WorksheetsTS5004FP Front Office Operations. Let's Revise!
Total questions: 40
Worksheet time: 20mins
First hotel to offer room service
The Oriental Hotel Bangkok
Waldorf Astoria
Tremont House in Boston
Nishiyama Onsen Keiunkan
Asia's oldest hotel.
The Oriental Hotel Bangkok
Waldorf Astoria
Tremont House in Boston
Nishiyama Onsen Keiunkan
Oldest hotel in the world.
The Oriental Hotel Bangkok
Waldorf Astoria
Tremont House in Boston
Nishiyama Onsen Keiunkan
First 5 star hotel in USA to have indoor plumbing and bellboy.
The Oriental Hotel Bangkok
Waldorf Astoria
Tremont House in Boston
Nishiyama Onsen Keiunkan
Motels
Commercial Hotel caters to business travelers (mainly) because located in the city center or near business districts.
Located near the highways.
Also known as motor inns.
Caters to motorist/travellers who are travelling on the road that require a place for shelter or food.
Resorts.
Special interest accommodation
Special appeal such as at a planned destination or vacation spot.
May be located in mountains, on an island or in exotic location.
Destination within a destination.
Convention/conference hotel.
More than 500 guestrooms
Long term or permanent accommodation.
With larger public areas to accommodate hundreds of people at a given time.
Comprehensive facilities – full secretarial support, 24 hours room service etc.
Bed & Breakfast.
Homelike.
Host/owner stays in the place and responsible for serving or even preparing breakfast.
Overnight accommodation in private home.
Located along highway only.
Independent Hotel.
Hotel is linked to a reputable chain.
Hotel without identifiable ownership or management affiliation with other properties.
Not required to conform to any corporate policy or procedure. (lesser rules)
Hotel Chain is classified as operating ether by Management Contract or (a) .
Management Contract.
Hotel management company run hotel for a fee paid by hotel owner.
Agreement between hotel owner and a hotel management company.
Contract between the hotel owner and the local government to operate accommodation services.
Contract may include pre-opening services – hiring & training staff, purchase inventories to other operational activities.
Advantages for Management Contract
Improved management quality
Enhanced partnership opportunities
Payment for services can be tied to performance
Owner cannot control selection of GM and other high level managers.
Franchise.
Conflict of interest between hotel owners and management companies.
Roles provided are – Operation management, advertising campaigns, using national or international central reservation networking, central purchasing services etc.
Method of distribution whereby the Franchisor allows the Franchisee to use its logo, brand name, systems and resources in exchange for a fee.
Fixed Costs.
Stationeries
Subscription fee (Television)
Guestroom amenities
Outsourced contract service (cleaning)
Variable Costs.
Stationeries
Subscription fee (Television)
Guestroom amenities
Outsourced contract service (cleaning)
Hotel can be sued and held liable for (a) and therefore, the hotel must ensure duty of care and standard of care at all time.
Without a signature, difficult to prove that charges had been incurred and there would be no proof of the guest’s stay. What document must be signed at check in?
(a)
Information required by law to be obtained from guest at check in.
Guest’s nationality
Mode of payment
Guest's full name
Guest’s occupation and place of employment
Guest’s particular of any identity card, passport or other travel document issued to him
Which is not one of the 4 main stages of guest cycle?
Pre-arrival
Reservation
Arrival
Occupancy
Departure
Room the guest is performed during _____________ phrase of the guest cycle.
Pre-arrival
Arrival
Occupancy
Departure
Below 150 rooms.
Small Hotel
Medium Hotel
Large Hotel
Very Large Hotel
300 to 600 rooms
Small Hotel
Medium Hotel
Large Hotel
Very Large Hotel
150 to 299 rooms
Small Hotel
Medium Hotel
Large Hotel
Very Large Hotel
More than 600 rooms
Small Hotel
Medium Hotel
Large Hotel
Very Large Hotel
Guestroom keys are issued to registered guest only. If guest has misplaced the room key, what should the FOA do?
Front desk staff MUST check guest’s identity with a PHOTO ID before handing out guestroom key.
Call housekeeping to use their master key to open the door for guest.
If no ID, use verbal verification of details such as 1. passport number 2. NRIC 3. Date of Birth.
You can also ask for guest’s signature and verify/tally with registration card/form.
What can FOA do when handing over keys (key cards) to guest at the counter?
Point out room number without verbalizing it.
Inform the penalty charge for loss of room keys.
Announce the room number to guest and get the guest to repeat it back.
Inform guest which floor his room is located on and points directions to the lift.
Printed by midnight shift after last guest checked in. Ensure all guaranteed no show reservations are indeed no shows. Process no-show charge. Which report is this?
No Show Report.
In House Guest List.
Same Day Arrival Report.
Useful in event of system failure or system is down due to servicing/upgrading. Contains all names of guests staying in the hotel. Useful when system is unavailable and there is a need to check if guest is indeed staying in the hotel.
No Show Report.
In House Guest List.
Same Day Arrival Report.
What is "Feature" when performing upsell?
Unique selling point.
The value of the product.
The obvious difference between the two products.
What the guest has to gain.
What is "Benefits" when performing upsell?
Unique selling point.
The value of the product.
The obvious difference between the two products.
What the guest has to gain.
Advantages of Rooming Guest.
Collect deposit from guest.
Make arrival experience more personalized
Staff is able to get more information about the guest.
Perform service recovery should there be any prior to check in.
What is the form for tracking movement and delivery of all mail and parcel?
Mail Notification Form
Errand card
Guest Notification Form
Hold for Collection Form
Characteristic of handling walk in guest.
Hotel take precaution to minimize potential skipper loss.
Take shorter time to complete check in.
Mode of guarantee is not needed before we let guest check in.
Worse targets for selling higher price rooms.
How to handle Underage Guest Check In?
Inform guest that the check in age is 16.
Politely inform that legal age to check in is 18.
Holder of the identification document will need to be present for check-in.
Must be supported by photocopy ID of the guardian.
Room Type not available. What to do? And Why?
Apologise and walk/turnaway guest to another hotel of a comparable standard.
Certain room types that is higher demand may be overbooked. Usually for the lower room types due to guest’s budget. (Cheaper room tend to be more sellable due to guest’s budget)
Offer the guest an upsell to a better room type but if fails, then offer an upgrade tactfully without offending the guest because of the earlier upsell.
No ID. What to do?
Ask for Student Pass.
Ask for alternative form of official document that had photo on it.
Ask for Driver’s license
Ask for Credit Card.
Air Con Malfunction. What Complaint is this?
Mechanical
Attitudinal
Service Related
Unusual
Delay in clearing of Room Service Trolley with soiled dishes. What Complaint is this?
Mechanical
Attitudinal
Service Related
Unusual
Complaints about things which hotel has no control over like lack of theme park in the hotel. What compaint is this?
Mechanical
Attitudinal
Service Related
Unusual
Room move without presence of the guest. Guest packs luggage and leave in the room. Staff will move luggage to new room. Done by bellman and escorted by security or DM. Guest will be told to collect new keys upon his return to hotel. What type of room move is this?
Live Move
Dead Move
