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24 Cards in this Set
- Front
- Back
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What is the 4 step in the guest cycle?
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Pre arrival = Research and reservation
Arrival = Registration and check in Occupancy = Stay and usage of service/facilities Departure = Check out, settle account, review and possibly book next stay (Returning guest) |
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How do we handle a complaint?
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Apologize
Active listening Find solution Follow up |
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What is Rate Parity?
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Everyone is selling at the same rate. (GDS, OTA, TA, Website, CRO)
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How do you compare the hotel to competitors?
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You pay for a report where you choose 5 competitors. The report gives you an average for ex. Occ %, RevPAR and ADR
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What does a TA do?
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Provide services to the public for different hospitality service suppliers. (Hotel, cruise, airlines etc)
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Name 5 different distribution channels
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1. GDS (Global distribution system)
2. OTA (Online Travel Agent) 3. Brand website 4. CRO (Central reservation office) 5. Direct contact with hotel |
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What is a TA with a direct contract called?
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Merchant TA
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What does WPS stand for?
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World payment system. Hotel make 1 payment to WPS instead of all different TA's
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What is the different between retail, merchant and opaque channels?
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Retail channel = Rates open and available for everyone
Merchant channel = Preferred distribution agreement with the hotel Opaque channel = Guest don't know which hotel are booked, rooms auctioned out |
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What is a distribution channel?
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Where we get our booking
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What is the difference between wholesale and retail travel?
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Retail: Individually
Wholesale: Group |
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Why do we sell hotel packages?
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To maximize revenue. Cross-selling!
Includes at least room and meal |
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What is A/V
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Audio/Visual
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What do we look at when forecasting?
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Trends
Seasonality Weather Political situation Events Economical stability COMPETITORS |
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Of what do we want statistics?
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Walk-in
No-show Cancellation Same day reservation Early departures Extended stay |
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Name some different interfaces
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Vending machine
Minibar Point of sale - P.O.S TV Global distribution system - GDS |
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What is the night audit?
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A process completing one business day and starting another.
It is done by: 1. Comparing guest account posting to outlet revenue In order to: 1. Secure complete and reliable F.O accounting records. 2. Ensure correct guest and non-guest folios |
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What is the duties of a night auditor?
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1. Review and verification of accounting records
2. Adjust discrepancies; rates, credit limits, no-show 3. Reset the system 4. Prepare and distribute management reports |
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What is a guest account?
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A record of transactions between guest and hotel
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What is a guest ledger?
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List of all guest accounts
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What is a City ledger?
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List of all non-guest accounts
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What is a folio?
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Statement of all transactions. Guest can have several folios
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What is a Master folio?
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Account assigned to more than one person or #.
Routing instructions is set so certain charges (breakfast and room rate ex.) is moved from guest folio to Master folio (MS) |
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What is a bucket check?
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A control of transactions against receipts from revenue outlets
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