DECA HLM Districts Study Guide with
Complete Solutions
Explain the nature of regulations affecting the hospitality and tourism industry -
ANSWER-Regulations are put in place to protect consumers' health and safety. All
hospitality and travel-related businesses must comply with state and local laws
governing fire, safety and health standards.
Describe the rights of customers in the hospitality and tourism industry (BL:135)
(SP) - ANSWER-The guests have a right to expect that the facility provides clean
linens and disinfected bathrooms. Guests expect that the locks on the doors are
adequate to keep them safe from intruders or that measures have been taken to
keep guests from tripping over loose carpet Guests have the right to expect that
the food that they purchase is safe and free from bacteria.
Explain the relationship between the economy and hospitality and tourism (EC:136)
- ANSWER-An example of a direct impact would be the employment that hospitality
creates.
An indirect impact is the further employment that's created as a result of
hospitality, for example, the jobs created in the supply and delivery industry,
marketing, or in the farming industry.
Overall, the main factor taken into consideration is how much the sector contributes
to a nation's GDP, the tax it contributes, and the employment it creates
Describe personal traits important to success in hospitality and tourism (El:090)
(PQ) - ANSWER-1. Listening
2. Oral communication
3. Customer Orientation
4, Stress Tolerance
5. Quality Orientation
6. Work Standards
7. Multitasking
Discuss considerations in accepting credit-card payments (FI:789) (SP) - ANSWER-
1 Risks of losses related to fraud
2 - Risks of losses related to a data breach
3 Risks to your business reputation
,Calculate credit-card processing costs (Fl:790) (SP) - ANSWER-Get credit card
statement
take the total amount deducted for processing and divide it by the amount of your
total monthly sales that paid using credit cards. The result is your effective rate,
the total amount your company is charging you
Interpret cash-flow statements (Fl:541) (SP) - ANSWER-A cash flow statement is a
financial statement that summarizes the amount of cash and cash equivalents
entering and leaving a company. The cash flow statement measures how well a
company manages its cash position, meaning how well the company generates cash
to pay its debt obligations and fund its operating expenses
Explain cash control procedures (e.g., signature cards, deposit slips,
internal/external controls, cash clearing, etc.) (FI:113) (CS - ANSWER-Signature
cards- signature card is a document that a bank keeps on file with the signatures of
all the authorized people on that account.
Deposit slips- DescriptionA deposit slip is a form supplied by a bank for a depositor
to fill out, designed to document in categories the items included in the deposit
transaction.
Cash clearing- Cash clearing accounting for payments is a two-step process. It
focuses on the use of a special cash-clearing control account to help provide an
accurate cash-on-hand balance by including the effect of payment transactions that
have been issued, but have not yet cleared the bank.
Reconcile cash - ANSWER-A cash reconciliation is the process of verifying the
amount of cash in a cash register as of the close of business. The verification can
also take place whenever a different clerk takes over a cash register
Explain labor-relations issues (HR:452) (SP) - ANSWER-Conflicts,
sexual harassment,
annual leave disputes,
bullying and other employee relations issues
can negatively impact your organization. As a business owner or HR manager, it's
your responsibility to prevent and address these problems before they escalate
Differentiate between service marketing and product marketing (MK:008) (CS) -
ANSWER-Service marketing is based on an impression; the impression of the
environment, the staff, and the attention given to the customer.
Product marketing is based on a tangible product that the customer can use.
,Explain ways that technology impacts the hospitality and tourism industry (NF:060)
(PQ) - ANSWER-Technology has
helped reduce costs,
enhance operational efficiency,
improve services
and customer experience. .
Technology has helped tourism and hospitality industries replace expensive human
labor with technological labor. This helps reduce labor costs, but also helps avoid
customer service issues, though there actually may be service issues due to lack of
people
Describe the impact of mobile technology on the hospitality and tourism industry
(NF:313) (SP) - ANSWER-All kangaroos hop easy communication thank you
messages, social media, hand held marketing/promotion
Use database for information analysis (NF:185) (SP) - ANSWER-A database is a
collection of information that is organized so that it can be easily accessed managed
and updated. Computer databases typically contain aggregations of data records or
files, containing information about sales transactions or interactions with specific
customers
Standard transactional database measures are recency, frequency and value
Increasingly businesses look to track customers and then look at customer
journeys.
