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HRTE FE 2020
Words to Know
| Term | Definition |
|---|---|
| customer service | Involves the total customer experience including performance of staff, the courtesy of the staff, and the cleanliness of the property, and the way customers are treated is called... |
| word of mouth publicity | When customer complaints are not handled the right way they can lead to: informal conversation people have about their experiences with a business and poor reviews. This informal conversation is called... |
| characteristics of customer focused employees | Eye contact, good posture, smile, respond quickly, use customers' name, and cleanliness and well groomed employees are all ... |
| occupancy | the four stages of the hotel guest cycle include pre-arrival, arrival, ----, and departure |
| full service | large lodging property that provides many services including luggage assistance, one or more restaurants, room service, a spa, and fitness center |
| rack rate | the official rate for one night's lodging at a lodging property |
| food service | the business of making and serving prepared food and drink is called: |
| DCHS Cafeteria, a college Food court, or a Hospital Cafeteria | Non-commercial food service businesses can best be described by which of the following? |
| concept | The restaurant ___________ allows a food service business to distinguish itself from another based upon its target market, location, theme, décor, and service style is called |
| TRUE | TripAdvisor, Expedia, Travelosity and Kayak are all examples of travel planning websites |
| 5 Ws of travel | Who is traveling, why is the trip needed, where is the destination and what mode of transportation are the five basic decisions all travelers and their planners must make. These decisions are also called... |
| pineapple | a symbol of hospitality which represents welcome, warmth, and friendliness |
| diversity | hiring employees from different backgrounds, offering menus in different languages and developing marketing materials geared toward different types of customers is an example of a trend in hospitality |
| infrastructure | the physical components of a destination, such as hotels, restaurants, roadways, and transportation that support tourism |
| economic impact | the increase in jobs, improved infrastructure and added money spent in a state or city due to travel are examples of... |
| amenities | room service, fitness centers, dry cleaning and access to a computer or fax machine while staying at a hotel are... |
| ways to learn about customer satisfaction | comment cards, mystery shoppers, and asking customers directly |
| sponsorship | when large companies pay fees to support a sports team or event in exchange for an advertisement or display of the company logo |
| TRUE | The use of a logo, slogan or color scheme are all ways to build a brand identity |
| leisure time | the time left after work and other necessities is called... |
| Travel Documents | VISA, Passports, and drivers licenses are all examples of.... |
| travel agent | a career that involves matching travelers with travel suppliers. Usually involves helping them find transportation, destinations, hotels and amusement for a specific location |
| niche markets | are new markets in tourism that provides travel based on specific interests. Examples might include adventure tours, geotourism, or ecotourism |
| transportation | airplanes, buses, trains, and cruises are all ---- options in the travel and tourism industry |
| franchise | a type of business ownership which allows individuals own and operate their own location while following specific corporate requirements. Examples: McDonald's, Chick Fil A, and Burger King |
| sales promotion | selling products and services using special pricing or activities in order to increase sales for a period of time. For example, selling tickets as buy one get one half off |
| cause marketing | when promoting a product or service along with a charity organization. For example, if you purchase Tide, $2 will go toward hurricane relief |
| public relations | activities that promote good feelings about a company. Press Conference about new team or player, awards ceremony, etc. |
| target market | the specific group of customers you are trying to reach with your advertising and promotions |
| hospitality | meeting the needs of guests or customers with kindness and goodwill |
| TRUE | recreation, community festivals, and sporting events are important to a local community because they increase visitors, jobs, and improves the economy |
| recreation | involves rest, relaxation, and enjoyment and includes activities such as: ropes courses, rafting, kayaking, hiking and teambuilding |
| Bundle Pricing | involves pricing a group of products at one price |
| hotels and lodging | this segment of the industry consists of businesses that provide overnight accommodations as well as providing meeting, banquet and other function rooms for rent |
| Travel and Tourism segment | consists of businesses that help in the planning of trips to destinations. This segment also involves the enjoyment of activities upon arrival to the destination |
| Recreation, Sports & Entertainment segment | this segment involves the enjoyment of events including football games, concerts, and outdoor activities such as: hiking, swimming, and kayaking. |
| Accommodation | another term for lodging meaning a place to sleep |
| travel package or ticket package | often includes a variety of activities related to hospitality such as an event, food, and lodging for one price |
| referral system | group of independent hotels that creates a central office for reservations and marketing. Also called an affiliation or consortium (consortia) |
| TRUE | the first phone call, view of entrance, interaction with staff, length of wait, arrival of food, restrooms, and presentation of the bill are all critical moments in hospitality |
| Hospitality Industry | provides services to people away from home including the lodging, , food service, travel, & tourism, events, and recreation segments |
| peak season | seasons with the highest demand |
| Quick Service Restaurant | a restaurant offering speedy basic services , convenience, and consistent quality at low prices. also known as a fast food restaurant |
| Odd/Even Pricing | type of pricing strategy involves using .99 or .49 in order to give the impression of a lower cost for an item |
| 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 |
| function room | is a room that customers rent for an activity. such as meeting, wedding or banquet |
Created by:
janice ritchey
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