270 final exam

Created by sarahvorhaus 

Upgrade to
remove ads

cleanliness

housekeepings main responsibility is?

number of employees, payrool (related expenses)

HK is the largest deparment in the hotel with regard to what two areas?

on premise laundry

what does OPL stand for?

OPL (on premise laundry)

HK: _____ is one of the most costly deparments to operate: considering timem equpitment, and energy

5, guest rooms, laundry, floor storerooms, linen room, transit

Linen par stock: it is ideally _____ times the daily amount in use
-set in _____
-set in the _____
-set in _______
-one set in ______

three

hotels with own laundry faciility should have a minimim _____ linen par stock

housekeeping

which department generally has the highest employee accident rates among other departments

largest group of employees, physical nature of the job

why does the HK deparment have the highest accident rate? 2 broad reasons

undertrained, chemicals, cleaners, body fluids

reasons employees in Hk have accidents
-______ for operating machines and equipment
-improper use of ______ and _____
-physical contact with _______ and or bloody sheets towels while changing guest rooms

mislaid property, lost property, abandoned property

what are the 3 types of lost and found items HK may find in rooms

mislaid property

define: owner has unintentionally left items behind

unitentionally

mislaid property: owner has _____ left items behind

lost property

define: owner has unintentionally left items behind, then forgotten them

forgotten

lost property: owner has unintentionally left items behind, then ______ them

abandoned property

define: owner has intentionally left items behind

intentionally

abandoned property: owner has _____ left items behind

reasonable time, 60-90, lost property

LAW AND/OR POLICY:
mislaid property:
-law reuqires hotel to safeguard mislaid property for a __________ until the rightful owner claims ownership
-in most states _____ - _____ days, after which the property is considered ______

value, value, 90, good-faith effort

LAW AND/OR POLICY:
lost property:
depending on the _____ of the property; the greater the _____ the more time to hold it
-______ days is a reasonable time to hold lost property
- law reuqires hotels to make ____ to return lost items to owner

not, dispose

LAW AND/OR POLICY:
abandoned property
-usually magazines, worn out clothing, personal toiletry items
-hotels are _____ required to find an abandoned property owner
-hotel will ___ of items after a reasonable period of time

areas not guest rooms, window cleaning, laundry services

what 3 areas that need cleaning of the hotel are reasonable for the HK department to outsource?

cost driven, payroll, benefits

HK: main reason for outsourcing is ______
-for example: savings in _______ and _____ expenses

capital investment, night, supervise, insurance

HK other reasons for outsourcing besides cost driven
-contractors usually have professional equip and machines for proper cleaning--> less ________
-some public are cleaning can only be performed at _______
--> difficult to recruit staff to work at night and to proper ____ the work night
-window cleaning involves hazarouds issuesm accidents are costly and _____ is expenseive

engineering, maintenance, Design

ENGINEERING: what are the 3 major responsibilities

heating, ventilating, ac

what does HVAC stand for?

cur appeal

ENGINEERING: exterior maintenance impacts the hotels ________

preventive maintenance

define: a specific inspection and activities schedule designed to minimize maintenance related costs and to prolong the life of equipment by preventing small problems before they become larger ones. including regualr check ups, replacement parts, resting equipment, pest control

director of engineering

maintence requests or orders are reviewed and prioritized by whom?

energy costs, 3, 10

whats the largest expense in the engineering deparment ( _____ to _____% of total hotel operating costs)

electric, gas, fuel, oil fuel, water, sewer

what are the 6 energy costs

electricity bills

what is the second highest cost in the engineering department?

hydroelectric power, solar energy, wind power

what are 3 green powers?

leadership in energy and environment design

what does LEED stand for?

