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3rd Year (2nd Sem) > FOOM- Prelims > Flashcards

FOOM- Prelims Flashcards

1
Q

in the hotel industry, this includes the work of:

  • processing reserving accommodations
  • registration of guests upon arrival
  • maintaining accurate guest accounts with the hotel
  • night auditing
  • coordination with various
    other departments for providing delightful guest services
A

front office operation management

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2
Q

the main department of the hotel business which directly interacts with the customers or guests when they first arrive at the hotel.

A

front office department

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3
Q

staffs are very visible to guests

A

front office department

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4
Q
  • the control center/ nerve center of the hotel
  • provides 24-hr service towards handling guests
A

front office department

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5
Q
  • handles the transactions between the hotel and its guests
  • strikes the first impression
A

front office staff

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6
Q

front office personnel should always (3):

A
  • carry a smile
  • alert
  • accommodating at all times
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7
Q

TRUE/ FALSE: it is very important that the front desk staff all necessary information related not only inside but also outside of the hotel.

A

TRUE

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8
Q

TRUE/ FALSE: the front desk is commonly not manned 24 hours a day.

A

FALSE

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9
Q

morning shift:
mid shift:
afternoon shift:
night shift:

A

M: 6AM- 2PM
MD: 10AM- 6PM
A: 2PM- 10PM
N: 10PM- 6AM

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10
Q

basic responsibilities of the front office department:

A
  • create guest database
  • coordinate guest service
  • sell a service
  • ensure guest satisfaction
  • exchange foreign currency
  • handle complaints
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11
Q

primary responsibility of the front office department:

A

ensure smooth operation at the front desk area

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12
Q

two (2) categories of front office operation:

A
  1. front- house operations
  2. back- house operations
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13
Q
  • these operations are visible to the guests of the hotel
  • guests can interact and see these operations
A

front-house operations

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14
Q
  • these operations are conducted in the absence of the guests or when the guest’s involvement is not required
  • separate office is situated just at the back of the front desk
A

back-house operations

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15
Q
  1. determine the type of guest (new/returning) by checking the database.
  2. ensure preferences of the guest to give a personal touch to the service.
  3. issue accommodation keys to the guest.
  4. maintain guest’s account with the accounting system.
  5. interact with the guests to handle request for an accommodation.
  6. create a guest’s account with the FO accounting system.
  7. prepare the guest’s bill.
  8. reports
  9. collect detail information while guest registration.
  10. check accommodation availability and assigning it to the guest
  11. settle guest payment at the time of check-out.
A
  1. BO
  2. BO
  3. FO
  4. BO
  5. FO
  6. FO
  7. BO
  8. BO
  9. FO
  10. BO
  11. FO
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16
Q
  • the stage when the customer is planning to avail an accommodation in the hotel
  • the customer tries to find out more information about the hotel by visiting its website
A

pre-arrival stage

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17
Q

during the pre-arrival stage, the customer or the potential guest inquires about the availability of the desired type of accommodation and its amenities via ___ or ___

A

telephone call
e-mail

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18
Q

TRUE/ FALSE:
at the guest end, the front office accounting system captures the guest’s information such as name, age, contact numbers, probable duration of stay for room reservation and so on.

A

FALSE (guest- hotel)

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19
Q
  • the front office reception staff receives the guest in the reception
  • the porters bring in the guest luggage
  • a GRC is given
  • the clerk registers the guest in the database, creating a guest record and a guest account along with it
A

arrival stage

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20
Q

For the guest with confirmed reservation, the front office clerk hands over a ____ to the guest and requests the guest to fill in personal information regarding their stay in the hotel.

A

Guest Registration Card (GRC)

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21
Q
  • the clerk hands over a welcome kit and keys of the accommodation
  • after the procedure of registration, the guest can start occupying the accommodation.
A

arrival stage

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22
Q
  • a front office accounting system is responsible for tracking guest charges from the hotel restaurants, room service, bar, or any outgoing telephone calls made via the hotel’s communication systems
  • front office staff is responsible to manage and issue the right keys of the accommodations to the right guests
A

occupancy stage

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23
Q

on guests’ request, the staff also makes arrangement for transportation, babysitting, or local touring while the guest is staying in the hotel

A

occupancy stage

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24
Q
  • the front office accounting system ensures payment for goods and services provided
  • if a guest’s bill is not completely paid, the balance is transferred from guest to non-guest records. when this occurs, collection becomes the responsibility of the back office accounting division
A

departure stage

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25
Q

if a guest’s bill is not completely paid during their departure, the balance is transferred from guest to non-guest records. when this occurs, collection becomes the responsibility of the ____.

