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109 Cards in this Set
- Front
- Back
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what does the front office encompass or surround? |
The front office encompasses of all areas, functions, and activites that support guest services and transactions. |
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what are some of the front office jobs |
front desk, uniformed services, concierge/guest services, transportation, cashier and night audit. |
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if the property or economy is small what other services can be part of the front office team |
If the property or economy is small the other services are, reservations and security can also be part of the front of team. |
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who leads the entire front office and what is his or responsiblity? |
the front office manager leads the entire front office team, and his or her responsiblity is hiring staff, scheduling, building and scheduling a strong interdepartmental communication system in other operational areas. |
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what is an essential tool in the hospitality field |
Relationship building is an essential part of the hospitality field. |
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what is essential to the front office operations? |
building a network of co-workers from other departments to assist with guests special need and requests is essential to the front office operation |
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what does relationship building include? |
it includes to learn about the local communitis and businesses to create a second network of dining options, attraction and transportation providers to recoment when guest request help. |
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what makes it possible to offer options that most likely to the guest expectation? |
Havinga network of resources within the local community, along with the skill of reading guests. |
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what are the areas that front office staff enteract with, in the hotel and define them? |
Housekeeping: to obtain room status updates, to communicate guest requests or needs and to report guest room complaints Food and Beverage: to make dining reservations, assist with dietry needs, requests and to obtain changes availabe dining corrections Security: to communicate security concern and assist during all types of emergancies Engineering: To request guestroom repair, report emergancy repair situation, or assit with severe weather, power failure, or other emergencies Marketing and sales: for updates or special promotion and offers being communicated or currently being booked by guests. |
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what is the Guest cycle and Front Office Functions? |
Reservation = pre arrival, Uniformed service, and agent desk = arrival, concierge interdepartmental communication and information =Occupancy Cashier and uniformed service = Departure. |
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what two departments does the rooms division consist of? |
the two departments Room division consits of are Housekeeping and front office |
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what are they both over seen by? |
the Room Division Manager |
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who leads the Front Office and Housekeeping? |
the Front Office is lead by the Front Office Manager (FOM) where as housekeeping is lead by the Housekeeping Executive. |
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what is in Limited Service |
General Manger - Front office, Housekeeping , Food and Beverage And Building Maintenance. |
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What is Full Service |
General Manager: Revenue Manager, Chief Engineer, staff, Food and beverage= Bar Manager, Bartenders, Servers Executive Chef = Cheif Steward, steward, Dishwasher = Chef, Head Cook, Cooks. Dining Manager= Hosts, Buspersons, Food servers. |
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what is the responsibilties of the Front Office Manager? |
the front office manager is responsible for smooth functioning of the front desk, bell services, concierge and other front office operations |
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What are the fours skils the front office manager must master/ |
planning, organizing, leading andevaluating are the four skills. and it will guarantee a seamless guest experience and a positive organized working enviroment for employees. |
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What are the front office manager's responsiblity that fall into severtal catogories and then meaning? |
Guest servie: Oversee the level of guest service and to ensure that employees meet and exceed the guests expectation. People Management: is to hire, train, and superivse front office employees to meet the the propertys performance standards. Leadership: Provide a day to day guedance, supervision, and direction for all front office employees Revenue Management: set financial goals through forecasting, occupnacy, average daily rate (ADR), Revenue per available room (RevPar). Green PracticesL Use inviromntal friendly building equipments,processes and techniques that help redue enrgy consumption. Disaster Planing and Mangement: Woek wiht security, department manager and general manager in planing and management of incidents such as power failures, severe weather floods and may more. |
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what is Forecasting: |
is the process used to predict, the sales of guestroom, and the rate that should be charged for a specific tome of year, it helps the front office manager to know when to reduce or increase rates to the maximum sales |
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What is Averge daily rate (ADR) |
this is the occupancy ratio deprived bye dividing room revenue by the number of rooms sold. |
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What is Revenue Per Available Room (revpar) |
A revenue per available management statistic that measure the revenue generating capability of a hotel |
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What is Green Practices |
this is envoromentall friendly and ecologially reposible decisions and processes that guarantee natural resources will continue to be readily available in the future. |
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What is Payment Card Industry (PCI) Compliance |
The payment card industry can refuls to allow and business permission to accept credit or debit cards as a form of guest payment for failing to be in compliance with the industry require standards. |
