PRELIM FRONT OFFICE Flashcards
EXAM NOTES
This department actively engages with potential guests to promote a hotel’s offerings, generate demand, and convey the property’s unique proposition (a short statement on how the hotel’s products and services are different and better than its competitors).
SALES & MARKETING
- plays a pivotal role in overseeing the front office operations. Responsible for training, super vising and motivating the reception staff.
FRONT DESK MANAGER
They oversee and manage the hotel’s financial transactions. It responsible for the cash inflows and outflows in a business.
ACCOUNTING/ CASHIERING
Significantly support the front office department by enhancing the overall guest experience.
FOOD & BEVERAGE (F&B)
A hotel’s commitment to guess is to provide them with a safe, secure, and welcoming environment. Guide by this commitment, the hotel rooms division, collaboratively works to manage accommodations and maintain a standard of cleanliness that exceeds guests’ expectation.
FRONT OFFICE DEPARTMENT
- Responsible for acquiring, utilizing, training, and developing a hotel’s labor needs.
HUMAN RESOURCE (HR)
They maintain the hotel’s appearance, sanitation, and cleanliness. Pays close attention to minute details in the lobby, hallways, and guest rooms to uphold a consistent appearance and ambiance.
HOUSEKEEPING (HK)
Responsible for building personalized relationship with guest (in larger hotels).
GUEST SERVICE AGENT
Marks the initial physical interaction between guest and hotel employees.
ARRIVAL STAGE
Typically works overnight hours and reconciles daily financial transactions, including room charges, payments, posting, adjustments, and other revenue-related activities, ensuring accuracy and balance.
NIGHT AUDITOR
involves a contractual agreement between a company and a hotel stating that the corporation will accept financial responsibility for any noshow guest for their bookings.
CITY LEDGER
The guest cycle involves the guest entire experiences in a hotel. It is
divided into 4 phases;
GUEST CYCLE
booking made without a deposit or other security, leaving a hotel more vulnerable to potential revenue loss due to no-shoes or cancellations.
NON- GUARANTEED
Phase when guest stay in hotel. During this stage, the front office liaises guest’s request and special needs with the concerned hotel departments and maintains guest accounts.
OCCUPANCY
a phase of anticipation where the guest’s expectation is set and the hotel will begin tailoring their experience accordingly
PRE-ARRIVAL
