QUESTIONS

A.
1. How will you address overbooking?
2. Describe an availability board?
3. Differentiate a guaranteed reservation from a confirmed reservation?
4. What is a Central Reservation System?
5. What is an FIT?
6. Name at least four sources of reservations?
7. How will you handle the different forms of reservations?
8. How does a no show affect the hotel?
9. Have you experienced operating a reservation using a system?
10. What are the information needed to be asked by a reservation agent from the guest?
B.
1. What comprises product knowledge and what is it’s importance?
2. What includes shift endorsement?
3. Explain the general flow in rooming a guest?
4. What are the things you may do in preparing for a group arrival?
5. What are the personal safety measures to be observed in lifting guest luggage?
6. When riding an elevator, what are the things to remember?
7. What do you do when the guest losses luggage?
8. What are some signs of intoxication to be observed?
9. How you will handle an intoxicated guest?
10. What are some concerns to note when asking an intoxicated patron to leave the
premises?
C.
1. Describe the functions of night audit.
2. What are the role and job description of the night audit process?
3. What are the main steps of the night audit process are?
D.
1. What is the standard practice in answering the telephone?
2. How do you handle guest complaints?
3. How does the guest greeting affect the front office image?
E.
1. Discuss the methods of guest’s accounts?
2. What constitutes the ‘++’ sign added to the charges?
3. What are the different forms of guest’s payment?
ANSWERS

1. **Addressing Overbooking**:
- Overbooking can be addressed by closely monitoring reservations and historical booking
patterns to minimize the likelihood of overbooking.
- Implementing a waitlist for guests willing to be relocated.
- Offering incentives like complimentary upgrades or compensation for guests who are
inconvenienced due to overbooking.

2. **Availability Board**:
- An availability board is a visual representation of the hotel's room inventory. It displays
the status of rooms (e.g., vacant, occupied, reserved) for a specific date.
- It helps front desk staff track room availability, assign rooms, and manage reservations
efficiently.

3. **Guaranteed vs. Confirmed Reservation**:

- A guaranteed reservation is one where the guest provides a form of payment (e.g., credit
card) to secure the reservation. The hotel is obligated to hold the room.
- A confirmed reservation is when the hotel acknowledges and accepts the reservation
request but may not require a guarantee. It is subject to availability.

4. **Central Reservation System (CRS)**:

- A CRS is a computerized system used by hotels to manage and distribute room inventory
across various distribution channels, including the hotel's website, third-party booking sites,
and travel agencies.

5. **FIT (Free Independent Traveler)**:

- FIT refers to individual travelers who plan their trips independently without being part of
a group or tour package.

6. **Sources of Reservations**:
- Telephone bookings
- Online reservations through the hotel's website
- Travel agencies and tour operators
- Walk-in guests
- Global distribution systems (GDS)
- Corporate reservations

7. **Handling Different Forms of Reservations**:

- Follow the hotel's established procedures for each reservation type (guaranteed, non-
guaranteed, group, individual, etc.).
- Ensure accurate data entry and guest information collection.
- Confirm reservations in advance.

8. **No Show and Its Impact**:

- A no-show occurs when a guest with a reservation does not arrive and does not cancel.
 - It affects the hotel by causing revenue loss for the unused room and potentially
inconveniencing other guests who may have wanted that room.

9. **Experience with Reservation Systems**:

- Provide details of any experience using reservation systems, such as specific software or
platforms, and describe your responsibilities.

10. **Information Needed from Guest**:

- Name, contact details, and billing information
- Arrival and departure dates
- Room type and special requests
- Any preferences or special requirements

B. Front Office Services

1. **Product Knowledge and Importance**:

- Product knowledge includes information about the hotel's facilities, services, room types,
rates, and local attractions.
- Importance: It allows front office staff to provide accurate information to guests, make
suitable recommendations, and enhance guest satisfaction.

2. **Shift Endorsement**:
- Shift endorsement involves the transfer of information between incoming and outgoing
front desk staff at the start and end of shifts. It ensures a smooth transition and continuity
of service.

3. **General Flow in Rooming a Guest**:

- Greeting and identification of the guest.
- Verification of reservation and guest details.
- Issuing room keys and providing necessary information.
- Offering assistance with luggage if required.
- Explaining hotel policies and amenities.

4. **Preparing for Group Arrival**:

- Ensure group reservations are accurate.
- Prepare a welcome packet with room keys and information.
- Assign dedicated staff to assist the group upon arrival.

5. **Personal Safety Measures for Lifting Luggage**:

- Bend your knees, not your waist.
- Lift with your legs, not your back.
- Keep the load close to your body.
- Use proper lifting techniques and ask for help if the luggage is too heavy.

6. **Elevator Etiquette**:
- Hold the elevator door for others.
- Allow guests to exit before entering.
 - Do not overcrowd the elevator.
- Press the appropriate floor buttons for guests.

7. **Handling Lost Luggage**:

- Assist the guest in reporting the loss to the airline or relevant authorities.
- Provide support in tracking and facilitating the return of the luggage.

8. **Signs of Intoxication**:
- Slurred speech
- Unsteady gait
- Bloodshot eyes
- Strong odor of alcohol

9. **Handling an Intoxicated Guest**:

- Ensure the guest's safety and well-being.
- Avoid confrontations and maintain a calm and respectful demeanor.
- If necessary, contact security or local authorities for assistance.

10. **Concerns When Removing an Intoxicated Patron**:

- Ensure the patron's safety.
- Avoid physical altercations.
- Document the incident for security and legal purposes.

C. Night Audit

1. **Functions of Night Audit**:

- Verifying and reconciling financial transactions.
- Preparing daily reports.
- Closing and opening guest accounts.
- Ensuring data accuracy in the property management system.

2. **Role and Job Description of Night Audit**:

- Night auditors are responsible for ensuring the accuracy of financial records, resolving
discrepancies, and preparing reports for management and accounting.

3. **Main Steps of Night Audit**:

- Reviewing and reconciling daily transactions.
- Closing guest accounts.
- Preparing financial reports.
- Verifying room status and occupancy.

D. Front Office Services

1. **Standard Practice in Answering the Telephone**:

- Answer promptly with a friendly greeting.
- Identify the hotel and yourself.
- Listen actively to the caller's needs.
 - Speak clearly and professionally.

2. **Handling Guest Complaints**:

- Listen attentively to the guest's concern.
- Apologize and empathize with the guest.
- Take appropriate action to resolve the issue.
- Follow up to ensure guest satisfaction.

3. **Guest Greeting and Front Office Image**:

- A warm and welcoming greeting creates a positive first impression, contributing to the
hotel's image of hospitality and professionalism.

E. Guest Accounts

1. **Methods of Guest's Accounts**:

- Guest folio: A running account of charges and payments.
- Direct billing: Charges are billed directly to a company or organization.
- Cash payment: Guests settle their bills in cash.
- Credit card payment: Charges are placed on the guest's credit card.

2. **'++' Sign Added to Charges**:

- '++' signifies that additional taxes and service charges will be added to the base rate or
stated price.

3. **Different Forms of Guest's Payment**:

- Cash
- Credit card
- Debit card
- Traveler's checks
- Mobile payment apps
- Direct billing to a company or organization

Front office staff play a crucial role in providing exceptional service and maintaining the
hotel's reputation, and understanding these aspects is essential for their success in the
hospitality industry.