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Hospitality > Midterm > Flashcards

Midterm Flashcards

(112 cards)

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1
Q

“Pineapple” Tradition

A

Pineapples are a symbol of: Welcoming, Friendship and Hospitality

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2
Q

Intangible

A

Services provided by the Hospitality industry cannot be touched to taken home

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3
Q

Perishable

A

If the product isn’t sold, revenue is lost

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4
Q

Inseparable

A

Production and consumption occur simultaneously

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5
Q

Stephen Hall

A

Developed a code of ethics fro the Hospitality and Tourism industry. Has eleven points and pinpoints the essense of ethics and morality as it relates to how we treat our guests and our employees.

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6
Q

Seven Deadly Sins of Service:

A

Developed in At America’s Service, by Karl Albrecht:
1. Apathy
2.Brush-off
3.Coldness
4.Condescension
5.Robotics
6.Rule book
7.Runaround

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7
Q

TQM

A

Total Quality Management: A program the reduces costs, increases satisfaction for both guests and statt as well as increasing profits.

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8
Q

Disney Service Model

A

Everything that occurs within the Disney enviroment is focused on achieving the mission statement.

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9
Q

Elements of the Disney Service Model:

A

It begins with a smile
Make eye contact, use body language
Respect and welcome all guests
Value the magic
Initate guest contact
Createive service solutions
End with a “thank you”

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10
Q

Tourism in the 17th Century

A

Increasing travel by horses and carriage. Port houses were set up to accomodate riders and their animals.

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11
Q

Tourism in the 19th Century

A

Cruising becomes fashionable and rail travel grows in popularity.

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12
Q

Tourism in the 20th century

A

Automobile is invented and traveling by car increases. Air travel gains in popularity in the mid-20th century. Crusing returns to popularity.

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13
Q

Tourism in the 21st Century

A

Temporary decline in tourish during the early part of the century due to: Terrorism, SARS, Flu outbreaks, War. Picks back up in the 2010’s

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14
Q

UNWTO

A

United Nations World Tourism Organization is a specialized organizatino of the United Nations (UN) focused on global tourism.

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15
Q

Tourism

A

The activites of person travelling to and staying in places outside their usual enviroment for not more than one consecutive year for leisure, busness and other purposes”

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16
Q

Top 3 tourist receiving areas are projected to be:

A

Europe, East Asia and Pacific and the Americas

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17
Q

Tourism grows at how many percent a year?

A

3.1%

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18
Q

How many trillions of dollars of the global economy?

A

7.6

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19
Q

The Multiplier Effect

A

When a tourist spends money the money is recycled into the local industry, so businesses can purchas more goods and services, generating more use of the money.

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20
Q

On any given day, how many planes are in the air in the united states?

A

5,500

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21
Q

A “feeder” market

A

A market that provides the source passengers for a particular destination. Major airllines form alliances that allow them to access these markets.

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22
Q

Hub-and-Spoke system

A

A system that allows passengers to travel from one smaller city to another via hub or hubs. Some benefits includes: Airlines can service more cities at a lower cost. Airlines can maximize passenger loads between smaller cities

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23
Q

Rail Travel

A

Declined in populaity in 1920s. Faced with a posisble collapse of the industry, congress passed the rail paseenger service act in 1970. Amended in 2001.

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24
Q

When was the Rail Passenger Service Act passed?

