FBLA Hospitality Management – Flashcards
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advertising
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any paid form of nonpersonal presentation and promotion of ideas, goods, or services by an identified sponsor
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aesthetic pollution
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the spoiling or contamination of the natural beauty and features of an enviorment, due to poor planning and design of tourism projects
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AIDA model
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a framework for creating an advertising message that that gets Attention, holds Interest, stimulates Desire, and acheives Action
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amateur sports
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athletic activities and competitions for athletes who do not get paid.
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Amtrak
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a company that operates a railroad system with combined passenger and rail service throughout the continental United States
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apprenticeship
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an educational, hands-on exspirience working in an established buisness under the guidance of a skilled worker.
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average daily rate (ADR)
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a rate based on total sales for the day divided by the total number of sold rooms.
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back of the house
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the area in a hospitality establishment that guests usually do not view, including all areas responsible for food quality and production, such as the kitchen and recieving, office, and storage areas
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back of the house (lodging)
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the area in a lodging facility where support services take place which guests usually do not view
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bed-and-breakfasts (B&Bs)
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small unique inns that offer a full breakfast with a night's stay
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behavioristics
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Statistics about consumers based on their knowledge, attitudes, use, or response to a product
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benefit
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a feature advantage of a product
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buisness travel
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travel for the sole purpose of conducting and individuals or companys buisness
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buisness-to-buisness selling
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the type of selling whereby one buisness sells goods or services to another buisness
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buying signals
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verbal or nonverbal signs of a customer's readiness to buy
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career plan
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a written statement of career goals and the necessary steps to acheive them
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certification
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an authorization stating that one has fulfilled the requirements for practicing in a feild or career
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chain
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a type of buisness that has more thatn one location with the same name under the same ownership
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channel of distribution
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the path a travel product takes from producer to the consumer, or traveler
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changeability
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a condition of being subject to change or alteration
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charter tour
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a tour in which a tour operator buys all the seats on an airplane, train, or bus and resells them to travelers
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commercial recreation
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any recreational activity for which a guest pays a fee
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commercial site
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an establishment, such as a restaurant, where a food-and-beverage business competes for customers
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commission
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a fee or payment based on a percentage of products sold
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compensation
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a form of payment that may include wages, benefits, and/ or incentives in return work.
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competitive advantage
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an advantage over competitors due to greater value to consumers through lower prices or more benefits.
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concierge
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a hotel staff member who helps guest make arrangements for transportation, resturaunt reservations, event reservations, and entertainment tickets, and advises guest about activities in the area.
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consolidator
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an agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.
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consumer show
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a single- or multi-day exhibition held at a convention or civic center arena.
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convention and visitors bureau (CVB)
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an organization that works with meeting planners to provide tourist information services to business and leisure travelers
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core product
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the main product that the customer is buying
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cost-plus pricing
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pricing products by calculating all costs and expenses and adding desired profit
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cross-selling
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the method of selling the customer additional related products tied to one name
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customer loyalty
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the customer's faithfulness to a business and its product, demonstrated by the customer purchasing the product again
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customer satisfaction
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a positive feeling or reaction customers have when a buisness or product meets their needs
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customized tour
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a tour that is more expensive than a package tour and is designed specifically for an individual tourist.
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demand
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the amount or quanity of goods and services that consumers are willing to buy at various prices
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demographics
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Statistics that describe a population in terms of personal characteristics, such as age, gender, income, ethinicity, or education
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dependables
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travelers who prefer familiarity and creature comforts and seldom try anything new or different
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destination marketing
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the process of developing, promoting, and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
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destination resort
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a resort property in a specefic location with a concentration of recources or facilities
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destination
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the final stop of a journey, or the goal for travelers
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direct channel
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the path a product takes without the help of any intermediaries between the producer and consumer
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direct mail
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any advertising message sent directly to prospective customers via the mail
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disposable income
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the money left from a person's gross income after taking out taxes
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distribution
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the process of getting the product to the consumer
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diversity
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ethnic variety as well as socioeconomic and gender variety in a group or society
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economic multiplier
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The process of how money filters through a local economy and is spent and re-spent, creating income for other businesses.
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ecotourism
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a branch of tourism encompassing adventure tourism and sustainable development of regions for future generations
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elasticity of demand
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the variation of consumer demand due to a change in price
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empowerment
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The granting of authority or power to front-line personnel for handling and solving guests' problems
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entrepreneur
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a person who organizes, manages, and takes the risk of owning and operating a buisness
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entry-level
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the position of an employee at the beggening level of a particular career
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e-tail
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the sale of goods or services to the customer by means of the Internet.
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ethics
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an expression of the standards of right and wrong based on conduct and morals in a particular society or a system or theory of moral values and principles
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exemplary guest service
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consistent hospitality service that exceeds guest expectations.
