1. What is the difference between old and new hotels?
2. Explain in detail what total quality management is and why it is important.
3. How do you measure guest services?
4. Explain how you handle face-to-face guest complaints.
5. Explain the four elements of the Waiting Line Theory (queuing theory).
6. Explain elasticity.
7. Briefly explain the ways that the arrival time affects the rate.
8. Explain two of the three formulas for the calculating room rate.
9. How does the transient ledger differ from the city ledger?
10. How does a guest folio differ from a master folio?
11. What is included on the cashier's daily report?
12. Explain debit cards and smart cards.
13. How does the transient ledger differ from the city ledger?
14. How does a guest folio differ from a master folio?
15. What is included on the cashier's daily report?
16. Explain debit cards and smart cards.
17. Explain the nature of the point-of-sale (POS) system?
18. What does the night auditor do?
19. List and briefly describe the reports the night auditor provides?
20. What are two costs and two benefits of technology in the hotel culture?