ROOMSDIV- PRELIMS

Question 1

most establishments are focused on ___ and ___ to maximize sales and the cost of operation is often not given equal attention.

Answer 1

marketing
promotion

Question 2

how to determine if hotels are gaining sales?

Answer 2

1. occupancy statistics
2. hotel revenue statistic

Question 3

refers to the number of rooms occupied within the day of operation

Answer 3

occupancy statistics

Question 4

formula for occupancy statistics:

Answer 4

%occupancy= rooms occupied/ total rooms available

Question 5

this indicates the profitability of one room sold on the day of operation

Answer 5

hotel revenue statistic

Question 6

this is reflected in the daily rate of the room

Answer 6

hotel revenue statistic

Question 7

TRUE/ FALSE: There may be some rooms that are less popular but more profitable
because the cost is high yet they can be sold at higher prices.

Answer 7

FALSE (high- low)

Question 8

how to compute for ADR (average daily room rate):

Answer 8

ADR= total rooms revenue/ total no. of rooms sold

Question 9

meaning of PMS

Answer 9

property management system

Question 10

this is a computed-based application

Answer 10

PMS (property management system)

Question 11

enumerate PMS’ computer- based applications:

Answer 11

• general management
• reservations
• rooms management
• guest account

Question 12

increases room revenue by using a demand-forecasting technique

Answer 12

yield management

Question 13

yield management is based on the economies of ___

Answer 13

supply and demand

Question 14

pricing under yield management is based on:

Answer 14

1. trends of demand
2. type of room occupied

Question 15

this exists when 2 or more parties have differing needs, wants, goals, or values and express those differences

Answer 15

conflict

Question 16

it may or may not result in an argument, dispute, or quarrel

Answer 16

conflict

Question 17

__ does not just occur when there is an obvious agreement

Answer 17

conflict

Question 18

In workplace, ___ may result in effort being purposely made by one person or group to block the efforts of another, or in one person or group setting what they
want at expense of another.

Answer 18

conflict

Question 19

how to handle conflict as a supervisor or manager?

Answer 19

1. be aware of what is happening around you
2. identify signs that problems are developing and conflict may arise from those problems
3. be assertive when communicating with the team

Question 20

signs of potential workplace conflict

Answer 20

• members have minor disagreements
• individual members arrive late
• customers become agitated when interacting with staff

Question 21

five (5) stage of conflict

Answer 21

1. discomfort
2. incident
3. misunderstanding
4. tension
5. crisis

Question 22

• things don’t feel right
• you feel uncomfortable but may not be sure why
• difficult to identify the
  problem

Answer 22

discomfort

Question 23

• short sharp exchanges occur without lasting internal reaction
• something has occurred that leaves you feeling irritated or with a result you did not want.

Answer 23

incidents

Question 24

• motives or facts may be confused or misconceived
• your thoughts keep returning to the problem

Answer 24

misunderstanding

Question 25

- negative attitudes and fixed opinions weigh down relationships - there are significant changes in the way you react to or feel about others.

Answer 25

tension

Question 26

- behavior is affected - extreme gestures may be used - you are dealing with a major event such as a team member resigning or being fired

Answer 26

crisis

Question 27

TRUE/ FALSE: the attitude you take as a supervisor/ manager will affect the outcomes.

Answer 27

TRUE

Question 28

this involves thinking that you will lose anyway, the crisis may develop, especially if your team members need you to intervene.

Answer 28

aggressiveness

Question 29

you are going to lose and you expect the other party to win

Answer 29

lose-win attitude

Question 30

- you are seeking for both parties to win - you will use mutual problem solving techniques and tension will lessen.

Answer 30

assertiveness

Question 31

an assertive attitude often called ___ expects all parties involved in the conflict to win.

Answer 31

win-win

Question 32

our way of thinking how we assess and approach life and work on a daily basis

Answer 32

attitude

Question 33

these are our personal principles and standards that follow fairly consistently as these are more deeply held than attitudes.

Answer 33

values

Question 34

TRUE/ FALSE: beliefs are more deeply held than attitude.

Answer 34

FALSE (beliefs- values)

Question 35

____ may be based on our culture and religion.

Answer 35

beliefs

Question 36

six (6) workplace factors in conflict:

Answer 36

1. poor workplace layout, lighting, or temperature 2. lack of equipment 3. poor maintenance of equipment and workplace 4. lack of training and skills 5. understaffing 6. inadequate breaks

Question 37

eight (8) ways on how to handle/ resolve conflicts:

Answer 37

1. talk with the other person 2. focus on behavior & events, not personality 3. listen carefully 4. identify points of agreement and disagreement 5. prioritize areas of conflict 6. develop a plan to work on each conflict 7. follow the plan 8. build on your success