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Front Office Department – Hotel Management Notes | Grade XI

Table of Contents

Chapter – 3: Front Office Department

Short Answer Questions

  1. Explain the Types of rooms and its description. [5]

Ans: Generally a room is understood as a place closed by walls, roof, windows and doors for protection. A room is a source of income for management. However a room is a comfort, place to relax, pleasure, safe to stay, clean and hygienic for a guest. A hotel provides different types of room. Their size and facility depends upon the class of hotel service and tariff. The rooms are known by different names such as:

Single room: A room made for one person which contains one single bed.

Double room: A room to be occupied by two persons, which contains one double bed

Twin room: A room for two persons, which contains two single beds.

Triple room: a room for three people. The room contains 3 single beds.

Dormitory: A big room with many single beds to occupy by many individuals.

Studio Room: A room with bed and extra studio bed that is a sofa cum bed.

Interconnecting Room: Rooms connected internally for family use.

Adjoining Rooms: Rooms which are opposite to each other in the same floor.

Cabana: A room connected with swimming pool.

Penthouse: A room on the terrace or on rooftop to enjoy sky

Lanai: A room with balcony or veranda

Suits: A set of room with setting area with other ancillary facilities. They are different types such as Duplex suit, Presidential suits, Royal suite, etc.

Above are the general assigned to the type of rooms. The rooms are classified by the service and facilities it includes such as luxury, standard. They provide different types of bed in the room such as King size, Queen Size, etc.

  1. Draw a neat format of an ‘Errand Card’ and explain its importance and uses. [5]

Ans: Errand Card is a task card. It is used at the time of arrival and departure of the guest.

The Arrival Errand Card is used at the time of guest arrival. It is prepared by reception desk and handover to the bellboys. The bellboy fills up the necessary information and maintains a proper record. The card helps to maintain record of arrival of guest and their bags.

Example of arrival and departure Errand Card is presented below:

The departure errand card makes sure that all the collections are collected duly. It shows that all the departure procedures are properly conducted and all the departments collected their dues from the guest.

  1. Enlist check-in and check-out procedures of a guest in a large hotel. [5]

Ans: A general process of check-in process is given below:

1st step: The very first step is to greet and receive the guest by doorman. He receives and buzz the bell to inform the bellboys at the bell desk.

2nd step: By receiving the buzz he rush to help the guest with their luggage. He greets the guest and makes them to feel comfortable as if they have arrived to their home. Collects the baggage, count them and lead guest to the reception.

3rd step: Guest contact at the counter and completes the registration process, information desk provides necessary information, welcome process is completed. Then room key and Errand card is handed to bellboys.

4th step: Bellboy lead the guest to their room

5th step: Bellboy opens the guest room, place the guest baggage at right places and brief about the light, AC, TV, music, internal locking and other facilities available in the room.

6th step: Offer any other services as per guest request.

7th step: Bellboy reports back to the reception and bell desk.

General procedure of check-out is given below:

1st step: The bellboy receives the call form the room. He note down the room no. inform the cashier to prepare the bill, receives the Departure Errand Card and proceed to the room.

2nd step: Knock the guest room and only enter the room. Look around the room for any guest articles that should not be forget to pack. Help guest to pack their luggage. At the same time check the damage, lost misplace of hotel property. Switch off the light systems. Collect the room key and depart form room letting the guest lead the way.

3rd step: Please the luggage at the bell desk and help the guest to clear the bill. Fill up the Errand Card and key to the reception.

4th step: After guest clearing the bill bellboy takes the baggage out to the porch, count and load into the transport. Doorman will help for farewell and wish for a happy journey back.

5th step: Report back to the bell desk.

Hotel is a service business so all the activities must be performed very nicely so that guest feels comfortable and will visit again.

  1. Draw a sample of guest registration card and explain the importance of registration. [5]

Ans: Registration is a process to record the guest name, address, nationality, etc. It is the act of recording necessary information related to guests. It is mandatory to maintain a record of hotel guests, as it is the source of information to the government or the local authority on the movement of people in the country. The registration of the guest names, etc. protects both the hotel owner and the guest form the legal complications.

Purpose of registration:

  1. Guest registration is a government rule, so not to maintain guest record is illegal.
  2. The registration helps government to monitor the movement of people in the country, publish data for future planning, etc.
  3. In case of sick guest, accident, or death of a guest, the hotel could be able to intimate the guest relative by looking at the registration card.
  4. The registration helps to contact guest after departure also. It helps in case of ‘Skippers’, lost and found, misplace or change and exchange of guest luggage.
  5. It is a legal proof to the guest of his presence in the hotel.
  6. The guest record could be used to update history card, which acts as a marketing tool for the organization.

Registration is most essential in service business as service in intangible and ownership does not move so a guest needs proof of ownership and record system. Registrations is a record system.

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