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HRTE Unit 3 Lodging
Hospitality Marketing
| Term | Definition |
|---|---|
| amenities | offered as a part of the stay including: pools, spas, fitness center, and other items provided as a part of the cost of stay |
| full service hotels | usually two or more stories high and includes full range of services: luggage assistance, one or more restaurants, bars or lounges, room service, meeting and banquet facilities, spa services, fitness and concierge services |
| limited service hotels | offer a medium level of service and a midrange price. The can be described as budget or limited service |
| hotel classifications | guest type, price, location, style and function |
| rack rate | is the official rate for one night's lodging at a lodging property |
| function room | is a room that customers rent for an activity. such as meeting, wedding or banquet |
| property management software | technology used to run lodging properties. It keeps all the information for all departments in one system |
| check in | the process of registering guest, assigning rooms, and distributing keys |
| check out | the process of paying for rooms and returning keys. |
| registration | the process of keeping a list of everyone who is staying at the hotel |
| hotel guest cycle | is related to the four stages of guest interaction with the hotel and it's staff. The stages are: pre-arrival, arrival, occupancy, and departure. These are opportunities for making good impression and offering special services to guests |
| prearrival stage | includes everything the guest does before arriving at the property. Includes choosing the property and reservations. |
| arrival stage | includes everything that occurs when the guest first arrives at the property. Including: arriving, unloading luggage, getting the luggage into the property, parking, and registering |
| occupancy | includes everything that guest does while staying at the hotel. |
| departure | involves all activities when leaving the hotel including: packing, loading the car, and paying the bill. |
| bed and breakfast | a type of lodging that offers a “home- like” feel and includes a home-cooked meal and an opportunity to socialize with the owners and meet other border |
| budget and limited service hotels | Limited service properties offer a medium level of service and a midrange price. They are divided into the following categories |
| guest folio | The record of charges and payments for a room is called |
| levels of hotel service | full service, limited service, specialty accommodations (which can differ depending on the style or function) |
| room rate | the price actually charged for one night stay |
| referral system | a group of independent hotels use a central office for marketing and reservations |
| modified American plan | a meal plan that offers breakfast and dinner as a part of the service. |
| ski lodge, couples only resort, golf resort | an example of a property based on guest type |
| central reservations center | when hotels have an office or single location that takes reservations for multiple locations |
| front office departments | front desk, reservations, telecommunications, and uniformed services |
| housekeeping staff | are responsible for keeping an accurate room inventory |
| front desk agent | primarily responsible for guest check-ins and checkout |
| unguaranteed | a room reservation that is only held until a specified time |
| rooms division | is responsible for preparing and selling rooms |
| continental food plan | a breakfast plan offered by many moderately priced hotels that includes simple breakfast meals that are made and served by the customers themselves. Might be cereals, bagels, donuts coffee and juice |
Created by:
janice ritchey
Popular Marketing sets