Mixed Deck — All HOSPITALITY Topics Flashcards

What is the 'tourism leakage' problem in developing destination economies?

Answer: The proportion of tourism revenue that flows out of the local economy to foreign-owned businesses

Economic leakage in tourism occurs when tourism revenue exits the local destination economy — through profits repatriated by foreign-owned hotels, imported goods consumed by tourists, foreign staff salaries, and overseas marketing costs. In some developing countries, up to 80% of tourist spending leaves the local economy.

What is 'linen control' in hotel housekeeping management?

Answer: Tracking the inventory, use, and replacement of all bed and bath linens

Linen control involves systematic tracking of all textile inventory to minimize loss, manage replacement costs, and ensure availability.

What is 'walk-in' guest in hotel terminology?

Answer: A guest arriving without a prior reservation

A walk-in guest arrives at the hotel without a prior reservation and requests accommodation on the spot.

What is a 'no-show' in hotel front office terminology?

Answer: A guest with a reservation who never arrives

A no-show is a guest who had a confirmed reservation but did not arrive and did not cancel.

What is a 'shoulder period' in hotel demand forecasting?

Answer: Transition periods between peak and off-peak demand

Shoulder periods are transitional demand periods between a hotel's peak season and low season. Demand is moderate and hotels often use targeted promotions and moderate rates to optimize occupancy during these periods.

What is the 'turn-down service' in hotel housekeeping and guest services?

Answer: An evening housekeeping service that prepares the room for sleep

Turn-down service is an evening housekeeping task where staff enter the guest room to fold back the bed linens, place a mint or amenity on the pillow, dim lights, draw curtains, and prepare the room for sleep — creating a welcoming nighttime environment.

What is the primary purpose of a hotel's data analytics dashboard?

Answer: Providing visual insights into key performance metrics like occupancy, revenue, and guest satisfaction scores

A data analytics dashboard consolidates and visualizes KPIs, enabling hotel managers to make informed, data-driven operational and revenue decisions in real time.

What is 'yield management' and how does it relate to hotel pricing?

Answer: Maximizing revenue by selling the right inventory to the right customer at the right price and time

Yield management is the practice of controlling prices and availability to maximize revenue from a fixed, perishable inventory (hotel rooms). It uses demand forecasting to set prices high when demand is strong and lower prices to stimulate demand when occupancy is threatened.

What does 'rate parity' mean in hotel distribution strategy?

Answer: Maintaining the same room rates across all distribution channels

Rate parity means a hotel maintains consistent room pricing across all booking channels so guests pay the same rate whether booking direct or through an OTA.

What does ADR stand for in hotel operations?

Answer: Average Daily Rate

ADR (Average Daily Rate) is calculated by dividing total room revenue by the number of rooms sold (occupied rooms). Unlike RevPAR, ADR excludes unsold rooms, making it a measure of pure pricing performance.

What is the role of the 'Executive Housekeeper' in a hotel?

Answer: The department head responsible for managing all housekeeping operations, staff, inventory, and quality standards

The Executive Housekeeper is the department head of the housekeeping division, responsible for managing the entire team of room attendants, supervisors, and public area cleaners, maintaining linen and supply inventories, setting and enforcing cleanliness standards, and coordinating with front desk on room status.

What does FIFO stand for in food storage management?

Answer: First In, First Out

FIFO (First In, First Out) means using older stock before newer stock to prevent spoilage and waste.

What does 'OSHA compliance' require of hotel employers?

Answer: Hotels must provide a safe workplace, training on hazards, and maintain records of workplace injuries and illnesses

The Occupational Safety and Health Administration (OSHA) requires hotel employers to provide a workplace free from recognized hazards, train employees on job-specific safety risks, maintain OSHA Form 300 injury logs, report serious injuries, and comply with specific standards covering chemicals (HAZCOM), ergonomics, blood-borne pathogens, and slip/fall prevention.

What is the 'franchise agreement' in hotel brand licensing and what key obligations does it impose?

Answer: A license granting a hotel owner the right to operate under a brand's name and systems in exchange for fees and compliance with brand standards

A hotel franchise agreement licenses a property owner (franchisee) to operate under a hotel brand's (franchisor's) name, reservation system, and loyalty program in exchange for paying royalty fees and meeting brand quality standards. Franchisors can terminate the agreement for failure to maintain standards.

What is 'direct booking' and why do hotels prefer it?

Answer: Guests booking directly through the hotel's own website or phone, avoiding OTA commissions

Direct bookings allow hotels to avoid OTA commission fees (typically 15–25%) and capture more guest data for relationship building.

What is an 'event contingency plan'?

Answer: A pre-planned response for dealing with unexpected situations such as weather, cancellations, or emergencies

A contingency plan documents responses to potential problems, ensuring the event team can quickly adapt to disruptions without panic.

What is 'competitive set' (comp set) in hotel benchmarking?

Answer: A group of comparable hotels used for performance comparison

A comp set is the specific group of similar hotels (by location, size, and segment) that a hotel uses to benchmark its RevPAR and market share.

What does 'mise en place' mean in restaurant service?

Answer: Everything in its place — preparation before service begins

Mise en place is the culinary practice of preparing and organizing all equipment and ingredients before service starts.

How does artificial intelligence (AI) most commonly improve guest service in hotels?

Answer: By powering chatbots that provide 24/7 personalized responses and automating routine service tasks

AI-powered chatbots and virtual assistants enable hotels to respond to guest inquiries around the clock and automate routine tasks like booking confirmations and FAQ responses.

Which of the following best describes 'yield management' in hotels?

Answer: Adjusting room prices based on demand to maximize revenue

Yield management (revenue management) involves adjusting pricing dynamically based on demand, booking patterns, and market conditions.