hotels quiz

uniformed or guest services

-Door attendant -Bellpersons -Concierge

trends in hotels

-Eco friendly -Diversity in workforce and guests -Increased use of technology -Increasing use of revenue management -More ADA compliance -More effective hotel website with direct booking

referral associations

-share some of the same benefits as franchises at a much lower cost -share central reservation system -common logo and tagline -each independent hotel refers guests to each other -standards less stringent than franchise -preferred hotels - 185 independent hotels worldwide -more flexible discounts and promotion -more flexible, no franchise fee, have access to large database and have the brand of a preferred hotel ex: Boston Harbor Hotel, the Bostonian, Charles Hotel

front desk duties

-check-in/check-out -Review previous night's occupancy, ADR, and RevPar -Review market mix: business, leisure, and group customers -Check complimentary rooms and VIPs -Review arrivals and departures for next day and make staffing adjustments -Organize room changes and requests -Review night audit

management contract

-developers and investors may own real estate outright looking for ROI on the real estate investment. they may have no desire or experience in hotel operations and management. -property owners will contract a management company to run the hotel for a percentage of the operating profit and sales (2-6%) -the management company is then responsible for full operations (bring in staff, technology, operating systems, brand -owner just signs the contract)

real estate investment trusts (REITs)

-large real estate property and mortgage holders -large holdings in commercial real estate, shopping malls, hotels, office buildings, nursing homes, and apartment buildings -thus many of their purchased hotels go under management contract -must have 75% of their assets in real estate and are publicly traded on the stock market

central reservations system (CRS)

It is a computerized reservation software used to maintain the hotel information, room inventory and rates, to manage the reservation and process. A CRS provides hotel room rates and availability for many different distribution channels such as the GDS, OTA, and 3rd party websites.

global distribution system (GDS)

It is a large computer network and at the same time a reservation tool that passes hotel rooms inventory, airline seats and car rentals and their rates to travel agents and allows them to make bookings. There are several large GDS systems - Galileo, Sabre, Amadeus, and Worldspan Average person DOES NOT have access to GDS

resort hotels

massive, one price pays for everything, usually located at destination locations, popular with millennials because they are convenient

airport hotels

boast some of the highest occupancy there is, do great in bad weather (but will make the price higher during storms), good for corporate meetings and conferences

timeshares

buy a room in a hotel for a particular amount of time, but you have it that same week every year. you can also rent out that time

portfolio

a group of brands and properties owned by one company ex: wyndham worldwide has tons of hotels under their name - wyndham gardens, days inn, howard jhnson, ramada, etc.

condotels and mixed use hotels

for example, ritz carlton has first few floors as regular hotel rooms, but the top floors have condos to buy. you can opt to have access to all the services of the hotel such as valet, housekeeping, room service

freeway and interstate motels and hotels

found along roadsides, one night places to stay due to necessity, almost zero service - examples include Holiday Inn

franchising

allows a company to expand its business units by using other people's money rather than seeking financing the company or franchisor grants certain rights to the franchisee: -use of trademark, operating systems, reservation system, signage, advertising, purchasing discounts examples: red roof inn, holiday inn, motel 6, days inn, intercontinental, wyndham, choice hotels international

distribution channel

any way that the product or service gets to the consumer travel suppliers --> travel port GDS --> consumers

revenue center

areas in a hotel where they make money not from the rooms - restaurants, nightclubs, bars, lounges, gaming, gift shops, spas, salons

rack rate

highest publicized price for rooms. if demand is high, this can be achieved

director of human resources

hire and fire, there for personal development, orient and train new employees, responsible for employees retirement and health benefits, responsible for developing the culture of the organization

room rates

hotel rooms are all priced differently due to size and location (view)

conference and convention hotels

hotels near downtown areas that have large occupancy, hold large-scale business conventions and trade shows, lots of corporate travel

property management system (PMS)

it is a local hotel administration system used for reservation, availability and occupancy management, check-in/check-out, images, guest profiles, report generation, etc. this application is used in-house (in an individual hotel) to control the onsite property activities

full service hotels

luxury hotel, found city center, has valet, door person, bell person to take bags, another person to take bags to the room, and concierge. multiple layers of service. examples: four seasons, ritz carlton

director of engineering

physical plant - takes care of landscaping, problems with heat, water, etc. - control and maintain the facility

director of accounting

produce the budget each year, take care of all the transactions within the operation, accountable for a paper trail for every transaction within the hotel

general manager

responsible for all internal and external customers of the hotel. -Also responsible for day to day operations and the financial health of the hotel. -the GM is EVERYTHING - there are 6 directors under the GM

director of rooms division

responsible for the front desk and all the uniform services (valet, bellhop, etc.)

