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BHMS 2nd year term 1 > Front Office > Flashcards

Front Office Flashcards

1
Q

Political/financial crisis, natural disaster or war could lead to what?

A

Stop in growth of Tourism

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2
Q

Name 3 characteristics of the hspitalityN industry.

A

24/7/365, shift work, intangible service, production and consumption in front of guests

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3
Q

What is the main purpose of running a business?

A

To gain and maintain customers.

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4
Q

Everybody in hotel is responsible for what?

A

Quality of service.

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5
Q

Every interaction between customer and staff is described as what?

A

Moment of truth.

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6
Q

A wellness hotel aims at which markets?

A

Health oriented, wealthy people.

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7
Q

Name the department heads of a 300 room hotel (classical chart)

A

GM, HR, F&B, RD, Accts., Eng., S&M

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8
Q

Single, twin & Double are types of what?

A

Rooms in hotels.

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9
Q

“People construct their own understanding and

knowledge of the world and of situations.” what word describes this sentence.

A

Constructivism.

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10
Q

Why is it important to know about constructivism?

A

Because every customer has different needs and wants.

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11
Q

What are the 4 elements needed for good communication?

A

sender, receiver, message, medium.

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12
Q

What are some selection criteria for Front Office personnel?

A

looks, experience, skills, attitude, patience, etc.

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13
Q

What is included in the option “Half Pension”?

A

Room, breakfast, one meal.

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14
Q

Market & Competition are considered when by hotels?

A

When calculating room rates.

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15
Q

Name 2 hotel management forms.

A

Leasing, management contract.

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16
Q

What is the purpose of a mission statement?

A

Common purpose, goals & targets.

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17
Q

Stay one night but less than a year is the definition ffor which term?

A

Tourist.

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18
Q

IATA stands for?

A

International Air Transport Association

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19
Q

Who profits from the htel star rating system?

A

Customers, Hotel (transparency)

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20
Q

The individual(s) within a full-service hotel responsible
for providing guests with detailed information
regarding local dining and attractions, as well as
assisting with related guest needs

A

Concierge

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21
Q

A situation in which all rooms are sold or over-sold; a
period of time in which management attempts to
maximize average daily rate (ADR)

A

Sell-out

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22
Q

maximize profit and occupancy

A

Yield management

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23
Q

The price at which a hotel sells its rooms when no

discounts of any kind are offered to guests

A

Rack rate

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24
Q

The detailed list of a hotel guest’s room charges as well
as other charges authorized by the guest or legally
imposed by the hotel

A

Folio

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25
Q

Specific days in which the hotel is not accepting

reservations

A

Blackout dates

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26
Q

Initial impression that a hotel’s parking areas, grounds,
and external building aesthetics create for an arriving
guest

A

Curb appeal

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27
Q

A procedure used to verify the accuracy of each guest’s

registration information

A

Bucket check

28
Q

The system within the hotel used to document and

charge guests for their use of the telephone

A

Call accounting

29
Q

The accounting system used by the Controller to
prepare the hotel’s financial documents such as the
balance sheet, income statement, etc.

A

Back office system

30
Q

What does ETA stand for?

A

estimated time of arrival

31
Q

reserving more rooms than are available

A

overbooking

32
Q

A written acknowledgement of a

reservation is called

A

CONFIRMATION

33
Q

“sleepers”

A

how many people in a room

34
Q

computerized reservation

systems

A

accessibility, flexibility, efficiency, details, information

35
Q

A guest is currently registered to the room

A

Occupied

36
Q

The room is occupied, but the guest is assessed no charge for its use.

A

Complimentary

37
Q

The guest is not expected to check out today and will remain at least one more
night

A

Stay Over

38
Q

The guest has departed, but the room has not yet been cleaned and readied
for re-sale

A

On-change

39
Q

The guest has requested not to be disturbed

A

Do Not Disturb

40
Q

A guest is registered to the room, but the bed has not been used

A

Sleep-out

41
Q

The guest has left the hotel without making arrangements to settle his or her
account

A

Skipper

42
Q

The guest has settled his or her account and left the hotel, but the front office
staff has failed to properly update the room’s status.

A

Sleeper

43
Q

The room has been cleaned and inspected and is ready for an arriving guest.

A

Vacant and ready

44
Q

The room cannot be assigned to a guest. A room may be out-of-order for a
variety of reasons including the need for maintenance, refurbishing, and
extensive cleaning

A

Out-of-order

45
Q

The guest room door is locked from inside and outside two times so that no
one can enter.

A

Double Lock

46
Q

The room has been locked so that the guest cannot re-enter until a hotel
official clears him or her.

A

Lockout

47
Q

The guest made arrangements to settle his or her account (and thus is not a
skipper), but has left without informing the front office

A

DNCO (Did Not

Check Out)

48
Q

The room is expected to become vacant after the following day’s checkout
time.

A

Due out

49
Q

The guest is going to check out from the hotel today.

A

Do Not Paid

50
Q

The guest has settled his or her account, returned the room keys, and left the
hotel

A

Checkout

51
Q

The guest has requested and is being allowed to check out later than the
hotel’s standard check-out time

A

Late Check-out

52
Q

adjoining and connecting” rooms

A

adjoining = next to each other connecting = with door to other room

53
Q

CRS

A

Central Reservation System

54
Q

back to back

A

room continuously occupied or a shift work with the minimum amount of break

55
Q

an authorization code

A

credit card company reserves a requested amount of money and confirms it with code

56
Q

double occupancy

A

two persons sharing the same room

57
Q

release time

A

deadline for cancelling rooms without cancellation fees

58
Q

walking a guest

A

the process when a guest needs to be transferred to another hotel due to overbooking

59
Q

the 5 stages of check-in

A

Welcome - check and confirm contract data - inform and upsell - issue key - escort to room

60
Q

walk-in

A

Check-Ins without a prior reservation

61
Q

Suggestive selling

A

encourage guest to consume product which was not planned (eg meal)

62
Q

wash factor

A

amount of reservation that are eliminated from the reservation system

63
Q

room statuses

A

vacant clean, vacant dirty, occupied, out of order

64
Q

key tasks to complete upon check-in

A

personal data, room rate, payment method, details about stay

65
Q

Who in the hotel should maintain the guest history record?

A

everybody with guest contact

66
Q

How would you handle a check-in of a family with small children?

A

keep kids occupied away from counter, offer drinks or play material

BHMS 2nd year term 1 (2 decks)

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