Advanced Bookings
- Enquiries
- Reservation forms
- The black list
- Offering alternatives
- The bookings diary
- Room availability records
- Computerised reservations
Check-In and Related Issues
- Arrival and registration
- Guest in residence
- Departures
Guest Accounting
- Guest accounting
- Methods of payment
Security
- Protecting the guest
- Protecting the hotel
Hospitality
- Guest needs
- Service
- Roles
- Communication
Social Skills
- Behaviour
- Transactional analysis
- Role playing
Sales
- Increasing occupancies
- Increasing average room rates
Marketing Aspects
- Reaching the customer – advertising
- Reaching the customer – intermediate agencies
- Selling to intermediaries
Tariffs
- Cost-based pricing
- Market-based pricing
- Inclusive/non-inclusive rates
Yield Management, Groups etc
- Yield management
- Groups
- Conferences
- Timeshares
Control
- Verification
- Night audit
- Computerised control systems
- Occupancy and revenue reports
- Forecasts
- Other statistics
- Assigning guest satisfaction
Staffing and Equipment
- Staffing
- Computers
Example Candidate Response Booklet
Example Candidate Response (ECR) Booklets are a source of crucial information for Centres and Candidates as they use real candidate responses. We ask Senior Examiners to comment on five or more responses in terms of why the mark was awarded with commentary about how to improve the answer (if necessary).