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what are some of the specifice duties and tasks of eache position will be expected to perform. |
Front desk representatives: assists guests thourghout all stages of the guest cycle and acts as the main representatives to guest for the property, amintains guest folios in the property management system (PMS) Performs bills settlementd, and provides guet service. - Uniformed Services: assists guest with curbsided baggage service, guest vehicle paking, and guest transportation services. - Concierge: Assist guest with arranging in hotels activites and or making reservations providing info or giving directions. - Nigh Auditor: Checks front office accounting records for accuracy and on adail basis summarizes and compiles reporta avout the various aspects of the hotel. -Reservationis: Assist guests, travel agent, and third party vendors with booking hotel guestrooms -Cashier: Posts revenue center charges to guest accounts, balances guest acconuts and prerforms a eariety of banking services. |
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what are the five qualities that front office positions have? |
1. enjoy working with people 2. can work as part of a team 3. Can learn to use technology and computer system 4.Will use active listeneing skills 5.Are good Communicators. |
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why should the office manager tend to hire emplyees with these qualities? |
the employee should have this five qualities in order to learn tasks faster, become enaged with guests easier, and blend with the front office team quickly. |
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What does the front desk act as? |
it acts as the heart of the hotel and this is the most frequently visited part of the hotel and is the first and last place a guest will go. |
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what is the front dest responsible for when. Attending to a guest |
. Welcoming guests to the property. . Providing check in services to guests . Registering guests and confirming room rates . Establishing a method of payment for the guestroom and bill settlement . Assigning guestroom and issuing key cards . Informing guests about their room location and special facilities and answering questions . Obtaining uniformed services for guests . Acting as a cashier. . Providing concierge services . Maintaining guest folio information in the property Management System (PMS) . Providing guest assistence with special needs, valet/bell services and other guest requests. . Providing check out services to guests Accepting final bell sttelment from guests.
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what are the seven key functions the front desk handles? |
reservations, registrations, room and rate assignment, guest services, room status, record keeping in the property Management system (PMS) and bill settlement. |
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what happens in a large properties with the duties and small propety duties? |
In large properties the front office will assign taks for specific job positions where as small properties the front office will expect the employee to be cable of performing the job. |
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what is happening to most resrvation today and what are some of the companies that handle it? |
most reservation are now being booked online using the properites own reservation system, the brand hotel's Central reservation office (CRO), or then third partys such as Expedia, or orbitz. |
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what are the two types of reservation the front office must handle and give their pients. |
one reservation is guaranteed which requires: - Prepayment - Credit/debit card on file - Advance deposit - Travel deposit -Corporate guarantee -Voucher The other resevation is Non-guaranteed which includes: . no form of payment, deposit or voucher are recieved at the time of payment. |
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what else should happen during the reservation process, that front desk employees must also do? |
- they must determine guestroom availablity, date of stay and room rate. - Create a reseration record or guest folio - Provide the guest with confirmation or reservation - Explain the property's cancellation policy -Provide updated reservation reports to management. |
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what is the nine steps of registration cycle: |
- Preregistration: Collect guests personal data, creates guest folio, room rates, guaranteed reservation deposit and method of payment info - Registration Record: confirms guest personal data such as, adress, phone number, email name, and company name. - Room and Rate assignment: uses guest preference information along with current property management system (PMS) data about room status. - Method of Payment: determines how the guest wants to pay at the end of their stay - Post Charges to Folio: Occurs for every night of the guests stay and when a purchase is charged to their guests rooms to be during settlement - verify guest Identity: follow property policy for requesting a guest present a goverment authorized ID card that proves who they claim to be. - Issue Key Cards: Issues key cards to guest for use during theri stay. - Fullfill guest Special request: occurs when guests have specifice requests that the front desk must attempt to satisfy -Processing Additional Guest charges/fees: Parking, wi-fi, resort fee notifies guests additional costs that will be posted the guest folio to be paid during bill settlement. |
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what are the extra duties that will fall onto the front desk employees: |
Providing Guest comment Cards Mainting the Reader Board accomadate special needs requests providing guest recovery |
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what will happen if the front desk employee and manager fail to complete anyone of the finacial on time: |
it will have a major effect on the bottom line. |
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Performance standards: |
states what job skills and tasks an employee nust know and define how each skill or task is to be performed. |
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Performance standards must be what? |
- Specific: applied to a specific task and the methds, tools or processes for completing it correctly -Observable: Observed by a manager while a being performed by an employee - Meaningful: Required as part of the employee's job performance standard - Measurable: asssessed for level of sucessful completion by the employees |
