This large type of hotel typically has a restaurant and separate bar, room service and meeting/banquet facilities. It can be located in a destination market or a City center.
What is full-service?
100
The boss. The big cheese. The chief.
Who is the GM?
100
This department is responsible for being the "face" of the hotel to guests.
What is Front Desk/Front Office?
100
Where was the first documented hotel established as a "house of God" or Refuge for the Poor?
What is France (Burgundy)
100
JW Marriott founded his company on the "Spirit to Serve" but he is most famous for his philosophy, called the "Marriott Way". He once explained his philosophy in how to take care of things in what order. What did he say?
What is take care of the associates, they will take care of the guests (and the money will take care of itself)
200
This type of hotel is known for being "different". No two hotels that fall into this category are alike.
What is Boutique?
200
The toilet's broke again... Who ya gonna call (the guy in charge)....
Who is the Chief Engineer?
200
This department typically handles the cleanliness of the hotel
What is Housekeeping
200
Very popular in Europe for centuries before the Americans caught on... Starbucks likes to take credit for introducing Americans to these.
What are coffee houses?
200
This is a relatively newer movement in hospitality that operates on the principles that through participatory management, all levels of associates are empowered to work in groups to establish guest service expectations and determine the best way to meet or exceed these expectations - focusing on the whole picture of the guest experience
What is Total Quality Management (TQM)
300
This type of hotel is usually in a place you want to vacation. It offers several restaurants, bars, meeting and banquet space, multiple pools and probably several activities geared towards families.
What is Resort?
300
This person is frequently in charge of all things housekeeping and front desk. At a smaller hotel they might be responsible for the breakfast staff too
What is AGM, Operations Manager or Rooms Division Manager
300
This department is responsible for keeping everyone safe and sound.
What is Security?
300
It wasn't until after this major event in history that the travel industry really started booming. More and more Americans were "hitting-the-road" as a way to vacation. During this time many motel chains were founded as "freeway hotels" and White Castle got its start.
What is World War II
300
This brand has a mission statement that says "we create happiness". It is regarded as the gold-standard in customer service because it has changed the way it views customers (guests) and associates (cast members) to create a unique experience.
What is Disney
400
This hotel is the most common type of hotel in the industry today. It offers a nice room with several amenities in the room but often offers only a swimming pool and some meeting space on the property. Depending on the brand, it is referred to by two separate names.
What is limited or select-service
400
If I am a catering server and I am having a problem... what is the chain of command I would follow to get my problem resolved? (Start from the person you would go to first and go up the chain of command to the highest)
What is Banquet Manager --> Catering Director--> Director of F&B (or Sales Director --> Director of Sales & Marketing) --> Resident Manager/AGM --> GM
400
This department is not at every hotel. They handle all of the money.
What is Accounting
400
This served as a symbol for hospitality and can still be found in many hotel logos. In a tradition dating back to early European travelers, these were often placed on doorsteps or gates as an invitation to come in and celebrate with the homes' occupants after a long time away
What is a pineapple?
400
This term was used by Jan Carlson to redefine a guest interaction from a transaction to what it really means when a guest and service member meet. Its where the rubber meets the road, and sometimes our one and only chance to impact that guest.
What is "Moment of Truth"
500
This hotel offers only a few amenities to its guests which may include a pool, guest laundry, breakfast and maybe a snack in the evening. It is known for having the biggest rooms, often with a kitchen.
What is extended-stay?
500
Name 3 people that might answer to the Director of Sales & Marketing
Who is the sales manager, reservations manager, catering sales manager, convention services manager, catering director, sales coordinator, marketing manager, ecommerce manager
500
This is the department that strictly handles phone calls from outside and inside a hotel
What is PBX
500
This civilization was the first to record anything regarding "hospitality". Although not in it's traditional sense, everyone would feel more "hospitable" after an ancient beer in their pre-civilization taverns...
Who are the Sumerians?
500
SWOT stands for:
What is Strengths, Weaknesses, Opportunities and Threats