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experimental method
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A research method whereby a researcher observes the results of changing one or more marketing variables
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facilitating products
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goods or services that aid the use of the core product
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feature
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a basic, physical, or extended attribute of a product or purchase
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follow-up
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a phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place
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franchise
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a type of buisness that is set up through a franchise agreement, which is a contract between a franchisor and franchisee to sell a companys goods or services at a designated location
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frequent-flyer program
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a program in which an airline offers free travel, upgrades, and discounts to program members
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front of the house
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the area in a hospitality establisment that guests view, such as the entrance and dining room
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front of the house (lodging)
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the area in a lodging facility that guests view, such as the lobby
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full-service restaurant
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a restaurant where a customer sits at a table, gives an order to a server, and is served food at the table
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geographics
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statistics about where people live.
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globalization
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the increasing integration of the world economy
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goal
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the eventual desired outcome
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guest or uniformed services
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staff member in uniforms, including the bell staff, valets, security offers, concierge, and door or garage attendants
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guest satisfaction
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the fulfillment of guests' needs and wants regarding recieving quality hospitality products
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guest service agent (GSA)
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a hotel staff member who performs all of the functions of a desk clerk/agent, concierge, and valet
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hallmark event
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a local or regional event with national or possible international appeal that occurs once or annually
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hospitality-specific traits
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professional characteristics needed in the hospitality industry, including a positive personal attitude, good work ethics, maturity, and good personal appearance as well as leadership and time-management skills
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hub-and-spoke system
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an effective network for an airline formed by a hub, or a large airport, connected to other smaller airports called spokes
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incentive
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a reward that is usually in the form of money but may also be stock options, profit-sharing privileges, a company vehicle, and/or a bonus program
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indirect channel
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the path a product takes using intermediaries between the producer and consumer
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informational interveiw
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a formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company
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infrastructure
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the physical components of a destination, such as hotels, resturants, roadways, and transportation, that support tourism
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institutional advertising
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advertising with a goal of developing goodwill or a positive image
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intangibility
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a state of being abstract, as are things that cannot be touched
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intermediary
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an agent who does not work directly for a travel provider but sells his or her products for a fee
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job application
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Document that job seekers fill out to help employers screen applicants.
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Hospitality
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"the reception and entertainment of guests, visitors or strangers with liberality and good will." Derived from "hospice": medieval house of rest/nursing home
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ARAMARK
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provides food service operations to businesses, recreation centers, sports stadiums, college and university campuses, health care facilities, convention centers, and gourmet restaurants
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Manager's role (objectives)
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1. Make guests feel welcome. 2. Wants to make things work for guest. 3. Makes sure operation continues to provide service while making profit.
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Profit
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financial gain; difference between money earned and spent
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Knowledge worker
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Man or woman who applies to productive work ideas, concepts, and information (knowledge crucial to success)
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Hospitality industry
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service industry; lodging, restaurants, event planning, theme parks, transportation, cruise lines, other parts of tourism
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Job benefit mix
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money gained from job vs. knowledge/experience gained from job
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Managerial Organization
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Bosses and workers (organization chart)
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Informal Organization
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Social organization; influential workers/leaders
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Physical Organization
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Layout of workplace
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Back of the House
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how quality measured in food preparation, menu planning, recipes, cooking methods, supervision, and food holding; not seen by consumer
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Front of the House
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Busing dishes, waiter/waitress, server of cafeteria line; seen by consumer
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Strategy of Job Placement
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1. Income 2. Professional Status 3. Evaluating the Employer 4. Determining potential job satisfaction 4. Accepting skilled jobs
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Demand
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=customers; The desire and ability to purchase a good or service at a particular price during a specified period
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Demographics
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study of objectively measurable characteristics of our population such as age and income
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Baby boomers
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people born from 1946-1964
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Generation X
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people born from 1965-1975
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Echo boomers/Generation Y
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people born in late 1970s
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Diversity
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variety, such as ethnic diversity
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Two-income families
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Families where both parents work, resulting in two people getting income
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Family composition
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childbirth, marriage, divorce, adoption, foster care (the make up of a family)
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Empty nesters
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Middle-aged or older parents who do not have children living with them
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Psychographics
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People's different patterns of activities, interests, opinions
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Part-time workers
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Employee that usually works about 30-35 hours per week
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Off-premise sales
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Food take-out, drive-through, and delivery
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Distribution
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marketing problem of gaining a presence in many markets
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Points of Distributions (PODs)
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located in any place where there is consumer traffic; venue
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Host
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large unit where PODs are located
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Specialty restaurants
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restaurant featuring specific kind of food to constitute a significant component of casual restaurant segment
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Ethnic restaurant
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restaurant offering cuisine and theme that combines to provide a "getaway" experience
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"Eatertainment"
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theme restaurants where diner's experience is centered in entertainment provided by restaurants' stage-set decor
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Guest satisfaction
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desired outcome of hospitality services (key responsibility of front of the house)
