Rooms Mgmt Exam 1

5 department head of executive committee

1) rooms division

2) F&B

3) marketing

4) HR

5) accounting

5 departments under rooms division

1) front desk

2) reservation

3) housekeeping

4) guest services

5) concierge

formula for daily occupancy %

number of rooms sold / available rooms x 100

formula for avg daily rate

room rev in dollars / rooms sold x 100

formula for REVPAR

room rev in dollars / available rooms x 100

formula for double occupancy %

(number of guests - rooms occupied) / rooms occupied x 100

information provided by STR report

occupancy %

avg daily rate

Rev Par

MPI

what is the comp set

group of hotels which your property competes with and is measured against

6 categories of hotels to be considered in comp set

1) services

2) size

3) casino

4) airport

5) sweet/ residence

6) resort

can a hotel in your comp set be a wrong category and throw off STR comparison

yes

what is empowerment

mgmt gives customers the resources to ensure customer satisfaction

how would you handle a disgruntled guest

1) listen

2) empathy

3) not defensive

4) solution

5) follow up

1 out of what number of guests are disgruntled in the Hosp industry?

1/7

why is finding out guest complaints important to the success of a hotel?

knowing the problem allows for correction of the problem, higher ratings on OTA’s

plans that affect room rates

1) european plan - only includes lodging

2) American plan - includes lodging and free meals

3) modified American plan - includes lodging and breakfast

4) continental plan - includes lodging and continental breakfast

what are hotel guest rooms considered the most perishable?

each evening the room inventory is reset and sales start over

SMERF

social

military

education

religious

faternal

MICE

meetings

incentive travel

conventions

exhibitions

what is medalia

customer satisfaction surveys, indicates problems within the hotel