casino hotels

revenue is generated from gaming more so than the rooms, guests stay for several days, tend to have lower food and room prices to get people to come there

director of food and beverage

run all F&B operations within hotel

sell rooms

sales and reservation make up the rooms sales until 6:00 PM the evening before the guests arrive then hand this information off to the front desk. Any guest that calls in a reservation or walk in after that will be handled by front desk associates. The objective is to sell 100% of rooms at highest price. Upselling takes place when the front desk tries to upgrade the guest.

smith travel research

the company that develops all the research for travel, hotels, and restaurants

front office

the hub or heart of the hotel, guest services and operations function from here. FOM front office manager - main responsibility is to ensure guest satisfaction. They manage GSAs (guest service associates), team members at the front desk. GSAs are responsible for their guests and: -Valets -Bellpersons -Concierge -Communications -Reservations

extended stay and all suites hotels

where people stay for an extended period of time - people buying a house. can even get a room for a family of 6 - includes kitchenette, bathroom, 4 bedrooms. have very high occupancy

director of marketing and sales

advertising and promoting, looking at markets such as getting events, business travel, and leisure travel in the hotel - filling the hotel is their responsibility - their job to get people into the hotel

revenue management (yield management)

-Utilizing supply and demand to maximize revenue through pricing. -Ideally hotel would like to sell every room at rack rate everyday. -In reality, a great amount of rooms are discounted -Must consider room cost. -A hotel may use discounted group and corporate rates to begin filling the hotel at a future date thus artificially creating demand months or years in advance -Using revenue management, the hotel tries to sell the right remaining rooms to the right guests for the right price to maximize revpar. -Computer software uses historical hotel property data and estimates future demand and room pricing.

$88.58

2017 national RevPar

$129

2017 national monthly ADR

69.5%

2017 national occupancy rate

guest cycle

Reservation → check-in arrival, registration (now official guest, identifiable by room number), guest ledger → guest uses revenue center (restaurants, spas, etc.) → post guests charges → verify charges through night audit - verifying guests' charges are being added to their bills (posted to guest ledger) → check-out, billing confirmation, city ledger (where the guest can verify if they make a charge or not)

economy/budget hotels

one night accommodations that are much cheaper with much less service examples: motel 6, days inn, hampton inn

bed and breakfasts

small properties, usually converted houses, anywhere from 4-15 rooms. intimate, owner-operated. stay there and pay one fee that includes meals, but everything is communal. owners will cook you breakfast and eat with you

boutique hotels

small, usually have a theme, might be historical, expensive, have unique decor, high levels of service, get a loyal following

security/loss prevention

-Protects guests, belongings and properties -Responsible for security systems and emergency procedures -Security makes regular rounds of inside and outside the hotel -All security has identification credentials -Catastrophic planning, fire, earthquakes, floods, terrorism

reservations office

-Responsible for selling the hotel -May be the first point of contact so they must sell the hotel to guests that are shopping other properties -Sales may come from internet, phone, travel agents, meeting planners, event planners, and tour operators -Once the reservation is made the room is deducted from hotel inventory -Confirmed reservation, guest will get confirmation email but does not 100% guarantee you the room

housekeeping

-Up to 50% of employees, maintain the rooms inventory making them available for sale -Head housekeeper assigned to each floor with housekeeping team. Set cleaning standards -Each member will clean 15-20 rooms each. When rooms are completed and inspected they go into available inventory -Much diversity in this department -Laundry may be done in house or contracted out

AAA rating system

5 diamonds will update every 3 years. getting 5 diamond is very difficult and rare to get

forbes rating system

5-stars

online travel agencies (OTA)

Online companies whose websites allow consumers to book various travel related services directly via internet. They are 3rd party agents reselling trips, hotels, cars, flights, and vacation packages. Four major ones are - Expedia, Priceline, etc.

comp set

a set of like hotels in a geographic area that share the same demographic

midscale hotels

similar service but a little less - no door person, etc. - but cheaper example: marriott

city center hotels

typically most expensive and most expensive to operate, have high occupancy, can include historic hotels and located in the center of cities