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159 Cards in this Set

  • Front
  • Back

so where does hospitlaity fit into all this?

It begins with each and everytime we have a guest encounter.

People with a service spirit are happy to do what?

Are happy to do something extra to amke a guests experience memorable.

what is hospitality spirit?

Is a passion to give pleasure to others

what does one experience Human Resource Director Charollette call it?

she calls it creating memorable experience for others and being a one ambassoder of the world, adding warmth and caring

everyday employees do what?

everyday employee's encournter guest who rely on them for service for which can make or break their experience.

we as emplyees want to do what for guests?

We as employees want to wow the guests and have them return often with their freinds.

What has the pineapple enjoyed?

the pineapple has enjoyed a rich and romantic heritage of welcome, freindship, and hospitality.

What is the pineapple recognized as and what is it a sign of?

A pineapple has been internationally recognized as a symbol of hospitlaity, and it is sign of friendliness, warmth, and cheer.

what is the pineapple?

. It is symbol of welcome, friendship, and hospitality.


. Favored fruit to serve royalty and the elite.


. Globlly recognizrd as a symbol of hospitality.

what is the hopsitlaity and tourism industry and what is one of its most exciting aspects?

The hospitality and tourism industry is one of the largest and fast-growing industry in the world. And one of exciting aspects of the industry is that it is ade up of many professions

what are some of the profession that hospitality and tourism industry range from?

They range from positions in:


. Restaurants


.cruiselines


. theme parks


.casinos


. and everything in between

Hospitality industry is an exciting place to be:

it is:


. Fun


. Fast-paced


. Stimulating to work in


. Competitive pay (not always)


. Advancement opportunities

what is in Travel:

. Air


. Cruises


. Rail


. Coach


. Automobile


. Ecotourism

what is in Lodging (Accomodation)

. Hotels


. Motels


. Resorts



What is Assembly and Event Management (Business)



. Meetings


. Conventions


. Expositions



what is Restaurants and Managed Services (Food and Beverages):

. Restaurants


. Managed Services



What is Recreation Travel:

. Attractions


. Gaming


. Parks


. Recreation



How long are hospitlaity businesses open through out the year?

They are open 365 days and 24 hours a day.

what are the 4 shifts the hospitality has:

the four shifts are:


Morining shifts: 7 am


Mid shifts: 10 am to 7pm


Evening shifts: 3pm to 11:30 pm


Grave yard shifts: 11pm to 7:30pm

In the hospitality industry we constantly strive for outstanding what?

In the hospitality industry we constantly strive for outstanding guest satisfaction which leads to guest loyalt and profit.

what is guest satisfaction?

Is the desired outcome of hospitality services.

Our guest service are what?

our guest service are mostly tangible, the guest cannot "test drive" a night stay at the hotel, "kick start" prior to boarding a shuttle.

what is intangible services?

hospitlaity service is intangible; it cannot be sampled prior to purchase.

Somethign of production and consumption of the service product and the inherent heterogeneity of the the product due to each guest unique demand.

Inseprebilty of production and consumption of the service product and the inherent heterogeneity of the product due to each guest unique demeand.

what is Inseperability?

is the linkage of hospitality product and service.

what is inperishablity?

is the limited life time of hospitlaity products; for example last night, vacan hotel room cannot be sold today.

why is service such and essential element of the industry?

Because the industry depends on it.


Great service results in happy guests

what do happy guests provide?

happy guests provide not only repeated business but also a chain reaction via word of mouth.

what are the Seven Deadly Sins of Service?

. Apathy


. Grossly overbooked reservation


. Brush-off


. Holding better tables for favorite guests


. Coldness


. Maitre d's who could suddenly conjure up a table fo ra heavy tip


. Robotics


. Treating guest with attitude, bordering on arrogance


. Rule book


. Runaround

How many percent of the American and Canadian economies and increasin of other countries are engaged in service industry?

70% of the American and Canadian economies

What is exceptional service?