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[erfomace stadards should be appled when assessing an employees ability to: |
PLAY FRONT DESK: . Complete each job tasks . Multi task . Use technology Apply effictice communication skills Maintain good jobe attendance. |
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what is an annual performance review: |
this tells how an employee had done during the whole year or month and also helps them to improve. |
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what are some ot the variable that depend on how the decision is made on the type of room rate system to be adopet by a hotel depends on? |
What the guests we are trying to attract the this property. What will the guest be willing to pay what costs would the want to see bundle together in one price will this type of room rate system be profitable |
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some room rates system the employees will typically select: |
-American Plane: cost of guestroom includes three meals per day. -Modified American Plan (map) Cost of guest include two meals oer day. - European place (EP): cost of guestroom and meals are seperate charges each day -all inclusive Resort: cost of guestroom includes all meals, beverages and activities during stay. |
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CHAPTER 8: What does every guest want when they arrive at a hotel and who is responsible for this? |
when a guest arrives at a hotel he or she wants to be greeted by a clean, comfortable and safe place to stay. and the housekeeping department is resposible for this. |
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whos has the largest number of employees in the hotel department? |
housekeeping department has the largest number of employee in the hotel department |
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why do they have a large number of emplyees? |
this is because the housekeeping responseblity is to keep public spaces,front of house areas, meeting rooms, banquet rooms, and back of hourse areas clean, fresh and attractive. |
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what are room attendants expected to do as well? |
they are also expected to proved the guestroom wiht clean linens, bath towels, and amenities whice are consumble goods and need replacing on a regular basis |
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what is amenities: |
is services or items which are offered to guest or placed in guestrooms for convenience and comfort at no extra charge such as soap, shampoo, and stationary. |
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what is the executive housekeeper responsible for? |
is responsible for the efficient operation of the housekeeping departments by properly using available resouces. |
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what are the available resources the housekeeper should use? |
Staff .money . times . work methods . materials . energy . equipment |
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what will the housekeeper have in full service hotels and small rooms only property? |
in full service hotels housekeeper will have a staff of supervisors who direct over see the guest room attendantas and other line position where as in small rooms only property the executive housekeeper will be the only suoervisor/manager in the department. |
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what are the other areas of responsiblility the housekeeper has? |
-Budget writing: developing a yearly operational budget. - Coordinating: overseeing all housekeeping activities, schedules and work assignements. - Staffing: interviewing, selecting, hiring, training, and scheduling employees. - Directing: Focusing employee activity on departmental goals by supervising, motivating, training, and disciplining staff. -Controlling: Developing and emplementing processes and procedures that protect hotel assests. Evaluating: measuring how will planned goals, emplyee performane, departmental productivity, and financial goals are achieved. |
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what is an asset: |
asset is a hotel equipment, machinery, or computer systems that are considered both valuable and necessary for the smooth operation of the property. |
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what are the two areas a housekeeping executive is responible for establishing housekeeping? |
Performance and productivity |
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what is the difference between performance and productivity: |
performance is how well the work is accomplished whereas productivity os how long it takes to complete the task |
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what is the hosuekeeping standards and their duties? |
Performance: -Clean assigned areas to meet property standards -Carry out all cleaning tasks consistent with property standards. - Use correct cleaning products, equipment, and methods when cleaning. Productivity: - Carry out all cleaning tasks withing assigned time limits. -Follow cleaning schedule to ensure cleaning occurs at assigned date or time - follow departmental best pravtices guidelines. |
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what is the main product a hotel sells? |
The main product a hotel sells is a guestroom |
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what kind of guestroom does a guest expect be assigned to? |
a guest would want to be assigned to a clean and comfortable guestroom. |
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what should the guest room meet for the guests? |
the guestroom should meet the guests expectations of staying in a clean, safe and pleasant hotel property. |
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what does the housekeeping departments uses to approach to cleaning that will guarantee all guestrooms meet the standards propertys cleaning and guest service standards? |
they use a systematic approach to cleaning. |
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what is correct steps of cleaning a guestroom? |
step 1 Prepare to Clean . Load housekeeping carts - cleaning supplies -Linens -Towels -Cleaning equipments -Room amenities STEPS 2 Clean Guestroom . Knock, identify self as housekeeping and enter guestroom .Turn on lights, open drapes, reset thermostat and check tv .strip and remake bed .Clean furniture, surfaces and fixtures .Dust, vacum, and empty trash . Clean Bathroom .Restock amenities. STEP 3: Check Guestroom Condition: . Recheck room for items/areas not cleaned .Check for and report any maintainance issues .Report cleaned room status to manager .Exit guestroom and secure locked door. . |
