HTM 180 Study Guide

Question 1

Hospitality

Answer 1

The act of being welcoming, friendly, and generous toward guests to create a positive experience

Question 2

Hospitality Industry

Answer 2

Businesses providing accommodations, dining, and services for travelers and guests

Question 3

Service vs. Hospitality

Answer 3

service - delivery of product
Hospitality - How the guest feels during the experience

Question 4

Umbrella Industry

Answer 4

Hospitality includes multiple interrelated segments serving guests across the travel journey

Question 5

Industry Segments

Answer 5

Include - Travel, lodging, food service, events, attractions, and recreation.

Question 6

Interdependency

Answer 6

Industry segments rely on one another to create the full guest experience

Question 7

Diversification

Answer 7

expansion into related services to enhance guest offerings

Question 8

Leading

Answer 8

Influencing others toward achieving a shared vision

Question 9

Managing

Answer 9

Achieving organizational objectives through structured processes

Question 10

Management Levels

Answer 10

Frontline - (entry level, managing line employees)
Middle - (Department heads, short to medium planning, manages frontline managers)
Senior - (Medium to long range planning)

Question 11

Leadership vs. Management

Answer 11

Leadership - inspires changes
Management - Manages and maintains systems

Question 12

Transformational vs. Transactional Leadership

Answer 12

Transactional - using behaviors or rewards to bring about actions in others.
Transformational - Gives better performance than others and inspires others to give their best as well.

Question 13

Kouzes and Posner Practices

Answer 13

There are 5
1. Challenge the process
2. Inspire a shared vision
3. Enable others to act
4. Model the way
5. Encourage the heart

Question 14

Marketing

Answer 14

Long-term, guest-focused, value creation

Question 15

Sales

Answer 15

Short term revenue conversion

Question 16

Environmental Scanning

Answer 16

Involves SWOT and PEST analysis

Question 17

Marketing Mix

Answer 17

Product, Price, Place, Promotion

Question 18

Strategic Planning

Answer 18

Long-term Mission and Direction

Question 19

Ansoff Matrix

Answer 19

Market Penetration, Market Development, Product Development, and Diversification

Question 20

Operational Objectives

Answer 20

Specific and measurable action statements

Question 21

Management by Objectives

Answer 21

Sets of organizational Goals and Clear ways to achieve them

Question 22

benchmarking

Answer 22

The best way of doing something and which companies excel in that area

Question 23

Policies, Procedures and Rules

Answer 23

Policies - Broad Guidelines for associates to use when making decisions
Procedures - Specifically what to do in a given situation.
Rule - Very specific action guide that must be followed

Question 24

Budgeting

Answer 24

A plan allocating money to specific activites

Question 25

Contingency Planning vs Crisis Management

Answer 25

Planning prepares for a crisis, mangement handls them when they happen.

Question 26

Organizational Structure

Answer 26

Work specialization, Departmentalization, Chain of command, Span of control, Centralization vs Decentralization.

Question 27

Team

Answer 27

Group Working toward a common goal.

Question 28

Group Dynamics

Answer 28

Inteaction Patterns affecting performance

Question 29

Department vs. Team

Answer 29

Department = Structure, Team = Collaboration

Question 30

Empowerment

Answer 30

Giving associates freedom to make decisions, in this case, to please the guest.

Question 31

Project Management

Answer 31

On time, within budget, according to specification

Question 32

Workforce Planning

Answer 32

Right people, right skills, right time

Question 33

Operational Efficiency vs Guest Satisfaction

Answer 33

Efficiency - costs are controlled, waste of all kinds is minimized Satisfaction - Reasonable wait times, friendly service, clean facilities

Question 34

Scehduling

Answer 34

Making sure we have enough people that stay busy, but not too few that they get burnt out

Question 35

Job Rotation

Answer 35

Moving employees accross roles

Question 36

Job enlargement

Answer 36

Increases how much work and tasks an employee has, but no increase in real responsibility.

Question 37

Job enrichment

Answer 37

Adds planning and evaluating responsibilities to a role.