A

back office accounting division

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26
Q
  • the front office staff thanks the guest for giving an opportunity to serve and arrange for handling luggage
  • in addition, if the guest requires airport or other drop service, the front office bell desk fulfills it
A

departure stage

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27
Q
  • provides a clear picture of the lines of authority and the channels of communication within the department
  • not only provides for a systematic direction of orders but also protects employees from being over directed
  • it shows that each employee should take orders only from the person directly above him/her
A

the front office department organizational chart

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28
Q

in a large hotel, the FO department is headed by the ___ and is assisted by the respective reservation manager, front desk manager, and revenue manager

A

FO director

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29
Q

in a large hotel, the FO department is headed by the FO director and is assisted by these three (3):

A

reservation manager
front desk manager
revenue manager

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30
Q

TRUE/ FALSE: the FO department organizational chart must be posted in an area, so that all Front Office staff can see where
they fit into the overall organization of the department.

A

TRUE

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31
Q

Ideally, the organization chart needs to be placed on the ____ and the ___.

A

FO notice board
BOH area

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32
Q

Directly supervises all front office personnel and ensures proper completion of all front office duties.

A

FO manager

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33
Q

Responsible to assist the Front office manager in his day to operations and also take charge when FOM is not available.

A

Assistant FO manager

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34
Q

directly supervises the reception, concierge, telephone, travel desk and the bell desk

A

duty manager

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35
Q

Responsible for all the guest relations related activities in the hotel.

A

guest relations manager

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36
Q

Responsible for all reservations related tasks.

A

reservation manager

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37
Q

responsible for managing the hotels online inventory, website, online travel agents, etc.

A

revenue manager

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38
Q

Registers guests, and maintains room availability information.

A

front desk agent

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39
Q

Maintains and settles guest folios, and properly checks out guests.

A

cashier

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40
Q

Controls the job of the Accounts Receivable Clerk, and prepares daily reports to management

ex. Occupancy Report and Revenue Report

A

night auditor

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41
Q

takes messages, provides directions to guests, and maintains mail

A

mail & information clerk

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42
Q

Responsible to assist guests by booking tours, making theatre and restaurant reservations, etc.

A

concierge

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43
Q

Manages the Switchboard and coordinates Wake-up Calls.

A

telephone operator

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44
Q

Responds to reservation requests and creates reservation records.

A

reservation agents

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45
Q

Responsible to oversee and assists the duties and tasks of the respective staff work.

A

supervisors

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46
Q

Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for any bit of information requested.

A

bellman

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47
Q

qualities of a good FO employee:

A
  • warm personality
  • immediate attention
  • poise under pressure
  • desire to be helpful
  • ability to listen
  • desire to be liked
  • speak positive
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48
Q

seven (7) selection of FO staff:

A
  1. general appearance
  2. mental alertness
  3. evidence of emotional stability
  4. administrative qualities
  5. flexibility
  6. professional attitude towards job
  7. professional demeanor
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49
Q

general appearance of a FO staff:

A
  • always carry a smile
  • with good health
  • pleasant voice and ability to listen
  • good attention
  • care to body cleanliness
  • friendly
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50
Q

mental alertness of a FO staff:

A
  • carry on logical conversation and reasoning
  • make clear and concise statement
  • meet difficulties intelligently
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51
Q

professional attitude of a FO staff:

A
  • report to work on time
  • positive attitude
  • recognize positive and negative aspects of the job
  • sensitive to guest’s needs
  • has sense of humor
  • responds and speaks intelligently
  • creative
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52
Q

professional demeanor of a FO staff:

A
  • projects maturity
  • appears to be business-like
  • courteous
  • maintains control in difficult situations
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53
Q

four (4) hotel classifications

A
  1. hotel size
  2. location
  3. service level
  4. independent hotel ratings
54
Q

four (4) hotel sizes

A

small: 1- 50 sleeping rooms
medium: 151- 400
large: 401- 1,500
mega: 1,501- and over

55
Q

four (4) hotel locations:

A
  1. downtown
  2. resort
  3. airport
  4. suburban
56
Q
  • these location type applies to hotels located in dense urban area
  • doesn’t necessarily mean the city center, but most often does
  • are located in the center of a city’s business district, the “heart of the corporate structure” in any given city
  • these areas often include a convention center
A

downtown

57
Q

TRUE/ FALSE: Hotels that have large clusters of corporate structures or office parks surrounding them can be considered suburban location types regardless of exactly where in the city they are located.

A

FALSE (suburban- downtown)

58
Q
  • can be located near some sort of special attraction that attracts guests for a reason other than the hotel itself
  • an ocean, natural wonder, mountain, amusement park or golf course can be that attraction
A

resort

59
Q

TRUE/ FALSE: Hotels that create their own special attraction can also be considered resorts. Health spas, private golf and/or tennis facilities, and another unique signature attraction created by the hotel itself.