Exeptional service is the act or means to serve. "to serve is to provide goods and services for" and be assistence to "

What is the essence of team work?

is someone in the back of the house is serving someone in the front of the house, who is serving a guest.

what is back of the house?

Is the support areas behind scenes in a hotel or motel, including housekeeping engineering, and food service. Also refer to endividuals who operate behind the scenes to make a guest's stay pleasant.

What is front of the house?

Compromises all areas with which guests come in contact, including the lobby, corridors, elevators, guest rooms, restaurant and bars, meeting rooms and restrooms. Also refers to employees who staff these areas.

what does team work create?
Team work creates a positive enviroment in which to work and reuce staff turnover. and most ipmortant it helps to achieve the common goal.
what is a guest?
A guest is someone who recieves or benefits from the output of someones work.

what is external and internal customers?

External customer is the customer whom most people think of in a traditional sense.



Internal customer are the people inside any company who recieve or benefint from the output of the work done by others in the company.

For succes in service we need to ?

. Focus on the guest


. Understand the role of guest service


. Weave a service culture into education and training sytems. Remember that we are all serving someone


. Emphasize on high touch instead of high tech.


. Thrive on change constantly improving guest service.

what is Labor intensive:

Highly dependency on people

What is high fixed cost?

High construction and maintenance cost.

What is service commitment?

Service commitment is total organizational approach that makes the quality of service, as percieved by a customer, the number one drinving force for the operation of the business.

what are the moment of truth in a restaurant dining experience:

.Guest calls restaurant for a tabel reservation.


. Guest tries to find the restaurant.


. Guest parks


. Guest is welcomed


. Guest is informed that the table is not ready


. Guest either waits or goes to the lounge for a coctail.


. Guest is called over a loud speaker or paged


. Guest is seated at the table


. Server takes orders


. Server brings bevergages or food


. Server clears food or beverages


. Server brings checks.


. Guest pay for meal


. Guest departs restaurant.

What is Moment of Truth?

Moment of Truth is when an employee enteracts with guest and depends on how they were served.

where does moment of truth occur:

. Restaurants


. Airlines


. Theme Parks


. Events



what are the three aspects of service:

Service should be detect free


Service should be timely


People should care



what are the four things done in hospitality business:

Keeping guest loyal: loyalty meaning guests trust you and are happy to form a relationship with you.


. Find new guests


.Get as much as money as you can from guests without loosing them


. create effeciance



what is gold credo?

Gold standards, credo is a list given employees who work and it has three things they must memorize

what are the three things on the credo?

.A warm and sincere greating: use the guest name if and when possible


. Fond farewell: give them a warm goodbye and use their name if and where possible.


. Anticipation and compliance with guests needs.

what is TQM:

Is a participating process that empowers all levels of emplyee to work in groups to establish great service expectation and be determined the best way to meet or exceed these expectations.

how does Total quality Management work better?

Total Quality Management works best when manager are also good leader.

what is the difference between Total Quality Mangement and Quality Control?

Quality Control focuses on error detections where as Total Quality Management focuses on error prevention.

what is empowerment?

is the feeling of partnership in which employees feel responsible for their jobs and have a stake in the organizations sucess.




. is an act of giving employees the authority, tools, and information they need to do their jobs with greater automony.

What do empowred employee tend to do?

Speak out about their feeling and concerns


Take responsibity for their actions


Consider themselves a network of profeesional


Have the authority to make their own decisions when serving guests



To empower employees what must manager do?

. Take risks


. Delegate


. Foster a learning enviroment


. Share information and encourageing self expression


. be thorough and patient with employees

what are the key elements of diney land guest services:

Hiring, developing and retaining the right people


understanding its maing product and the meaning of its brand.


Communicationg the traditions and stadards of service.


Training leaders to be service coaches.


Measuring guest satisfaction


Recognizing and rewarding performance

Disney has used profile modelig, but says is all comes down to a few simple tihings and these are?

.Interpersonal: relationship-building skills


. Communication


.Freindliness

what is the Disney Service model:

. It begins with a smile


. Making eye contact and use of body language


. Value the magic


. Initiate guest contact


. Creative service solution


End with a thank you



what is the five step of leadership to lead the cast member performance?

