What are the competencies of front office professionals?

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

What is the significance of guest feedback in hotel management?

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

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

VIP stands for Very Important Person.

What is the role of a concierge in a hotel?

The concierge provides information and assistance to guests, helping them with reservations, recommendations, and special requests.

What are the responsibilities of a front office cashier?

To post guest charges, settle accounts, disburse cash, and maintain safety boxes.

What is the purpose of pre-arrival communication with guests?

To make a positive first impression and inform guests about available extras and upgrades.

What is the significance of grooming standards for front office personnel?

Grooming standards reflect professionalism and hygiene, impacting the guest's perception of the hotel.

What are the key qualities of effective guest service?

Key qualities include reliability, responsiveness, assurance, empathy, and a pleasing attitude.

What is the role of the bell captain in a hotel?

The bell captain manages luggage movement, oversees bell staff, and ensures guest satisfaction during arrivals and departures.

What does 'ASAP' mean in hotel terminology?

ASAP stands for As Soon As Possible.

What is the importance of staff training in front office management?

Staff training ensures that employees are knowledgeable, skilled, and capable of providing high-quality service to guests.

What are the main functions of the front office?

The main functions include reservations, guest registration, room assignment, and maintaining guest accounts.

What is the role of the front office in guest relations?

The front office coordinates guest interactions, addresses complaints, and ensures a positive overall experience.

What does 'PMS' stand for in hotel management?

PMS stands for Property Management System.

What is the significance of maintaining accurate room status information?

Accurate room status information is essential for effective guest management and ensuring availability.

What are the responsibilities of a front office supervisor?

To train and supervise front office agents, manage guest interactions, and ensure smooth operations during shifts.

What is the purpose of conducting department meetings in front office management?

To communicate updates, address issues, and ensure all staff are aligned with service standards and goals.

What does 'ETA' mean in hotel operations?

ETA stands for Estimated Time of Arrival.

What is the role of the telecommunications supervisor?

To manage all communications within the hotel and ensure efficient operation of telecommunication systems.

What are the key components of effective guest accounting?

Effective guest accounting involves monitoring credit limits, settling bills, and maintaining accurate financial records.

What is the importance of teamwork in front office operations?

Teamwork ensures efficient service delivery, enhances communication, and improves overall guest satisfaction.

What does 'LOA' stand for in hotel terminology?

LOA stands for Letter of Authorization.

What is the role of a front office agent?

To assist guests with check-in and check-out, provide information, and handle reservations.

What are the key responsibilities of a duty manager?

To supervise all uniformed services, manage guest complaints, and ensure guest satisfaction during shifts.

What does 'GC' mean in hotel management?

GC stands for Gift Certificate.

What is the significance of maintaining discipline among front office staff?

Maintaining discipline ensures professionalism, enhances guest experience, and upholds the hotel's reputation.

What are the main duties of a bellman/doorman?

To welcome guests, assist with luggage, and provide information about hotel services.

What does 'TBA' mean in hotel operations?

TBA stands for To Be Advised or To Be Announced.

What is the role of the front office in managing guest complaints?

The front office is responsible for addressing and resolving guest complaints to ensure satisfaction.

What are the key elements of a front office budget?

A front office budget includes projected revenues, expenses, and financial goals for the department.

What does 'SDB' stand for in hotel terminology?

SDB stands for Safety Deposit Box.

What is the importance of guest history in hotel management?

Guest history helps personalize service, track preferences, and enhance the overall guest experience.

What are the responsibilities of a front office manager during peak seasons?

To manage staff schedules, ensure service quality, and handle increased guest volume effectively.

What does 'FIT' mean in hotel terminology?

FIT stands for Foreign Individual Tourist.

What is the role of a reservation agent?

To handle guest inquiries, process bookings, and manage room availability.

What are the key qualities of a successful front office team?

Key qualities include communication skills, teamwork, adaptability, and a customer-focused attitude.

What is the significance of upselling in front office operations?

Upselling increases revenue by encouraging guests to purchase additional services or upgrades.

What are the main functions of the guest relation desk?

To assist guests with inquiries, provide information, and enhance the overall guest experience.

What is the role of the front office in marketing?

The front office plays a role in marketing by promoting services, upselling, and gathering guest feedback.

What are the key responsibilities of a front office secretary?

To manage administrative tasks, assist with guest inquiries, and support front office operations.

What does 'VVIP' stand for in hotel management?

VVIP stands for Very Very Important Person.

What is the importance of maintaining a clean and organized front office?

A clean and organized front office creates a positive first impression and enhances guest satisfaction.

Front Office Management Flashcards

Student preview

127 questions

Show all answers

1.

FLASHCARD QUESTION

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.

2.

FLASHCARD QUESTION

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

3.

FLASHCARD QUESTION

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

4.

FLASHCARD QUESTION

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

5.

FLASHCARD QUESTION

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.

6.

FLASHCARD QUESTION

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.

7.

FLASHCARD QUESTION

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.

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