Final

Question 1

Department info to communicate : Reservations📥

📦 ⭐️

Answer 1

Packages 📦
Special Requests
VIPs

Question 2

Department info to communicate: Housekeeping ⏰

⭐️ ⏳⌛️📑

Answer 2

VIPS
Special requests
Early cleaning
Late C/Os
Room Status report

Question 3

Information to communicate: Banquets 👩🏻‍💼

📅📋📂🍴

Answer 3

Reservations
Room service
Announcement boards
Events

Question 4

Information to communicate with : Hotel restaurants 🍽

Answer 4

Reservations
Room Service Delivery
Special Requests

Question 5

Information to communicate with : Accounting 💵

Answer 5

Balance checking
CC limits
Accounts needs to be settled
Before customer comes (Direct billing)
Credit Check and account set up

Question 6

Security (information to communicate with)

Answer 6

Noises

Complaits

Question 7

What is the log book ?

Answer 7

Systematic daily or hourly record of activities, events or occurrences

Question 8

What is a package deal ?

Answer 8

When the seller throws in a variety of products at a total price that is usually less than the sum of all items

Question 9

What is packaging ?

Answer 9

The combination of related and complementary services into a single-price offering

Question 10

What is Programming

Answer 10

Involves developing special activities, events, or programs to increase customer spending, or to give added appeal to a package or other hospitality travel service

Question 11

What are the customer related reasons for packages and programming ?

Answer 11

Greater convenience/economy
Ability to budget for trips
Satisfaction of special interests
Implicit assurance of consistent quality

Question 12

What are the participant related reasons for package and programming

Answer 12

Increased business in off peaks periods
Enhanced appeal to specific target markets
Attraction of new market
Increased customer satisfaction
Flexibility to customize on new market trends

Question 13

Ingredients of successful package

Answer 13

Include attractions
Be well planned and coordinated
Provide value to the customer and c. Benefit
Generate profit
Offer consistent quality and compatibility

Question 14

Front office manager description (FOM) (reports to AM OR GM)

What are the tasks ?

Answer 14

Task - Supervises front office personnel and ensures completion of front office duties. Directs and coordinates the activity of the FD, reservations, guests arrives and telephone areas.

Question 15

What are the duties of the FOM

Answer 15

Schedules the front office staff
Supervises work load during shifts
Trains, cross-trains and retrains FO personnel.
Maintains master key control 
Reviews and complete credit limit report

Question 16

Manager on duty (reports to FOM) what are the tasks

Answer 16

Shows house count
Track number of no shows
Review sold out nights
Ensure server/bar tender duties are promoted daily, providing support to FB staff

Question 17

GSM reports TO GM OR FOM

What are his tasks ?

Answer 17

Oversees all guests service operations including FD reservations, PBX, BELL Staff and transportation strives to ensure quality and guests satisfaction
Trains new guests services department personnel
Answers letters of inquired regarding rates and availability
Dealing efficiently with to day to day billing and guest services
Check guests in and out. Including préparions of guests bills and authorizing payments

Question 18

Guests request late checkout

Answer 18

Call HK

Question 19

Guest shows up at 11am but no rooms available :

Answer 19

11 am not guaranteed, bell man get luggage, Call HK when a room is available.

Question 20

Guest bathroom leak

Answer 20

Call maintenance and HK

Question 21

Guest reserved room from TA but front desk doesn’t find info:

Answer 21

Ask for CC and ask customer to call the TA

Question 22

What is the pre shift meeting

Answer 22

Briefing of relevant information on today’s operations.

5 min before each shift - GSM meets staff to inform them on: VIP, Arr, Dep, groups, standards, complaints.

Ex. A leader with employees of a department

Question 23

What is the rap meeting

Answer 23

Usually informal group discussion attended by people who share the same interests, concerns, problems.

FOM meets the phone operators team concerning a particular problem

Ex : A leader with a group of employees who share a problem, an interest of concern

Question 24

What is the opps Meeting

Answer 24

A weekly (3x) operations meeting sharing information on main activities from their department

Shared info : hotel stats, occ, forecasts, groups, VIP, complaints, renovations, plans to improve sales, service guests, and employee satisfaction level.

Ex. Leader director of operations, participants: FOM GM F&B, Maintenance, security, HK, banquets, sales.

Question 25

What is the forecast meeting

Answer 25

Weekly meeting in which we compare hotel stats occ% of current moment vs budget vs the last year vs forecast to implement strategies to increase occupancy % and revenue.

Leader : Revenue manager, participate :FOM DO FB DOSM

Question 26

Pre-Con Meeting

Answer 26

Formal intro and meet the group’s representative, usually meeting planner, discuss individual departments and relationship have with the group

If they are walk ins, the group convention manager must be updated

All departments