Front office Flashcards
How to handle a noisy guestroom?
-Communicate hotel quiet hours and policies clearly to guests.
-Investigate and address the source of the noise promptly.
How do you assist guests in carrying guest luggage?
Greet the guest warmly
- Ask for permission
- If the guest agrees to assist, inquire about their specific needs.
- Use proper lifting techniques
- Be gentle and careful
- Escort them to their room
- Provide information
- Place luggage where requested
- Express willingness to assist further
How to conduct guest rooming?
-before carrying his luggage, ask the guest whether there are breakables contained inside.
-if yes, hold the luggage with one hand and the other bags on the other hand.
-escort the guest to his room.
-when taking the elevator, push the “up” button, get in first, then the guest. Upong going out, guests first, then yourself.
-knock three times at the door and say “room check” before entering the guest room. Let the guest get in first.
-ask the guest where he would want his bags to be placed.
-orient the guest about his room.
-ask if there is anything more that he needs. If none, thank the guest and bid goodbye.
How to carry/ arrange/file the guest luggage in the trolley?
- Start by warmly greeting the guest and offering assistance with their luggage.
-Make sure to have a durable luggage trolley with good space for guest luggage and ensure the wheels are in good condition. - Handle Luggage Carefully
- Arrange Luggage Neatly: Place larger, Stack smaller bags on top of larger ones, Place fragile or valuable items in a separate section, ask the guest for those items they want to keep.
- Secure and label the Luggage
- Maintain Trolley Balance and move carefully
- Escort the Guest
- Place Luggage in Guest Room
- Thank the Guest
What is Front Office?
-The main/nerve of the hotel
- It handles the transactions between the hotel and guests
- It is a hotel department that directly gets in touch with the guests, verifies the reservation, assigns rooms, and attends to the queries and concerns of the guest.
How to process bills for a company?
To process a bill to a company,
-start by creating a detailed invoice with the company’s information, invoice number, and date. Itemize the services or products provided, including descriptions, quantities, prices, and total amounts. Specify payment terms, due date, and accepted payment methods. If applicable, include tax information. –Attach supporting documents if needed, then send the invoice through the company’s preferred channel.
-Monitor payment status, follow up on overdue payments politely, and record all transactions. Once payment is received, acknowledge it and maintain accurate records for accounting and reporting purposes.
How many ID’s the front desk needs to request from the guest during check-in?
A front desk will request a ONE Valid ID card with photo or passport from the guest.
How to handle credit card payment?
-When handling credit card payment, the front desk staff should
-verify that the name of the card corresponds to the name of the guest by asking for government-issued IDs.
-confirm that the card is valid and not yet expired.
-confirm the transaction amount, use a secure payment terminal, swipe/insert/tap the card depending on the type of card and the payment terminal,
-enter payment details(total amount, card information, card number),
-wait for the authorization of the transaction from the bank
-wait for approval or decline message, if the transaction is approved,
-provide the customer with the printed/digital receipt and ensure that the customer signs the receipt,
-secure that the receipt is stored securely to protect the customer’s card information,
What to do if a guest lost his luggage?
- Express empathy and offer to help immediately.
- Ask the guest for details about the luggage.
- Check security footage
- Inform the hotel’s lost and found department and provide them with the information you’ve gathered.
- Inform hotel management about the situation and any actions taken.
- Offer basic necessities
- Maintain communication (updates fd luggage)
- If necessary, involve local authorities
- Create a detailed report of the incident, including guest statements and any actions taken.
- Continue to assist the guest until it is either found or the guest’s needs are met
What are the things needed to consider while riding an elevator?
- Wait patiently
- Press the correct floor button
- If someone is approaching hold the doo
- Respect capacity limits
- Stand clear of the doors
- Emergency procedures
- Avoid horseplay
- Exit promptly
- Don’t force the door
Give at least 3 functions of night auditor
- Perform end-of-day reports
- Checking in/out guests, answer phones, and take reservation during the graveyard shift
- Balance and reconcile all financial transactions that occurred during the day
How to settle travel cheque payments?
Settling a travel cheque payment involves verifying its authenticity, endorsing it for deposit, depositing it into the bank account, and waiting for it to clear. Once cleared, the funds become available for use, and the recipient provides a receipt to acknowledge payment.
