an active effort to hire or promote members of a protected group to overcome past discriminatory practices

offers and prices each food item on an individual basis

requires the listener to be an active participant in the communication process

all items within each area of a hotel that are the responsibility of housekeeping

stresses immediate, short-term results over concerns about people; expects to be obeyed without question and make decisions without staff input

reports the financial position of an operation on a specific date by showing its assets, liabilities, and equity

objects made from organic material, such as plant and animal matter, that are capable of being broken down into harmless products by microorganisms

fulfilling a promise an organization makes to its customers

makes decisions by enforcing rules, regulations, policies, and procedures that are already in place; resists change

an application that captures, records, and costs out telephone usage

a plan for the purchase of major assets

the money used by a company to improve long-term physical assets such as property, buildings, or equipment. These are expenditures over a minimum dollar amount for the purchase of items and equipment expected to last more than one year

the total greenhouse gas emissions caused by an organization

a reduction in emissions of carbon dioxide or greenhouse gases made in order to compensate for, or to offset, an emission made elsewhere

guests pay the cahsier

an organization in which most decision-making authority is at top management levels

an entity through which the consumer may purchase all or parts of a travel product or service

the use of video cameras to transmit a signal to a specific place

require a short or single-word response, such as "yes" or "no"

when booking events, the letter of agreement that lists every detail the two parties have discussed and agreed upon

the obligation of an organization's management to make decisions and take actions that enhance the welfare and interests of society as a whole

the real dollar value of a worker's purchasing power for ordinary necessities such as food and clothing

the expenses required to operate each occupied room in the hotel, which include salaries and wages and the usage rates for recycled and non-recycled inventory items

to train an emplyee to do different jobs within an organization

made to individual specifications; more difficult to replace

changes daily for a certain number of days until the menu cycle repeats itself

summarizes the day's business and provides insight into revenues, receivables, operating statistics, and cash transactions related to the front office

also called the flash report, provides a snapshot of important operating statistics for the previous day, as well as month-to-date totals

shows guest accounts that had transactional activity on that particular day

an organization where decision-making authority is distributed

the process of taking a room out of inventory and cleaning it more thoroughly than during regular daily maintenance

focuses more on participative process than on short-term results; shares decision-making and problem-solving responsibilities with staff and is open to new ideas

the statistical data of a population, showing breakdowns of age, race, income, education, etc

payment of money to an employee

the human quality of being different or varied

calls on which a new salesperson is accompanied by the director of sales or a senior salesperson

the study of marketing trends

the practice of enhancing guest service and increasing profits by passing decision-making responsibility, authority, and accountability to every level within the organization

measures taken to achieve the minimum possible energy use and cost while maintaining comfort levels

prepared and filed for accounting division review to prove that all transactions were properly posted and accounted for

conducted on a departing employee's last day of work for the purpose of obtaining feedback about the company

an area of responsibility for which separate revenue and cost information must be collected

a 12 month period, which may not necessarily coincide with the calendar year, over which a company budgets its spending. Also known as the financial year or budget year

expenses that stay the same regardless of sales volume

a method for guests to provide feedback to businesses about the guest experience

does not change from day to day but may feature daily specials

must be filled regardless of the volume of business

the process of analyzing current and historical data to determine future trends

indicates how often items on area inventory lists are to be cleaned or maintained

a document that shows occupancies and vacancies of function and banquet rooms, used when planning events

lists all the details that apply to the catering function, including everything anyone at the food service operation might need to know to prepare for and provide service. AKA BEO

a bar and restaurant that serves high-end beer and food in a casual atmosphere

the figure given by the client to the property for the final number of attendees for an event

the observations, encounters, activities, or events a guest undergoes during a stay at a property

the faithfulness guests feel to property based on a positive guest experience; choosing to stay at the same property repeatedly

resolving complaints to the guest's satisfaction

a process used to measure guest satisfaction

lists guest and non-guest accounts that have reached or exceeded assigned credit limits

shows the current housekeeping status of each room

not excluding any particular group of people

provides important information regarding the results of operations for a stated period of time

given as a condition of employment rather than in direct exchange for productive work

a grouping of similar types of businesses or products under one heading

the process of transferring supplies from storage areas to kitchen and dining areas

