Podcast
Questions and Answers
What is one of the primary responsibilities of the front office manager (FOM)?
What is one of the primary responsibilities of the front office manager (FOM)?
Which role is responsible for handling guest payments?
Which role is responsible for handling guest payments?
What is a key task of the reservations manager/supervisor?
What is a key task of the reservations manager/supervisor?
Who does the front office manager report to?
Who does the front office manager report to?
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What does the property management system (PMS) primarily manage?
What does the property management system (PMS) primarily manage?
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What responsibility does the reception manager/supervisor have?
What responsibility does the reception manager/supervisor have?
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Which task is NOT associated with the communication department in the front office?
Which task is NOT associated with the communication department in the front office?
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To whom does the reservations staff/clerk primarily coordinate with?
To whom does the reservations staff/clerk primarily coordinate with?
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Which of the following is NOT a reason why guests might be blacklisted?
Which of the following is NOT a reason why guests might be blacklisted?
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What typically confirms a guaranteed reservation at a hotel?
What typically confirms a guaranteed reservation at a hotel?
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What is the first step in the arrival stage of the guest cycle?
What is the first step in the arrival stage of the guest cycle?
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Which of the following is a potential alternative if no room is available at a hotel?
Which of the following is a potential alternative if no room is available at a hotel?
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What is the main purpose of communication for front office staff members?
What is the main purpose of communication for front office staff members?
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What should front office staff clarify during the arrival stage?
What should front office staff clarify during the arrival stage?
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How do front desk personnel demonstrate hospitality to guests?
How do front desk personnel demonstrate hospitality to guests?
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Which department does the front office NOT directly interact with?
Which department does the front office NOT directly interact with?
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What constitutes a non-guaranteed reservation?
What constitutes a non-guaranteed reservation?
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What is the first stage of the guest cycle?
What is the first stage of the guest cycle?
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During which phase of the guest cycle does the front office primarily receive inquiries from guests?
During which phase of the guest cycle does the front office primarily receive inquiries from guests?
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Which aspect is crucial for the front office to fulfill guest requirements?
Which aspect is crucial for the front office to fulfill guest requirements?
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Which method is NOT mentioned as a way for guests to make inquiries for reservations?
Which method is NOT mentioned as a way for guests to make inquiries for reservations?
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What is an essential role of front desk personnel during check-in?
What is an essential role of front desk personnel during check-in?
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What key information is collected for a reservation?
What key information is collected for a reservation?
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What does skipping refer to in the context of blacklisted guests?
What does skipping refer to in the context of blacklisted guests?
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What role does the front office staff primarily play during the guest cycle?
What role does the front office staff primarily play during the guest cycle?
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What do hotels typically offer if there are no available rooms?
What do hotels typically offer if there are no available rooms?
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What does the blacklist in a hotel refer to?
What does the blacklist in a hotel refer to?
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Which of the following is NOT typically recorded in a reservation form?
Which of the following is NOT typically recorded in a reservation form?
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What primarily affects a guest's decision to make a reservation?
What primarily affects a guest's decision to make a reservation?
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What is a common method for making reservation bookings?
What is a common method for making reservation bookings?
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Which of the following should be easily consultable but not accessible to guests?
Which of the following should be easily consultable but not accessible to guests?
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What type of information is NOT likely recorded during the reservation process?
What type of information is NOT likely recorded during the reservation process?
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Which of the following is part of the pre-arrival stage in guest cycle operations?
Which of the following is part of the pre-arrival stage in guest cycle operations?
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What is the first step in the guest's check-out process?
What is the first step in the guest's check-out process?
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Why does the front desk clerk inquire about the quality of products and services?
Why does the front desk clerk inquire about the quality of products and services?
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What is the purpose of returning the hard key during check-out?
What is the purpose of returning the hard key during check-out?
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What does the desk clerk do after asking the guest to return the key?
What does the desk clerk do after asking the guest to return the key?
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What does the desk clerk confirm during the payment process?
What does the desk clerk confirm during the payment process?
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What is a key opportunity for the desk clerk during check-out?
