DECA Performance Indicators

Question 0

Demonstrate negotiation skills

Answer 0

• Anticipate needs

- Reach an agreement on rates

Question 1

Explain how guests make reservations online

Answer 1

• Make reservations directly from the hotel’s website

- Use online booking agency’s like Expedia and Booking.com

Question 2

Use appropriate assertiveness

Answer 2

• Use assertiveness with guests in certain situations
• Take control
• Refuse unreasonable demands from guests

Question 3

Use conflict-resolution skills

Answer 3

• Listen with empathy
• Offer a solution
• Don’t argue with customer
• Be patient

Question 4

Explain the nature of channel-member relationships

Answer 4

A

Question 5

Explain the nature of marketing plans

Answer 5

• Conducting a Marketing Audit (research step in the planning process)
• Selecting Profitable Target Markets (to create the mix of business that will generate the greatest revenue and will produce the most profit)
• Positioning the property (identity who they are and what they stand for, strengths/weaknesses, and how your business differs from competition
• Establishing objectives and action plans (establish specific marketing goals objectives and goals for each market segment
• Monitoring and evaluating the marketing plan (review plan periodically)

Question 6

Explain the concept of market and market identification

Answer 6

A

Question 7

Detail two types of marketing materials for the lodging facility

Answer 7

A

Question 8

Explain the nature of positive customer relations

Answer 8

• Greet customers and make them feel welcome
• Show them you understand what their needs are
• Help them in any way
• Inform them of what they can expect from you
• Listen to complaints so you know how to improve
• Put the customer first
• Meet their needs

Question 9

Demonstrate a customer-service mindset

Answer 9

A costumer service mindset is an outlook that focuses on creating customer value, loyalty, and trust.

• Be willing to help
• Exceed the customer’s expectations

Question 10

Determine ways of reinforcing the company’s image through employee performance

Answer 10

• Exceed customer’s expectations
• Offer great service
• Employees should be professional

Question 11

Explain the role of customer service as a component of selling relationships

Answer 11

• Customers will be willing to come back if they are treated well
• The hotel will receive repeat business

Question 12

Determine when a room is available for sale

Answer 12

-Check for vacancy through your Property Management System (PMS)

Question 13

Plan strategies for meeting sales quotas

Answer 13

• Call other local businesses who may need lodging services

- Go to hospitals to promote your business and give discounts

Question 14

Describe and explain the concept of promotional methods used by hotels/motels

Answer 14

• Advertise; inform people (online, paper, signs)
• Online marketing
• Promote hotel to local businesses

-Promote employees if they are reliable, delendable, efficient, and good with customers

Question 15

Develop a sales packet for a hospitality industry

Answer 15

A

Question 16

Write persuasive messages

Answer 16

A

Question 17

Explain the concept of price in the hospitality industry

Answer 17

-Season, weather, economy, and demand determine price

Question 18

Coordinate activities in the promotional mix

Answer 18

A

Question 19

Explain key factors in building a clientele

Answer 19

• Promotion of business
• Meet and exceed customer needs and expectations
• Reasonable prices