Rooms division & spa operations Flashcards
What are the three different options of hotel management?
1) Owner / hotel company owner
2) Hotel management company
3) A franchisor
What does it mean when a hotel is managed by an owner / hotel company owner?
Involved in day-to-day operations and can make free decisions. Can face financial loss if things doesn’t go well.
What does HMA stand for?
Hotel Management Agreement
What does it mean when a hotel is managed by a hotel management company?
Taking over the day-to-day business for a fee. The owner is still responsible for the financial and legal aspects.
What 3 points does guest segmentation allow a hotel to do?
1) Personalize product and service offerings
2) Adjust price strategy
3) Adapt marketing strategy
What is the most common way to represent the segments?
segmentation tree
What are the four main characteristics to consider when developing an effective segmentation strategy?
1) Identifiable - identify the customers in each segment
2) Differentiable - What makes the segment stand out from other segments.
3) Accessible - Communication channels to reach the segment
4) Actionable - Provide products and services to the segment.
Formula for occupancy rate?
rooms sold / (rooms available - OOI) * 100
Formula for revenue per available room - RevPAR?
(room revenue / number of rooms in the hotel - OOI) (Always without TAX)
Formula for Average Daily Rate - ADR?
rooms revenue / rooms sold (Can be with or without tax)
Formula for double or multiple occupancy percentage
((In-house guests - occupied rooms) / number of occupied rooms) * 100
Formula for average length of stay - ALS?
in-house guests / arriving guests
What 3 factors does hotel safety rely on?
1) Employee vigilance
2) Guest surveillance
3) Hotel patrols
What 5 elements of information has to go into a hotel’s emergency plan?
1) Country emergency numbers
2) Procedures for each emergency situation
3) Hotel evacuation procedures and maps
4) List of rooms occupied by guests
5) List of emergency staff assigned specific roles and responsibilities.
When does the history of spas date back to?
3100 Before Common Era in Egypt
Where does the word Spa come from?
“Espa” means fountain
When did thermal tourism develop?
1980
When did medical spas develop?
2000
What does balneotherapy relate to?
Treatment with mineral water
What does Thalassotherapy relate to?
Sea water, algae, sand and mud. Can only be used in specified spas.
What are the 7 main types of spas?
1) Thalassotherapy spa
2) Hotel spa
3) Urban spa
4) Destination spa
5) Cruise spa
6) Detox spa - addictions and problems
7) Medical spa - needs to be affiliated with a medical facility.
What are the three customer profiles at a spa?
1) Discovery clients: Inexperienced guests.
2) Regular clients: Part of lifestyle
3) Experienced guests: Exclusive and memorable experience.
What are the 4 most common criteria when choosing a spa?
1) Value
2) Luxury experience
3) Treatment
4) Zen atmosphere
What are the criteria of a spa as a business?
Must offer at least two services. Have at least 2 treatment rooms. Have a support area (reception and changing rooms)
