HAMG 1313 MIDTERM REVIEW

A guest who arrives at a hotel without a reservation.

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

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

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

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

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

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

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

On which plan are meals priced separately form guestroom charges.

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

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

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

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

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

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

A special room rate for less than an overnight stay

The procedures for a guest's arrival and registration.

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

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

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

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

Guest rooms located side by side without a door between them

A reservation voided by a guest.

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

To have neither profit or loss is:

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

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

Special characteristics of hotels include:

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

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

Future availability is determined through

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

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

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

_________is a transient business tactic used during high demand periods?

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

Guest rooms located side by side without a door between them

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

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

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

GUEST SERVICE MANAGER (GSM)

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

A statement of the organization's unique purpose.

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

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

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

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

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

____measures supply and demand while gauging economic health

Current availability is determined through

Which report helps managers make decisions affecting group rooms availability?

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

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

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

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

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

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

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

__ help management identify specific segments the property appeals to.

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

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

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

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

A hotel with a wide variety of services and amenities.

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

The inherent value that recognition gives a brand.

Strategic Account Management is was pioneered by Marriott.

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

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

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

The front office operation is headed up by the:

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

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

Accepting reservations that exceed available rooms

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

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

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

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

Yield Management controls nests, hurdles, and fenced rates.

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

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

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

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

What is the greatest advantage of a computerized reservation system?

Where are the most hotel rooms found?

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

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

Which of the following can adjust the room count?

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

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

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

Which of the following in not true of hotels?

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

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

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

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

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

Supply and demand play traditional roles in hospitality.

How many shifts does the front desk have?

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