A core aim of many types of analysis is to build a 'propensity model'. That is a
model of those customers who are most likely act in a certain way
Cross sales rates
In particular, the data can be used to attempt predictive modelling.
Label customers with segments, use database to find segments.
Use software to automate services (NF:106) (SP) - ANSWER-Accounting Software.
QuickBooks: The industry standard in financial management
Backup and Recovery. Mozy's remote backup service lets you select what you want
to back up
Blogging Tool
, Calendar
CRM.
Use analytical tracking tools (NF:205) (SP) - ANSWER-Social Metrics Advertising
Tools- instagram twitter
Testing/Optimization Tools- google content experiments
Competitive Intelligence- moz
User Behavior- google analytics
Describe current issues and trends in the hospitality and tourism industry (NF:048)
(SP) - ANSWER-Trends: social media use, targeting to teens/children, emphasis on
customer service
Issues: customers have high expectations, technology is growing rapidly,
community/value over quality
Identify information monitored for business decision making (NF:280) (SP) -
ANSWER-Making most out of consumer patterns
Using data to drive performance: , using analytics to measure key performance
metrics across areas such as operational excellence, product innovation and
workforce planning can produce calculated insights to solve complex business
scenarios.
Managing risk through analytics:
Explain sources of secondary hospitality and tourism information (NF:281) (SP) -
ANSWER-Secondary data refers to data which is collected by someone who is
someone other than the user
Industry reports talks about trends, cheap way: going online to a trusted source
Describe methods used to collect hospitality and tourism business information (e.g.,
observations, mail, telephone, Internet, discussion groups, interviews) (NF:283)
(SP) - ANSWER-Surveys and questionnaires (completed in-person, online, by
telephone, direct mail, or direct email)
Trip diaries - Visitor recordings of trip details,
Field tests- Assessing a situation under the conditions it is actually being used,
Observations- Watching or observing a situation to record relevant facts,
Complete Solutions
Explain the nature of regulations affecting the hospitality and tourism industry -
ANSWER-Regulations are put in place to protect consumers' health and safety. All
hospitality and travel-related businesses must comply with state and local laws
governing fire, safety and health standards.
Describe the rights of customers in the hospitality and tourism industry (BL:135)
(SP) - ANSWER-The guests have a right to expect that the facility provides clean
linens and disinfected bathrooms. Guests expect that the locks on the doors are
adequate to keep them safe from intruders or that measures have been taken to
keep guests from tripping over loose carpet Guests have the right to expect that
the food that they purchase is safe and free from bacteria.
Explain the relationship between the economy and hospitality and tourism (EC:136)
- ANSWER-An example of a direct impact would be the employment that hospitality
creates.
An indirect impact is the further employment that's created as a result of
hospitality, for example, the jobs created in the supply and delivery industry,
marketing, or in the farming industry.
Overall, the main factor taken into consideration is how much the sector contributes
to a nation's GDP, the tax it contributes, and the employment it creates
Describe personal traits important to success in hospitality and tourism (El:090)
(PQ) - ANSWER-1. Listening
2. Oral communication
3. Customer Orientation
4, Stress Tolerance
5. Quality Orientation
6. Work Standards
7. Multitasking
Discuss considerations in accepting credit-card payments (FI:789) (SP) - ANSWER-
1 Risks of losses related to fraud
2 - Risks of losses related to a data breach
3 Risks to your business reputation
,Calculate credit-card processing costs (Fl:790) (SP) - ANSWER-Get credit card
statement
take the total amount deducted for processing and divide it by the amount of your
total monthly sales that paid using credit cards. The result is your effective rate,
the total amount your company is charging you
Interpret cash-flow statements (Fl:541) (SP) - ANSWER-A cash flow statement is a
financial statement that summarizes the amount of cash and cash equivalents
entering and leaving a company. The cash flow statement measures how well a
company manages its cash position, meaning how well the company generates cash
to pay its debt obligations and fund its operating expenses
Explain cash control procedures (e.g., signature cards, deposit slips,
internal/external controls, cash clearing, etc.) (FI:113) (CS - ANSWER-Signature
cards- signature card is a document that a bank keeps on file with the signatures of
all the authorized people on that account.
