Week 3 - Hotels and Hotel Organisation

Transcription

1 Activity: Week 3 - Hotels and Hotel Organisation Learner: Andries Lethole ([email protected]) Tutor: Marlene Knoetze Signup Date: Due Date: Worksheet Score: 77 / 82 [1%] Week 3 - Hotels and Hotel Organisation Contents Worksheet Appendix A - Resources Worksheet This worksheet covers chapters 6 and 7 Chapter Six - Understanding the World of Hotels Tutorial Test for Chapter Six RESULTS Score: [83%] 601 Which of the following hotel strategies was predominant during the 1980s? pamper guests with special amenities and services use architecture and decor to differentiate yourself from competitors emphasize quality service and quality assurance programs build new hotel brands to appeal to more market segments pamper guests with special amenities and services

2 602 Which of the following guest segments usually pays high guestroom rates? government and military travelers leisure travelers regional getaway guests convention and association groups leisure travelers 603 "Guest mix" refers to the: optimum mixture of price, entertainment, and value that will draw the greatest number of guests to a hotel. variety or mixture of guest segments that stay at a hotel. way in which front desk agents, using computerized reservations systems, book guests into a hotel most efficiently. ratio of employees to guests that hotels seek to maintain in order to provide excellent service. variety or mixture of guest segments that stay at a hotel. 604 Most of today s center-city hotels are properties operated or managed by. limited-service; independent operators budget; families full-service; hotel chains none of the above

3 full-service; hotel chains 605 The most expensive hotels to operate are hotels. center-city airport suburban resort resort 606 Historically speaking, tourist courts were the forerunners of today s hotels. suburban center-city highway resort highway 607 Which of the following statements about franchising is true? A "franchisor" is the party granting the franchise. A "franchise" is a group of independent hotels that have banded together for common marketing purposes. A "franchisee" is the initial contract signed by the buyer of a franchise hotel. a and c

4 A "franchise" is a group of independent hotels that have banded together for common marketing purposes. Marking: Incorrect 608 Economy and budget hotels offer guestrooms at percent below prevailing mid-market rates. 20 to to to to to Which of the following statements about conference centers is false? Conference centers almost always have more audiovisual equipment on-site than do other types of hotels. Companies such as American Express and IBM operate their own conference centers. Conference centers almost exclusively book conferences, executive meetings, and training seminars. Executive conference centers are used mostly by academic groups. Executive conference centers are used mostly by academic groups. 610 A timeshare condominium is a type of lodging property in which: guests have the right to share their "time" (the nights they have reserved their rooms) with as many other guests as the room will accommodate at no additional cost. owners, instead of purchasing an entire condominium, purchase a block of time each year during which they own a unit and have the right to stay at the condominium

5 guests who must stay at a hotel for an extended period of time (typically months) for some reason moving to a new city, an extended business trip, and so on can reserve guestrooms at below-market prices. owners purchase the condominium over an extended period of time (longer than the typical 30-year mortgage), during which time the owners and the banks (or other lending institutions) "share" the condominium. owners, instead of purchasing an entire condominium, purchase a block of time each year during which they own a unit and have the right to stay at the condominium. 611 A feasibility study contains: an evaluation of the proposed site and the surrounding area. an analysis of the competition. a recommendation of how big the hotel should be, and the facilities and services it should offer. all of the above. an evaluation of the proposed site and the surrounding area. Marking: Incorrect 612 Which of the following is a hard cost? fees paid to an architectural firm pre-opening expenses the land on which the hotel will be built advertising campaign costs the land on which the hotel will be built

6 Written Submission for Chapter Six RESULTS Score: [100%] Submission Discussion [ :59:04] - Marlene Knoetze Hotel Locations: 4 correct Time Share hotel vs Condominium Hotel: 4 correct Types of Guest: 5 correct Feasibility Study: 2 correct Senior Housing: 6 Hotel Locations Hotels can be found in different locations. List 4 of these hotel locations. [4]

7 Center-city Resorts Suburbian Airport Time-Share hotel vs Condominium Hotel Explain the difference between a time-share hotel and a condominium hotel. [4] A time share hotel is when the owner has a deed to their unit for a fraction of 1/52 times and can use their unit for one week a year. Whereas a condominium hotel the owner owns the unit wholly and can stay at theunit for as long as they want to a year and can have it rented out when they are not using it. Types of Guests Hotels attract guest. List 5 of the different types of guests. [5]

8 1. Corporate individuals 2. Corporate groups 3. Leisure travelers 4. Airline related guests 5. Regional getaway guests Feasibility Study What is a feasibility study? [2] A feasibility study is a market study and a market analysis to determine potential return on an investment

9 Senior Housing List and explain 3 types of senior housing. [6] Indipendant - living units. Indipendant living units are apartments, condominiumsor co-ops who function independantly. Congregate communities. Congregate communities are made up of rental units with tie-ins to services such as meals, housekeeping, transportation and social activities. Continuing care retirement communities. Continuing care retirement communities provide a full range of long-care services, such as home care and independant -living, assisted living and skilled-nursing care. Chapter Seven - Hotel Organisation Tutorial Test for Chapter Seven RESULTS Score: [100%] 701 Front office, reservations, housekeeping, and uniformed service are four departments within a hotel s division

