Front office Managment

Question 1

What is the importance of front offfice?

Answer 1

it is the first and last point that someone interacts with and it is very important in how a guest sees a hotel as it draws the first impression

Question 2

What are the two most important functions of the front office?

Answer 2

Communication & Accounting

Question 3

What are the accounting procedures?

Answer 3

1. Accepting advance payments
2. opening guets bills
3. monitoring guests’ account
4. settling the account at check-out

Question 4

what are the communication procedures?

Answer 4

1. check in and out
2. effective communication
3. handling questions and inquiries
4. processing guest reservation
5. **co-ordinate with other departments
6. maintainig room status**

Question 5

what are front office main functions

2nd lecture in the chart

Answer 5

1. reservation and cancelation
2. night audit
3. revenue managment
4. guest services
   * bell desk
   * concierge
   * front desk

Question 6

how many shifts are there in FO?

front office works 24/7

FO: front office

Answer 6

Three main shifts
1. 7 am to 3pm
2. 3pm to 11pm
3. 11pm to 7am

Question 7

how many shifts are there in FO?

front office works 24/7

FO: front office

Answer 7

Three main shifts
1. 7 am to 3pm
2. 3pm to 11pm
3. 11pm to 7am

Question 8

What are the duties of FO Manager

Answer 8

1. co-ordinate activities of front office
2. create a link between managment and employees
   3.responsible for hiring, training
   4.prepare budget
   5.evaluate performance

Question 9

What are the duties of the Bell Boy?

Answer 9

1. handling guest luggage
2. escorting guests to rooms
3. locating guests in hotels
4. familiarlizing guests about saftey features

Question 10

What are the duties of the cashier

Answer 10

1. recieve payments
2. balancing guest account
3. opening and maintaining guest folios
4. handling foreign currency
5. recording all credit charges

Question 11

what are the duties of door attendant?

Answer 11

1. open doors for guests
2. helps bell boy
3. co-ordinate with parking attendants

Question 12

what are the duties of night audit?

Answer 12

1. preform night audit of hotel
2. prepare daily audit of housekeeping
3. studdy occupancy reports to ensure accuracy
4. fix all computer problems that happen at night shift

Question 13

what are the duties of front desk?

Answer 13

1. greet the guest
2. handling check-in and out
3. assign rooms
4. give out information
5. handle special requests

Question 14

what are the duties of the concierge?

Answer 14

1. making reservations in restaurants
2. reservations for concerts
3. personal helper to VIP guests
4. arranging tours

Question 15

what are the duties of reservation agent?

Answer 15

1. handling guarnteed and un-guaranteed reservations
2. up-sell accomodation
3. prepare arrival list and departure list

Question 16

what are the duties of Telephone Operator?

Answer 16

1. handle incoming and outgoing calls
2. answer questions about hotel services
3. direct calls to other extensions

Question 17

what is the guest cycle?

and how many cycles there are

Answer 17

the guest cycle is the series of events that start with pre-arrival and continous with arrival and during stay and in departure

there are 4 cycles

Question 18

talk about pre-arrival cycle

Answer 18

1. reservation
2. pre-registration
3. room check
4. room blocking

Question 19

talk about arrival cycle

Answer 19

1. welcoming guest
2. handling baggage
3. registration
4. handing out key
5. rooming

Question 20

talk about during stay cycle

Answer 20

1. answering inquiries
2. currency exchange
3. telephone handling
4. mail handling
5. travel assistance

Question 21

talk about departure cycle

Answer 21

1. closing guests’ account
2. handling baggage
3. key submission
4. transportation