RRM 200 Exam 1

sleep out

A guest is registered to the room, but the bed has not been used.

New Product Patters: All-suites

All rooms with living and kitchenette quarters.

Single- person occupancy would most likely be in: a. Resort hotels b. Casino hotels c. Business Hotels d. All-suite hotels

B. Business hotels

tour package

Benefits are package breakage

security department

High priority extensively staffed liability issues increased crimes in hotels insurance costs and PR (Connie francis lawsuit)

Unique Characteristics: Cyclical

Rises and falls with the business cycle, however lags behind several months.

Marketing to groups/ business

SMERF societies medical educational religious fraternal

Leisure traveler characteristics

Seasonal fluctuation very price sensitive family vacationers major resort guests weekend travelers

Hotel Classifications

Size, Class, Type, Plan, variation

Skipper

The guest has left the hotel without making arrangements to settle his or her account.

sleeper

The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room's status.

T/F Cleanliness is the most important standard from rating agencies

True

T/F price is less important to business travelers

True

Modified American Plan (MAP)

Two meals a day are included in the price of a meal plan at a resort or hotel, usually breakfast and dinner or lunch

1980s and 90s Hotel Trends

Volatile Period *Market Segmentation *Improved amenities *Technology (PMS)(CRS) (Automation) *Gaming *Large scale resorts

European Plan (EP)

a room rate that doesn't include any meals

"Flag" in franchising a. denotes a certain type of property service and price to the guest b. is decreasing nowadays due to merger and acquisition c. only works with luxury brands d. is not popular in the lodging industry

a. denotes a type of property, service, and price to guests.

Guest profiling through electronic record keeping and intro-chain networks is called a. preferred guest programs b. guarantee programs c. breakage d. brand assurance

a. preferred guest programs

______ department generates the largest revenue in a hotel. a. room b. spa c.entertainment d. banquet

a. rooms

hotel ratings

Stars, Diamonds, Different Scales.

Who are non-guest buyers?

intermediary travel agencies, tour operators, travel clubs AAA, internet operators

Guest services manager

large hotels, common in destination resorts

hotel manager/ rooms division manager/ resident manager

responsible for all operating departments except F&B Reports to GM Career stepping stone to GM

International traveler characteristics

rise in disposable income decrease in international air fare exchangeable currency/ ATMs globalization of all businesses More people exposed to international issues

Rooms Manager (FD/FO manager)

supervises housekeeping, telephone, concierge and uniformed services

On-change

the guest has departed, but the room is not yet cleaned and ready for resale

DNCO (did not check out)

the guest leaves the hotel without checking out with the Front Desk, however the account was paid in full at check-in

brand equity

the value inherent in the consumer's recognition of the hotel's product/service. (willingness to purchase from a brand.)

A Hotel's size is determined by its: a. total square feet b. maximum number of guests c. number of full time employees d. number of guest rooms

d. Number of guest rooms

an example of a non guest buyer is a. AAA b. orbitz.com c. group wholesalers d. all of the above

d. all of the above

Which department is an example of a support department a. Front Desk b. banquet department c. recreation department d. human resource

d. human resource

What criterion is needed for a hotel name to carry brand equity? a. Instant Identification b. broad distribution c. consistent quality d. assured level of service e. all of the above

e. all of the above

Reservations Manager

handles requests for rooms from prospective guests arriving in the future

Non guest buyer disadvantage

have to discount heavily will get blame/liability for intermediaries problems

Housekeeping Department

headed by executive housekeeper linens, uniforms, lost and found More demanding tasks Most labor intensive

Business Traveler Characteristics

*Bread and Butter of industry* Year round, limited annual seasonality Less price sensitive Increasing number of females Weekday travelers Very competitive

2000s Hotel Trends

*Sophistication and differentiation (white bedding).

1970s Hotel Trends

*Time Shares *Management Contracts

T/F Hotel ratings are uniformly used worldwide with little variance

False

T/F Security measures have been less important because it is an expensive department

False

New Management patterns

Franchises/flags Consortia an membership chains

American Plan

Full Pension/board. Room+Breakfast+Lunch+Dinner

New ownership patters Global village

Joint ventures and strategic alliance (macau)

Elements of developing brand equity

Instant Identification Broad distribution Consistent Quality Assured Level of Service

New Product Patters: Mixed use and other

Casino hotels Conference hotels spas Fitness Restaurant and retail.

New ownership patterns

Consolidation, economies of scale. Lowering price per unit by selling more units.

Non-guest Buyer benifits

Deal with one person, lower cost and hassle, saves commission, bulk in advance provides steady income

GM responsibilities

Host to executive In charge of all departments

Current Trends (2010s)

Millennial and Digital Sharing/ Airbnb Sophisticated technology

New Product Patterns: Economy

Minimal service and low rates

5 Special characteristics of the Hotel Business

Perish-ability (empty rooms) Fixed Location Fixed Supply Seasonality High Operating Costs

Market Segmentation

Process of dividing a large heterogeneous market into two or more smaller homogeneous market segments. Each segment targeted by a different brand.

Uniformed Services

baggage porters, elevator operators, transportation clerks, door attendants. (now less important)

In terms of hotel plans, most hotels worldwide operate on the _____ a. Modified American Plan b. American Plan c. European Plan d. Modified European Plan

c. European plan

the person who provides a variety of information and personal services in exchange for a small fee is called a. customer service agent b. uniformed service agent c. concierge d. executive housekeeper

c. concierge

Hotel Keeping is _______ in nature as it closely follows economic ups and downs. a. anti-cyclical b. consistent c. cyclical d. unpredictable

c. cyclical

concierge

provider of services "concierge floor"