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3rd Year (2nd Sem) > FOOM- Midterms (Interdepartmental Coordination & Guest Service) > Flashcards

FOOM- Midterms (Interdepartmental Coordination & Guest Service) Flashcards

Lesson 7-11

1
Q

main role of the front office:

A

deliver a delightful service to the guest

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2
Q

the front office is the ___ and ___ impression which occurs during check-in and check out.

A

first and last

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3
Q

TRUE/ FALSE: in the lobby, the ambiance should be dim and relaxing for this can affect the mood of the guest.

A

FALSE (dim- light)

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4
Q

TRUE/ FALSE: staff at the back house must always carry a smile and willingness to anticipate guest’s needs

A

FALSE (back house- front desk)

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5
Q

different interdepartmental under front office

A

marketing & sales
maintenance
controller
security
HRM
housekeeping
f&B
banquets

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6
Q

works directly with the front desk to ensure that the main products of the hotel are ready for sale

A

housekeeping

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7
Q

main tasks of housekeeping:

A

clean and prepare guest rooms
maintain cleanliness of common areas

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8
Q

example of hotel common areas

A

lobby
main restroom

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9
Q

must determine what rooms are to be cleaned, available, occupied

A

housekeeping

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10
Q

TRUE/ FALSE: security is in-charge of lost and found

A

housekeeping

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11
Q

the members must bring individual guest charges to the front desk to be added to the guest account

A

F&B

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12
Q

TRUE/FALSE: it is useful for all employees to be familiar with the hotel’s F&B operation to notify guests of what is available at the hotel

A

TRUE

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13
Q

the front office team coordinates with this department in case there is a need to prepare message boards for promotions

A

marketing and sales

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14
Q

during holiday hotel events, details of the hotel event should be properly coordinated prior to launch for the FO staff to view necessary procedures and guideline to be follower especially if the event is now available to the public

A

marketing and sales

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15
Q

the FO department is engaged with this department to interview, help shortlist applicants, and select most qualified employees

A

human resources

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16
Q

the FO department contacts the marketing and sales department for employee training and orientation, programs, salaries, leaves, dues, and appraisals

A

human resources

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17
Q

the front office and this department need to interact on concerns such as:
- expect no. of guests to attend
- showing direction to venue
posting daily messages on felt board regarding venue, occasion, hosts, and guests
- settling of the city account

A

banqueting department

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18
Q

the front office and ___ department communicate regarding room status and maintenance service requests.

A

engineering

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19
Q

If the room is reserved, these two departments work out a time frame, so the guest can enter the room on arrival or be assigned to another room especially if it will take long to repair.

A

engineering/ maintenance

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20
Q

for the maintenance department, ___ produce the best solution to difficult situations.

A

cooperative efforts

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21
Q

TRUE/ FALSE: requests from guests for other maintenance related problems are all directed to the front office department, which the front desk staff will relay the concern or request to the maintenance department

A

TRUE

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22
Q

The information produced by the front office is a necessary first step in the process of the factual guest accounting process and financial assembly of data for the controller.

A

accounting

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23
Q

TRUE/ FALSE: The information produced by accounting is a necessary first step in the process of the factual guest accounting process and financial assembly of data for the controller.

A

FALSE (by accounting- by the front office)

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24
Q

Without accurate daily entry by desk clerks and without the night audit, the controller will not have the figures to produce reports for the owners, general manager, and supervisors.

A

accounting

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25
Q

If a hotel has adopted a system like ____ it will be easier to validate posting. In such case front office associate must be accurate in posting any charges at the guests account to give accurate data.

A

Hotelogix

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26
Q

front office associate must be accurate in posting any charges at the guests account to give
accurate data

A

accounting

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27
Q

Coordination between the ___ and front office department is of high importance.

A

security

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28
Q

TRUE/ FALSE: coordination between the accounting and FO department is of high importance

A

FALSE (accounting- security)

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29
Q

The two departments work closely together in maintaining not only guest security but the overall safety and security of the hotel.

A

security

30
Q

the heart of any hospitality business

A

provide the best quality of service to customers

31
Q

TRUE/ FALSE: as part of the service team you must understand and anticipate customer needs and exceed guest expectations.

A

TRUE

32
Q

under service standards:

establishing guest service guidelines begins with a breakdown of ___.

A

guest interaction

33
Q

under service standards:

guest interactions can be __ and ___.

A

verbal and non-verbal

34
Q

TRUE/ FALSE: Front office employees use verbal and non-verbal methods in conveying a message to guests.