A

1970

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25
When was the Rail Passenger Service Act amended?
2001
26
Amtrak
National Railroad Passenger Corporation was established after the Rail Passenger Service Act amended. This entity began operation as a semi-public corporation establishing intercity rail serivce.
27
Maglevs
Rail travel capable of traveling at speeds over 300 mph. Travel on a cushion of magnet above the ground.
28
When did the first horseless carriages appear?
1895
29
How many companies in the United States rent cars?
5,000
30
How many rentals occur at airports?
75%
31
How many car rentals are from leisure travelers?
30%
32
Four largest US car rental companies:
Hertz Acis National Budget
33
Different types if bus services:
Local Charter/Tour Airport Commuter/Rapid Transit
34
IATA
International Air Tramsportation Association regulates almost all international air travel. Maintains stability of fares and rates.
35
ICAO
International Civil Aviation Organization. Coordinates the development of civil aviation.
36
WB
World bank that lends money lends money for tourism development.
37
UNDP
United Nations Development Program assists countries with development projects including tourism
38
OECD
Organization of Economic Cooperation and Development that established in 1960 and was designed to support sustainable economic growth.
39
NTO
National Tourism Organization was found in many countries to coordinate tourism efforts
40
TIA
Travel Industry of America is the main body for promotion and development of tourism in the united states
41
American Express Travel Services
The largest provider of services
42
This form of travel comprises how much of domestic travel?
79%
43
Ecotourism
Responsible tourism
44
Cultural tourism
Visting for historical, artistic, scientific or likestyle/heritage reasons.
45
Lodging Franchise
Allows a comapny to expand rapdily using other people's money for growth. Franchisors grant the right to use their trademarks, operating procedures, and other business practices.
46
Where did franchising begins?
1907 when Ritz-Carlton franchised the name in NYC. Howard Johnson began franchising allowed for rapid growth and expansion.
47
How did Holiday Inn begin?
Kemmons Wilson began the franchise in 1950s after a poor family vacation experience.
48
How much of franchise fees are typically of room revenue?
3-4%
49
Management Contracts
Real estate and physical plant are owned by different entities. Management company receives a managment is typically 2-4.5% of gross revenue.
50
Real estate Investment trusts
Have existed since he 1960's and investors do not pay corporate income tac. Investors are required to distrubute at least 95% of net income to shareholds. Are traded like stocks
51
How many properties lodging industry consist of?
53.432 properties
52
AAA
American Automobile Association -- an organization, one of two, rate hotels. It awards diamond ratins, only 2% ever reach 5-diamond.
53
Forbes association
An organization, one of two, rate hotels. It awards stars.
54
City Center Hotels
Meet the needs of business and leisure travelers
55
Airport Hotels
Enjoy high occupancy due to location. Full service with an average size between 200-600 rooms
56
Freeway/interstate Hotels/Motels
Convenient place to stay with limited amenities
57
Casino Hotels
Make more money from gaming than room revenue. Slowly becoming mainstream, marketing themselves as business hotels.
58
Conference and Convention Hotels
Provide facilities to meet the needs of guests attending meetings and conventions
59
Full-service hotels
Provide a wide range of services, amenities and faciliates.
60
Economy/Budget Hotels
Offer clean, reasonably sized rooms with no frills.
61
Extended stay hotels
Cater to guests who are staying long term
62
All suite extended stay hotels
Additional space is provided in the form of a lounge kitchenette
63
Condotels
Combination of a condominum and hotel. Rooms rented when owner is away.
64
Mixed Use development
Hotels that also include permanent residences and other facilities
65
Bed and Breakfast
Alternative lodging with the owner living on property and providing clean, attractive accomonations and breakfast
66
Resorts
Inclusive and diversified accomodations. Focuses on sports, guest go for leisure and recreation.
67
Vacation Ownership Basics
Began in French Alps in 1960's. Basically, timeshares. Fastest growing segment of the US travel and tourism industry. Provides owners an opportunity to purchase vacastion accommodations
68
"Best" hotels:
Oriental Hotel in Bangkok Regent Hong Kong Connaught London
69
"Best" hotel chains include:
Ritz-Carlton Four Seasons
70
