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UNIT 4 HRTM

Terms in this set (30)

The GM (general manager) is responsible for the overall success or failure of the hotel. In order to achieve that success, a successful GM will _____________ and _____________ the best people.
select and train
A GM in a large hotel may have limited exposure to guests; however, this can be mitigated by _________________.
being visible in the lobby during check-in and in the food and beverage outlets during peak meal periods
This department of the rooms division is referred to as the hub or nerve center of the hotel.
Front Office
Employees in this department are the unofficial greeters and are often dressed in impressive uniforms while greeting guests at the front door.
Guest services
In the food and beverage division, this employee reports to the director of food and beverage and is responsible for cleaning the back of the house, maintaining an inventory of clean china, glassware, and silver, and sanitizing the kitchen, equipment, and freezers.
The chief steward
This service offered by the food and beverage division is most frequently found in larger hotels with higher room rates and is known as ____________.
room service/in-room dining
This demand-forecasting technique is used to maximize room revenue in the hotel industry.
Revenue management
Revenue per available room (REVPar) is a formula used by hotels that allows them to _____________.
compare how they are doing versus a competitive set of hotels
The triple bottom line or 3P approach focuses on ______.
people, planet, and profits
This organization, established in 1989, provides science-based environmental certification standards.
green seal
To be a successful GM requires multiple qualities, the most commonly quoted of which are leadership, people skills, patience, and ________.
attention to detail
A rooms division manager at a mid-sized hotel is usually responsible for the front office, housekeeping, and
security loss/prevention
The food and beverage director of a hotel reports to a general manager and is responsible for several departments except for ____________.
housekeeping
The executive committee of a 300-plus room hotel would typically include the food and beverage director, sales and marketing director, rooms director, director of engineering, and _____________.
human resources director
The front office manager sets the example through their leadership for many different departments and people including the concierge, reservations, PBX, and _________.
guest services
The front desk is responsible for providing an exceptional guest experience to the guests. For someone working the morning shift, which of the following tasks would NOT typically be performed by the front desk agent?
checking guests in
The first important daily task that the executive housekeeper must complete is to _______.
break the hotel into sections to allocate room attendants' schedules
The security/loss prevention department is vital in any hotel and is responsible for maintaining security alarm systems and _________________.
implementing the procedures to protect the personal property of hotel guests and employees
The daily report includes key operating ratios such as the room occupancy percentage and _______________.
the average daily rate
The average daily rate is one of the key operating ratios used to indicate a hotel's performance and is calculated using which formula?
Rooms revenue divided by rooms sold
A hotel kitchen is managed by the _____________ who is responsible for the efficient operation of the kitchen, complying with company policy, and providing desired financial results.
executive chef
The most important part of the catering sales manager's job is to ________________.
achieve good quality at low cost while maintaining the highest standards of hygiene and customer satisfaction
Property management systems are designed to assist front office employees in performing functions related to which tasks?
Reservations, rooms, and guest account management
Hoteliers would prefer to sell rooms at the highest possible rate, which is known as the ___________.
rack rate
The formula used to calculate REVPar is _______________.
rooms revenue divided by the number of rooms available
The purpose of revenue management is to ____________.
increase profitablility
The concept of creating more goods and services while using fewer resources and creating less waste and pollution is referred to as _______________.
eco-efficiency
The United States Environmental Protection Agency has developed comprehensive guidelines designed for businesses that _______________.
encourage the use of materials recovered through recycling with a goal of reducing the amount of disposed waste
A 250-room hotel that adopts an approach to linen and towel reuse can save the hotel more than _____________ a year.
$15,000
Which of these things is something a hotel would NOT do to decrease water consumption?
Install Energy Star appliances
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