Ulangan Harian Front Office

1. What is the first step to take with an incoming call after providing an
acceptable greeting to the caller?

Answer:

Name of Guest

2. What are the two keys in making sure you correctly establish the
purpose of a call before processing it?

Answer:
1. Record the messages from caller
2. Deliver the messages to guest concerned

3. What are the two key elements in taking telephone messages?

Answer:

1.
2.
4. Give two reasons why details of a telephone message should be
repeated back to the caller who leaves the message.

Answer:
1.

2.

5. List three keys for dealing with rude and angry people on the telephone.

Answer:
1.
2.
3.

6. What is the critical need that must be addressed before making an

outgoing telephone call?

Answer:

7. Why handover is important?

Answer:
8. What is the purpose of a reception diary?

Answer:

9. Suggest 2 tasks that need to be done to prepare for group arrival.

Answer:
1.
2.

10. Who gets the arrivals list?

Answer:
1.
2.
3.
4.

11. What should you confirm with the guest when they arrive to check in?

Answer:
1.
2.
3.
4.
5.
12. Why does front office need to know about the room and hotel facilities?

Answer:

13. Why is it important to get the guest signature at registration?

Answer:

14. List 4 duties of a porter.

Answer:
1.
2.
3.
4.

15. What is a guest folio?

Answer:
16. What is night audit?

Answer:

17. Name 3 services delivered by a bell boy/porter.

Answer:
1.
2.
3.

18. Describe the procedure for collecting a guest's luggage for checkout.

Answer:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
19. List two ways a porter can assist a guest in departure.

Answer:
1.
2.

20. Name 3 pieces of information that should be on a luggage label.

Answer:
1.
2.
3.
4.
Answer

I
1. Room number
2. Number of luggage
3. Date
4. Name of guest

II

1. Front Office Department (Reception, Concierge, Bellboy,

Room Controller, Front Office Manager)
2. Housekeeping Department
3. Security Department
4. Food and Beverages Department

III

1. Keep calm and in control while calling and not respond back
with anger
2. Keep be polite when give respond
3. Don't take the call personally

IV

1. Porter get information from reception or room controller,

then prepare for pickup luggage like trolley and luggage tag
2. Porter go to room and collect the luggage
3. Reconfirm to guest about the number of luggage then write
that on luggage tag
4. Give the guest luggage tag
 5. Make sure to guest that nothing left behind
6. Escort guest to receptionist for check out process
7. Put the luggage to trolley and go to front desk with guest for
check out process
8. If done bring and load the luggage to the car or taxi
9. Make sure to guest that all of the luggage is complete
10. Write the activity on the bellboy control sheet

1. Make sure all room is ready and arranged

2. Print the rooming list and make key for each room based on
rooming list
VI

1. Pick up the luggage from room

2. Arrange the transportation for the guest
VII

Offering help to the caller. For the example we can say "How may I assist
you Sir/Madam?" With that question we can know the purpose of the call.

VIII

1. Handling luggage
2. Escorting guest to room
3. Handling buggy
4. Take and send messages from post office
IX

1. Asking several question

2. Listen carefully the information given by caller
X
1. Handling guest luggage
2. Escort guest to room
3. Cooperate with other departments

XI
1. Record the messages from caller
2. Deliver the messages to guest concerned
XII
The process of summarize revenue for all outlets in the hotel
for 24 hours at the day
XIII

Guest bill during stay at hotel. Guest folio contain all

transactions of both cash and credit occured by the guest.

XIV

1. To reconfirm again about the messages (make sure the

messages is right)
2. To allow the caller add or change the information in the
messages
XV

Because the signature is proof that guest is agreed with the

data that provided on the registration.

XVI

Prepare everything that we need when make an outgoing call

like purpose of the call, the number and note.
XVII
Because front office is front of the house and will interact directly to
the guest. When guest need something to ask, the may go to front
deks or other front office staff such as concierge or bellboy and ask
about it. So we as a front office staff should be know the room and
hotel facilities to give a proper information to guest when they asked
it.
XVIII

Because we work on shift and as a team. So handover is important to

make sure all important things or need to be followed up can be
known by the next shift colleagues.

XIX

:
1. Name of the guest
2. Lenght of stay
3. Room type
4. Number of person
5. Special request
XX

To record all activities and important thing that occur on

reception.