Front Office Midterm

Question 1

Pre-arrival

Answer 1

Guest choose their hotels during this stage of the guest cycle

When a guest makes a reservation, a reservation record is created

Question 2

Hotel choice is affected

Answer 2

Type of travel 
Previous experiences
Advertisement and promotions
Recommendations 
Frequent traveler rewards programs

Question 3

Arrival

Answer 3

The guest establishes a business and legal relationship with the hotel.
Uniformed staff greet the guest at the entrance.
The guest present an ID card/ credit card (for proof)
Gather the guest information
Completed when the guest has presented a method of paying and departure date. Then the guest is issued the room key

Question 4

During the stay

Answer 4

The FD is responsible for coordinating services for guests
Guest complaints should be resolved as quickly as possible
FD accounting records for guests for the purchases and must be reviewed for accuracy

Question 5

Departure

Answer 5

Guest services and guest accounting aspects are completed
The guest vacates the room, receives an account receipt, returns the room key, leaves the hotel
FO system automatically updates the room’s availability status and closes the guest account
A guest history file is automatically created

Question 6

Reservation agent sales process

Answer 6

Great the caller
Identify the caller's need
Provide an overview of the hotel's features and benefits
Propose a room recommendation 
Close the sale
Gather the reservation information
Thank the caller

Question 7

Type of reservations

Answer 7

Non-guaranteed (6pm)

Guaranteed (pre-payment, advance deposit, credit card, travel agent)

Question 8

Confirmation can be made by

Answer 8

Confirmation number

Letter of confirmation

Question 9

Revenue management

Answer 9

A technique based on supply and demand used to maximise revenues by lowering prices to increase sales during periods of low demand and by rising prices during periods of high demand

Question 10

The concept of revenue management

Answer 10

Services are intangible (can not be stored) why RM is important
Forecast of the future will help you monitor demand and supply
Shift focus from “high-volume” to “high-profit”

Question 11

Why make forecasts of room availability or occupancy?

Answer 11

To determine what strategy to use in Revenue management
To plan staffing levels at the front office and other departments
To help other departments with their operational planning

Question 12

Measuring occupancy %

Answer 12

Room nights sold / room nights available

Question 13

Measuring average daily rate (ADR)

Answer 13

Realised revenue / total rooms sold

Question 14

Measuring yield

Answer 14

Realised room revenue / potential room revenue

Question 15

Measuring RevPAR

Answer 15

Realised room revenue / number of available rooms

Question 16

High demand tactics

Answer 16

Close or restrict discounts
Apply minimum length of stay
Reduce group room allocation 
Raise rates to be consistent with competitors
Tighten cancellation policies

Question 17

Low demand tactics

Answer 17

Lower rates
Offer packages
Sell values and benefits
Encourage upgrades
Remove stay restrictions
Keep discounts categories open

Question 18

Pre-registration activity

Answer 18

Assign rooms to reservations for which you have all information
Assign rooms for groups 
Print registration forms
Make key cards and "envelopes"
Arrange for special requests

Question 19

Creating the registration form

Answer 19

Guest name, address and phone number
Company affiliation 
Personal data (passport number, date of birth)
Method of paying 
Arrival and departure date
Rate
Room number / type
Guest's signature

Question 20

Assigning the room and rate

Answer 20

Guest wants/ needs
Room status
Room rates
Room location
Future blocks

Question 21

Establishing method of paying

Answer 21

Cash
Personal checks
Credit card
Direct billing

Question 22

Issuing the room key

Answer 22

Inform the guest about the room number
Inform the guest of where to find the room
Give information about the hotel that may be of interest for the guest
Wish the guest a pleasant stay

Question 23

Up-grading

Answer 23

A guest is offered a more expensive or luxury room but the price is the same

Question 24

Things that can be done to prevent walking of a guest

Answer 24

Check the arrival list
Check the “stay-over” and “due-outs”
Check rooms that are out-of-order

Question 25

How to handle a walking of a guest

Answer 25

Make preparations (call other hotels)
When a guest arrives, talk to them in private explaining the situation
Make apologies
Follow up!

Question 26

Front office communications

Answer 26

Communication with guests
Log book
Information directory (kept to be able to answer common guest questions)
Mail and package service
Telephone service 
Handover to the next shift
Daily morning briefing

Question 27

Interdepartmental communications

Answer 27

Banquets 
Maintenance
Controller
Security 
Human Resources 
Housekeeping 
Food and Beverage 
Marketing and Sales