1
Q
They sell guest rooms, register guests, and assign rooms
A
Front Office
2
Q
FO Operations
A
Reservations Registrations Room and rate assignment Guest services Room status Maintenance and settlement of guest accounts Creation of guest history
3
Q
Reservations
A
Till free telephone numbers Direct telephone calls Hotel sales representatives Travel agencies Telex Fax Emails Property networks
4
Q
Communications
A
PABX-hotel switchboard or private branch exchange Answering and distributing calls Monitor wake up calls Coordinate emergency calls Protect privacy
5
Q
Uniformed services
A
Set proper service standards
Enhance hotel’s image
Make lasting impression
6
Q
Important personal traits of FO Staff
A
Mature Maintains control and composure With positive attitude With sense of humor With eye for detail
7
Q
Uniformed Service Department Personnels
A
Bell Attendant Door Attendant Valet Parking Attendant Transportation Personnel Concierge
8
Q
Front Desk Personnels
A
Receptionist
Front Desk Agent
Cashier
Mail and Information Clerk
9
Q
Reservation Personnels
A
Reservation Clerk
Reservationists
10
Q
Communication Personnel
A
Telephone Operator
11
Q
The key lapels displayed in the uniform of the Concierges
A
Clefs d’Or
12
Q
4 room divisions
A
Front office
Housekeeping
Uniformed services
Concierge
HRM
flashcards
Decks in class (6)
# Cards
