Supervise Front Office Services (WSDip)

“I have been waiting for 10 minutes to speak to someone!”

• Mechanical complaint

• Attitudinal complaint

• Service related complaint

• Unusual complaint

“the bellman rolled eyes and was impatient”

• mechanical complaint

• attitudinal complaint

• service-related complaint

• unusual complaint

“I have asked for extra pillows 3 times and I still have not received them

• unusual complaint

• service-related complaint

• attitudinal complaint

• mechanical complaint

“It is so hot and humid in Singapore!”

• service-related complaint

• mechanical complaint

• unusual complaint

• attitudinal complaint

"The aircon is not working!"

• unusual complaint.

• mechanical complaint

• attitudinal complaint

• service-related complaint

A vacant room believed to be occupied because the room was not ‘checked-out’ from PMS is termed as a

• sleeper.

• sleep out.

• skipper.

• skip out

Common reasons for a sleeper situation:

• guest shortened his stay without informing the front desk.

• guest left the hotel without paying

• cashier reinstated room account and forgets to check out after that.

• guest went to neighbouring islands to stay and will return after the weekend.

How would Front Desk knows when a room is "Sleep Out"?

• Housekeeping informs that the room is not slept in the previous day

• Guest informs FOA of his intentions in advance.

When checking the Rate Variance report, what should be observed?

• Check for correct assignment for Market and source segments to the reservation

• Verify all correct by ticking or highlighting both the rate and the reservation / billing instructions.

• Investigate any Zero rate rooms, Sharer, Complimentary, House use or PM rooms.

• Make sure that the correct room rate is entered on to the reservations.

To verify accuracy of cashiering paperwork and cash float, you should

• print out batch summary report from EDC

• count cash float.

• check physical paperwork

• print out cashier report from PMS