Full FBLA Hospitality Management

aesthetic pollution

the spoiling or contamination of the natural beauty and features of an enviorment, due to poor planning and design of tourism projects

AIDA model

a framework for creating an advertising message that that gets Attention, holds Interest, stimulates Desire, and acheives Action

average daily rate (ADR)

a rate based on total sales for the day divided by the total number of sold rooms.

back of the house

the area in a hospitality establishment that guests usually do not view, including all areas responsible for food quality and production, such as the kitchen and recieving, office, and storage areas

behavioristics

Statistics about consumers based on their knowledge, attitudes, use, or response to a product

career plan

a written statement of career goals and the necessary steps to acheive them

certification

an authorization stating that one has fulfilled the requirements for practicing in a feild or career

channel of distribution

the path a travel product takes from producer to the consumer, or traveler

changeability

a condition of being subject to change or alteration

charter tour

a tour in which a tour operator buys all the seats on an airplane, train, or bus and resells them to travelers

commercial recreation

any recreational activity for which a guest pays a fee

commercial site

an establishment, such as a restaurant, where a food-and-beverage business competes for customers

competitive advantage

an advantage over competitors due to greater value to consumers through lower prices or more benefits.

concierge

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.

consolidator

an agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.

consumer show

a single- or multi-day exhibition held at a convention or civic center arena.

convention and visitors bureau (CVB)

an organization that works with meeting planners to provide tourist information services to business and leisure travelers

core product

the main product that the customer is buying

cost-plus pricing

pricing products by calculating all costs and expenses and adding desired profit

cross-selling

the method of selling the customer additional related products tied to one name

customized tour

a tour that is more expensive than a package tour and is designed specifically for an individual tourist.

demographics

Statistics that describe a population in terms of personal characteristics, such as age, gender, income, ethinicity, or education

dependables

travelers who prefer familiarity and creature comforts and seldom try anything new or different

destination marketing

the process of developing, promoting, and distributing specefic locations to satisfy travelers and maintain appeal as long as possible

destination resort

a resort property in a specefic location with a concentration of recources or facilities

destination

the final stop of a journey, or the goal for travelers

direct channel

the path a product takes without the help of any intermediaries between the producer and consumer

direct mail

any advertising message sent directly to prospective customers via the mail

disposable income

the money left from a person's gross income after taking out taxes

distribution

the process of getting the product to the consumer

diversity

ethnic variety as well as socioeconomic and gender variety in a group or society

economic multiplier

The process of how money filters through a local economy and is spent and re-spent, creating income for other businesses.

ecotourism

a branch of tourism encompassing adventure tourism and sustainable development of regions for future generations

elasticity of demand

the variation of consumer demand due to a change in price

empowerment

The granting of authority or power to front-line personnel for handling and solving guests' problems

entrepreneur

a person who organizes, manages, and takes the risk of owning and operating a buisness

entry-level

the position of an employee at the beggening level of a particular career

e-tail

the sale of goods or services to the customer by means of the Internet.

ethics

an expression of the standards of right and wrong based on conduct and morals in a particular society or a system or theory of moral values and principles

exemplary guest service

consistent hospitality service that exceeds guest expectations.

experimental method

A research method whereby a researcher observes the results of changing one or more marketing variables

facilitating products

goods or services that aid the use of the core product

feature

a basic, physical, or extended attribute of a product or purchase

follow-up

a phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place

franchise

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

frequent-flyer program

a program in which an airline offers free travel, upgrades, and discounts to program members

front of the house

the area in a hospitality establisment that guests view, such as the entrance and dining room

front of the house (lodging)

the area in a lodging facility that guests view, such as the lobby

full-service restaurant

a restaurant where a customer sits at a table, gives an order to a server, and is served food at the table

geographics

statistics about where people live.

