HAMG 1313 MIDTERM REVIEW

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

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

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

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

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

_________is a transient business tactic used during high demand periods?

A special room rate for less than an overnight stay

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

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

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

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

Guest rooms located side by side without a door between them

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

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

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

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

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

Yield Management controls nests, hurdles, and fenced rates.

What is the greatest advantage of a computerized reservation system?

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

On which plan are meals priced separately form guestroom charges.

How many shifts does the front desk have?

A hotel with a wide variety of services and amenities.

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

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

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

Current availability is determined through

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

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

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

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

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

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

____measures supply and demand while gauging economic health

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

Guest rooms located side by side without a door between them

The procedures for a guest's arrival and registration.

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

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

Which of the following in not true of hotels?

Supply and demand play traditional roles in hospitality.

Accepting reservations that exceed available rooms

To have neither profit or loss is:

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

Where are the most hotel rooms found?

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

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

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

Future availability is determined through

Which report helps managers make decisions affecting group rooms availability?

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

A reservation voided by a guest.

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

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

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

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

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

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

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

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!

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

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

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

The front office operation is headed up by the:

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

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

Special characteristics of hotels include:

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

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

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

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

Strategic Account Management is was pioneered by Marriott.

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

__ help management identify specific segments the property appeals to.

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

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

Which of the following can adjust the room count?

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

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

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

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

The inherent value that recognition gives a brand.

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

A statement of the organization's unique purpose.

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

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

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

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

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

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

A guest who arrives at a hotel without a reservation.

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

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

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

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

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

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

GUEST SERVICE MANAGER (GSM)

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