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HOSPITALITY MANAGEMENT
HOUSEKEEPING OPERATIONS AND
QUALITY CONTROL
โ concierge Answer: 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. โ consolidator Answer: an agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers. โ consumer show Answer: a single- or multi-day exhibition held at a convention or civic center arena. โ convention and visitors bureau (CVB) Answer: an organization that works with meeting planners to provide tourist information services to business and leisure travelers
โ core product Answer: the main product that the customer is buying โ cost-plus pricing Answer: pricing products by calculating all costs and expenses and adding desired profit โ cross-selling Answer: the method of selling the customer additional related products tied to one name โ customer loyalty Answer: the customer's faithfulness to a business and its product, demonstrated by the customer purchasing the product again โ customer satisfaction Answer: a positive feeling or reaction customers have when a buisness or product meets their needs โ customized tour Answer: a tour that is more expensive than a package tour and is designed specifically for an individual tourist.
โ direct channel Answer: the path a product takes without the help of any intermediaries between the producer and consumer โ direct mail Answer: any advertising message sent directly to prospective customers via the mail โ disposable income Answer: the money left from a person's gross income after taking out taxes โ distribution Answer: the process of getting the product to the consumer โ diversity Answer: ethnic variety as well as socioeconomic and gender variety in a group or society โ economic multiplier Answer: The process of how money filters through a local economy and is spent and re-spent, creating income for other businesses.
โ ecotourism Answer: a branch of tourism encompassing adventure tourism and sustainable development of regions for future generations โ elasticity of demand Answer: the variation of consumer demand due to a change in price โ empowerment Answer: The granting of authority or power to front-line personnel for handling and solving guests' problems โ entrepreneur Answer: a person who organizes, manages, and takes the risk of owning and operating a buisness โ entry-level Answer: the position of an employee at the beggening level of a particular career โ e-tail Answer: the sale of goods or services to the customer by means of the Internet.
Answer: a phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place โ franchise Answer: 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 โ frequent-flyer program Answer: a program in which an airline offers free travel, upgrades, and discounts to program members โ front of the house Answer: the area in a hospitality establisment that guests view, such as the entrance and dining room โ front of the house (lodging) Answer: the area in a lodging facility that guests view, such as the lobby โ full-service restaurant Answer: a restaurant where a customer sits at a table, gives an order to a server, and is served food at the table
โ geographics Answer: statistics about where people live. โ globalization Answer: the increasing integration of the world economy โ goal Answer: the eventual desired outcome โ guest or uniformed services Answer: staff member in uniforms, including the bell staff, valets, security offers, concierge, and door or garage attendants โ guest satisfaction Answer: the fulfillment of guests' needs and wants regarding recieving quality hospitality products โ guest service agent (GSA) Answer: a hotel staff member who performs all of the functions of a desk clerk/agent, concierge, and valet โ hallmark event
Answer: a formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company โ infrastructure Answer: the physical components of a destination, such as hotels, resturants, roadways, and transportation, that support tourism โ institutional advertising Answer: advertising with a goal of developing goodwill or a positive image โ intangibility Answer: a state of being abstract, as are things that cannot be touched โ intermediary Answer: an agent who does not work directly for a travel provider but sells his or her products for a fee โ job application Answer: Document that job seekers fill out to help employers screen applicants.
โ Hospitality Answer: "the reception and entertainment of guests, visitors or strangers with liberality and good will." Derived from "hospice": medieval house of rest/nursing home โ ARAMARK Answer: provides food service operations to businesses, recreation centers, sports stadiums, college and university campuses, health care facilities, convention centers, and gourmet restaurants โ Manager's role (objectives) Answer: 1. Make guests feel welcome.
- Wants to make things work for guest.
- Makes sure operation continues to provide service while making profit. โ Profit Answer: financial gain; difference between money earned and spent โ Knowledge worker Answer: Man or woman who applies to productive work ideas, concepts, and information (knowledge crucial to success)
Answer: Busing dishes, waiter/waitress, server of cafeteria line; seen by consumer โ Strategy of Job Placement Answer: 1. Income
- Professional Status
- Evaluating the Employer
- Determining potential job satisfaction
- Accepting skilled jobs โ Demand Answer: =customers; The desire and ability to purchase a good or service at a particular price during a specified period โ Demographics Answer: study of objectively measurable characteristics of our population such as age and income โ Baby boomers Answer: people born from 1946- 1964 โ Generation X
Answer: people born from 1965- 1975 โ Echo boomers/Generation Y Answer: people born in late 1970s โ Diversity Answer: variety, such as ethnic diversity โ Two-income families Answer: Families where both parents work, resulting in two people getting income โ Family composition Answer: childbirth, marriage, divorce, adoption, foster care (the make up of a family) โ Empty nesters Answer: Middle-aged or older parents who do not have children living with them โ Psychographics Answer: People's different patterns of activities, interests, opinions
Answer: restaurant offering cuisine and theme that combines to provide a "getaway" experience โ "Eatertainment" Answer: theme restaurants where diner's experience is centered in entertainment provided by restaurants' stage-set decor โ Guest satisfaction Answer: desired outcome of hospitality services (key responsibility of front of the house)
