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29 Cards in this Set
- Front
- Back
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What are a GM's 5 responsibilities?
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1. investor relations
2. brand affiliation management 3. Executive committee development 4. property management 5. community relations |
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To successfully manage owner/investor relations, a GM must have what 3 talents?
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1. financial analysis ability
2. proficiency in written communication 3. effective public speaking/presentation skills |
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What are quality inspection scores?
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the result of annual inspections conducted by a franchise company to ensure that its mandated standards are being met by the franchisee
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The GM must be an expert in specific day to day operations of each hotel's department. True or false?
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False
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The GM works with the EOC to improve skills and efficiencies of the departments these individuals manage. true or false
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true
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What are the four areas of property management?
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1.planning
2.organizing 3.staffing/directing 4.controlling/evaluating |
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What 3 areas do GM's need to be constantly developing?
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1.business associations
2.trade associations 3.trade publications |
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What are the 4 departments that the Front office manager (FOM) manages?
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revenue management
reservations guest services night audit |
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What are the 5 responsibilities of the FOM?
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1.PMS and its management
2.Revenue and reservation management 3.management of guest services 4.accounting for guests 5.data management |
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what are 3 ways to improve RevPar (revenue per available room)
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1. estimate (forecast) guest demand for rooms
2. practice yield management 3. control occupancy |
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what is the formula to figure out the revenue available per room? (RevPar)
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Occupancy% x Average daily rate (ADR)
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what are two things that will help the front office forecast demand?
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1. keep accurate historical records to understand past demand.
2. know of special events or circumstances that impact future room demand |
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What % discount should you offer guests if the forecasted room demand is 90-100% occupancy?
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no discounts
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What % discount should you offer guests if the forecasted room demand is 70-90% occupancy?
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offer discounts up to 10%
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What % discount should you offer guests if the forecasted room demand is 50-70% occupancy?
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offer discounts up to 20%
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What % discount should you offer guests if the forecasted room demand is less than 50% occupancy?
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discounts up to 30%
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what is yield management?
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a strategy using demand forecasts to maximize RevPar. if demand > supply, sell at rack rate. if demand < supply, offer at discounts
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What is the 5 step registration process when a guest arrives?
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1. greet guests
2. confirm the info on registration card 3. securing a form of payment 4. room assignment 5. issue keys |
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what is a "bucket"?
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industry term for location of actual registration cards signed by guests at check in
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what does a "bucket check" do?
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helps reduce errors related to billing guest's folio
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What is a point of sale? (POS)
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Any sales recording system not located at the front desk (restaurants, room service, lounges, laundry etc)
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What does a POS help?
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Ensures all legitimate purchases and charged purchases are posted to the correct guest or non guest folio
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what are the 2 major executive housekeeper responsibilities?
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1.decisions about required number of cleaning employees
2. frequency of cleaning |
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what does "on-change" mean?
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a room is vacant but not yet cleaned
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what does "sleep out" mean?
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a room is reported as occupied, but room was not used and guest may have left
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what does "due out" mean?
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guest has indicated this is the last day they will use the room
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what does "lock out" mean?
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guest left personal items in the room but will be denied access until approved to reenter by management
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how do you calculate the number of minutes it takes housekeepers to clean a room?
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Total # of minutes worked by room attendants/total # of guest rooms cleaned
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what are the 3 types of unclaimed property?
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1.mislaid (owner has unintentionally left items behind)
2. lost property (owner has unintentionally left items behind or forgotten them) 3. Abandoned property (owner has intentionally left items behind |
