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