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問題一覧
1
CRM platforms typically offer communication tools
improve communication and collaboration
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hospitality business can nurture relationships with their customers
increased customer loyalty
3
components of crm
marketing automation sales force automation contact center automation workflow automation lead management human resource management
4
can automate repetitive tasks to enhance marketing efforts
marketing automation
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related to personalized offers, wishing birthdays, anniversaries
automate communication
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Things to Consider When Using CRM
Define Your Goals Train your staff Indulge in regular monitoring Plan integrations in advance Understand legal aspect
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companies must carefully manage their inventory levels
inventory
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the main goal of a CRM is to provide the best customer experience
define your goals
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is the process of controlling the flow of goods and materials
inventory management
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focuses on strengthening customer relationships
hotel CRM
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to provide a buffer between production and sales
inventory
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track customer interactions and automate
sales force automation
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hospitality CRM helps marketing, customer service, and sales team
work effeciently
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Designed to reduce tedious aspects of a contact center agent's job
contact center automation
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you need to go through basic training to understand the nuances.
train your staff
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your business needs might change from time to time,
indulge in regular monitoring
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include prerecorded audio
contact center automation
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might require additional integrations like call center software
plan integrations in advance
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Systems help businesses optimize processes by streamlining mundane workloads,
workflow automation
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you need to thoroughly check with your vendor regarding all the data privacy protection regulations
understand legal aspect
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assistance provided to customers
hotel customer service
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can need help selecting rooms
guest
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It includes tracking, storage, and distribution of products
inventory management
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THE NEED OF CRM
Track Occupancy Provides a Centralized Database Boost Customer Engagement Enhances Customer Loyalty Boost Conversions Work Efficiently Automate Communication IVR Integration
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4 ASPECT OF INVENTORY MANAGEMENT
Just in time/JIT materials requirement planning/MRP economic order quantity/EOQ day sales of inventory/DSI
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not only helps you in keeping a record
IVR intergration
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Benefits of CRM
Improved Customer Satisfaction Increased customer loyalty Enhanced guest service Improved marketing and sales efforts
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which goods are received from suppliers only
JIT
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to better understand the preferences and needs of their guests.
improved customer satisfaction
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calculated using the average inventory
stock turnover
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CRM platforms offer robust marketing and sales functionalities
improve marketing and sales efforts
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can centralize guest data
enhance guest service
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stock turnover also called as
inventory turnover
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Human errors are inevitable
track occupancy
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system provides complete customer information
hotel CRM
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to be available and present for guests
customer service department
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to reduce inventory holding costs
JIT
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hotel CRM provides you the status of a customer
boost conversions
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Sales leads can be tracked through CRM
lead management
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will improve the relationship between your guests
excellent customer service
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CRM provides a centralized platform
provides a centralized database
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is a system for calculating the materials
MRP
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are more likely to come back and be loyal
satisfied guest
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business use to manage and improve their interactions
CRM
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three primary steps or MRP
-taking inventory of the materials and components on hand -identifying which additional ones are needed -scheduling their production or purchase
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direct connection between your customers and your company
customer service team
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a visitor can be contacted and engaged
boost customer engagement
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CRM software helps you to acquire and retain custom
enhances customer loyalty
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CRM systems help track employee information
human resource management
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can improve your relationships with customers
essential customer service
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is a company's optimal order quantity
EOQ
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also what keeps your customers coming back to your company over time
essential customer service
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where demand, ordering, and holding costs remain constant
EOQ formula
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UNDERSTANDING THE ROLE OF CUSTOMER SERVICE IN HOTEL INDUSTRY
