L1, 2, 3, 4, 7, 13 Flashcards
(126 cards)
1
Q
A place where travellers can receive food, beverages, and lodging in exchange for payment, with the right to refuse service to individuals who are unfit or unable to pay
A
Hotel
2
Q
7 hotel categories
A
Location
Number of rooms
Ownership
PRICING PLAN
Type of clientele
Length of guest stay
Star rating
3
Q
6 location
A
Downtown Hotels
Suburban Hotels
Resort Properties
Airport Hotels
Motels
Camps
4
Q
located at the center of the city in busy commercial and shopping districts
A
Downtown Hotels
5
Q
Located on the outskirts of a city where land is cheaper
A
Suburban hotels
6
Q
located at natural and man made sites
A
Resort Properties
7
Q
Located in the precincts of an airport
A
Airport hotels
8
Q
Located along principal highways and road junctions
A
Motels
9
Q
Located on trekking routes
A
Camps
10
Q
5 number of rooms
A
25 and less (small)
26 - 100 (medium)
101-300 (large)
300-1000 (very large)
above 1000 (mega)
11
Q
25 and less (small) number of rooms:
A
Motels, lodges, bed and breakfast
12
Q
26-100 (medium) number of rooms:
A
family operations promoted with personal wealth
13
Q
101-300 (large) number of rooms:
A
family owned with assistance from financial institutions
14
Q
300-1000 (very large) number of rooms:
A
hotels with public issue
15
Q
above 1000 (mega) number of rooms:
A
hotels with public issue
16
Q
4 ownership
A
Sole proprietorship
Partnership
Public limited companies
Private limited companies
17
Q
a business owned and operated by a single individual
A
Sole proprietorship
18
Q
a business owned by two or more individuals who share the profits, losses, and responsibilities
A
partnership
19
Q
a company whose shares are publicly traded on the stock market
A
public limited companies
20
Q
company owned by a small group of shareholders, typically family members or close associates
A
private limited companies
21
Q
5 Pricing plans:
A
european plan
american plan
modified american plan
continental plan
bed and breakfast
22
Q
room charges only
A
European plan
23
Q
room + all meals
A
american plan
24
Q
room + breakfast + lunch or dinner
A
modified american plan
25
room + continental breakfast
continental plan
26
room + english breakfast
bed and breakfast
27
5 types of clientele
business hotels
group hotels
family hotels
convention hotels
youth hostels
28
specialize in **providing facilities and amenities for business** and corporate travelers
business hotels
29
**geared for volume traffic** at any given time
group hotels
30
**found mostly at resorts** geared specifically for families
family hotels
31
specifically planned to **hold large conventions**
convention hotels
32
cater to the **travelling youth**
youth hostels
33
3 length of guest stay
transient hotels
residential hotels
semi-residential hotels
34
the type of accomodation where **guests stay for short durations** which at the maximum **last for a week**
transient hotels
35
equipped to **cater guests** on a **longer stay**
residential hotels
36
offers **accomodations** for both **short term and long term stays**
semi-residential hotels
37
one of the **most definitive standards** which guides travellers as to **what to expect in a hotel**
star rating (one star, two star, three star, four star, and five star)
38
Is a **patented name** that has **unique products and services** associated with the name
brand
39
a **soda pop restaurateur,** created
the ------------------ Motor Lodge
in **Savannah, Georgia** , that
expanded into the **first chain
operation** domestically and later
internationally.
Howard Johnson
40
Howard Johnson created the ------------ in **Savannah, Georgia,** that
expanded into the first chain
operation domestically and later
internationally
Howard Johnson Motor Lodge
41
Started as a **restaurateur with A&W
restaurant chain** in **1928.** He entered into the hotel industry ni 1940s and expanded it into a $5.3 billion -------- Corporation with segmented hotel chains such as Marriott Hotels, Residence Inns and Courtyard Hotels.
Willard Marriott
42
Willard Marriott Started as a restaurateur with A&W restaurant chain in -----
1928
43
He entered into the hotel industry in -------- and expanded it into a **$5.3 billion Marriott Corporation** with segmented hotel chains such as
Marriott Hotels, Residence Inns and
Courtyard Hotels.
