Lesson 1: Introduction

Question 1

includes the work of processing
reserving accommodations in the hotel, registration of guests upon arrival at the property, maintaining accurate guest accounts with the hotel, night auditing, and coordination with various
other departments for providing delightful guest services.

Answer 1

Front Office Operations Management

Question 2

MORNING SHIFT

Answer 2

6AM - 2 PM

Question 3

MID SHIFT

Answer 3

10 AM - 6PM

Question 4

AFTERNOON SHIFT

Answer 4

2PM - 10 PM

Question 5

NIGHT SHIFT

Answer 5

10 PM - 6 AM

Question 6

There are two categories of Front Office Operations:

Answer 6

a. Front-House Operations
b. Back-House Operations

Question 7

✓ Interacting with the guests to handle request for an accommodation.
✓ Collecting detail information while guest registration.
✓ Creating a guest’s account with the FO accounting system.
✓ Issuing accommodation keys to the guest.
✓ Settling guest payment at the time of check-out.

Answer 7

Front-house operations

Question 8

✓ Determining the type of guest (new/returning) by checking the database.
✓ Ensuring preferences of the guest to give a personal touch to the service.
✓ Maintaining guest’s account with the accounting system.
✓ Preparing the guest’s bill.
✓ Reports.
✓ Checking accommodation availability and assigning it to the guest.

Answer 8

Back-house operations

Question 9

Guest Cycle in Hotel

Answer 9

1. Pre-arrival
2. Arrival
3. Occupancy
4. Departure

Question 10

stage, the customer or the potential guest inquires about the availability of the desired type of
accommodation and its amenities via telephone call or an e-mail. The customer also tries to find
out more information about the hotel by visiting its website.

At the hotel end, the front office accounting system captures the guest’s information such as
name, age, contact numbers, probable duration of stay for room reservation and so on.

Answer 10

Pre-arrival

Question 11

The front office reception staff receives the guest in the reception. The porters bring in the guest
luggage. For the guest with confirmed reservation, the front office clerk hands over a Guest
Registration Card (GRC) to the guest and requests the guest to fill in personal information regarding their stay in the hotel.

The clerk then registers the guest in the database thereby creating a guest record and a guest account along with it. Later, the clerk hands over a welcome kit and keys of the accommodation. After the procedure of registration, the guest can start occupying the accommodation.

Answer 11

Arrival

Question 12

a front office accounting system is responsible for tracking guest charges
against his/her purchases from the hotel restaurants, room service, bar, or any outgoing telephone calls made via the hotel’s communication systems. The front office staff is responsible to manage and issue the right keys of the accommodations to the right guests. On guests’ request, the staff also makes arrangement for transportation, babysitting, or local touring while
the guest is staying in the hotel.

Answer 12

Occupancy

Question 13

the front office accounting system ensures payment for goods and
services provided. If a guest’s bill is not completely paid, the balance is transferred from guest to non-guest records. When this occurs, collection becomes the responsibility of the back office accounting division.

Answer 13

Departure