HTM 181 Exam 2

Regarding group business:

Convention guests are sold individually, but handled as a group by the front desk

Which of the following items seems out of place (doesn't belong with the others in the set): A. Apollo B. Gemini C. Amadeus D. Sabre E. Hampton

E. Hampton

T/F: A hotel might sell a room to a "walk-in' guest who arrived without a reservation. This is the same as "walking" a guest into one of the hotel's unreserved and vacant guest rooms. In other words, "walking" a guest and a "walk-in" guest are basically the same thing.

False

T/F: A hotel's IT package is generally identical in terms of services and amenities as a package offered by a wholesaler through a travel agent in a distant city.

False

T/F: All else equal, the reservationist should always offer the caller a list of possible discounts before quoting a rack rate for the reservation.

False

T/F: Group convention business comp rooms are usually quoted in a ration of 1 free (comp) room for every 86 rooms paid (sometimes shown as 1:86).

False

T/F: Large permanent (extended-stay) guest populations are not included in computations involving stayovers and anticipated departures.

False

T/F: TQM (Total Quality Management) gets more attention from management when the economic cycle is up and the operating company has more money to use on the concept.

False

T/F: The dollar costs of unresolved complaints can be calculated quite accurately by using the dollar values that are part of the "Moments of Truth."

False

T/F: Yield Management was initially introduced by the hotel industry in the late 1960's. The rapid development of yield management technology, however, is attributed to the airlines because they had the financial resources to implement this capital-intensive investment.

False

T/F: The term "soft goods" refers to the furniture in the hotel rooms: bed, bureau, television and the like:

False. "Hard goods" refer to furniture, "soft goods" refer to bedding and linen

T/F: Because each day's reservation forecast begins with the previous day's occupancy, long-range forecasting is considered accurate only to about thirty days.

False: Accurate to around two weeks

T/F: Quality circles are impressive building designs that hotels are using in lobbies to make a starting architectural statement.

False: Quality circles are a group of persons from different but related departments who meet on a regular basis for problem resolution.

T/F: Many small chains and independent properties outsource their reservation offices to travel agents as a method of reducing costs, increasing the quality of guest service, and upping the ADR.

False: Too expensive to outsource

When the hotel approaches capacity, reservations may be regretted if they come:

From travel agents`

How would you resolve this complaint: Power on the room TV went off for 30 minutes after the guest had paid for a film on HBO?

Give an allowance for the cost of the film.

Regarding the "quality" of the reservation, rank the following from highest(best) quality to lowest(worst) quality: 1. 4 p.m. or 6 p.m. reservation 2. Corporation or credit card guarantee 3. Advance deposit reservation

Highest 3, Middle 2, Lowest 1

If tour-group guests, given coupons with which to buy meals in hotel restaurants, do not use the coupons, the:

Hotel will not receive the meal revenues from the tour operator because there is not proof the meal was received since no coupons were redeemed.

"Mystery Shopper" is a (an):

Individual who reports on employee attitudes and company procedures

"Peer-group" hiring:

Involves the very associates with whom the new hire will work

Which of the following falls into the non-essential (nice-to-know) category of reservation data, as contrasted with essential (need-to-know) data?

Means of travel or transportation

Overbooking is caused in part by:

NS (no-show)

Reservations requiring cash deposits have:

Never been popular with hotels

As occupancy improves and the hotel fills, the reservation manager will likely:

Restrict sales to government per diem and AARP guests

If members of a convention group are offered a range of rates, the rate quote is said to be:

Spread or sliding rate

Assume that a given property has 300 rooms. After accounting for the day's departures and arrivals, 100 rooms remain unsold. Of these 100 rooms available, 50 rooms cannot be sold because they are out-of-inventory. In this case, the forecasted occupancy percentage would be:

The forecasted occupancy percentage would be 80%.

PHASER, TravelCLICK, and Smith Travel Research's STAR are examples of:

Tools for measuring yield management results

T/F: A general manager knows his/her yield management program has achieved its objectives when the ratio of Rate Realized:Rate Potential is one or higher.

True

T/F: A room placed out-of-order is generally repairable within a relatively short time. A room placed out-of-inventory usually takes longer to repair.

True

T/F: Customer relations management (CRM) begins with employment, where "selecting" the employee is more important than "hiring" the applicant.

True

T/F: Due in part to the assistance of yield management procedures, it is generally accurate to say that the most expensive rates are charged to the last rooms sold. Similarly, the lowest rates are available fair in advance, when few rooms have yet been sold for the date in question.

True

T/F: Generally, one would expect to see higher average per delegate spending with a medical convention than with a military or religious convention.

True

T/F: Guaranteed reservation guests arriving very late (say 2 am or later) will still be provided a room, because their guarantee paid for it and it belongs to them all night long, no matter what the arrival time.

True

T/F: It is possible for a guest who sent-in an advance deposit to be walked to another hotel, despite the fact that the room had been paid for.

True

T/F: Like closing certain dates to arrival, requiring a minimum length of stay is also a commonly used yield management control technique.

True

T/F: The same guest holds different expectations about the service to be a received because the type, plan, rate, and size of every hotel differs.

True

The universal switch (switch technology) allows a travel agent to:

Use one reservation terminal even though s/he is sending numerous reservations to various central reservations systems. In other words, the travel agent can use one terminal and it can speak the language of many systems.

A 500-room hotel had 80% occupancy last night. Today's expected departures are 250, arrivals are 350, and there are 10 rooms out of inventory. How many rooms are available for sale?

-10

Preparing for the complaint means:

All of the above -Developing a tolerance for drunks -Accepting the fact that some guests will never be satisfied -Overlooking a bit of exaggeration -Understanding that some guests are show-offs

Room availability forecasts often allow for adjustments based upon historical data. In regard to these adjustments, which of the following is true:

All of the answers are true. -Cancellations increase the number of available rooms. -No-shows are guests with reservations (either guaranteed or non-guaranteed) who never arrive. -Early arrivals are guests who arrive at least one day prior to their scheduled arrival. -Understays are guests who check-out at least one day earlier than their scheduled departure date.