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Questions and Answers
What is the primary function of the front office in a hotel?
What is the primary function of the front office in a hotel?
What challenge do managers of the front office and housekeeping departments often face?
What challenge do managers of the front office and housekeeping departments often face?
Which aspect illustrates the core role of the front office in a hotel?
Which aspect illustrates the core role of the front office in a hotel?
What is one of the main sub-units of the front office department?
What is one of the main sub-units of the front office department?
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How can combining the front office and housekeeping departments benefit a hotel?
How can combining the front office and housekeeping departments benefit a hotel?
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Which responsibility is NOT typically associated with Uniformed Services in the front office?
Which responsibility is NOT typically associated with Uniformed Services in the front office?
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In hotels, why is the front office described as the 'nerve center'?
In hotels, why is the front office described as the 'nerve center'?
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What role does the front desk/reception play in a hotel?
What role does the front desk/reception play in a hotel?
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What is the primary responsibility of the front office manager (FOM)?
What is the primary responsibility of the front office manager (FOM)?
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Which of the following tasks is NOT directly handled by the front office personnel?
Which of the following tasks is NOT directly handled by the front office personnel?
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Who reports directly to the Director of the Rooms Division?
Who reports directly to the Director of the Rooms Division?
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What does the Reservations Staff/Clerk primarily do?
What does the Reservations Staff/Clerk primarily do?
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Which function is usually part of the front office's communication duties?
Which function is usually part of the front office's communication duties?
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What is one of the functions of the Reservations Manager/Supervisor?
What is one of the functions of the Reservations Manager/Supervisor?
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Which element is crucial for the Front Office Manager to establish with the Rooms Division Director?
Which element is crucial for the Front Office Manager to establish with the Rooms Division Director?
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What system does the Front Office Manager train staff to use effectively?
What system does the Front Office Manager train staff to use effectively?
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What is the primary responsibility of the Reception Staff/Clerk?
What is the primary responsibility of the Reception Staff/Clerk?
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Which staff member is responsible for assisting VIPs with special needs?
Which staff member is responsible for assisting VIPs with special needs?
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Who manages the flow of phone calls at the hotel?
Who manages the flow of phone calls at the hotel?
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What is a key function of the Night Auditor?
What is a key function of the Night Auditor?
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Which role specifically takes care of guests' luggage?
Which role specifically takes care of guests' luggage?
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What does the Concierge handle for guests?
What does the Concierge handle for guests?
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Which of the following is NOT a responsibility of the Cashier?
Which of the following is NOT a responsibility of the Cashier?
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What task does a Valet Parking Attendant perform?
What task does a Valet Parking Attendant perform?
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What is a guaranteed reservation?
What is a guaranteed reservation?
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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 should the front office staff do first during the arrival stage of the guest cycle?
What should the front office staff do first during the arrival stage of the guest cycle?
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What is offered if a hotel does not have an available room?
What is offered if a hotel does not have an available room?
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Which stage includes the registration and room assignment process?
Which stage includes the registration and room assignment process?
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Which action is important for front desk personnel when greeting a guest?
Which action is important for front desk personnel when greeting a guest?
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What happens after a guest confirms their reservation at the front desk?
What happens after a guest confirms their reservation at the front desk?
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What characterizes a non-guaranteed reservation?
What characterizes a non-guaranteed reservation?
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What is the purpose of the registration card for a hotel guest?
What is the purpose of the registration card for a hotel guest?
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What should the front desk clerk do if the registration card is incomplete?
What should the front desk clerk do if the registration card is incomplete?
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What does VR stand for in the context of room assignment?
What does VR stand for in the context of room assignment?
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Which of the following methods for payment is NOT typically accepted by hotels?
Which of the following methods for payment is NOT typically accepted by hotels?
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What action should a front desk clerk take for a walk-in guest if their preferred room is unavailable?
What action should a front desk clerk take for a walk-in guest if their preferred room is unavailable?
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What information does the front desk clerk verify while completing the registration card?
What information does the front desk clerk verify while completing the registration card?
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What is the significance of issuing a room key/card or access code to a guest?
What is the significance of issuing a room key/card or access code to a guest?
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Which of the following is true regarding the information gathered from a registration card?
Which of the following is true regarding the information gathered from a registration card?
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Study Notes
Front Office Operations
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The Front Office is the primary point of contact for guests in hotels, handling direct interactions and serving as the nerve center of the hotel.
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It's part of the Rooms Division, which generates the most revenue for the hotel by managing the core product: guest rooms.
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The Front Office relies heavily on the Housekeeping Department to prepare rooms for occupancy, leading to potential conflicts and pressure between departments.
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Combining these departments under a Director of Rooms promotes efficient management and reduces departmental conflicts.
Front Office Structure
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The Front Office structure varies based on hotel size and management policies.
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The key sub-units or sections are:
Reservations
- Maximizes room revenue by handling individual reservations, often working in conjunction with group sales, often called “transient room sales.”
Front Desk/Reception
- Oversees the arrival and departure of guests, serving as the hub for guest inquiries and information dissemination to both guests and other hotel staff.
