Front Office Management

Front

What is the role of the front office in hotel operations?

Back

The front office is the 'nerve center' of hotel operations, serving as the first and last point of contact for guests and playing a crucial role in creating the hotel's image.

Front

What are the stages of the hotel guest cycle?

Back

1. Research 2. Booking 3. Pre-Arrival 4. Arrival 5. In-House/Stay 6. Departure 7. Post-Stay

Front

What are the basic tasks of front office heads?

Back

1. Taking of Attendance 2. Briefings 3. Managing Discipline 4. Staff Scheduling 5. Assignment of Duties 6. Evaluating Staff

Front

What are the critical ingredients of a good front liner?

Back

1. Knowledgeable 2. Courteous 3. Friendly and accommodating 4. Confident 5. Sincerely interested 6. Consistently reliable 7. Pleasing personality

Front

What are the dos and don'ts of front office employees?

Back

Dos: Be courteous, cheerful, and tactful. Don'ts: Do not eat in work areas, engage in personal conversations while on duty, or spread rumors.

Front

What is the importance of discipline in front office operations?

Back

Discipline ensures professional conduct, reflects the property's image, maintains hygiene standards, and facilitates coordination among staff.

Front

What is the function of the front office manager?

Back

To organize, supervise, and train front office staff, ensuring quality service and maximizing room revenue.

Front

What are the competencies of front office professionals?

Back

Competencies include effective communication, problem-solving, customer service skills, and the ability to work under pressure.

Front

What is the significance of guest feedback in hotel management?

Back

Guest feedback helps improve services, enhances guest satisfaction, and encourages repeat business.

Front

What does the term 'VIP' stand for in hotel management?

Back

VIP stands for Very Important Person.