Lodging Operations Review

The primary function of a hotel is:

• to run multiple centers of revenue

• provide an outstanding lodging experience

• only allow walk in reservations

• give discounts off rack rate

The role of a GM differs between a large and small hotel in that,

• smaller hotels, the GM may assume several roles

• smaller hotels, the GM has little responsibility

• smaller hotels, the GM doesn't have to make a profit

• smaller hotels, the GM has many assistants

The leaders of each division within a hotel that report to the GM make up the _______.

• Hotel Cabinent

• Verified Staff

• Executive Committee

• Assistant Board

As we've learned in the slides, the _______ begins when the guest contacts the hotel and ends when the guest checks out.

• reservation cycle

• hotel experience

• lodging process

• guest cycle

The front office manager may appoint a _______ to be the first contact for guest, escort them to the check in desk, and assist with luggage.

• concierge

• guest service associate

• housekeeper

• reservation specialist

The act of ______ is trying to get a guest to go with a room with a better view or a larger room for a bigger sale for the hotel.

• upselling

• profit managing

• night auditing

• bartering

_______ tells us how many rooms are booked for a given night.

• Night Audit

• Average Daily Rate

• Room Occupancy Percentage

• Revenue Management

_____ tells us approximately how much revenue a hotel is making per BOOKED room.

• Room Occupancy Percentage

• Night Audit

• Revenue Management

• Average Daily Rate

The highest amount a hotel can charge for a room before any discounts is called _____

• revenue stream

• rack rate

• profit mark

• maximum revenue

Which of these is not an example of safety and security hotels may use?

• In room safes

• metal keys for doors

• security cameras

• smoke detectors