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"