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one of the world’s largest and fastest growing industry

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Tags and Description

FUNDAMENTAL IN LODGING OPERATION

150 Terms

1

one of the world’s largest and fastest growing industry

HOSPITALITY INDUSTRY

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2

To recieve as a guest

Hospitare

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3

A place to stay

Lodging

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4

Scope of the Hospitality Industry

Lodging,Entertainment and Recreation,Food and Beverages,Travel and Tourism

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5

Refers to the department or personnel that works with direct contact with the guest

Front Of The House

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6

Refers to businesses that offer lodging or accommodation in conjuction with food and entertainment

Hotel Industry

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7

Offers patrons opportunities to sleep cheap, yet spend big

Casino Hotel

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8

Hotels Can Be Classified According to: (7)

Location/ Function and Services/ Market Segment/ Size/ Hotel Rating/ Type of Ownership/ Property Features

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9

Hostelers (middle ages)

Inn Holders

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10

generally located in center city for the convenience of the business traveler

Commercial Hotel

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11

Accommodations of lesser quality

Hostels

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12

Motel also called?

Motor hotel

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13

Commercial properties that have the capability of hosting conferences and meetings

Convention hotel

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14

Commonly describe as lodging establishment that attracts pleasure travelers or vacation seekers

Resort Hotel

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15

Built in major travel centers. For business travelers, airline passengers with travel layovers, airline personnel

Airport Hotel

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16

Denoted lodging facilities designed for guests who need long term accommodations

Extended Stay

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17

Designed for travelers who stay 5 nights and longer

Residential Hotel

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18

How many rooms are there in small hotels?

under 100 rooms

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19

Responsible for receiving and processing reservation request for future overnight accommodations

Reservations

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20

How many rooms in medium sized hotels?

151-300 rooms

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21

What is the size of the hotel if the rooms are above 300?

Large Hotel

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22

Most visible department in Hotel

Front office Department

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23

also called private branch exchange

Telecommunication

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24

They operate the hotel vehicles

Transportation Personnel

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25

Best known employees on the uniformed staff

Bell Attendants

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26

dedicated to welcoming guest to the hotel,They open the doors and assist guest upon arrival

Door Attendants

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27

Security of vehicles are moved to and from the hotel entrance/They park the guest and visitors vehicles</p>

Valet Parking Attendants

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28

Monitors the financial activities of the hotel

Accounting Division

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29

Often found in a world class or luxury hotel/Duties includes arranging transportation for the guest and they provide information about local cultural events and other attractions

Concierges

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30

Most important support department for the front office. Employs a larger staff than other department

Housekeeping Department

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31

Ranks second to the rooms division in terms of total revenue. Supports room service , catering and banquet activities

Food and Beverages

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32

What time usually the guest check- in in hotel?

2pm

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33

Responsible for maintaining the property’s structure and grounds and electrical/ mechanical equipment

Engineering and Maintenance Division

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34

Responsibilities includes: finding and hiring employees, training, employee relation, labor relations, administrations

Human Resources Division

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35

Responsibilities includes: patrolling the property, monitoring surveillance equipment and ensuring the safety of all those on the hotels premises

Security Division

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36

Other hotel divisions are: (3)

Retail outlets, recreation, casino

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37

What are the 4 stage Guest cycle?

pre-arrival stage/ arrival stage/occupancy stage/departure stage

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38

Traditional front office work shifts are:

Day shift 7am-3pm/ Evening shift 3pm-11pm/ Graveyard shift 10pm-6am

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39

Guest has left the hotel without paying

Skipper

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40

is typically for front office employees in most hotels

Fourty hour workweek

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41

Cross checking accurancy of the guest before closing the current day operation

Night Auditor

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42

Guest is registered to the room but bed has not been used

Sleep-out

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43

Room cannot assign a guest

Out of Order (OOO)

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44

Hindi dumaan sa front desk pero may payment or nag iwan ng bayad

DNCO (DID NOT CHECK OUT)

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45

Extended stay at the hotel room

Stay-over

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46

Guest has requested not to be disturbed

Do not Distured

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47

Malapit nang mag check out si guest

Due out

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48

Free charges, no charge for its use

Complimentary

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49

In-stay Stage/“Nasa loob na ng room si guest”

Occupancy Stage

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50

Guests choose their hotels/during this stage of the guest cycle

Pre-Arrival Stage

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51

Is where we always put our best foot forward for our hotel guest<Handling guest luggage, hotel registration, opening guest account for check in, issuing key and welcome kit, escorting the guest to their room

Arrival Stage

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52

The final stage of the guest cycle, guest services and guest accounting aspects are completed during this stage “Check- out process”

Departure stage

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53
\

What is the standard check-out time?

