Chapter 1
Intangible products: The primary products of
hospitality-oriented organizations. Intangible products
such as comfort, enjoyment, and pleasant experiences
relate to guests’ emotional wee-being and
expectations. They present very different management
and marketing challenges than do tangible products
such as automobiles or boxes of cereal.
Moments of truth: Critical moments when customers
and staff members interact, offering opportunities for
the staff to make a favorable impression, correct
mistakes, and win repeat customers.
Service: meeting customers’ needs in the way that
they want and expect them to be met.
SWOT: An acronym for strengths, weaknesses,
opportunities, and threats. A SWOT analysis helps
companies assess how well they are serving their
current markets, an important step in the strategic
planning process.
Question:
Chapter 2
Demographic information: statistical information
(such as age and income) about a population, used
especially to identify markets.
Multiplier effect: the hidden or indirect benefits of
travel and tourism to a community, measured by
adding up all the expenditures of travelers in the
community and then multiplying that figure by a factor
(known as the multiplier) to arrive at the amount of
income that stays in the community and is generated
by these expenditures.
Price and sights group: the group of travelers
interested in doing the most things for the least
amount of money while on vacation.
Psychographic research: research that attempts to
classify people’s behavior in terms of their lifestyle
and values.
Quality groups: the group of travelers for whom the
quality of their vacation is of paramount importance.
They want, and are willing to pay for, first–class
accommodations and service.
Sun and surf group: the group of travelers seeking a
vacation spot where there is good weather, guaranteed
sunshine, and a beautiful beach.
Chapter 3
Catering manager: a hotel manager responsible for
arranging and planning food and beverage functions
for (1) conventions and smaller hotel groups, and (2)
local banquets booked by the sales department.
Controller: manages the accounting department and
all of its functions, including management of credit,
payroll, guest accounts, and cashiering activities.
Food and beverage manager: directs the production
and service of food and beverages.
General manager: the chief operating officer of a hotel
or restaurant.
Hotel manager: a person is charge of daily hotel
operations. Areas of responsibility include the front
office, reservations, and housekeeping, as well as such
source of revenue as gift shops and recreational
facilities. May be responsible for the food and
beverage department as well.
Human resources manager: in charge of employee
relations within an organization.
Management information systems(MIS) manager:
manages a hotel’s computerized management
information systems. May write simple computer
programs and instruction manuals for employees
Marketing manager: develops and implements a
marketing plan and budget.
Revenue manager: recommends room rate strategies
based on demand and market conditions.
