Chapter 1 Flashcards
(20 cards)
What is the ultimate challenge that hospitality professionals face?
To provide service that meets the ever-changing needs and demands of guests. “Guests are not always right - but they are always guests.”
What larger enterprise is the hospitality apart of?
The travel and tourism industry, this industry provides necessary or desired products and services to travellers.
What five parts are travel and tourism industry divided into?
1.Lodging Operations
2.Transportation Services
3.Food & Beverage Operations
4.Retail Stores
5.Activities
What organisations address travel and tourism issues?
The International Hotel and Restaurant Association (IHRA). National trade associations like the American Hotel & Lodging Association (AHLA) normally work together through the IHRA.
Define a hotel or inn?
A hotel or in is an establishment whose primary business is providing lodging facilities for the general public, and that furnish one or more of the following services:
-Food and beverage service
-Room attendant service (house keeping)
-Concierge
-Bell & door attendant service (uniformed service)
-Laundry or dry cleaning
-Use of furniture and fixtures
*Hotels have 50 to 2000 rooms and Inns have 5 to 50 rooms.
Name four ways in which hotels can be classified ?
1.Hotel size
2.Target market
3.Levels of service
4.Ownership and affiliation
What four size categories are hotels grouped in and for what reason are they grouped?
1.Under 150 rooms
2.150 to 299 rooms
3.300 to 600 rooms
4.More than 600 rooms
These categories enable hotels of similar size to compare operating procedures and statistical results.
What are the two most important marketing challenges a hospitality property encounters?
Who stays at our property? and Who else can we attract?
Define the term target market?
Distinctly defined groupings of potential buyers at which sellers aim or target their marketing efforts.
Define the process of market segmentation?
The practice of defining or identifying smaller, distinct groups or segments within larger markets. For example corporate business travellers is a segment of business travellers.
Name the most common types of hotels based on target markets?
-Comercial Hotels
-Airport Hotels
-Extended-Stay Hotels
-Residential Hotels
-Resort Hotels
-Lifestyle Hotels
-Bed-and-Breakfast Hotels
-Vacation Ownership & Condominium Hotels
-Casino Hotels
-Conference Centres
-Convention Hotels
-Alternative Lodging Properties (recreational vehicle parks, campgrounds, cruise ships etc.)
Explain potential issues pertaining to service?
These issues include the intangibility of service, quality assurance and rating services.
-Intangibility of service, Guests leave a hotel with only memories of their experiences. To counteract this, many hotels try to create an image of their services in which the hotels service then becomes an instantly recognisable standard, almost like a tangible product.
-Quality assurance, the intangible service that a hotel delivers tend to be less standardised than tangible object produced by manufacturers.
-Rating services, groups in America provide hotel evaluation and rating services for travellers. The American Automobile Association and the Forbes Travel Guide.
Name the four different levels of service and provide a brief overview of each?
1.World-Class Service, a level of guest service that stresses personal attention.
2.Upscale Service, a hotel that appeals to business executives and leisure travellers interested in extra comforts.
3.Mid-Range Service, a modest but sufficient level of service that appeals to the largest segment of the travelling public.
4.Economy/limited Service, a level of service emphasising clean, comfortable and inexpensive rooms that meet the most basic needs of guests.
What are the two basic equity structures for hotels and define each structure?
1.Independent Hotel - A hotel with no ownership or management affiliation with other properties.
2.Chain Hotel - A hotel owned by or affiliated with other properties.
Name and define three types of chain ownership?
1.Management Contract - An agreement between the owner/developer of a property and a professional hotel management company. The owner/developer usually retains the financial an legal responsibility for the property, and the management company receives an agreed-upon fee for operating the hotel.
2.Franchising - A method of distribution whereby one entity that has developed a particular pattern or format for doing business grants to other entities the right to conduct such a business provided they follow the established pattern.
3.Referral Group - A group of independent hotels that have banded together for their common good. Hotels within the group refer departing guests or those guests they cannot accommodate to other properties in the referral group.
Name four types of travellers that guests can be categorised as?
1.Business Travellers
2.Pleasure/Leisure Travellers
3.Group Travellers
4.International Travellers
Explain buying influences on travellers?
Many things affect a travellers selection of overnight accommodation. Buying influences may include a past satisfactory experience with a hotel, ads by a hotel, hotels location or preconceptions of a hotel based on its name or affiliation etc.
Define a travel management company?
A large travel agency with significant room rate negotiating power.
Explain how blogging and social media sites affect hotels?
Social media sites offer a setting for individuals or groups to create a profile to share with fellow members. A blog is a web page that serves as a publicly accessible chronicle or personal diary. Hotel social media sites help create loyalty, attract new guests, promote business, and provide a basis for competitive advantage and customer engagement.
What does the term green hotel mean?
An eco-friendly hotels that strives to reduce greenhouse gas emissions, recycle, save water and energy, and support organic gardening, among other environmentally friendly activities. Hotels are also earning eco-certification through a variety of industry programs, like the LEED and the Energy Star Program.