globalization

the increasing integration of the world economy

goal

the eventual desired outcome

guest or uniformed services

staff member in uniforms, including the bell staff, valets, security offers, concierge, and door or garage attendants

guest satisfaction

the fulfillment of guests' needs and wants regarding recieving quality hospitality products

guest service agent (GSA)

a hotel staff member who performs all of the functions of a desk clerk/agent, concierge, and valet

hallmark event

a local or regional event with national or possible international appeal that occurs once or annually

hospitality-specific traits

professional characteristics needed in the hospitality industry, including a positive personal attitude, good work ethics, maturity, and good personal appearance as well as leadership and time-management skills

hub-and-spoke system

an effective network for an airline formed by a hub, or a large airport, connected to other smaller airports called spokes

incentive

a reward that is usually in the form of money but may also be stock options, profit-sharing privileges, a company vehicle, and/or a bonus program

indirect channel

the path a product takes using intermediaries between the producer and consumer

informational interveiw

a formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company

infrastructure

the physical components of a destination, such as hotels, resturants, roadways, and transportation, that support tourism

institutional advertising

advertising with a goal of developing goodwill or a positive image

intangibility

a state of being abstract, as are things that cannot be touched

intermediary

an agent who does not work directly for a travel provider but sells his or her products for a fee

job application

Document that job seekers fill out to help employers screen applicants.

Hospitality

"the reception and entertainment of guests, visitors or strangers with liberality and good will."

Derived from "hospice": medieval house of rest/nursing home

ARAMARK

provides food service operations to businesses, recreation centers, sports stadiums, college and university campuses, health care facilities, convention centers, and gourmet restaurants

Manager's role (objectives)

1. Make guests feel welcome.

2. Wants to make things work for guest.

3. Makes sure operation continues to provide service while making profit.

Profit

financial gain; difference between money earned and spent

Knowledge worker

Man or woman who applies to productive work ideas, concepts, and information (knowledge crucial to success)

Hospitality industry

service industry; lodging, restaurants, event planning, theme parks, transportation, cruise lines, other parts of tourism

Job benefit mix

money gained from job vs. knowledge/experience gained from job

Managerial Organization

Bosses and workers (organization chart)

Informal Organization

Social organization; influential workers/leaders

Physical Organization

Layout of workplace

Back of the House

how quality measured in food preparation, menu planning, recipes, cooking methods, supervision, and food holding; not seen by consumer

Front of the House

Busing dishes, waiter/waitress, server of cafeteria line; seen by consumer

Strategy of Job Placement

1. Income

2. Professional Status

3. Evaluating the Employer

4. Determining potential job satisfaction

4. Accepting skilled jobs

Demand

=customers; The desire and ability to purchase a good or service at a particular price during a specified period

Demographics

study of objectively measurable characteristics of our population such as age and income

Baby boomers

people born from 1946-1964

Generation X

people born from 1965-1975

Echo boomers/Generation Y

people born in late 1970s

Diversity

variety, such as ethnic diversity

Two-income families

Families where both parents work, resulting in two people getting income

Family composition

childbirth, marriage, divorce, adoption, foster care (the make up of a family)

Empty nesters

Middle-aged or older parents who do not have children living with them

Psychographics

People's different patterns of activities, interests, opinions

Part-time workers

Employee that usually works about 30-35 hours per week

Off-premise sales

Food take-out, drive-through, and delivery

Distribution

marketing problem of gaining a presence in many markets

Points of Distributions (PODs)

located in any place where there is consumer traffic; venue

Host

large unit where PODs are located

Specialty restaurants

restaurant featuring specific kind of food to constitute a significant component of casual restaurant segment

Ethnic restaurant

restaurant offering cuisine and theme that combines to provide a "getaway" experience

"Eatertainment"

theme restaurants where diner's experience is centered in entertainment provided by restaurants' stage-set decor

Guest satisfaction

desired outcome of hospitality services (key responsibility of front of the house)

Profit

Total Sales - Total Expenses

Profit Margin

Profit / Sales