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205 terms

270 final exam

STUDY
PLAY
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 ____
wifeless, hd tv
DIRECTOR OF ENGINEERING GUEST SPEAKER

2 most frequent maintence requests
its all about you
Hotel Marlowe - green initiatives
I. About Kimpton
-whats the kimpton moto?
hotel marlowe
what guest lecturer talked about green initiatives?
100% recycled paper, soy inks, towel linen reuse program, energy efficient lighting, seeded paper
what are 5 examples of how hotel marlowe is green?
300, 1000
VI. Innkeepers laws
a. Limits lia for lost or stolen items—in min $_____ not in care, $______ for jewelry sp deposited
b. Post requirements
c. Can limit liability
• Housekeeping Department
largest department in a hotel, it is the eyes and ears of the hotel, the most vital department in a hotel and also has the highest impact on guests
• Executive Housekeeper/Director of Housekeeping
Manages people, equipment and supplies, preserves the physical plant, controls costs and keeps records
• Housekeeper (room attendants)
responsible for the cleaning and maintenance of the guests rooms
• Public area attendants
responsible for cleaning public areas
• Laundry staff (housemen)
separate, wash, dry, fold and distribute linens
• Supervisors/inspectors
inspect guestrooms and public areas. Serve as the contact point between the housekeeping departments and front desk.
• On Premise Laundry (OPL)
. _____ is one of the most costly departments to operate because of time, equipment, the expertise required to properly wash, dry and fold the large amount of linen. Large-size, full-service hotels usually have their laundry facilities on site
• Mislaid property
law requires hotels to safeguard mislaid property for a reasonable time (60-90 days is reasonable)until the rightful owner claims its ownership. After a reasonable time, the mislaid property is considered lost property.
• Lost property
depending on the value of the property; the greater the value, the more time to hold it (90 days = reasonable). Law requires hotels to make good-faith effort to return the lost item to its owner.
• Abandoned property
hotels are not required to find an abandoned property's owner. Hotels would dispose of unclaimed properties after a reasonable period of time.
o Engineering
Designing and constructing the hotel building (new hotel property) responsible of which department?
o Maintenance
Maintaining the hotel building
true
t/f Design and Renovation: have to Periodically renovating and modernizing the hotel building
heating, ventilating and air conditioning.
HVAC stands for what
Leadership in Energy and Environment Design
LEED STANDS FOR?
• Safety
protection of guests' and employees' physical well-being and health
• Security
protection of guests' and hotel's property or assets
• Reasonable care
a legal concept identifying the amount of care a reasonably prudent person would exercise in a specific situation
• Compensatory damages
Hotel is liable for compensate injured parties for actual losses or damage they have incurred; medical bill, lost wages
• Punitive damages
Hotel is punished as they liable party and served as an example to others not to commit the wrongful act in the future
• CCTV
a camera and monitor system that displays in real time the activity within a camera's field of vision.
• Internal alarm
A warning system that notifies an area within the hotel if the alarm activated.
• Contact alarm
A warning system that notifies/contacts an external entity such as the fire or police department if the alarm is activated
• The Hotel and Motel Fire Safety Act
Each guest room must have no less than an AC-powered smoke alarm (battery powered alarms do not meet the criterion) and buildings of 4 stories or more must also have sprinklers

WHICH ACT SAYS THIS?
• Networked Fire Alarm System
an integrated fire system connects smoke detectors to a central management system when sensing smoke, the detector notifies the closest receiving unit and transmits the information to the central management system and security is paged and directed to the area or specific room to check the status.
• Internal Threats
hotel employees steal assets owned by guests or the hotel.
• External Threats
threats posed by nonemployees, but guests and robbers etc. (Hotel guests stealing robes ex.)
• General Cashier
In charge of the "cash" account of a hotel, prepare petty cash for all cashiers, cash checks and deposit cash to bank on daily basis>
• Credit Manager
establish and modify hotel credit policy and closely work with accounts receivable.
• Accounts Receivable
in charge of guest ledger and city ledger accounts.
o Guest ledger
refers to a room guest accounts and the amount of charges due from guests currently occupying a hotel room
o City ledger
refers to all other accounts (usually banquet/conference guests).
• Night auditor
is responsible for assuring that all charges incurred during the day are properly posted.
• Front office accounting
refers to the process of summarizing and reporting financial transactions occurring at the front desk.
• Back-office accounting
refers to the process of summarizing and documenting the financial activity of the entire hotel. Transactions are related to the entire hotel operations.
financial statements
Generally Accepted Accounting principles (GAAP)
Guidelines, conventions rules and procedures that needed to be followed in preparing and distributing _____
Uniform systems of accounts standardize formats and account, classifications and guide accountants in the preparation and presentation of financial statements
uniform system accounts lodging industr (USALI)
• Centralized accounting systems
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.
Decentralized accounting system
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. (independent stories and therefore GM and controller take larger role in preparing statements)
• Income statement (P&L)
Shows a company' s operating results over a specific time period
• Balance Sheet
To provide a company's financial condition relative to its assets, liabilities and ownership equities at a specific point in time
• Statement of Cash Flows
shows where cash came from and where it went during a period of time
• Hotel Budget
business plan showing where the hotel is going, how it will get there, what it will cost and what the profit outcome will be. 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.
defects, people, experts
SIX SIGMA:
seeks to improve the quality of process outputs by identifying and removing the causes of _____ (errors) and minimizing variability in manufacturing and business processes.[3] It uses a set of quality management methods, including statistical methods, and creates a special infrastructure of ______ within the organization ("Black Belts", "Green Belts", etc.) who are ______ in these methods.[3]
steps, cost, profit
Each Six Sigma project carried out within an organization follows a defined sequence of _____ and has quantified financial targets ( _____ reduction, or ____ increase)
six sigma
A smarter way to manage business or a department. ______ puts the customer
first and uses facts and data to drive better solutions
improving customer satisfaction, reducing cycle time, reducing defects
SIX SIGMA
Targets: three main areas
motorola
who developed six sigma?
defects per million opportunity
DPMO stands for?