Front Office Operations - HML 208

Vocabulary flashcards covering the roles, functions, characteristics, and industry jargon of the Front Office Department based on the HML 208 lecture.

Front Office Department

The term used in hotels to refer to the customer-facing departments dealing with reservations, reception, room allocation, guest information, billing and payments; also known as the ’nerve center’ of the hotel.

First Point of Contact

A characteristic where the front office acts as the source of crucial first impressions and helps visitors decide to choose the hotel or not.

Service Hub

The aspect of the front office where the quality of service shapes the guests’ experience, provides satisfaction, and encourages guests to return.

Communication Hub

The place where information is exchanged by and with all other departments of the hotel to ensure guests are properly served.

Center of the Problem-Solving

The front office's role in dealing with guest problems and complaints and taking immediate action to prevent major issues.

Administrative Hub

Where reservations are logged, room status is monitored, guest bills are prepared, and records are kept.

Reservations (Function)

The key function of managing room bookings, inquiries, and special requests.

Registration

The key function involving check-in and check-out procedures and room assignments.

General Manager (GM)

Oversees all staff and daily operations; responsible for hiring, training, supervising, and disciplinary actions for front desk, reservation, and guest service staff.

Front Office Clerk

Considered the ‘face of the hotel,’ responsible for greeting guests, handling check-in/out, assigning rooms, and dispensing guest room keys.

Cashier

A personnel who handles financial transactions, works at a cash register, and collects payments.

Night Audit

Staff responsible for conducting financial audits, ensuring smooth overnight operations, and handling guest needs during off-peak hours.

Telephone Operator

Processor of all incoming and outgoing calls who provides polite telephone service to guests and hotel staff.

Reservation Agent

Handles guaranteed and non-guaranteed reservations and prepares expected arrival and departure lists daily.

Concierges

Local experts who provide information on entertainment, dining, and transportation, and act as personal helpers to VIPs.

Bellman

Primarily assists guests with luggage delivery or pick-up between the lobby and guest rooms.

Doorman

Stationed at the main entrance to ensure security and the smooth flow of traffic.

Three Main Functions of Front Office

1. To sell rooms 2. To offer services 3. To maintain balanced guest accounts.

Proper Grooming

A quality where staff appear as per industry requirements, looking charming and presentable.

FOM

Front Office Manager.

MOD

Manager on Duty.

GSR

Guest Service Representative.

MUR

Housekeeping jargon for ‘Make Up Room’.

TD

Housekeeping jargon for ‘Turn Down Service’.

OCC

Room status code for ‘Occupied’.

VC / VD

Room status codes for ‘Vacant Clean’ and ‘Vacant Dirty’ respectively.

OOO

Room status code for ‘Out Of Order’.

FIT

Front Office jargon for ‘Frequent Independent Traveler’.

PMS

Front Office jargon for ‘Property Management System’.

N/S

Front Office jargon for ‘No Show’.

NATO Phonetic Alphabet (A, B, C)

Alpha, Bravo, Charlie.