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business
management in the hospitality industry

Questions and Answers of Management In The Hospitality Industry

1. How can the center be financed and built? The city could float a bond on the market, or could raise the TOT tax, but that might dissuade some groups from coming to your city because other cities
Use of hotels' Web sites. Hotel companies will continue to try to persuade guests to book using the hotel company Web site.
Diversity of the guest. More women travelers are oc- cupying hotel rooms. This is particularly a result of an increase in business travel.
Greening of hotels and guest rooms. Recycling and use of environmentally friend products, amenities, and biodegradable detergents will increase.
Capacity control: This refers to who will control the sale of inventories of hotel rooms, airline seats, auto rentals, and tickets to attractions. Presently, owners of these assets are in control of
Assets and capital: The issues concerning assets and capital include rationing of private capital and rationing of funds deployed by governments.
Technology: An example of the growing use of expert systems (a basic form of artificial intelligence) would be making standard operating procedures available online, 24 hours a day, and establishing
4. Reconcile point-of-sale and PMS to guest accounts. If this does not balance, then the auditor must investigate errors or omissions. He or she does this by checking that every departmental charge
3. Run backup reports so if the computer system fails, the hotel will have up-to-date information to operate a manual system.
2. Pass discrepancies to shift managers in the morning. The room and tax charges are then posted to each folio and a new balance shown.
1. Post any charges that the evening shift was not able to post.
3. Handle guest check-ins. This means notifying the appropriate staff of any special requests guests may have made (e.g., nonsmoking room or a long bed for an extra- tall guest).4. Take reservations
2. Check on room status, outstanding check-outs, and arrivals by double-checking registration cards and the computer in order to update the forecast of the night's occupancy. This will determine the
1. Check the log book for special items. (The log book, which may be electronic, is kept by guest contact associates at the front office to note specific and important guest requests and occurrences
List the duties and responsibilities of a food and beverage director and other department heads.
5. Complete and distribute the daily report. This report details the previous day's activities and includes vital infor- mation about the performance of the hotel.
6. Be on the lookout for security issues, including areas of the hotel where theft could potentially occur.
5. Counting revenue dollars as equal, regardless of the distri- bution channel they came through.
4. Thinking that short-term goals are always higher in priority than long-term goals.
3. Believing that artificial intelligence is better than human intelligence.
2. Believing that the correct price to charge for a room night is established costs and Return on Investment (ROI) expectations..
1. Believing that discounting is an efficient means of increas- ing revenue.
3. What are the subdepartments that fall under the rooms division? What is each department’s main function?
2. What does an executive committee for a hotel of 300-plus rooms look like?
1. Name the functions performed by the general manager.
Calculate occupancy percentages, average daily rates, and actual percentage of potential rooms revenue.
Explain property management systems and discuss revenue management.
2. Explain how hotels cater to the needs of business and leisure travelers in reference to the following concepts:(a) resorts and (b) airport hotels.
Condotel: An increasing number of condotels and ho- tels are being developed as multiuse, meaning hotels with residences (condominiums), spas, and recreational facilities.
Rapid growth in vacation ownership: Vacation ownership is the fastest-growing segment of the lodg- ing industry and is likely to continue growing as the baby boomers enter their fifties and sixties.
Diversification within segments of the lodging industry: The economy segment now has low- medium-, and high-end properties. The extended-stay market has a similar spread of properties, as do all the
Consolidation: As the industry matures, corporations are either acquiring or merging with each other.
Globalization: A number of U.S. and Canadian chains have developed and are continuing to develop hotels around the world. International companies are also investing in the North American hotel
4. Name the different types and loca- tions of hotels. What type of hotel is the most common in the city in which you reside?
5. If you were in charge of a sustainable lodging program in a lodging facility, what are three ways which you could reduce and save energy and waste?
Describe the main functions of the hotel departments.
Draw an organizational chart of the rooms and food and beverage divisions of a hotel and identify the executive committee members.
Outline the duties and responsibilities of key executives and department heads.
2. Go to Eco Guru Web site and calcu- late your footprint. What other things can we do to decrease our footprint?
1. Identify which kind of hotel you would like to work at and give some reasons why.
1. What does PMS stand for? What functions does this system perform?
Internet bookings will increase.
Describe the interrelated nature of hospitality and tourism.
10. We will actively and consciously work to protect and pre- serve our natural environment and natural resources in all that we do.
