GUEST SERVICES
This is the first point of contact for most guests when arriving at a hotel, and their greeting sets the tone for the entire stay.
DOORMAN
This department is
responsible for maintaining cleanliness,
orderliness, and the overall appearance of guest rooms
and public areas.
HOUSEKEEPING
List 3 types of payment method you can use.
Credit card
Debit card
Wire transfer
Cheque
Cash
Gift Card
Travel Voucher
Loyalty points
When a guest complains about a noisy room, the best first step for a front desk agent is to do this before offering compensation.
Actively LISTEN & sincerely APOLOGIZE
These small complimentary items
—such as soap, shampoo, and lotion—
are provided to enhance a guest’s
comfort during their stay.
AMENITIES
What is the highest star rating of a hotel?
5 star Luxury
Apart from toiletries name 5 other "items" that are room amenities
Bathrobe
slippers
in room safe
hairdryer
shoe shine
sewing kit
iron & ironing board
baby crib
step stool
List at least 5 roles / positions within the Front Office
Front Office Manager
Night / Front Desk Manager
Night / Front Desk supervisor
Front Desk Agent, Night Auditor
Rooms Controller
Head Concierge / Concierge
Guest Relations
Bell Captain / Bellman / Doorman
AYS (PBX, Phone operator)
In luxury hotels, this special housekeeping
service involves preparing the room
for the night by dimming lights, closing curtains,
and placing amenities like slippers and chocolates.
TURNDOWN SERVICE
In a 5 star luxury hotel what is the hotel staff / guest ratio?
1:2 - 1:4
Apart from Front Office name 2 more departments that belong to the rooms division.
HOUSEKEEPING
ENGINEERING
SPA