Organization/Roles
PMS/CRM/RMS
Guest Cycle
Revenue Management
Room Rates
100
What is The name of the concierge's association?
les clefs d'or
100
What is a PMS?
it is a computerized system that facilitates the management of properties
100
State the 4 stages of the guest cycle
pre arrival arrival occupancy departure
100
An accurate measurement of demand should consider 3 separate factors regarding the customer, which are...
the customer's DESIRE, ABILITY and WILLINGNESS TO PAY
100
What is the cost based approach?
it is an approach where the price must be high enough to cover the basic operation cost and bring a fair return on the invested capital.
200
What is an organization chart?
it is a chart that represents the structure of a company
200
State the 4 common front office modules
reservation management module rooms management module guest account management module general management module
200
For someone who made a reservation through internet, in what guest cycle stages will the bellboy be active ?
arrival occupancy departure
200
What is Yield Management?
It is a DEMAND BASED revenue management that seeks to maximize revenue VIA MANIPULATION OF SELLING PRICE.
200
Using the cost based approach, what can influence the room rates?
size, type, location (view) of the room hotel's star grading type of business/guests furniture/amenities etc.....
300
What does the solid lines of an organization chart represent?
it represents the direct line of authority between different positions (or department)
300
In which module can you find the room statuses, the registration information, the room assigned or the room rates ?
In the room management module
300
State 3 activities that are occurring during the arrival stage at the Front Office ?
Registration Establishment of credit Blocking rooms Rooming/escorting
300
What is revenue management?
Strategies that maximize revenue by ensuring that the company finds the right price, for the right person, at the right time. Or you could say that ensures that a company's prices matches the costumer's willingness to pay.
300
A buyer/customer will evaluate 3 factors that affect their perception of the value received, which are:
Quality Service Price
400
In a full-service (5 star hotel) who is responsible for > - training the employee - following up on tentative bookings - preparing and distributing to other department a 10 and 3 days forecast?
the reservation manager
400
What is CRS
Central reservation system (one office that centralizes all the reservation for different properties)
400
Explain what an the following room status means: 'Overstay'
it is a guest that stays longer than his initial booking period.
400
Explain the term> BUNDLING
it is the fact of selling items together in a slightly lower price (package)
500
the Front Office Manager In a full-service hotel, who is responsible for> -supervising the front desk -reviewing the final draft of the night audit -analyzing operation results -preparing budgets & cost control systems -preparing weekly schedule for employee
the Front Office Manager
500
Is Amadeus an IDS or a GDS?
GDS Global Distribution System
500
Can you define the guest cycle?
it is a division of the flow/business that identifies PHYSICAL CONTACTS and FINANCIAL EXCHANGES between the guest and the hotel
500
What is a commercial rate?
It is a rate given to business people, or company that will book a certain number of rooms per year, but they have an INFREQUENT pattern of stay
500
What is the prestige product pricing?
This approach considers that by raising the price of a room, it will make it more exclusive. It is a psychological activity.. because it is expensive, the customer will automatically thing that is has to be the best hotel.
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