| Question |
Answer |
| Customer Departmentalization |
Grouped by customers-Business vs. Pleasure |
| Reservations Reports |
-Turnaway Report-Daily Analysis Report-Expected arrivals and departures-Revenue forecast report |
| Turnaway Report |
Tracks number of reservations refused because rooms were not available |
| Availablity Board |
System that indicated to the staff of the reservation department the period for which the hotel has guest rooms available |
| Overbooking |
When a hotel accepts more reservations than it has rooms available |
| Targeting Markets: Resorts |
Providing products and services to its guests that increase the pleasure they will dervie from participation in/or observation of the special enviornment the resort features. |
| Limited Service Hotel Companies |
-Comfort Inn-Hampton Inn-Holiday Inn Express-La Quinta |
| Symbols on the availablity board |
No symbol- open dateBlack X- closed dateRed Square- boxed dateGreen circle- restricted dateBlue X- housing bureau- conventions |
| Largest hotel franchise company in relation to number of hotel properties |
Cendant |
| Arrivals report |
Includes the number of guests arriving by date and the types of rooms each has requested. |
| Full-Service Luxury Hotel Companies |
-Marriott-Sheraton Hotel-Hyatt-Hilton-Inter-Continental-Meridian-M & M Mirage-Golden Tulip |
| Largest hotel franchise company in relation to number of rooms |
Inter-Continental |
| Decentralization |
Process of distributing authority throughout an organization. |
| Centralization |
Process of retaining decision-making authority in the hands of high-level managers. |
| Span of Control |
Number of employees who report to one manager or supervisor. |
| Product Departmentalization |
Grouped by products-Banquets vs. Meetings |
| Out of order |
Guest room that cannot be assigned to a guest because of a problem with maintenance or a mechanical difficulty. |
| Geographic Departmentalization |
Grouped by location.-Restaurants vs. Snack bars |
| Targeting Markets: Airport Hotels |
Provides business traveller with facilities and services like those at commercial hotels and the leisure traveller with comfortable accomodation that minimizes the noise and the stress of a busy airport. Prompt and efficient front office services. |
| Targeting Markets: Suite Hotels |
Providing or making available any product or service guests may require or would use if they were in their own home. |
| No show |
Guest who has a room reservation but who does not arrive or cancels the reservation. |
| Who introducted forecasting and control methods? |
Conrad Hilton |
| Expectetd Arrivals and Departures Report |
Lists check-ins, Check-oluts, and stay overs. |
| Daily Analysis Report |
Lists number of reservations, arrivals, no-shows, and walk-ins by source and by room rate. |
| Book |
Sale or reservation of hotel rooms in advance of the arrival date. |
| Job Specification |
Written explanation of skills, knowledge, abilities, and other characteristics needed to perform a job effectively. |
| Rooms division's departments and positions |
-Front Office-Reservations-Communications -PBX (Public Branch Exchange)-Uniformed services -Bell Staff -Concierge-Housekeeping |
| Revenue Forecast Report |
Multiply projected occupancy by room rate. |
| Departures Report |
Includes the number of guests checking out on a particular date. |
| Walk |
Guest who is unable to register but has a reservation and is turned away due to the lack of rooms. Guest is referred to a hotel that is comparable in terms of accomodations |
| Full-Service midscale hotel companies |
-Holiday Inn-Best Western-Ramada-Courtyard-Quality Inn |
| Full-Service Upscale Hotel Companies |
-Radisson-Embassy Suites-Crowne Plaza-Clarion-Double Tree |
| Job Description |
Listing of the job title, pay, tasks, reporting relationships, responsibilities, and working conditions required to perform a specific job. |
| Revenue Centers in Hotels |
-Front Office-Food and Beverage Outlets-Room Service-Retail Stores |
| Guaranteed Reservation |
Guest guarantees payment for the first nights stay, regardless of whether or not he/she actually arrives. |
| VIP Report |
Includes names and requirements of guests arriving on a particular date who will recieve special gifts and services. |
| Reports Used in the Front Office |
-Arrivals Report-Departures Report-VIP Report |
| Types of Departementalization |
-Functional-Product-Geographic-Customer |
| Block |
An agreed-upon number of rooms set aside for members of a group that is planning to stay at a hotel. |
| Extended Stay Hotel Companies |
-Residence Inn-Extended Stay America-Homestead-Hilton Garden Inn |
| Full-Service Deluxe Hotel Companies |
-Preferred-Ritz-Carlton-Four Seasons-Fairmont |
| Functional Departmentalization |
Grouped by skills and work-Front desk vs. Food and Beverage |
| Human Resource Departments Jobs |
-Employee Recruitment-Benefits Administration-Training |
Biology Lab Midterm
