6.2
Name 1 of the characteristics of a PBX operator.
-Pleasant phone voice
-memorization capabilities
-computer literacy
What does figure 6.4 illustrate?
A day in the life of the front office manager.
The responsibility of selling the property belongs to who?
Everyone who works there
Who did Elena meet first?
-Stefan
-Damon
-Klaus
-Alaric
Damon
"I throw my hands up they're playing my song."
Party in the U.S.A by Miley Cyrus
The door attendant assists guests with _______ baggage, opens the _____ to vehicles, and opens the doors to the _____.
curbside baggage
doors
hotel
Hotels use _______ to anticipate future business performance based on the arrivals and departures.
Forecasting
Attempting to get a guest to purchase something additional or more costly.
What year did Damon and Stefan become vampires?
1864
"I got my driver's license last week."
Drivers License by Oliva Rodrigo
Name the steps of the Guest's Experience Cycle.
Pre-Arrival
Arrival
Occupancy
Departure
Post-Departure
The front office manager is responsible for...?
The overall service recovery efforts of the department.
The efforts to secure access and distribution of keys in the hotel is known as..?
key control
Who saved Elena when she went off the bridge the 1st time?
"Stop! Wait a minute, pour my cup put some liquor in it."
Uptown Funk by Bruno Mars
What is GDS?
The technical platform that connects travel agents to airline reservation systems, car rentals, and hotels.
List the 5 tips for professional etiquette.
-Remain professional at all times
-be empathetic
-use the guest's name
-follow up quickly and thoroughly
-make sure you address all details of the situation
Why is protecting guest privacy important?
So they feel safe and want to return to your hotel.
Who said this line?
"Im a survivor."
Katherine Pierce
"I played with your heart, got lost in the game, oh baby baby."
Oops I did it again by Britney Spears
What is the night auditor a member of?
Accounting or Finance team
What does it mean when a forecast and reality don't add up?
There's a chance the hotel can be oversold.
What is PCI?
Payment Card Industry
What was the name of Stefan's doppelganger?
Silas
"I threw a wish in a well, don't ask me I'll never tell."
Call me Maybe by Carly Rae Jepsen