28 Questions
What are revenue centers in a hotel?
Revenue centers are the income-generating departments of the hotel with direct guest contracts, located at the 'Front of the House.'
What are cost centers in a hotel?
Cost centers provide technical support to the income-generating departments, located at the 'Back of the House' or 'Heart of the House.'
Which departments are part of the Rooms Department in a hotel?
The Rooms Department comprises the Front Office and Housekeeping Team.
What does the Food and Beverage Department in a hotel include?
The Food and Beverage Department comprises outlets, room service, and banquet teams.
What is the role of the Sales Department in the hotel?
Saturating markets for clients for room occupancy and for functions and events to be held in the hotel.
What is the role of the Security Department in a hotel?
The Security Department takes care of the safety of all people in the hotel and responds to threats and emergencies.
Which department is responsible for creating promotional activities in a hotel?
The Marketing Department is in charge of creating promotional activities for the hotel.
What is the function of the Rooms Division in a hotel?
Directly interacting with customers when they first arrive at the hotel.
What are the responsibilities under Guest Services in a hotel?
Handling guest luggage, handling guest mail, delivering newspapers, paging guests, arranging for a doctor in emergency, parking guest's automobiles, arranging entertainment reservations.
What does the Front Office department handle in a hotel?
Transactions between the hotel and its guests.
What are the five phases of the hotel operational cycle?
Pre-Arrival, Arrival, In-Stay, Departure, Post Departure.
Who is typically responsible for handling guest payments in a hotel?
Front office cashier
Who does the night auditor report to in a hotel?
Heads of both front office and accounting departments
What are the sections of the Front Office department?
Reservation and Reception.
What is the main responsibility of the Revenue Manager in a hotel?
Managing dining/outlet/banquet and kitchen sales.
What does the Communication department in a hotel handle?
Handling communication among various departments and guests
What is another name for Guest Services?
Uniformed Services
What information does the housekeeping department require from the front desk to organize room cleaning?
Check-in, occupied and check-out rooms
Why does the housekeeping department need to know special requests from guests?
To provide extra amenities and services to guests
What does the housekeeping department provide to the front desk in return for the required information?
Actual room status for comparison with the computer record
Who double checks any discrepancies found between the actual room status and the computer record?
The Assistant Manager
What does 'Food & Beverage' refer to in the context of the hospitality industry?
All food and beverage needs for an event, dining experience, or general catering
What are the main functions of the front office?
Selling rooms, maintaining balanced guest accounts, providing services and information to guests
Who heads the front office department?
Front Office Manager (FOM)
What are the tasks involved in the sequence of front office service?
Receiving/processing and documenting guest’s reservation, welcoming/greeting the guest, attending the guest registration, escorting guest to his room, updating room status, preparing guest folio, attending to service requests, updating guest account, assisting guests for check out, bidding goodbye
What is the role of the Front Office Manager (FOM)?
Enhancing guest services by constantly developing services to meet guests’ needs
What tasks are involved in settling the guest bill?
Settlement of guest bill, escorting guest to his room, carrying luggage, explaining room facilities
What are the responsibilities of the front office during check out?
Assisting guests for check out, settling bills, giving clearance for check out
Test your knowledge of the organizational structure of a hotel, including departments like Sales, Administration, Rooms Division, Housekeeping, Food and Beverage, and Front Office. Explore the roles and responsibilities within each department.
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