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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. 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
Overbooking percentage
Spread Rate
Hotelligence Report
Walk-ins
2. Publicly funded - quasi-govermetnal organizations to represent city's hospitality industry. Represent bid for large and small conferences
Where did we steal Yield Management from?
Convention and Vistor Bureaus (CVBs)
Selling Against Room Block
Categories of Group Business
3. Less price sensitive - seek flexibility - weekday travel - book at the last minute - cannot wait for deals
Corporate Guests
Where did we steal Yield Management from?
Independent Reservation Services
Amendments/alterations to the reservation
4. Estimated time of arrival -Special Requests -Smoking preferences -Discounts or Affiliations -Address
Optional Reservation Data
Out of Order Rooms (OOO)
Four primary functions of ASPs
Categories of Group Business
5. More rooms sold than available - done deliberately.
Nests and Hurdles
Overbooking
ASAE
IT packages
6. Sites that are not controlled either by the hotel or the chain. (hotwire - expedia - travelocity - orbitz etc..)
Central Reservation Office (CRO)
Group Business
Third Party Travel Sites
Hotel Web Sites
7. Blanket reservation is made initially. Is adjusted as dates come closer. Convention hotels cooperate to determine 'show rate' of a particular group from past records.
Internet and Web-Based Reservations
Expected Departures
Seamless Connectivity
Adjusting the Room Block
8. The actual office site at which chain reservationists reside.
Components of the Simple Room Count
Central Reservation Office (CRO)
PHASER complete Access Reports
Flat Rate/Run of the House
9. Faster - more accurate - sells more rooms at higher rates
Seamless Connectivity
Walk-ins
Committed Rooms
Role of Yield Management Systems
10. Guest with confirmed/guaranteed booking who does not arrive - but has not cancelled
Internet and Web-Based Reservations
Electronic Switch Technology
Travel Information Management Services (TIMS)
No Show
11. 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)
Out of Order Rooms (OOO)
Application Service Providers (ASPs)
Expected Departures
12. A CRS -GDS connectivity -Connections to 'alternate' distribution systems -Internet Reservations
Unidentified Delegates
Fenced Rates
Four Global Distribution System Providers
Four primary functions of ASPs
13. 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
Committed Rooms
Chain Sites
Role of the Housing Bureau
Selling Against Room Block
14. Software companies that offer a suite of software applications via Internet-based access.
Walk-ins
Nests and Hurdles
Application Service Providers (ASPs)
Reservations to take
15. 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.
Overstay
Electronic Switch Technology
Automated Inventory Tracking System
Internet and Web-Based Reservations
16. The Airlines
No Show
Where did we steal Yield Management from?
Understay
Overbooking percentage
17. Guest who leave earlier than expected
Smith Travel Research's STAR Reports
Role of the Housing Bureau
Walking the Guest
Understay
18. Advanced reservations (the best) -Guaranteed Reservation -Confirmed Reservation
Group Business
Leisure Guests
Selling Against Room Block
Reservations to take
19. Status of rooms sold and available
House Count
Room Count
Flat Rate/Run of the House
Reservations to take
20. Guest without reservations needing rooms
Walk-ins
Expedia Competitive Price Grid Report
Reservations to take
Adjusting the Room Block
21. Temporarily unavailable due to fixable problems. Can be fixed quickly if absolutely essential. Can be sol at a discount if un-fixed - with disclosure.
Optional Reservation Data
Smith Travel Research's STAR Reports
Internet and Web-Based Reservations
Out of Order Rooms (OOO)
22. Guest who arrive days before booking
Early Arrivals
Application Service Providers (ASPs)
Smith Travel Research's STAR Reports
Walking the Guest
23. The lodging industry's oldest and most popular provider of ASP Central Reservations software.
Pegasus Solutions
Optional Reservation Data
Room Count
Committed Rooms
24. A negotiated discount below the rack rate. Members pick the rate they want to pay
How many minutes should it take to process a reservation?
