Concierge and Guest Services Flashcards

What does REVPOS stand for in hospitality performance analysis?

Answer: Revenue Per Point of Sale

REVPOS (Revenue Per Point of Sale) measures the revenue generated by a specific outlet — such as a restaurant, bar, or spa — per available seat or treatment room. It is used to benchmark and optimize the performance of individual revenue-generating spaces within a hotel.

What is the 'LEARN' model used for in hospitality guest service training?

Answer: A five-step model for handling guest complaints effectively

The LEARN model (Listen, Empathize, Apologize, Resolve, Notify) is a structured approach to handling guest complaints. It guides frontline staff through the process of hearing the complaint, acknowledging the guest's feelings, taking ownership, solving the problem, and following up.

What is 'pre-arrival communication' in modern hotel guest services?

Answer: Contacting guests before their stay to personalize their experience and confirm details

Pre-arrival communication involves the hotel reaching out to guests before their stay (typically 24-72 hours in advance) via email or text to confirm reservations, offer upgrades, collect preferences, arrange transportation, and build anticipation — setting the stage for a personalized experience.

What is a 'butler service' in luxury hotel operations?

Answer: A dedicated personal attendant assigned to provide highly individualized services to specific guests or suites

In luxury hotels, a butler is a dedicated personal attendant assigned to specific suites or VIP guests. They handle a wide range of personalized services including unpacking luggage, drawing baths, arranging in-room dining, managing laundry, making reservations, and fulfilling any personal request.

What is the 'Net Promoter Score' (NPS) and how is it used in hospitality?

Answer: A metric that measures how likely guests are to recommend a hotel to others

NPS (Net Promoter Score) measures guest loyalty by asking one question: 'On a scale of 0-10, how likely are you to recommend this hotel to a friend or colleague?' Scores of 9-10 are Promoters, 7-8 are Passives, and 0-6 are Detractors. NPS = % Promoters minus % Detractors.

What is 'contactless check-in' technology and why has it grown in importance?

Answer: A digital check-in process using mobile apps or kiosks that reduces or eliminates the need for front desk interaction

Contactless check-in allows guests to complete the check-in process digitally via a hotel app, text message link, or self-service kiosk — selecting their room, providing ID and payment information, and receiving a digital room key — all without visiting the front desk.