CH 3 (more) – Flashcards
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Revenue management
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is used to maximize room revenue at a hotel
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Both Cesar Ritz and Auguste Escoffier were dismissed from the ________ hotel in 1897
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Savoy
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Jay Pritzker purchased the Hyatt House motel in
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1957
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In 1982 the HOBIC was introduced. HOBIC stands for
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Hotel Billing Information Center
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In_______ the first models of telephone systems were introduced to guestrooms
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1972
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Revenue per available room (REV PAR) was developed by
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Smith Travel Research
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The concierge's organization, which promotes high professional and ethical standards, is the
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Both Union Professionnelle des Portiers des Grand Hotels and Clefs d'Or
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OSHA stands for
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Occupational Safety and Health Administration
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The term PBX stands for
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Private Brand Exchange
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A comprehensive security plan includes all of the following EXCEPT:
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hazardous waste reduction procedures
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Trends in hotel and rooms division operations includes all of the following EXCEPT:
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capacity control
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US Senate Bill 198, known as _____________, has heightened awareness of the storage, handling, and use of dangerous chemicals
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Employee Right to Know
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Hotels balance their accounts ___________ of each day
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at the end
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The Hyatt Hotels Corporation is characterized by a __________ management approach
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decentralized
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The highest rate quoted for a guestroom is known as the
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rack rate
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Eco Efficiency is also generally coined
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green
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Property management systems were established in the 1990s so guests could use their smartphones to view their bills online
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FALSE
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The executive committee is made up of directors from the various divisions within the hotel and typically meets weekly to discuss many topics such as guest satisfaction, employee satisfaction, training and
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occupancy forecast
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In order to be successful, a GM needs to have a broad range of personal qualities. Which of the following is not one of the qualities most listed by other GMs?
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Micromanaging
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The first direct contact a guest often has with a hotel is with the reservations department.
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TRUE
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Yield management practices were designed to maximize revenue based on fluctuating demand. The practice of yield management originated in the ___________ industry
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airline
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A hotel is made up of several businesses, also known as revenue or cost centers
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TRUE
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The goal of the reservation department is to sell all of the hotel rooms for the maximum possible price while:
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avoiding guest resentment at being overcharged
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The professional organization for concierges is known as the Clefs d'Or, which promotes the highest professional and ethical standards within the industry
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TRUE
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The executive committee is responsible for making all the major decisions affecting the hotel
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FALSE
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The rooms division includes the room service (or in-room dining) department along with reservations, guest services, and security.
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FALSE