Provide clear expectation and standards


Communicate these expectation through demonstration, information, and examples.


Hold cast members accontable for their feeback


Recognize reward and celebrate success.

what are some of the trends in hospitality?

. Sustainability: Sustainble or green mean to have no negative enviromental impacts or atlest to reduce them down to being as minimum as possible.


.Globalization


.Safety and security


. Deversity


. Service


.Technology


. Legal issues


. Price and Value



what are Ethnics:

Is a set of morale principle and values the people use to answer questions about right and wrong.

why is Ethnics important:

it is an important part of the hospitality industry


Code of ethnics,


Ethnics dilemmas.

Chapter 2:


what is Tourism?

it is a system of several of the world's larges industries travel; lodging; conventions, espositions meetings, and events; restaurants and managed services.

which is the the leading organization in the field of travel and Tourism?

the United Nations World Tourism Organization (UNWTO)

What is the United Nations World Tourism Organization promoting

This organization has a central and decisive role in promoting the development of responsible, sustainable (enviromentally) responsible, and universally accessible tourism, with the aim of contributing to economic development, international understanding,peace prosperity, and universal respect for, and observance of, human rights and fundamental freedoms.

what are the role that United Nations World Tourims Orgnization

The Unite Nations World Tourism Organizations plays a role in promoting technology transfers in international cooperation, stimulating and developing public private sector partnershils, and encouraging the implementation of the Global code of Ethics for tourism.

what is the United Nations World Tourims Organization's aim?

UNTWO aims at stimulating economic growht and job reation, providing incentives for protecting the enviroment and cultural heritage, and promoting peace, prosperity and respect for human rights.

what is Sustainable tourim?

this is responsible tourism.


Is tourism that has minimal impac on the enviroment and culture of the host community.

what does Ecotourism Society difine?

Ecotourism as "responsible travel to natural area that conserve the enviroment and sustains the well being of local people.

how does the United Nations World Tourism Organization define Tourism:

The United World Touris Organizations defineition of tourism is toirism comprses the activities of persons travieling to and staying in places outsides their usual enviroment for not ore than one consective year for leisure, business and other purposes.

what is tourism sometimes catogarized in terms of:

. Ownership


.Function


. Industry


.Motive



what are the classification of tourism:

. Inbound international tourism: cisits to a country by non-resident by that country.


. Outbound International Tourism: visits by residents of a country to another country


. Internal Tourism: Visits by toursits of a country to their own country


. Domestic Tourism: inbound international plus internal tourists


National tourism: internal tourist plus outbound international tourists.

what are the benefits of Tourism:

Foreign exchange


Employment


Multiplier


Eport earner


Tax revenues


Better infrastructure


Improving living standards for local residents

what is the characteristics of Tourism

. It is the worlds largest industry


hey are open 24 hours a day, 7 days a week, 52 . . weeks year economic drive.


. Accounts for 9.4% of the GDP=Gross Domestice Product.


. Employs 214 million people (7.8% of the global workforce)


.73.2 billion in spending inthe U.S


. Leading producer of tax revenues


. 4.6% annual forecasted growth until 2015.w





what is the trend of tourism caused by?

.The opening of the border: despite security concerns, we can travel to more countries now than we could 10 years ago. The United States has a vise waiver program with 35 countries.


.An icrease in disposable income and vacations


. Reasonably priced airfiares


. An increase in the number of people with more time and money.


. More people with the usge to travel.

what does tourism bring?

Toursm brings growth and opportunity for the economy. Overall it really helps to keep small open.

what is the world tourism organization 2020 visions:

the WTO 2020 vision is forecasts that internaitonal arrivals are expected to reach over 1.6 billion by the year 2020. of these 1.2 billion will be regional and 378 million long-haul travelers.

what is something between the various segments of tourism:

there is interdependency between the various segments of tourism. travel, lodging, food service, and recreation. Hotel guests need to travel to reach the hotel.

what is Interdependency:

Hopsitality and Tourism is interdependendt

What is the economic Impact:

International travelers spend 94 billions intravel in USA.


