FRONT OFFICE IMPORTANT EXPAND THE FOLLOWING

:
 A.A.U.I. – Automobile Association of Upper India  A.M. – Anti Meridian  A.T.C. – Air Traffic Control  A.T.M. – Automated Teller Machine  A.P. – American Plan  A.A.I. – Airport Authority of India  A.R.R. – Average Room Rate  A.D.R. – Average Daily Rate  A.H.M.A. – American Hotel and Motel Association  A.A.I. – Air India International  A.S.T.A. – American Society of Travel Agents  A.P.C. - All Payments Cash  A.I.D.A. – Attention Interest Desire and Action  A.E. – American Express  B.A. – British Airways  B.T.A. – British Tourist Authority  B.P. – Bermuda Plan  B.C. – Barclays Card  C.P. – Continental Plan  C.I.P. – Commercially Important Person  C.I.S. – The Commonwealth of Independent States  C.O.D. – Cash on Delivery  C.D.F. – Currency Declaration Form  C.V.G.R. – Company Volume Guaranteed Rate  D.P. – Direct Payment  D.N.D. – Do not Disturb  D.N.A. – Did not Arrive  D.N.S. – Did not Stay  D.G. – Distinguished Guest  D.C. – Diners Club
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FRONT OFFICE IMPORTANT
 D.O.T. – Department of Tourism  E.P. – European Plan  E.D.P. – Electronic Data Processing  E.C.O. – Express Check Out  E.C.R. – Electronic Cash Register  E.P.A.B.X. – Electronic Private Automatic Branch Exchange  F.A.M. Tours – Familiarisation tours  F.E.R.A. – Foreign Exchange Regulatory Act  F.C.I. – Food Corporation of India  F.I.T. – Free Individual Traveller  F.F.I.T. – Foreign Free Individual Traveller  F.R.R.O. – Foreigner‟s Regional Registration Office  F.H.R.A.I. – Federation of Hotels and Restaurants Association of India  F.F. & E. – Furniture, Fixtures and Equipment  G.D.S. – Global Distribution System  G.O.I. – Government of India  G.R.C. – Guest Registration Card  G.R.E. – Guest Relation Executive  G.I.T.- Group Inclusive Tours  H.R.A.C.C. – Hotels and Restaurants Approval Classification Committee  H.R.D. – Human Resource Department  H.W.C.- Handle with Care  H.I.S. – Hotel Information System  I.S.R.O. – Indian Space Research Organisation  I.C.A.O. – International Civil Aviation Organisation  I.A.T.A. – International Air Transport Association  I.L.O.- International Labour Organisation  I.R. – Instant Reservation  I.S.O. – International Standards Organisation  I.H.A. – International Hotel Association  J.A.L.- Japan Airlines  J.C. – JCB International
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FRONT OFFICE IMPORTANT
 K.L.M. – Koninklijke Luchtvaart Maatschappij nv (Royal Dutch Airlines)  L.H.W. - Leading Hotels of the World  L.S.H.W. – Leading Small Hotels of the World  M.A.P. – Modified American Plan  M.A.S. – Malaysian Airlines System  M.F.C.- Mail Forwarding Card  M.S.D.S. – Material Safety Data Sheet  M.C.O. – Miscellaneous Charge Order / Voucher  M.L.S. – Minimum Length of Stay  M.O.D. – Manager on Duty  M.C. –Master Card  M.I.C.E. – Meetings Incentive Conference and Exhibitions  N.A.A. – National Airport Authorities  N.C.R. – National Cash Register  O.O.O. – Out of Order  P.A.T.A.- Pacific Air Transport Association  P.P.P.N. – Per Person Per Night  P.I.A. – Paid in Advance / Pakistan International Airlines  P.O.S. – Point of Sale  P.M.S. – Property Management System  P.B.X. – Private Branch Exchange  P.M.B.X. – Private Manual Branch Exchange  P.A.B.X. – Private Automatic Branch Exchange  R.N.A. – Registered but not assigned / Room Not Assigned  R.N.A.C.- Royal Nepal Airlines Corporation  R.O.I. – Return on Investment  R.S.V.P. – Responez Sil Vous Plait (Reply if you please)  S.A.T.C. – South Asia Travel Commission  S.I.T.- Special Interest Tours  S.A.S. – Scandinavian Airlines System  S.O.P. – Standard Operating Procedures  SPATT – Special Attention
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FRONT OFFICE IMPORTANT
 S.A.B.R.E. – Semi- Automated Business Research Environment  S.M.A.R.T. – Scandinavian Multi Access Reservations for Travel Agents  T.I.C. – Tourist Introduction Card  T.A.A.I. – Travel Agents Association of India  T.Q.M. – Total Quality Management  T.I.P.S. – To Ensure Prompt Service  T.D.C. – Tourist Development Corporation  U.S.P. – Unique Sales Proposition  U.F.T.A.A. – Universal Federation of Travel Agent Association  V.P.O. – Visitor‟s Paid Out  V.S. – Visa Card  V.I.P. – Very Important Person  V.T.L. – Visitor‟s Tabular Ledger  W.T.O.- World Tourism Organisation  W.A.T.A. – World Association of Travel Agents  W.T.T.C. – World Travel and Tourism Council  Y.H.A.I. – Youth Hostel Association of India  Y.M.C.A. – Young Men‟s Christian Association  Y.W.C.A. - Young Women‟s Christian Association

