FOOM- Midterms (Interdepartmental Coordination & Guest Service)

Question 1

main role of the front office:

Answer 1

deliver a delightful service to the guest

Question 2

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

Answer 2

first and last

Question 3

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

Answer 3

FALSE (dim- light)

Question 4

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

Answer 4

FALSE (back house- front desk)

Question 5

different interdepartmental under front office

Answer 5

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

Question 6

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

Answer 6

housekeeping

Question 7

main tasks of housekeeping:

Answer 7

clean and prepare guest rooms
maintain cleanliness of common areas

Question 8

example of hotel common areas

Answer 8

lobby
main restroom

Question 9

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

Answer 9

housekeeping

Question 10

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

Answer 10

housekeeping

Question 11

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

Answer 11

F&B

Question 12

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

Answer 12

TRUE

Question 13

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

Answer 13

marketing and sales

Question 14

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

Answer 14

marketing and sales

Question 15

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

Answer 15

human resources

Question 16

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

Answer 16

human resources

Question 17

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

Answer 17

banqueting department

Question 18

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

Answer 18

engineering

Question 19

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.

Answer 19

engineering/ maintenance

Question 20

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

Answer 20

cooperative efforts

Question 21

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

Answer 21

TRUE

Question 22

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.

Answer 22

accounting

Question 23

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.

Answer 23

FALSE (by accounting- by the front office)

Question 24

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.

Answer 24

accounting

Question 25

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.

Answer 25

Hotelogix

Question 26

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

Answer 26

accounting

Question 27

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

Answer 27

security

Question 28

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

Answer 28

FALSE (accounting- security)

Question 29

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

Answer 29

security

Question 30

the heart of any hospitality business

Answer 30

provide the best quality of service to customers

Question 31

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

Answer 31

TRUE

Question 32

under service standards: establishing guest service guidelines begins with a breakdown of ___.

Answer 32

guest interaction

Question 33

under service standards: guest interactions can be __ and ___.

Answer 33

verbal and non-verbal

Question 34

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

Answer 34

TRUE

Question 35

under service standards: ____ is accomplished when the employee conveys the message using both visual and verbal means.

Answer 35

guest service

Question 36

under verbal means: ___ as a mode of communication can reveal much about a person.

Answer 36

speaking

Question 37

under verbal means: with ___ communication it allows hotel staff to gain more intuition about a guest.

Answer 37

verbal

Question 38

5 basic rules for an effective verbal communication:

Answer 38

- use appopriate greeting - personalize the conversation (use customer's name) - listen - thank the guest - avoid jargon

Question 39

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

Answer 39

TRUE

Question 40

3 rules for an effective visual communication:

Answer 40

- communicate with a smile - be conscious of body language - observe appopriate grooming standards

Question 41

visual communication is as important to verbal communication.

Answer 41

visual means

Question 42

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

Answer 42

greeting or thank you

Question 43

____ at the guests helps create an atmosphere of comfort.

Answer 43

smiling

Question 44

____is also an important marker for all employees.

Answer 44

Body language

Question 45

___ is like listening with the eyes.

Answer 45

observing guest's body language

Question 46

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

Answer 46

FALSE (cannot- can)

Question 47

indicates a defensive posture

Answer 47

crossed arms

Question 48

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

Answer 48

FALSE (calm- aggressive)

Question 49

this indicates confidence

Answer 49

- strong and consistent eye contact - firm handshake

Question 50

indicates fatigue

Answer 50

red eyes

Question 51

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

Answer 51

TRUE

Question 51

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

Answer 51

employee's appearance

Question 52

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

Answer 52

guest service resolution

Question 53

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

Answer 53

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

Question 54

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

Answer 54

FALSE (closed- open)

Question 55

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.

Answer 55

summarize and restate the problem

Question 56

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

Answer 56

make no excuses

Question 57

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

Answer 57

TRUE

Question 58

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.

Answer 58

resolve the problem

Question 59

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.

Answer 59

document the conflict

Question 60

Hotel managers often use ___ as teaching tools.

Answer 60

real-life scenarios

Question 61

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

Answer 61

TRUE

Question 62

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

Answer 62

Human Resource team

Question 63

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

Answer 63

empower employees

Question 64

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

Answer 64

empowerment

Question 65

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.

Answer 65

TRUE

Question 66

phrase to use instead of: i don't know

Answer 66

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

Question 67

phrase to use instead of: we can't do that

Answer 67

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

Question 68

phrase to use instead of: you have to/ this is hotel policy

Answer 68

next time, here is how you can avoid this situation i believe the best way to handle this would be

Question 69

phrase to use instead of: no

Answer 69

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

Question 70

phrase to use instead of: that's not my job

Answer 70

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