Hospitality Basics & Travel/Industry Knowledge
This certification is known as CHA.
What is Certified Hotel Administrator?
This is the MOST important first step when handling a guest complaint.
What is listening (or actively listening)?
This term refers to the specific group a business wants to attract.
What is target market?
This organization sets workplace safety standards.
What is OSHA?
This document records all charges during a guest’s stay.
What is a folio?
This type of hotel offers recreation, entertainment, and amenities for guests during their stay.
What is a resort?
This service assists guests with directions, bookings, and local recommendations.
What is concierge service?
This concept explains how prices increase when demand is high.
What is supply and demand?
This is the MOST important personal hygiene practice.
What is bathing or showering regularly?
This system is used to process guest payments.
This system is used to process guest payments.
This type of room includes separate living and sleeping areas.
What is a suite?
A reservation typically includes a guest’s name, number of guests, and this key detail.
What is date of arrival?
Encouraging a guest to upgrade their room or add services is called this.
What is suggestive selling (or upselling)?
These employees are responsible for cleaning guest rooms daily.
Who are room attendants?
Name TWO charges that might appear on a hotel folio.
Room charges, food, minibar, parking, taxes, etc.
Name TWO important variables used in forecasting in the hospitality industry.
What are reservations, ADR, occupancy history, or weather?
Why should a front desk associate NOT write a guest’s room number on paper?
To protect guest privacy and security
When hotel occupancy increases, what is likely to decrease?
What is average daily rate (ADR)?
Why is guest information kept confidential in hospitality?
To protect safety, privacy, and prevent security risks
Why is accuracy important when completing a folio?
Prevents billing errors and builds trust with guests
Explain why hotels use different property types and room classifications.
Explain why hotels use different property types and room classifications.
A guest is upset about noise in their room. What is the BEST professional response?
Apologize, listen, and offer a solution (ex: room change or resolution)
Explain how marketing strategies help increase hotel revenue.
They attract guests, increase bookings, and promote services and upgrades.
Explain the impact of poor safety and sanitation practices in a hotel.
Can lead to illness, legal issues, bad reviews, and loss of business
A guest stays 2 nights at $120/night, orders $30 in food, and has a $10 minibar charge. What is the total?
$280