Hospitality & Tourism Management

c back of the house - correct answer the support areas behind the scenes in a hotel or motel, including housekeeping, laundry, engineering, and food service -also refers to individuals who operate behind the scenes to make a guests' stay pleasant and safe best practices - correct answer procedures that are accepted as being correct or most effective career path - correct answer to chart a course for the progression of a career core values - correct answer the fundamental beliefs of an organization; the guiding principles that dictate behavior and action corporate philosophy - correct answer the core beliefs that drive a company's basic organizational structure empowerment - correct answer the act of giving employees the authority, tools, and information they need to do their jobs with greater autonomy front of the house - correct answer comprises all areas which guests come in contact, such as e.g. (lobbies, corridors, elevators, guest rooms, restaurants and bars, meeting rooms, and restrooms goal - correct answer a specific result to be achieved; the end result of a plan guest satisfaction - correct answer the desired outcome of hospitality services heart of the house - correct answer the back of the house hospitality - correct answer -the cordial and generous receptions of guests -a wide range of businesses, each of which is dedicated to the service of people away from home hospitality industry philosophy - correct answer a philosophy in which managers counsel associates, giving them resources and helping them to think for themselves inseparability - correct answer the interdependence of hospitality services offered intangible - correct answer something that can not be touched National Restaurant Association - correct answer -the association representing restaurant owners and the restaurant industry perishability - correct answer -the limited lifetime of hospitality products; for example, last night's vacant hotel room cannot be sold today return on investment - correct answer an important financial measure that determines how well management use business assets to produce profit -it measures the efficiency with which financial resources available to a company are employed by management -ROI service industries - correct answer a business that does work for its customer sustainability - correct answer the ability to achieve continuing economic prosperity while protecting the natural resources of the planet Total Quality Management - correct answer a managed approach that integrates all of the functions and related processes of a business such that they are all aimed at maximizing guest satisfaction through ongoing improvement -a participatory process that empowers all levels of employees to work in groups to establish guest service expectations and determine the best way to meet or exceed these expectations tourism - correct answer travel for recreation or the promotion and arrangement of such travel variability - correct answer capable of varying or changing capital intensive - correct answer something requiring a lot of capital corporate hotel - correct answer a hotel owned by a corporation fair return on investment - correct answer a reasonable return for the amount invested franchise hotel - correct answer a hotel that is owned by an individual or company that has been granted a franchise to operate the hotel using the brand name, signage, operating methods, and reservation system feasibility study - correct answer the assessment of the viability of a proposed venture franchising - correct answer a concept that allows a company to expand quickly by allowing qualified people to use the systems, marketing, and purchasing power of the franchiser direct economic impact - correct answer the economic impact normally expressed in dollars that a hospitality business has on its area independent hotel - correct answer a hotel that is independent of a group or chain ownership indirect economic impact - correct answer an economic impact that is not direct management company - correct answer a company that manages properties