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Hotel Front Office Management

Subject : hospitality
  • Answer 50 questions in 15 minutes.
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  • Match each statement with the correct term.
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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. Yesterdays stay-overs + today's reserved arrivals

2. Estimated over $80 billion. Group delegates spend more dollars.

3. The electronic system - including the last-room availability interface with individual chain properties. Linked airlines with travel agents.

4. 100 booked - 40 used means 60% attrition - 40% pick-up

5. Guest who stay longer than booked

6. Very price sensitive - weekend travel - will trade price for restrictions - are motivated by deals

7. 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.

8. Guest who arrive days before booking

9. Sending a guest with confirmed or guaranteed booking to another hotel as we are full

10. Continuing guest - as per booking

11. Convention guest who try to get a better rate by using other deals

12. Less price sensitive - seek flexibility - weekday travel - book at the last minute - cannot wait for deals

13. Sites that are not controlled either by the hotel or the chain. (hotwire - expedia - travelocity - orbitz etc..)

14. Rooms available -Occupied last night -Expected check-outs -Stayovers -Today's Reservations -Rooms committed today -Rooms available for sale -Occupancy percentage

15. 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

16. Speaking the same language within incompatible systems

17. Hotel sets up and sells own package to individuals. May be better than the group rate.

18. When a person calls directly to the hotel to book their reservations.

19. Publicly funded - quasi-govermetnal organizations to represent city's hospitality industry. Represent bid for large and small conferences

20. Hurdle point is set - lower rates rejected

21. The act of controlling rates and restricting occupancy to maximize gross room revenues

22. Guests booked to arrive today

23. Advanced reservations (the best) -Guaranteed Reservation -Confirmed Reservation

24. Some get suites - some get singles - all pay same rate

25. Guest with confirmed/guaranteed booking who does not arrive - but has not cancelled

26. 2-3 minutes

27. A CRS -GDS connectivity -Connections to 'alternate' distribution systems -Internet Reservations

28. 1)Amadeus 2)Galileo 3)Sabre 4)Worldspan

29. 40% of annual marketing budget may be spent on online products. Booking through own website nets more revenue than booking through 3rd party websites.

30. Guest who leave earlier than expected

31. Estimated time of arrival -Special Requests -Smoking preferences -Discounts or Affiliations -Address

32. 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.

33. 1)Tour Groups 2)Convention Groups 3)Exposition and Trade Shows

34. Temporarily unavailable due to fixable problems. Can be fixed quickly if absolutely essential. Can be sol at a discount if un-fixed - with disclosure.

35. In 2001 - Galileo was purchased by Cendant Corporation for $2.9 billion.

36. CRS for hire - used by smaller chains - independent hotels.

37. 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

38. Status of rooms sold and available

39. 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

40. A negotiated discount below the rack rate. Members pick the rate they want to pay

41. The role that airline reservation systems played

42. Encourage booking by enhancing quality of website - offering lowest price guarantee - letting users research for multiple brands at multiple price points with one click.

43. The lodging industry's oldest and most popular provider of ASP Central Reservations software.

44. Number of guests in hotel

45. More rooms sold than available - done deliberately.

46. Guest without reservations needing rooms

47. Changes in dates - names - numbers - room types etc.

48. More sophisticated - accounting for many issues

49. Sites that search all available websites to present side-by-side comparisons and booking options (kayak - sidestep or travelzoo)

50. Breaks the hotel rates into two categories - GDS and CRAS and looks for the lowest available rate in each of these areas