20.8 million people are employed in the USA


100 billion generated in taxes


46 million international traveler. visit in USA each year


Industry represent 1 in 11.7 jobs generated.

Air Travel:

Integral factor in travel and tourism (other industries greatly rely on air travels)


. 4500 planes in the air over the U.S any day.


. Projected travel to reach 1 billion by 2012


. Travelers are paying less but carriers are spending more on fuel/other costs (cut backs or lay off)

What does a Hub and Spokes system do?

A hub and spoke system enable passanger to to travel from one smaller city to another smaller city via a hub or even two hubs.

what are the benefirs of Hub and Spoke System:

. Airline can service more cities at lower cost


. Airline can maximize passenger load from smaller cities, their by saving fuesl.

what is Hub and Spokes System:

. Is a sytem by which airline passengers can travel from one small city to another via a hub at a major city.

which three major airlines have a Hub and Spoke Systems:

U.S airways- Hub is in Philidalphea


Delta- Hub is in Atlanta


American - Hub is Dallas

what has changer in technology of travel done?

Changed in Technology of travel has had a wide spread implication for society.

what is auto defined in the industrialized world:

Auto is the number one transport of people, carrying many times more people than airplanes, trains, and buses combined.

what is the travel by train?

Major factor in development of travel and tourism.

what is the main reason of decline of travel by train and when?

Cars and buses caused decline these are the two main reason




Creation of Amtrack


System more sophisticated and utilized in European markets.


Maglevsq




It started to decline in the 1920s

what is the main reason for travel by train?

this was the need to move goods and people form one region of the country to another.

Automobile Travel:

. Began in 1985 in Germany


. American way of life


. Larges segment of ground transportation.




Creates accessiblity to remote locations


. Automobile Association:


- AAA(American auto mobile Association)


-CAA (Canadian Automobile Association)


. Rental car segment.

what is malgevs:

it is superfast trans suspended in the air and propelled by magnetic force.


Its speed is about 300 miles per hour



what is the advantage of car travel

The car brings you to places that are otherwise in accessible. such as Mountain resorts, ski destinations, dude ranches, and remote beaches.

about how many percent of their sales take place at the airport counter?

About 50%

what are the reasons for bus travel: and what types of bus service is there?

it is a conveniet and economic mode of travel.


Travel by bus allow leisuer tavelers opportunity to relax and enjoy the ride


Types of Bus service:


- Local


-charter


-tour


-commutes


- airport


-urban


- rapid transit

what are the two largest motor coach association:

-The American Bus Assocition (ABA)


- National Motorcoach Association (NMA)

when whas the American Bus Association founded?

in 1926

Why are goverments involved in toursim decisions:

This is because tourism invovles travel accross internation boundaries.

what is tourism to some extent?

Tourism is to some extent an international ambassoder. fostering good will and clear understanding among the peoples of the world.

United Nations World Tourism Organization

Is the most widely recognized organization in tourism today. the WTO is the only orgnization that represents all mational and official tourism interest among its allied members



what world Tourism Organization:

Is a specified agency of the United Nations made up of 146 countries that aim to play a decisive role in toures promotion, sustainabilty,socioeconomic development

what is the International Air Transpotation Association (IATA) and what is its aim?

is a global organization that facilitates almost all International Airlines.


- The aim or internation Air Transporting Association is to facilitate the movement of people and goods via a network of routes.

what is the International Civil Aviation Organization (ICAO)

. Is made up of 191 contracting states


- ICAO coordinates the developments of all aspects of civil aviation, specifically with regards to the formality of international standards.

what are several international development organizations that share a common prupose that icludes tourism development?

-The World Bank (WB) which lends substantial sums of money for tourism developments.


- United Nations Development Program (UNDP) which assists counties with a variety of development projects, including tourism.


