emerit Hotel GM / CHGM flashcards
emerit Hotel GM / CHGM · Build recall with a focused review session.
33 cards. Read the term and the definition here. The deck at the top of this page is optional.
- RevPAR
- Total room revenue divided by total available rooms. It equals occupancy multiplied by average daily rate, so it captures both pricing and volume in a single measure.
- GOPPAR
- Gross operating profit divided by available rooms. It shows profit per room after departmental and undistributed operating costs but before rent, interest, tax, depreciation, and amortization.
- Flow-through
- The share of incremental revenue that becomes profit, calculated as change in profit divided by change in revenue. Higher flow-through means added business is converting efficiently.
- Departmental profit
- Department revenue minus that department's direct expenses, such as rooms payroll, laundry, and amenities. Undistributed costs like administration and marketing are excluded.
- RevPAR index
- Hotel RevPAR divided by the competitive set's RevPAR, multiplied by 100. A result above 100 indicates the hotel is capturing more than its fair share of demand.
- Flexed budget
- A budget restated to the actual volume achieved. Comparing actual costs to a flexed budget separates volume effects from genuine cost-control performance.
- Labor cost percentage
- Total labor cost divided by total revenue. A rising percentage means payroll is outpacing revenue and usually signals a productivity or scheduling issue to investigate.
- Segment contribution margin
- Segment revenue minus its variable costs, including commission, loyalty charges, and service load. It is used to compare segments more reliably than headline room rate.
- Net RevPAR
- Room revenue after distribution and acquisition costs, divided by available rooms. It reflects the effect of channel mix on what the hotel actually keeps.
- Competitive set
- The named group of hotels against which a property benchmarks rate, occupancy, and index performance. Membership should reflect genuine demand substitutes, not prestige.
- Capital reserve
- An annual provision, commonly set as a percentage of total revenue, funded to cover furniture, equipment, and system replacement. It protects the asset over its lifecycle.
- Preventive maintenance schedule
- A documented calendar of planned inspections and servicing for equipment and building systems. Completion rates and overdue items are reported as part of asset stewardship.
- Business continuity plan
- Documented procedures for maintaining or restoring critical services after disruption, naming deputies, decision triggers, and communication routes for guests, staff, and owners.
- Service standard
- A written, measurable description of the service a guest should receive at each touchpoint. It enables consistent delivery and objective audit of performance.
- Complaint root-cause analysis
- Grouping complaints by category and cause to identify recurring failures. It converts individual service recovery into structural fixes that reduce repeat complaints.
- Employee engagement score
- A survey-based index of staff commitment and discretionary effort. It is treated as a leading indicator of turnover and guest satisfaction rather than a standalone result.
- Turnover rate
- Departures during a period divided by average headcount. Persistent high turnover raises recruitment and training costs and usually precedes service quality decline.
- Competence framework
- A structured list of the knowledge and skills expected at each role level. It underpins recruitment, induction, development plans, and performance review evidence.
- Statutory compliance register
- A log of legal obligations such as fire safety, food hygiene, licensing, and accessibility, with owners, due dates, and evidence of completion held for inspection.
- Responsible alcohol service
- Policies and training that prevent unlawful or unsafe alcohol sales, including age verification, refusal procedures, staff certification, and incident recording.
- Data protection accountability
- The duty to hold guest and staff data lawfully, with defined retention, access control, breach reporting, and staff training. Accountability stays with management when tasks are delegated.
- Annual operating budget
- The approved financial plan for a financial year, setting revenue, cost, and profit targets by department. It becomes the baseline for monthly variance reporting.
- Forecast re-forecast
- A rolling update of expected full-year results using current bookings and trading. It lets management adjust staffing and costs before the year-end outcome is fixed.
- ADR
- Average daily rate: room revenue divided by rooms sold. It measures achieved price and, combined with occupancy, determines RevPAR.
- Occupancy percentage
- Rooms sold divided by rooms available in the period. It measures volume utilization and must be read alongside rate to judge revenue performance.
- Undistributed operating expenses
- Costs not attributable to a single revenue department, such as administration, sales and marketing, property operations, and utilities. They are deducted after departmental profit.
- Stakeholder reporting
- The scheduled provision of performance, compliance, and risk information to owners, asset managers, and staff. It should be consistent in format so trends are comparable.
- Risk register
- A maintained list of identified risks scored by likelihood and impact, each with an owner, mitigation action, and review date. It is a core governance tool for the GM.
- Incident reporting procedure
- A defined route for recording accidents, security events, and near misses, with escalation times, evidence retention, and review to prevent recurrence.
- Succession and deputy cover
- Named backups for every critical management function, supported by cross-training. It ensures continuity during absence, illness, or emergency.
- Guest satisfaction index
- A composite score drawn from post-stay surveys or review platforms. It is tracked by touchpoint so improvement effort targets the weakest stage of the stay.
- Performance improvement plan
- A written, time-bound set of measurable objectives and support for an underperforming role. It provides fair evidence and a review date before further action.
- Capital expenditure plan
- A multi-year schedule of asset investment ranked by return and condition risk. It links building condition surveys to funding requests made to ownership.