Itzel Huerta - Chapter 6: The Front Office

What technological platform is used by agents in the central reservation office (CRO)?

• Global Distribution System (GDS)

• The Central Reservation System (CRS)

• Property Management System (PMS)

• Private Branch Exchange (PBX)

Which of the following factors determines how the front office is organized?

• Size of hotel

• Number of guests

• Number of managers

• Location of hotel

What task is the door attendant responsible for?

• Service Recovery

• Opening doors and arranging transportation

• Driving guest to where they want to go

• Making reservations for guest at restaurants

Which forecasting calculation calculates guests who depart from the hotel before the designated departure date?

• No-Show

• Understay

• Overstay

• Walk-In

What are the opportunities at a smaller hotel that might better prepare you for a career advancement opportunity?

A night auditor is responsible for

• responding to customer feedback.

• ensures rates for all guestrooms are verified.

• negotiating with vendors for office equipment.

• verifying the guest credit limits and all account are closed.

• providing concierge service.

What defines the total amount of revenue generated given the number of rooms or seats available?

• Average Daily Rate (ADR)

• Occupancy Percentage (Occ)

• Revenue per Available Room (RevPAR)

• Productivity Standard

The front office does not have to communicate with every department in the hotel.

• True

• False

______ is the process of anticipating future business performance based on current and historical data.

What are the responsibilities of the night auditor?