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This is a slightly different scenario, because the accommodation and services move off site: nevertheless, reservations, registrations and payments (and boat cleaning and maintenance between trips) are still administered from a front office. You might also think of time-share apartment complexes, student halls of residence, health spas and hospitals as establishments providing accommodation and catering for a fluctuating group of temporary residents and, therefore, having to pay attention to space planning, bookings, billing, information and service provision, housekeeping and maintenance, and so on.

Jo speaking. Customer (C): Good morning, I'd like to book a room for next Wednesday the 18th, if possible. RC: Certainly, madam. For how many nights did you want the room? C: Three nights. RC: Three nights… And what type of room were you interested in? C: A double room, please. RC: I can offer you a standard double for £79 per night, or a deluxe queen-bedded room at the special rate of £99 per night, plus VAT. The deluxe is more spacious, with a queen bed, and has a fine view over either the gardens or the city.

6 List the four stages of the guest cycle, in chronological order. 7 The ........................................ department is responsible for processing staff payroll, while the ........................................ department is responsible for PR and publicity for the hotel. 8 What do the acronyms PMS and EFTPOS stand for? 9 How many rooms would a medium-sized hotel have? 10 What are FITs and GITs? SELF-TEST ANSWERS 1 Switchboard, reservations, reception, concierge, billing, cashiering, guest relations, uniformed staff.

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CTH Front Office Operations by BPP Learning Media


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