Planning and Evaluating Operation

What is the first step in planning for the front office?

• • Organizing the staff

• Evaluating past performance

• • Defining the department's goal

• • Coordinating with other departments

What might be an example of a near-term goal for the front office?

• • Improving guest satisfaction scores

• • Raising occupancy to 85% for the month

• • Enhancing employee training programs

• • Renovating the lobby area

What does organizing involve for the FO manager?

• • Setting departmental goals

• • Evaluating the department's performance

• • Recruiting and selecting staff

• • Dividing work among staff and setting deadlines

Which department is most likely to need coordination with the front office to improve guest satisfaction?

• • Sales

• Housekeeping

• Accounting

• • Food and Beverage

What is a key responsibility in the staffing function of the FO manager?

• • Defining departmental goals

• • Coordinating with other departments

• • Recruiting and selecting qualified applicants

• • Evaluating performance

Leading in front office management involves:

• • Dividing the work among staff

• • Analyzing the work and organizing tasks

• • Setting an example and motivating staff

• • Setting departmental goals

What is the purpose of the controlling function in front office management?

• • To divide work among staff

• • To coordinate efforts with other departments

• • To recruit and select qualified applicants

• • To ensure actual results match planned results

What does evaluating involve in front office management?

• • Recruiting and selecting staff

• • Setting departmental goals

• • Reviewing and revising goals as necessary

• • Dividing work among staff

What is the rack rate?

• • The discounted rate for regular customers

• • The standard published rate of a room

• • The rate for long-term stays

• • The rate for corporate clients

Which factor is not considered when establishing room rates?

• • Competitive rates

• • Locality

• • Weather conditions

• • Customer's profile