Meeting and conventions Theater set up- cheapest easiest way to get masses in one room.

not customer friendly, no room for food or note taking, cramped classroom- good for long sessions and note taking, room for food, lots of man hours to set up Conference or board room style- max 30 ppl, one large table with chairs around, not good for audio visual presentations, speakers, or large groups. good working space and atmosphere, interaction banquet rounds- 6-10 ppl per table, good for meal functions, small business meetings and small group work. 1/2 rounds allow all to face front. takes up a lot of space hollow square- only sit on outside edge, tables on perimeter, skirt inside square, vip events, more upscale chevron or v shape- allows discussion among small groups, not used often, space intensive with little benefit, herringbone- informational type meetings, enclosed feel Staff banquet captain head house man/woman house men/women Hutchinson Manor 5 segments of hti travel and tourism lodging assembly and event mgmt restaurant and managed services recreation business travelers tend to be younger and shorter stays travel and tourism 2nd largest employer travelers add money to local economy- multiplier effect sustainable tourism- keep sites and resources available for years to come without destroying natural environment cultural tourism- cultural events and festivals historical tourism

nature tourism volunteer tourism- give back to community why do ppl travel? Note taking colin powell video look out the from windshield of live, never rearview mirror subordinates get the job done, put them in the best environment to achieve clear sense of purpose- goal, mission, convey sense of purpose to every member take care of the troops/follower- train them, equip them to get the job done commend them when they do well- maybe promotion, maybe a good word don't work around bad followers, do something about them (fire) don't turn away from problems even if it means hurting someones feelings for the good of the organization let followers know you believe in them, support them and you're in it together anyone can be a manager, leaders are as concerned about others as much as themselves we need new customers and repeat customers if you don't have something you need you are just as responsible as the managertell them your needs because they affect the guest experience Goals: become trained bartender, get all A's in my classes :) only 3-6% of people achieve goals they write down do something don't expect someone to do something you won't do yourself don't promise something to a customer that can't be done do something in order to make an impact come to class prepared improve listening skills without concentration there is no focus and without focus there is no learning develop a note taking method that works for you Cornell Method of taking notes is most common There is a great difference between knowing a thing and understanding it pay attention to content review and edit your notes most important part of note taking is the ability to increase learning capacity cod.edu/people/faculty/fancher/study.htm 9/10 This class is all about you!

Shout your mistakes from the mountaintops People can't use use as a scapegoat if you make them aware of your mistake Strength- Outgoing, hardworking, critical thinker, Friendly, eager to please Weaknesses- critical, perfectionist, workaholic, impatient, OpportunitiesThreats- no support system, 9/11 video Gander took in 7000 displaced passengers and landed our planes operation yellow ribbon small community that relies on neighbors 167 planes had to be landed only 500 hotel beds red cross sent supplies from donors throughout newfoundland couldn't removechecked bags, not clothes, prescriptions, etc 4 days in gander before airspace opened back up hospitality starts and ends with you you do it every day must have a calliong for it 9.17 horst schulze service should be defect free service should be timely people should care keep guests- loyalty find new guests get as much money as you can from the guest withou losing them create efficiencies video as soon as they see you they form an opinion 1. first step of service must be welcome 2. comply to the customer's expectations 3. thank the guest create customer loyalty a dissatisfied guest is your enemy a satisfied customer is neutral a loyal customer will come to you when the competition offers a better deal primary goal should be to create customer loyalty, based on trust. create trust by caring for the guest.

what a business must be doing: find new customers get as much money from the customer as you can without losing them create efficiencies- not cost cutting, eliminate all costs that don't add value to the customer people buy into objective and motive, not orders and directions employees must clearly understand objectives our problem is that we hire people to fill a function, not to be a part of our objectives the work has to be done to attain the objective, but it's not why whey come to work rev par- revenue per available room adr- average daily rate you take revpar to the bank not adr costs 80K to build one hotel room 805 occupancy makes money thurs and sun are slow days mtw are busy days 1. i love workinng with people 2. yes 3. yes 4. yes 5. yes do your core values match the core values of the compaany you are working for? respect and support (positivity) ethics: moral standard of right and wrong, shaped by outside influences ethical issues arise daily confidential matterss should be kept prrivate implied confidentiality- confidentiality wasn't discussed but assumed, don't discuss with people who have nothing to do with it it is unethical to spend company time on personal things power- ability to influence another's behavior legitimate power- comes with your position coercive power- pwer given by company but used in a threatening way Reward power- ability to influence someone with something of value Connection power- using someone else's legitimate power Charismatic power- personal power that makes people attracted to you information power- the ability to obtain and share information

networking- meeting and developing relationships ouside your immediate work area, increase your charismatic power by focusing attention on others ethics statement- corporate policy which addresses the issue of ethical behavior conflict of interest- when you are going to make money or influence a decision that directly benefits you 3 levels of ethical decisions: is it legal? is it fair? is it moral? if you see someone break the law it is your obligation to report it diversity we are all human beings race, religion, sexual orientation, language, culture, etc use as an asset diversity statement- remind employees that diversity is an asset not a form of prejudice diversity training- designed to teach employees how to eliminate workplace discrimination and harassment glass ceilings- women and minorities can't advance or get promotions glass walls- prevent women and minorities from certain situations 1 116 2 equador 3 cattle 4 november 5 squirrel fur 6 dogs 7 Albert 8 crimson 9 new zealand 10 orange winning is accomplished in the preparation phase not the execution phase executive presence- having the attitude of an executive appearance- how you look, first impressions! dress code- dress for the next position rresume should fit on one pagee synopsis

look on moodle, website abouut power words and whaat not to putt on your resume