Front Office Management and Guest Cycle
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Front Office Management and Guest Cycle

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Questions and Answers

What is one of the primary responsibilities of the front office manager (FOM)?

  • Oversee guest entertainment
  • Train front office personnel on the property management system (correct)
  • Establish relationships with guests
  • Organize hotel maintenance schedules

    • Which role is responsible for handling guest payments?

  • Reservations clerk
  • Reception manager
  • Front office manager
  • Night auditor (correct)

    • What is a key task of the reservations manager/supervisor?

  • Maximize guest satisfaction
  • Organize staff duty rosters (correct)
  • Train front desk staff
  • Coordinate with housekeeping

    • Who does the front office manager report to?

    <p>Director of the Rooms Division</p> Signup and view all the answers

    What does the property management system (PMS) primarily manage?

    <p>Reservation and registration databases</p> Signup and view all the answers

    What responsibility does the reception manager/supervisor have?

    <p>Maximize revenue from selling hotel services</p> Signup and view all the answers

    Which task is NOT associated with the communication department in the front office?

    <p>Handling payment disputes</p> Signup and view all the answers

    To whom does the reservations staff/clerk primarily coordinate with?

    <p>Marketing and sales department</p> Signup and view all the answers

    Which of the following is NOT a reason why guests might be blacklisted?

    <p>Late check-ins</p> Signup and view all the answers

    What typically confirms a guaranteed reservation at a hotel?

    <p>Confirmation letter sent</p> Signup and view all the answers

    What is the first step in the arrival stage of the guest cycle?

    <p>Registration</p> Signup and view all the answers

    Which of the following is a potential alternative if no room is available at a hotel?

    <p>Referring to a companion hotel</p> Signup and view all the answers

    What is the main purpose of communication for front office staff members?

    <p>To complete their job responsibilities</p> Signup and view all the answers

    What should front office staff clarify during the arrival stage?

    <p>Guest's reservation status</p> Signup and view all the answers

    How do front desk personnel demonstrate hospitality to guests?

    <p>Maintaining eye contact</p> Signup and view all the answers

    Which department does the front office NOT directly interact with?

    <p>Catering</p> Signup and view all the answers

    What constitutes a non-guaranteed reservation?

    <p>A booking without payment confirmation</p> Signup and view all the answers

    What is the first stage of the guest cycle?

    <p>Pre-Arrival</p> Signup and view all the answers

    During which phase of the guest cycle does the front office primarily receive inquiries from guests?

    <p>During the reservation process</p> Signup and view all the answers

    Which aspect is crucial for the front office to fulfill guest requirements?

    <p>Effective communication with other departments</p> Signup and view all the answers

    Which method is NOT mentioned as a way for guests to make inquiries for reservations?

    <p>Telegraph</p> Signup and view all the answers

    What is an essential role of front desk personnel during check-in?

    <p>Projecting hospitality towards the guest</p> Signup and view all the answers

    What key information is collected for a reservation?

    <p>Room preferences</p> Signup and view all the answers

    What does skipping refer to in the context of blacklisted guests?

    <p>Leaving without paying</p> Signup and view all the answers

    What role does the front office staff primarily play during the guest cycle?

    <p>Liaisons between guests and hotel services</p> Signup and view all the answers

    What do hotels typically offer if there are no available rooms?

    <p>Different types of rooms or dates</p> Signup and view all the answers

    What does the blacklist in a hotel refer to?

    <p>A record of guests the hotel does not wish to accept</p> Signup and view all the answers

    Which of the following is NOT typically recorded in a reservation form?

    <p>Favorite food</p> Signup and view all the answers

    What primarily affects a guest's decision to make a reservation?

    <p>Ease of making reservations and staff interactions</p> Signup and view all the answers

    What is a common method for making reservation bookings?

    <p>Via telephone</p> Signup and view all the answers

    Which of the following should be easily consultable but not accessible to guests?

    <p>The blacklist</p> Signup and view all the answers

    What type of information is NOT likely recorded during the reservation process?

    <p>Guest's favorite hobby</p> Signup and view all the answers

    Which of the following is part of the pre-arrival stage in guest cycle operations?

    <p>Making a room reservation</p> Signup and view all the answers

    What is the first step in the guest's check-out process?

    <p>The guest requests check-out.</p> Signup and view all the answers

    Why does the front desk clerk inquire about the quality of products and services?

    <p>To gather feedback for improvement.</p> Signup and view all the answers

    What is the purpose of returning the hard key during check-out?

    <p>To ensure security of the establishment.</p> Signup and view all the answers

    What does the desk clerk do after asking the guest to return the key?

    <p>Call the housekeeping department for a room check.</p> Signup and view all the answers

    What does the desk clerk confirm during the payment process?

    <p>The method of payment previously indicated by the guest.</p> Signup and view all the answers

    What is a key opportunity for the desk clerk during check-out?

    <p>To book the guest for additional reservations.</p> Signup and view all the answers

    What should the desk clerk do after bidding farewell to the guest?

    <p>File or save the guest's folio.</p> Signup and view all the answers

    What is checked during the room check by the housekeeping department?

    <p>Mini-bar consumption and any damages.</p> Signup and view all the answers

    Which action is NOT part of the check-out process?

    <p>The front desk clerk offers food and beverages.</p> Signup and view all the answers

    What is typically provided to the guest during the review of the folio?

    <p>A hard copy of their charges.</p> Signup and view all the answers

    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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    Related Documents

    Front Office Operations PDF

    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.

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