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what is room inspection and what are is room inspection meant to catch? |
Room inspection is a critical part of the overall process of guestroom cleaning. Room inspections are meant to catch any problems that may hace been overlooked during the cleaning |
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by whom is room inspection conducted by? |
room inspection is conducted by the housekeeping manager by using a check list. and it is inspected based on the property's inspection schedule to determine if the room is ready befor the guest arrives. |
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what is on the Room Inspection Checklist: |
. Quality of guestroom cleaning .Condition of furnitures, and equipments .Appearance of the ceiling and walls .Condition of the carpet and other floor coverings . Cleanliness of window interiors and exteriors .Preparedness of guestroom for guest check in |
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what is the last actions taken in the room inspection process? |
. Report room status to front desk: occupied, vacant or out-of-service .Release vacant,clean guestrooms back into the property's inventory. |
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what is Reporting Guestroom Maintenance Issues? |
this is where housekeeping emplyees are expected to look for and report damaged or broken guestroom items. which range from tv, bathroom pipes, scratched furnitures. |
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What is working together: Housekeeping and facilities Maintenance Department? |
The housekeeping department must work toether to make vertain guestrooms are properly maintained. This is accomplished by setting up an effective communication system between the two departments . |
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What are the steps of Interdepartmental Communication of Guestroom Repairs? |
Step 1: Guestroom attendants acts as the problem spotters and report any items in a room needing attention from facilities maintenance engineers Step 2: Facilities maintenance engineers check regularly for housekeeping reports requiring their attention Step3: Facilities maintenance engineers schedule routine preventive maintenance inspection of guestrooms and public spaces to look for repairs requiring a room or area to be taken temporarily out of service. |
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what are the housekeeping positions? |
Housekeeping Manager: Supervises, trains, and in spects the job performance of assigned employees to ensure that all procedures are completer to the hotels standards. Assists where necessary to ensure optimum service to guests. |
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Floor supervisor: |
Supervises, trains, and inspects the performance of assigned room attendants, turndown attendants, and floor attendantsn ensuring that all procedures are completed to the hotels standards. |
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Guestroom Attendance: |
Cleans guestroom the hotels established standards of cleanilines. Expected t report any maintenance issure and handle guest specail requests or complaingts. Must ensure the confidentaility and security of all guestrooms |
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Turdown Attendants: |
Provides evening turndown sercie of the guests bedding in preperation for a nights sllep while completing any additional cleaning of guestroom, if needed, ensuring the hotel's established standards of cleanliness. |
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Floor Attendants: |
provides linen supplies for room attendants and stocks guestroom floor closets. Delivers and retrieves itms requested by guest and the floor supervisor |
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Laundry Manager: |
Supervises, trains and inspects the performance of assigned laundry attendants ensuring that all procedures are completed to the hotels standards. |
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Laundry Attendant: |
Processes al soiled hotel bed linens, terry, and food and beverage table linens by operating all laundry/dry cleaning machinery in accordance with the hotels's standards. Cleans,presses, and finishes staff and guests garments if required. |
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Linen Room AttendantL |
Recieves dirty linen, issues clean linen and service towels to hotel personnel. inspects condition of linen, removes damaged linen from service, and requests replacements items. |
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Public Space Supervisor: |
Supervises, trains, and inspects the performance of the public space cleaners to ensure that all public areas meet the hotels standards. |
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Public Space Cleaner: |
Cleans and maintains all furninshing and surface in public areas to meet the hotels standards. |
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who oversees the employee scheduling process for various housekeeping position and shifts: |
The Executive housekeeper oversees the employee scheduling. |
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what is the responsibity of the employee to do after the has been written and posted? |
the employees responsiblity is to to check the schedule and make sure they known when t be at work. |
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what is on the Schedule? |
. Dates: the calender days ther are sceduled to work . Shift Times: the time to arrive and depart each day . Work assigned: the location witing the hotel and job tasks to be performed each day. |
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what should the executive housekeeper provide emplyees with: |
they should provide the empolyees with equipments, linens, amentities, and cleaining supplies to properly maintain guestrooms and other guest areas. |
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how should enventories be kept? |
Inventories must be kept at the correct level or amount needed to ensure an efficieantly run housekeeping operation. |
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This means executive housekeeper must make certain all inventories are kept at what? |
all enventories are kept at par level. |
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what is Pat? |
par is the number of each recylced inventory item that needs to be on hand t support daily, routine houekeeping operations. |
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what does enventory control involve? |
enventory control involves using an effective pucchasing system alon with control mechanisms that allow the inventory to be issued and tracked. |
