Chapter 6, Section 1

Front Desk: Excellent Team Work Give positive feedback to the reservations department. Introduce guests to bell attendants. Report needed repair to engineering. Update the concierge with information about guest service. Provide accurate information to guests about property amenities. Transfer inquiries about booking function rooms to the sales department.

Front Desk Representative Know How to Use: Wireless Internet service Radios Free television channels Pay movie channels Heating, ventilation, and air conditioning system In-room mini-bars In-room hot tubs In-room safes

Front Desk Representatives Have Access to: Telephone Equipment Point-of-Sale Equipment Computer Equipment

Section 6.1 Quiz 1.True/False: For many guests, a front desk representative is their first contact with the property. 2.True/False: “POS” stands for “pledge of service.”

Section 6.1 Quiz 3.Why is it important for front desk representatives to know about guestroom equipment and amenities? a.If the front desk representative doesn’t tell guest about those conveniences, they may never find out about them. b.Front desk representatives are responsible for repairing guestroom equipment and restocking amenities. c.Front desk representatives can earn commissions and bonuses for selling amenities to guests.

Section 6.1 Quiz 4. Examples of target markets at which a property could aim the sales efforts might include: a.restaurants, them parks, local attractions b.Business travelers, families with children, newlyweds, seniors c.Convention and visitors bureau, better business bureau, chamber of commerce.

Section 6.1 Quiz 5. A front desk computer system that combined functions such as reservations, check-in, check- out, room assignment, and room rate and status management is called a: 1.Property management system 2.Point of sale system 3.Local area network