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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. Guest booked to depart today
Central Reservation Office (CRO)
Adjusted Room Count
Expected Departures
Global Distribution System (GDS)
2. Yesterdays stay-overs + today's reserved arrivals
Committed Rooms
Four Global Distribution System Providers
Internet and Web-Based Reservations
In-House Reservation Center
3. 100 booked - 40 used means 60% attrition - 40% pick-up
Attrition/Pick-Up Rate
IT packages
Leisure Guests
ASAE
4. The lodging industry's oldest and most popular provider of ASP Central Reservations software.
Reservations to take
Walking the Guest
Walk-ins
Pegasus Solutions
5. Status of rooms sold and available
Room Count
Internet and Web-Based Reservations
Stayover
Central Reservation Office (CRO)
6. The actual office site at which chain reservationists reside.
How many minutes should it take to process a reservation?
Selling Against Room Block
Central Reservation Office (CRO)
Where did we steal Yield Management from?
7. Establishes and monitors rate structure - Continually monitors reservations activity and sets inventory controls as needed - Aids rate negotiations with bulk buyers -Monitors and restricts the number of reservations that can be taken for any particul
Overbooking percentage
Search Engine Optimization
Role of Yield Management Systems
House Count
8. Use stored data to form rules that govern decisions. Allows for instantaneous response to changing conditions
Four primary functions of ASPs
Artificial Intelligence/ Expert Systems
Corporate Guests
Out of Order Rooms (OOO)
9. Breaks the hotel rates into two categories - GDS and CRAS and looks for the lowest available rate in each of these areas
PHASER complete Access Reports
Unidentified Delegates
Role of Yield Management Systems
Expedia Competitive Price Grid Report
10. 5-7%
Overbooking percentage
IT packages
Electronic Switch Technology
Selling Against Room Block
11. The electronic system - including the last-room availability interface with individual chain properties. Linked airlines with travel agents.
Central Reservation System (CRS)
Components of the Simple Room Count
Committed Rooms
Attrition/Pick-Up Rate
12. Faster - more accurate - sells more rooms at higher rates
Stayover
Seamless Connectivity
Central Reservation Office (CRO)
Hotelligence Report
13. Encourage booking by enhancing quality of website - offering lowest price guarantee - letting users research for multiple brands at multiple price points with one click.
Walking the Guest
Chain Sites
Fenced Rates
Overstay
14. In 2001 - Galileo was purchased by Cendant Corporation for $2.9 billion.
Flat Rate/Run of the House
What are these global distribution system providers worth?
Expedia Competitive Price Grid Report
Overstay
15. A negotiated discount below the rack rate. Members pick the rate they want to pay
Pegasus Solutions
Corporate Guests
Third Party Travel Sites
Spread Rate
16. The American Society of Association Executives
ASAE
Unidentified Delegates
Automated Inventory Tracking System
House Count
17. 1)Amadeus 2)Galileo 3)Sabre 4)Worldspan
Third Party Travel Sites
Categories of Group Business
Walk-ins
Four Global Distribution System Providers
18. Software companies that offer a suite of software applications via Internet-based access.
Convention and Vistor Bureaus (CVBs)
Application Service Providers (ASPs)
Meta-Search Technology
Room Count
19. 2-3 minutes
Overbooking
Overbooking percentage
How many minutes should it take to process a reservation?
House Count
20. Hurdle point is set - lower rates rejected
Overbooking percentage
No Show
Early Arrivals
Nests and Hurdles
21. Sites that are not controlled either by the hotel or the chain. (hotwire - expedia - travelocity - orbitz etc..)
Components of the Simple Room Count
Third Party Travel Sites
Categories of Group Business
Early Arrivals
22. 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
Four Global Distribution System Providers
Selling Against Room Block
Independent Reservation Services
Out of Order Rooms (OOO)
23. The act of controlling rates and restricting occupancy to maximize gross room revenues
Role of the Housing Bureau
Convention and Vistor Bureaus (CVBs)
Yield Management Revolution
Four primary functions of ASPs
24. Speaking the same language within incompatible systems
Adjusting the Room Block
Where did we steal Yield Management from?
