HAMG 1313 MIDTERM REVIEW

The front office operation encompasses the areas of front desk that includes:

Systems where outlets (restaurants, gift shops, etc.) enter orders & maintains accounting data. 

Hotels that maintain a high ratio of staff to guests are likely to provide _______ service?

Special characteristics of hotels include:

The procedures for a guest's arrival and registration.

A special room rate for less than an overnight stay

A list of the characteristics that a property's guests have in common.

What is the greatest advantage of a computerized reservation system?

On which plan are meals priced separately form guestroom charges.

The guest's bill that all hotel and incidental charges are posted to.

__ help management identify specific segments the property appeals to.

What does it mean, "To fly the flag?"

Guest rooms located side by side without a door between them

A hotel with a wide variety of services and amenities.

Availability data several days in the future is important because it may affect ______ guests.

Supply and demand play traditional roles in hospitality.

A statement of the organization's unique purpose.

GUEST SERVICE MANAGER (GSM)

A guest who is being allowed to check out later than the property's standard check-out time.

A room used for entertaining (e.g., a cocktail party); usually a function room or parlor.

A guest who arrives at a hotel without a reservation.

Which report helps managers make decisions affecting group rooms availability?

Term indicating guest settled their account, returned the room keys, & left the property.

Employees who provide check-in check-out, mail, key, message, & information services.

When a hotel is unable to honor a guest's reservation & helps find accommodation elsewhere.

A special offering of products and services created by a hotel to increase sales.

Reservations made through e-commerce websites are often sold as run of the house, meaning:

Which of the following in not true of hotels?

___ includes a step-by-step explanation of how to perform tasks, needed equipment and supplies?

The focal point of activity within the hotel, usually prominently located in the hotel lobby.

Current availability is determined through

Guest rooms located side by side without a door between them

Why are hotels moving towards "Pod" style front desks?

A lodging facility that offers no or very few amenities, services or extra facilities

A reservation planning to arrive after designated cancellation hour & notifies the property.

Service or item offered to guests for comfort & convenience at no extra cost.

On a hotel organization chart, solid lines indicate relationships that involve:

The _____ generally interfaces with the property management system (PMS).

Accepting reservations that exceed available rooms

Guest arrives at 6pm to find that their room is released. What type of reservation did they have?

Rooms offered to a group in ratio to the total number of rooms the group occupies. 

_________is a transient business tactic used during high demand periods?

Strategic Account Management is was pioneered by Marriott.

When deciding a group's room rate, management should first determine:

A reservation voided by a guest.

The _______ identifies physical contacts & financial exchanges between various revenue centers.

____measures supply and demand while gauging economic health

__ would be the best option for the investors if they don't have a hospitality management background?

When dealing with an irate guest, a hotel employee should:

Functional area where employees have little or no direct guest contact.

Discrepancies can seriously affect a property's ability to satisfy guests & maximize revenue.

The functional areas of a hotel or restaurant in which employees have extensive guest contact.

Opaque Internet websites usually offer hotel rooms for _____ room rates?

Displacement occurs when hotel accepts group business at the expense of transient guests?

Which of the following statements about hotels and disaster planning is TRUE?

Qualifications, such as formal education, work experience, and general knowledge, are called:

Group rooms held at a particular hotel for a specific date or range of dates.

Situation in which the housekeeping's room status differs from the front desk's.

Identifying smaller groups within a target market & developing products & services for them is:

Small inn that provides a room & meal in a residential home and/or converted historic building.

Information about current and future availability of guestrooms in a lodging property. 

Activities & standards successfully performed or achieved to carry out its mission are called:

The key to delivering quality service is the hotel's:

Housekeeping shows 201 as occupied &front office shows it vacant and ready for sale. This is:

Daily report showing quantity & names of guest arrivals with reservations and departures.

Which of the following is not an area of the hotel with which the front office staff interacts

Which of the following can adjust the room count?

Which of the following may be a characteristic of an extended stay hotel?

The largest, and usually most profitable, division in a hotel.

Which of the following is the correct sequence of the four-step training method?

The ___'s role has changed from host to executive.

A(n) ____ provides a unique reference & assures the guest that the reservation record exists.

When a group fails to book its committed number of room nights.

REITS are public companies that own hotel properties and raise capital via stock sales

(SATA): What two structures define the lodging industry?

One strategy for upselling rooms to walk-ins is to describe features before mentioning rate.

How many shifts does the front desk have?

The front desk is the starting point for involving guests in the green programs.

To improve occupancy and profit, some upscale hotels have moved downward into mid-scale.

Command post for reservations, registrations, settling accounts, & checking guests in & out.

According to the ____ you can release all unclaimed non-guaranteed reservations.

Yield Management controls nests, hurdles, and fenced rates.

Which is likely to be found at an economy/limited service property?

The current rate charged for accommodations as established by the property's management.

To have neither profit or loss is:

Computerized front desk system that manages rooms, billing & interfaces with other systems.

The front office operation is headed up by the:

Front desk report listing rooms occupied & guests expected to check out the following day.

Difference between guestrooms that planners originally blocked for the group and group members actually booked.

A reservation that is paid by the guest even if they fail to arrive. 

In casinos, revenues from gaming are usually __________ revenues from hotel operations.

The inherent value that recognition gives a brand.

Where are the most hotel rooms found?

Offering more than one guestroom option is not the key to upselling.

Future availability is determined through

The ____ begins with pre-sale events, continues through POS activities, & ends with post-sale transactions.

______ is a prediction of the future used in reservations, sales, schedules and much more!

Their responsibilities center on registration process, but may include information requests.

Which of the following is usually included in a non-guaranteed reservation record?

Rooms with door permitting access without having to go into the corridor.