Uniformed Services (Guest Services)
- Handles diverse tasks like guest luggage management, mail delivery, newspaper delivery, guest paging/location, emergency medical arrangement, guest vehicle parking, and entertainment reservation assistance outside the hotel.
Accounts
- Front office cashier and night auditor are responsible for handling guest payments.
Communication
- Manages all guest phone calls and associated charges, takes messages for guests, makes personal wake-up calls, and handles all incoming and outgoing mail.
Front Office Personnel
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The Front Office Manager (FOM) is the department head, overseeing daily activities of the front desk and uniformed services.
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Functions of the FOM include:
- Training front office personnel in hotel property management system (PMS) technical aspects.
- Enforcing hotel rules, guidelines, and policies for front office staff adherence.
- Establishing budgetary guidelines in conjunction with the Rooms Division Director and Resident Manager, given the significant amount of money under their control.
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The FOM reports directly to the Director of the Rooms Division.
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Personnel supervised by the FOM include:
- Reservations Manager/Supervisor: Organizes staff duty rosters and determines which reservations to accept based on occupancy.
- Reservations Staff/Clerk: Handles incoming calls for accommodation reservations and inquiries, maintains accurate room inventory, and coordinates with marketing and sales for promotions and vouchers.
- Reception Manager/Supervisor: Trains, supervises, and motivates reception staff, focusing on maximizing occupancy and revenue from hotel sales.
- Reception Staff/Clerk (Front Desk Clerk/Receptionist): Verifies reservations, registers guests, assigns rooms and keys, answers hotel and guest inquiries, coordinates with housekeeping for room status, and receives room requests for walk-in guests.
- Valet Parking Attendant: Parks and retrieves vehicles for guests, potentially free of charge depending on guest arrangements.
- Door Attendant (Lobby Greeter): Welcomes arriving guests, assists them from their vehicles to the lobby, and hails taxis as needed.
- Guest Service Agent (Guest Relations Officer): Builds stronger personal relationships with guests, particularly in larger hotels. They handle guest requests, address concerns, and manage complaints. They also oversee the reception and interaction with VIPs like government officials, ambassadors, and celebrities.
- Concierge: Assists with guest inquiries, directions, key and mail handling, taxi/valet parking arrangements, and special requests like entertainment tickets, tours, flight confirmations, and car rentals.
- Bellman/Bellhop: Assists guests with luggage and room explanations.
- Cashier: Manages guest history records, posts charges (accommodation, meals, etc.), handles payments, resolves minor guest issues, and processes cash and credit card transactions.
- Night Auditor: Balances daily financial transactions, prepares revenue reports, compiles statistics and summaries for management, and acts as the night shift desk clerk.
- Switchboard Operator (PBX Operator/Telephone Operator): Manages the smooth operation of all internal and external phone calls.
Guest Blacklist
- Reasons for blacklisting guests include:
- Skipping (departure without paying bills)
- Violence (history of causing disturbances)
- Theft (stealing hotel or guest property)
Availability, Guaranteed, and Non-Guaranteed Reservations
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A hotel typically accepts a reservation request if rooms are available.
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In cases of no availability, alternatives may be offered:
- A different room type that might suit the guest’s initial preferences.
- A different date with available rooms matching the request.
- Referral to a nearby sister hotel.
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Guaranteed Reservations require payment to the hotel regardless of guest arrival, becoming confirmed upon receiving a confirmation letter.
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Non-guaranteed reservations don’t guarantee payment and aren’t confirmed until the guest's arrival.
Arrival Stage
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The arrival stage of the guest cycle involves registration and room assignment. This is the guest’s first face-to-face interaction, setting the tone for their perception of the hotel’s standards and services.
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The front office staff clarifies guest queries, particularly about booked room rate packages.
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The check-in process:
- Guest expresses their intention to check in at the front desk.
- Front desk personnel project hospitality, showing eye contact, a warm smile, and prompt assistance.
- The front desk clerk verifies a reservation. If it exists, it's retrieved (accessed on the computer). For walk-in guests, the desk clerk checks room availability based on preference. If available, the registration card is completed.
- The guest completes the registration card, providing billing information and details about anticipated departure, guest information, and payment method.
- The front desk clerk inspects the registration card’s completeness, addressing any omissions.
- The front desk clerk confirms the guest’s preferred payment method. Accepted methods include cash, credit card, debit card, checks, and direct billing (charges transferred to accounts receivable for payment by a sponsoring organization like a company).
- The front desk clerk selects and assigns a room. For those with a reservation and pre-blocked rooms, the employee finds a vacant room (made up, inspected, and ready for occupancy) that matches the reservation parameters.
- If the correct room isn't available, the guest is given the choice to:
- Wait for their preferred room to be ready (kept to a minimum, ideally not exceeding one hour).
- Accept another available room.
- For walk-in guests without reservations, the desk clerk selects and assigns rooms based on preference and availability.
- The front desk clerk provides the guest with their room key/card or access code. It’s important to avoid mentioning the room number loudly to maintain privacy.
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Description
Explore the critical role of the Front Office in hotel management, focusing on guest interactions and revenue generation. Discover how the Front Office's relationship with Housekeeping can affect overall hotel efficiency and guest satisfaction. Learn about different sub-units and their significance within hotel operations.