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what two types of inventory is the executive housekeeper responsible for? |
Recycled Inventory: this includes items that can be cleanind and reused such as linens, towel, and equipments. Non-recyclable Inventory: Includes items that are consumable goods such as soap, shampoo and toilet paper. |
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what is One Par equal to? |
One Par for linens is equal to the total number of each linen type neede to outfit all guestroom on time. |
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What is a minimum quantity and maximum quantity? |
Minimum quantity is the smallest number of purchase units that should be in stock at any time Maximum Quantity is the greates number of piurchase units that should be in stock at any time. |
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what is an automated inventory: |
is using bar codes, or radio frequency identification (RFID) tags, all inventory items are scanned when reieved into invetory, issued to employee for use, and returned back into storage. |
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What is a monthly Inventory Count: |
This involves a manual count of every inventory item that is currentsly on the storage shelves at the end of each month. Using an inventory form thise items are listed as beginning inventory column for the next month. The total or ending inventory amount shows the actual number of each items for the next month. |
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what is the formula for Safety stock: |
Product Daily consumption x Reorder Leadtime in days = Safety Stock Levels. |
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what is a vendor? |
is an outside company that provide goods or sevices to the hotels. |
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What is lead time quantity: |
the number of purchases units consumed between the time tha a suppuly order is placed and the time that the order is actuall recieced. |
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What is safety stock level? |
Safety stock level is number of purchase units that must always be on hand for smooth operation in the event of emrgancies spoilage, unexpected delays in delivery, or other situations. |
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what is reorder point: |
reorder point is the level of inventory when a reorder of inventory items must occur. |
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what is the continous monitoring of stock that will ensure each itme never below safety stock levels. |
Reorder point |
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what is the formula of Reorder Point: |
Safety Stock Level + Normal Consumption During Lead Time = Reorder Point (ROP) |
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What is issuing and tracking |
Issuing is controlin the inventory of guestroom amenities and cleaning supplies starts by maintaining accurated counts of the products in the main storeroom, followed by establishing strict issuing procedure to regulate the flow of products from the main storeroom to the floor storage closets. Tracking is consumption of guestroom amentiies and cleaning supplies be traked useing some type of checklist shoeng daily use by housekeepin staffe, which is entered into a computerized tracking system. |
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what are the three things you must consider to establish a par number for linens? |
Laundry cycle, replacements linens and emergancy sityuation. |
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What is the Laundry Cycle: |
1.Clean and Used on the Bed Today clean linens from closet placed on beds today (one Par) 2.Dirty and Being Laundered Today yesterdays dirty linens which are being laundered today (second par) 3. Clean and Ready for Use Tomorrow linens washed yesterday returning from the laundry to the linen closet (third par) |
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what is linen storage: |
linen storage must be kept locked at all times with access limited to designated employees. this helps for to keep linens clean and not dirty. |
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Issuing Linens; |
An effectice method for controlling linen is to maintain Floor Par for all floor storage closets. The housekeepers should establish and post linens floor pars in each linen closet for use by the employees responsible for restocking the sheves each day. |
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what is floor par: |
Floor par is the amount of each type of linen that is require to outfit all rooms serviced on a particular floor. |
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what was the first field to see the positive effects of going gree and developing sustainable green practices? |
The hospitality and tourism field was the first to see the practices. |
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Enviromentally friendly policies contributes something known as the triple bootom line which means green practices in what? |
1Economic Impact - Energy savings (electricity and water) -waste reduction and lowe disposal costs (trash) -Labor cost reduction 2. Enviromental Impact: -Conservation of natural resources -Reduction of pollution - Protection of pollution 3. Social Impact - Good stewardship of the natural world - Envirometnal accountablity -respronsiblity |
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what is Going Green? |
goin green is term used to describe the process of making decision about how to conduct business and provide services to hotel guests while taking into consideration the impact those decision will have on the enviroments. |
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what is Sustainable Green Practices |
the concept of taking into consideration the impact business decision and practices have on the enviroment, then finding and implementing methods, materials, or system that will minimize that impact over a long period of time, |
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what is role of a green team? |
the role of the greent team is to monitor energy use, reduce waste, and establish gree practices in the house keeping department. |
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what are some of coomon green practices: |
. Replace incandescent lamps with compact fluroscent lamps whereever possible . Install digital themostat in guestroom . implement a towel and/or linen reuse program . Install low-flow, 2.5 gallons per minute or less showerheads in all guestrooms .Install low-flush, 1.6 gallon toilets in all guestrooms . implements a recycling program |