Search Engine Optimization
Spread Rate
Smith Travel Research's STAR Reports
25. Convention guest who try to get a better rate by using other deals
Expected Departures
Internet and Web-Based Reservations
Fenced Rates
Unidentified Delegates
26. Unavailable long-term due to non-fixable problems. Cannot be sold due to unacceptable condition.
Selling Against Room Block
Pegasus Solutions
Out of Inventory Rooms (OOI)
Categories of Group Business
27. 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.
Search Engine Optimization
Hotelligence Report
Reservations to take
Leisure Guests
28. More sophisticated - accounting for many issues
Out of Inventory Rooms (OOI)
Walking the Guest
Travel Information Management Services (TIMS)
Adjusted Room Count
29. Changes in dates - names - numbers - room types etc.
Expedia Competitive Price Grid Report
Expected Arrivals
Room Count
Amendments/alterations to the reservation
30. Guest booked to depart today
Components of the Simple Room Count
Expected Departures
Yield Management Revolution
House Count
31. Number of guests in hotel
ASAE
Walking the Guest
House Count
Early Arrivals
32. 1)Tour Groups 2)Convention Groups 3)Exposition and Trade Shows
Internet and Web-Based Reservations
Seamless Connectivity
Nests and Hurdles
Categories of Group Business
33. In 2001 - Galileo was purchased by Cendant Corporation for $2.9 billion.
What are these global distribution system providers worth?
Spread Rate
Amendments/alterations to the reservation
Chain Sites
34. Continuing guest - as per booking
Stayover
Central Reservation Office (CRO)
No Show
Four primary functions of ASPs
35. History and preferences of that particular guest. Being used more often today
ASAE
Guest History Database
Electronic Switch Technology
Leisure Guests
36. When a person calls directly to the hotel to book their reservations.
In-House Reservation Center
Hotelligence Report
House Count
Yield Management Revolution
37. Speaking the same language within incompatible systems
Electronic Switch Technology
Role of the Housing Bureau
Selling Against Room Block
Overbooking percentage
38. The act of controlling rates and restricting occupancy to maximize gross room revenues
Yield Management Revolution
Committed Rooms
Application Service Providers (ASPs)
Group Business
39. Encourage booking by enhancing quality of website - offering lowest price guarantee - letting users research for multiple brands at multiple price points with one click.
Central Reservation Office (CRO)
Expected Departures
Smith Travel Research's STAR Reports
Chain Sites
40. Very price sensitive - weekend travel - will trade price for restrictions - are motivated by deals
Third Party Travel Sites
Leisure Guests
Central Reservation System (CRS)
Expected Departures
41. 40% of annual marketing budget may be spent on online products. Booking through own website nets more revenue than booking through 3rd party websites.
Hotel Web Sites
What are these global distribution system providers worth?
Where did we steal Yield Management from?
Smith Travel Research's STAR Reports
42. 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
Overbooking percentage
Expedia Competitive Price Grid Report
ASAE
No Show
43. 100 booked - 40 used means 60% attrition - 40% pick-up
Nests and Hurdles
Adjusting the Room Block
Attrition/Pick-Up Rate
Unidentified Delegates
44. Sites that search all available websites to present side-by-side comparisons and booking options (kayak - sidestep or travelzoo)
Spread Rate
Meta-Search Technology
Independent Reservation Services
Overbooking percentage
45. Sending a guest with confirmed or guaranteed booking to another hotel as we are full
Committed Rooms
Walk-ins
Walking the Guest
PHASER complete Access Reports
46. Some get suites - some get singles - all pay same rate
Attrition/Pick-Up Rate
Flat Rate/Run of the House
House Count
Amendments/alterations to the reservation
47. 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
Yield Management Revolution
Components of the Simple Room Count
Corporate Guests
48. Yesterdays stay-overs + today's reserved arrivals
Committed Rooms
Central Reservation System (CRS)
Search Engine Optimization
Stayover
49. Is able to determine the number of rooms available for sale for a given date. Offers various status reports under the reservations module.
Unidentified Delegates
Automated Inventory Tracking System
Categories of Group Business
No Show
50. Use stored data to form rules that govern decisions. Allows for instantaneous response to changing conditions
Role of Yield Management Systems
In-House Reservation Center
Artificial Intelligence/ Expert Systems
Four primary functions of ASPs