Hotel Services and Front Office Operations

This set of vocabulary flashcards covers the organizational structure, departmental roles, operations, guest cycle stages, and safety standards within the hotel industry as presented in the lecture notes.

Hotel Industry

A major part of the tourism and hospitality sector that provides accommodation, food and other services to travelers, guests and tourists.

Hotel Organizational Structure

The system that shows how different departments of a hotel work together to achieve a safe, comfortable and enjoyable hotel experience for the guest.

Hotel Management Department

The department that looks at the big picture and makes sure the entire business runs smoothly; it is compared to a School President's Office.

General Management

Led by the General Manager, they lead the heads of all other departments to ensure quality service is provided to the guests.

Front Office

Considered the "Face" of the hotel, it includes the front desk, lobby, and entrance area, and serves as the main point of contact for guests during their entire stay.

Finance, Sales & Marketing

The hotel's "Business Engine" that works behind the scenes to ensure the hotel brings in money and stays profitable.

Engineering & Maintenance

The hotel's "Fix-It" Crew that keeps the entire building running smoothly, safely, and comfortably.

Recreational Services

The "Fun and Games" Team responsible for keeping guests entertained, relaxed, and active by managing hobby, sport, and relaxation areas.

Food & Beverage

The department acting as the hotel's giant kitchen and dining room, responsible for feeding guests and catering events.

Housekeeping

The "Clean and Comfort" Crew and the largest department in the hotel, responsible for keeping the building spotless, fresh, and looking brand new.

Security

The hotel's "Guardians and Protectors" responsible for keeping everyone safe and the building secure $24/7$.

Front Office Manager

The "Captain of the Front Desk Team" who is strictly in charge of the lobby area and everyone working in it.

Front Office Supervisor

The "Team Captain on the field" who works on the lobby floor alongside staff during the busiest times.

Front Office Agent

The "Face of the Hotel" who talks to guests face-to-face all day long and is the first person seen upon entry.

Night Auditor

A staff member who is part accountant and part late-night receptionist, responsible for balancing the hotel's books while operating the lobby at night.

Concierge

The hotel's ultimate local expert and VIP guide who sits at a separate desk to help guests plan their vacation in the city.

Bell Desk

The team responsible for taking guest luggage and assisting them from arrival until they reach the front desk.

Front-of-House (FOH) Operations

The "Stage" of the hotel, including every area, department, and staff member that a guest can physically see and interact with.

Back-of-House Operations

The "Engine Room" of the hotel, including behind-the-scenes areas and staff that guests never see but are necessary to keep the hotel running.

Front Office Personnel

The "A-Team" that runs the lobby, where "Personnel" is another word for staff or employees.

Hotel Guest Cycle

A four-stage timeline representing the entire journey a traveler takes with a hotel, from booking a room to checking out.

Prearrival

The guest cycle stage where the guest gathers information, creates expectations, and makes room bookings or reservations.

Arrival

The stage where the guest arrives at the hotel, luggage is handled by the bell desk, and reservations are confirmed at the front desk.

Occupancy

The duration of the guest's stay, covering all activities and experiences such as room service, recreational areas, and tours.

Departure

The stage where guests check out, the night auditor ensures the bill is correct, and final payment is received.

Occupational Safety and Health (OSH) standards

Strict rules and practices in hotels that keep employees and guests safe from injury, illness, and accidents.

Hazard Reduction Steps

The process to reduce risks including: identify hazards, select a control measure, training, emergency response, and recordkeeping.