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Questions and Answers
Which of the following is NOT an area of the Front Office?
The reception is considered the heart of the hotel.
True
The head of reception should manage the techniques of customer service with _____ efficiency.
maximum
What are the three shifts in the reception department?
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Name one of the main reservation distribution channels.
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Which role is responsible for carrying luggage and providing hotel information?
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The Front Office is the _____ and control center with other departments.
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What is one of the check-in requirements for guests?
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Who supervises the entrance and exit of guests in the reception department?
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The concierge primarily focuses on helping guests with accommodation.
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Study Notes
Front Office
- First impression of the hotel
- Reception acts as the control center, coordinating communication with other departments
Areas of Front Office
- Reception
- Concierge
- Reservations
- Telephony
- Cashier
- Billing
Reception
- Focuses on accommodation and other services like spa, restaurant, and activities
- Handles check-in and check-out processes
- Heart of the hotel as it maintains communication with other departments
Head of Reception
- Leader with knowledge of department tasks and customer service techniques
- Manages room pre-assignment in conjunction with reservations
- Oversees guest entrance and exit, updating hotel software
- Supervise costs, inventory, and minimum stock
- Conduct training and meetings
- Works with HR
Organizational chart of Front Office
-
Manager Front Office
-
Reception
- Head of reception
- Reservations
- Receptionist
-
Concierge
- Head of concierge
- Concierge
-
Other
- Telephony
- Telephonist
- Mailman
- Porter
- Valet Parking
-
Reception
Organizational Chart of Reception
-
Reception
-
Reservations (commercial)
- Concierge
- Bellboys
- Valet Parking
-
Reception
- Central
- Audit
- Telephony
-
Billing
- Main courante
- Cashier
-
Reservations (commercial)
Check in example
- Collects personal information (like name, last name, passport number, nationality, date of birth, phone number)
- Records allergies or illnesses
- Records guest companion details (name, last name, document)
Reception Department Roles
- 3 Shifts (morning, afternoon, night)
-
Check List:
- Review and update news book (towel personal has)
- Update guest list
- Correct any extra service provided to the guest
-
Cashier Review:
- Provide group information
- Anticipate large group itineraries
-
Check in & Check Out:
- Attend to arrivals and departures
-
Cashier Closure:
- Inform/communicate the shift change
Organizational Structure (Reception)
-
Reservations:
- Walk in
- Hotel information
- Groups
- Availability
- Booking information
-
Bodega (Storage):
- Calls/
- Provider visits
-
Maintenance:
- Corrective maintenance
-
AABB:
- Seating (organize the seats according to capacity)
- Check-in list
- Inspected:
- Courses
- Minibar
- Laundry
-
Forecasting:
- Report occupation
-
Lost and Found:
- Boxes
- Losses
-
Food counting:
- Restrictions
- Allergies
- Other
Department of Reception
-
Front Office:
- Reception counter
- Cashier
- Concierge
- Bellboys
- Guest relations
- Guest services
- Telephony
-
Back Office:
- Reservations
- Billing
-
Bellboys:
- Carry luggage, provide hotel information, test keys or electronic devices in the room
-
Concierge:
- Provides information, indicates nearby establishments, contacts services, arranges transportation, and fulfills requests
Reservation Department
- Boss
- Executives of Reservations
- Execution of corporate reservations
- Execution of group Reservations
How the Hotel receives booking requests?
-
Channel/ Source (4 main reservation distribution channels)
- Direct (guest)
- Wholesale Operator (international or national)
- Retail Agency (international or national)
- OTA (Online Travel Agencies: Booking, Expedia, etc.)
Sales Process Steps
- Step 1: First response: Fast response, ask questions, and give proposals. Invite to chat
- Step 2: Quote: Concrete proposal
- Step 3: Follow-up: Review to estimate interest, identify opportunities and intuition
- Step 4: Tentative Reservation: Set timelines, confirm commitment
- Step 5: Confirmation: Payment deadlines, pre-trip or pre-stay steps, and required information
Booking Flow/Request Record
-
Responded:
- Quoted
- Tentative reservation (very important) - No payment has been made yet
- Confirmed - fully completed, not fully confirmed yet
- Canceled
Essential reservation department functions
- Provide information according to the season offer
- Attend to reservations and register
- Control availability, rates, agreements, conditions, contracts, etc
- Issue necessary information with other departments for proper operation
- Gather statistical data (nationalities)
- Collaborate on rate determination
Reservations provide information to other departments
-
Reception:
- ...
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Description
Test your knowledge on the essential functions and areas of the front office in a hotel setting. This quiz covers topics from reception duties to the organizational structure of the front office. Perfect for hospitality students and professionals looking to refresh their skills.