-Providing Quality Service to Guests -Handling Guest Complains and Resolving Issues -Maintaining Positive Customer Relations -Enhancing Customer Satisfaction and Loyalty
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is the average number of days it takes for a firm to sell off inventory
DSI
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is a metric that analysts use to determine the efficiency of sales
DSI
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KEY COMPONENTS OF EXCELLENT CUSTOMER SERVICE IN THE HOTEL INDUSTRY
Communication Skills Empathy and Friendliness Flexibility and Adaptability Attention to Detail Time Management and Organization
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can indicate that a firm is not properly managing its inventory
high DSI
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THE IMPACT OF CUSTOMER SERVICE ON THE SUCCESS OF HOTEL BUSINESSES
Building a Positive Reputation Increasing Customer Satisfaction and Loyalty Attracting New Customers Improving Financial Problems
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BEST PRACTICES FOR PROVIDING EXCEPTIONAL CUSTOMER SERVICE IN THE HOTEL INDUSTRY
-Train Employees on Customer Service Skills -Encourage a Customer – Centric Culture -Implement Feedback Mechanisms for Guest -Monitor and Measure Customer Service Performance
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is the total cost of sales divided by inventory
stock turnover
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measurement how well a supply chain
supply chain performance
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ecompases various aspects
supply chain performance
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SCOR
supply chain operations reference model
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5 key components of supply chain
-planning -sourcing -making -delivery -returning
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three common measures to evaluate supply chain performance
cost speed quality
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expenses incurred by a company
cost
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time taken for an order
speed
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meeting customer expectations regarding products quality
quality
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two categories of supply chain methods
qualitative measures quantitative measures
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customer satisfaction and product quality
qualitative measures
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order to delivery lead time
quantitative measure
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essential part of any company's supply chain
procurement
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four major KPIs
cost saving delivery accuracy supplier compliance cycle time
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implementing an efficient inventory management system
optimizing inventory levels
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the measures taken for gauging different fixed
financial measure
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play a vital role in evaluating performance
financial measures
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commonly used financial metrics
RevPAR ADR Occupancy rate NOI
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provide valuable insights for improving efficiency
financial measures
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may face challenges related to data
financial measures
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Best practices in financial measure
setting defined goals regular monitoring fostering interdepartmental collaboration
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financial measures
cost of raw material revenue from goods sold inventory holding cost transportation cost cost of expired perishable goods cost of goods return by customer cost of goods return by supplier
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Best Practices for Effective Use of Financial Measures
Defined Goals •Establish clear goals and align financial measures to track progress towards achieving them. •Regular Monitoring •Consistently monitor financial measures to identify trends and make timely adjustments to optimize performance. •Interdepartmental Collaboration •Promote collaboration between finance, operations, and marketing teams to ensure a comprehensive and holistic approach to financial performance.
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Challenges in Implementing Financial Measures
Data Accuracy •Obtaining accurate and reliable data is crucial for meaningful analysis and decision-making. •Complexity •Measuring financial performance in the hospitality industry involves considering multiple variables, making it challenging to capture the compl •Industry Variability •Factors such as seasonality, location, and market dynamics require adapting financial measures to suit specific contexts.
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Benefits of Financial Measures
•Data-Driven Decisions •Financial measures provide concrete information to make informed decisions and drive strategic planning in the hospitality industry. •Performance Evaluation •Measuring financial metrics enables benchmarking against industry standards and tracking progress towards goals to ensure continuous improvement. •Investor Confidence •Strong financial performance attracting potential investors and creating opportunities for growth and expansion.
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represents the revenue generated from operations
net operating income
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shows the profitability of a hotel
NOI
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measures the percentage of rooms
occupancy rate
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technology for managing all your company's relationships
CRM
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track customer interactions and automate
sales force automation
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Designed to reduce tedious aspects of a contact center agent's job
contact center automation
92
include prerecorded audio
contact center automation
93
Systems help businesses optimize processes by streamlining mundane workloads,
workflow automation
94
Sales leads can be tracked through CRM
lead management
95
CRM systems help track employee information
human resource management
96
business use to manage and improve their interactions
CRM
97
focuses on strengthening customer relationships
hotel CRM
98
system provides complete customer information
hotel CRM
99
THE NEED OF CRM
Track Occupancy Provides a Centralized Database Boost Customer Engagement Enhances Customer Loyalty Boost Conversions Work Efficiently Automate Communication IVR Integration
100
Human errors are inevitable
track occupancy