Exam 15: Understanding Billing and Financial Operations in the Hospitality Industry

The distribution of charges between a master account and a guest's personal account is called:

"Hotel Reps"are members of Congress who have either a hospitality background or who have received money from PAC's (Political Action Committees) that are funded by the hotel industry.

Even if occupancy is very low, guest-service agents would block rooms early in the day for reservations from:

The airlines, not the hotel industry, created Yield Management Systems.

The folio's opening balance each day is the same as its closing balance on the previous day, and the same can be said about the cumulative balance of accounts receivable.

The authors define total quality management or customer service management as an attitude that has every employee acting like a concierge and thinking like a manager.

When guest and employee meet "eyeball to eyeball", there's an opportunity for service to shine through. That opportunity has been called a:

Explain the differences between:Deluxe Hotels and Economy HotelsType of Hotels and Class of Hotels

Spas are widely available in upscale hotels, but rarely profitable: They're offer merely as a guest service.

Apologies are free so the hotel should offer as many as needed to soften a complaint.

Hotels should never allow guests to settle their folios at any time other than at check-out, when they are actually departing.

Although it is an extreme measure, hotels may lock out guests and/or take their luggage if payment is not forthcoming on reasonable demand.

Recording frequent allowances that correct the same issue enables management to identify areas of operation that need the attention of its customer-relations program.

Overbooking is monitored by the:

Currently, there is a big push by the federal government to make currency more difficult to counterfeit.

U.S. hotel chains appeared in foreign countries when the currencies of those countries were weak; but the reverse happens when the U.S. dollar sinks.

Most city ledger charges enter the city ledger by way of the front office, which transfers the folio balance as the guest checks out.

Which of the following applies to conference centers?

Some city-ledger accounts are permanent, on-going records (credit-card accounts, for example) and some are one-time records (Jones-Smith wedding party, for example).

Room count forecasts are prepared by the reservations department and used by the front desk and by other departments (housekeeping, room service, coffee shop) to forecast labor needs.