Types of Front Office Communication

Question 1

direct conversation to the guest

Answer 1

Verbal Communication

Question 2

directly through sign or gesture

Answer 2

Non verbal

Question 3

Internal or External form of communication received by guests or employees from the hotel

Answer 3

Written

Question 4

form of communication through direct dialing calls

Answer 4

Tele Communication

Question 5

• speeches
  
  • telephone conversation
    
    • one-on-one meeting
    • presentation

Answer 5

Verbal Communication

Question 6

Example: Facial expression, body movements, physical gesture, body language, eye contact.

Answer 6

Non verbal

Question 7

Example:
Letters, memos, notice boards, faxes, invoices or arrival & departure list, internal newspaper, and instant messaging.

Answer 7

written

Question 8

Wake up call, Fax message,
e-mail, taking message from phone calls

Answer 8

Tele Communication

Question 9

Made within the hotel’s non-toll dialing area.

Answer 9

Local Calls

Question 10

a connection beyond the local dialing area that is still handled by the hotel’s local carrier and billed as distance.
Calls within the suburbs or municipalities or outside the community/ vicinity.

Answer 10

Extended area calls

Question 11

the traditional definition of a long distance is a connection directly dialed by the guest that goes outside the hotel’s non-toll area and is switched from the local carrier to the common carrier.

Answer 11

Direct Distance Dialing or DDD (NDD/IDD)–

Question 12

those that require intervention by local or long distance operators for billing purposes.

Answer 12

Operator service calls