Title: Explain the duties of front-office personnel.
Course: Hospitality, Recreation, and Tourism II (16999-II) > Section: Fulfilling the Responsibilities of the Rooms Division and Lodging Facilities Operations

Explanation should include

- greeting guests
- checking in guests
- assigning rooms (e.g., preparing keys)
- taking reservations
- handling telecommunications
- performing guest transactions
- providing information about area activities and attractions.

Process/Skill Questions:

Thinking

- What procedures need to be in place when greeting and checking in guests?
- What expectations does a customer have when checking in?

Communication

- How important are verbal and nonverbal messages to a customer as he/she checks in?
- What communication skills are needed at the front office to maximize customer satisfaction?

Leadership

- How is conflict handled when it arises at check in?
- What criteria should be used to select front office staff?

Management

- What special skills are needed to manage front office duties?
- What skills are needed when completing guest transactions?