Fairmont's "Green Partnership" program
Involved guests and education. Commited to reduce carbon dioxide, lighting and energy, energy-efficent fixtures and lighting, focuses on overlighting and using low-wattage lights.
71
Fairmont's best green practices
Initation a reduction in carbon footprint. INtalled wind energy, run-of-river electricity generation.. Disconnecting from electrical grid, regenerating excess heat and retrofitting standard lightning with fluorescents.
72
Room Occupancy Percentage
Rooms Occupied (Sold) / Total number of rooms available for sale
73
Average Daily Rate
Total room Revenues / Number of Rooms sold
74
Revenue per available room
Total rooms Veneue / Total rooms Available
75
Table turnover rate
Total number of covers / Total number of seats
76
Total Average check
Total Sales / Total number of covers
77
Table turnover rate
Total number of covers / total number of seats
78
Total check average
Total sales / Total number of covers (People)
79
Food cost % of an item or recipe
Cost of food / Menu price
80
Food cost for overal items sold
Cost of all food used / Total sales
81
Labor cost
Cost of all workers' salaries / Total food and beverage sales
82
Management structure:
Human resources Enginnering and maintence Accounting and finance Sales and Marketing Food and beverage
83
Executice committee members
Room divisons director Food and beverage director Security Sales and Marketing Accounting
84
Rooms divison
Responsible for all departments relating to the guest's room and overnight stay. Rooms divison departments vary based on hotel size. Often the first point of contact for the gues
85
Guest cyclw
Begins when the guest contacts the hotel to make a reservation and ends with checkout.
86
Guest Service Associate
First contact for guest Escorts them to them to the desk Assits with luggage Replaces separate roles of desk, cleck, bellman and etc
87
Night auditor
Balances guest accounts daily. Posts charges, closes the books and completes daily reports.
88
Property Management Systems
Used to accept, store and retrieve guest information such as: reservations, history, requests and billing arrangements.
89
What was the first American cruise ship to set sail and hwen?
Quaker City in 1867
90
What was the first recognized invetor of crusing?
Peninsula and Oriental Steam Navigation Company in 1844
91
Top three players in the cruise industry:
Carnival Royal Caribbean Star
92
What does the typical cruis passenger?
46 years old Married No Children ~90K income
93
Regional Cruises
Cruises that take place in the Caribean,Mediterranean, Baltic and smaller seas
94
Coastal Cruises
Smaller than most cruises ships. Sail close ot land. Sail in Northern Europe, Mexico and the US
95
River Cruises
Friendly international atmosphere. Often feel like a small hotel. Cabins are small and meals are high quality.
96
Barge Cruises
Very small and informal. Cruise Europe's inland waterways during the summer.
97
Steam boating
Unique to the US. Great for experiencing American folklore.
98
Expeditions and natural cruises
Explore exotic and exciting locations. Passengers play an active role.
99
Adventure cruises
Explore less-traveled areas sucj as Alasak
100
Sail Cruises
No rigid structure may rely on sails up to 80% of the time.
101
World Cruises
Last 3-6 months. Luxurious and expensive
102
Crossings Cruises
Sail across the Atlantic Ocean to/from the Americas. Can take place on any ocean
103
Specialty and theme cruises
Built around passengers' special interests. Geared towards experienced cruise travelers looking for something different
104
Deluxe
Larger ships with a resort-like design. Offers a wide variety of activties, focuses on food and its service
105
Staff Captain
In charge of navigation. Supervises the "officesrs of the watch" and the first, second and third officers
106
Chief Purser
Responsible for supervising all departments except the deck and engine
107
When and what was the first restaurant?
in 1765 in Monsieur Boulanger in paris
108
What sparked classical cuisine in North America?
The French Revolution, chefs came to america to avoid death, Thomas Jefferson as an envoy of france.
109
2 founders of classican cusine?
Marie-Antonie Careme, founded classical cuisine and menu making, and Auguste Escoffier, simplified Carema and made the 5 mother sauces
110
Fine dining restaurants
Often 15 or more entrees. Made from scratch and operated by entrpeneur.
111
Production Control Sheets
Created for each station. Used to prep work to meet forecast restaurant volume
112
Par Stock
The stock level of a product that must be on a hand at all times

Hospitality (1 decks)

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