Test 1 | HMGT 200 Questions With Complete Solutions
_________ ______ is the number of guests staying in the hotel
who dine in the hotel's restaurant Correct Answers capture rate
"A participatory process that empowers all levels of employees
to work in groups to establish guest service expectations and
determine the best way to meet or exceed those expectations"
Correct Answers TQM (total quality management)
Allows for the hotel company to manage the property for a
period of years
Hotel companies enter into these because less capital is 'tied up'
in managing a property than is required in owning them
These usually state a percentage of sales or operating profit at 2
+ 2 percent Correct Answers management contracts/companies
change in demand, experiences, perception, or conditions
Correct Answers heterogeneity
differences in the service delivery Correct Answers variability
experiential; memories Correct Answers Intangibility
franchisor grants rights to company assets and franchisee
provides start up costs Correct Answers franchises
Guest Perceptions/Satisfaction is impacted by 3 things: Correct
Answers service recovery
, employee response to requests/needs
unprompted/unsolicited employee actions
How is ADR calculated? Correct Answers total room
revenue/total rooms sold = average daily rate
how is GOPPAR calculated? Correct Answers gross operating
profit (revenue-costs)/total rooms available = gross operating
profit per available room
How is OR calculated? Correct Answers total rooms sold/total
rooms available = occupancy rate
How is RevPAR calculated? Correct Answers total room
revenue/total rooms available = revenue per available room
OR
ADR x OR
includes:
client info
room layout/decor
times
headcount
time of meal service
F/B details
service format
_________ ______ is the number of guests staying in the hotel
who dine in the hotel's restaurant Correct Answers capture rate
"A participatory process that empowers all levels of employees
to work in groups to establish guest service expectations and
determine the best way to meet or exceed those expectations"
Correct Answers TQM (total quality management)
Allows for the hotel company to manage the property for a
period of years
Hotel companies enter into these because less capital is 'tied up'
in managing a property than is required in owning them
These usually state a percentage of sales or operating profit at 2
+ 2 percent Correct Answers management contracts/companies
change in demand, experiences, perception, or conditions
Correct Answers heterogeneity
differences in the service delivery Correct Answers variability
experiential; memories Correct Answers Intangibility
franchisor grants rights to company assets and franchisee
provides start up costs Correct Answers franchises
Guest Perceptions/Satisfaction is impacted by 3 things: Correct
Answers service recovery
, employee response to requests/needs
unprompted/unsolicited employee actions
How is ADR calculated? Correct Answers total room
revenue/total rooms sold = average daily rate
how is GOPPAR calculated? Correct Answers gross operating
profit (revenue-costs)/total rooms available = gross operating
profit per available room
How is OR calculated? Correct Answers total rooms sold/total
rooms available = occupancy rate
How is RevPAR calculated? Correct Answers total room
revenue/total rooms available = revenue per available room
OR
ADR x OR
includes:
client info
room layout/decor
times
headcount
time of meal service
F/B details
service format