1940s
44
The first budget hotel in **Tacoma Washington** that grew into a successful chain throughout **North
America.** ------------- now has added
amenities such as TV and telephones and bed linen as essential to stay in the business
Travelodge
45
3 types of **chain associations:**
Partnership
franchise
management contract
46
**Sharing equity and profits** A ---------------- occurs when a **chain and an independent investor** **jointly finance** a hotel project.
partnership
47
**Providing name** and association **against a fee.** **license given by a franchiser** (in this case the chain) to a ---------- who can be an individual, partner, a small corporation or a group of investors.
franchise
48
**Providing professional managers,** technicians, manuals, systems, etc. **against management fees** and a share of profits as incentive payment In most of the cases, the sub-staff are all hired locally to save labour cost.
management contract
49
LESSON 3 TBR: has a **set of departments** responsible for **food and beverage**
The Food and Beverage Division
50
are **non-revenue** that **create and support sales**
Staff departments
51
Front Office Department has **following 4 functions** . This are:
To reserve rooms
To **register guest** into the **HOTEL**
To **provide information** to guest during stay
To maintain their **master bills**
52
-The **front office is supported** by the ------------- based in the **lobby.**
Uniformed services
53
Uniformed services **3 main functions are**
-To provide **porter services** to handle guest baggage
-To **provide transportation** services
-To provide **concierge assistance** for external facilitation
54
is **viable revenue generating operation** nowadays, in a business hotel.
business centre
55
this department is **responsible for cleanliness, maintenance** and the aesthetic standard of the hotels
housekeeping
56
responsible for all health and **recreational activities**
health club and recreation center
57
Some health club includes:
swimming pool
massage rooms
spas
58
refers to all those **activities** that people choose to do **to refresh their bodies and minds** and make their leisure time more interesting
recreation
59
has become **increasingly essential** in most superior in the hotel. This is because
of the **emergence of woman traveller** as significant market segment
beauty salon
60
An **extension for beauty salon** for women, is the ----- for men.
barber shop
61
This minor revenue outlet falls under
the **purview of housekeeping**
flower shop
62
this department is **responsible for air-conditioning, exhaust systems, carpentry etc**
engineering and maintenance
63
involves **tracking income and expenses** managing cash flow, preparing financial statements etc
finance and accounts
64
those that **support revenue- generating activity** in hotel
staff departments
65
-is vital to any hotel operation as it is concerned with the **very important resource: people**
-is accountable for managing **employee compensation** and
benefits
human resource department
66
creates **Groundwork** that **results in sales**
marketing department
67
team is responsible for **maximising a hotel's revenue** by developing **strategies** and business plans to increase revenue
sales and marketing
68
-departments are networked to **access information that is important** for their **operational success.**
-refers to the **information and communication** technologies used by hospitality and tourism business, which help organizations fulfill their
business functions that result in value for all stakeholders:
consumers, businesses,
governments, the public.
information technology
69
the management of the **safety of guests and property in hotels,** lodgings and entertainment facilities.
Terrorist actions, fire, and **theft**
security
70
is responsible for **cleaning and maintaining guest rooms** and so this knowledge is essential for a housekeeping professional. The features in each room determine the **time and guest supplies required** to prepare a room for sale
Housekeeping
71
what does a room mean to a guest? 6
1. It means **comfort**
2. It means **security**
3. It means **privacy**
4. It means **convenience**
5. It means **cleanliness and hygiene**
6. A "home away from home"
72
it means comfort: 3
Quality beds and mattresses
Temperature control
T.V. Entertainment
73
It means security: 3
single door for entry and exit
double locks from inside
peep-holes
74
Guest room **windows are provided with curtains** or blinds
It means privacy
75
A **guest is provided with entertainment**, food and beverage services, telephone services etc
It means convenience
76
a room is the **most personal area** of a guest during his/her stay. A room must **be clean** and the bathroom **made hygienic** for guests stay
It means cleanliness and hygiene
77
**hotel room** provides a **residence** and address when a guest is travelling. They expect all the **comfort and security of a home** and are willing to pay for it
a "home away from home"
78
19 Types of rooms:
Adjacent rooms
Adjoining rooms
Cabana
Connecting Room
Double room
Executive room
Single room
studio
triplet
twin room
quad
queen
junior suite
double suite
duplex suite
executive suite
single suite
tourist huts
chalets
79
5 types of suites:
Junior suite
double suite
duplex suite
executive suite
single suite
80
Two **rooms opposite each other**
across the corridor
adjacent rooms
81
Two **rooms** that are **besides each other**
adjoining rooms
82
A room with a **sofa-cum-bed** ideally **situated beside swimming pools** or beaches
cabana
83
Two rooms with an **interconnecting door**
connecting room
84
A room with **one king-size double bed**
double room
85
A room with **additional features like Internet connection,** computer points, mini bars, etc
executive room
86
A room with a **single bed**
single room
87
A room with a **sofa-cum-bed**
studio
88
A double room with **one extra rollaway cot**
triplet
89
A room with **two single beds**
twin room
90
A room for **four people** fitted with **twin beds and two rollaway** beds
quad
91
A room with a **queen-sized bed
for single or double** occupancy
queen
92
A room with a **seating parlour and a bed**
junior suite
93
**Two rooms,** one serving as a **living-cum-dining area** and the other with a double bed
double suite
94
**Two suites** on **two floors** with an interconnecting staircase
duplex suite
95
**Suite** specially fitted for **business executives**
executive suite
96
**Two rooms,** one serving as a living-cum-dining area and another with a **single bed**
single suite
97
An **independent suite** detached from the main hotel. They will be found in resorts for **greater privacy and exclusivity.** Some suites have kitchenettes.
