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
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
3
Q
staffs are very visible to guests
A
front office department
4
Q
- the control center/ nerve center of the hotel
- provides 24-hr service towards handling guests
A
front office department
5
Q
- handles the transactions between the hotel and its guests
- strikes the first impression
A
front office staff
6
Q
front office personnel should always (3):
A
- carry a smile
- alert
- accommodating at all times
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
8
Q
TRUE/ FALSE: the front desk is commonly not manned 24 hours a day.
A
FALSE
9
Q
morning shift:
mid shift:
afternoon shift:
night shift:
A
M: 6AM- 2PM
MD: 10AM- 6PM
A: 2PM- 10PM
N: 10PM- 6AM
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
11
Q
primary responsibility of the front office department:
A
ensure smooth operation at the front desk area
12
Q
two (2) categories of front office operation:
A
- front- house operations
- back- house operations
13
Q
- these operations are visible to the guests of the hotel
- guests can interact and see these operations
A
front-house operations
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
15
Q
- 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.
A
- BO
- BO
- FO
- BO
- FO
- FO
- BO
- BO
- FO
- BO
- FO
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
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
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)
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
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)
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
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
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
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
25
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
26
- 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
27
- 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
28
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
29
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
30
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
31
Ideally, the organization chart needs to be placed on the ____ and the ___.
FO notice board
BOH area
32
Directly supervises all front office personnel and ensures proper completion of all front office duties.
FO manager
33
Responsible to assist the Front office manager in his day to operations and also take charge when FOM is not available.
Assistant FO manager
34
directly supervises the reception, concierge, telephone, travel desk and the bell desk
duty manager
35
Responsible for all the guest relations related activities in the hotel.
guest relations manager
36
Responsible for all reservations related tasks.
reservation manager
37
responsible for managing the hotels online inventory, website, online travel agents, etc.
revenue manager
38
Registers guests, and maintains room availability information.
front desk agent
39
Maintains and settles guest folios, and properly checks out guests.
cashier
40
Controls the job of the Accounts Receivable Clerk, and prepares daily reports to management
ex. Occupancy Report and Revenue Report
night auditor
41
takes messages, provides directions to guests, and maintains mail
mail & information clerk
42
Responsible to assist guests by booking tours, making theatre and restaurant reservations, etc.
concierge
43
Manages the Switchboard and coordinates Wake-up Calls.
telephone operator
44
Responds to reservation requests and creates reservation records.
reservation agents
45
Responsible to oversee and assists the duties and tasks of the respective staff work.
supervisors
46
Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for any bit of information requested.
bellman
47
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
48
seven (7) selection of FO staff:
1. general appearance
2. mental alertness
3. evidence of emotional stability
4. administrative qualities
5. flexibility
6. professional attitude towards job
7. professional demeanor
49
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
50
mental alertness of a FO staff:
- carry on logical conversation and reasoning
- make clear and concise statement
- meet difficulties intelligently
51
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
52
professional demeanor of a FO staff:
- projects maturity
- appears to be business-like
- courteous
- maintains control in difficult situations
53
four (4) hotel classifications
1. hotel size
2. location
3. service level
4. independent hotel ratings
54
four (4) hotel sizes
small: 1- 50 sleeping rooms
medium: 151- 400
large: 401- 1,500
mega: 1,501- and over
55
four (4) hotel locations:
1. downtown
2. resort
3. airport
4. suburban
56
- 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
downtown
57
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.
FALSE (suburban- downtown)
58
- 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
resort
59
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.
TRUE
60
- 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
airport
61
- 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
suburban
62
three (3) hotel service levels:
1. full-service
2. limited service level
3. mid-market service level
63
Hotels that provide their guests with services, amenities, and facilities that they want or need to complete a total hotel experience.
full-service level
64
services under full-service level includes:
- on-site restaurants
- room service
- meeting space
- business center
- gift shop
- lounge
- shuttle service
65
- 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
limited service level
66
- 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.
mid-market service level
67
enumerate the independent hotel ratings
1- star
2- star
3-star
4- star
5-star
68
- 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
1-star lodging establishments
69
- 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
2-star lodging establishments
70
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
3-star lodging
71
- 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
4-star establishments
72
- 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
5- star facilities
73
TRUE/ FALSE: Many hotels invest in room designs. They do this with the understanding that an appealing room invites a return visit.
