ROOMSDIV- PRELIMS Flashcards
most establishments are focused on ___ and ___ to maximize sales and the cost of operation is often not given equal attention.
marketing
promotion
how to determine if hotels are gaining sales?
- occupancy statistics
- hotel revenue statistic
refers to the number of rooms occupied within the day of operation
occupancy statistics
formula for occupancy statistics:
%occupancy= rooms occupied/ total rooms available
this indicates the profitability of one room sold on the day of operation
hotel revenue statistic
this is reflected in the daily rate of the room
hotel revenue statistic
TRUE/ FALSE: There may be some rooms that are less popular but more profitable
because the cost is high yet they can be sold at higher prices.
FALSE (high- low)
how to compute for ADR (average daily room rate):
ADR= total rooms revenue/ total no. of rooms sold
meaning of PMS
property management system
this is a computed-based application
PMS (property management system)
enumerate PMS’ computer- based applications:
- general management
- reservations
- rooms management
- guest account
increases room revenue by using a demand-forecasting technique
yield management
yield management is based on the economies of ___
supply and demand
pricing under yield management is based on:
- trends of demand
- type of room occupied
this exists when 2 or more parties have differing needs, wants, goals, or values and express those differences
conflict
it may or may not result in an argument, dispute, or quarrel
conflict
__ does not just occur when there is an obvious agreement
conflict
In workplace, ___ may result in effort being purposely made by one person or group to block the efforts of another, or in one person or group setting what they
want at expense of another.
conflict
how to handle conflict as a supervisor or manager?
- be aware of what is happening around you
- identify signs that problems are developing and conflict may arise from those problems
- be assertive when communicating with the team
signs of potential workplace conflict
- members have minor disagreements
- individual members arrive late
- customers become agitated when interacting with staff
five (5) stage of conflict
- discomfort
- incident
- misunderstanding
- tension
- crisis
- things don’t feel right
- you feel uncomfortable but may not be sure why
- difficult to identify the
problem
discomfort
- short sharp exchanges occur without lasting internal reaction
- something has occurred that leaves you feeling irritated or with a result you did not want.
incidents
- motives or facts may be confused or misconceived
- your thoughts keep returning to the problem
misunderstanding
- negative attitudes and fixed opinions weigh down relationships
- there are significant changes in the way you react to or feel about others.
tension
- behavior is affected
- extreme gestures may be used
- you are dealing with a major event such as a team member resigning or being fired
crisis
TRUE/ FALSE: the attitude you take as a supervisor/ manager will affect the outcomes.
TRUE
this involves thinking that you will lose anyway, the crisis may develop, especially if your team members need you to intervene.
aggressiveness
you are going to lose and you expect the other party to win
lose-win attitude
- you are seeking for both parties to win
- you will use mutual problem solving techniques and tension will lessen.
assertiveness
an assertive attitude often called ___ expects all parties involved in the conflict to win.
win-win
our way of thinking how we assess and approach life and work on a daily basis
attitude
these are our personal principles and standards that follow fairly consistently as these are more deeply held than attitudes.
values
TRUE/ FALSE: beliefs are more deeply held than attitude.
FALSE (beliefs- values)
____ may be based on our culture and religion.
beliefs
six (6) workplace factors in conflict:
- poor workplace layout, lighting, or temperature
- lack of equipment
- poor maintenance of equipment and workplace
- lack of training and skills
- understaffing
- inadequate breaks
eight (8) ways on how to handle/ resolve conflicts:
- talk with the other person
- focus on behavior & events, not personality
- listen carefully
- identify points of agreement and disagreement
- prioritize areas of conflict
- develop a plan to work on each conflict
- follow the plan
- build on your success
