Podcast
Questions and Answers
What is one of the main tasks performed at the Front Office?
What is one of the main tasks performed at the Front Office?
Which of the following is NOT a Back Office task?
Which of the following is NOT a Back Office task?
Which department serves as the core area coordinating with other operational departments of the hotel?
Which department serves as the core area coordinating with other operational departments of the hotel?
What is a key responsibility of the Reception department related to guest interactions?
What is a key responsibility of the Reception department related to guest interactions?
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What knowledge is essential for staff at the Reception and Concierge?
What knowledge is essential for staff at the Reception and Concierge?
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What is one of the primary responsibilities of the reception and concierge staff regarding guest services?
What is one of the primary responsibilities of the reception and concierge staff regarding guest services?
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Which of the following is NOT a general task related to information and coordination for reception and concierge?
Which of the following is NOT a general task related to information and coordination for reception and concierge?
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What does REVPAR stand for in the hotel industry?
What does REVPAR stand for in the hotel industry?
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In which situation would a 'no-show' be applicable?
In which situation would a 'no-show' be applicable?
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What is a common method of guarantee for securing a hotel booking?
What is a common method of guarantee for securing a hotel booking?
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Study Notes
Introduction to Hospitality Management: Reception and Concierge
- Reception and concierge departments are the first departments guests interact with upon arrival.
- They're the core of the establishment, providing services 24/7.
- They coordinate and control operations with other hotel departments.
Reception and Concierge Tasks
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Front Office: Tasks carried out with the guest present
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Check-in
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Check-out
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Upselling of complimentary services
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Guest service/attention
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Handling complaints/claims
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Reservations for external services for in-house guests
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Back Office: Internal/administrative tasks, not requiring the guest's presence.
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Listings, forecasts, coordination and communication of services/requests to other departments
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Room status control, reservations, and other services
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Room distribution, pre-arrivals, arrivals, and departures reporting
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Billing to intermediaries
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Updating service information
Basic Functions
- Knowledge of products and services offered, including room type, location, and included services.
- Knowledge of rates and complementary services.
- Billing to customers and intermediaries.
- Correct application of rates, discounts, and commissions.
- Accuracy with charges (minibar, telephone, bar, etc.)
Main Tasks: Guest Services
- Standard of own services
- Handling of complaints and claims
- Providing general information and reservations for external services.
Upselling and Cross-selling
- Selling different room types
- Sales of other hotel services (upselling)
Main Tasks: Information and Coordination
- Room forecast
- Arrivals and departures
- Meal plan forecast
- VIP arrivals
- Group arrivals
- Room blocks
- Maintenance reports
Data Management
- Total Available Rooms: Includes breakdown of available, occupied, and miscellaneous categories (e.g., out of service, seasonal, permanent). Specific subcategories of occupied rooms include those occupied by individual, group, or contract clients, plus those that are complimentary or without charge.
Glossary of Terms
- Average Rate: Revenue per available room.
- REVPAR: Revenue per available room.
- DB Y DUI: Double or double for individual use.
- Transient: Walk-in or arrival without reservation.
- Voucher: Document guaranteeing pre-payment.
- Allotment: Rooms contracted by a tour operator.
- Amenities: Welcome gifts for guests (bath items, etc.)
- Complimentary: Services provided without charge.
- Day Use: Room occupied for a portion of a day.
- Early Arrival: Arrival earlier than scheduled.
- Express Check-Out: Leaving the hotel without going through reception.
- Folio: Hotel bill.
- Guarantee: Method of payment (voucher, cash deposit, or credit card).
- Late Check-Out: Leaving the hotel after the scheduled checkout time.
- Master Key: Key that opens all hotel rooms.
- No-Show: Guest with a reservation who does not arrive and doesn't cancel.
- Pick-Up/Transfer: Transportation service to/from the airport.
- Upgrade: Offering a higher-category service.
- Site Inspection: Inspection of hotel facilities.
- Overstay: Extending the stay.
- Understay: Shortening the stay.
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