A

TRUE

60
Q
  • the easiest to identify
  • commonly provide complimentary shuttle service to and from the airport to make it convenient for the traveler
  • the hours of operation in the restaurants, lounges, and other facilities may be longer that at other location types in order to accommodate those travelers dealing with changes in time zones and jet lag
A

airport

61
Q
  • these are generally considered to be those that do not fit into the other three location types
  • not located on the downtown area or near airports
  • have no special attractions to qualify them as resorts
  • common on major roadways and near small office complexes
A

suburban

62
Q

three (3) hotel service levels:

A
  1. full-service
  2. limited service level
  3. mid-market service level
63
Q

Hotels that provide their guests with services, amenities, and facilities that they want or need to complete a total hotel experience.

A

full-service level

64
Q

services under full-service level includes:

A
  • on-site restaurants
  • room service
  • meeting space
  • business center
  • gift shop
  • lounge
  • shuttle service
65
Q
  • hotels that typically do not offer services under full-service level
  • most notable differences are lack of food and beverage outlets and no meeting space on site
  • do offer a quality room and a good night’s sleep for a fair price
A

limited service level

66
Q
  • hotel listed as a combination of both the limited and full- service hotel classification because these hotels can vary from one place to another
  • in one location, one may find a full-service mid-market brand hotel; in another, the same brand may be of limited service.
A

mid-market service level

67
Q

enumerate the independent hotel ratings

A

1- star
2- star
3-star
4- star
5-star

68
Q
  • must be clean comfortable but not luxurious
  • offers a minimum of service
  • might not have a 24-hour front desk, phone, or housekeeping services, and there may be or may not be a restaurant
A

1-star lodging establishments

69
Q
  • may include better quality furniture, larger rooms, a restaurant, television in each guest room, direct dial phones, room service and recreational facilities such as a swimming pool
  • luxury lacking, but cleanliness and comfort are essential
A

2-star lodging establishments

70
Q

offers all of the services of one- and two-star establishment and has expanded upon these services so that one or more are truly outstanding

A

3-star lodging

71
Q
  • have rooms that are larger than average
  • furniture is of high quality
  • personnel are well trained, courteous, and eager to provide customers with everything they need
  • guest complaints are minimal
  • lodging in this establishment should be a memorable experience
A

4-star establishments

72
Q
  • describes as the best
  • a superior restaurant is
    required
  • twice daily housekeeping services is standard
  • lobbies are comfortable and aesthetically attractive
  • the exterior is attractive and well maintained
  • a key factor: guest is made to feel like a VIP at all times by every employee of the establishment
A

5- star facilities

73
Q

TRUE/ FALSE: Many hotels invest in room designs. They do this with the understanding that an appealing room invites a return visit.

A

TRUE

74
Q

this is understood to be the main source of for sale at any hotel establishment

A

hotel sleeping rooms

75
Q

TRUE/ FALSE: Each hotel has no limit on the number of sleeping rooms it can sell. Therefore, hotel owners and managers continue to strive to maintain and enhance high level of quality standards.

A

FALSE (has no limit- has a limit)

76
Q

These are an ongoing process in all hotels. Those who do not do this may suffer in the long run and may encounter more expenses.

A

repairs and renovations

77
Q

four (4) common room types

A

single room
double room
twin room
triple room

78
Q
  • based on the intended number of occupants
  • set the foundation of specific room rates covered later
A

room types

79
Q

this is understood to be based on one occupant which is the single occupant

A

standard room type

80
Q

designated for one person

A

single room

81
Q
  • contains one king-size/ queen-sized bed
  • designed for 2 persons
A

double room

82
Q
  • with 2 single beds
  • designed for 2 persons
A

twin room

83
Q

contains 3 single beds or a standard room with an additional single bed

A

triple room

84
Q

it is a special type of room

A

suite

85
Q

six (6) types of suite room

A
  1. standard suite
  2. deluxe suite
  3. executive suite
  4. presidential suite
  5. PWD room
  6. connecting room
86
Q
  • also named junior suite/ family suite
  • it contains a living room, a bedroom, a shower/bath, a toilet, and comfortable furniture
A

standard suite

87
Q

usually bigger in room size and is newer in facilities than a Standard Suite

A

deluxe suite

88
Q
  • usually contains a spacious bedroom with one king-size bed, an elegant living room, and a large bathroom with additional facilities such as a whirlpool bath and an additional toilet
    -the area is usually twice as large as a Standard Suite
A

executive suite

89
Q
  • usually has 7-8 rooms, including the president’s bedroom, first- lady’s bedroom, a shower/bath, two toilets, a parlor, boardroom, guard’s station, study, kitchenette, a dining room, and a room for receiving guest
  • the best accommodation in a hotel
A

presidential suite

90
Q

designed to be PWD-friendly

A

PWD room

91
Q

made up of 2 or more seperate but adjoining rooms, which are connected by a door

A

connecting room

92
Q
  • ensuring that rooms are properly designated by their current status, and assigned a new status as it changes
A

room status reconciliation

93
Q

the ones who maintain each room status by coordinating with each other to make sure that rooms are assigned, cleaned, and assigned again to maximize room revenue, while avoiding a miss assignment

