Term
| 3 ways to classify hotels |
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Definition
1. Location
2. Types of services offered
3. Market Price levels |
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Term
| What is the factor making you a downtown hotel? |
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Definition
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Term
| Downtown hotels typically have..(2 things) |
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Definition
-A signiture restaurant
- range of accomodations & services |
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Term
| What days are downtown hotels busiest? peak day? |
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Definition
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Term
| Why did resort hotels originally begin? |
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Definition
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Term
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Definition
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Term
| Where are resort hotels typically located? |
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Definition
| Outside high traffic places |
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Term
| Are resorts usually a chain or independent? |
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Definition
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Term
| What is the phrase used when guest typically stay on resort grounds? |
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Definition
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Term
| Food service in resorts is... |
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Definition
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Term
| Secret to success at resorts |
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Definition
| Great childrens program for entertainment |
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Term
| When are the main work days at business hotels |
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Definition
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Term
| when are the main work days at resorts? and what is the free amenity employees receive? |
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Definition
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Term
| What is the most profitable thing about hotels? |
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Definition
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Term
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Definition
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Term
| What type of hotels have high occupancy due to location? |
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Definition
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Term
| What type of travelers go to Airport hotels? |
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Definition
| business, group, and leisure |
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Term
| What is the first thing you do when you work at airport hotels? |
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Definition
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Term
| Whats the average number of rooms at airport hotels? |
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Definition
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Term
| Airport hotels HAVE to have... |
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Definition
| 24hr free parking and a airport shuttle service |
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Term
| Suburban hotels are also called.. |
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Definition
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Term
| 2 traits of suburban hotels |
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Definition
-free parking
-outside the city |
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Term
| What is suburban hotels primary source of business? |
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Definition
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Term
| Full & limited service hotels have the same.... |
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Definition
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Term
| 4 characteristics of full service hotels |
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Definition
1. F&B variety
2. Recreational/fitness
3. Room Service
4. Banquet |
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Term
| 2 characteristics of limited service hotels |
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Definition
1. bare minimum
2. self serve breakfast |
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Term
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Definition
| Private clubs, casinos, cruises, campgrounds, b&b |
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Term
| Convention hotels meet the need of.. |
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Definition
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Term
| What kind of service is convention hotels? |
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Definition
| full service (upper-upscale) |
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Term
| Convention hotels are most common where? |
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Definition
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Term
| What is considered a first tier city? |
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Definition
| 2 or more pro sport teams |
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Term
| Do casinos have expensive room rates? |
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Definition
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Term
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Definition
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Term
| What is popular for casinos to have? |
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Definition
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Term
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Definition
| Casinos arent the main attraction, now its social aspects like the entertainment |
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Term
| What do casinos subsidize? |
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Definition
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Term
| What is the profitability on casinos... |
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Definition
| Room profit (theme park revenue) |
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Term
| Casinos have a variety of.. |
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Definition
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Term
| What is going down in revenue? |
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Definition
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Term
| Vacation ownership is the ____________ of travel industry |
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Definition
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Term
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Definition
| A condo that is owned and a purchaser uses for a specific period of time each year |
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Term
| What is vacation club? is it real estate based? |
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Definition
Purchase points that entitle purchaser use of facility
-no |
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Term
| What are people who like the same called? (no adventure) |
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Definition
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Term
| What are people who like adventure and new things called? |
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Definition
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Term
| Its estimated that ______ households own vacation intervals at _______ resorts in almost ______ countries |
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Definition
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Term
| Timeshares have _______ times |
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Definition
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Term
| Vacation ownerships have ______ times |
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Definition
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Term
| What is a struggle with vacation ownerships.. |
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Definition
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Term
| Bed & Breakfast gives off the image of a _______ |
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Definition
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Term
| What is the main trait of a B&B |
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Definition
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Term
| What kind of service is offered at a B&B |
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Definition
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Term
| Market Price levels is also referred to as a.. |
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Definition
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Term
| What is the difference in the average daily rate of a luxury hotel and an economy hotel? |
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Definition
