AHLEI Front Desk Certification 4th Edition Study Guide

Flashcards covering key concepts, vocabulary, and procedures from the AHLEI Front Desk Certification 4th Edition Study Guide.

Employee Security Responsibility

Watching for and reporting suspicious activity.

Front office logbook

A resource that serves as a record of important events and decisions that take place during previous shifts.

Room status reconciliation

The process of comparing Room Status and Housekeeping reports.

Late charge

A charge that is posted after the guest checks out.

AED devices

Equipment used for reviving someone from cardiac arrest.

Safe deposit box access

Requires exactly two keys to open.

Point-of-sale

Equipment that allows guests to make purchases at hotel retail outlets that are charged to their room.

PCI standards

Standards designed to reduce or eliminate payment card fraud.

Guest loyalty

Building relationships with guests and making them feel important.

Employee Knowledge

The ability to provide basic directions to local restaurants regardless of position.

Pre-registered guest

A type of guest, such as a Group-arrival, who is registered before they arrive.

Upselling

The practice of anticipating what the guest wants to increase sales.

Giving directions

A recommended guideline to use "right", "left", and "straight".

Counting change

The practice of counting change out into the guest's hand, not on the counter.

Guest complaint response

The first action an employee should take is to apologize for the guest's inconvenience or discomfort.

Phone etiquette during check-in

Asking the guest permission to briefly answer the call if the phone rings.

Bucket check (or tub check)

A procedure used to confirm that guest accounts are accurate.

Tax-exempt guest

A category of guest often including employees of non-profit organizations.

Back-to-back reservation

Occurs when a guest books rooms on consecutive nights using different systems.

Group Master account

An account that contains transactions for more than one guestroom.

Amenities notification

The time during check-in when guests should be informed of property amenities.

Waiving late check-out fees

A customary practice when the guest checks out prior to the hotel's check-in time.

Room change protocol

Front desk agents should place a follow-up courtesy call to make sure the guest is satisfied.

Folio

A statement of all transactions (debts and credits) affecting the balance of a single account.

Blocked rooms

Rooms that have been set aside to accommodate arriving guest requests.

MOD manual

A resource that includes emergency procedures.

Social media guideline

Appropriate content for employees to post includes upcoming events the property is hosting.

Service animals

Animals that are allowed to go anywhere the guest can go.

Adjoining rooms

Rooms next to each other that are connected by a door.

Reservation Categories

The two broad categories that reservations fall under: Guaranteed or non-guaranteed.