FOOM- Prelims Flashcards
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
front office operation management
the main department of the hotel business which directly interacts with the customers or guests when they first arrive at the hotel.
front office department
staffs are very visible to guests
front office department
- the control center/ nerve center of the hotel
- provides 24-hr service towards handling guests
front office department
- handles the transactions between the hotel and its guests
- strikes the first impression
front office staff
front office personnel should always (3):
- carry a smile
- alert
- accommodating at all times
TRUE/ FALSE: it is very important that the front desk staff all necessary information related not only inside but also outside of the hotel.
TRUE
TRUE/ FALSE: the front desk is commonly not manned 24 hours a day.
FALSE
morning shift:
mid shift:
afternoon shift:
night shift:
M: 6AM- 2PM
MD: 10AM- 6PM
A: 2PM- 10PM
N: 10PM- 6AM
basic responsibilities of the front office department:
- create guest database
- coordinate guest service
- sell a service
- ensure guest satisfaction
- exchange foreign currency
- handle complaints
primary responsibility of the front office department:
ensure smooth operation at the front desk area
two (2) categories of front office operation:
- front- house operations
- back- house operations
- these operations are visible to the guests of the hotel
- guests can interact and see these operations
front-house operations
- 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
back-house operations
- determine the type of guest (new/returning) by checking the database.
- ensure preferences of the guest to give a personal touch to the service.
- issue accommodation keys to the guest.
- maintain guest’s account with the accounting system.
- interact with the guests to handle request for an accommodation.
- create a guest’s account with the FO accounting system.
- prepare the guest’s bill.
- reports
- collect detail information while guest registration.
- check accommodation availability and assigning it to the guest
- settle guest payment at the time of check-out.
- BO
- BO
- FO
- BO
- FO
- FO
- BO
- BO
- FO
- BO
- FO
- 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
pre-arrival stage
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 ___
telephone call
e-mail
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.
FALSE (guest- hotel)
- 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
arrival stage
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.
Guest Registration Card (GRC)
- the clerk hands over a welcome kit and keys of the accommodation
- after the procedure of registration, the guest can start occupying the accommodation.
arrival stage
- 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
occupancy stage
on guests’ request, the staff also makes arrangement for transportation, babysitting, or local touring while the guest is staying in the hotel
occupancy stage
- 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
departure stage
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 ____.
back office accounting division
- 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
departure stage
- 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
the front office department organizational chart
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
FO director
in a large hotel, the FO department is headed by the FO director and is assisted by these three (3):
reservation manager
front desk manager
revenue manager
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.
TRUE
Ideally, the organization chart needs to be placed on the ____ and the ___.
FO notice board
BOH area
Directly supervises all front office personnel and ensures proper completion of all front office duties.
FO manager
Responsible to assist the Front office manager in his day to operations and also take charge when FOM is not available.
Assistant FO manager
directly supervises the reception, concierge, telephone, travel desk and the bell desk
duty manager
Responsible for all the guest relations related activities in the hotel.
guest relations manager
Responsible for all reservations related tasks.
reservation manager
responsible for managing the hotels online inventory, website, online travel agents, etc.
revenue manager
Registers guests, and maintains room availability information.
front desk agent
Maintains and settles guest folios, and properly checks out guests.
cashier
Controls the job of the Accounts Receivable Clerk, and prepares daily reports to management
ex. Occupancy Report and Revenue Report
night auditor
takes messages, provides directions to guests, and maintains mail
mail & information clerk
Responsible to assist guests by booking tours, making theatre and restaurant reservations, etc.
concierge
Manages the Switchboard and coordinates Wake-up Calls.
telephone operator
Responds to reservation requests and creates reservation records.
reservation agents
Responsible to oversee and assists the duties and tasks of the respective staff work.
supervisors
Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for any bit of information requested.
bellman
qualities of a good FO employee:
- warm personality
- immediate attention
- poise under pressure
- desire to be helpful
- ability to listen
- desire to be liked
- speak positive
seven (7) selection of FO staff:
- general appearance
- mental alertness
- evidence of emotional stability
- administrative qualities
- flexibility
- professional attitude towards job
- professional demeanor
general appearance of a FO staff:
- always carry a smile
- with good health
- pleasant voice and ability to listen
- good attention
- care to body cleanliness
- friendly
mental alertness of a FO staff:
- carry on logical conversation and reasoning
- make clear and concise statement
- meet difficulties intelligently
professional attitude of a FO staff:
- 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
professional demeanor of a FO staff:
- projects maturity
- appears to be business-like
- courteous
- maintains control in difficult situations