LEED

define: a set of standards built by US green building council

standards, green building

LEED: a set of ____ built by US _______ council

indoor, consumption, negative impact

GOALS OF LEED:
-establish healthier ______ environments
-reduce energy ______
-reduce _______ on the environment

sustainable sites, water efficiency, energy and atmosphere, materials and resources, indoor environment quality

what are the 5 areas which managing green hotles are rated on

110,

LEED for Commerical Interiors has a total of _____ total points, although its out of _____ there are ____ bonus points

certified, silver, gold, platinum

what are the four levels of certification for LEED (Based on 10 points system)

health care

LEED will internally eventually reduce _____ costs because it will make for better air

government, regulation, interest, public image

LEED external benefits:
-_____ incentives- tax credit, reduce ____ fee
-low ____ loan
-good for _____

seattle, san francisco

where are the most green hotels -2 cities

safety

define: protection of geust and employee physical well being and health

security

define: protection of property and assets

accidents

the law requires that hotel provide a relatively safte environment but the hotel is not responsible for ______

compensatory, punitive

what are the 2 types of dmanages

compensatory

DAMANGES- WHICH TYPE:
-pay medical bills, salary

punitive

DAMAGES-WHICH TYPE?
-punish as a liable party, serve as example

guest, work, security guard

EMPLOYEE SAFTEY TRAINING
-ensure ____ safety
-____ safely
-assist ______

closed circuit television surveillance

what does CCTV stand for?

real time, monitor, court

requirements of CCTV
-must be in ____
-have someone _____
-should be recording to be relevant in ____
-

internal alarm, contact alarm

what are the two types of alarm systems

internal alarm

Which type of alarm
warning system that notify area in hotel ex spa, storage room

contact alarm

Which type of alarm
-warning system that notify entireity like police, dept or fire

front desk, f and b cashier, normal cashier

what 3 people use the contact alarm

recodable lock

the keycard system uses a _____

front desk

many hotels route 911 to the _____ so they know whats going on

cpr first aid

security staff is required to be trained in ___ and ____

kids elderly intoxicated, temp, emergency phone

at the spa need to most a warning for what 3 types of people?

-must display _____
-provide ____

daily

parking lot:
-inspect lighting ____

employee theft

PROPERTY SECURITY :
internal threats are -______

long break, texting, long distance call, pay per view. food, inventory

PROPERTY SECURITY :
non related cash threats
-time: (2 examples)
-hotel service: (2 examples)
-hotel property (2 examples)

receiving/storage area, loading platform, employee entrance

what are 3 places to monitor theft?

classifying, summarizing

accounting responsibilit: recording, ____ and ___ hotels business transactions

record summarize

purpose of book keeping: ____ and ___ financial transactions

collect, report, info, management,

purpose of accounting:
-development system to ___ and ____ financial info
-analyze ____
-making finance related reccomendations in _____ decisions

general cashier, credit manager, AR, AP, Night Auditor/income auditor,

what are the 5 members of the accounting dept?

general cashier

ACCOUNTING DEPARTMENT MEMBERS:
i. In charge of cash acct
ii. Prep pretty cash for all cashiers
iii. Cash checks
iv. Deposit cash to bank daily

cash, petty cash, cashiers, checks, daily

ACCOUNTING DEPARTMENT MEMBERS:
GENERAL CASHIER:
-in charge of _____ account
-prepare ____ for all _____
- cash ____
-depost cash to bank _____

credit manager

ACCOUNTING DEPARTMENT MEMBERS:
i. Est and modify hotel credit polcy
ii. Investigate fin standing of each prospective client and approve limits
iii. Assist A/R for collecting ledger accts
iv. Closely work w/ A/R

credit policy, client, limits, ledger, AR

ACCOUNTING DEPARTMENT MEMBERS
CREDIT MANAGER
-est and modify hotel _____
-investigate financial standing of each prospective ____ and approve ____
-assist A/r for collecting _____ accounts
-work closely with _____

