All hotels are grouped under the lodging umbrella, but every property does not
deliver the same product

They measure quality by comparison

Executives deliberately implement service standards or they passively accept
ongoing practices

enforced by periodic inspections, enables chains to maintain
standards across many properties

Sometimes called secret shoppers

Measuring guest unhappiness is like measuring the value of the “momenths
of truth”

Preventing the complaint by anticipating the problem and providing accurate
information up front is preferable to quieting angry guests after the fact

Execs explain away negative comments by claiming the guest is simply wrong

What % of nonreturnig guests quit because of indifferent service?

Less than _% of dissatisfied guests speak out about complaints

Who is responsible
for managing the front office staff, room reservations, guest services,
and the night audit.

Those reporting to the FOM would be responsible for establishing and weekly monitoring of room rates and reservations

he individual(s) responsible for providing guest with detailed
information regarding local dining attractions, as well as assisting with related
guest needs

uniformed attendants responsible for guest services, including
luggage handling, valet parking, airport transportation, and related guest
services.

greets guests, open car doors, assist with luggage, parking the
car would be the valet’s responsibilities

assists guest by open doors (spinning revolving doors) they
presence is a strong statement about the hotel, its concern for guests, and level
of service, though produce no direct income for the hotel

job consists primarily of taking and entering individual and
group reservations into the hotel’s PMS

reviews for accuracy and completeness the accounting
transactions from one day to conclude or close that day’s sales information in
preparation for posting the transactions of the next day

duties include verifying guest reservations, registering guests,
assigning rooms, distributing keys, communicating with housekeeping staff,
answering telephones, providing information.

processes guest checkouts and guest legal tender and providing change
for guest.

Is a computerized system usedby the hotel to manage itsrooms, revenue, room rates, reservations and

room assignments, guest histories,and accounting information, aswell as other guest service and
management informationfunctions.

If demand increases with a drop in price or decreases when price is raised,
demand is elastic

In an inelastic market means lower rates do not generate new business in total

Uses lower rates to entice the all-ready-committed guest who is considering a
competitor’s hotel at the market rate

Aims to attract new customers to the industry, benefiting all properties

Are also called bed taxes, lodging taxes, hotel taxes or TOTs (transient occupancy taxes

Is the hotel’s quoted rate; retail rate

A guest makes a telephone or face-to-face
inquiry (or other means) about availability and
cos of staying at the venue, and potentially
makes a reservation.

It is often the first opportunity to greet
and welcome the guest face-to-face.

When guests arrive, they are greeted at
the door by a bellman at
the reception.

refers to the actual stay or
period of time spent in the hotel.

During occupancy, the guests will use in-
room facilities, and may opt to use a
variety of other services offered by the
hotel.

The final stage of the guest cycle

a detailed list of the hotel guest’s room charges ad other charges authorized by
the guest or legally imposed by the hotel.

an estimate of rooms sold, rooms available, and its percentage
(occupancy) for a specific time period

guest reservation was followed up by reservations agent, if the
guest fails to arrive by a given time, the hotel can sell the room to other guests

guest gave a deposit or advance payment so the hotel will
hold the room, regardless if the guest arrives or not

a reservation for which guests do not provide
payment at the time the reservation is made

is the relative amount charged to a room which is
full, and non-discounted.

Human Resources assist departmental employee with
concerns relating to recruitment, selection, orientation, training,
performance evaluation, compensation, labor relations, safety and
health, legal, and a wide range of other specialized tasks.

a list of tasks that an employee working in a
specific position must be able to effectively perform.

a list of the personal qualities judged necessary
for successful performance of the tasks required by the job
description

are qualifications to perform a job that are judged reasonably
necessary to safely or adequately perform all tasks within the job.

applicants provide data
about their name, address, work experience, and
other information directly related to the job for which
they are applying

skill, psychological, and/or drug
screening tests (with applicant’s consent)

Consent of the apllicant is not needed when it comes to background check

employee turnover rate is (number of employees leaving the
hotel) is extremely high. This makes
recruitment a seemingly never-ending
and absolute critical task

(tactics to identify and attract currently
employed staff members for job
vacancies that represent promotion or
lateral transfers)

(tactics designed to attract persons who
are not current hotel employees for
vacant positions) is the best

is designed to help improve the
knowledge and skills of the hotel’s staff.

is the process of providing basic
information about the hotel that should be
known by all its employees.

The theory and system of setting up, maintaining and auditing the books of a
firm

The record of all credits and debits associated with a guest or group is called?

Are often used with convention guest accounts, as the hotel room rate may be paid by
group while the individuals are responsible for their additional or incidental changes

Guest that have a credit card on file for an account are eligible to sign for
charges to guest rooms

Occurs when a guest signs for a room charge after checking out of the hotel

Common late charges include breakfast or mini bar charges and manual
posting due to system outage

Any charges posted to a guest account are posted, either manually or through
the hotel’s computer system

Can occur due to duplicate posting, disputes or bad debt

Is a senior financial manager in the hospitality industry

Performs many clerical and administrative duties that are necessary to run an
organizational efficiently

In a large hotel, you may see one or a few, assistant controllers
In smaller hotels, there may not be any

In charge of all the cash banks in the hotel

Are often incorporated with the front-office personnel

Responsible for recording charges to guests’ accounts and verifying the
revenue for the hotel during the night shift

A key area in accounting, _____ ensures that all bills are paid on
time and all discounts are taken minimizing the costs of the hotel

Contains all other billings

Associated with the guests staying at the hotel

identifies and cultivates clients, he or she also
effectively manages the hotel’s marketing efforts, helps set room
rates to optimize revenue, negotiate sales contracts on behalf of the
hotel, and serves as a leader of the hotel’s sales and marketing team.

all the activities designed to
increase consumer awareness and demand
by promoting and advertising the hotel

specific activities related directly to
servicing consumer demand and booking
clients

are the largest customers
of many hotels.

is large enough to keep all the guestroom and guest bathroom
supplies such as clean linens in an organized manner

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