饭店前厅管理 im.docx

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1、Instructors Manual to AccompanyHOTEL FRONT OFFICEMANAGEMENTFifth EditionDr. James A. BardiWILEYJOHN WILEY & SONS, INC.2. Answers will vary according to students research.3. Answers will vary according to students research.4. Residential properties are marketed to people who want a long-term residenc

2、e. Commercial properties are marketed to people who need accommodations for a short stay. Therefore the design of the services at these properties would differ.5. The four most common locations for lodging properties are center city, suburban, airport, and highway. The end destination of the guest i

3、s determined by the purpose of the visit.6. Sales indicators are factors that tell the management and owners of hotels how profitable a property is. Occupancy percentage (how many rooms were sold), average daily rate (the average room rate), yield (how successful the hotel marketing staff and front

4、office staff were in obtaining the highest room rate and most profitable guest), and RevPAR (the amount of dollars each hotel room produces for the overall financial success of the hotel) are examples of sales indicators. Other examples include (GOPPAR) as total gross operating profit per available

5、room per day and RevPAC revenue per available customer.7. Social media can be used by the reservation department to promote social networking of groups who could use hotel facilities for meetings and room nights. The current technology allows hotels to link their reservation system to the social med

6、ia technology to provide flexibility for the consumer and thus increase revenues. Encourage students to think of how they would reach out to potential market segments.8. The four levels of service are full-service, all-suites, select service, and extended stay. Full-service usually refers to offer r

7、eservations, well- appointed room furnishings, dining rooms, banquet rooms, health facilities, concierge, etc.). All-suites refers to a property that offers guests more than just a room. It offers expanded floor space to include a living area, separate sleeping areas, kitchen facilities, etc. It may

8、 also include, in addition to reservations, well-appointed room furnishings, health facilities, etc. Select-service properties offer the guest a sleeping room and a continental breakfast and or complimentary beverages and snacks along with a sophisticated reservation service. Extended stay propertie

9、s offer similar services as do limited-service properties, but they offer full-kitchen facilities and upscale room furnishings and appointments. Also they go above and beyond in offering a “home away from home type services that include shopping for groceries, more complete breakfast and snack servi

10、ces. However, their real competitive edge is offering a scaled rate that goes down as the longer the guest stays at the hotel.9. Hilton offers Homewood Suites, Embassy Suites Hotels, Hampton Inns, Doubletree, and Hilton Hotels; Marriott offers Courtyard by Marriott and Residence Inns; InterContinent

11、als Hotels offers Holiday Inn Express.10. Hotels that are operated under a franchise chain have the rights to operate a hotel under a major hotel brand. The franchisee agrees to operate the hotel under rigid conditions that will insure standard service at hotelsShift #1 Cash Cr CdTOTAL #1$4,822.22$9

12、,068.63$13,890.85$4,822.50$9,068.63$13,891.13-$0.28$0.00-$0.28Shift #2Cash$1,285.93$1,286.00-$0.07Cr Cd$2,418.30$2,418.30$0.00TOTAL #2$3,704.23$3,704.30-$0.07Shift #3Cash$321.48$321.48$0.00Cr Cd$604.58$604.58$0.00TOTAL #3$926.06$926.06$0.00TOTALS$18,521.13$18,521.49-0.36Analysis Cash ReportCash Sis$

13、2,906.98Crd A/R$12,091.50Cash A/R$3,522.65TOTAL$18,521.13Actual AmountDifferenceManagersReportActualBudgetDifferenceROOMS AVAIL1431430ROOMS SOLD9211220ROOMS VAC5131-20ROOMS 0-0-0000ROOMS COMPS000OCC%64.34%78.32%13.99%DBLOCC%8.70%42.86%34.16%YIELD%47.85%60.36%12.51%REVPAR$45.45$57.34$11.89ROOM INC$6,

14、500.00$8,200.00$1,700.00ROOM TAX$650.00$820.00$170.00NO.GUESTS10016060AV. RATE$70.65$73.21$2.56RACK RATE$95.00$95.00$0.00NO-SHOWS21-1POSAmount3. Case Study 1003 - Canton HotelNight Audit - ProofDate$ Actual$BudgetROOM$10,500.00$11,200.00TAX$1,050.00$1,120.00Restaurant #1$850.00$650.00Restaurant #2$1

15、,034.00$1,200.00Restaurant #3$2,896.00$3,200.00TOTAL RST SALES$4,780.00$5,050.00SALES TAX$239.00$252.50Rest Tip #1$127.50$97.50Rest Tip #2$155.10$180.00Rest Tip #3$434.40$480.00TOTAL RST TIP$717.00$757.50Room Srv #1$456.87$500.00Room Srv #2$355.00$450.00Room Srv #3$760.75$1,000.00TOTAL ROOM SRV$1,57

