CHAPTER 6: FRONT OFFICE: AN OVERVIEW

Question 1

Term use to categorize the stages at transient or group go through upon arrival to hotel

Answer 1

The arrival chronology

Question 2

__% of guest satisfaction is determined during the registration process

Answer 2

75

Question 3

Utilizing an outside vendor for products or services

Answer 3

Outsourcing

Question 4

Allows guest to leave their vehicles and have them part by valet parking attendant

Answer 4

Valet parking

Question 5

Guess will park his or her own car (less expensive)

Answer 5

Self park

Question 6

Help in the transition from the arriving vehicle to the lobby area to avoid congestion

Answer 6

Doorpersons

Question 7

Escorting a guest to the room is called _____.

Answer 7

Rooming a guest

Question 8

The _____ duties are to assist guest from the door to the front desk, and then from the front desk to their guest room

Answer 8

Primary bell staff

Question 9

The leader of the bell staff

Answer 9

Bell captain

Question 10

_____________ the guest due to arrive.

Answer 10

Arrivals report list

Question 11

_________ those due to check out.

Answer 11

Departure report list

Question 12

GENERAL RULE: STAFF 1 BELL PERSON FOR EVERY ___ ARRIVING OR DEPARTING GUEST

Answer 12

75

Question 13

Ensure equity in assigning fronts and lasts

Answer 13

Front log sheet

Question 14

Large brass cart on rollers that will stop used to carry luggage

Answer 14

Bell cart

Question 15

Process where specific room is reserved for specific guests

Answer 15

Blocking

Question 16

Uses arrivals reports and compares it to hotels room inventory

Answer 16

Room controller

Question 17

She should be able to provide a wide range of services to any guest. Viewed as a valuable tool in enhancing guest satisfaction

Answer 17

Concierge

Question 18

Assigning of rooms as per the guest requirements and within the rate of agreed

Answer 18

Assignment of rooms

Question 19

Occurs when large number of guests from the same group arrive at once

Answer 19

Group arrivals

Question 20

Group arrivals occurs with group tours that called ______.

Answer 20

Motor coaches

Question 21

Using signage and identifying a group

Answer 21

Remote check in

Question 22

Remote checking sometimes to a ___________.

Answer 22

Satellite check in

Question 23

Check in system that begins the checking process before the guest arrived

Answer 23

Pre-Key/Key Pack

Question 24

The actual ______ is simply a document to hold a key

Answer 24

Key pack

Question 25

This billing arrangement allows for each member of the group to sign all their charges to the group. Group will be for everything.

Answer 25

Sign all charges

Question 26

This arrangement allows for the group to pay the room and tax charges for the attendees.

Answer 26

Sign room tax

Question 27

The guest is responsible for all non-room and tax charges also called _______.

Answer 27

Incidentals

Question 28

This payment method stipulates that the group attendees must pay all their own charges.

Answer 28

Each pays own

Question 29

Used when a group luggage to delivered to individual room at some point after the group has checked into the hotel.

Answer 29

Bag delivery

Question 30

The bell staff go into each room and pull each attendees luggage

Answer 30

Bag pull

Question 31

The last opportunity to affect guest satisfaction on property

Answer 31

The Check out phase

Question 32

Guest comes to the front desk to check out

Answer 32

Front desk check out

Question 33

Also referred as video checkout. Acts as video display terminal for hotel guest

Answer 33

Guest directed computer checkout

Question 34

Also called “express checkout” implemented by the hotel, on behalf of the guest

Answer 34

Automated check out