Introduction to Hospitality - Final Exam Study Guide

Flashcards for vocabulary review.

Social Media

Websites and apps that allow people to create and share information and ideas in virtual communities and networks.

Crisis Management

The process by which a business or other deals with a sudden emergency.

Profit and Loss Statement

A financial document showing income, expenses, and profits or losses.

Foodborne Illness

An illness caused by contamination from bacteria, viruses, parasites, or toxins.

Menu Planning

The organizing of meals ahead of time to provide a list of options for guests.

Group Sales

The practice of contracting with large companies and corporations to provide lodging, meeting rooms, banquets, and other amenities for both small and large events.

Houseperson

An associate who cleans the hotel's public spaces.

Room Attendants

Hotel associates who clean guest rooms.

Accounting

The process of maintaining financial accounts.

Profit

The revenue minus expenses.

Return on Investment

The degree to which an investment pays off.

Benchmarking

Measuring product, services, and processes against those of organizations know to be leaders in their operations.

Demand

The number of rooms desired by guests.

Supply

The number of rooms available.

Occupancy

The percentage of occupied rooms in a hotel.

Minimum Stay Restrictions

Restrictions that maximize revenue by requiring guests to stay a minimum number of days.

Bid

A detailed quote for a group of rooms negotiated at a specific price.

Request for Proposal (RFP)

A written request for the cost of rental space and hotel services.

Marketing

The action or business of promoting and selling products or services, including market research and advertising.

Public Relations

The fostering of communication control in all areas to maintain professionalism and a hotel's image.

Target Market

The specific market segment a hotel caters to over others.

Guest Service Cycle

Consists of four phases: pre-arrival, arrival, occupancy, and departure.

Reservation

The purchase of a hotel guest room for a particular day in advance.

Guest Loyalty Programs

Programs that provide incentives and rewards for repeat customers.

Guest Satisfaction Surveys

Questionnaires that measure guests' satisfaction with every aspect of their stays.