16、2.62$1,950.00SALES TAX$78.63$97.50Room Srv #1 Tip$91.37$100.00Room Srv #2 Tip$71.00$90.00Room Srv #3 Tip$152.15$200.00TOTAL ROOM SRV TIPS$314.52$390.00Banq Bkfst$890.00$450.00Banq Lunch$1,785.71$2,500.00Banq Dinner$4,951.76$7,500.00TOTAL BANQ$7,627.47$10,450.00Banq Bkfst Tip$160.20$81.00Banq Lunch T

17、ip$321.43$450.00Banq Dinner Tip$891.32$1,350.00TOTAL BANQ TIP$1,372.94$1,881.00Banq Bar Lunch$508.75$350.00Banq Bar Dinner$1,907.25$2,500.00TOTAL BANQ BAR$2,416.00$2,850.00ROOM RENTAL$2,000.00$500.00Case 1002 - Canton HotelGoal%93.75%93.75%130.77%86.17%90.50%94.65%94.65%130.77%86.17%90.50%94.65%91.3

18、7%78.89%76.08%80.65%80.65%91.37%78.89%76.08%80.65%197.78%71.43%66.02%72.99%197.78%71.43%66.02%72.99%145.36%76.29%84.77%400.00%Lounge #1$495.00$500.0099.00%Lounge #2$2,951.50$3,500.0084.33%Lounge #3$724.75$450.00161.06%Lounge #4$805.00$750.00107.33%TOTAL LOUNGE SALES$4,976.25$5,200.0095.70%Lounge Tip

19、 #1$49.50$50.0099.00%Lounge Tip #2$295.15$350.0084.33%Lounge Tip #3$72.48$45.00161.06%Lounge Tip #4$80.50$75.00107.33%TOTAL LOUNGETIPS$497.63$520.0095.70%VALET$350.00$400.0087.50%Tele Local$85.00$150.0056.67%Tele Long Dist$241,00$350.0068.86%TOTAL PHONE$326.00$500.0065.20%GIFT SHOP$650.00$500.00130.

20、00%GIFT SHOP SALES TAX$32.50$25.00130.00%VENDING$190.00$250.0076.00%SPA$293.00$650.0045.08%PARKING$627.00$750.0083.60%TOTAL REVENUE$40,610.56$45,293.5089.66%Less Paidoutsvalet$256.00tips$0.00TOTAL PAIDOUTS$256.00Less Discountsroom$85.00food$46.95TOTAL DISCOUNTS$131.95Less Write-offsrooms$0.00food$0.

21、00TOTAL WRITE-OFFS$0.00$387.95$3,759.32$36,851.24Total Paid Out and Noncollect SalesTotal Cash SalesTodays Outstd A/RTotal Revenue$40,998.51Yesterdays Outstd A/R$64,258.18TOTAL OUTSTD A/R$101,109.42CREDIT CARD RECD A/RCASH RECD A/RBAL A/RANALYSIS OF A/RCity LegerDirect BillVisaM/CJCBTotal A/R$22,681

22、.15$5,390.97$73,037.30$90,000.0081.15%$14,671.05$12,784.09$29,712.01$10,254.81$5,615.34$73,037.30BANK DEPOSITANALYSIS OF BANK DEPOSITCash$9,150.29Total Cash SalesVisa$15,685.26Credit Card Recd A/RM/C$4,230.88Cash Recd A/RJCB$2,765.01TTL BANK DEP$31,831.44AMT TR A/R$36,851.24$3,759.32$22,681.15$5,390

23、.97$31,831.44Cashiers ReportActual AmountPOSAmountDifferenceShift #1Cash$6,862.72$6,861.05$1.67Cr Cd$17,010.86$17,010.86$0.00TOTAL #1$23,873.58$23,871.91$1.67Shift #2 Cash Cr CdTOTAL #2$1,830.06$4,536.23$6,366.29$1,829.83$4,536.23$6,366.06$0.23$0.00$0.23Shift #3 Cash Cr CdTOTAL #3$457.51 $1,134.06 $

24、1,591.57$457.51$1,134.06$1,591.57$0.00$0.00$0.00TOTALS$31,831.44$31,829.54$1.90Analysis Cash ReportCash Sis$3,759.32Crd A/R$22,681.15Cash A/R$5,390.97TOTAL$31,831.44Managers ReportROOMS AVAIL ROOMS SOLD ROOMS VAC ROOMS 0-0-0 ROOMS COMPS OCC% DBLOCC% YIELD% REVPAR ROOM INC NO.GUESTS AV. RATE RACK RAT

25、E NO-SHOWSActual200 13565 0 067.50% 14.81% 50.00%$52.50 $10,500.00155 $77.78 $105.004Budget200 15050 0 075.00%50.00%53.33%$56.00$11,200.00225$74.67$105.002Difference015-15 0 07.50%35.19%3.33% $3.50 $700.0070-$3.11$0.00-2VI . Supplementary Student Activities to Enhance Active Learning Outside the Cla

26、ssroomA. Assign students the following project to assist them in gaining additional information on the topics presented in class: Go to the web site or and ask them to look for a recent article on any of the following topics and bring into class fbr “show and tell791. Night audit module of a PMS2. h