TRUE
74
this is understood to be the main source of for sale at any hotel establishment
hotel sleeping rooms
75
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.
FALSE (has no limit- has a limit)
76
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.
repairs and renovations
77
four (4) common room types
single room
double room
twin room
triple room
78
- based on the intended number of occupants
- set the foundation of specific room rates covered later
room types
79
this is understood to be based on one occupant which is the single occupant
standard room type
80
designated for one person
single room
81
- contains one king-size/ queen-sized bed
- designed for 2 persons
double room
82
- with 2 single beds
- designed for 2 persons
twin room
83
contains 3 single beds or a standard room with an additional single bed
triple room
84
it is a special type of room
suite
85
six (6) types of suite room
1. standard suite
2. deluxe suite
3. executive suite
4. presidential suite
5. PWD room
6. connecting room
86
- also named junior suite/ family suite
- it contains a living room, a bedroom, a shower/bath, a toilet, and comfortable furniture
standard suite
87
usually bigger in room size and is newer in facilities than a Standard Suite
deluxe suite
88
- 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
executive suite
89
- 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
presidential suite
90
designed to be PWD-friendly
PWD room
91
made up of 2 or more seperate but adjoining rooms, which are connected by a door
connecting room
92
- ensuring that rooms are properly designated by their current status, and assigned a new status as it changes
room status reconciliation
93
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
front office and housekeeping departments
94
room status reconciliation (3)
a. state of occupancy
b. state of cleanliness
c. state of exception
95
three (3) states of occupancy
- occupied
- vacant
- vacant ready
96
applies to a room that has been assigned to a guest and that guest has checked in already
occupied
97
the guest has checked out of the room
vacant
98
room is available for new occupancy
vacant ready
99
two (2) state of cleanliness
- dirty
- clean
100
room has not yet been cleaned by housekeeping
dirty
101
room has been cleaned but still needs verification by executive housekeeper/ supervisor before releasing to guest
clean
102
room was removed from inventory for a specific reason (repairs or renovation)
out of order
103
the life cycle of a guest room
room status
104
describing the status of a guest room requires determining its ___ for new occupancy
readiness
105
- to determine a room's state of occupancy and state of cleanliness, this is assigned
- combines both occupancy and cleanliness information
room status code
106
nine (9) basic room status codes
VD
VC
VCI
DUE OUT
OD
OC
OOO
OOS
TOUCH UP
107
the guest has checked out, room can now be cleaned
VD (vacant dirty)
108
room has been cleaned, awaiting a supervisor's check
VC (vacant clean)
109
room is now ready for occupancy
VCI (vacant clean inspected)
110
guest is due to check out this morning, but hasn't yet
DUE OUT
111
applies to during the stay, the room requires servicing
OD (occupied dirty)
112
applies to during the stay, the room has been serviced
OOC (occupied clean)
113
room is taken out of inventory due to some issue
OOO (out of order)
114
room is temporarily out of use, but could be sold for that evening
OOS (out of service)
115
room needs light replenishment, often due to a room move or viewing
TOUCH UP
116
TRUE/ FALSE: The individual room rates within the rate structure are allocated a value based on certain characteristics.
TRUE
117
- 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
room rate designation
118
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.
FALSE (minimizing- maximizing)
119
TRUE/ FALSE: room rate designation does not specify an actual dollar value; it simply classifies all the rates within the rate structure
FALSE (classifies- ranks)
120
eight (8) common room rate designations
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
- understood to be the highest published rate a hotel can charge for a specific room
- can differ between room types, configuration and designation
rack rate
122
- 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
corporate rate
123
federal and/or state governmental agencies set predetermined rates that they will reimburse their traveling employees for
government rate
124
- 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
seasonal rate
125
- 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)
industry rate
126
- this type of rate designation may vary from night to night
- this is a hotel guest who arrives without a reservation
walk- in rate
127
this is a hotel guest who arrives without a reservation
walk- ins
128
offers a greater discount based on the number of days in advance it is booked
advance purchase rates
129
- 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
half- day rates
130
occupancy rate measurement- formula
ORM= OR/ TRO - OOO (100)
131
this is done daily to monitor the performance rating of the hotel (the higher the occupancy rates, the better)
occupancy rate measurement