TRUE OR FALSE:

1. Motels are situated near beaches. (False) 2. Crib is a supply provided in a guest room. (False) 3. „C‟ Form is necessary to be filled by all guests in a hotel. (False) 4. Pantry is a type of store room. (True) 5. Whitney system is an automatic system of hotel reservation. (False) 6. Pent house is the type of a guest room at the topmost floor of any hotel. (True) 7. Commercial hotels are sometimes called as downtown hotels. (True) 8. Night auditor tallies the guest bills at night. (True).

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FRONT OFFICE IMPORTANT
9. Tourist going from their local areas to other areas is known as Inbound Traveller. (False) 10. 11. 12. 13. Thomas Cook is given the credit to start Travel Agency business. (True) Full form of TDC is Tourist Development Council. (False) Great Britain is considered as “Motherland of Hotel Industry”. (False) International chain provides expertise, technology and marketing to its hotels worldwide. (True) 14. Locatels refers to 5 star deluxe properties with the facility of Helicopter landing on a terrace. (False) 15. 16. 17. Classification of Hotels and Restaurants are done by HRACC. (True) On flight entertainment is a value added service. (True) To be eligible to apply for classification, a functioning hotel must have at least 20 lettable rooms. (False) 18. The powers to classify hotels in 1 and 2 star categories have been delegated to the respective State Government / Union Territories. (True) 19. 20. 21. Residential hotels are also called as Apartment Hotels. (True) Motels are also called as Highway Hotels. (True) Condominium is a hotel owned by a single owner, who might use it for some part of the year and rent it out for the remainder of the year. (True) 22. 23. Hotels located at the port of entry are known as Airport Hotels. (False) Food and Beverage activities and other catering concerns also have an effect on room revenue. (False) 24. Orientation is not important for building confidence of a new employee. (False) 25. 26. 27. 28. 29. Double occupancy means a room sold twice. (False) Modified American Plan is also known as „Demi – Pension‟ Plan. (True) American plan is also known as „Full Pension‟ Plan. (True) Front office creates the image of the hotel. (True) A lobby manager represents the front office manager throughout the day and night. (False) 30.
SUMIT PRATAP

The front office manger informs the management of expected VIP‟s of the day. (True)
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FRONT OFFICE IMPORTANT
31. A lobby manager has the authority the authority to reduce the house limit for a „scanty baggage‟ guest. (True) 32. The guest relation executive sits in the back office of the front office. (False) 33. 34. The crew list is required by the Foreigners Registration Office. (True) Bell boys check the occupancy status of rooms on behalf of the reception. (True) 35. 36. 37. 38. 39. 40. 41. The VIP list is distributed to the telecommunications department. (True) The lobby manager controls the master key. (True) The concierge is a member of uniformed services. (True) The doorman controls traffic at the porch. (True) The concierge desk has a room rack. (False) The first task of a GRE is to check the lobby managers log book. (True) PABX exchange has a call waiting facility. (False)

FILL IN THE BLANKS:
1. 2. 3. 4. 5. 6. 7. 8. A guest having less or no luggage is called Scanty Baggage. A person who takes care of guest luggage is known as Bell Boy. A room near the swimming pool is called Cabana. Guest who lefts the hotel, without settling his/her bill is termed as skipper. OOO stands for Out of Order. Full form of EPABX is Electronic Private Automatic Branch Exchange. Rooms next to each other are called Adjoining Rooms. An original process to familiarize a new recruit to the organisation and workplace is called as Induction. 9. Master bill on which all cash and credit transactions by the guest are recorded is called Guest Folio. 10. A daily list of expected departures is known as Departure List. 11. Cot is referred to a small or extra bed.

