Chapter 11 Front Office

Room where guests sleep for one or more nights.

• room inventory

• function room

• sleeping room

• wake-up call

A guaranteed reservation...

• Holds the room for 24 hrs

• Holds the room until the guest arrives

• Holds the room til 3pm

The front office can be divided into these four departments: ____.

• account settlement, audit, check-in, and front desk

• bell services, gift shop, recreational facilities, and telecommunications

• check-in, checkout, reservations, and uniformed services

• front desk, reservations, telecommunications, and uniformed services

The rooms division is the part of the hotel that handles all tasks involved in ____.

• guest services and front desk functions

• preparing and selling rooms

• reservations and guest security

• scheduling and forecasting

Handles everything related to selling sleeping rooms and interacting with guests.

• front office

• bell hop

• door attendant

• engineers

Count of the number of rooms sold and the number of rooms available each day.

• sleeping rooms

• guest folio

• room inventory

• room count

Technology used to run lodging properties is called a ____ system.

• lodging management

• property management

• racking

• telecommunications

The ____ is responsible for keeping an accurate room inventory.

• door attendant

• housekeeping staff

• bell attendant

• reservations manager

The main responsibilities of the front desk agents are ____.

• account settlement and telecommunications

• guest check-in and checkout

• guest security and wake-up calls

• reservations and guest security

The four stages of the hotel guest cycle include prearrival, arrival, ____, and departure.

• forecasting

• guest activities

• occupancy

• reservations