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Test your basic knowledge |
Hotel Front Office Management
Start Test
Study First
Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. The hotel wants to see the rates it is listing in Expedia as well as the rates listed by competitors in order to manage its own hotel-direct Web site
Hotel Web Sites
Independent Reservation Services
Expedia Competitive Price Grid Report
Expected Departures
2. Guest who stay longer than booked
Selling Against Room Block
Overstay
Components of the Simple Room Count
Group Guests
3. Hurdle point is set - lower rates rejected
Stayover
Four Global Distribution System Providers
Flat Rate/Run of the House
Nests and Hurdles
4. History and preferences of that particular guest. Being used more often today
Independent Reservation Services
Where did we steal Yield Management from?
Hotel Web Sites
Guest History Database
5. Use stored data to form rules that govern decisions. Allows for instantaneous response to changing conditions
Artificial Intelligence/ Expert Systems
Role of the Housing Bureau
Third Party Travel Sites
Optional Reservation Data
6. Based entirely on historical date. Does not share specific performance date for each competing property.
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7. The act of controlling rates and restricting occupancy to maximize gross room revenues
Yield Management Revolution
Third Party Travel Sites
Pegasus Solutions
Search Engine Optimization
8. Estimated over $80 billion. Group delegates spend more dollars.
Role of the Housing Bureau
Group Business
ASAE
Out of Order Rooms (OOO)
9. Continuing guest - as per booking
Stayover
Four primary functions of ASPs
Group Guests
Where did we steal Yield Management from?
10. The lodging industry's oldest and most popular provider of ASP Central Reservations software.
Internet and Web-Based Reservations
Pegasus Solutions
Role of Yield Management Systems
Corporate Guests
11. Guests booked to arrive today
Expected Arrivals
Committed Rooms
In-House Reservation Center
What are these global distribution system providers worth?
12. Very price sensitive - weekend travel - will trade price for restrictions - are motivated by deals
PHASER complete Access Reports
Hotel Web Sites
Leisure Guests
Pegasus Solutions
13. Rates are gathered through the CRS' seamless connection. Displays discounts and lowest available rates for all hotels in the competitive market set
Travel Information Management Services (TIMS)
In-House Reservation Center
Walking the Guest
Reservations to take
14. Sites that search all available websites to present side-by-side comparisons and booking options (kayak - sidestep or travelzoo)
Optional Reservation Data
Meta-Search Technology
Seamless Connectivity
Global Distribution System (GDS)
15. The electronic system - including the last-room availability interface with individual chain properties. Linked airlines with travel agents.
Expected Arrivals
Central Reservation System (CRS)
Amendments/alterations to the reservation
Hotel Web Sites
16. Place and date more important than rate.
Spread Rate
Overbooking percentage
Chain Sites
Group Guests
17. Publicly funded - quasi-govermetnal organizations to represent city's hospitality industry. Represent bid for large and small conferences
Meta-Search Technology
Convention and Vistor Bureaus (CVBs)
Electronic Switch Technology
Four Global Distribution System Providers
18. When a person calls directly to the hotel to book their reservations.
Adjusting the Room Block
Seamless Connectivity
In-House Reservation Center
No Show
19. Sending a guest with confirmed or guaranteed booking to another hotel as we are full
Walking the Guest
In-House Reservation Center
Four Global Distribution System Providers
Artificial Intelligence/ Expert Systems
20. Guest with confirmed/guaranteed booking who does not arrive - but has not cancelled
Categories of Group Business
Travel Information Management Services (TIMS)
Four Global Distribution System Providers
No Show
21. The role that airline reservation systems played
No Show
Global Distribution System (GDS)
Flat Rate/Run of the House
Spread Rate
22. Hotel sets up and sells own package to individuals. May be better than the group rate.
Out of Order Rooms (OOO)
Flat Rate/Run of the House
Expected Arrivals
IT packages
23. Travel related bookings are the largest category of Internet transactions. Each year - the Internet attracts a larger share of reservations away from more traditional sources - growing at a rate four times faster than the rest of the industry.
Group Guests
Attrition/Pick-Up Rate
Internet and Web-Based Reservations
Overstay
24. Guest who arrive days before booking
Hotelligence Report
Four primary functions of ASPs
Internet and Web-Based Reservations
Early Arrivals
25. Software companies that offer a suite of software applications via Internet-based access.
Reservations to take
Application Service Providers (ASPs)
Four primary functions of ASPs
Central Reservation Office (CRO)
26. Temporarily unavailable due to fixable problems. Can be fixed quickly if absolutely essential. Can be sol at a discount if un-fixed - with disclosure.