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Term
| 4 traits of revenue centers |
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Definition
1. generate profit
2. f&b
3. front office-rooms
4. retail and banquets |
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Term
| Cost centers support the... |
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Definition
| Revenue centers so they generate profit |
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Term
| 4 main sections of cost centers: |
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Definition
| housekeeping, maintenance, accounting, security |
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Term
| What is the largest labor expense? |
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Definition
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Term
| The general manager is also called the.... |
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Definition
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Term
| GMs must be able to relate to |
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Definition
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Term
| GMs are considered to be ______ |
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Definition
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Term
| GMs are responsible to... |
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Definition
| the owners of the hotel, the community, the employees, and the guests |
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Term
| What is the #1 quality needed of a GM? |
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Definition
| Leadership (on and off the clock) |
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Term
| 5 other qualities of a GM: |
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Definition
1. attention to detail
2. follow-through
3. people skills
4. patience
5. ability to delegate effectively |
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Term
| Rooms are divided into 7 parts, what are they? |
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Definition
| Front office, reservations, housekeeping, concierge, guest services, security, communications |
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Term
| The director of marketing and sales does business with what type of people? |
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Definition
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Term
| Human Resources has _____ pay and ______ quality of life |
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Definition
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Term
| The director of accounting is also known as _____ and reports to _______ |
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Definition
The controller
- the owner |
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Term
| The front office manager is the ______ of the hotel |
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Definition
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Term
| FOM main job is to ...... |
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Definition
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Term
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Definition
1. review previous nights occupancy/ADR
2. review arrivals/departures/VIP rooms |
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Term
| What is the priority for the FOM |
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Definition
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Term
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Definition
| The marketing mix (type of guest checking in) |
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Term
| What is the goal of the FOM |
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Definition
A perfect sell
- fill 100% everynight for the hotel |
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Term
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Definition
Show up with a confirmed reservation and no rooms available
-pay tab at another hotel |
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Term
| What do you say when you have to walk a guest? |
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Definition
| "Here's what were going to do for you" |
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Term
| What is a main trait of a FOM |
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Definition
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Term
| What are the people that work at the front desk called? |
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Definition
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Term
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Definition
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Term
| What are the GSAs in charge of during the 7am-3pm shift? characteristics? |
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Definition
"old lady shift"
-checkouts, guest inquiries, room changes
-autonomous (clockwork) |
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Term
| What are the GSAs in charge of during the 3pm-11pm shift? |
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Definition
"college student shift"
-check-ins, reservations |
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Term
| What is the most interesting job in the hotel? |
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Definition
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Term
| What is the jobs of the night auditor? |
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Definition
| Closes books, post charges, balances guest accounts, complete daily reports |
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Term
| What is the future of hotel foodservice? |
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Definition
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Term
| Has Hilton eliminated roomservice? how? |
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Definition
| No quite-hours of delivery & manerisms have changed |
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Term
| What is the new concept called that Hilton created? |
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Definition
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Term
| What makes Herb N Kitchen different from others, what does it have? |
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Definition
| A "third place"- you can eat quickly and alone or meet in small groups |
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Term
| This concept of herb n kitchen brings Hilton back to the origins of..... |
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Definition
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Term
| What does kit of parts mean? (reffering to hilton) |
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Definition
| The idea can be adapted to all kinds of hiltons |
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Term
| The mission statement communicates the ______ of the job |
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Definition
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Term
| Hotels use _________ to achieve its _________, that are used to carry out its ________ |
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Definition
-strategies and tactics
- goals
-mission statements |
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Term
| Whats an organizational chart? |
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Definition
| A representation of the relationships between positions within an organization |
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Term
| What are front of the house areas? |
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Definition
| Where guest interact with employees |
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Term
| What is the LEs Clefs d Or? |
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Definition
| Golden Keys that certified concierges wear once certified by the international association of concierges |
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Term
| The mission statement addresses the interest of 3 groups: |
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Definition
| guests, management, and employees |
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Term
| To the guest... what represents the hotel? |
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Definition
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Term
| The flow of business can be divided into what 4 stages? |
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Definition
| Pre-arrival, arrival, occupancy, departure |
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Term
| The functional efficiency of a front desk depends on.. |
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Definition
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Term
| A __________________ comprises software modules capable of supporting a variety of activities in front and back office areas |
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Definition
| Property Management System |
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Term
| A division of the flow of business through a hotel that identifies the contacts and financial exchanges between guests and hotel employees |
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Definition
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