Chapter 7: Unit 3

Front 1

Housekeeping:

Back 1

To obtain room status updates, to communicate request or needs, and to report guestroon complaints.

Front 2

Food and Beverage:

Back 2

To make dining reservations, assist with special dietary needs requests, and to obtain changes to available dining options.

Front 3

Engineering:

Back 3

Repairs, report emergency repair situation, or assist during sever weather, power failures, or other emergency situations.

Front 4

Marketing and Sales:

Back 4

For updates on special promotions and offers being communicated to currently being booked by guest.

Front 5

Forecasting:

Back 5

The process used to predict the sales of guestrooms and rate that should be changed for a specific time of year. It helps front office managers to know when to raise or lower room rates to maximize sales.

Front 6

Average Daily Rate (ADR):

Back 6

An occupancy ratio derived by dividing per rooms revenue by the umber of rooms sold.

Front 7

Revenye per available room (RevPAR)

Back 7

A revenue manageent statistic that measure the revenue generating capability of a hotel.

Front 8

Green Practices:

Back 8

Enviromentally friendly and ecologically responsible decisions and processes that guarantee natural resources will continue to be readily available in teh futre.

Front 9

Front Desk Representitives:

Back 9

Assist guests throughout all stages of guest cycle and acts as the meing representative to guests for the property, maintains guest folios in the Property Management System (PMS), performs bill settlement, and provides guest service.

Front 10

Uniformed Services:

Back 10

Assists guest with curbsided baggage service, guest vehicle parking, and guest transportation service. Includes position such as bell attended, door attendant, door attendant, valet parking, and transportation.

Front 11

Concierge:

Back 11

Assist guest with arranging in hotel, activities/and or making reservations, providing information, giving directions, and obtaining transporation for offsite attractions facilities, or services.

Front 12

Night Auditor:

Back 12

Checks front office accounting records for accuracy, on a daily basis, sumarizes and complies reports about various aspects of the hotel's financial performance. 574

Front 13

Reservationist:

Back 13

Assist guests, travel agents, and third party vendors with booking hotel guestrooms.Creates and maintains reservations records and generates reservation numbers through some type of Central Reservation Office (CRO)

Front 14

Cashier:

Back 14

Posts revenue center charges to guest accounts, balances guest accounts, and performs a variety of banking services for guests.