Hospitality Management Exam 2 Study Guide

Iota Number

Unique Identification number given to travel agencies. It allows agencies to book travel, earn commissions, and gain industry recognition.

Heritage Attractions

museums, historical sites, zoos, aquariums, parks and preserves

Commercial Attractions

amusement and theme parks, gaming, shopping

Live Entertainment

sporting activities, performing arts, fairs, festivals and events

Hub-and-Spoke system

reduces cost of operation and increases load factors.

Reasons for automobile preference

1. Cost 2. Convenience 3. Ability to explore/change route

75% of rentals

originate at the airport

Transportation modes can be conveniently classified into two broad categories

surface (land and water)
air

Transportation is often intermodal

with travelers relying on several different modes of transportation to reach their final destinations

AMTRAK (America's track)

Marketing name for National Railroad Passenger Corporation,

Often rail travel is more popular than air travel

More convenient
Less expensive

Extended Stay Guest

Stay for five or more consecutive nights
Bring personal items, such as bedding/pillows, decorations
Set up a workstation within the room
See kitchen as an important amenity
Work in rooms - importance is placed on setting - lighting, space configuration, comfortableness of furniture
Some take baths

general manager

the top manager with ultimate responsibility and an essential role in the success of a hotel.

Occupancy

measured in percent. How many rooms were sold compared to inventory?

ADR (average daily rate)

measured in dollars. What was the average price of all the rooms that were occupied?

RevPAR (revenue per available room)

measured in dollars. What was the amount of rooms revenue divided by all rooms in inventory, regardless if they were occupied or not?

Frequent flyer

Someone who flies with a particular airline a lot and is often offered special advantages.

Walking and bumping difference

Bumping refers to an involuntary denies boarding to a passenger. Walking refers to when hotels send guest to a different hotel

Airline Deregulation Act

The U.S. law that ended the government's economic control of the airlines; enacted in 1978.

Airline expenses

salary and fuel make more than 50%

Airline Code

The two alphanumeric abbreviation of air carriers used by travel agents and tour operators all over the world.

Airport Code

The three-letter abbreviations by which each airport is identified. For example, Buffalo, NY is BUF.

Airline industry is a leader

created 1. GDS 2. frequent flier programs and 3. yield (revenue) management strategy

largest gambling city

Macal

Who started frequent flier in 1970

united Airlines

KPI- key performance indicator

ADR (average daily rate), RevPAR (revenue per available room), Occupancy %

Hotels use

food and beverage as marketing tool

60% of restaurants

Fail within the first 1-5 years

What's largest revenue in casino?

Slot Machines

Largest revenue in hotel is rooms

Booked Rooms, Making Housekeeping most important

How is travel measured?

time

Who did the first transatlantic passenger crews?

Germany

Why did the rail service decline in america?

Cars and planes are more affordable, faster, and easier

Disneyland

Was the first theme park

Four broad categories of gaming alternatives

Traditional full-scale casino gaming; e.g., Las Vegas, Atlantic City
Historic, limited-stakes operations; e.g., those in Colorado's mining towns
Dockside (riverboat) casinos
Native American reservation gaming operations which vary from small to large-scale Vegas-style casinos; e.g., Foxwoods in Connecticut

Gaming Segments

High rollers: Sophisticated gamblers who often play internationally and focus on games of skill rather than luck
Day-trippers: Typically retirees, making short-duration trips to operations within easy driving distance, and tend to play slots and video gaming options
Low-stakes/new adopters: Both baby boomers and Generation Xers who have recently accepted gaming as a leisure alternative
Family vacationers: Families who gamble as an off-shoot to other family vacation activities provided at gaming venues

High rollers

Sophisticated gamblers who often play internationally and focus on games of skill rather than luck

Three types of sport tourism

active, event, nostalgia

Active sport tourism

where participants travel to take part in a sport

Event sport tourism

where participants travel to watch a sport

Nostalgia sport tourism

where participants visit sports-related attractions such as halls of fame, famous stadia, or sports-themed cruises

Direct impact of amusement park

Ticket sales, Things bought inside the park

In accomadations

Profit margins tend to be thin due to capital and labor intensity

Chef Escoffier (1846-1935)

revolutionized the methods of food service and kitchen organization by reorganizing tasks and activities in the kitchen by creating and defining the work of stations - brigade.

Planning to Meet Guest Expectations

Step 1 - Decide on items to include on the menu.
Step 2 - Design menu appearance.
Step 3 - Select appropriate service ware and place settings for menu items.
Step 4 - Determine plate presentation for all menu items.
Step 5 - Select appropriate level of service for menu items.

Rhythm

Coordination of each required task and activity

Timing

Sequencing of each task/activity to produce desired result

Flow

Mix of rhythm and timing resulting in smooth, efficient operation

The Bacterial Danger Zone

Temp: 40 F - 140 F

Science and technology

Advances in farm technology expand menu choices
Refrigeration and freezing technologies, along with the use of irradiation, help to store and transport foods

à la carte restaurants

feature a list of suggestions and what you order is what you get.

2 largest controllable expenses in food and beverage

food and labor