LODGING MIDTERMS

Question 1

This is how guests experience the hotel. It starts with aninquiryand ends with customer satisfaction.

Answer 1

The Guest Cycle

Question 2

Guest Cyclecan be divided into four main stages which are:

Answer 2

1. Pre-Arrival,
   2.Arrival,
   3.Occupancy,
   4.Departure.

Question 3

represents a systematic approach tofront officeoperations.

Answer 3

Guest Cycle

Question 4

there are important task related to guest services and guest accounting. TheFront officeemployees must be
aware of guest services and guest accounting activities at all stages
of the guest stay.Front office staffcan effectively serve the guest if
they have a clear understanding of the flow of business in the hotel.

Answer 4

Within the Four Stages:
1. Pre-Arrival,
2.Arrival,
3.Occupancy,
4.Departure.

Question 5

Reservation, Reconfirmation, Pickup request, Pre Arrival Letter

Answer 5

Pre-Arrival

Question 6

Doormen, Bell Desk, Travel Desk, Registration, Room Assignment, Issuing of Key, Baggage Handling, Welcome Letter

Answer 6

Arrival

Question 7

Safe Deposit, Telephone Calls, Concierge, Travel Desk, Currency Exchange, Mails

Answer 7

Occupancy

Question 8

Bill Settlement, Key Return, Bell Desk, Travel Desk, Concierge, Check-out, Thank-you Letter

Answer 8

Departure

Question 9

The Guest chooses a hotel during this stage of the guest cycle.

Answer 9

PRE – ARRIVAL STAGE

Question 10

Choice of the guest can be affected by many factors, including previous experiences with the hotel, advertisement, word of mouth referral by friends and colleagues, location, corporate,travel agentbooking, hotel name, hotel loyalty program member etc.

Answer 10

PRE – ARRIVAL STAGE

Question 11

The guest’s decision ofmaking thereservationcan also be affected
by the ease of making the reservation and the way reservation agent interacted and described the facility of the hotel like room type,room rate, recreational facilities and other attractions near the hotels etc.

Answer 11

PRE – ARRIVAL STAGE

Question 12

If a reservation can be accepted, the reservation agent creates a reservation on the hotel management software. The creation of this reservation record starts the hotel guest cycle. This reservation
contains details of the guest specificrequest which will help the
hotel to provide the guest with personalized service during his stay.

Answer 12

PRE – ARRIVAL STAGE

Question 13

The details which are collected during the reservation also helps the hotel to complete pre-registrationactivities like assign room according toguest request,room rateto be charged to the guestfolioduring thecourseof stay etc.

Answer 13

PRE – ARRIVAL STAGE

Question 14

Although the reservation details help in providing guests with anticipatory service the primary objective of making the reservation is to make sure that room will be available when he arrives at the hotel.

Answer 14

PRE – ARRIVAL STAGE

Question 15

includes registration and room assignment process. After the guest arrives, he or she establishes a
business relationship with the hotel through the front office. It is the front office staff responsibility toclarifyany query of the guest especially the details of room rat ofpackageshe/she is booked on.

Answer 15

ARRIVAL STAGE

Question 16

Front office staff should determine the guest’sreservation statusbefore beginning thecheck-in/registration process. Guest with reservation and guest without reservation commonly known aswalk-insalso provides an opportunity for business forfront
deskstaff.

Answer 16

ARRIVAL STAGE

Question 17

A Registrationcard or Reg. cardis printed and completed at the
time of check-in, which will help the front desk to collect essential information. The reg. card should contain details like billing instructions, reservation details, number of adults and children occupying, address, passport and visa for foreign nationals, full address, personal details andcreditcard details.Because the guest and hotel gain certain legal benefitsit is mandatory to get guest signature on theregistration card.

Answer 17

ARRIVAL STAGE

Question 18

The registration process is complete once a method of payment and the guest’s departure date have been confirmed and duly signed by the guest. The guest may be given aroom keyand direction to the
room or escorted by the guest service associate orguest service manager.

Answer 18

ARRIVAL STAGE

Question 19

When the guest checks-in to the room the occupancy stage of the
guest cycle begins.

Answer 19

ARRIVAL STAGE

Question 20

Greeting,
Transition,
Registration,
Completion.

Answer 20

The Arrival Chronology

Question 21

The first hotel employees who come into contact with most guests when they arrive. (The initial greeting begins the process of establishing a
favorable impression of the hotel). Larger hotels may have the valet parking to which he first greet the guest arriving. A pleasant smile and warm welcome set the stage for guest satisfaction.

Answer 21

Greeting: Uniformed Services

Question 22

Escorting a guest to their rooms. The widely recognized job role in the hotel is the bellman responsible for the assistance of guests to their rooms and to explain the hotel features to each guest. Arrival report lists and departure report lists are important to the bellman to be able to assist them with their luggage’s.
Assisting guests with great amount of luggage requires a bellcart. A bellcart is a large brass cart on rollers that bellman use to carry luggage to and from a guestroom.

Answer 22

Transition: Rooming a guest

Question 23

Once the guest arrives, the registration process begins. The front
desk personnels continue to focus on
guest satisfaction. Hotels that create a warm and inviting atmosphere around the front office area ensure that the registration process goes smoothly.

Answer 23

Registration

Question 24

As the guest approaches the front desk, he/she should be greeted warmly, further emphasizing guest
satisfaction.

Answer 24

10 x 10 rule

Question 25

states that a guest’s perception of an entire stay is, in large measure, instilled in the first 10 minutes upon arrival

Answer 25

First part of 10 x10 rule

Question 26

states that the front desk must greet a guest 10 feet before he/she approaches the desk (An employee who begins conversation with a guest at least 10 feet away creates a favorable impression, this makes a guest feel welcome by encouraging his/her approach).

Answer 26

Second part of 10 x10 rule