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Hotel Operations
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Avg score: 5% • Most missed: “Minimize complaints by informing about potential problems”
Hotel Operations
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25 Questions

1. Willingness to help promptly

2. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person

3. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise

4. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions

5. Warm - heartfelt response

6. Given to guests to verify name - room number and rate--corresponding to information on the registration card.

7. The room is not ready!

8. In the U.S. we do not ask for a lot of information to put on it - but in Europe and South American they ask for a lot of information

9. Noise - Temperature and Darkness

10. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.

11. Tangibles -Reliability -Responsiveness -Assurance -Empathy

12. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...

13. 1) Solving the problem 2) Retaining the goodwill of the customer

14. Energy and other non-room surcharges.

15. Give no discounts - but give special benefits to those paying rack rate

16. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service

17. The average room rate should equal $1 per $1000 of construction costs

18. Tend to represent only extreme cases-confidential to management

19. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.

20. Assumes that at 70% occupancy - each room category is occupied at 70%

21. Minimize complaints by informing about potential problems

22. Inspectors hired by outsiders or by hotel itself

23. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.

24. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services

25. Building - landscape - deocr and furnishings

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