HOSP380 Exam 2

SWOT analysis

What is the term for a competitive hotel property analysis, oftentimes conducted by the sales & marketing department

Social, Military, University/Edcuation, Religious, Fraternal

What does the acronym regarding main group travelers SMURF/SMERF stand for?

Director of sales and marketing

Who is responsible for leading a hotel’s sales and marketing efforts?

attrition

The difference between the originally requested number of group rooms and the actual pick-up of a group is called…

Pace / pick up reports

what type of reports evaluate hotel performance based on the rate of reservations by date/month as well as future rooms revenue compared to the previous year?

Heating, ventillation, and air conditioning

HVAC is short for what?

assets

The resources owned by an organization. Includes cash, accounts recievable, inventories, goodwill, furniture, fixtures, equipment, buildings, and real estate

work order or maintenance request

a form used to initiate and document a request for maintenance

planned, scheduled, documented

Hotel Maintenance activities must be… (3 things)

security

Protection of an indiviudal’s or business’s property or assets

In order to prevent safety and security incidents, it is important for hotels to practice what?

OSHA (occupational safety and health administration)

a federal agency that develops and enforces regulations to help ensure safe and healtful working conditions

Safety data sheet (SDS)

What document contains information about the dangerous chemicals employees may be handling at work

Bonding

Purchasing an insurance policy to protect against the possibility that an employee will steal is a threat to cash known as…

leadership

This term describes working with others to accomplish shared goals, while gaining others’ respect, loyalty, competence, and enthusiastic cooperation

employee referrals

what recruiting method relies on current employee reccomendations in order to identify potential job candidates?

Family and medical leave act (FMLA)

What federal act offers employees the opportunity to take temporary unpaid leave from work without losing health insurance coverage in cases involving personal or close family member health issues, the birth or adoption of a new child, or supporting close family with military obligations

maslow’s hierarchy of needs

This theory describes human needs in order from the most basic to most complex

physical needs

what is the first teir of maslows hierarchy of needs?

safety and security needs

What is the second tier of maslow’s hierarchy of needs?

social needs

What is the third tier of maslow’s hierarchy of needs?

self esteem needs

What is the fourth tier of maslow’s hierarchy of needs?

self actualization needs

What is the fifth tier of maslow’s hierarchy of needs?

The Peter Principle

This term describes the phenomenon in which competent employees are continuously promoted until they reach a position in which they are no longer competent

People, planet, profit

What do the three p’s stand for?

corporate social responsibility

a practiice that helps organizations remain conscious of the various impacts they have on society, including economically, socially, and environmentally

LEED Certification

this certifiaction has different tiers and indicates an environmentally friendly building

surface-level diversity

This term refers to a situation where an organization has diversity among its frontline staff but not higher up in the chain of management

block

rooms reserved exclusively for members of a specific group

transient

Corporate, leisure, government, and long term stay are what kinds of travelers?

Compares hotel performances

What does a STAR (Smith Travel Accommodations Report) do?

preventative, routine, and emergency

What are the three categories of maintenance?

embezzlement

the theft of a company’s financial assets by an employee

time, service, and company property

what are the three other assets most subject to employee theft?

Human resources

the functional area in a hotel with the responsibility to assist managers in other departments with concerns including recruitment, selection, orientation, training, compensation, legal, safety and health, and a wide range of other specialized tasks

preparation, presentation, practice, and follow up

what are the four steps of training?

turnover

the replacement of employees needed in an organization or a position as other staff members leave

pre sales phase

site tours and bids, any activity designed to move the process to the sales phase