AOM: PRELIMS

• Travel & Tourism Industry -vast group of business
• Travel & Tourism Industry - providing necessary and desired products and services to travelers.
• Hospitality Business - open 365 days , 24/7
• Hospitality business - likely to require shift work
• Intangible - guest cannot test drive during a night stay
• Career - fast paces, exciting rewarding
• Service industry - enhance the lives of those people (guest, clients, customers etc.,)
• Central focus - guest/ customer service
• Central Focus - ability to provide service/product the way IT HAS BEEN EXPECTED
• 7 Qualities/Characteristics Beneficial to Career

  • Honesty
  • Dedication
  • Being a team play
  • Preparedness to various work shifts and long hours
  • Communication Skills
  • Leadership
  • Professionalism
• 4 types of loding operations

  • hotels
  • motels
  • resorts
  • inns
• 5 types of transportation services

  • Ships
  • Airplanes
  • Auto
  • Bikes
  • Trains
• 6 F&B Operations

  • restaurants
  • vendings
  • catering
  • lodging properties
  • Bars or Traverns
  • Cruise ships
• 4 types of retail stores

  • markets
  • gift shop
  • souvenir shop
  • Shopping malls
• 4 types Activities and events

  • Recreation
  • entertainment
  • business
  • sports
• 4 types Activities/ Events Cont

  • study
  • ethnic
  • cultural
  • season
• Intangibility service - cannot be touched
• Intangibility service - provides an hotel experience
• Intangibility service - most likely cannot be return
• Intangibility services

  • actions
  • deeds
  • performances
  • efforts
• Mid 1600s - stage coach routes established
• Coaching Inns- popular resting place for travelers (mid 1600s)
• 1794 - first city hotel in NYC
• 1828 - The tremont house, first grand hotel in BOSTON first to offer private rooms w locks
• Railroad - located in RAILWAY STATION
• Railroad

  • Yellowstone
  • Hotel de Coronado (San Diego )
  • Greenblair Resort (West Virginia) - famous resort
• Conrad Hilton - Cisco Texas, owned by a banker

  chain of hotels :  Ritz Carlton (Boston) & The Plaza (NYC)
• 1950s - increased availability/ popularity of the automobile
• 1950s- motels sprang up for travelers
• Arts & Science of Opening a Hotel - most rewarding jobs in hospitality industry despite its frustrating and exhausting aspects.
• ADA Standards - Model Room
• American with Disability Accommodation - ADA means?
• Pre-opening staff plan - begins w/ organizational chart w/ all positions
• Pre-opening staff plan - comprehensive document that consist of WHO IS HIRED, WHEN TO START, HOW MUCH SALARY
• Full Time Equivalent - FTE means?
• Pre opening budget - consist of 3 major categories
• pre opening budget categories:

  • labor cost - 40%
  • sales & marketing efforts - 40%
  • Miscellaneous- 20%
• Operational Supplies & Equipment - OSE means?
• Operational Supplies & Equipment - largest/ msot complex responsibility of an OPM
• OPM'S RESPONSIBILITY IN OS&E

  • Specifying
  • Quantifying
  • Budgeting