Activity / Tool
Front Office
Housekeeping
Engineering
Restaurant
100
This Chart helps prioritize handling problems.
What is Pareto Chart?
100
This information helps us properly schedule staff for the front desk.
What are Check-ins & Checkouts?
100
Document that describes how to safely handle hazardous chemicals.
What is the Material Safety Data Sheet?
100
Changing a light bulb is considered this type of maintenance.
What is Routine Maintenance?
100
This term describes a restaurant that is open from breakfast until dinner or later.
What is All-day-dining?
200
Marriot's service recovery routine that is used to respond to Trip Advisory reviews.
What is LEARN?
200
This front desk staffer who can fulfil any request a guest may have during the course of their stay such as booking a dinner reservation.
Who is the Concierge?
200
When this level drops, it's time to order more inventory.
What is Par Value?
200
Maintenance to keep equipment running smoothly.
What is Preventative Maintenance?
200
A term for the restaurant’s biggest (2) expenses.
What are Prime Costs?
300
This analysis calculates the amount of revenue lost if a hotel chooses to take on group business.
What is a Displacement Analysis?
300
A computer-based system used to manage, among other things, the central reservation system, rooms revenue, room rates, room assignments, guest history, and accounting information.
What is a Property Management System (PMS)?
300
A situation in which the housekeeping department and front desk have conflicting reports on whether a room is ready for the guest.
What is Room-status discrepancy?
300
This type of Maintenance would be considered Reactive.
What is Emergency Maintenance?
300
Selling mainly food is less ______ than selling mainly alcohol.
What is Profitable?
400
This Pareto Principle states that ____ percent of problems are a result of _____ of causes.
What is 80 / 20 ?
400
This consumer feels so positive about your hotel, that they will freely work to convince others that you hotel is superior.
Who is a Brand evangelist?
400
What are some key elements to help maintain satisfied (housekeeping) employees.
What is
Sufficient time to complete tasks
Consistent scheduling
Sufficient inventory
Safe conditions (Chemicals)
400
If a room requires some kind of maintenance before it is made available to guests, then it is considered to be this.
What is OOO?
400
Possible ways to reduce overall food costs.
What is Changing Suppliers; Raise Menu Prices (if lower than competitors); Mix in Dishes with Lower Cost Ingredients?
500
Identify this activity:
What is the Service Blueprint?
500
The Ritz requires their staff to ask the guest this when handling guest complaints.
What is the solution for the guest's problem?
500
This blueprint maps out a service operation from who's point of view.
What is the Guest's point of view?
500
Physical evidence that is considered attractive.
What is Curb Appeal?
500
This audit identifies inefficiencies and waste in the restaurant.
What is an Operational audit?