-Organization for Economic Cooperation (OECD) which was established by an international covention and signed in paris by 1960


. Its purpose is to Support sustainable tourism


. Boost emplyment


Raise living standards


Assist other countries economic development.

what is the Pacific Area Travel Association (PATA)

. Represents 34 countries in the Pacific and in Asia that have united behind a commongoal excellence in travel and tourism growths


- Its accomplishments includes shaping the future of travel in Asia/Pacific region ir has aremarkablerecord of success with research, development, and marketing.

what are the domestic organizations:

National Tourism Organization (NTO)


Travel Industry of America (TIA)


State tourism offers


Conventions and visitors Bureaus

what is State office of Tourism

These offices are charged by their legislative bodies with the orderly growth and development of tourism whithing the state.

what are city level Offices of Touris and Convention Centers:

Many cities have established conventions and visitors Bureas (CVBS) whose main function is to attract visitors to the city

Bussiness are largely funded by what?

The business are largely finded by the transcient occupancy tax (tot) that is charged to hotel guest. In most cities the TOT ranges from 8 to 18%

What is the economic empath of of tourism?

The National travel and tourism awareness council's annual "the tourism works for America report." indicates that travel and tourism is one of the nation's leading sectors statistics include the following

When a total spends money to travel, stay in a hotel or eat in a restaurant that money's recycled by the business to purchase more goods. There by generating their money. In addition employees of business who serve tourists spend a higher proportion of their money locally on various goods an services. This chain is called what?

This chain is called a multiplier effect

What is a multiplier effect?

Is a concept that refers to money that is brought into a community to pay for hotel rooms, restaurants meals and other aspects of of leisure. To some extent, that income then passes into the community when the hotel or restaurant orders supplies and services, pays employees and so on

What are the promoters of tour

tour operators


Travel agencies


Travel corporaters


Corporate travel manager


Travel and tour wholesalers


ctc: certified travel councilor


NOT: national office of tourism


Dmc: Destination management companies


What are travel agencies

A travel agent is a middle person who acts as a trailer councilor and sells on behalf of airlines, cruise lines,rails,and bus transportation, hotels and auto rental companies

What is the American Society of Travel Agencies

Is the worlds largest travel track association with over 20,000 my Myers in more than 165 countries

What is American Express Travel Services:

Is a corporation that has a travel services Division with locatio, each location is bonded with instructions, air transportation associations which provides travel services and tickets through corporation

What is a corporate manager

A corporate manageer is a type of entrepreneur working within the frame work of a large corporation

What is traveler and tors wholesalers

Came onto prominence in the 1960 because airlines had vacant seats which like hotel rooms are perishable

What is perishable?

The limited life time of hospitality products; for example last night's vacant room cannot be sold today

What are three types of tour wholesalers

An independent tour wholesaler


An airline working in close corporation with a tour wholesaler


A retail travel agent who packages tours for his or her clients

What is National Of Office Touriam

Seek to improve the economy of the country they represent by increasing the number of visitors and consequently their spending in the country



Their key role is supply info, advising travelers, creating demand for destination and ensuring they are up to expectation publicizing and advertising

What is destination management companies

Is a service organization within the visitor industry that offers a host of programs and services to meet clients needs

Sales manager associated with the Dmc obtain leads in which are potential clients from the following:

Hotels


Trade shows


Conventions and visit bureau


Cold calls


Incentive houses


Meeting planners

Chapter 3


Today there are many reasons to do what?

Today there areany reasons to take the road, a trip away from home may be for vacation to visit family and friends do work to attend a conference and many more

What are some of reasons why people travel?

Visit friends and relation


Health


Enlightens education


Indulgence


Religion


Sports


Festival


Shopping


Adventure


Ecotourism


Heritage


Attraction

What are the main two reason why people travel?