27、otel occupancy percentage3. hotel double occupancy percentage4. hotel average daily rate5. revenue management6. RevPARVII Supplementary Website Resources to Enhance Student Active LearningA. Any of the following websites are very good resources for students to gain exposure.1.2.3.An instructor may w

28、ant to assign the student a particular website and ask students to list some features that they found useful.VIII. Supplementary A/V Material Resources to Enhance Student Active LearningA. The following website of the Educational Institute of the American Hotel & Lodging Association provides a listi

29、ng of videos and other educational material that may supplement the students active learning:IX. Quiz Questions - Chapter 101. The night audit is prepared on a basis.a. dailyb. weeklyc. bi-weeklyd. monthly2. The front office manager uses the results of the night audit in which of the following way(s

30、)?a. monitors credit activity of guestsb. projects daily cash flow from room salesc. monitors projected and actual sales for the various departments d. all of the above3. Which of the following steps in the night audit process is out of order?a. Step 1 - Assembling guest charges and paymentsb. Step

31、2 - Reconciling departmental financial activitiesc. Step 3 - Reconciling the accounts receivabled. Step 4 - Running the trial balancee. Step 5 - Posting room and tax charges4. If a hotel holds a credit balance on a guest folio, this means it owes a guest for future services.a. Trueb. False5. A trial

32、 balance helps the night auditor focus on accounts in which charges may have been posted or reported incorrectly.a. Trueb. False6. The goal of preparing the night audit report is which of the following?a. to compare historical datab. to log data for future referencec. to react to the operational fin

33、ancial feedback to improve situationsd. to use information for budgeting7. The cashiers report is composed of which of the following?a. cashb. credit cardsc. PMS totalsd. all of the abovee. none of the above8. A managers report contains occupancy statistics such as occupancy percentage, yield percen

34、tage, average daily rate, and RevPAR.a. Trueb. False9. The daily flash report is a listing of departmental totals by day, period to date, and year to date.a. Trueb. False10. A managers report contains less data than a night audit, but still is helpful to a general manager?a. Trueb. False1 L The corr

35、ect formula to balance a bank deposit is as follows?Total bank deposit-total cash sales+ credit card received A/R-cash received A/R二 0a. Trueb. False12. 400 rooms were sold on May 1 out of 500 rooms available. What is the occupancypercentage?a. 1.25b. 20c. 80d. 3513. $45,345 room income was received

36、 on May 1. What was the average daily rate inquestion 12?a. $113.36b. $90.68c. $75.75d. none of the above14. What is the RevPAR for the hotel in question 12?a. $113.36b. $90.68c. $85.25d. none of the aboveAnswers to Exam Questions - Chapter 108. A9. A10. A11.B12. C13. A14. B1. A2. D3. E4. B5. A6. C7

37、. DChapter 11 - Managing HospitalityI. Instructor to Instructor Chat - This chapter looks at managements role in the delivery of hospitality in a hotel front office. It establishes the framework that must be present for the continual delivery of hospitality.IL Opening Dilemma - This situation sets t

38、he stage for examining the delivery of hospitality. Hospitality just doesnt happen; it results from a well-developed system of people, polices, and procedures.III. Chapter Focus PointsA. Importance of hospitality to the hotel guest and the hotel entrepreneurB. Managing the delivery of hospitalityC.

39、Total Quality Management (TQM) applicationsD. Developing a service management programIV. Classroom PresentationsA. Importance of hospitality1. Define hospitality as the generous and cordial provision of services to a guest2. Discuss examples of hospitality.a. Room accommodationsb. Food and beverages

40、c. Meeting facilitiesd. Reservationse. Information on hotel servicesf. Information on local attractions3. Explore subjective nature of hospitality4. Discuss the financial effect of delivery of poor hospitality - (quotes from Service America! by Albrecht and Zemke)a. 96% of unhappy customers are neve

41、r heard fromb. For every complaint received, the average company in fact has 26 customers with problems, 6 of which are serious problemsc. Complainers are more likely than non-complainers to do business again with the company that upset them, even if the problem isnt satisfactorily resolvedd. The av

42、erage customer who has had a problem with an organization recounts the incident to more than 20 peoplee. Customers who have complained to an organization and had their complaints satisfactorily resolved tell an average five people about the treatment they receivedf. Review the math model in the text

43、 of 68,985 people who will receive a negative impression from the nine people who did not bring their complaint to the surface, yet told their take to other peopleB. Financial effect of delivery of poor hospitality. (Quotes from Service America! by Albrecht and Zemke).1. Define service management pr

44、ogram as a program which highlights a companys focus on meeting customers9 needs and allows a hotel to achieve its financial goals.2. Discuss components of management5 s role:a. Long range commitment to delivery of hospitality as opposed to a short range quick fix.b. John W. Youngs statement from Four Seasons Hotels General measurement (of general managers) is based on detailed employee attitude surveys, conducted by an outside firm as well as s