Host 154 Chapter 2

the functional areas of a hotel in which staff have little or no direct guest contact.

an adaption of full-time work hours that enables an employee to work the equivalent of a standard workweek in fewer than the traditional five days.

a term used to describe the functional areas off a hotel. At some hotels, especially smaller ones, all areas are referred to as departments. At other hotels, particularly larger ones, departments are smaller areas within division.

a term used to describe the functional areas of a hotel. At some hotels especially smaller ones, all areas are refereed to as departments. At other hotels, particular larger ones, departments are smaller areas within divisions.

a term used in the American with Disabilities Act; according to government guidelines, the essential functions of a job are those function or fundamental job duties that the individual who holds the position must be able to perform unaided or with the assistance of a reasonable accommodation.

a program of flexible work hours that allows employees to vary their times of starting and ending work

the functional areas of a hotel in which staff have extensive guest contact.

those activities and standards an organization must successfully perform or achieve to effectively carry out its mission.

a detailed list identifying all the key duties of a job as well as reporting relationships, additional responsibilities, working conditions, and any necessary equipment and materials

an arrangement in which to or more part time employees share the responsibilities of one full time position .

a list of the personal qualities, skills, and traits necessary to successfully perform the tasks outlined in a job description.

the international association of concierges.

a document that states the unique purpose that sets a hotel apart from other hotels, expresses the underlying philosophy that gives meaning and direction to the hotels actions, and addresses the interest of guests, management, and employees.

a schematic representation of the relationships among positions within an organizations, showing where each position fits in eh overall organization and illustrating the divisions of responsibility and lines of authority.

a hotels telephone switch board equipment

a change in he usual way of doing a job so that a qualified person with a disability can participate, but a change that does not impose "undue hardships" on the employer

a hotel division or department that sells products or services to guests and thereby directly generates revenue for the hotel.

the practice of maximizing revenue by balancing the room rate guests pay with hotel occupancy. The challenge is securing the highest possible room rate for each potential guest, while not turning away potential guests simply because room rates are too high.

a plan of action a department or division uses to achieve it's goals.

a hotel division or department that does not generate revenue directly, but supports the hotels revenue centers.

the day to day operating procedures that staff members use to implement strategies.

a person who arrives a a hotel without a reservation and requests a room.