Identifying with and understanding another person's situation
What is Empathy
100
In non-computerized properties, when the hotel telephone operator or the restaurant cashier receives a charge to the guest, that person sends a
What are Vouchers
100
This department is responsible for the cleanliness, appearance, and condition of the entire hotel
What is housekeeping department
100
This employee is the quality-control link for the restaurant. They check the quantity, charges, and quality of what is delivered.
Who is the Receiving steward
100
Sales of more than one sleeping room or of one or more meeting rooms.
What are Group Sales
200
Keeping your promises, including getting back to the customer when you said you would
What is Follow-through
200
Kept for each guest, is a running tabulation of the charges a guest has incurred from all the departments of the hotel.
What is a Folio
200
The department plays a vital role in maintaining a quality product to sell guest. It may be involved in daily maintenance as well as in highly technical areas
What is Engineering department
200
Food service generally tag and date everything under the principle of
What is First in First Out
200
This department is responsible for selling the rooms. In to selling rooms, the entire hotel product includes selling f&b, space for meetings, and recreational facilities.
What is the Sales Department
300
When a service desk or customer representative verifies that the customer's incident has been resolved to the customer's satisfaction.
What is Follow-up
300
In a hotel this department deals with Billings and accounts payable, Financial statements, payroll, profit and loss statements, and Yield management statistics.
What is the Accounting department
300
This report coordinates with the front-desk records & housekeeping records. It shows if a room that is supposed to be vacant is in use or if a room that is supposed to be occupied is vacant
What is a Discrepancy report
300
This employee is responsible for buying all the vegetables, fruit, meats, breads, and dry good needed to produce the desired meals.
Who is the Purchasing steward
300
These sales are made primarily through repeat business-those guest that return to the property.
What are Individual Sales
400
The act of using mental pictures or images to influence your thinking in a positive way.
What is Positive imagery
400
This employee works from 11pm to 7am and finalizes the accounting for the hotel for the day using the PMS and also complies valuable research statistics for the property
What is a Night auditor
400
This hotel employee supervises specialized crafts people and licensed engineers.
What is Chief Engineer
400
This employee is the manager of the food preparation and works closely with the Purchasing Steward in ordering food
Who is the Executive Chef
400
Once a sale or group meeting is made this department takes over the organization and planning of the function.
What is the Catering/Banquet Department
500
The act of using words to influence your thinking in a positive way.
What is Positive self-talk
500
A computerized hotel system can post folios instantaneously to a
What is Point of Sale (POS)
500
The hotel employee checks the thoroughness of the room cleaners, and new the efficiency of electronic devices.
What is a Checker
500
The employee is the overall director of the department. This person is ultimately responsible for all department activities including admin. functions, food prep, and serving guest.
Who is Food & Beverage manager
500
This term refers to a trip or travel arrangement that involves two or more components of tourism