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3rd Year (1st Sem) > HM05- Rooms Division & Front Office > Flashcards

HM05- Rooms Division & Front Office Flashcards

1
Q

responsible to the GM for the effective and efficient leaders and operations of all the rooms division department

A

rooms division manager (RDM)

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2
Q

six(6) tasks/ responsibilities of RDM

A
  • financial responsibility for room divisions
  • employee satisfaction goals
  • guest satisfaction goals
  • guest services
  • guest relations
  • security
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3
Q

RDM is in charge of:

A

front office
reservations
housekeeping
concierge
guest services
bell services
valet

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4
Q

TRUE/FALSE: The Back Office is considered the hub or nerve center of the hotel.

A

FALSE (back office- front office)

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5
Q

it is the hub or nerve center of the hotel

A

Front office

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6
Q

it is the first impression of the guest

A

front office department

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7
Q

three (3) primary activities of RDM

A

check-in
information
checkout

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8
Q

refers to an arrangement by which lodging operators hold accommodations for guests who will be arriving at some later time.

A

reservations

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9
Q

goals of reservation

A
  1. provide assurance to prospective guests that suitable accommodations will be available at a specific price for a specified period.
  2. ensure that the greatest no. of rooms are occupied each day + charged rates for rooms are the highest possible
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10
Q

it is the first contact for the guest making the reservation for the guest

A

reservation

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11
Q

chart for making a reservation

A
  1. telephone to the same property (fax, letter, and cable)
    2a. travel agents and internet
    2b. tour operators
    3a. referrals
    3b. airport representatives and walk-ins
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12
Q

2 types of reservation

A
  1. guaranteed
  2. non-guaranteed
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13
Q

type of reservation that is 50% or fully paid

A

guaranteed

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13
Q
  • has no downpayment
  • no credit card details
  • can be canceled in a specific agreement due to failure to comply with payment
A

non-guaranteed reservation

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14
Q

telephone exchange includes

A

in-house communications
guest communications (pagers & radios)
voice mail
faxes
messages
emergency center

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14
Q

guest services include:

A

doorman
bellman

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15
Q

TRUE/ FALSE: The concierge is in the same department as the FO, room clerks, and cashiers.

A

FALSE (in the same department- separate department)

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16
Q

responsibilities of concierge

A
  1. keep abreast of all hotel events (review memos, messages, special attractions lists, arrival and departure lists)
  2. maintain contact with other businesses in the area (restaurants, airlines, ground transport agencies, theaters, clubs, and entertainment events)
  3. keep updated with all related services to guests (city attractions, transportation schedules, etc.)
  4. arrange and book tours and special attractions
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17
Q

responsible for the cleanliness, appearance, and condition of the entire hotel

A

housekeeping

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18
Q

responsible for maintaining security alarm systems and implementing procedures aimed at protecting the personal property of guests and employees and the hotel itself.

A

security division

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19
Q

Front Office Operation Management includes the work of:

A
  • processing reserving accommodations
  • registration of guests upon arrival
  • maintain accurate guest accounts
  • night auditing
  • coordination with other departments to provide delightful guest services
20
Q
  • the main department of the hotel business
  • directly interacts with customers upon arrival
  • ## staff is very visible to guests
A

front office department

21
Q

TRUE/ FALSE: The Back Office is called the Control center or the Nerve Center of the hotel, providing 24-hour service in handling guest needs.

A

FALSE (back office- front office)

22
Q

they handle transactions between the hotel and its guests.

A

Front office staff

23
Q

they receive the geusts, handle their requests, and strike the FIRST impression.

A

front office staff

24
Q

FO personnel should always:

A
  • carry a smile
  • be alert
  • accommodating at all times
25
Q

it includes receiving guests and any inquiries. It is very important that the front desk staff is aware of all necessary info related inside and outside the hotel.

A

front office department

26
Q

TRUE/ FALSE: the front office department includes the back desk in receiving guests and any inquiries.