AR

ACCOUNTING DEPARTMENT MEMBERS
i. In charge of guest ledger and city ledger accounts
ii. Guest-room guest acct currently occ
iii. City-all other (banquet ex)
iv. Send bill and statement to ledger acct clients

guest ledger, city ledger, bills, statements

ACCOUNTING DEPARTMENT MEMBERS
AR
-in charge of ______ and ____ accounts
-send ____ and _____ to ledger account clients who consume service in hotel and owe payment

AP

ACCOUNTING DEPARTMENT MEMBERS
Establish a payables system so that the
hotel can pay its dues on time

Accounts-payable checks should be signed
by at least 2 people, usually the GM and
the controller

payable, dues, gm, controller

ACCOUNTING DEPARTMENT MEMBERS
AP
-establish a ____ system so that hotel can pay its ____ on time
- AP checks should be signed by at least 2 people, usually _____ and _____

night auditor/income auditor

ACCOUNTING DEPARTMENT MEMBERS

WHO??

Is responsible for assuring that all charges
incurred during the day are properly posted.

3 key areas need to focus on

To discover if there's any posting errors

To correct posting errors

To create accounting and management
reports

that charges
incurred during that day are posted on that
day.

posted, incurred, posted, matching, close, room rate, adjustments, allowances,

ACCOUNTING DEPARTMENT MEMBERS
night auditor/income auditor
-responsible for assuring that are charges during the day are properly _____
-night audit has to ensure that all charges ____ during that day are ____ on that day --> this is a ______ concept
iv. Do audit when all restuarants, lounges, banquest _____
v. Verify ______ for each occ room
vi. Posting any new ______ and _____

posting errors, posting errors, accounting and management, occupancy %, adr

ACCOUNTING DEPARTMENT MEMBERS
night auditor/income auditor
what 3 areas of focus
-discover if any ______
-correct _____
-create _____ report
-calulate ____ and ___ for the night

f and b

audit usually beings with _____ then rooms

employee, hotel, guest

NIGHT AUDIT : ADJUST MENTS AND ALLOWANCES :

three fundanmental situations that could result in making adjustments for room charges
-_____ error in charge
-____ related problems
-_____ related problems

front office accounting

Refers to the process of summarizing
and reporting financial transactions
occurring at the front desk

guest posting room charges, room taxes, telephone charges, front desk cashier, fa and b cashiers, PMS

transactions at the front desk are _____ related

3 examples

these are usually done by _____ or _____ or automatic posting by ____ (telephone, pay movie, etc)

back office accounting, accounting department

Refers to the process of summarizing
and documenting the financial activity
of the entire hotel

-this is usually prepared by staff in the hotel _____

receiving cash from city ledger accounts, pay cash for a loan principle, issuing pay checks

what are 3 examples of back office accounting transactions

GAAP (general accepted accounting principles)

financial info (statements prepared in the hotel should follow ______

matching,

whats an example of GAAP

uniform system of accounts

standardize formats and account classifications and guide accountants in the preparation and presentation of financial statements.

formats, classifications accountants

uniform system of accounts: standardizes ____ and account classifications and guide _____ in the preparation and presentation of financial statements

uniform system of accounts for the lodging industry

USALI stand for?

operating equipment, LTA


Uniform System of Accounts for the
Lodging Industry (USALI)
Example of accounts
- Linen, china, glassware, silver and
uniforms are classified as

BECAUSE THEIR USEFUL LIVE IS MORE THAN ONE YEAR THEY ARE CONSIDERED _____

CA


Uniform System of Accounts for the
Lodging Industry (USALI)
Example of accounts

Some office supply items have less
than one year useful life, therefore is
considered as ______

true

t/f it's against the law for a hotel
company's executives to knowingly
provide investors with false financial
information

centralized accounting system

The financial data from a hotel property is
transmitted via computer to a "central"
location, where it may be recorded and
analyzed or combined with other hotel
properties for analysis

chain operating, multi purpose

Centralized accounting is most prevalent in ____ or ____ hotel companies

CPA

companies will most likley employ ___ for data analysis

decentralized accounting system, GM , controller

WHAT TYPE OF ACCOUNTING SYSTEM?

