HFT 1000 Final Exam (All Solutions are 100% Correct)

Full Service Hotels correct answers a sample of all the moving parts in a hotel offerings range form minimal to opulent, depending on the service level of the hotel Managing a Hotel correct answers the focus is the guest, the employees, and the investors satisfied guests= revenue Priorities of Hotel Management correct answers happy guests spend more money satisfied and engaged employees make guests happy Moments of Truth correct answers quality is 100% subjective -"take care of your employees and they will take care of your customers" Organizational Structure correct answers full service hotels are organized into two operating divisions: rooms division and food and beverage division General Manager correct answers depending on the size of hotel- GM is directly responsible for varying degrees of room division (smaller hotel, the larger the GM's operational responsibilities) Director of Operations correct answers the larger the hotel, the more rooms responsibilities are delegated Sales Wing and Revenue Management correct answers -may combine responsibilities -the sales and marketing dept. is the liaison between sales and rooms (how rooms are sold directly affects how rooms must be managed) Housekeeping Division correct answers is the rooms division's largest variable cost Guest Services dept correct answers Guest Services Dept. build positive relationship with guest First on-site moment of truth occurs with the bell services team- front door greeters and baggage help Guest services are responsible for communicating with the guest and providing any and all info the guest may need or want Night Audit Team correct answers works overnight usually 10 or 11pm through 7am important time to update all guest room charges/status, prepare for check-outs and check ins, basic accounting procedures, daily revenue reports Concierge Service correct answers provides assistance, advice, support to hotel guests regarding activities at/near hotel -nearby restaurants, attractions, and has close networking with those businesses Reservations and Revenue managment correct answers often the very first moment of truth is the call to a hotel