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FRONT OFFICE IMPORTANT
12. A special negotiated rate for airline crews is termed as Airline Contract Rate. 13. Guest luggage is also called as baggage. 14. Room occupied by two persons is called as Double Occupancy. 15. The number of guests residing in a hotel is termed as House Count. 16. A guest with a confirmed reservation who has not turned up is referred as No Show. 17. Guest baggage that has been kept with the hotel to be claimed later is called as Left Luggage. 18. Amount posted to a guest account after check out is called as Late Charge. 19. Two rooms with an interconnecting door is termed as Connecting Room. 20. A business lounge will be found in a Business hotel.

21. A property that has self sufficient units with kitchenettes is called Residential Hotel. 22. A property which provides full ownership of units is called a Condominium. 23. On- line flight schedules can be found in Airport hotels. 24. The quoted rate for the day is called the rack rate. 25. A rate guests not staying overnight is called day rate. 26. Independent hotels that chain together are called referral hotel. 27. A guest who checks in without prior booking is called Walk – in. 28. The document that takes all the details of a reserving guest is called Reservation form. 29. A group consists of a minimum 15 members. 30. A meal plan that includes all meals in the room rate is called American plan. 31. The Whitney rack, at the information section of the reception that arranges resident guest names in an alphabetical order is called Guest rack. 32. Guests who extend their stay for a night are called Stay over. 33. The document that coordinates two shifts is called the Log book.
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FRONT OFFICE IMPORTANT
34. The document that is required by the Foreigners Registration Office and the Airline Operations Office is called the Crew Sheets. 35. The document that gives the room numbers with the guest names of groups is called Rooming list. 36. The document that blocks out-of-order rooms in the room rack is called Out-of-Order Card. 37. Rooms available for sale at the beginning of a shift or day are called position. 38. The document initiated by the Bell Captain on a guest arrival is called Errand Card. 39. The concierge informs the reception that mail has been received for an expected guest by marking “Mail” on the Reservation Slip. 40. In case of a fire emergency, the operator calls first the Chief Security Officer. 41. Bed and Breakfast Hotels are also known as “Mom and Pop” Hotels.

SHORT NOTES:
1. Small Hotels: These are those hotels which have less than 150 rooms. 2. Medium Hotels: These are those hotels which have rooms between 150 – 299. 3. Large hotels: These are those hotels which have rooms between 300 – 600. 4. Very Large Hotels: These are those hotels which have more than 600 rooms. 5. Commercial Hotels: These are the hotels located in the heart of the city and usually cater to business guests. Also known as “Downtown Hotels”. 6. Airport Hotels: These are the hotels that are located near airports. Also known as “Transit hotels”. The guests usually stay for shorter duration. 7. Highway Hotels: These are the hotels that are located on the highways and usually cater to travellers. Also known as “Motels”. 8. Resorts: These are the hotels that are located on exotic locations such as near beaches, or hill stations.

