FRONT OFFICE

What is the primary function of the front office in a hotel?

• Handling room service orders

• Managing housekeeping schedules

• verseeing guest services and interactions

• Maintaining the hotel's financial records

During the check-in process, which of the following is NOT typically a step?

• Greeting the guest

• Verifying the guest's reservation

• Conducting a room inspection with the guest

• Providing room keys and information

What is a Property Management System (PMS) used for in hotel operations?

• Managing employee schedules

• Controlling room temperature

• Processing reservations and guest data

• Organizing hotel maintenance tasks

Which of the following is an example of personalizing the check-in experience?

• Offering a welcome drink

• Requiring a large security deposit

• Limiting check-in times

• Standardizing room assignments

During the check-out process, what is the primary purpose of reviewing charges with the guest?

• To upsell additional services

• To ensure accuracy of the bill

• To collect guest feedback

• To promote future bookings

What is the main advantage of using a modern PMS connected to online booking platforms?

• It reduces the need for front desk staff

• It allows for real-time updates on room availability

• It automatically upgrades all guest rooms

• It eliminates the need for guest feedback

How do front office staff typically handle special requests made during reservation?

• Ignore them to avoid complications

• Charge extra fees for all special requests

• Record and communicate them to relevant departments

• Fulfill all requests personally

What is the primary role of a concierge in a hotel?

• To clean guest rooms

• To prepare meals for guests

• To provide enhanced guest services and information

• To manage hotel finances

When handling a guest complaint, what is the first step a front office staff member should take?

• Offer an immediate refund

• Argue with the guest to prove them wrong

• Listen attentively and show empathy

• Ignore the complaint and hope it resolves itself

Why do hotels often maintain a log of guest complaints?

• To use against guests in future disputes

• To identify recurring issues and improve service quality

• To gossip about difficult guests

• To determine which guests to blacklist