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Questions and Answers
What is the front office in the hotel industry also called?
What is the front office in the hotel industry also called?
Reception area
The front office is the nerve center of a hotel.
The front office is the nerve center of a hotel.
True
What are the four sequential phases of a guest's interaction with the hotel?
What are the four sequential phases of a guest's interaction with the hotel?
Pre-arrival, arrival, occupancy, departure
What information does the front office accounting system capture during the pre-arrival stage?
What information does the front office accounting system capture during the pre-arrival stage?
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What does the front office staff do upon a guest's arrival?
What does the front office staff do upon a guest's arrival?
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During occupancy, the front office is responsible for tracking guest charges.
During occupancy, the front office is responsible for tracking guest charges.
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Which of the following is NOT a traditional function of the front office department?
Which of the following is NOT a traditional function of the front office department?
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How many main shifts operate in the front office department?
How many main shifts operate in the front office department?
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What is the Front Office in the hotel industry commonly referred to as?
What is the Front Office in the hotel industry commonly referred to as?
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What percentage of hotel revenue is generated by the Front Office from guest room sales?
What percentage of hotel revenue is generated by the Front Office from guest room sales?
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Which of the following is NOT a traditional function of the Front Office?
Which of the following is NOT a traditional function of the Front Office?
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The Front Office department operates only during daytime hours.
The Front Office department operates only during daytime hours.
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What activities are involved in guest registration?
What activities are involved in guest registration?
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The Front Office develops and maintains a comprehensive database of guest __________.
The Front Office develops and maintains a comprehensive database of guest __________.
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Match the shift timings with their respective names in the Front Office department:
Match the shift timings with their respective names in the Front Office department:
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Study Notes
Introduction to the Hotel Front Office Department
- The front office, also known as the reception area, is the nerve center of a hotel.
- It's located in the foyer and lobby, making it the first point of contact for guests.
- The department handles guest interactions, manages reservations and room assignments, and ensures guest satisfaction. It generates the majority of hotel revenue (two-thirds from room sales).
- It acts as a crucial link between guests and other hotel departments.
The Guest Cycle in a Hotel
- Pre-arrival: Guests inquire about accommodations via phone, email, or the hotel website. The front office captures guest information for reservations.
- Arrival: The front office staff receives guests, handles luggage, processes registration (Guest Registration Card - GRC), and assigns rooms. Guests receive welcome kits and keys.
- Occupancy: The front office tracks guest charges for services (restaurants, room service, calls etc.) and manages room keys. They also arrange services like transportation or babysitting.
- Departure: The front office settles guest accounts, handles payment, and arranges for luggage and transportation, such as airport transfers.
Importance of the Front Office Department
- Traditional functions include reservations, registration, room assignments, guest services, room status updates, account settlement, and maintaining guest history records.
- The department maintains a guest database, coordinates services, and focuses on guest satisfaction.
- The front office is considered the "face" of the hotel and supports all guest transactions and services.
Front Office Department Shifts
- The front office operates 24/7.
- Morning/Day Shift: 7:00 AM - 3:00 PM
- Day/Evening Shift: 3:00 PM - 11:00 PM
- Night Shift: 11:00 PM - 7:00 AM
The Hotel Front Office Department
- The hotel front office, also known as the reception area, is the hotel's nerve center and the primary point of guest contact.
- It's located in the foyer and lobby areas, making it highly visible to guests.
- The department is responsible for guest services, generating a significant portion (two-thirds) of the hotel's revenue.
Importance of the Front Office Department
- Handles key functions throughout the guest cycle (pre-arrival, arrival, occupancy, and departure).
- Traditional functions include reservations, registration, room and rate assignment, guest services, room status updates, account settlements, and guest history record-keeping.
- Maintains a comprehensive guest database and coordinates services to ensure guest satisfaction.
- Serves as the "face" of the hotel, establishing the first impression for guests.
Front Office Department Operations
- Operates 24/7 with three shifts: Morning (7:00 AM - 3:00 PM), Day-Evening (3:00 PM - 11:00 PM), and Night (11:00 PM - 7:00 AM).
- Guest Registration: Manages check-in, room assignment, welcoming guests, and room rate information.
- Guest Services: Addresses guest needs and requests.
- Guest History and Records: Creates and maintains guest profiles, tracking preferences, dislikes, and feedback.
- Guest Database: Develops and maintains a thorough database of guest information.
- Room Status Updates: Updates room status (checked in (CI), checked out (CO), do not check out (DNCO), do not disturb (DND)).
- Reservations: Manages room reservations from various sources, recording and filing reservation details, and ensuring room availability for guests.
- Postage and Parcels: Facilitates guest mail and package handling.
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Description
Explore the essential functions of the front office department in a hotel, including guest interactions and managing reservations. Understand the guest cycle from pre-arrival through occupancy, and learn how this department plays a crucial role in hotel operations and revenue generation.
