Front Office Flashcards
Political/financial crisis, natural disaster or war could lead to what?
Stop in growth of Tourism
Name 3 characteristics of the hspitalityN industry.
24/7/365, shift work, intangible service, production and consumption in front of guests
What is the main purpose of running a business?
To gain and maintain customers.
Everybody in hotel is responsible for what?
Quality of service.
Every interaction between customer and staff is described as what?
Moment of truth.
A wellness hotel aims at which markets?
Health oriented, wealthy people.
Name the department heads of a 300 room hotel (classical chart)
GM, HR, F&B, RD, Accts., Eng., S&M
Single, twin & Double are types of what?
Rooms in hotels.
“People construct their own understanding and
knowledge of the world and of situations.” what word describes this sentence.
Constructivism.
Why is it important to know about constructivism?
Because every customer has different needs and wants.
What are the 4 elements needed for good communication?
sender, receiver, message, medium.
What are some selection criteria for Front Office personnel?
looks, experience, skills, attitude, patience, etc.
What is included in the option “Half Pension”?
Room, breakfast, one meal.
Market & Competition are considered when by hotels?
When calculating room rates.
Name 2 hotel management forms.
Leasing, management contract.
What is the purpose of a mission statement?
Common purpose, goals & targets.
Stay one night but less than a year is the definition ffor which term?
Tourist.
IATA stands for?
International Air Transport Association
Who profits from the htel star rating system?
Customers, Hotel (transparency)
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
Concierge
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)
Sell-out
maximize profit and occupancy
Yield management
The price at which a hotel sells its rooms when no
discounts of any kind are offered to guests
Rack rate
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
Folio
Specific days in which the hotel is not accepting
reservations
Blackout dates
Initial impression that a hotel’s parking areas, grounds,
and external building aesthetics create for an arriving
guest
Curb appeal
A procedure used to verify the accuracy of each guest’s
registration information
Bucket check
The system within the hotel used to document and
charge guests for their use of the telephone
Call accounting
The accounting system used by the Controller to
prepare the hotel’s financial documents such as the
balance sheet, income statement, etc.
Back office system
What does ETA stand for?
estimated time of arrival
reserving more rooms than are available
overbooking
A written acknowledgement of a
reservation is called
CONFIRMATION
“sleepers”
how many people in a room
computerized reservation
systems
accessibility, flexibility, efficiency, details, information
A guest is currently registered to the room
Occupied
The room is occupied, but the guest is assessed no charge for its use.
Complimentary
The guest is not expected to check out today and will remain at least one more
night
Stay Over
The guest has departed, but the room has not yet been cleaned and readied
for re-sale
On-change
The guest has requested not to be disturbed
Do Not Disturb
A guest is registered to the room, but the bed has not been used
Sleep-out
The guest has left the hotel without making arrangements to settle his or her
account
Skipper
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.
Sleeper
The room has been cleaned and inspected and is ready for an arriving guest.
Vacant and ready
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
Out-of-order
The guest room door is locked from inside and outside two times so that no
one can enter.
Double Lock
The room has been locked so that the guest cannot re-enter until a hotel
official clears him or her.
Lockout
The guest made arrangements to settle his or her account (and thus is not a
skipper), but has left without informing the front office
DNCO (Did Not
Check Out)
The room is expected to become vacant after the following day’s checkout
time.
Due out
The guest is going to check out from the hotel today.
Do Not Paid
The guest has settled his or her account, returned the room keys, and left the
hotel
Checkout
The guest has requested and is being allowed to check out later than the
hotel’s standard check-out time
Late Check-out
adjoining and connecting” rooms
adjoining = next to each other connecting = with door to other room
CRS
Central Reservation System
back to back
room continuously occupied or a shift work with the minimum amount of break
an authorization code
credit card company reserves a requested amount of money and confirms it with code
double occupancy
two persons sharing the same room
release time
deadline for cancelling rooms without cancellation fees
walking a guest
the process when a guest needs to be transferred to another hotel due to overbooking
the 5 stages of check-in
Welcome - check and confirm contract data - inform and upsell - issue key - escort to room
walk-in
Check-Ins without a prior reservation
Suggestive selling
encourage guest to consume product which was not planned (eg meal)
wash factor
amount of reservation that are eliminated from the reservation system
room statuses
vacant clean, vacant dirty, occupied, out of order
key tasks to complete upon check-in
personal data, room rate, payment method, details about stay
Who in the hotel should maintain the guest history record?
everybody with guest contact
How would you handle a check-in of a family with small children?
keep kids occupied away from counter, offer drinks or play material
