New User Special Price Expires in

Let's log you in.

Sign in with Facebook


Don't have a StudySoup account? Create one here!


Create a StudySoup account

Be part of our community, it's free to join!

Sign up with Facebook


Create your account
By creating an account you agree to StudySoup's terms and conditions and privacy policy

Already have a StudySoup account? Login here

Lodging Management

by: Rene Dickinson

Lodging Management HMGT 2100

Rene Dickinson
GPA 3.8

Alleah Crawford

Almost Ready


These notes were just uploaded, and will be ready to view shortly.

Purchase these notes here, or revisit this page.

Either way, we'll remind you when they're ready :)

Preview These Notes for FREE

Get a free preview of these Notes, just enter your email below.

Unlock Preview
Unlock Preview

Preview these materials now for free

Why put in your email? Get access to more of this material and other relevant free materials for your school

View Preview

About this Document

Alleah Crawford
Class Notes
25 ?




Popular in Course

Popular in Human Development

This 3 page Class Notes was uploaded by Rene Dickinson on Sunday October 11, 2015. The Class Notes belongs to HMGT 2100 at East Carolina University taught by Alleah Crawford in Fall. Since its upload, it has received 25 views. For similar materials see /class/221286/hmgt-2100-east-carolina-university in Human Development at East Carolina University.


Reviews for Lodging Management


Report this Material


What is Karma?


Karma is the currency of StudySoup.

You can buy or earn more Karma at anytime and redeem it for class notes, study guides, flashcards, and more!

Date Created: 10/11/15
Guaranteed Reservations holding a credit card or prepayment NonGuaranteed Reservations a hotel will hold a room for you until a certain time The Reservation Process Inquiry finding what the customer needs and then selling the room Confirmation Maintenance anything after confirmation is considered maintenance Avenues for reservation booking Central Reservation Systems affiliate networks and nonaffiliate networks affiliate networks Nonaffiliate networks Both networks are linked to the hotel PMS through a network that communicates reservation transaction as they occur Global Distribution Systems CRS connect with one or more GDS Largest and best known SABRE Galileo Amadeus and WorldSpan lntersell Agencies CRS that contract to handle reservations for more than one product line llone call does it allquot Property Direct phone mail email or fax Internet options internet based travel agency Expedia that utilizes GDS Property Management System a computerized system to record guest reservations financial information and other data related to the operation of a hotel s front office 3 Phase System 1 PreSales Phase we create the awareness of our hotel 2 Sales Phase signing the contract 3 PostSales Phase Anything done after signing the contract and servicing the event Leadership Types Autocraticleadership approach that emphasizes a lldo it my wayquot philosophy doesn t produce team players Bureaucratic leadership approach that emphasizes a lldo it by the bookquot philosophy does not motivate employees Democraticleadership approach that emphasizes a lllet s determine the best way to do itquot philosophy LaissezFaire approach that emphasizes a lldo it the way you want to do itquot approach creates employees that become independent 2 Theories of Motivation Herzberg s 1 Motivational Factors an internal force that drives employees to do something to reach a goal they provide the conditions necessary to motivate employees 2 Maintenance Factors do NOT motivate employees Maslow s Hierarchy of Needs 1 Physical Needs Safety and Security Social Needs SelfEsteem ex Awards recognition SelfFulfillment when a person is satisfied with themselves in life 9159quot Block Rooms reserved exclusively for members of a specific group Used as in quotWe need to create a block of 50 rooms for May 10 h and 11 h for the Society of Antique Furniture Appraisersquot Pickup The actual number of rooms purchased by a client in a specific time period Used as in quotWhat was the Florida Furniture Society s total room pickupquot Attrition the difference between the original request of group rooms and the actual pickup of a group For example a group might reserve 100 rooms but actually use only 50 rooms Because the room rate quoted to the group was based upon the revenue generated from the 100 rooms the hotel s standard group contract may require in such a case that the group pay a penalty for its failure to purchase the number of rooms it originally agreed to purchase Tools for Marketing 0 Advertising portray your product in a good light billboard etc 0 Promotion special packaging of products or services ex An ad in a paper 0 Publicity free can be positive or negative when actresses or actors talk about who they are wearing on the red carpet 0 Lead RFP request for proposal Lead info about a potential sale 0 SalesCall 0 Networking 0 Cold Calling just calling people without any leads not very efficient 0 Drop In not having permission to be there businesses will come in to try to sell things solicitating Complaint Management one pa rt of service recovery Service Recovery to have a response ASAP to keep the guest satisfied etc Types of Complaints 0 Mechanical problems with tangible items 0 Attitudinal brought about by hotel staff interaction o Servicerelated problems problems from what a guest expects and what a guest receives 0 Unusual issues that hotels have no control over ex Natural disaster The Guest Cycle 0 Prearrival using the information collected during the reservation process to ready the registration card assign room numbers and print any waiting messages or take packages to the assigned room 0 Arrival and Stay 0 Correctly registering guests is a fivestep process that consists of Greeting the guest Confirming the information on the registration record Securing a form of payment Room assignment Issuance of room keys 0 Departure 0 The actual settlement of the guest s bill includes confirmation of the guest s identity presentation of a copy of the bill for the guest s inspection processing the guest s payment revising the room s status in the PMS to designate the room as vacant and ready to be cleaned Revenue Management designed to measure revenue achievement Yield the ration of actual room revenue to potential room revenue Actual room revenue is the revenue generated by number of rooms sold Potential room revenue is the amount of money that would be received if all rooms were sold at their rack rate or potential average rate YIELD OCCUPANCY X ACHIEVEMENT FACTOR


Buy Material

Are you sure you want to buy this material for

25 Karma

Buy Material

BOOM! Enjoy Your Free Notes!

We've added these Notes to your profile, click here to view them now.


You're already Subscribed!

Looks like you've already subscribed to StudySoup, you won't need to purchase another subscription to get this material. To access this material simply click 'View Full Document'

Why people love StudySoup

Steve Martinelli UC Los Angeles

"There's no way I would have passed my Organic Chemistry class this semester without the notes and study guides I got from StudySoup."

Jennifer McGill UCSF Med School

"Selling my MCAT study guides and notes has been a great source of side revenue while I'm in school. Some months I'm making over $500! Plus, it makes me happy knowing that I'm helping future med students with their MCAT."

Bentley McCaw University of Florida

"I was shooting for a perfect 4.0 GPA this semester. Having StudySoup as a study aid was critical to helping me achieve my goal...and I nailed it!"


"Their 'Elite Notetakers' are making over $1,200/month in sales by creating high quality content that helps their classmates in a time of need."

Become an Elite Notetaker and start selling your notes online!

Refund Policy


All subscriptions to StudySoup are paid in full at the time of subscribing. To change your credit card information or to cancel your subscription, go to "Edit Settings". All credit card information will be available there. If you should decide to cancel your subscription, it will continue to be valid until the next payment period, as all payments for the current period were made in advance. For special circumstances, please email


StudySoup has more than 1 million course-specific study resources to help students study smarter. If you’re having trouble finding what you’re looking for, our customer support team can help you find what you need! Feel free to contact them here:

Recurring Subscriptions: If you have canceled your recurring subscription on the day of renewal and have not downloaded any documents, you may request a refund by submitting an email to

Satisfaction Guarantee: If you’re not satisfied with your subscription, you can contact us for further help. Contact must be made within 3 business days of your subscription purchase and your refund request will be subject for review.

Please Note: Refunds can never be provided more than 30 days after the initial purchase date regardless of your activity on the site.