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FRONT OFFICE IMPORTANT
9. Casino Hotels: These are those hotels that provide gaming and gambling facilities. These facilities are provided through casinos. 10. Convention Hotels: These are those hotels that have a provision of convention hall facility. 11. Condominiums: Condominium is a unit owned by a single owner, who might use it for some part of the year and rent it out for the remainder of the year. 12. Time Share Property: People invest in a timeshare company & depending on the amount of investment, they get membership for certain duration of time. The members get to stay at the time share property (resort) once a year for a week. 13. Independent Hotels: This is a single property hotel. 14. Chain Hotels: These are multi properties owned by group of individuals. 15. Management Contract Hotels: In this type the owners hire a management company to run the hotel and a contract is signed citing the conditions. 16. Referral Groups: In this type the independent properties get together and form a group. 17. American plan: This type of plan includes room rent and all meals (Breakfast, Lunch and Dinner). 18. Modified American plan: This type of plan includes room rent, breakfast and lunch or dinner. 19.European plan: This type of plan includes only room rent. 20. Bermuda plan: This type of plan includes room rent and American breakfast. 21. Continental plan: This type of plan includes room rent and Continental breakfast. 22. Bed and breakfast plan: This type of plan includes room rent and English breakfast. 23. Cabana: A room with a view of swimming pool is called cabana. 24. Single room: A room that has a single bed is called single room. 25. Double room: A room that has a double bed is called double room. 26. Twin Bed room: A room that has two single beds separated with a bed side table.
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FRONT OFFICE IMPORTANT
27.Quad room: This type of room has usually four beds. It is also known as „Family Room‟. 28.Double –Double room: A room that has two double beds separated by a bed side table. 29. Hollywood Twin room: A room that has two single beds but have a common headboard. 30. Lanai room: A room that have a view of water body. 31. Duplex Room: It has room two rooms that is spread over two floors. The ground floor room is the living room and the first floor room is the bedroom. 32. Studio Room: This type of room has a sofa cum bed. 33. Interconnecting room: They are a set of two adjacent rooms that are connecting through a common door. 34. Company Volume guaranteed Rate: This is a special rate offered to those companies which contribute a large volume of room nights. 35. Crib Rate: This is a special rate applicable in some hotels to children. 36. Series Rate: “BACK TO BACK” is the term used where a Company, Airline or Travel Agent books a series of rooms; in such a case one group checks out and another group checks in as soon as the rooms are cleaned. 37. Group Rate: This type of rate is applicable to groups. The reason being the large number of rooms taken by them. 38. Check–in: It is the procedure of the registration of the guest at the front desk. 39. Check–out: It is the procedure of the departure of the guest after settlement of his bills. 40. Skipper: The person who leaves the hotel without settling his bills. 41. Day rate: A type of rate for guests who are not staying overnight. 42. Duplex Suite: Two suites on two floors with an interconnecting staircase. 43. Free Sale: Rooms that is available for booking. 44. House Count: It refers to the number of guests residing in the hotel. 45. Late Charge: It refers to amount posted to a guest account after the check – out. 46. Left Luggage: Guest luggage that is temporarily kept with the hotel, to be claimed later.
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FRONT OFFICE IMPORTANT
47. No Show: A guest with a confirmed reservation who has not turned up. 48. Occupancy: The number of saleable rooms occupied by guests. 49. Over Stay: A guest who stays beyond his departure date. 50. Pax: Number of persons. 51. Rack Rate: It is the daily quoted rate for the room rent. 52. Room Allocation: Assigning a room to guest after he has registered into the hotel. 53. Scanty Baggage: A guests who arrives in the hotel with a hand baggage or no baggage at all is called scanty baggage. 54. Sleep Out: A registered guest who has not used the room. 55. Stay Over: A guest who checks-in a day before his scheduled arrival date. 56. Sold Out: A Status in which all the rooms in the hotel are sold.

ANSWER THE FOLLOWING QUESTIONS IN DETAIL:
1. Draw down the organizational or hierarchical chart of a front office department of a 5* hotel. Also list down the duties and responsibilities of a Front Office manager. 2. Draw down the organizational or hierarchical chart of a front office department of a 5* hotel. Also list down the duties and responsibilities of a Lobby manager. 3. Draw down the organizational or hierarchical chart of a front office department of a 5* hotel. Also list down the duties and responsibilities of a Concierge. 4. Draw down the organizational or hierarchical chart of a front office department of a 5* hotel. Also list down the duties and responsibilities of a Guest Relation Executive. 5. Draw a neat flow chart of guest cycle and also explain its stages. 6. Explain “Star System” of Classification in details. Also give other ways of classification. 7. Explain the basis of charging room rates. 8. Name the various types of rooms and also explain them in detail. 9. Explain the various types of guests in detail. 10. Draw a neat layout of Front Office and also explain the various sections of Front office. 11. Explain the various types of meal plans and their usage. 12. Explain the classification of hotels in detail.
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