tourist huts
98
**Independent homes** for lease found in Switzerland
chalets
99
are the **knowledge, skills, abilities, and behaviors** that **contribute** to individual and **organizational performance.**
competencies
100
is **information developed or learned** through experience, **study or investigation.**
Knowledge
101
is the result of **repeatedly applying** knowledge or **ability.**
Skill
102
When we ---- at our guests, we have the **power to make them feel welcome** and comfortable.
smile
103
**Guests evaluate** a property by how ----- the hotel personnel are. They observe whether the **maid's carts are kept clean** and in an **orderly fashion.** Corridors must be kept clean and free from litter.
orderliness
104
The hotel business is a social
business. All **front/line personnel**
are required to have the **ability to
communicate effectively** with
**certain manners and etiquettes**
associated to a good host.
basic etiquettes
105
is an **important FEATURE of a hotel**
professional. The room attendant, floor supervisor, houseman, public area personnel and cloak room attendants have **face-to- face contact** with guests of the hotel.
grooming and hygiene
106
Some Tips for a **Male Housekeeping Professional** 3
1. Hair should be **cut close.**
5. Shoes should always be **polished, and of a conservative style.**
8. Uniforms must be **crisply ironed and clean.**
107
Some Tips for a **Female
Housekeeping Professional** 3
1. The **elastic hair band** should always be clean.
3. Stockings should be clean.
5. **Excessive jewellery** should be avoided.
108
is one of the **essential competencies** at the time of **recruitment.** Results
are the **responsibility of the entire team** and not the team leader alone.
Teamwork
109
is a **small group of people,** who **rely on each other** to achieve a common goal. No one person can deliver any goals.
team
110
is a **buzzword in modern
operations.** We wear an -------. In other words, _______ are **something that WE OWN** and are responsible for.
Attitude
111
7 **KEY ATTITUDES** OF HOUSEKEEPING
-The joy of serving people
-A cheerful attitude
-Cooperation
-Pride in one's work- This brings excellence
-Initiative
-Salesmanship
-Honesty
112
The **benefits of service are many.**
People are giving business to those
who have **better service.** A **good
service gets better paychecks** and
tips. It ensures repeat customers.
The joy of serving people
113
It is **infectious and spreads cheer and goodwill** to others. It fosters a **pleasant and tension-free** workplace.
A cheerful attitude
114
is **vital in team performances.** Unless you do not cooperate with others, they will not cooperate with
Cooperation
115
There is a difference between doing routine work and **doing work** with an **aim to make a difference.**
Pride in one's work-This
brings excellence
116
This is a **valued competency** in today's world. The only way to beat competition is to **innovate and bring to Tavad mubluarte in new ideas.** Each housekeeping professional **must always look for new ideas** and introduce them.
Initiative
117
This is a vital job requirement to **motivate the guest** to **spend** that **extra dollar.**
Salesmanship
118
This is a **precious attribute.** There are **many TEMPTATIONS in a service operation.** There are opportunities for theft of property and guest belongings; misleading guests with information; giving secrets to competitors; etc. Organisations **value and reward**
employees who are **upright and truthful.**
Honesty
119
is the **hallmark of a good
housekeeping professional.** This is
because the **temptations in a hotel are many.**
SELF-DISCIPLINE
120
should be **inherent in one's nature** and a sign of **one's desire to please** those with whom one comes in contact with.
COURTESY
121
means **"internal entrepreneurship."** Housekeeping
professionals **must think like businesspersons** by constantly evaluating one's performance and **find ways to improve** productivity and quality
Intrapreneurship
122
Housekeeping professionals will be required to **upgrade themselves constantly.** They should not wait for the organisation to improve their knowledge and skills, but **take initiative for self-development**
continuous education
123
The **customer is the king** . Unless a hotel makes the customer as their main focus, the business is likely to decline.
CUSTOMER ORIENTATION
124
A housekeeping professional must be
**physically fit to manage rigorous hours** on his/her feet.
PHYSICAL FITNESS
125
Housekeepers worldwide have been known for their---------. This term means that the person has a **sharp eye to detect things** that are **not quite right.**
eye of detail
126