A

TRUE

35
Q

under service standards:

____ is accomplished when the employee conveys the message using both visual and verbal means.

A

guest service

36
Q

under verbal means:

___ as a mode of communication can reveal much about a person.

A

speaking

37
Q

under verbal means:

with ___ communication it allows hotel staff to gain more intuition about a guest.

A

verbal

38
Q

5 basic rules for an effective verbal communication:

A
  • use appopriate greeting
  • personalize the conversation (use customer’s name)
  • listen
  • thank the guest
  • avoid jargon
39
Q

TRUE/ FALSE: visual communication is as important to verbal communication.

A

TRUE

40
Q

3 rules for an effective visual communication:

A
  • communicate with a smile
  • be conscious of body language
  • observe appopriate grooming standards
41
Q

visual communication is as important to verbal communication.

A

visual means

42
Q

A genuine smile that accompanies a ___ or ___ reinforces the message.

A

greeting or thank you

43
Q

____ at the guests helps create an atmosphere of comfort.

A

smiling

44
Q

____is also an important marker for all employees.

A

Body language

45
Q

___ is like listening with the eyes.

A

observing guest’s body language

46
Q

TRUE/ FALSE: Observation of the guest body language cannot give the staff clues on how to communicate with the guest.

A

FALSE (cannot- can)

47
Q

indicates a defensive posture

A

crossed arms

48
Q

TRUE/ FALSE: a guest who leans across the front desk during a conversation may be calm.

A

FALSE (calm- aggressive)

49
Q

this indicates confidence

A
  • strong and consistent eye contact
  • firm handshake
50
Q

indicates fatigue

A

red eyes

51
Q

TRUE/ FALSE: most hotel have instituted employee grooming standards. therefore, all employees should have pride in their appearance.

A

TRUE

51
Q

the first and often most lasting perception a guest makes on an employee is ___

A

employee’s appearance

52
Q

best accomplished by adhering to the visual and verbal rules of guest service.

A

guest service resolution

53
Q

5 rules to be followed to meet/ exceed guest’s expectations:

A
  1. listen first
  2. summarize and restate the problem
  3. make no excuses
  4. resolve the problem
  5. document the conflict
54
Q

TRUE/ FALSE: Making eye contact and avoiding the crossing of arms at this point keeps the atmosphere closed.

A

FALSE (closed- open)

55
Q

The employee should reply to the guest on their understanding of the problem. This summary should also include a restatement of the guest’s reaction to the problem.

A

summarize and restate the problem

56
Q

Using words like “us” and “we” instead of “they” invokes a team approach to conflict resolution.

A

make no excuses

57
Q

TRUE/ FALSE: if a mistake occurred that was the fault of the hotel, it should be admitted.

A

TRUE

58
Q

If the conflict is something that can be fixed, it should be done immediately. If it can’t, the guest should be compensated in some way.

A

resolve the problem

59
Q

Hotels seeking to continually improve guest service seek to ensure that conflicts do not reoccur. Documentation of the problem will create a record for future changes in training or policy.

A

document the conflict

60
Q

Hotel managers often use ___ as teaching tools.

A

real-life scenarios

61
Q

TRUE/ FALSE: training, experience, personality, and other things contribute to an employee’s ability to satisfy a guest.

A

TRUE

62
Q

It is the duty of the ____ to keep their employees updated with the current trends through seminars and trainings.

A

Human Resource team

63
Q

One trend in many hotels today is to ____ which will boost the employee’s confidence and they will feel motivated in work.

A

empower employees

64
Q

it is the ability and authority to satisfy guest complaints/requests within present parameters.

A

empowerment

65
Q

TRUE/ FALSE: resolving conflict professionally and ideally is a continuous experience and learning since you are going to encounter different guest with wide array of attitudes.

A

TRUE

66
Q

phrase to use instead of:

i don’t know

A

that is a good question, let me find out for you.

67
Q

phrase to use instead of:

we can’t do that

A

well, I haven’t encountered this before, let me research it and find a resolution that you are happy with

68
Q

phrase to use instead of:

you have to/ this is hotel policy

A

next time, here is how you can avoid this situation

i believe the best way to handle this would be

69
Q

phrase to use instead of:

no

A

we are not able to __, but I am able to _

70
Q

phrase to use instead of:

that’s not my job

A

the person who handles that is (name). Please let me get her/him.

3rd Year (2nd Sem) (18 decks)

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