Hospitality marketing
What is the usually not-for-profit organization that represents a city of region in servicing and solicitation of all types of travels. Used interchangeably with VCB
What is the department that is responsible for protecting the organization and its associates? This dept. is in charge of hiring, firing, and training associates.
Human resources
Step one in service recovery process; the more time a guest feels that they were wronged without a resolution the more frustrated they will become
Quick response
Agreements with customers, clients, suppliers, employees, and others who help the business facilitate their goals
Contracts
Describe the difference between FOH and BOH
Front of House
Back of House
What is the difference between a CVB and a VCB?
CVB=Conventions are primary source of revenue
VCB=Individual travelers are primary source of revenue
Acheiving low ______ is the goal within a hospitality organization. It's defined as the rate of quits, layoffs, and other separations intiated by the employer or the employee.
Turnover
Step two of service recovery; avoid getting defensive or trying to blame the guest. Instead....
Take ownership
The percentage cost of labor in running your operation; this includes wages and benefits costs
Labor cost percentage
The average rental income for a paid occupied room in a given time period
ADR (Average Daily Rate)
What is the name of the groundhog that brings in thousands of dollars of revenue for a small town in Pennsylvania?
What term would describe planning ahead (generally), but specifically in this category, deciding the supply and demand of the positions needing during certain times throughout the year?
Forecasting
Step three: offer a solution that will make the guest feel more comfortable, vital part of service recover
Solve the problem
The ratio relating the number of rooms SOLD to the number of rooms AVAILABLE
Occupancy percentage
A company dedicated to the management and operation of hotels
Hotel management firm
What is the United Nations agency responsible for the promotion of responsible, sustainable, and universally accessible tourism?
The World Tourism Organization (UNWTO)
What act prohibits employment discrimination based on race, color, religion, gender, pregnancy, and national origin
Title VII of the Civil Rights Act of 1964
Step four...Treat the guest as if they are still following you around until you follow up with them to make sure the solution offered has truly resolved the situation.
Follow through
Group of properties to compare your own property with; primarily to assist with positioning your ADR (Average Daily Rate)
Competitive (comp) Set
The term that refers to any party that would be impacted by the outcome of an event
Stakeholder
Name at least two areas of specialty or niche tourism:
adventure tourism, culinary/food tourism, sport tourism, ecotourism
Describe the difference between intrinsic and extrinsic rewards.
Intrinsic: self-initiated rewards, such as doing a good job, pride in employment, and enjoying the work atmosphere
Extrinsic: typically tangible and financial, such as money, promotions, bonuses, and benefits
Step five...Many times if one guest has a complaint, they are not the only one. After the service recovery is handled, what should you do?
What kinds of experiences should you gain if your goal is to become a GM of a hospitality operation?
Working and leading in all areas of a hospitality operation
Any time a guest forms an impression of the operation. Person-to-person interactions between the guest and the person delivering the service experience
Moment of Truth