1. What is moment of truth? A way to handle guest encounters. a. Who made it? Jan Carlson b. How was it developed?

From Jan Carlson SAS coaching job on the front line. 2. Airport-Hotels concept: Convenient locations, economical prices, and easy and less costly transportation costs to ad from the airport. a. Purpose? Businesspeople who want to fly in, meet, and fly out or it saves guests from going downtown. 3. What is the bed-and-breakfast hotels concept? Price sensitive segments. Home-like atmosphere: home away from home. For people who are tired of the complexity of checking-in and checking-out of hotels. a. Where did it start? In the UK in the 1900s. 4. Video clip - Horst FOUR things of hospitality. a. Keep the customer (loyalty) b. Find ways to get new customers c. Take money from customers as you can without losing them d. Create efficiencies (not cost-cutters) 5. RevPAR Revenue Per Available Room: Hotels use rev par to see how they are doing compared to their competitive set of hotels. a. Rooms Reveue / Number of Rooms Available 6. Video clip Marriott-Extended Stay a. Why was it created? For businesspeople. 7. Trends in Tourism (Last part in Chapter 2): 4% per year by topping 1 billion by 2010.. and so on 8. Characteristics of Hospitality 24-hour, Shift work, Intangible nature of the service, produced and consumed on spot (inseparable), perishable, seasonal, and labor-intensive. 9. Definition of tourism: 50 miles away from home and 1 night stay in less than 1 year. 10. Speaker Grand Hyatt - What two properties started revenue management? 11. From October 1st, one change for tourism with hospitality: Occupancy tax increase. 12. Page 75-76 Sustainable tourism: Refers to the environmental and sociocultural aspects of tourism, with the establishment of a suitable balance

between these three dimensions to guarantee its long-term sustainability. 13. Speaker - GM from Sheraton - Mission Statement: Defines who you are. The three constituents: Customers, employee, and shareholders. 14. Characteristic of Hospitality - Biggest difference between hospitality characteristic and other industry? 15. What is empowerment? Give employees power to make decisions. 16. Speaker - Dephon: Disadvantages of hotel restaurants: a. Restaurant Marketing Hotel does all marketing b. Visibility Inside hotel, not many people notice c. Convenience - Parking d. Accessibility Where is the restaurant e. Pricing More expensive 17. Impact of tourism: Economic, social and cultural, and environmental. 18. Positive tourism impacts? (One negative tourism impact question) 19. What is CVB? Convention and Visitors Bureau: Main function is to attract and retain visitors to the city. 20. What is DMC? Destination Management Company: A service organization in the visitor industry that offers a host of programs and services to meet clients needs. 21. Speaker Dephon: What are the hotel restaurants marketing strategies? a. Targeted Marketing b. Internal Marketing (Hotel Guests) c. Local Marketing (Local Businesses) d. Selected Media 22. What is WTO? World Tourism Organization: What's their role and responsibility? Vested by the United Nations with a central and decisive role in promoting the development of responsible, sustainable, and universally accessible tourism, with the aim of contributing to economic development, international understanding, peace, prosperity, and universal respect for and observance of human rights and fundamental freedoms. The organization pays particular attention to the interests of the developing countries in the field of tourism. 23. Franchise contracts - Advantages and disadvantages for franchisee and franchisor.

24. Hotel management company - Difference between franchise and management: 25. Speaker Grand Hyatt: Transients: Someone who stays for a short time 26. How to be successful as a General Manager? Have a broad range of personal qualities: Leadership, attention to detail, follow-through (getting the job done), people skills, patience, and ability to delegate effectively. 27. What are the two agencies that rate hotels? American Automobile Association and Mobile Travel Guide. 28. ADR - Average Daily Rate: Total Room Revenue / Total Number of Rooms Sold 29. BONUS: Role of front office in hotel? a. Review previous nights occupancy/ADR b. Review arrivals, departures, VIP rooms c. Staffing adjustments/scheduling d. Look over market mix e. Met with lead GSAs f. Sell rooms g. Maintain balanced guest accounts h. Offer services such as faxes, mail, messages, etc. 30. What is a freestanding restaurant? It is not attached to, or part of, any other structure. It is the only business in the building. 31. BONUS: In terms of number of employees in hotel, what is the biggest department? Housekeeping 32. Night Auditor: Post charges, closes the books on a daily basis, balances guest accounts, completes daily report 33. What is PBX - Private Brand Exchange in-house communications 34. Contribution margin in restaurant? Unit Contribution Margin (C) is Food Revenue (Price, P) minus Food Cost (V). 35. What makes all the money in F&B in hotel? BAR 36. What is the definition of yield management? A percentage of guests who book and send in a deposit in advance will be able to secure a room at a more reasonable price than can someone booking a room with just three days notice.

37. BEO Banquet Event Order: The BEO is a document that is produced by the catering department and it highlights the specifics of the booked event. 38. Video clip Horst: What is the most important service? Exceptional customer service. a. Defect free (you want everything to be right) b. A timely experience (no waiting) c. To give the sense that you care (it's the caring piece that identifies the service) 39. Chapter 3: Classification of hotel: Luxury, Upscale, Mid-priced, Economy What sub-branch in what level? PAGE 101 40. Biggest hotel in terms of hotels? Rooms? HOTEL: Wyndham Hotel. ROOMS: IHG InterContinental Hotels Group. 41. What are brands under IHG - Intercontinental hotel group? Sub-brands (Under marriott, choice, wyndham) 42. Calculating food costs: Simple. [Portion Cost (PC) / Menu Price (MP)] x 100% 43. Page 49 - Explanation of Hub-and-Spoke system for airline? To remain efficient and cost effective. This enables passengers to travel from one smaller city to another smaller city via a hub or even two hubs. a. Airlines can service more cities at a lower cost b. Airlines can maximize passenger loads from small cities, thereby saving fuel 44. More ways to classify hotels, but generally we use three different ways to classify. a. Location b. Types of services offered c. Market price levels 45. Page 97 - Conrad Hilton.