10 rooms accounting security human resources rooms 702 The night audit involves: monitoring internal security devices. verifying that income is properly credited to the division that earned it. a physical inventory of front desk supplies. programming guest wake-up calls for the following morning. verifying that income is properly credited to the division that earned it. 703 What is the formula for calculating a hotel s average daily rate? rooms occupied divided by rooms revenue rooms revenue divided by rooms available, multiplied by 100 rooms occupied divided by rooms available rooms revenue divided by rooms occupied rooms revenue divided by rooms occupied 704 The "capture rate" is the:

11 percentage of hotel guests who eat meals in the hotel. average price of a guestroom over a given period of time. percentage of guests who are return guests. average per-guest charge for food and beverages in a given meal period. percentage of hotel guests who eat meals in the hotel. 705 Which of the following statements about a hotel s catering department is false? Depending on the hotel, the catering manager may report to the food and beverage manager, the director of sales, or the hotel s general manager. Catering sales can represent as much as 75 percent of a hotel s total food and beverage sales. The catering department is an image-maker for a hotel. The catering department plans and puts on food and beverage functions for local banquets booked by the hotel s sales department. Catering sales can represent as much as 75 percent of a hotel s total food and beverage sales. 706 A business operated inside a hotel by an independent operator, from which the hotel receives income, is called a: commission. rental. concession. vendor concession

12 707 Which of the following hotel areas is a cost center? marketing telecommunications concessions, commissions, rentals rooms marketing 708 Which of the following is an element of any comprehensive security program? random guestroom searches employee drug and polygraph tests plainclothes security officers in all public areas emergency evacuation procedures emergency evacuation procedures 709 The Americans with Disabilities Act requires that: numbers on guestroom doors be tactile so that they can be read by touch. hotel restaurants have accessible paths at least 48 inches (121.9 centimeters) wide between tables. all guestrooms have visual fire alarms. hotel parking lots have at least 15 percent of their parking spaces designated as "handicapped" parking. numbers on guestroom doors be tactile so that they can be read by touch

13 710 Those hotel costs that relate to the entire hotel, not one specific department or division, are called: fixed charges. capital costs. overhead expenses. overall costs. overhead expenses. 711 When a hotel guest enters the hotel lounge and orders a glass of wine, the "product" the guest is paying for and expects to receive: is the glass of wine. includes the lounge, the server, and the bartender as well as the glass of wine. includes the server, bartender, and the glass of wine but not the lounge. includes the lounge and the glass of wine but not the server or bartender. includes the lounge, the server, and the bartender as well as the glass of wine. 712 Which of the following is not a method of evaluating quality programs at hotels? guest comment cards mystery shoppers competitor inspectors management by walking around competitor inspectors

14 Written Submission for Chapter Seven RESULTS Score: [89%] Submission Discussion [ :02:43] - Marlene Knoetze Why People Travel: 4 Divisions in F&B Operations: 2 see pg 209 Cost and Revenue: 4 correct Cost Centers: 5 correct Human Resources: 5 correct Security Programme Elements: 4 correct Why People Travel List 5 reasons why people travel. [5]

15 1. Leisure 2. Business 3. Relocation 4. To gather information 5. Divisions in F&B Operations Name and briefly describe the 4 divisions within the F&B operation of a large hotel. [4] 1. Catreting 2. Room Service 3. Procurement 4. Cost and Revenue Explain the difference between a cost center and a revenue center within a hotel. Give an example of each. [4]

16 The difference between cost centers and revenue centers is that cost centers do generate revenue but in an indirect manner by supporting the revenue center to funtion as it does for example the marketing dpartment, whereas the revenue center generates revenue directly for example the restaurant in the hotel. Cost Centers Name 5 cost centers. [5] 1. Marketing and sales 2. Engineering 3. Accounting 4. Human resources 5. Security

17 Human Resources Explain 5 basic functions of the Human Resources division of the hotel. [5] 1. Hiring 2. firing 3. Promoting 4. Salaries 5. Discipline Security Programme Elements Name 4 elements of a comprehensive security programme. [4]

18 1. Identification procedures 2. Safety procedures 3. Security officers 4. Equipment 5. Master keys Course Activity Course Activity 3 RESULTS Score: [100%] Q3 During your practicals you interacted with various types of guests. Categorise them according to their purpose of travel. Use the textbook as a resource. [10] In our hotel there were so many people that i interacted with especially in the restaurant and the type that i came across alot were group travelers that were here on a tour from America

19 The other category of guests that we get at the hotel mostly on weekends are regional getaway guests and we got some that came in for their valentines celebration as well as some that come for annivessary celebrations. My personal favourite to interact to are the business travelers because they are mostly alone alot of the time and they like to speak of their families and how busy they are as they are here.what do i mean by having a personal favourite because it isnt possible to caliberate...i like all of them because they are all interesting and exciting people that need to be shown appreciation at all times. Appendix A - Resources