A

FALSE (back- front)

27
Q

TRUE/ FALSE: the front desk staff should always be aware of all necessary info related inside and outside the hotel.

A

TRUE

28
Q

the front desk is commonly manned 24 hours a day:
morning
mid-shift
afternoon shift
night shift

A

morning: 6 AM- 2 PM
mid shift: 10 AM- 6 PM
afternoon shift: 2 PM- 10 PM
night shift: 10 PM- 6 AM

29
Q

basic responsibilities of the FO department:

A
  • creating a guest database
  • try to sell a service
  • ensure guest satisfaction
  • handle complaints
  • exchange foreign currency
  • arrange transport and local tours
30
Q

primary responsibility of the Front Office Department

A

ensure ‘smooth’ operation at the front desk area

31
Q

two (2) categories of Front Office Operations:

A

front-house operations
back-house operations

32
Q
  • these operations are visible to the guests of the hotel.
  • guests can interact and see these operations
A

front- house operations

32
Q

FO or BO:
1. determine the type of guest (new/returning) by checking the database.
2. ensure the preferences of the guest to give a personal touch to the service.
3. interact with the guests to handle requests for accommodation.
4. maintain guest’s account with the accounting system.
5. checking accommodation availability and assigning it to the guest.
6. collect detailed information during guest registration.
7. prepare the guest’s bill.
8. create a guest’s account with the FO accounting system.
9. issue accommodation keys to the guest.
10. reports
11. settling guest payment at the time of check-out.

A
  1. BO
  2. BO
  3. FO
  4. BO
  5. FO
  6. FO
  7. BO
  8. FO
  9. FO
  10. BO
  11. FO
33
Q
  • FO staff conducts these operations in the absence of the guests/ when guests’ involvement is not required.
  • a separate office is situated at the back of the front desk
A

back- house operations

34
Q

guest cycle in hotels

A
  1. pre-arrival
  2. arrival
  3. occupancy
  4. departure
35
Q

this stage is when the customer is:
- planning to avail an accommodation
- inquires about the availability via telephone call or an e-mail
- tries to find out more information about the hotel by visiting its website

A

pre-arrival

36
Q

in the pre-arrival stage, the potential guest inquires about the availability of the desired type of accommodation via ___ and ___.

A

telephone call
e-mail

37
Q

At the hotel end in the pre-arrival stage, the ____ captures the guest’s information such as name, age, contact numbers, duration of stay for room reservation, etc.

A

front office accounting system

38
Q
  • this stage is when the front office reception staff receives the guest in the reception
  • the porters bring in the guest’s luggage
A

arrival

39
Q

ARRIVAL STAGE:
for those with confirmed reservations, the front office clerk hands over a _ and requests the guest to fill in personal information regarding their stay in the hotel.

A

Guest Registration Card (GRC)

40
Q
  • during this stage, a FO accounting system is responsible for tracking guest charges against his/her purchases from the hotel and its services.
A

occupancy

41
Q
  • clerks register the guest in the database, give the welcome kit, and hand over the keys.
  • after the procedure of registration, guests can start occupying the accommodation.
A

arrival

42
Q
  • the front office staff is responsible for managing and issuing the keys to the accommodations to the right guests.
A

occupancy

43
Q

on guests’ request, the staff makes arrangements for transportation, babysitting, or local touring while the guest is staying in the hotel.

A

occupancy

44
Q

the FO accounting system ensures payment for goods and services provided.

A

departure

45
Q

if guest’ bill is not completely paid, balance is transferred from guest to non-guest records. When this occurs, collection becomes the responsibility of the back office accounting division.

A

departure

46
Q

At this time, the front office staff thanks the guest for giving them the opportunity to serve and arrange for handling luggage.

A

departure

47
Q

In the departure stage, if guests require airport or drop services, ___ fulfills it.

A

the front office bell desk

48
Q

in the arrival stage, who brings in the luggage?

A

porter

3rd Year (1st Sem) (13 decks)

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