9. We will guarantee that every employee at every level will have the same opportunity to perform, advance, and be evaluated against the same standard as all employees en- gaged in the same or
8. We will provide every employee at every level all the knowledge, training, equipment, and motivation required to perform his or her tasks according to our published standards.
7. We will strive constantly, in words, actions, and deeds, to develop and maintain the highest level of trust, honesty, and understanding among guests, clients, employees, employers, and the public
6. We will provide a totally safe and sanitary environment at all times for every guest and employee.
5. We will deliver all standards of service and product with total consistency to every guest.
3. An order has come from the corporate office that guests from a certain part of the world may only be accepted if the reservation is taken from the embassy of the countries.One Sunday afternoon,
1. What are some possible reasons for the carelessness of Tom's colleagues?
4. Describe why Ritz-Carlton won the Malcolm Baldrige Award.
3. What is the Disney service model?
2. Describe and give an example of the following:a. The interrelated nature of the hospitality and tourism industryb. The characteristics of the hospitality industry
1. Why is service:so critical in the hospitality and tourism industry?
5. If you were being supervised by Tom, and frustrated by the way he chooses to manage the kitchen, would you address him directly? If so, how?
4. How can Tom regain his confidence in leadership, while still receiving respect from others?
2. How should Tom assess the current situation?
4. We will treat all guests equally regardless of race, religion, nationality, creed, or sex.
3. We will concentrate our time, energy, and resources on the improvement of our own products and services and we will not denigrate our competition in the pursuit of our success.
3. Discuss how empowerment provides the guest with superior service.
2. What is the difference between total quality management (TQM) and quality control (QC)?
1. What is the Malcolm Baldrige National Quality Award?
3..How does the front-of-the-house and the back-ofthe-house staff impact teamwork and also service to the guest?
2. What is a moment of truth?
1. Why is service so important?
Explain the Disney approach to service and the service model.
Discuss what needs to happen to achieve success in service.
1. Describe the key elements of Disneyland guest service.
2. Once initial cast member training is completed, what concepts must be applied and continually reinforced by leaders who possess strong coaching skills?
2. We will conduct ourselves personally and collectively at all times so as to bring credit to the hospitality and tourism industry.
1. We acknowledge ethics and morality as inseparable ele- ments of doing business and will test every decision against the highest standards of honesty, legality, fairness, impunity, and conscience.
2. Define etiquette and explain how it relates to the hospitality industry.
1. Name three qualities beneficial for a career in hospitality.
2. What is a career goal?
1. What is a career path? -
4. Why does Disney call its employees “cast members”?
3. What does it mean that “...home at night”?our inventory goes
3. Organization: Disneyland and Walt Disney Worlda. Compare and contrast Disneyland’s and Walt Disney World’s Web sites.
1. What four basic considerations have emerged as factors influencing travel?
Explain cultural, heritage, and nature tourism.
Describe sustainable tourism and ecotourism.
3. 3. Search for "Wyndham Hotels" on the Internet and try to view their social media sites. Do they use Twitter? A Facebook page? If so, how do they utilize the social media sites to better their
2. Go to hotels.com, find a 4 star hotel in Dallas, Texas (one night, any day of the year). Now, using that same date and city, search on priceline.com and kayak.com to see if you can use another
1. Go online and get prices for an airline round trip between two cities for a flight:a. more than 60 days outb. 7 to 14 days outc. leaving tomorrow Compare the prices and share the results with your
2. How would you promote or improve tourism in your community?
1. ir Analyze your family’s and friends’ recent or upcoming travel plans and compare them to the examples in the text that illustrate the reasons why people travel.
2. What are the main reasons why people travel?
3. What are the reasons for the increase in travel?
The world's tourism industry reached an estimated $1.4 trillion in 2013, which is an increase of 2.5 percent annually over the past five years. Source: Global Tourism: Market Research Report.
Ecotourism, sustainable tourism, and heritage tourism will continue to grow in importance.
3. Apart from the quality of service, what else should the community look into regarding its visitors?
2. How many key steps are involved in the model to construct the plan for heritage tourism?
1. What is the purpose of the community's assessment of its potential for heritage tourism?
3. What does ecotourism focus on?
2. What is the social and cultural impact of tourism?
1. What is the competitiveness of international destinations based on?
2. Organization: Air Transport Association Summary: The ATA is the first and only trade organization for the principal U.S. airlines. Its purpose is to support and assist its members by promoting the
2. How would you define the interdependency of tourism segments?
1. How does the WTO stimulate growth in international tourism?

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