Out of Inventory Rooms (OOI)
Out of Order Rooms (OOO)
Electronic Switch Technology
Overstay
27. 2-3 minutes
What are these global distribution system providers worth?
Categories of Group Business
Stayover
How many minutes should it take to process a reservation?
28. A negotiated discount below the rack rate. Members pick the rate they want to pay
Application Service Providers (ASPs)
Spread Rate
Attrition/Pick-Up Rate
Third Party Travel Sites
29. Faster - more accurate - sells more rooms at higher rates
Adjusted Room Count
Four Global Distribution System Providers
Seamless Connectivity
Flat Rate/Run of the House
30. Convention guest who try to get a better rate by using other deals
Unidentified Delegates
Electronic Switch Technology
Search Engine Optimization
Categories of Group Business
31. 100 booked - 40 used means 60% attrition - 40% pick-up
Overbooking percentage
Attrition/Pick-Up Rate
Third Party Travel Sites
Convention and Vistor Bureaus (CVBs)
32. As individual room requests arrive at the hotel - they are booked against the group room block. Reservation received after the closeout date - 20 to 30 days before the convention starts - are accepted on an availability basis only
Seamless Connectivity
Selling Against Room Block
In-House Reservation Center
Expedia Competitive Price Grid Report
33. 40% of annual marketing budget may be spent on online products. Booking through own website nets more revenue than booking through 3rd party websites.
Corporate Guests
Amendments/alterations to the reservation
Nests and Hurdles
Hotel Web Sites
34. Sites that are not controlled either by the hotel or the chain. (hotwire - expedia - travelocity - orbitz etc..)
Walk-ins
Central Reservation System (CRS)
Third Party Travel Sites
Expedia Competitive Price Grid Report
35. Speaking the same language within incompatible systems
Electronic Switch Technology
PHASER complete Access Reports
Walking the Guest
Reservations to take
36. CRS for hire - used by smaller chains - independent hotels.
Independent Reservation Services
Automated Inventory Tracking System
Leisure Guests
Central Reservation System (CRS)
37. Some get suites - some get singles - all pay same rate
Flat Rate/Run of the House
Guest History Database
Overbooking percentage
Corporate Guests
38. Estimated time of arrival -Special Requests -Smoking preferences -Discounts or Affiliations -Address
Out of Inventory Rooms (OOI)
Optional Reservation Data
Attrition/Pick-Up Rate
Automated Inventory Tracking System
39. The Airlines
Walking the Guest
Group Guests
Four primary functions of ASPs
Where did we steal Yield Management from?
40. In 2001 - Galileo was purchased by Cendant Corporation for $2.9 billion.
What are these global distribution system providers worth?
Out of Order Rooms (OOO)
Guest History Database
Global Distribution System (GDS)
41. More sophisticated - accounting for many issues
Adjusted Room Count
Overbooking
Role of Yield Management Systems
Walk-ins
42. Unavailable long-term due to non-fixable problems. Cannot be sold due to unacceptable condition.
No Show
Global Distribution System (GDS)
Out of Inventory Rooms (OOI)
In-House Reservation Center
43. Needed for large conventions where delegates may stay in many hotels
Convention and Vistor Bureaus (CVBs)
Walking the Guest
Selling Against Room Block
Role of the Housing Bureau
44. 1)Tour Groups 2)Convention Groups 3)Exposition and Trade Shows
Categories of Group Business
Out of Inventory Rooms (OOI)
Role of Yield Management Systems
Selling Against Room Block
45. Changes in dates - names - numbers - room types etc.
Pegasus Solutions
Independent Reservation Services
PHASER complete Access Reports
Amendments/alterations to the reservation
46. The actual office site at which chain reservationists reside.
Overbooking
Independent Reservation Services
Central Reservation Office (CRO)
Understay
47. Compares a manager's room available with those available in the competitive market set and room -nights sold for the manager's hotel against room-night sold across the competitive set
Room Count
Overbooking percentage
PHASER complete Access Reports
Hotelligence Report
48. Rooms available -Occupied last night -Expected check-outs -Stayovers -Today's Reservations -Rooms committed today -Rooms available for sale -Occupancy percentage
Components of the Simple Room Count
Out of Inventory Rooms (OOI)
Hotelligence Report
Leisure Guests
49. More rooms sold than available - done deliberately.
ASAE
Out of Order Rooms (OOO)
Nests and Hurdles
Overbooking
50. Yesterdays stay-overs + today's reserved arrivals
Committed Rooms
Four primary functions of ASPs
Hotel Web Sites
Amendments/alterations to the reservation