Rooms division & spa operations

Question 1

What are the three different options of hotel management?

Answer 1

1) Owner / hotel company owner
2) Hotel management company
3) A franchisor

Question 2

What does it mean when a hotel is managed by an owner / hotel company owner?

Answer 2

Involved in day-to-day operations and can make free decisions. Can face financial loss if things doesn’t go well.

Question 3

What does HMA stand for?

Answer 3

Hotel Management Agreement

Question 4

What does it mean when a hotel is managed by a hotel management company?

Answer 4

Taking over the day-to-day business for a fee. The owner is still responsible for the financial and legal aspects.

Question 5

What 3 points does guest segmentation allow a hotel to do?

Answer 5

1) Personalize product and service offerings
2) Adjust price strategy
3) Adapt marketing strategy

Question 6

What is the most common way to represent the segments?

Answer 6

segmentation tree

Question 7

What are the four main characteristics to consider when developing an effective segmentation strategy?

Answer 7

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.

Question 8

Formula for occupancy rate?

Answer 8

rooms sold / (rooms available - OOI) * 100

Question 9

Formula for revenue per available room - RevPAR?

Answer 9

(room revenue / number of rooms in the hotel - OOI) (Always without TAX)

Question 10

Formula for Average Daily Rate - ADR?

Answer 10

rooms revenue / rooms sold (Can be with or without tax)

Question 11

Formula for double or multiple occupancy percentage

Answer 11

((In-house guests - occupied rooms) / number of occupied rooms) * 100

Question 12

Formula for average length of stay - ALS?

Answer 12

in-house guests / arriving guests

Question 13

What 3 factors does hotel safety rely on?

Answer 13

1) Employee vigilance
2) Guest surveillance
3) Hotel patrols

Question 14

What 5 elements of information has to go into a hotel’s emergency plan?

Answer 14

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.

Question 15

When does the history of spas date back to?

Answer 15

3100 Before Common Era in Egypt

Question 16

Where does the word Spa come from?

Answer 16

“Espa” means fountain

Question 17

When did thermal tourism develop?

Answer 17

1980

Question 18

When did medical spas develop?

Answer 18

2000

Question 19

What does balneotherapy relate to?

Answer 19

Treatment with mineral water

Question 20

What does Thalassotherapy relate to?

Answer 20

Sea water, algae, sand and mud. Can only be used in specified spas.

Question 21

What are the 7 main types of spas?

Answer 21

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.

Question 22

What are the three customer profiles at a spa?

Answer 22

1) Discovery clients: Inexperienced guests.
2) Regular clients: Part of lifestyle
3) Experienced guests: Exclusive and memorable experience.

Question 23

What are the 4 most common criteria when choosing a spa?

Answer 23

1) Value
2) Luxury experience
3) Treatment
4) Zen atmosphere

Question 24

What are the criteria of a spa as a business?

Answer 24

Must offer at least two services. Have at least 2 treatment rooms. Have a support area (reception and changing rooms)

Question 25

Name the Senior generation

Answer 25

People born before 1946

Question 26

Name the baby boomers years

Answer 26

1946 - 1965

Question 27

Name the generation X years

Answer 27

1966 to 1976

Question 28

Name the generation Y / Millenials

Answer 28

Between 1977 & 1994

Question 29

Generation Z years

Answer 29

1995 to 2012

Question 30

Generation Alpha years

Answer 30

2012 - present

Question 31

Min. number of rooms for a convection hotel?

Answer 31

300 rooms

Question 32

What are the two main variables of market segment used?

Answer 32

1) Way of travel (individual or group)
2) Reason of stay (leisure or business)