Determining what knowledge an employee must have, what tasks each employee needs to perform, and the standards at which he or she must perform them

a summary of the duties, responsibilities, working conditions, and activities of a specific job

a summary of the personal qualities, skills, and traits an employee needs to successfully perform the tasks outlined in the job description

the practice of buying products just before they are needed

procedures that control access to property keys in order to increase guest security and privacy and to reduce the possibility of theft

the sum of all wages paid to employees, as well as the cost of employee benefits and taxes paid by an employer

an organization of workers formed for the purposes of protecting employee rights and for dealing collectively with employers about wages, hours, benefits, and working conditions

provides little or no direction and gives employees as much freedom as possible

the ability to lead a group of people by creating a vision and inspiring others to follow

actions to reduce the frequency and/or the severity of the various losses that can occur

the organization and coordination of the activities of a business in order to achieve objectives

gathering, recording, and analyzing information about a company, its competition, and the marketplace as the first step in creating a marketing plan

a planned mix of the controllable elements of a marketing plan: product, price, place, and promotion

evaluating the men by studying the popularity and profitability of menu items

a broad description of an organization's reason to exist

concentrating marketing efforts on a small but specific segment of the population

use of visual cues, such as facial expression and eye contact

lists rooms occupied that night an indicates guests who are expected to check out the next day

a tax imposed on a person who pays for a room or space in a hotel, motel, bed and breakfast, apartment hotel, or similar accommodations

designed to elicit a full, meaningful answer using the subject's own knowledge or feelings

merchandise kept in stock that enables operators to replace or supplement articles, such as dishes, purchased in sets

a plan for recurring expenses that must be paid on a periodic basis

plants or animals raised without the use of chemicals

the process of introducing new employees to the company and their jobs

a dollar figure allocated to cover lodging, meals, transportation, and gratuities for government employees traveling on official business

a periodic review that evaluates how well employees are meeting performance standards

the ability to influence other's behavior

a telephone exchange that serves a particular business or office

offers a complete meal with several courses for one price

the process of continuing education by which an employee becomes proficient in his or her job

basic requirements set to ensure safety, cleanliness, and good repair that all employees are expected to meet

the formal rule of etiquette used for ceremonies of state, military functions, and other special events

the media's gratuitous mention of an organization

the process of communicating favorable information about an organization to the public

record of the brand, purchase price, and quantity of an item ordered

returned to a suitable condition for reuse

transmitting or sending money in payment

a technique used to predict consumer demand and optimize product availability and price to maximize revenue

discrimination against members of a majority group in favor of a minority or historically disadvantaged group

the protection of corporate assets through the identification, determination, and management of the risks a corporation faces

a situation in which the housekeeping department's description of a room's status differs from the room status information being used by the front desk to assign guestrooms

servers ad bartenders use their own banks of money to collect payments from guests and retain the collected revenue until they check out at the end of their shift

added pay for work performed at other than regular daytime hours, such as evening or night shifts

a worksheet showing the number of labor hours that must be worked as the volume of expect business changes

someone who can affect or be affected by the actions of the business as a whole

monitoring the energy consumption of individual equipment or operational areas

tracks the day's transactional activity for non-guest accounts

the responsible, long-term use of Earth's resources that meets the needs of the present without compromising the needs of future generations

an entity that makes travel arrangements for others

a metropolitan area that is significantly warmer than the surrounding rural areas

a description of the core values that should shape the culture of the organization and guide the behavior of individuals

filled in relation to changes in hotel occupancy

use of words

a description of the future of the organization

the energy, such as heat, produced as a by-product of energy consumption

a current or former employee or manager of an organization who reports unethical behavior on the part of the organization to people or entities that have the power to take corrective action

deductions from income for tax or benefit purposes

a form of insurance providing wage replacement and medical benefits to employees injured on the job in exchange for the employee giving up the right to sue the company for negligence

a budget built from the ground up, starting from zero, requiring that every expenditure be reanalyzed and justified annually.