A

front office and housekeeping departments

94
Q

room status reconciliation (3)

A

a. state of occupancy
b. state of cleanliness
c. state of exception

95
Q

three (3) states of occupancy

A
  • occupied
  • vacant
  • vacant ready
96
Q

applies to a room that has been assigned to a guest and that guest has checked in already

A

occupied

97
Q

the guest has checked out of the room

A

vacant

98
Q

room is available for new occupancy

A

vacant ready

99
Q

two (2) state of cleanliness

A
  • dirty
  • clean
100
Q

room has not yet been cleaned by housekeeping

A

dirty

101
Q

room has been cleaned but still needs verification by executive housekeeper/ supervisor before releasing to guest

A

clean

102
Q

room was removed from inventory for a specific reason (repairs or renovation)

A

out of order

103
Q

the life cycle of a guest room

A

room status

104
Q

describing the status of a guest room requires determining its ___ for new occupancy

A

readiness

105
Q
  • to determine a room’s state of occupancy and state of cleanliness, this is assigned
  • combines both occupancy and cleanliness information
A

room status code

106
Q

nine (9) basic room status codes

A

VD
VC
VCI
DUE OUT
OD
OC
OOO
OOS
TOUCH UP

107
Q

the guest has checked out, room can now be cleaned

A

VD (vacant dirty)

108
Q

room has been cleaned, awaiting a supervisor’s check

A

VC (vacant clean)

109
Q

room is now ready for occupancy

A

VCI (vacant clean inspected)

110
Q

guest is due to check out this morning, but hasn’t yet

A

DUE OUT

111
Q

applies to during the stay, the room requires servicing

A

OD (occupied dirty)

112
Q

applies to during the stay, the room has been serviced

A

OOC (occupied clean)

113
Q

room is taken out of inventory due to some issue

A

OOO (out of order)

114
Q

room is temporarily out of use, but could be sold for that evening

A

OOS (out of service)

115
Q

room needs light replenishment, often due to a room move or viewing

A

TOUCH UP

116
Q

TRUE/ FALSE: The individual room rates within the rate structure are allocated a value based on certain characteristics.

A

TRUE

117
Q
  • the term used to specify the rate threshold within overall structure
  • defines what position a specific rate will take within the overall rate hierarchy
  • allows any hotelier to get a good idea as to a rate’s value in relation to the other rates
A

room rate designation

118
Q

TRUE/ FALSE: understanding each of the different rate designations within the structure is crucial in minimizing overall room revenue. Hotel managers must continually review the rate designation they incorporate within a hotel’s rate structure.

A

FALSE (minimizing- maximizing)

119
Q

TRUE/ FALSE: room rate designation does not specify an actual dollar value; it simply classifies all the rates within the rate structure

A

FALSE (classifies- ranks)

120
Q

eight (8) common room rate designations

A
  1. rack rate
  2. corporate rate
  3. government rate
  4. seasonal rate
  5. industry rate
  6. walk-in rate
  7. advance purchase rates
  8. half-day rates
121
Q
  • understood to be the highest published rate a hotel can charge for a specific room
  • can differ between room types, configuration and designation
A

rack rate

122
Q
  • designed to promote the corporate market segment
  • offered generally to any guest who knows to ask for it
  • reflects a 10% to 20% discount off of the rack rate
A

corporate rate

123
Q

federal and/or state governmental agencies set predetermined rates that they will reimburse their traveling employees for

A

government rate

124
Q
  • resorts and other location types that see a fluctuation in demand due to weather
  • the operation of a nearby attraction will vary their rates accordingly
A

seasonal rate

125
Q
  • those who work in the travel industry (travel agents, employees from other hotels, meeting planners, etc.) are often extended the professional courtesy of discounted rates
  • can vary from 30% to 50% off rack rate (depending on the location and seasonality factors)
A

industry rate

126
Q
  • this type of rate designation may vary from night to night
  • this is a hotel guest who arrives without a reservation
A

walk- in rate

127
Q

this is a hotel guest who arrives without a reservation

A

walk- ins

128
Q

offers a greater discount based on the number of days in advance it is booked

A

advance purchase rates

129
Q
  • these rooms are often utilized for just a few hours to conduct interviews and small conferences
  • the room is not used for the entire night
  • this rate is based on half the value of the rack rate
A

half- day rates

130
Q

occupancy rate measurement- formula

A

ORM= OR/ TRO - OOO (100)

131
Q

this is done daily to monitor the performance rating of the hotel (the higher the occupancy rates, the better)

A

occupancy rate measurement

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

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