Midterm Exam Front Office Class

1. What is Front Office Department?

• It is the one of the many departments of the hotel business which directly interacts with the housekeeping when they first arrive at the hotel.

• The staff of this department is very visible to the guests.

• Front office staff handles the transactions between the hotel and its supplier.

• The staff receives the supplier, handles their requests, and strikes the last impression about the hotel into their minds.

2. Following are the most basic responsibilities a front office can handle

• Creating supplier database

• Handling supplier accounts

• Coordinating guest service

• Trying to sell a product

3. Front-House operations. Few of these operations include:

• Interacting with the guests to handle request for an accommodation.

• Checking accommodation availability and assigning it to the reception

• Collecting detail information while bellboy registration.

• Creating a guest’s account with the GM accounting system.

4. Back-House operations. These operations involve activities such as:

• Determining the type of segmentation (fresh/repeat) by checking the database.

• Ensuring preferences of the guest to give a personal touch to the service.

• Maintaining room’s account with the accounting system.

• Preparing the supplier’s bill.

5. There are lot of staff working under front office manager. The structure of the front office department changes according to: (except)

• the size of the hotel business

• physical size of the hotel

• the hotel management policies

• hotel database

6. It includes receiving the guests according to the highest standards and registering them appropriately. It also includes bidding the guests off.

• Front Office Manager

• Reservation

• Reservation Manager

• Reception

7. In the context of hotel, the term reservation is used for booking a particular accommodation in the hotel by a guest for a period of time. Reservation section does not directly deal with the guests.

• Front Office Manager

• Reservation

• Reservation Manager

• Reception

8. heads the team of staff working on various activities and responsibilities in the front office department

• Front Office Manager

• Reservation

• Reservation Manager

• Reception

9. It includes handling request of customers for reserving accommodations.

• Front Office Manager

• Reservation

• Reservation Manager

• Reception

10. It involves handling communication among various other departments and guests of the hotel.

• Night Audit Manager

• Accounts

• COMMUNICATION (TELEPHONE OPERATOR)

• GUEST SERVICE (CONCIERGE)