Deposit slips- DescriptionA deposit slip is a form supplied by a bank for a depositor
to fill out, designed to document in categories the items included in the deposit
transaction.
Cash clearing- Cash clearing accounting for payments is a two-step process. It
focuses on the use of a special cash-clearing control account to help provide an
accurate cash-on-hand balance by including the effect of payment transactions that
have been issued, but have not yet cleared the bank.
Reconcile cash - ANSWER-A cash reconciliation is the process of verifying the
amount of cash in a cash register as of the close of business. The verification can
also take place whenever a different clerk takes over a cash register
Explain labor-relations issues (HR:452) (SP) - ANSWER-Conflicts,
sexual harassment,
annual leave disputes,
bullying and other employee relations issues
can negatively impact your organization. As a business owner or HR manager, it's
your responsibility to prevent and address these problems before they escalate
Differentiate between service marketing and product marketing (MK:008) (CS) -
ANSWER-Service marketing is based on an impression; the impression of the
environment, the staff, and the attention given to the customer.
Product marketing is based on a tangible product that the customer can use.
,Explain ways that technology impacts the hospitality and tourism industry (NF:060)
(PQ) - ANSWER-Technology has
helped reduce costs,
enhance operational efficiency,
improve services
and customer experience. .
Technology has helped tourism and hospitality industries replace expensive human
labor with technological labor. This helps reduce labor costs, but also helps avoid
customer service issues, though there actually may be service issues due to lack of
people
Describe the impact of mobile technology on the hospitality and tourism industry
(NF:313) (SP) - ANSWER-All kangaroos hop easy communication thank you
messages, social media, hand held marketing/promotion
Use database for information analysis (NF:185) (SP) - ANSWER-A database is a
collection of information that is organized so that it can be easily accessed managed
and updated. Computer databases typically contain aggregations of data records or
files, containing information about sales transactions or interactions with specific
customers
Standard transactional database measures are recency, frequency and value
Increasingly businesses look to track customers and then look at customer
journeys.
A core aim of many types of analysis is to build a 'propensity model'. That is a
model of those customers who are most likely act in a certain way
Cross sales rates
In particular, the data can be used to attempt predictive modelling.
Label customers with segments, use database to find segments.
Use software to automate services (NF:106) (SP) - ANSWER-Accounting Software.
QuickBooks: The industry standard in financial management
Backup and Recovery. Mozy's remote backup service lets you select what you want
to back up
Blogging Tool
, Calendar
CRM.
Use analytical tracking tools (NF:205) (SP) - ANSWER-Social Metrics Advertising
Tools- instagram twitter
Testing/Optimization Tools- google content experiments
Competitive Intelligence- moz
User Behavior- google analytics
Describe current issues and trends in the hospitality and tourism industry (NF:048)
(SP) - ANSWER-Trends: social media use, targeting to teens/children, emphasis on
customer service
Issues: customers have high expectations, technology is growing rapidly,
community/value over quality
Identify information monitored for business decision making (NF:280) (SP) -
ANSWER-Making most out of consumer patterns
Using data to drive performance: , using analytics to measure key performance
metrics across areas such as operational excellence, product innovation and
workforce planning can produce calculated insights to solve complex business
scenarios.
Managing risk through analytics:
Explain sources of secondary hospitality and tourism information (NF:281) (SP) -
ANSWER-Secondary data refers to data which is collected by someone who is
someone other than the user
Industry reports talks about trends, cheap way: going online to a trusted source
Describe methods used to collect hospitality and tourism business information (e.g.,
observations, mail, telephone, Internet, discussion groups, interviews) (NF:283)
(SP) - ANSWER-Surveys and questionnaires (completed in-person, online, by
telephone, direct mail, or direct email)
Trip diaries - Visitor recordings of trip details,
Field tests- Assessing a situation under the conditions it is actually being used,
Observations- Watching or observing a situation to record relevant facts,
