TOU060 Function and Primary Market Quiz

Questions and Answers

What does 'NO SHOW (NC)' refer to?

Room is reserved but the guest did not show up. (correct)

Guest did not sleep in the hotel bed.

Room is occupied by an officer or staff of the hotel.

Guest posted DND sign.

The ______ report is used to determine the correct status of a room when there is a disagreement.

Room Discrepancy

What does 'SLEEPER LOSS' refer to?

Revenue loss from turning away a guest mistakenly believing all rooms are occupied.

A 'PASS KEY' can open all doors of guestrooms on a particular floor.

False Signup and view all the answers

What are the three acceptable methods of payment mentioned?

Cash, Credit Cards, Direct Billing. Signup and view all the answers

Which of the following is NOT an acceptable form of payment?

Bartering Signup and view all the answers

What is a 'checkout card'?

A card issued to guests who have checked out and settled their accounts. Signup and view all the answers

Internal calls are calls made to the hotel’s PBX.

False Signup and view all the answers

Match the types of calls to their definitions:

Internal Calls = Calls made from an extension line Incoming Calls = External calls made to the hotel’s PBX Outgoing Calls = Can be local, trunk or international calls Signup and view all the answers

What is considered 'Intolerable Service'?

Service that is unbearable. Signup and view all the answers

What type of hotel is generally located in center city for the convenience of the business traveler?

Commercial Hotel Signup and view all the answers

Which type of room is designed primarily for one person?

Single Room Signup and view all the answers

A cabana room usually offers a view of a water body, beach, or swimming pool.

True Signup and view all the answers

What does the term 'extended stay' refer to?

Lodging for long-term accommodations Signup and view all the answers

What are the main departments of the Rooms Division in a hotel?

Housekeeping and Front Office Signup and view all the answers

Which bed type is designed for one person and is usually 36x75 inches in size?

Single Bed Signup and view all the answers

The hotel department that handles the registration of guests is called the ______.

Front Desk Signup and view all the answers

The Presidential Suite is considered the most expensive suite in the hotel.

True Signup and view all the answers

What type of hotel is commonly described as attracting pleasure travelers?

Resort Hotel Signup and view all the answers

What is the purpose of the Front Office department in a hotel?

Providing guest relations and information Signup and view all the answers

A ______ room is designed for two persons and can have a double queen or king bed.

Double Signup and view all the answers

What is one function of the housekeeping department?

To keep the hotel clean and maintain guest rooms Signup and view all the answers

What is the term for a room designed for handicapped guests?

Accessible Room Signup and view all the answers

Study Notes

Hotel Types

Convention Hotel: Designed to host conferences and meetings.
Commercial Hotel: Centrally located to serve business travelers.
Resort Hotel: Attracts pleasure travelers with recreational activities.
Casino Hotel: Offers low-cost lodging options with entertainment.
Extended Stay: Targeted for long-term guests, often known as suite properties.

Hotel Locations

Center City: Situated in urban business districts.
Suburban: Found in suburbs, often near shopping and recreation.
Resorts: Set in scenic areas with abundant recreational options.
Highway: Isolated locations with higher pricing due to less competition.
Airports: Close to airports for convenience to travelers.

Hotel Size Categories

Small: Up to 100 rooms.
Medium: 100 to 200 rooms.
Medium-Large: 200 to 500 rooms.
Large: Over 500 rooms.

Room Types

Single Room: For one person with basic furnishings.
Double Room: For two guests; variants include King and Queen.
Deluxe Room: Offers more amenities, suitable for small families.
Double Double Room: Two double or queen beds for families.
Twin Room: Two single beds for independent guests.
Cabana: Faces water or pools with outdoor space.
Studio: Convertible couch bed with kitchenette.
Suites: Larger rooms with separate living and dining areas, including Penthouse and Presidential Suites.

Rooms Division

Composed of Front Office and Housekeeping: Main employers within the hotel.

Front Office Functions

First point of contact for guests; responsible for room sales, guest service, and financial transactions.

Front Office Sub-Units

Front Desk: Manages guest check-in and communication.
Reservations: Handles room booking.
Bell Service: Assists with guest luggage and errands.
Telephone Exchange: Manages calls and messages.
Concierge: Provides guest assistance with additional services.

