Show:
Guest Services
Vocabulary I
Types of Accommodations
Vocabulary II
Potpourri
100
What does LATE stand for?
LISTEN, APOLOGIZE, TAKE ACTION, ENSURE SATISFICATION
100
A Particular Product or Company associated with a name, logo, or unique characteristic that serves to identify that particular product or company
What is Brand
100
What is a suite with living rooms, kitchenettes, and bedrooms? It is for travelers who wish for a more "homelike" stay.
What is All-Suites Hotels
100
not excluding any particular groups of people
What is inclusive
100
What is the highest level for the job in Hospitality Tourism?
What is Executive
200
What is the four steps of guest cycle?
Pre-arrival, Arrival, Occupancy, and Departure
200
Generally accepted customs of conduct and right living by a society, or an individual's lifetime-learned personal practices of what is right or wrong
What is Morals
200
this hotel is usually a private home that has been converted into a hotel business for overnight guests. Breakfast is always included in the room rate.
What is Bed and Breakfast Hotels
200
The rules or standards governing the conduct of a person or the conduct of the members of a profession
What is Ethics
200
Sam loves eating fruits. Sam paid $9.37 for peaches, and $10.41 for bananas with a $20 bill. The total is $19.78 and the change is .22 cents. How would you interact with Sam to make the transaction?
Good morning! Did you find everything you need? All right, let me get started. The bananas and peaches are $19.78 in total. With $20 bill, your change is .22 cents. Have a good day and please come back.
300
What does RAVE stands for?
RESPECT AND VALUE EVERYONE
300
The reception and entrainment of guests, visitors, or strangers at resorts; membership clubs, conventions, attractions, special events; and other services for travelers and tourists.
What is Hospitality
300
destination locations where vacationers and business groups can enjoy the property's recreations, sports, and spa facilities along with the local area's natural wonders and entrainment venues
What is Resort Hotels
300
to temporarily have a room in a hotel, motel, inn, bed & breakfast, or hostel
What is lodging
300
How can you provide Guest Service GOLD? Name three examples
Smile, be polite, use the guest's name, wear your name tag at all time, professional appearance, treat guests as individuals, make guests feel special, meet and attempt to exceed guest's expectations: Authenticity, Intuition, Empathy, Champion, Delight, Delivery, and Initiative
400
What is American with Disabilities Act? Give me an example
It is a law signed in 1990 to provide a clear and comprehensive national mandate for the elimination of discrimination against individuals with disabilities
400
the human quality of being different or varied
What is diversity
400
It is similar to all-suite hotels but usually offers full kitchens and guest laundromat. This hotel appeals to travelers staying longer than five days and who prefer less hotel- and more apartment-like services
What is Extended-Stay Hotel
400
the fault imposed against a business for injuries occurred on the business's property or as a result of negligent activities by employees
What is liability
400
What is the scope of the industry? (Name all 4 scopes)
Accommodations, Transportation, Food and Beverage, and Attractions
500
WHAT IS GSM? If it is scored low, what will happen to the business?
GUEST SERVICE MEASUREMENT: Low = loss of business and lower profit
500
What is the difference between hard skills and soft skills?
Hard Skills: follow established protocols, operate equipment, maintain facilities, and utilize computer systems Soft Skills: common sense, the ability to deal with people, and a positive, flexible attitude
500
This type of hotel caters to business travelers, tour groups, small conferences, and the occasional tourists. It is located in downtown business districts
What is commercial hotel
500
What is the difference between tangible services and intangible services?
Tangible: provide for guest expectations using the physical assets of the property (physical needs) Intangible: items of value to guests such as comfort, safety, and enjoyable experiences (emotional needs)
500
What are the five reasons people travel? With TWO examples
Recreation, Business, Culture, Health Issues, and Visits to Family and Friends