Organization of the Front Office
At a large property, the front office manager reports to the_________________________.
Rooms division manager
An administrative assistant needs to make a reservation for dinner for 10 people at an upscale restaurant. He also needs directions and a car service to take most of his group to the restaurant. The front desk agent suggests that he talk to the____________.
Concierge
A family has decided to cut their vacation short in order to get ahead of an incoming storm. They check out of their hotel a day earlier than their original reservation. This is called a(n)
A. overstay.
B. understay.
C. stayover.
D. no-show.
B
What is the first step in conducting a night audit?
a. Update the guest folios
b. Balance each guest folio
c. Update the guest ledger
d. Total the guest ledger
a
Who is the AGM or MOD or PM GM?
Assistant General Manager
At a small property, when staffing levels are kept to a minimum, this is referred to as having a ________________.
Skeleton Crew
A traveler wants to make an airline reservation to go to Tahiti. She doesn’t want to bother using a travel agent; instead, she chooses to go online to book her flight. She is using
A. the GDS (global distribution system).
B. an OTA (online travel agent).
C. the GPS (global positioning system).
D. AAA (American Airline Association).
B. an OTA (online travel agent)
Which is performed during the arrival phase of the guest experience cycle?
A. Cleaning services
B. Soliciting feedback
C. Making reservations
D. Securing guest’s form of payment
D
what is a collection of all charges in one document for reporting.
a guest _______
ledger
What symbol does the American Automobile Association use to rate service?
Diamonds
Which factor determines how the front office is organized?
a. number of guests
b. number of employees
c. size of hotel
d. location of the hotel
c. size of hotel
For a brand, which office maintains a reservation staff to answer a toll-free number 24-hours a day?
A. Front desk office
B. Global distribution office
C. Central reservation office
D. Central guest services office
C. CRO central reservation office
When a front desk manager converts a guest’s dissatisfaction into satisfaction, it is called
Service recovery
NAme two charges that might appear on a guest folio
bar
recreation
dining
laundry
valet
The responsibility of the engineering department is to
A. manage all of the events occurring in the hotel.
B. oversee the financial reporting of the operation.
C. recruit, hire, and train employees.
D. maintain the entire building including the grounds.
D
What are the differences between positions in the front office department of a large hotel vs a small hotel?
in a large hotel many levels of management exist. Supervisors and employees have specific responsibilities. On a small property, the front office has fewer employees because it has fewer rooms. Employees are cross-trained because they are expected to handle multiple tasks.
Which front office position checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles reports about the various aspects of the hotel’s financial performance?
Night Auditor
he effort made to secure access and distribution of keys in the hotel is known as
a. keypad access control.
b. folio distribution.
c. keypad management.
d. key control.
D
On Monday, a hotel sold 270 rooms and made revenue of $84,000. Calculate the average daily rate (ADR).
$311 or $22,680
$311
At the property level, who has the highest rank?
General Manager
What are the opportunities at a smaller hotel that might better prepare you for a career advancement opportunity?
smaller hotels cross-train their employees to work in all areas of the hotel, so they are more likely to be able to work in different management positions at other organizations
A door attendant is part of which division?
Uniformed services
A front desk agent at Martine’s Boutique Hotel takes every opportunity to pull in as much revenue as possible for the hotel. As a family checks into the hotel, the front desk agent tells them: “For only $30 more per night, I can upgrade your family to our deluxe level with free breakfast, free high-speed Internet, a private lounge for the deluxe floor that offers free snacks and drinks, and free hotel transportation to local attractions and shopping.” The front desk agent is involved in
Upselling
Calculate the occupancy percentage (Occ) for a 489-room property that has a current occupancy of 145 rooms. (Please round up to the nearest whole percent.)
30%
The controller is the department head of ______________?
Accounting