Service Culture
What are the 1st and 3rd service culture principles?
SMILE! AND everyone works in housekeeping.
PMS Definition
Property Management System
CRM stands for
customer relations management
This industry led the way for yield management and GDS systems
Airlines
What time does a new day typically begin in hotels?
~2-3 am
At 15 feet you do this action and at 5 feet you do this action.
Eye contact and offer appropriate greeting. Stop what you are doing!
$0 Balance
What every folio should reflect upon check out.
Choosing a room for the guest before arrival
Blocking
Least used way of booking flights/hotel reservations
Phone Calls to the hotel chains main number.
A group of folios
Ledger
Extra Washcloths
Request
Cash and A/R are examples of
Assets
1 set in laundry room, 1 set in guest room, and 1 set in linen closet
3 PAR
The act of controlling rates and restricting occupancy in effort to maximize gross rooms revenue
Yield or Revenue Management
Hotels use these accounts for groups
Master accounts
Greatest opportunity with a guest
during a concern situation
Two types of hotel A/R
Name 5 items on a guest reservation
¡Name and address
¡Number in the party
¡Room number
¡Date of arrival
¡Date of departure
¡Rate
¡Agent’s identification
¡Folio number
This acronym, SEO, helps websites juggle all components of a web search.
Search Engine Optimization
3 ways to settle a folio or account
Cash, Allowances, Transfers
•Whoever takes the concern…OWNS IT!!
•Apologize!!!!
•Clarify what you are going to do with the guest.
•DO IT!!
•Follow up to ensure satisfaction
•Who can follow-up?
•Only the person who took the concern.
•Thank the Guest
•One More Thing!!!!
Increases with assets are made with (blank) and increases in sales are made with (blank)
debits/credits
LEED definition
Leadership in energy and environmental design
This reservation channel is typically most used 2nd to only the major hotel websites. Acronym or full name will be acceptable.
OTA (Online Travel Agency: Expedia, Booking.com, ETC.)
Debit: Cash $149
Credit: Sold Room $149