Operations Management & Efficiency Flashcards

A front office manager notices that the 6 PM no-show rate averages 18%. Which revenue protection strategy should be applied?

Answer: Implementing strategic overbooking calibrated to the historical no-show rate

Calibrated overbooking offsets predictable no-show attrition, protecting room revenue without significant walk risk when modeled accurately.

In hospitality operations, what does 'CPOR' stand for and what does it measure?

Answer: Cost Per Occupied Room — the total operating cost attributable to each room sold

CPOR (Cost Per Occupied Room) tracks total departmental or property operating costs divided by rooms sold, measuring cost efficiency per unit of output.

A hotel switches from paper-based maintenance requests to a digital work order system. What is the primary operational benefit?

Answer: Faster response times, better task tracking, and improved accountability through real-time visibility

Digital work order systems provide real-time status visibility, prevent tasks from falling through the cracks, and create an auditable history for performance analysis.

Which statement best describes the relationship between employee engagement and operational efficiency in hotels?

Answer: Engaged employees produce higher quality work with lower absenteeism, directly improving productivity and guest satisfaction

Engaged employees make fewer errors, call out less often, and deliver more consistent service, all of which reduce rework costs and improve throughput.

A hotel GM uses a balanced scorecard. Which four perspectives does this framework typically measure?

Answer: Financial, Customer, Internal Processes, and Learning & Growth

The balanced scorecard framework evaluates organizational performance across financial, customer, internal process, and learning & growth dimensions simultaneously.

During a slow business period, a hotel considers reducing housekeeping from daily to every-other-day service for extended-stay guests. What must be evaluated first?

Answer: The impact on guest satisfaction scores, brand standards compliance, and opt-in versus opt-out guest preference

Any service reduction must be weighed against brand standards, guest expectations, and how the opt-in/opt-out design affects acceptance before implementation.

What is the most effective way to reduce 'check-out line abandonment' at the front desk during peak morning hours?

Answer: Offering express checkout via mobile app or folio-review TV systems to deflect queue volume

Self-service express checkout tools reduce demand on the front desk queue by enabling guests to settle accounts without physical interaction.