Housekeeping Responsibilities

Ensures cleanliness and appearance of all areas.

Sub-Units of Housekeeping

Rooms Maintenance: Manages guestroom upkeep.
Public Areas: Maintains common spaces.
Linen and Laundry: Manages laundry services.

Types of Housekeeping

Domestic: Housekeeping for home settings.
Institutional: Applied in commercial establishments like hotels and hospitals.

Roles in Front Office

Guest services, room sales, record keeping, and cost controls; essential for smooth hotel operations.

Job Descriptions

Various roles from Front Office Manager to Telephone Operator, each with specific responsibilities.

Guest Cycle Phases

Pre-Arrival: Reservations, payments, and assignments.
Arrival: Registration, room assignment, and account creation.
Occupancy: Room status updates and account maintenance.
Departure: Account settlement and guest history creation.

Room Types and Beds

Covers a range from single beds to suites and specific arrangements like sofa beds and rollaway beds.

Room Categories

Includes Standard, Superior, Deluxe, and Executive/Club Floor.

Room Location Classifications

Covers connecting rooms, adjoining rooms, and corner rooms with unique characteristics.

Room Rate Types

Rack Rates: Highest rates for walk-in guests.
Corporate and Commercial Rates: Discounts for regular business clients.
Group and Family Rates: Discounts for bulk bookings or families.

Reservation Process

Involves communication methods, determining availability, and confirming requests.

Reservation Types

Confirmed, guaranteed, and waitlisted reservations.

Registration Process Steps

Identifying guest status, room assignments, credit establishment, and completing check-in.

Room Status Classification

Various statuses for rooms, including occupied clean and out of order, critical for operations.

Payment Methods

Acceptable methods include cash, credit cards, and direct billing options.

Key Levels

Differentiates between various key access levels within hotel operations for security and management.### Room Access and Transfers
Great Grand Master/House Emergency/E Key grants access to all guestroom doors, including double-locked rooms.
Room transfers permitted for guests requesting upgrades or if defects are present in their current room.

Front Office Cashiering

Responsible for ensuring all room sales revenues are accurately received.

Forms of Payment

Acceptable payment methods include:
- Cash
- Credit cards
- Foreign currency
- Cheques
- Traveler's cheques
- Foreign cheques
- Debit cards
- Direct billing

Checkout Process

Checkout cards are issued by front office cashiers to guests upon account settlement.

Communication Systems

PABX (Private Automatic Branch Exchange) connects hotel phones to public exchanges, enabling direct dialing.

Telephone Requests

Common telephone-related requests include:
- Wake-up call
- Call screening
- Do Not Disturb (DND)
- Guest locator (transfers incoming calls to guests)

Call Types

Internal Calls: Calls made from within the hotel’s extension lines.
Incoming Calls: External calls directed to the hotel’s PBX.
Outgoing Calls: Can be local, trunk, international, self-dialed, or operator-assisted.

Call Charge Management

Manual systems calculate charges for billable calls, leading to charge vouchers.
CAS (Call Accounting System): Software in PBX that tracks charges for self-dial calls.

Business Center

Provides facilities such as computers for guests to work while staying at the hotel.

Customer Service Principles

Customer satisfaction is crucial for business success.
Intolerable service is deemed unbearable.
Adequate service does not upset guests but fails to impress them.
Professional service is memorable, encouraging repeat visits.

Customer Complaint Handling – Do’s

Listen attentively and express concern.
Remain calm in difficult situations.
Apologize sincerely for issues faced.
Show empathy towards guests.
Ask questions and take notes for better understanding.
Offer feasible solutions to problems.
Act promptly to resolve issues.
Monitor the situation and follow up with guests.

Customer Complaint Handling – Don’ts

Avoid talking down to guests or making them feel inferior.
Do not take complaints personally.
Refrain from blaming other employees or departments.
Do not place blame on the guests themselves.
Avoid arguing with guests over complaints.

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Description

Test your knowledge on the different types of hotels and their primary functions in the market. This quiz covers convention hotels, commercial hotels, resort hotels, and casino hotels, focusing on their roles in hospitality and tourism. Perfect for students in tourism or hospitality management courses.