Front Office - Communication

Why is effective communication essential in the front office?

• To complete paperwork faster

• To improve guest experience and avoid misunderstandings

• To reduce employee workload

• To ensure guests pay their bills on time

What type of communication is used when a front desk agent smiles and greets a guest?

• Verbal communication

• Non-verbal communication

• Written communication

• Electronic communication

Which of the following is an example of formal communication in the front office?

• Chatting with a guest about the weather

• Sending an official email to confirm a booking

• Waving at a colleague across the lobby

• Using slang while talking to a guest

Active listening in front office communication involves:

• Repeating every word the guest says

• Interrupting the guest to provide a quick solution

• Focusing on the guest’s words and responding appropriately

• Ignoring the guest’s concerns if they are busy

Which communication tool is commonly used in front office departments to record guest requests and complaints?

• Social media platforms

• Guest logbook or CRM system

• Television screens

• Online travel agency (OTA) websites

What is the most appropriate response when a guest makes a complaint at the front desk?

• Blame another department

• Apologize, listen carefully, and take necessary action

• Ignore the complaint if the hotel is fully booked

• Ask the guest to leave a review online

Which of the following is NOT an example of non-verbal communication?

• Smiling at a guest

• Maintaining eye contact

• Nodding to show understanding

• Sending an email to a guest

What should front office staff do when handling a guest’s phone inquiry?

• Speak slowly and clearly

• Use professional language and a polite tone

• Confirm details to avoid misunderstandings

• All of the above

Which of the following is an example of written communication in the front office?

• Taking a guest’s room service order over the phone

• Greeting a guest upon arrival

• Sending a confirmation email for a room reservation

• Talking to a guest about local attractions

Why is body language important in front office communication?

• It helps convey professionalism and friendliness

• It replaces the need for verbal communication

• It makes guests feel uncomfortable

• It is only important when dealing with VIP guests