Hospitality Operations: Front Office and Housekeeping
What the domain tests
This domain tests the guest cycle at the front office and the room-status and cleaning discipline of housekeeping, including how the two departments communicate.
Core rules and concepts
- The guest cycle: pre-arrival (reservation), arrival (registration, room assignment, key issue), occupancy (concierge, billing), departure (check-out, settlement, luggage) and post-departure (records, follow-up).
- Front office functions include reservations, reception, cashiering, concierge, bell desk, telephone and guest relations. A PMS records bookings, room status and bills.
- Housekeeping room status codes: VC vacant clean, VD vacant dirty, OC occupied clean, OD occupied dirty, OOO out of order, DND do not disturb. Keys and master keys must be controlled and logged.
- Cleaning sequence is usually top-to-bottom, dry-to-wet, and away from the door; linen is changed, amenities replenished, and lost property logged.
Worked example
A guest checks out at 10 a.m. The front office changes the room from OD to VD and informs housekeeping. Housekeeping cleans, the supervisor inspects, and the status becomes VC. Only then should reception sell the room to a walk-in guest. Reasoning: selling a VD room risks an unclean room and a complaint; the status change is a control point, not a formality. If the guest had a DND sign, housekeeping must not enter and must record the time.
Traps that cost marks
Do not confuse VC with VD: one is sellable, one is not yet clean. Do not use OOO for a room that is merely dirty; OOO means unavailable for maintenance. Do not promise a room before housekeeping inspection. Do not skip minibar or safe checks during departure. Do not lend master keys without a log.