HOST 101 Chapters 1–5 – Restaurant Host Training and Customer Service Review
Material
Casino Hotels - ✔✔more revenue comes from casino, rather than sleeping rooms
Mixed-Use Development - ✔✔Hotels may have residential units within
Franchising - ✔✔Allows hotel franchise companies to rapidly grow using other people's money
Motel 6 - ✔✔Motel chain, got its name from the original cost of a room ($6)
Management Contract - ✔✔Allows a hotel company to manage a property for a period of 5, 10
or 20 years.
Bed & Breakfast - ✔✔Home-like atmosphere, usually serves breakfast, owner on property
Branding - ✔✔when large hotel companies have different named hotels geared towards
different target markets
Convention Hotels - ✔✔will include banquet and meeting spaces
General Manager - ✔✔had ultimate authority of running a hotel and responsible to 1)
employees, 2) guests and 3) stakeholders
Guest Service Agent - ✔✔greets guests, assigns rooms, checks guests in and out of hotel
PMS - ✔✔Hotel property management system
, Concierge - ✔✔hotel employee, usually located in lobby, assists with foreign language
translation, directions, show tickets, etc.
Upselling - ✔✔when front desk associate suggestively tries to sell a larger room, suite, higher
floor or better view at a higher room rate
Executive Committee - ✔✔Reports to GM, consists of directors in various operations
Rooms Division - ✔✔Unit in a hotel which consists of front office, housekeeping, concierge,
reservations and communications
Food & Beverage Division - ✔✔Consists of restaurants, kitchen, bar and stewarding
departments.
"Green" guest rooms - ✔✔when hotels encourage guests to recycle using marked bins
Coastal Cruises - ✔✔ships stay closer to coastal areas and visit local ports, passengers
experience local culture
Steamboat Cruises - ✔✔Found only in the U.S.
Crossing - ✔✔Trans-ocean cruise, cruise crossing the Atlantic Ocean is one example
Rack Rate - ✔✔Published rate the hotel would like to sell a room for
Captain - ✔✔ultimately responsible for all passengers, crew members and the ship itself
Material
Casino Hotels - ✔✔more revenue comes from casino, rather than sleeping rooms
Mixed-Use Development - ✔✔Hotels may have residential units within
Franchising - ✔✔Allows hotel franchise companies to rapidly grow using other people's money
Motel 6 - ✔✔Motel chain, got its name from the original cost of a room ($6)
Management Contract - ✔✔Allows a hotel company to manage a property for a period of 5, 10
or 20 years.
Bed & Breakfast - ✔✔Home-like atmosphere, usually serves breakfast, owner on property
Branding - ✔✔when large hotel companies have different named hotels geared towards
different target markets
Convention Hotels - ✔✔will include banquet and meeting spaces
General Manager - ✔✔had ultimate authority of running a hotel and responsible to 1)
employees, 2) guests and 3) stakeholders
Guest Service Agent - ✔✔greets guests, assigns rooms, checks guests in and out of hotel
PMS - ✔✔Hotel property management system
, Concierge - ✔✔hotel employee, usually located in lobby, assists with foreign language
translation, directions, show tickets, etc.
Upselling - ✔✔when front desk associate suggestively tries to sell a larger room, suite, higher
floor or better view at a higher room rate
Executive Committee - ✔✔Reports to GM, consists of directors in various operations
Rooms Division - ✔✔Unit in a hotel which consists of front office, housekeeping, concierge,
reservations and communications
Food & Beverage Division - ✔✔Consists of restaurants, kitchen, bar and stewarding
departments.
"Green" guest rooms - ✔✔when hotels encourage guests to recycle using marked bins
Coastal Cruises - ✔✔ships stay closer to coastal areas and visit local ports, passengers
experience local culture
Steamboat Cruises - ✔✔Found only in the U.S.
Crossing - ✔✔Trans-ocean cruise, cruise crossing the Atlantic Ocean is one example
Rack Rate - ✔✔Published rate the hotel would like to sell a room for
Captain - ✔✔ultimately responsible for all passengers, crew members and the ship itself
