Midterm Study Sheet - For Hotel Ops

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Hotel Ops Midterm Review Sheet 21/09/2009 14:47:00 LECTURE 1 Types of Quality Levels Luxury o Exclusive, elegant o Upscale o Above average facility o Generally comfortable, simple accommodations Budget/Economy o Modest accommodations Basic Terminology ADR o Total room revenue/ number of rooms occupied o revPAR/ occupancy % Occupancy o Total # occup. Rooms/total # rooms in the hotel RevPAR o Measure of performance o Measure of unit revenue
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o Occupancy% X ADR o Total rooms revenue/ total number of rooms LECTURE 1 REDINGS “The Luxury Touch” 4 Principles that are common to luxury hotels o 1. They create a customer-centered culture that reinforces SERVICE  as a primary VALUE o 2. They use a selection process to have superior sales and support  staff o 3. They constantly retain employees to perpetuate organizational  values o 4. They reward customer-centric behavior   LECTURE 2 Hotel Issues: How to cut costs or improve service in a hotel without decreasing quality Factors to consider o Intangible product o Labor intensive o Employess work for low wages What is quality service? o Difficult to explain o If everything is right, nothing is not done correctly o Quality is an elusive , indistinct contruct   o Not clearly defined
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o It is hard to evaluate than goods quality because of inconsistency 3 Characteristics of Services that make them different from product o 1. Intangibility services are performances o 2. Heterogeneity services are heterogeneous (different) performance varies (from diff ppl) consistency is difficult to assure o 3. Inseparability production and consumption are inseparable quality occurs during service delivery When is the customer’s evaluation of the “quality” of the hotel product  determined? Service Encounter- 3 Stages o 1. Coming together and acknowledgement put parties at ease and allows the encounter to move forward o 2. Some feeling of emotion or inclusion  even if only a feeling that attention is being given o 3. Service provider takes care of a need that the receiver has exchange of some type of emotion with fulfilling a need What is the level of service in a given hotel most obviously reflected in?
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The Room Rate charged for the rom LECURE 2 READINGS “Reengineering the Hotel Organization” Operating Challenges o 1. Identify the process objectives from the customer’s perspective o 2. Describe how the process currently works o Challenge assumptions and come up with a more effective process or  solution
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Midterm Study Sheet - For Hotel Ops

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