-Detailed record-keeping is essential, and caution should be exercised to prevent fraud and follow the
How do hotels resolve the long queues in front desk during check in and check-out? Explain.
- Offering online check-in and check-out options – allows the guest to complete checking in/out processes digitally before arriving or departing from the hotel
- Self-service kiosks- enables the guest to independently check in and check out without going through the front desk
- Express check-out services - where guests can simply drop their keys and settle bills in designated boxes
- Staff training and efficient use of technology - enhances the speed and accuracy of front desk operations to reduce waiting time and ensuring smooth experience for guests
How to handle a travel agent voucher?
The front desk staff should verify the authenticity of the voucher and ensure that it complies with the hotel policies.
The front desk staff should check - voucher information- includes guest’s name, date of stay, room type, etc;
-travel agent identification - verification of the identity of the travel agent/agency to ensure that it’s a reputable source;
–authorization- contacting the travel agent/agency to confirm the voucher’s validity;
-payment and billing - if the voucher covers the entire stay, the front desk staff will process the check-in as usual, with the voucher serving as mode of payment. If the voucher only covers a portion of the stay or specific expenses, the guest will be informed of any additional charges they are responsible for.;
-documentation - the voucher will be retained by the hotel for billing purposes and as part of their records; and
-lastly, guest confirmation - front desk staff will confirm the details with the guest and provide any necessary information about the stay, such as check-out procedures, amenities, and services available.
Give at least 3 ways to prevent late check-out of guest
Clear Policy Communication - ensure that the guests are clearly informed about the hotel’s check out policy, include information about their check-out date and time during the booking process, as well as the late check-out fees or penalties for exceeding the designated check out time.
Incentives for on-time departure - encourage guests to check out on their designated check-out time by giving discounts or vouchers for their future stay.
Room Key Card Deactivation - implement a system where room keycards automatically deactivate at the standard check-out time
How to accommodate payment using foreign currency?
-We can ONLY perform foreign exchange with hotel in-house guests.
-Request a guest passport and determine the credentials.
-Confirm that the guest is a resident of the hotel by asking his room no.
Explain to the guest the exchange rate and seek his approval before proceeding with the transaction.
Receive the cash or traveler’s cheque in foreign currency.
-Calculate the total amount of local currency to be paid by multiplying the foreign currency by the exchange rate displayed.
-Request the guest to sign the foreign currency encashment certificate and compare the signature with the passport.
-Give the total amount of local currency with the encashment certificate to the guest.
What all details need to be reconfirmed by the Guest on the registration card during check-in?
-Personal Information
-Identification
-Reservation Details (room type, dates of stay, payment method, special requests,)
-Terms & Conditions
What are the things needed to perform by the Front Desk before the guest will completely check-out the hotel premises.
When a check-out request is received, the information should be communicated to all the concerned departments and POS or points of sale through electronic room status board, or network to rush the latest credit transactions to the front desk. So that the cashier may add and update the guest folio. And when the guest arrives at the front desk for check out, the cashier will present the bill.
What are things needed to perform before presenting the guest folio to the guest?
Before presenting the guest folio. Check unposted or late charges with other departments, print guest folio, and present to the guest.
How to present the bill/ folio to the guest?
After preparing the guest folio or bill, the cashier will print out the guest folio and present it in front of the guest for verification. Once verified, acknowledge the mode of payment.
How to greet the guest?
-GREET YOUR GUEST WITH A SMILE
-HAVE A FIRM HANDSHAKE
ESTABLISH A GOOD CONNECTION WITH EYE CONTACT
-GREET YOUR GUEST VERBALLY AND INTRODUCE YOURSELF
-MAINTAIN A POLISHED APPEARANCE AND OUTFIT
-CALL YOUR GUEST BY THEIR SURNAME
-MAKE YOUR GUEST FEEL SPECIAL
OFFER HELP AND CHECK IF THERE’S ANYTHING YOU CAN DO
-READ BODY LANGUAGE
What other services the front desk clerk may offer to the guest during check-in?
Recommending local attractions, helping guests plan trips and activities and making guests aware of the hotel services and any activities may be offered on-site.
