CHAPTER 6: FRONT OFFICE: AN OVERVIEW Flashcards
Term use to categorize the stages at transient or group go through upon arrival to hotel
The arrival chronology
__% of guest satisfaction is determined during the registration process
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Utilizing an outside vendor for products or services
Outsourcing
Allows guest to leave their vehicles and have them part by valet parking attendant
Valet parking
Guess will park his or her own car (less expensive)
Self park
Help in the transition from the arriving vehicle to the lobby area to avoid congestion
Doorpersons
Escorting a guest to the room is called _____.
Rooming a guest
The _____ duties are to assist guest from the door to the front desk, and then from the front desk to their guest room
Primary bell staff
The leader of the bell staff
Bell captain
_____________ the guest due to arrive.
Arrivals report list
_________ those due to check out.
Departure report list
GENERAL RULE: STAFF 1 BELL PERSON FOR EVERY ___ ARRIVING OR DEPARTING GUEST
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Ensure equity in assigning fronts and lasts
Front log sheet
Large brass cart on rollers that will stop used to carry luggage
Bell cart
Process where specific room is reserved for specific guests
Blocking
Uses arrivals reports and compares it to hotels room inventory
Room controller
She should be able to provide a wide range of services to any guest. Viewed as a valuable tool in enhancing guest satisfaction
Concierge
Assigning of rooms as per the guest requirements and within the rate of agreed
Assignment of rooms
Occurs when large number of guests from the same group arrive at once
Group arrivals
Group arrivals occurs with group tours that called ______.
Motor coaches
Using signage and identifying a group
Remote check in
Remote checking sometimes to a ___________.
Satellite check in
Check in system that begins the checking process before the guest arrived
Pre-Key/Key Pack
The actual ______ is simply a document to hold a key
Key pack
This billing arrangement allows for each member of the group to sign all their charges to the group. Group will be for everything.
Sign all charges
This arrangement allows for the group to pay the room and tax charges for the attendees.
Sign room tax
The guest is responsible for all non-room and tax charges also called _______.
Incidentals
This payment method stipulates that the group attendees must pay all their own charges.
Each pays own
Used when a group luggage to delivered to individual room at some point after the group has checked into the hotel.
Bag delivery
The bell staff go into each room and pull each attendees luggage
Bag pull
The last opportunity to affect guest satisfaction on property
The Check out phase
Guest comes to the front desk to check out
Front desk check out
Also referred as video checkout. Acts as video display terminal for hotel guest
Guest directed computer checkout
Also called “express checkout” implemented by the hotel, on behalf of the guest
Automated check out
