Flashcards on Hospitality Final
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For success in service, we need to do each of the following
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Thrive on change Understand the role of the guest-contact employee Focus on the guest Weave a service culture into education and training systems
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The recreational scope of the Hospitality and Tourism Industry includes each of the following
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Attractions Gaming Casinos Parks
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The largest and fastest growing industries are what?
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Hospitality and Tourism
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The overall style and feel of a company is called the what?
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Culture
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A broad statement geared towards accomplishment is called what?
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A goal
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Guest calls for reservations and a guest welcome are both examples of what?
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Moments of Truth
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A mission statement is a statement of
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Purpose
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Knowing the good points and bad points of one's self is identifying
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Self-knowledge
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Corporate strategy is also known as
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"The big picture"
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In a career path, cross-training is
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critical
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Recruiters look for all of the following
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Solid work experience Positive outlook Initiative
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Etiquette is:
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Good table manners Making a good first impression The manner in which we behave and our ability to make other feel comfortable Looking professional
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A set of moral principles and values that people use to make decisions about right and wrong is known as
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ethics
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Businesses have a duty to be honest with the consumer. This is the concept of:
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Social responsibility of business
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The restaurant industry employes over
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12 million people
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One of the biggest challenges of a career in managed services is:
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The foodservice operation is a support service, not a primary function
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There are 3.5 million
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hotel rooms in North America
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The responsibilities of a convention planner may include the following
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Marketing Sales Staffing Registration
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Aerobics instructors, arts and crafts director, little league coach and camp counselor would be examples of careers in
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Recreation and leisure
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Supervised practical training is known as
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Internship
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When someone is assigned to "show you the ropes," they are referred as your
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mentor
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T/F: Shadowing is a good way to see a job up-close without the time commitment.
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True
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A good resume should include all of the following
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List of current career objectives Survey of most recent education Heading with contact information
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Standardizing a 50-hour workweek to minimize the burnout hospitality workers often experience is an example of
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Trend
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A person who spends less than a year traveling to places other than their environment is known as a
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Tourist
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All of the following are trends in tourism
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More people with the urge to travel An increase in disposable income The opening of borders despite security concerns
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Suppliers, regulators, marketers and consumer organizations are factors that fall under which category of tourism?
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Function
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Passengers willing to spend up to $350 per day on a cruise ship are known as the
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Middle market
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200 million people are employed in the tourism industry, making it the
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largest producer of tax revenues
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New money spend by tourist and then re-spent by hotels and restaurants in the community for goods and services is known as
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the multiplier effect
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Corporate travel managers act as entrepreneurs within the framework of a
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large corporation
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All of the following are reasons people travel
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To experience other cultures To rest and relax To experience new and different surroundings
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Longer life span, flexible working hours, early retirement and an increase in the standard of living are all reasons for
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the anticipated increase in toursim
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Which of the following is included in the appeals of travel?
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Airfare cost Historical and culture interests Water sports Scenic beauty
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Business travelers stay over a Saturday nigh when they travel in order to
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take advantage of lower airfares
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Ecotourism refers
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an emphasis on nature and native cultures
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Purchasing the right to use a company's trademark and copyrighted materials is known as
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Franchising
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Which of the following is a function of a hotel?
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Provide lodging accommodation
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The job of general manager includes all of the following:
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Provide owners with a reasonable return on investment Keep guests satisfied and returning Keep employees happy
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Front office, reservations, concierge, and guest services all fall under the ______ division.
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Rooms division
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The basic functions of the front office include all of the following:
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Greet guests Escort them to the front desk Allocate the room and take the guest and luggage to the room
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The night auditor's duties include which of the following?
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Handle both the duties of the front desk manager and some of the duties of the accounting department
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Corporate rate, government rate, entertainment cards, and group rates are all examples of:
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...
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Total rooms available divided by the number of rooms occupied is known as:
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Room occupancy percentage
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The Hotel California has 642 rooms and 413 are occupied. The occupancy percentage is:
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413/642=64%
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The Hotel California has 642 rooms and the room revenue is $84,593. The ADR is:
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84,593/642=$131.76
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Yield management is most effective when:
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...
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The reservation center of a hotel is considered one of the most important areas because:
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Allows operators to access the inventory of room availability of each hotel in the chain
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When a guest confirms their reservation, what happens at 6pm the day of arrival?
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Get a confirmation slip
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When a guest guarantees their reservation, what happens at 6pm the day of arrival?
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Hotel takes credit card number
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The Public Branch Exchange (PBX) represents what?
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The importance of prompt and courteous attention to all calls because first impressions last
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An individual that is part of the guest services department, services uniques requests, and has an expanded knowledge of the city is often referred to as the:
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Bellperson
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Which of the following departments is the largest in a hotel in terms of people?
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Housekeeping
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Leadership, insuring service of all guest rooms and public areas, operating the department within a budget, and accurate record keeping are all duties of the:
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Executive Housekeeper
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Keying locks, guest and employee identification and ADA compliance falls under:
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...
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ADA stands for:
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Americans with Disabilities Act
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Which of the following is a trend in the rooms division
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Front office, reservations, housekeeping, concierge, guest services, security, and communications
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