Front Office

Question 1

Political/financial crisis, natural disaster or war could lead to what?

Answer 1

Stop in growth of Tourism

Question 2

Name 3 characteristics of the hspitalityN industry.

Answer 2

24/7/365, shift work, intangible service, production and consumption in front of guests

Question 3

What is the main purpose of running a business?

Answer 3

To gain and maintain customers.

Question 4

Everybody in hotel is responsible for what?

Answer 4

Quality of service.

Question 5

Every interaction between customer and staff is described as what?

Answer 5

Moment of truth.

Question 6

A wellness hotel aims at which markets?

Answer 6

Health oriented, wealthy people.

Question 7

Name the department heads of a 300 room hotel (classical chart)

Answer 7

GM, HR, F&B, RD, Accts., Eng., S&M

Question 8

Single, twin & Double are types of what?

Answer 8

Rooms in hotels.

Question 9

“People construct their own understanding and

knowledge of the world and of situations.” what word describes this sentence.

Answer 9

Constructivism.

Question 10

Why is it important to know about constructivism?

Answer 10

Because every customer has different needs and wants.

Question 11

What are the 4 elements needed for good communication?

Answer 11

sender, receiver, message, medium.

Question 12

What are some selection criteria for Front Office personnel?

Answer 12

looks, experience, skills, attitude, patience, etc.

Question 13

What is included in the option “Half Pension”?

Answer 13

Room, breakfast, one meal.

Question 14

Market & Competition are considered when by hotels?

Answer 14

When calculating room rates.

Question 15

Name 2 hotel management forms.

Answer 15

Leasing, management contract.

Question 16

What is the purpose of a mission statement?

Answer 16

Common purpose, goals & targets.

Question 17

Stay one night but less than a year is the definition ffor which term?

Answer 17

Tourist.

Question 18

IATA stands for?

Answer 18

International Air Transport Association

Question 19

Who profits from the htel star rating system?

Answer 19

Customers, Hotel (transparency)

Question 20

The individual(s) within a full-service hotel responsible
for providing guests with detailed information
regarding local dining and attractions, as well as
assisting with related guest needs

Answer 20

Concierge

Question 21

A situation in which all rooms are sold or over-sold; a
period of time in which management attempts to
maximize average daily rate (ADR)

Answer 21

Sell-out

Question 22

maximize profit and occupancy

Answer 22

Yield management

Question 23

The price at which a hotel sells its rooms when no

discounts of any kind are offered to guests

Answer 23

Rack rate

Question 24

The detailed list of a hotel guest’s room charges as well
as other charges authorized by the guest or legally
imposed by the hotel

Answer 24

Folio

Question 25

Specific days in which the hotel is not accepting | reservations

Answer 25

Blackout dates

Question 26

Initial impression that a hotel's parking areas, grounds, and external building aesthetics create for an arriving guest

Answer 26

Curb appeal

Question 27

A procedure used to verify the accuracy of each guest's | registration information

Answer 27

Bucket check

Question 28

The system within the hotel used to document and | charge guests for their use of the telephone

Answer 28

Call accounting

Question 29

The accounting system used by the Controller to prepare the hotel's financial documents such as the balance sheet, income statement, etc.

Answer 29

Back office system

Question 30

What does ETA stand for?

Answer 30

estimated time of arrival

Question 31

reserving more rooms than are available

Answer 31

overbooking

Question 32

A written acknowledgement of a | reservation is called

Answer 32

CONFIRMATION

Question 33

"sleepers"

Answer 33

how many people in a room

Question 34

computerized reservation | systems

Answer 34

accessibility, flexibility, efficiency, details, information

Question 35

A guest is currently registered to the room

Answer 35

Occupied

Question 36

The room is occupied, but the guest is assessed no charge for its use.

Answer 36

Complimentary

Question 37

The guest is not expected to check out today and will remain at least one more night

Answer 37

Stay Over

Question 38

The guest has departed, but the room has not yet been cleaned and readied for re-sale

Answer 38

On-change

Question 39

The guest has requested not to be disturbed

Answer 39

Do Not Disturb

Question 40

A guest is registered to the room, but the bed has not been used

Answer 40

Sleep-out

Question 41

The guest has left the hotel without making arrangements to settle his or her account

Answer 41

Skipper

Question 42

The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room’s status.

Answer 42

Sleeper

Question 43

The room has been cleaned and inspected and is ready for an arriving guest.

Answer 43

Vacant and ready

Question 44

The room cannot be assigned to a guest. A room may be out-of-order for a variety of reasons including the need for maintenance, refurbishing, and extensive cleaning

Answer 44

Out-of-order

Question 45

The guest room door is locked from inside and outside two times so that no one can enter.

Answer 45

Double Lock

Question 46

The room has been locked so that the guest cannot re-enter until a hotel official clears him or her.

Answer 46

Lockout

Question 47

The guest made arrangements to settle his or her account (and thus is not a skipper), but has left without informing the front office

Answer 47

DNCO (Did Not | Check Out)

Question 48

The room is expected to become vacant after the following day’s checkout time.

Answer 48

Due out

Question 49

The guest is going to check out from the hotel today.

Answer 49

Do Not Paid

Question 50

The guest has settled his or her account, returned the room keys, and left the hotel

Answer 50

Checkout

Question 51

The guest has requested and is being allowed to check out later than the hotel’s standard check-out time

Answer 51

Late Check-out

Question 52

adjoining and connecting" rooms

Answer 52

adjoining = next to each other connecting = with door to other room

Question 53

CRS

Answer 53

Central Reservation System

Question 54

back to back

Answer 54

room continuously occupied or a shift work with the minimum amount of break

Question 55

an authorization code

Answer 55

credit card company reserves a requested amount of money and confirms it with code

Question 56

double occupancy

Answer 56

two persons sharing the same room

Question 57

release time

Answer 57

deadline for cancelling rooms without cancellation fees

Question 58

walking a guest

Answer 58

the process when a guest needs to be transferred to another hotel due to overbooking

Question 59

the 5 stages of check-in

Answer 59

Welcome - check and confirm contract data - inform and upsell - issue key - escort to room

Question 60

walk-in

Answer 60

Check-Ins without a prior reservation

Question 61

Suggestive selling

Answer 61

encourage guest to consume product which was not planned (eg meal)

Question 62

wash factor

Answer 62

amount of reservation that are eliminated from the reservation system

Question 63

room statuses

Answer 63

vacant clean, vacant dirty, occupied, out of order

Question 64

key tasks to complete upon check-in

Answer 64

personal data, room rate, payment method, details about stay

Question 65

Who in the hotel should maintain the guest history record?

Answer 65

everybody with guest contact

Question 66

How would you handle a check-in of a family with small children?

Answer 66

keep kids occupied away from counter, offer drinks or play material