Front Office Basics
– The main department that interacts with guests
→ What is the front office?
Booking a room in advance
→ What is a reservation?
Process of arriving and getting a room
→ What is check-in?
Helping guests with requests
→ What are guest services?
First stage of guest cycle
→ What is prearrival?
System used to track reservations and guest info
→ What is a PMS (Property Management System)?
Predicting number of guests
→ What is forecasting?
Process of leaving and paying bill
→ What is checkout?
Person who carries luggage
→ Who is a bell attendant?
Stage when guest checks in
→ What is arrival?
Division that includes front office and housekeeping
→ What is the rooms division?
Reservation not held all night
→ What is a non-guaranteed reservation?
Form of payment most commonly used
→ What is a credit card?
Person who greets guests at entrance
→ Who is a door attendant?
Stage when guest stays at hotel
→ What is occupancy?
Tracks how many rooms are available or occupied
→ What is room inventory?
Keeping guest info private
→ What is privacy/security?
Record of guest charges
→ What is a guest folio?
Helping guests with problems
→ What is problem solving?
Final stage when guest leaves
→ What is departure?
Why the front office is important
→ It creates first and last impressions
Qualities like friendliness and communication
→ What are traits of front office staff?
Overnight process checking financial records
→ What is the night audit?
Department that handles phone calls
→ What is telecommunications?
Total number of stages
→ What is four?