emerit Front Desk Agent flashcards
emerit Front Desk Agent · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Registration
- The formal process of recording a guest's identity, contact details, stay dates, rate, and payment method in the property system before a room key is issued.
- Room assignment
- Selecting a specific room for a reservation by matching confirmed room type, bedding, and preferences to current inventory and housekeeping status.
- Key control
- The practice of issuing keys or access credentials only to registered guests and tracking them so unauthorized persons cannot enter guest areas.
- Folio
- The guest account record listing room charges, taxes, incidentals, and payments; it is reviewed and settled at check-out before a receipt is given.
- Incidental hold
- A temporary authorization placed on the guest's payment card above the room total to cover possible extra charges; it is released after final settlement.
- Walk-in guest
- A traveler without a prior reservation who requests a room on arrival; availability, rate, and payment authorization are verified before registration.
- No-show
- A reservation where the guest neither arrives nor cancels by the agreed deadline, so the property may apply the stated no-show charge under the booking terms.
- Overbooking
- Accepting more reservations than rooms available; when it occurs, the agent notifies a supervisor and follows the property's relocation and compensation procedure.
- Room status
- The housekeeping designation of a room, such as vacant clean, vacant dirty, or occupied; keys are issued only for rooms cleared for arrival.
- Guest privacy
- The rule that room numbers, stay dates, and personal details are not disclosed to callers or visitors; messages are forwarded rather than confirmed.
- Message handling
- Recording a caller's name, time, subject, and return contact, then delivering the message to the guest through the approved channel and logging the action.
- Wake-up call
- A scheduled call requested by a guest; the time, room, and request are logged and confirmed back to the guest to prevent errors.
- Concierge referral
- Directing guests to restaurants, transport, or attractions using approved vendors and accurate details rather than personal guesses or unverified claims.
- Complaint resolution
- Listening fully, acknowledging the issue, documenting details, taking an action within your authority, and escalating to a supervisor when compensation or policy exceptions are needed.
- Cash drawer reconciliation
- Counting the drawer at shift start and end and comparing cash and card slips to recorded transactions; differences are reported, not silently corrected.
- Payment authorization
- Obtaining approval from the card issuer or an accepted deposit before releasing the room; declined or missing authorization blocks key issuance.
- Express check-out
- A departure option where the folio is delivered under the door and the guest departs without stopping at the desk; the account must be settled and keys returned.
- Late check-out
- A departure after standard time granted only when housekeeping and inventory allow; any fee and the revised time are stated to the guest in advance.
- Early check-in
- Arrival before standard time accommodated only when a clean room is available; otherwise bags are stored and the guest is notified when the room is ready.
- Rooming list
- A group's advance list of names, arrival and departure dates, room types, and billing instructions, used to pre-block rooms and speed group check-in.
- Master account
- A group or company account that receives specified charges; the agent confirms in advance which charges route to the master and which stay with the guest.
- VIP arrival
- A flagged stay requiring confirmed preferences, room readiness, and notification of the relevant manager before the guest reaches the desk.
- Accessible room
- A room with features meeting accessibility needs; it is held for guests who require those features and not reassigned casually for general inventory.
- Housekeeping coordination
- Reporting departures and requests to housekeeping and confirming a room is cleaned and inspected before it is assigned to an arriving guest.
- Maintenance report
- A logged request describing the defect, room number, time, and guest impact, forwarded to engineering with follow-up until the room is cleared.
- Emergency procedure
- The property plan for fire, medical, or security events, covering alarm response, evacuation routes, guest assistance, and notification of the duty manager.
- Lost and found
- The process of logging found items with date, location, and finder, storing them securely, and releasing them only after ownership is verified.
- Safe deposit
- Secure storage for guest valuables; access is logged, and the guest receives a record of the transaction and any conditions of use.
- Upselling
- Offering a higher room category or added service by stating the exact price difference and benefits, leaving the guest free to decline.
- Rate verification
- Confirming the booked rate code, inclusions, and cancellation terms with the guest at check-in so billing disputes are prevented before charges post.
- Shift handover
- A written and verbal briefing of open issues, pending arrivals, VIP notes, and cash status passed to the next shift so no task is lost.
- Incident report
- A factual written record of an accident, dispute, or security event, including time, people involved, and actions taken, submitted to management promptly.