Hotel Operations
The front desk typically performs this process when a guest leaves and pays their final bill.
What is check-out?
A person who greets guests and manages restaurant seating.
Who is the host or hostess?
The phrase “the customer is always right” is an example of this type of philosophy.
What is customer-centric service?
This is the main organization responsible for airport security in the U.S.
What is the TSA?
The safe internal temperature for cooked poultry (°F).
What is 165°F?
This department is responsible for cleaning guest rooms.
What is housekeeping?
This French term means “everything in its place,” especially in kitchens.
What is mise en place?
The process of responding to and fixing a guest complaint.
What is service recovery?
This type of tourism focuses on nature and sustainability.
What is ecotourism?
This law requires accessible facilities for people with disabilities.
What is the ADA?
This term refers to the number of rooms occupied compared to rooms available.
What is the occupancy rate?
This service style involves plates being served already arranged from the kitchen.
What is plated service?
A guest’s first impression usually forms in this number of seconds.
What is 7 seconds?
A pre-set travel package often including flights, hotel, and meals.
What is an all-inclusive package?
The process of reducing pathogens to safe levels on surfaces.
What is sanitizing?
This type of hotel room includes two separate sleeping areas with a shared living space.
What is a suite?
The percentage of food cost compared to menu price.
What is food cost percentage?
A professional way to confirm you understood a guest complaint.
What is active listening?
This season of high demand and high prices is known as what?
What is peak season?
A hazard analysis and critical control points system is known as this acronym.
What is HACCP?
This management strategy predicts future room demand to maximize revenue.
What is revenue management or yield management?
This role oversees all food operations in a hotel or restaurant.
Who is the executive chef?
This score measures guests’ likelihood to recommend a business.
What is the Net Promoter Score (NPS)?
This term describes business travelers who extend their trip for leisure.
What is bleisure travel?
A documented plan for emergencies like fires, power outages, or evacuations.
What is an emergency action plan?