HRTM 260 1st Edition Exam # 1 Study GuideChapter 1- Hotel Size Categorieso They categorize this way so hotels of the same size can compare statisticso Under 150 roomso 150 to 299 roomso 300 to 600 roomso More than 600 rooms- Types of Hotelso Commercial hotels (also called transient hotels), Airport hotels, Suite hotels (largest growing segment), Extended-stay hotels (5+ days, like suites but with more kitchen amenities), Residential hotels (can look like a condo, meant for very long stays), Resort hotels, Bed-and-breakfast hotels- Levels of Serviceo World-class serviceo Upscaleo Mid-range serviceo Economy/limited service- Ownership and Affiliation Categorieso Independent hotels – usually small and family owned, have more freedom o Chain hotels Management contract Franchise Referral group – chain hotels buy products in bulk + share them- Categories of Guestso Business, Pleasure/leisure, Group, Internationalo SMERF (Sport, Military, Education, Religion, Fraternal)Chapter 2- Mission Statemento A document that states the unique purpose that sets a hotel apart from other hotels Addresses the interests of guests, management, and employees)o Marriott – Our commitment is that every guest leaves satisfiedo Hilton – Our goal is to fill the earth with the light and warmth of hospitality- Revenue Centerso Front office, Food and beverage outlets, Catering, Room service, Retail storeso Casino hotels are the only hotels whose ultimate goal is not heads in beds. The majority of their revenue is generated through gaming.- Support Centerso Housekeeping, Accounting, Engineering and maintenance, Human resources- Rooms Divisiono Front office Front desk Reservations Telecommunicationso Uniformed services Bell attendants Door attendants Valet parking attendants Transportation personnel Conciergeso Housekeeping- Other Hotel Divisionso Food and beverage, Sales and marketing, Revenue management, Accounting, Engineering and maintenance, Security, Human resources, Retail outlets, Recreation, Casino- Traditional Front Office Functionso Reservations, Registration, Room and rate assignment, Guest services, Room status, Maintenance/settlement of guest accounts, Creation of guest history records- Typical Front Office Positionso Front desk agent, Cashier, Information clerk, Telephone operator, Reservations agent, Bell attendant- Job Descriptionso Outlines reporting relationships, Lists job tasks, Lists additional responsibilities, Describes working conditions, Lists job equipment and materials, Lists other important informationo Used to:, Evaluate job performance, Train/retrain employees, Avoid duplication of duties, Ensure tasks are performed, Determine staffing levels- Job Specificationso Lists needed personal qualities, Lists needed skills, Lists needed traits, Spells out management’s expectationso Factors considered:, Formal education, Work experience, General knowledge, Previous training, Physical skills, Communication ability, Equipment skillsChapter 3- The Guest Cycleo Pre-arrival, Arrival, Occupancy, Departure- Room Status Termso Occupied, Complimentary, Stayover, On-change, Do not disturb, Sleep-out, Skipper, Sleeper- Room Typeso Single, Double, Triple, Quad, Queen, King, Twin, Double-double- Types of Telephone Callso Local, Direct-dial long-distance, Calling card, Credit card, Collect, Third-party, Person-to person- Telecommunications Equipmento PBX system – Property Boarding Exchange******o Call accounting system: Guestroom phones, Pay phones, Pagers/cell phones- Property Management Systemso Software Packages Reservations management Rooms management Guest account management General managemento Back office interfaces, System interfaces, Sales automation systems- Front Office Software Packageso Reservations management, Rooms management, Guest account management, General management- Reservations Management Softwareo Availability/forecasting, Reservation records, Reservation confirmations, Room pricing, Revenue management- Rooms Management Softwareo Room status, Registration, Room assignments, Room rate information- Guest Account Management Softwareo Folio management, Credit monitoring, Transaction tracking- General Management Softwareo Revenue analysis, Operating statistics, Financial analysis, Guest history- Back Office Interfaceso General ledger accounting software Accounts receivable, Accounts payableo Human resources software Payroll accounting, Personnel recordkeeping, Labor scheduling RETS - Risk Management – all employees must abide by the law- Employee Negotiations – EEOC, harassment issues- Training – orientation- Staffing EEOC – Equal Employment Opportunities Commissions- Protects your rights Mack Stone – VP/GM of the Columbia Convention Centero Financial reporting software Chart of accounts, Balance sheets, Income statements, Transaction analysis RFP – request for proposalo Inventory control software Stock levels, Purchase order system, Stock rotation scheduling- System Interfaceso Non-Guest-Operated Interfaces Point-of-sale system, Call accounting system, Electronic locking system, Energy management systemo Guest-Operated Interfaces In-room folio review and check-out, In-room entertainment system, In-room vending machines, In-room fax machine, Centralized printer/server, High-speed Internet access- Revenue Managemento Average daily rate (ADR)o Occupancy %o Revenue per available room (RevPar)Chapter 4– Reservations- Guaranteed Reservationso Prepayment, Credit and debit cards, Advance deposit, Voucher/miscellaneous charge order (MCO), Corporate- Distribution Channelso Property reservations department, Central reservations systems, Cluster reservations office, Global distribution systems, Intersell agencies, Internet distribution systems- Property-Direct Reservationso Telephone, Mail, Property website, Property-to-property, Faxes, Other sources- Central Reservations Systemso Affiliate reservation network (hotel chains)o Non-affiliate reservation network The Leading Hotels of the World Preferred Hotels & Resorts Worldwide Distinguished Hotels- Global Distribution Systemso SABRE (one of the biggest), Galileo International, Amadeus (located in Spain, one of the biggest in Europe), WorldSpan (owns Orbitz)- Reservation Recordo Guest name, Home/billing address, Telephone number, Company name and