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36 Cards in this Set
- Front
- Back
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W. Edwards Deming
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Father of TQM
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Total U.S. lodging sales
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$39.0 Billion in 2012
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Renovation
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Hotels must do this every so many years to stay at the top of their game.
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Largest Lodging Expense
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Salaries 46.7%
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Greenbrier Resort
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4 star and AAA five diamond award winning resort
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NAFTA
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North American free Trade Agreememt
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EU
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European Union
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Functions of front desk
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Catch all for customer complaints and full service to guests
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Rack Rate
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full price for a room in a hotel that has not been booked
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Call Acct. System
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a system that tracks guest room phine charges
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Cost of Room Cleaning Supplies
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$3.50 per room
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Guaranteed Reservation
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when credit card information is given to hold a room
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Lighting Costs
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avg. of $1.05 per square ft.
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Baldrige Award
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National Quality Award that recognizes U.S. organizations for performance excellence
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Marriott
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Founded 1993 in washington d.c.
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National Occupancy
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62.2% occupancy
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Yield Management
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variable pricing strategy based on understanding in order to maximize profits from a fixed perishable resource
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Referral Associations
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associations that refer guests to other participating members
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Five Star Award
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the most prestigious award in hosoirality service
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Airport Hotel
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business, group, generally 200-600 rooms
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Night Auditor
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individual who verifies and balances guest's accounts
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PMS
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Property Management Systems
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1963
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First comouter system used in a Hotel at the Hilton
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Ceasar Ritz
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Founded many hotels including Hotel Ritz in Paris and The Ritz Hotel in London
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Largest Hotel Chain
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Intercontinental Hotels
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REIT
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Real Estate Investment Trusts
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ADR
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Average Daily Rate- One of the key operating ratios that indicates the level of a hotels performance
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Housekeeping
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place to start, largest employed part, can clean 15-20 rooms a day
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Food and Beverage Profit
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25.6%
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GDS
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Global distrobution Systems- a system that can distribute the product or service globally
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Peter Drucker
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Father of the Application of management principles
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Number of properties in the u.s.
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51,214 properties 4,874,837 rooms
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Vacation Ownership
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offers consumers the oppourtunity to ourchase fully furnished vacation accommodations
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ROP
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Room occupancy Percentage- number of rooms divided by rooms available
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8th floor
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dont room above 8th floor its safer lower
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Howard Johnson
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online booking website
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