The financial data of an individual hotel is
recorded and analyzed in the hotel site by
the hotel's accounting department

-___ and ___ take larger role in preparing financial documents

independent

who uses decentralized accounting systems?

IS (profit and loss)

to show a companys operating results over a specific period of time- which financial statement?

balance sheet

to provide a companys fiancial condition relative to its assets lia oe at A SPECIFIC PERIOD IN TIME

SCF

show where cash came frm and where it during a period of time

budget

a business plan showing
where the hotel is going, how it will get
there, what it will cost, and what the
profit outcome will be

controller

prepare teh master budget is usually the hotel _______ main responsibility

operating budget

A projected financial plan for a specific
period of time

internal audits

An independent verification of financial
records performed by members of the
organization operating the hotel

external audits

An independent verification of financial
records performed by accountants who
are not directly employed by the
organization operating the hotel

IS (P and L) BS SCF

what are 3 major statements hotel has to prepare

room rental

LODGING OPERATIONS : major operation depts
room dept --->_____

food and bev and banquet sales

LODGING OPERATIONS
major operations dept
- F AND B dept get rev from what----->

parking garage facilities, guest laundry, recreation facilities, store rentals

LODGING OPERATIONS
minor operations dept
(4)

68, 22, 5, 2, 1.5, 1.5

LODGING OPERATIONS
sources of income
- ROOM ____%
-FOOD _____%
-BEVERAGE _____%
-OTHER _____%
-TELECOM ____%
-RENTALS ___%

daily, hour, free, higher

In most metropolitan cities (New York,
Boston, Miami), hotels charge parking fee
for their guests
Room guests -on a ______rate

Restaurant guests -charge by ____

Banquet guests -may provide certain
hours for _____

Can be open to public for a _____ rate

outsourcing

parking garage can be operating by hotel or by ______

mark up, 50

Even outsourcing guest laundry to off
premise facilities, hotels can still ______ the
charge to hotel guests and make profits.


Overnight service will charge additional
_____%
Press only charge

Service delivery fee

10

Liability of laundry services -_____ times the
processing charg

reliable


Rentals from store tenants and
concessionaires are a substantial and ____ source of income

fixed lease

STORE RENTALS- TYPE OF LEASE

tenants pay fixed monthly
rentals for the full term of the lease; best
suited for a tenant whose gross receipts
are difficult to verify

variable lease

STORE RENTALS- TYPE OF LEASE
tenants pay a percentage
of its gross profits receipts -the hotel
controller needs to verify the accuracy of
the gross receipts of the tenants

overseas, cross cultural,

Future of the Industry
I. Motivations to work ______
a. Financial benefits
b. Personal interests
c. Career advancements
II. Challenges
a. Psychological disorientation
b. _______adjustment
c. These 2 things can LT termination

six sigma

innovative process-- working smarter characterizes what?

sigma- standard deviation

name six sigma comes from what?

bottom line waste, resources, satisfaction

SIX SIGMA:
Business process allows co to drastically improve _____ by design and monitor ever day business activities in ways that minimize _____ and ____ while increase cust ____

3, million

SIX SIGMA : ____ defects per ___ oppertunities

black belt

SIX SIGMA:
Roles:
creating best practicies --responsible for create and maintain culture of innovation

best practices, innovation

SIX SIGMA:
Roles:
BLACK BELT:
-creating ____
-resposnible for creat and maintain cultre of _____

green belt

SIX SIGMA:
Roles:
role transferring best practices

transferring

SIX SIGMA:
Roles:
green belt: role ____ best practices

master black belt

SIX SIGMA:
Roles:
portfolio managment, overseas projects

portfolio, projects

SIX SIGMA:
Roles:

master black belt:
-____ management
-overseas _____

define, the scope, observe the process, detail the steps

SIX SIGMA: (thought )PROCESS MAPING - current state -
a. ______
b.______
c._______
d.