For pleasure/leisure or business

What is pleasure travel

81% of domestic travel is pleasure travel

What are the reasons before pleasure travel

To experience new and different surroundings


To experience other countries


To rest and relax


To visit family and friends

Why has pleasure travel increase

Because of longer life span


Flexible working hours


Early retirement


Greater ease of Travel


Shorter and more frequent trips


Increased standard of living

What are the different places for different people

Scenic beauty


Pleasant attitude of local


Suitable accommodation


Rest and relaxation


Air cost


Historical and cultural interest


Water sports


Entertainment


Shopping and


Sports

Business trave reasons for decline

Economic decline


Terrorism


SARS and other health concerns


Reduction in travel budget

Who are business travelers:

Are your inner than leisure travelers


Spend more


Travel further


Travel in small groups


Shorter stays


What are the changes in business travel

Making own travel arrangements online


Increasing security at airports


. Restrictions


Time delays


More secure passport


Less time between flights

What is the social and cultural impact on tourism?

Increased number of visitors


. Environment


Physical resources


Economy



sustainable tourism


.infrastructure


. Carrying capacity

What is sustainable tourism

Tourism that has mindless impact on the environment and culture of the host community

By improving the quality of its environment and resources physical and social cutlltural sustainable tourism includes What?

Includes infrastructure

What is infrastructure

Is the basic underlying framework or features of a system or organization

What is the cruise terminal, convention center, hotels and restaurants

Superstructure

What is superstructure

Is the facilties but to accommodate tourista such as airport, cruise, terminal, convention center and hotels

What is Ecotourism

This concept emerges as a reaction to a negative consequences of tourism development on natural resources ecosystem and cultural destination

What is the meaning of Ecotourism

Mainly found on developing countries with unique and beautiful features like deserts, tropical rain forest, coral reef, ice glazier

What is Ecotourism focus

Focus on providing new knowledge about area


Improvement to local economy

What is ethical travel

Is reviewing the balance in making tourism fair. Just as Ecotourism involves tourists taking part in revitalizing and pressing a community ethical travel is a chance for a country to improve income for families industries and small business with the help of traveler

What is environmental impact?

Tourism can and does affect the environment In a number of ways. For example over visitation of a particular resort, attractions or city can have an adverse impact on ecology.


Natural resources may be threatened or seriously disturbed by poorly manged tourism


Tourism development also puts pressure on local resources.


What is cultural tourism

Is defined as tourists visits motivated wholly or in part by interest in the historical, artistic or lifestyle/heritage offering of a community region or group.

What does bothe cultural and heritage tourism benefit from?

They both benefit from United educational and Scientific and cultural organization which has designated a number of world Heritage sites worthy of protection and preservation.

What type of cultural brokers are there?

Tour guide


Travel agent


Accommodation providers


Government at all levels

What is tourism and art

The effect of tourism on the arts developing regions have debated with pros and cons into account, the impact has been favorable in a number of places

What kind of tourism art is therw

Pottery making


Embroidery


Jewelry making


Peasant music


Folk dancing


Carving

What is heritage tourism

This is tourism that respects natural and built environment in short, the heritage of the people and place is heritage tourism.

Heritage tourism

Reflects heritage of a people and place


.battle fields



Benefits of preservation


.national historic preservation act of 1966


Challenge lies mainly in the infrastructure

What is find the fit between community and tourism

Agritouriam has become a good fit for tourists and the local community for the tourists who have an interest in agriculture a visit or stay on a farm can be very rewarding.

What are the four steps to a comprehensive heritage program

Accessing the potential


Planning and organizing


Preparing, protecting and managing


Marketing for success

How do your u develop various graphic materials communicating if about the program and it's resources to potential travelers

Logo


Brochure


Sign

What are the trends in travel

Continued growth in Ecotourism, sustainable tourism and heritage tourism


Number of tourists will continue to increase


Government recognition


Low cost airlines


Increase in ticket less trave increase in technology at check points


Move from public sector to private sector


Alternative cruise


Increased concern for health and safety


Increase in nature tourism

What is nature tourism

Is motivated by nature, such as a visit to a national park

What is internal tourism

Internal tourism is both residents and non residents within the economic territory of the course try of resource

What is inbound torism

Is the activities of visitors traveling to a place outside his usual environment fir not more than one consecutive year

External tourism

Outside influencea that can impact business

What is National tourism

Is the torism of resident Visitors within and outside the economic tourism