HEM Revision 2

What is the key to marketing success in the hospitality industry?

• The foremost important point is just to "satisfy the customer".

• Create a clear distinct comparison of your business activities from others.

• Hotel businesses should rely on their own experiences to meet the changes in the customer's demand.

• A hotel has to maintain their previous practices to ride on the wave of competition in order to achieve marketing success.

Goods and services that are not necessary for living such as comics, video games and entertainment are considered

• needs.

• wants.

• advertising.

• essential commodity.

A customer only confirmed his event after the expiration of the offer has passed. David, the Sales Manager, should

• not accept the customer late acceptance and should not have any dealing with the customer at all after that.

• just accept the contract, regardless whether the offer already lapsed with the same rates and terms and conditions.

• remind the customer of the terms and conditions and that he had an opportunity to decide within a reasonable time.

• review the rates and terms and conditions offered should there be any subsequent changes to the above requirements.

What is the key important information found in a well-structured catering proposal letter?

• The price of the function rooms from hotels as comparison.

• The important function details, for example, any proposed menu.

• Contacts for all personnel in the hotel including the General Manager.

• Overhead charges like the estimated electrical charges that will be incurred.

Today is your first day at work as a banquet Sales Coordinator. You are assigned to file a copy of proposal letter sent to client today and were told to sort it according to alphabetical order so that they can be easily retrieved next week before the expiration of the offer date. You will sort the file

• numbers.

• Date, day and time.

• client's names or company from A to Z.

• client's or companies geographical locations.

David, the new Banquet Sales Executive, is trying to convince a wedding couple, to choose his hotel for their wedding venue. The couple are disputing on the price which is 10% higher than his competitor next door. Using the techniques he had learned from his recent sales training, David needs to

• match the discounted price given by the competitor.

• give more complimentary products so that the customer will see the value in buying.

• give more discount that the competitor so that the customer will definitely choose the venue.

• show the value of his products or services so that the customer will not see price as the main reason in buying.

The hotel's sales kit generally would contain all the following EXCEPT

• product sample.

• published room rates (price list).

• updated hotel brochure that describe the rooms and facilities.

• information sheet on hotel's function room layout and capacity chart.

James had done his best by answering all his customer's questions during the site inspection and was really disappointed when the customer told him he may consider other venues after seeing the facilities. James should

• take it as a defeat and move on with other enquiries.

• discuss with the prospective customer to understand reasons behind the rejection.

• blame on the product as it is not able to satisfy the prospective customer's need and wants.

• congratulate the customer for choosing other venue and delete his customer's contact from the hotel's database.

A drawing that helps an Event Manager to examine potential obstructions in a room, for example pillars, is called

• floor plan.

• capacity chart.

• occupancy chart.

• seating plan.

Three days prior to her wedding event, Julian, decided to add on two vegetarian dishes for her uncle and auntie. Shawn, the Banquet Coordinator, should communicate this this changes to all departments by

• calling them.

• emailing them.

• messaging them.

• issuing a change log.