brainstorm solutions, map solutions, pilot solutions, implement solutions

what are 4 steps to sigma process

sustaining new process because people dont like change

whats the biggest challenge of SIX SIGMA?

starwood way/ process to clean

a. ABC's of housekeeping-how to most efficiently, effectively, safely clean guest room
b. A-Away w/ old-trash, dirty linen, look for damage
c. B- Bed→make bed-st Sheraton standard, takes longests except bathroom
d. C-cleaning chemicals→spray bathroom, tub, sink, counter, disinfect, don't work right away—let sit
e. D-Dusting-disinfect remote
f. E- Everything in bath—put all in place
g. F- Finish the Bedroom→ensure all there, in place, working, shade in right place

ABC's of cleaning (A-F )

starwood way/ process to clean

Away with old trash, dirty linen

starwood way/ process to clean -ABS

A-

Bed

starwood way/ process to clean -ABS

B-

cleaning chemicals

starwood way/ process to clean -ABS

C

dusting, disinfect

starwood way/ process to clean -ABS

D

everything in the bathroom in its place

starwood way/ process to clean -ABS

E-

finish the bedroom

starwood way/ process to clean -ABS

F

$15 gift card, 500 star points

if you foreoge housekeeping you receive a vouture for ___ or _____

link, core performance fitness, sweet sleeper bed, club lounge

what are 4 things that distinguish a starwood hotel

black out, points, cents

VI. SPG Program
a. No _____ dates—industyr first, only exception—football
b. Considered marketing cost—starwood bills hotel for cost of ____
c. Each pt worth few _____

asset manager

WHO?
i. Decides how get capital and where
ii. Measure vs other companies they own at perform in line with their expectations
iii. Usually come on quarterly basis

capital, other, quarterly

ASSET MANAGER
-decides how to get ___ and hwere
-measures vs ___ companies they own at perform in line with their expectations
-usually come on ______ basis

budgeted , incremental, physical

HOST HOTEL- OWNER RELATIONS:
owner concerns:
i. Financial perf vs _____
ii. Cash and flow through—______ profit made on incremental revenue, this march vs last march
iii. _____ plant maintained
iv. Capital accured properly—unless emergency need owner approval

market share, STAR, satisfaction

HOST HOTEL-OWNER RELATIONS
COMPANY COCNERNS:
-_____
-____REPORT
- employee ____

nigh audit

WHO?
all computerized and interfaced, review daily controls, charges applied properly, time clocks, credit cards, SPG credit each day, approve purch except F&B

venders, 3, department heads

ACCOUNTING DEP T(GUEST SPEAKER)
Weekly
i. Review payroll
ii. Pay ______
iii. Review labor and expenses
iv. Update rev forecast for each mo
v. Look _____months out
vi. Contracts and leases
Monthly
i. Full financial statements
ii. Rev, labor, benefits
iii. Distribute to ______s
iv. All info is readily available-accountability
v. Review critique and dept heads explain

80 M

DIRECTOR OF ENGINEERING GUEST SPEAKER:

day to day operating costs _____

28 technitions, union

DIRECTOR OF ENGINEERING GUEST SPEAKER
-staff of ____
- all part of a ____

See More

Please allow access to your computer’s microphone to use Voice Recording.

Having trouble? Click here for help.

We can’t access your microphone!

Click the icon above to update your browser permissions above and try again

Example:

Reload the page to try again!

Reload

Press Cmd-0 to reset your zoom

Press Ctrl-0 to reset your zoom

It looks like your browser might be zoomed in or out. Your browser needs to be zoomed to a normal size to record audio.

Please upgrade Flash or install Chrome
to use Voice Recording.

For more help, see our troubleshooting page.

Your microphone is muted

For help fixing this issue, see this FAQ.

Star this term

You can study starred terms together

NEW! Voice Recording

Create Set