4: Lodging Operations

City ledger

A client whose company has established credit with a certain hotel. Charges are posted to the city ledger and accounts are sent once or twice monthly.

Property management systems (PMS)

A computerized system that integrates all systems used by a lodging property, such as reservations, front desk, housekeeping, food and beverage control, and accounting.

Revenue management

A demand-forecasting technique usef to maximize room revenue and is based on the economics of supply and demand.

Bellperson

A hotel or club employee who escorts guests to rooms, assists them with luggage, and runs errands.

Daily report

A report prepared each day to provide essential performance information for a particular property to its management.

Concierge

A uniformed employee of the hotel who has their own separate desk in the lobby or on special concierge floors. Needs in-depth knowledge of the hotel, its services, the city, and even international details.

The most important part of the cateting sales manager's job is to ____.

Achieve good quality at low cost while maintaining the highest standards of hygiene and customer satisfaction

Stewarding

An employee on a ship, train, or bus who waits on and its responisble for the comfort of passengers, takes orders for or distributes food, etc. Or, a person appointed by an organization or group to supervise the affairs of that group at certain functions.

Banquet event order (BEO)

An order of events for a banquet.

Catering event order (CEO)

An order of events for a catering function

To be a successful GM required multiple qualities, the most commonly quoted of which are leadership, people skills, patience, and ____.

Attention to detail

Eco-efficiency

Based on the concept of creating more goods and services while using fewer resources and creating less waste and pollution.

A GM in a large hotel may have limited exposure to guests; however, this can be mitigated by ____.

Being visible in the lobby during check-in and in the food and beverage outlets during peak meal periods

The first important daily tasl that the executive housekeeper must complete is to ____.

Break the hotel into sections to allocate room attendants' schedules

Percentage of potential rooms revenue

Calculated by determining potential rooms revenue and dividing the actual revenue by the potential revenue.

Revenue per available room (RevPAR)

Calculated by dividing room revenue by the number of rooms available.

Rate achievement factor

Calculated by dividing the actual average rate the hotel is currently collecting by the potential average rate. It measures the hotel's efficiency in achieving the rack rate.

Revenue per available room (REVPar) is a formula used by hotels that allows them to ____.

Compare how they are doing versus a competitive set of hotels

Green

Eco-efficiency

The concept if creating more goods and services while using fewer resources and creating less waste and pollution is referred to as ____.

Eco-efficiency

This department of the rooms division is referred to as the hub or nerve center of the hotel.

Front office

This organization, established in 1989, provides science-based certification standards.

Green Seal

Sustainable lodging

Green hotels

Guest service associate (GSA)

Greets guests as they arrive at the hotel, escorts them to the front desk, personally assigns the room, and takes the guest and luggage there.

Point-of-sale (POS)

Guest charges from the various outlets are directly debited to the guest's folio.

Employees in this department are the unofficial greeters and are often dressed in impressive uniforms while greeting guests at the front door.

Guest servives

Catering services manager (CSM)

Has responsibility of delivering higher-than-expected service levels to guests. The CSM is in charge of the function from the time the client is introduced to the CSM by the director of catering or catering manager.

The executive committee of a 300-plus room hotel would typically include the food and beverage director, sales and marketing director, rooms director, director of engineering, and ____.

Human resources director

The purpose of revenue management is to ____.

Increase profitability

Volatile organic compounds (VOC)

Organic compounds that evaporate at a relatively low temperature and contribute to air pollution, for example, ethylene, propylene, benzene, or styrene.

The triple bottom line or 3P approach focuses on ____.

People, planet, and profits

American Hotel and Lodging Association (AH&LA)

Provides operational suggestions for best practices that leaf to a green certification.

Property management systems are designed to assist front office employees in performing functions related to which tasks?

Reservations, rooms, and guest management

This demand-forecasting technique is used to maximize room revenue in the hotel industry.

Revenue management

This service offered by the food and beverage division is most frequently found in larger hotels with higher room rates and is known as ____.

Room service/in-room dining

The formula used to calculate REVPar is ____.

Rooms revenue divided by number of rooms avaialable

The average daily rate is one if the key operating ratios used to indicate a hotel's performance and is calculated using which formula?

Rooms revenue divided by rooms sold

The GM (general manager) is responsible for the overall success or failure of the hotel. In order to achieve that success, a successful GM will _____ and ____ the best people.

Select and train

Upsell

Suggestively sells the features of a more expensive upgrade in service (such as a hotel room with a better view).

Triple bottom line (TBL)

Takes into account ecological and societal performance in addition to financial. Also called 3P approach (people, planet, and profit).

Comprehensive procurement guidelines (CPG)

The U.S. Environmental Protection Agency's guidlines encouraging the use of materials recovered through recycling with the goal to reduce the amount of disposed waste.

The daily report includes key operating ratios such as the room occupancy percentage and ____.

The average daily rate

In the food and beverage division, this employee reports to the director of food and beverage and is responsible for cleaning the back of the house, maintaining an inventory of clean china, glassware, and silver, and sanitizing the kitchen, equipment, and freezers.

The chief steward

What does an executive committee for a hotel of 300-plus rooms look like?

The executive committee at a 300-plus room hotel would include the Directors of Human Resources, Food and Beverage, Rooms Division, Marketing and Sales, Engineering, and Accounting.

Name the functions performed by the general manager.

The general manager performs many functions, and these may increase based on the size of the property; however, common functions include keeping guests satusfied and returning, providing owners with a reasonable return on their investment, and keeping employees happy.

Door attendants

The hotel's unofficial greeters. Dressed in impressive uniforms, they greet guests at the hotel front door, assist in opening/closing automobile doors, removing luggage from the trunk, hailing taxis, keeping the hotel entrance cleat of vehicles, and giving guests information about the hotel and the local area in a courteous and friendly way.

Night auditor

The individual who verifies & balances guests accounts

Front office manager (FOM)

The manager of the front desk

Menu

The menu section lists the food and beverages to be served.

Room occupancy percentage (ROP)

The number of rooms occupied divided by rooms available; a key operating ratio for hotels.

Rack rate

The price a hotel charges for a room before any discount has ben taken info account. The published rate for a room ,sometimes set artificially high and used to calculate a variety of discounts

Guest services

The provision of service to customers before, during, and after a purchase.

Rooms division

The rooms division is made up of the following departments: front office, communications, reservations, guest services, concierge, and housekeeping.

Setup

The setup section if this CEO provides information about the layout and décor.

Time

The time section provides information about the starting and ending times of the event.

What topics are typically discussed in executive committee meetings?

The topics typically discussed at executive committee meetings include occupancy forecasts, major items of expenditure, guest and employee relations, and energy conservation.

Banquet

When groups of people eat together at one time and in one place.

Average daily rate (ADR)

one of the key operating ratios that indicates the level of a hotels performance. The ADR is calculated by dividing the dollar sales by the number of rooms rented