Basic Management Structure
The ____________ ____ ____ ___________ refers to those individuals who operate behind the scenes to make a guest's stay pleasant and safe
What is the "Back of the House"?
The staff member who manages the hotel’s employee benefits program and monitors compliance with laws that relate to equal opportunity in hiring and promotion
Who is the Human Resources Manager?
A performance measure used to evaluate the efficiency of an investment or to compare the efficiency of a number of different investments
What is return on investment (ROI)?
A complex database that provides information about
many travel options, including airline flights, car
rentals, and hotel, motel, and resort rentals
What is a Computerized Reservation System (CRS)?
Also called the plant manager, this individual supervises the engineering department
Who is the Chief Engineer?
The ________________ ______________ is the chief operating officer of the hotel, with responsibilities in four (4) main areas
1) relating to guests and employees, (2) overseeing operations (3) increasing profitability, (4) facility maintenance and appearance
Who is the General Manager?
Individuals who move to another country illegally, without permission to enter as immigrants or refugees; also called undocumented workers
Who are illegal aliens?
The point at which costs equal revenue
What is the Break Even Point (BEP)?
Franchises charge more money than these associations
What are referral associations?
Individuals escaping persecution in their home country because of ethnic group, race, religion, belief, or other group membership
Who are refugees?
This person typically acts as a liaison between meeting planners and the hotel
Who is Convention Services?
This rate is calculated by dividing the number of workers replaced in a given time period by the average number of employees needed to run a business
What is the Turnover Rate?
Property, automobile, liability insurance, real estate taxes, depreciation on equipment, interest on equipment, interest on borrowed money, salaries, wages and benefits are all part of a companies yearly ________________
What are "expenses"?
Used to store information about reservations, room availability, and room rate
What is a Property Management System (PMS)?
Negotiates to establish conditions and wages acceptable to both union members and management
What is collective bargaining?
The _____________ ____________ refers to posted cards showing the status of all guest rooms
What is the room rack?
Individuals who move from their country of origin to live and work in another country
Who are immigrants?
The practice of varying the room rate as the occupancy varies is known as this type of management
What is Yield Management?
The practice of hotels booking 10 to 15 percent more reservations than they have available
What is overbooking?
This could be a situation where a supervisor demands sexual favors in exchange for tangible job benefits
What is quid pro quo?
The art of rendering reservations and pricing strategies
What is revenue management?
_________________ _______________ occurs whenever any unwanted sexually oriented behavior changes an employee’s working conditions and/or creates a hostile or abusive work environment
What is sexual harassment?
In the United States, the average occupancy rate for hotels and motels was about ____ in 2006?
What is 66.4%?
According to our textbook (pg. 180) these are two of the most well-known computerized reservation systems
What are SABRE and DATAS II?
The staff member who supervises day-to-day work of room attendants at larger motels; also called an assistant housekeeper
Who is the floor supervisor?