Introduction to Front Operations: Front Office Department

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What is the core activity of the hotel and why is the Front Office department considered as the nerve center of the hotel?

The core activity of the hotel is to sell rooms, and the Front Office department is considered the nerve center of the hotel because it is responsible for the sale of hotel rooms using systematic reservation methods, registration, and assigning rooms to customers.

How can the Front Office department be organized according to its specific tasks, and what is the purpose of this organization?

The Front Office department can be organized according to its specific tasks, depending on the size of the hotel. This organization ensures that the operations are of quality standard and provide the highest comfort and satisfaction to guests.

What are the main responsibilities of the Front Office Manager?

The Front Office Manager is tasked to lead the team, ensure quality service by making effective decisions in reservation policies and room assignments, and handle guest complaints with courtesy and tact.

What are the main responsibilities of the Concierge?

The Concierge is responsible for welcoming guests upon arrival, providing service to guests who need assistance or information, and ensuring the guests' satisfaction by providing personalized solutions such as suggesting hotel activities and other recreational activities. Signup and view all the answers

What is the role of the Night Auditor in large hotels or establishments, and how is it different in small and mid-size hotels?

In large hotels or establishments, the Night Auditor is often responsible for taking messages and performing other communication services for the guests. In small and mid-size hotels, the same tasks are often performed by fewer employees, often combining job duties. Signup and view all the answers

What are the main responsibilities of the General Manager?

The General Manager is responsible for all aspects of operations at the hotel, from day-to-day staff management to guests. Signup and view all the answers

What is the primary responsibility of the Executive Assistant Manager?

Ensure perfect coordination between all departments Signup and view all the answers

What is the main task of a Front Desk Supervisor?

Oversee front desk operations and supervise front office work shifts Signup and view all the answers

What is the role of a Reservation Supervisor?

Oversee room sales and reservations, train reservation agents for maximizing revenue Signup and view all the answers

What are the responsibilities of a Front Desk Agent?

Reserve, register, and assign rooms to guests, maintain information on room availability and hotel services Signup and view all the answers

What tasks does a Switchboard/Telephone Operator perform?

Operate telephone switchboard, handle phone communications, make wake-up calls for guests Signup and view all the answers

What is the responsibility of a Front Office Cashier?

Post charges to guest folios, assist guests in settling their accounts Signup and view all the answers

What is the difference between the European Plan (EP) and the American Plan (AP)?

The European Plan (EP) does not include meals in the room rate, while the American Plan (AP) includes meals in the room rate. Signup and view all the answers

What is the difference between the Full American Plan (FAP) and the Modified American Plan (MAP)?

The Full American Plan (FAP) includes 3 daily meals, while the Modified American Plan (MAP) includes 2 daily meals. Signup and view all the answers

How does the Continental Plan (CP) differ from the Bed and Breakfast Plan (BB)?

The Continental Plan (CP) includes a continental-style breakfast, while the Bed and Breakfast Plan (BB) includes a full breakfast. Signup and view all the answers

What is the purpose of developing and updating local knowledge for front office performance?

Developing and updating local knowledge enhances front office performance by providing information on attractions, spots, and venues, which enhances visitors' experience and helps them find the best places to spend their time. Signup and view all the answers

What are some examples of tourism products mentioned in the text?

Tourism products are described as "products or services that are made for tourist consumption that satisfy tourist's leisure, pleasure or business needs." Signup and view all the answers

What aspects of local culture are mentioned in the text?

The text states that local culture "encompasses language, religion, cuisine, customs, music, and arts." Signup and view all the answers

What is the purpose of using the 'Bcc' (Blind Carbon Copy) option when sending an email?

The Bcc option is used when the recipients do not know each other, so their email addresses are not visible to the other recipients. Signup and view all the answers

How should the subject line of an email be written?

The email subject should clearly and professionally state the email's topic, avoiding excessive use of all caps. Signup and view all the answers

What should be included when addressing the recipient in a business email?

The recipient's full name, position, and a salutation (e.g., 'Dear Mr. Smith') should be included when addressing the recipient in a business email. Signup and view all the answers

When should the 'Reply to All' option be used in an email conversation?

The 'Reply to All' option should not be used if the message is only relevant to a single person and not to the others in the conversation. Signup and view all the answers

What should be done when attaching files to an email?

When attaching files to an email, you should state that there are attachments in the message, and rename the files before attaching them. Signup and view all the answers

What are some examples of common business management tools mentioned in the text?

Examples of common business management tools mentioned in the text include two-way communication devices, digital cameras, cellular phones, credit card terminals, brochures/magazines/information materials, and photocopiers. Signup and view all the answers

What is the primary purpose of a Property Management System (PMS) in a hotel?

A Property Management System (PMS) is a software that helps hotels efficiently organize, schedule and manage their daily operations. Signup and view all the answers

Briefly describe the steps involved in cancelling a reservation through a hotel's PMS.

The steps are: 1) Finding out guest details and reserved accommodation, 2) Verifying cancellation charges, 3) Notifying guest about charges, 4) Cancelling reservation in the system, 5) Updating accommodation availability, 6) Confirming cancellation to guest. Signup and view all the answers

Why are reservation reports generated in a hotel's PMS?

Reservation reports are generated to help the management find trends and make forecasts about business. Signup and view all the answers

How can hotels attract a new customer base according to the passage?

By integrating technology in all aspects of their operations. Signup and view all the answers

What is mentioned about the state of technology in the hospitality industry?

Technology is in a constant state of flux and is continuously unlocking new opportunities aimed at improving customer satisfaction and boosting internal efficiency. Signup and view all the answers

How do different hotel brands differentiate themselves according to the passage?

Each hotel brand has come up with a unique pitch and specialized services which can cater and appeal to customers in a range of ways. Signup and view all the answers