Amendments/alterations to the reservation
Electronic Switch Technology
25. 1)Tour Groups 2)Convention Groups 3)Exposition and Trade Shows
Categories of Group Business
Walking the Guest
Early Arrivals
Chain Sites
26. CRS for hire - used by smaller chains - independent hotels.
Independent Reservation Services
Leisure Guests
Seamless Connectivity
Expected Arrivals
27. Convention guest who try to get a better rate by using other deals
Automated Inventory Tracking System
Adjusted Room Count
Hotel Web Sites
Unidentified Delegates
28. Rates are gathered through the CRS' seamless connection. Displays discounts and lowest available rates for all hotels in the competitive market set
Overstay
Travel Information Management Services (TIMS)
Reservations to take
Convention and Vistor Bureaus (CVBs)
29. 80% of web visits start in a search engine. Need to be in the top .0005% of the search to be listed in the top few.
Role of the Housing Bureau
Search Engine Optimization
Corporate Guests
Smith Travel Research's STAR Reports
30. Number of guests in hotel
House Count
PHASER complete Access Reports
Chain Sites
ASAE
31. 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
Independent Reservation Services
Attrition/Pick-Up Rate
Expedia Competitive Price Grid Report
How many minutes should it take to process a reservation?
32. More sophisticated - accounting for many issues
Reservations to take
Adjusted Room Count
Overbooking percentage
Attrition/Pick-Up Rate
33. Rooms available -Occupied last night -Expected check-outs -Stayovers -Today's Reservations -Rooms committed today -Rooms available for sale -Occupancy percentage
Attrition/Pick-Up Rate
No Show
Components of the Simple Room Count
Role of Yield Management Systems
34. Guests booked to arrive today
Artificial Intelligence/ Expert Systems
Stayover
Expected Arrivals
No Show
35. 40% of annual marketing budget may be spent on online products. Booking through own website nets more revenue than booking through 3rd party websites.
Expedia Competitive Price Grid Report
Search Engine Optimization
Hotel Web Sites
Internet and Web-Based Reservations
36. Less price sensitive - seek flexibility - weekday travel - book at the last minute - cannot wait for deals
Walking the Guest
Expected Departures
Understay
Corporate Guests
37. Needed for large conventions where delegates may stay in many hotels
Fenced Rates
Role of the Housing Bureau
Electronic Switch Technology
Out of Inventory Rooms (OOI)
38. 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.
Seamless Connectivity
Categories of Group Business
Internet and Web-Based Reservations
Out of Order Rooms (OOO)
39. History and preferences of that particular guest. Being used more often today
Yield Management Revolution
Room Count
PHASER complete Access Reports
Guest History Database
40. Estimated over $80 billion. Group delegates spend more dollars.
Expedia Competitive Price Grid Report
Group Business
Categories of Group Business
Room Count
41. Unavailable long-term due to non-fixable problems. Cannot be sold due to unacceptable condition.
Meta-Search Technology
Overbooking
Out of Inventory Rooms (OOI)
Adjusting the Room Block
42. Guest with confirmed/guaranteed booking who does not arrive - but has not cancelled
No Show
Guest History Database
ASAE
Hotel Web Sites
43. Place and date more important than rate.
Central Reservation System (CRS)
Group Guests
Categories of Group Business
IT packages
44. Very price sensitive - weekend travel - will trade price for restrictions - are motivated by deals
Expedia Competitive Price Grid Report
Leisure Guests
Adjusted Room Count
Chain Sites
45. Estimated time of arrival -Special Requests -Smoking preferences -Discounts or Affiliations -Address
Categories of Group Business
Role of the Housing Bureau
Optional Reservation Data
Global Distribution System (GDS)
46. Some get suites - some get singles - all pay same rate
How many minutes should it take to process a reservation?
Corporate Guests
Artificial Intelligence/ Expert Systems
Flat Rate/Run of the House
47. A CRS -GDS connectivity -Connections to 'alternate' distribution systems -Internet Reservations
Chain Sites
Committed Rooms
Expected Arrivals
Four primary functions of ASPs
48. Guest who leave earlier than expected
Understay
Spread Rate
Meta-Search Technology
Early Arrivals
49. 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
No Show
Independent Reservation Services
Hotelligence Report
Guest History Database
50. 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 Order Rooms (OOO)
What are these global distribution system providers worth?
Chain Sites
Overbooking percentage