| A | B |
|---|
| changes in transportation | The lodging industry has historically been impacted by what? |
| the Depression in the 1930s | When did several hotel properties closed because of decreased travel business? |
| the 1950 | When did the first motels spring up in America |
| 1958 | When did commercial airlines become popular? |
| front-of-the-house | Who comes in direct contact with guests? |
| back-of-the-house | Who maintains systems or support front-of-the-house areas? |
| administrative departments | includes general management, accounting/finances, human resources, marketing/sales |
| service departments | include front desk, housekeeping, maintenance, seccurity, and food/beverages |
| leisure travelers | anyone traveling primarily for pleasure |
| business travelers | anyone traveling primarily for business |
| full-service properties | establishment that has a complete line of departments and services |
| luxury properties | establishment offering the ultimate in comfort and elegance |
| economy lodging | offers clean, low-priced accommodations with limited amenities |
| mid-priced facilities | lodging that falls betwee full-service and economy |
| all-suite properties | sccommodations providing apartment style facilities |
| resorts | proptety that specialized in providing extensive entertainment and recreational activities |
| bed and breakfasts | privately owned homes converted to have several guest rooms |
| meeting and convention hotels | property constructed specifically to accommodate conferences and conventions |
| general manager (GM) | responsible for overall performance of establishment and employees |
| assistant GM | manager who implements the GM's plans and serves as liason between management and staff |
| human resources (HR) director | person in charge of hiring and keeping quality employees |
| marketing director | responsible for generating new business, conducting market research, keeping an eye on competition |
| convention manager | plans meeting, determines rates for convention tuests, and sells banquet services |
| convention sales manager | brings in new convention business |
| desk clerk | employee who greets and registers guests and performs check-in |
| bell captain | person who overseer bellhops, door attendants, and valet parking |
| concierge | front office employee who provides guests with information and responds to special requests |
| night auditor | front office employee who works at night posting charges and balancing daily transactions |
| executive housekeeper | in charge of household staff, supplies and equipment |
| room attendants | lodging employee who performs daily guest room cleaning |
| chief engineer | oversees ongoing maintenance |
| security chief | head person who protects guests from crime, fire, theft, and unsafe conditions |
| food and beverage director | manages formal dining room, coffee shop, lounge, banquet, catering, & room service |
| property management systems | computer hardware and software used to manage a lodging property |
| post | to enter a charge into a guest account |
| guest folio | record of guest charges and payments |
| central reservation system (CRS) | serevice that allows guests to reserve a room at any branch property by calling 1 telephone number |
| room inventory | total number of rooms a lodging property has to sell |
| block | to reserve a room on a specific day |
| rooms forecast | analysis of anticipatted room inventory based on past sales |
| yield management | technique that calls for varying room rates as demand for rooms varies |
| Hubbart formula | used to set room rates |
| rack rate | highest rate category offered by a ledging property |
