Front Office Management

How can you as FOA, project a feeling of hospitality during guest check-in processes?

• Making eye contact, give a warm smile, offer assistance with the luggage, inquire about guest travel experiences or weather.

• No eye contact and warm smile.

• Looking angry at the guest.

• Fasten the check-in processes so that you can continue playing computer games.

What are the important guest detail that need to be jot down in the registration form?

• Guest's favorite food.

• Guest correct name, contact number, method of payment, room rate, departure date, room type.

• Guest's siblings name and their contact number.

• Guest hobby and interest during free time.

Bank cards such as Visa card, Master card or AMEX are an example of _______________.

Upon check-in, guest needs to present his/her proof of identification that consists of:

• electricity/ water bills.

• telephone bills.

• identity card or valid driving license with photo or passport.

• selfie images in his/her phone.

What are some of the guest request with regards to his/her room?

• room that has not been clean by housekeeping staff.

• locations (views, level), layout and decor, special needs (hearing-impaired, ramps), bed requirements (king, queen, single).

• breakfast provided for two persons.

• candle light dinner for two.

______________ is a room that is thought to be occupied but in fact is vacant.

What is Rack Rate?

• Highest rate charged by the hotel.

• Rate offered to infrequent business travelers.

• Rate offered to group travelers.

• rate which is suitable for price sensitive market.

What is Complimentary Rate?

• Suitable for business persons.

• No charge to the guest (Free of Charge or FOC).

• Rate for those traveling in group.

• Rate for guest who are going for holiday.

_______________ is room rate offered to business person of a corporation who are frequent visitors.

What are the two methods that can be used by FOA to maximize room rates?

• Bottom-up and top-down sales methods.

• Smile and greet the guest.

• Ask the guest his preferences.

• Do not give any option, just offer the most expensive room.