Front Office Operations

Front

What is the primary function of the front office in hotels?

Back

The front office is responsible for direct interaction with guests, managing reservations, and providing information and services throughout their stay.

Front

What are the two significant departments that comprise the rooms division in a hotel?

Back

The front office and housekeeping.

Front

Why is the front office considered the nerve center of a hotel?

Back

It is the most visible and essential focal point for guest contact, making the first and last impression on guests.

Front

List the five sub-units of the front office department.

Back

1. Reservation 2. Front Desk/Reception 3. Uniformed Services 4. Accounts 5. Communication.

Front

What is the role of the front office manager (FOM)?

Back

The FOM is responsible for overseeing the daily operations of the front office, training staff, and managing budgets.

Front

What is a Property Management System (PMS)?

Back

A PMS is a lodging computer system that networks software and hardware for reservations, registration, accounting, and other office functions.

Front

What are the four main stages of the guest cycle?

Back

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

Front

What happens during the Pre-Arrival stage of the guest cycle?

Back

Guests make room reservations, which can be influenced by the ease of booking and staff interaction.

Front

What is the purpose of a reservation form?

Back

To record guest-related information such as name, contact details, room preferences, and payment method.

Front

What is a 'blacklist' in hotel operations?

Back

A record of individuals a hotel does not wish to accept as guests due to past issues like skipping bills or violence.