HOTEL MANAGEMENT 2

Question 1

Guest cycle

Answer 1

Steps a guest goes through from pre-arrival to departure

• Pre-arrival
• Arrival
• Occupancy
• Departure

Question 2

Flow of business

Answer 2

Financial transaction a guest makes while staying at the hotel

Question 3

Reservations department

Answer 3

Processing reservations involves matching room requests with room availabilities and rates

Recording, confirming and maintain reservations and producing management reports

Question 4

Revenue manager

Answer 4

Responsible for forecasting the demand for each market segment the hotel seeks to attract, determine the guestroom rates

Question 5

Revenue management

Answer 5

Gathering forecasted sales information and using it to determine pricing or room rate strategies

Question 6

Different market segments

Answer 6

SMERF
OTA
Business
Leisure

Question 7

Types of reservations:

Answer 7

1. Guaranteed reservation
2. Non-guaranteed reservation
3. Prepayment guaranteed reservation
4. Advanced deposit guaranteed reservation
   - -> All in concept of overbooking (want to sell the most rooms as possible, having empty rooms is more costly than compensating for overbooking)

Question 8

Overbooking percentages hotel and resort

Answer 8

City hotel: 1-2%

Hotel resorts: 0-1%

Question 9

Front office department functions

Answer 9

1. Checking guests in and out.
2. Receiving and managing reservations made online and telephonically.
3. Verifying guests’ payment methods during check-in.
4. Assigning rooms to guests and informing them of any specials offered by the hotel.

Also: establishes credit: check if the guest has paid

Question 10

What if the guest has not paid?

Answer 10

Block money on the credit card / Authorization

Night’s price x number of nights + average spend on F&B per night = house limit

Question 11

Communications department / Operator / Back of house

Answer 11

• Answers incoming calls/placing outgoing calls
• Directs call to guest rooms, staff, or departments
• Receives guest messages
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests
• Provides paging services for hotel guests and employees.
• Knows what action to take when an emergency call is required.
• To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
• Following telephone etiquette
• Must be polite and courteous while answering the phone.
• Setup conference calls in different locations and time zones.
• Provide relay service for hearing-impaired guests.

Question 12

Adjoining rooms

Answer 12

2 rooms next together

Question 13

Adjacent rooms

Answer 13

Rooms close to each other

Question 14

Cashier tasks

Answer 14

• Posts revenue center charges to guest account
• Receives payments from guest accounts at check-out
• Coordinates the billing of credit card and direct-billed guest account with the accounting division

Question 15

Hotel ledger

Answer 15

Kept at front desk, all the bills of the guests

Charged by guest after checking out

Question 16

Front Office Audit functions

Answer 16

• Night audit
• Daily comparisons of guest account transactions recorded in the front office system or at the front desk against revenue center transactions = system update
• Main funciton: to verify the accuracy and completeness of guest/non-guest account
• Update transactions between revenue figures of the POS and the revenue payment methods (need to be equal)

Question 17

When doing an night audit:

Answer 17

1. Have all outlets closed (end of day: arbitrary stopping point of the business day)
2. all guests need to be checked-in (if a guest hasn’t shown up yet, you need to check him in)

Question 18

In the night audit you check:

Answer 18

Check every night if the guest goes over the house limit, spend more money on F&B than our average expected. If he spends more, we need to have the guest’s approval to rise the house limit

Question 19

Night audit formula

Answer 19

Previous balance + Debits - Credits = net outstanding balance

Question 20

Housekeeping

Answer 20

Clean guests rooms, banqueting rooms, toilets and hallways

Question 21

Occupancy report

Answer 21

List of rooms occupied that night + indicates guest expected to check out the next day

Question 22

Status report

Answer 22

Cleaned? Occupied? Dirty?

Informs the housekeeper for check-out and stay-over point of view

Question 23

Room status discrepancy

Answer 23

Difference of rooms status between the housekeeping department and the front desk/PMS

Question 24

Guest/uniformed services

Answer 24

• Bellboys
• Valet parking
• Congierge
• Door attendants
• Transportations (driver)

Question 25

Check out and account settlement

Answer 25

• Final stage of the guest’s cycle

Functions:

• Resolution of outstanding guest account balance
• Updating of room status information
• Creation of guests history records

Question 26

Guest folio

Answer 26

Stores information that can be used for marketing and sales efforts and for returning visit