Acronyms
What does R.A.V.E. stand for? Ex. The most basic idea behind diversity means learning to R.A.V.E.
Respect and Value Everyone
Tourist travel and the services connected with it, regarded as an industry combined with hospitality.
Tourism
A resort where the cost of all lodging, meals, airport transfers, spa services, and activities are all bundled into a package price.
All-inclusive
What is the role of a sales person?
To locate, connect and engage clients for the purpose of selling the products, goods, or services available from his or her company.
The human quality of being different or varied.
Diversity
What does ADA stand for? Ex. In compliance with ADA, they still need a ramp put in before the restaurant can open.
Americans with Disabilities Act
A person's overall evaluation of his or her own self worth, which can be either positive or negative.
Self-esteem
These types of excursions happen on seas, oceans, river, and lakes all over the world.
Cruises
What are the four P's of marketing?
Product, Price, Place, Promotion
Services or items offered to guests or placed in guestrooms for convenience and comfort at no extra cost such as soap, shampoo, and stationery.
Amenities
What does POS stand for? Ex. He uses the POS system to put in the order and charge the customer.
Point of Sale
The visual attractiveness of a building as seen from the street.
Curb Appeal
In the food and beverage guest cycle, guests are greeted & seated during what stage of the cycle?
Arrival
This term describes the part of the marketing process that involves a business's paid messages promoting guests to use its services. Like: radio and TV commercials, flyers, e-mails, etc.
Advertising
A staff-only area of the hotel or restaurant, used for functional purposes such as storage, offices, or break rooms.
Back of House
What does ADR stand for? Ex. The ADR for a king suite at the hotel this season was $215.
Average Daily Rate
Environmentally friendly and ecologically responsible decisions and processes made by hospitality industries that guarantee natural resources will continue to be readily available in the future.
Green Practices
An economy hotel property that has only guestrooms to offer guests; no dining or recreation options are available on site, is called what?
Rooms-Only Hotel
This term is the analysis of a variety of factors such as age, gender, educational level, income, marital status, occupation, religion, etc.
Demographics
The analysis of many different factors such as age, gender, educational level, income, marital status, occupation, etc. to identify and group guests into a specific market segment.
Demographics
What does L.A.T.E. stand for? Ex. The L.A.T.E. model is a process to use when handling challenging situations.
Listen, Apologize, Take Action, Ensure Satisfaction
What is the difference between tangible and intangible services and give an example for each.
Tangible services are physical things that can be provided or done for guests (ex. give them extra towels or pillows when requested). Intangible services are non-physical items valued by guests that, more of a feeling/emotion (ex. the safety and comfort that guests feel)
Give an example of a quick-casual restaurant. Hint: NOT a quick-service restaurant
Panera, Chipotle, Subway
In sales, what is a cold call?
A sales tactic of phoning potential clients who were not expecting to be contacted by a salesperson.
The overall outlook, attitude, satisfaction, and confidence that employees feel at work.
Employee Morale