12pm or 12nn

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54

Responsible for planning, organizing,leading and controlling the department

Director of Rooms

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55

mode of reservations

Call,website,email,walk-in

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56

Type of Reservation

Regular, Guaranteed, Non- Guaranteed

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57

Key Steps in Handling Guest complaints are?(5)

Listen, emphatize, apologize, provide solution,follow up

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58

The amount of money an organization has right to receive within some specified period against the delivery of products/ services

Accounts Receivable

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59

The amount a hotel guest has to pay in line with the cancellation of their room reservations

Cancellation Charges

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60

Form that is being filled out by the hotel guest before they check-in

Guest Registration Card (GRC)

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61

Hotel guest did not show up on the day of their stat

No Show

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62

Published rate, hotel rates without discount

Rack Rate

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63

A guest is currently registered to guest the room

Occupied

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64

The room is occupied but the guest has assessed no charge for its use

Complimentary

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65

The guest has departed, but the room has not yet been cleaned and readied for re-sale

On-Change (vacant dirty)

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66

The guest has left the hotel without making arrangements to settle his or her account

Skipper

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67

The guest has requested and is being allowed to check out later than the normal/standard departure time of the hotel

Late check-out

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68

The has been cleaned and inspected and it ready for an arriving guest

Vacant and Ready

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69

The guest is registered to the room, but the bed has been used

Sleeper

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70

The room has been locked so that the guest cannot re-enter until he or she is cleared by a hotel official

Lock-out

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71

to promote the sale of hotel products and services, they research the market place and develop advertising and public relation programs

Sales and Marketing Division

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72

Types of Rooms

Single/ Double/ Triple/ Quad Room/ Queen Room/King Room/double-double room/Mini or junior suite/adjoining room/adjacent room/studio room/ connecting room

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73

Reason or purpose for existing

Organizational Missions

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74

What system is usually used?

Property Management System

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75

should complement and support the hotel’s mission and property-wide goals

Strategies and Tactics

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76

Uniformed Services are (5)

Bell Attendants/ Door Attendants/ Valet Parking Attendants/ Transportation Personnel/ Concierges

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77

Hotel’s three main constituent groups:

guest/ manager/ employee

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78

Must perform or achieve to effectively carry out its mission/ More specific than a mission

GOAL

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79

can reflect a hotel’s management philosophy

Hotel Mission Statement

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80

refers to the department or personnel that performs behind the scene

Back of the House

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81

a schedule how often an area is cleaned

FREQUENCY SCHEDULE

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82

a list that help the housekeeping staff

ACCOMMODATION LIST

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83

Sanitary fittings consist of toilet bowl

WATER CLOSET

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84

a report that allows the housekeeping department to say the status of the room

ROOM STATUS REPORT

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85

A person who heads the department responsible for location of guestroom

R.D.M. ROOM DIVISION MANAGER

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86

sauteed items and all sauces

SAUCIER (saa-see-ur)

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87

roasted, braised,grilled and fried meats

ROTISSEUR (ro-tee-sur)

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88

different fish items

POISONNIER (pwa-sohn-ee-a)

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89

hot appetizers, soups, vegetables, pasta,and starches

ENTREMETIER (on-trah-met-ee-ay)

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90

cold appetizers, salad

GARDE MANGER (guard-mahn-zhay)

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91

pastries, baked goods, desserts and breads

PATTISIER (pah-tiss-ee-ay)

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92

Cooks who help chef de partie in food preparation

COMMIS

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93

act as communicator between dining and kitchen staffs

CAPTAIN/HEAD WAITER

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94

connector between kichen and server/ dispatcher

ABOYEUR

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95

types of menu

TABLE D’NOTE /ALA CARTE MENU

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96

plays a significant role in the

overall guest experience in an

accommodation establishment.

FOOD AND BEVERAGE DEPARTMENT

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97

the computation of the food

and beverage cost before putting up the

desired income per menu items.

MENU COSTING

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98

the science of balancing

the high and low food cost items to meet the

desired cost, strategically placing items in

the menu to generate higher food order

volume.

MENU ENGINEERING

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99

Take orders, suggest food and

beverage items to the guests, and

provide the entire food service

cycle.

FOOD SERVER/WAITER

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100

Plan, implement, review, and control the menu.

Maintain the appropriate costing of food and

beverage items.

EXECUTIVE CHEF

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