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CHAPTER 11 Hotel and Lodging Management Individual Series Event

CHAPTER 11 Hotel and Lodging Management Individual Series Event. Description The event consists of a 100-question multiple-choice comprehensive exam and role-plays.

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CHAPTER 11 Hotel and Lodging Management Individual Series Event

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  1. CHAPTER 11Hotel and Lodging Management Individual Series Event • Description • The event consists of a 100-question multiple-choice comprehensive exam and role-plays. • The role-play portion of the event requires participants to accomplish a task by translating what they have learned into effective, efficient, and spontaneous action. • The five performance indicators specify the distinct tasks the participant must accomplish during the role-play. (continued on the next slide)

  2. CHAPTER 11Hotel and Lodging Management Individual Series Event • Description • Students have ten minutes to prepare their strategy for the role-play and another ten minutes to explain their strategy to the judge. • The judge can ask questions during or after the presentation. (continued on the next slide)

  3. CHAPTER 11Hotel and Lodging Management Individual Series Event • Scenario • The Towers Hotel chain has decided to increase its customer service efforts. • To counter the additional costs of the new services, the Towers Hotel has increased room rates by 20 percent. • You must create a promotional strategy that emphasizes all of the new amenities and downplays the increased room rates.

  4. CHAPTER 11Hotel and Lodging Management Individual Series Event • Performance Indicators Evaluated • Determine services to provide to customers. • Demonstrate a customer-service mindset. • Explain the role of customer service in creating an image. • Explain factors affecting pricing decisions. (Pricing) • Explain the types of promotion to be used.

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