Behind the Scenes (Hotel Operations)
This department handles guest check-in, check-out, and room assignments.
What is the front desk?
The ability to understand and manage your own emotions and others’ emotions.
What is emotional intelligence?
The process of attracting potential employees to apply for a job.
What is recruitment marketing?
This financial statement shows revenue, expenses, and profit over time.
What is an income statement?
This strategy focuses on maximizing revenue from a limited number of rooms.
What is revenue management?
This division includes both the front desk and housekeeping departments.
What is the rooms division?
This leadership approach focuses on supporting employees and helping them grow.
What is servant leadership?
This concept refers to how applicants perceive the company during the hiring process.
What is candidate experience?
This financial plan estimates expected revenue and expenses for a period.
What is a budget?
This metric is calculated by multiplying occupancy rate by average daily rate (ADR).
What is RevPAR?
This system tracks room availability, reservations, and guest information in real time.
What is a property management system (PMS)?
This type of communication ensures messages are clearly understood between sender and receiver.
What is effective communication?
This type of interview uses the same set of questions for every candidate.
What is a structured interview?
This type of cost changes based on business activity levels, such as food or supplies.
What is a variable cost?
This pricing strategy adjusts room rates based on demand, time, and customer behavior.
What is dynamic pricing?
This key performance measure calculates the percentage of occupied rooms in a hotel.
What is occupancy rate?
This leadership function involves setting goals, creating plans, and organizing resources.
What is planning?
This hiring tool evaluates whether a candidate fits the company’s values and culture.
What is cultural fit assessment?
This calculation shows the difference between planned and actual financial performance.
What is variance?
This type of data comes from within the business, such as occupancy and sales trends.
What are internal data sources (or internal performance measures)?
This operational strategy involves selling more rooms than available based on expected no-shows.
What is overbooking?
This process involves evaluating employee performance and providing feedback for improvement.
What is performance management (or performance evaluation)?
This process ensures hiring decisions are fair, legal, and free from discrimination.
What is compliance with employment laws (or legal hiring practices)?
This financial concept measures how efficiently a business turns revenue into profit.
What is profit margin?
This forecasting method predicts future demand to help set pricing and availability.
What is demand forecasting?