What is a key opportunity for the desk clerk during check-out?
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What should the desk clerk do after bidding farewell to the guest?
What should the desk clerk do after bidding farewell to the guest?
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What is checked during the room check by the housekeeping department?
What is checked during the room check by the housekeeping department?
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Which action is NOT part of the check-out process?
Which action is NOT part of the check-out process?
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What is typically provided to the guest during the review of the folio?
What is typically provided to the guest during the review of the folio?
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Study Notes
Front Office Management
- The Front Office Manager (FOM) is responsible for the front desk and uniformed services
- The FOM is responsible for training front office personnel with the hotel’s Property Management System (PMS) and hotel policy.
- The FOM reports to the Director of the Rooms Division
- The FOM works alongside the Rooms Division Director and Resident Manager to set budgets
- The Reservations Manager or Supervisor is responsible for staff rosters and booking acceptance
- The Reservations Staff or Clerk takes calls for room reservations and inquiries, keeps room inventory records and coordinates with the marketing and sales department
- The Reception Manager or Supervisor trains, supervises and motivates reception staff
- The Reception Manager is responsible for maximizing occupancy and revenue from selling hotel facilities and services
The Guest Cycle
- The Guest Cycle refers to the stages of interaction between a guest and a hotel
- There are four stages to the guest cycle: Pre-arrival, Arrival, Occupancy, and Departure
- The Guest Cycle is a systematic approach to front office operations
Pre-Arrival
- During the Pre-Arrival stage, a guest makes a reservation.
- Reservations can be made by a variety of methods including letters, fax, email, phone, the hotel website, or in person
- All reservation requests need to be recorded on a reservation form
- Reservation forms contain guest information including:
- Guest name, address, and phone number
- Company or travel agency name
- Date of arrival and departure
- Type and number of rooms requested
- Room preferences
- Number of people in the group
- Method of payment
- Special requests
- The Blacklist identifies guests that a hotel does not wish to accept
- The Blacklist should be accessible only to staff and not guests
- Common reasons for Blacklisting include:
- Skipping (running off without paying)
- Violence
- Theft
- Availability: A hotel normally accepts a reservation request if there is an available room
- If a room is not available, a hotel is expected to offer alternatives such as:
- A different type of room
- A different date
- A referral to a companion hotel (sister hotel)
- A Guaranteed Reservation is a reservation where a hotel receives payment whether the guest arrives or not
- A Non-Guaranteed Reservation is a reservation where a hotel has not received any guarantee of payment
Arrival
- The Arrival Stage includes the registration and room assignment process
- Front office staff should determine a guest's reservation status before beginning check-in
- Front office staff are responsible for projecting hospitality at all times by making eye contact, smiling, offering assistance, and so on
- When a guest requests to check in, the reservation is retrieved and reviewed
- The front office staff should clarify any guest queries during the check-in process, especially concerning room rate packages
- The front desk clerk will review the guest's folio for completion, ask about future reservations, and bid farewell to the guest
- The front desk clerk files the guest folio and notifies housekeeping and other departments of they guest's arrival.
Occupancy
- The Occupancy stage begins when a customer enters their room and is in charge of maintaining guest comfort and satisfaction
- The front office staff is responsible for assisting guests with any needs or issues they might encounter
- The front office staff will communicate any guest requests to the appropriate departments
- Front office staff should be aware of any special requests during the Occupancy stage to better cater to the guest
Departure
- The Departure Stage begins when a guest requests to check out.
- The front office clerk should inquire about guest satisfaction with the hotel's products and services
- Guests will be asked to return any hard keys if applicable
- The housekeeping department will be contacted to check the room for damage and losses and mini-bar consumption
- The guest will review and make payment for their folio
- The front office clerk will bid farewell to the guest and file the guest's folio
- Housekeeping and other relevant departments will be informed of the guest's departure to ensure a smooth operation.
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Description
This quiz covers key responsibilities and roles in front office management, including the Front Office Manager's duties and the stages of the Guest Cycle. It details how various staff members contribute to hotel operations and guest interactions. Test your knowledge on these essential concepts in hospitality management.
