Front Office Operations
Domain 5 tests the guest cycle, room status, registration, check-in and check-out, and front-office communication. You must read room status accurately and handle arrivals without breaking hotel policy.
Core rules and concepts
- The guest cycle has pre-arrival, arrival, occupancy, departure and post-departure stages.
- Front-office sections include reservations, reception, registration, concierge, cashier, bell desk and telephone.
- Room status codes include VC (vacant clean), VD (vacant dirty), OC (occupied clean), OD (occupied dirty), OOO (out of order) and DND (do not disturb).
- Check-in requires identity verification, registration, room assignment, key issue and payment or pre-authorisation. Check-out requires bill settlement, key return, luggage assistance and updating room status.
- Upselling means offering a higher category room or extra service ethically, only after understanding the guest's need.
Worked example
A guest with a confirmed reservation arrives at 09:00; standard check-in is 12:00. Room 402 is VD but is being cleaned; room 306 is VC but is a lower category. Reasoning: never send a guest to a dirty room. Store luggage, offer breakfast or the lounge, and ask housekeeping to prioritise 402. If the guest urgently needs rest, offer 306 as a paid upgrade or courtesy only if policy allows. Record the change in the property management system and inform housekeeping. This protects both guest comfort and room revenue.
Traps that cost marks
- Assigning a VD room before housekeeping clears it.
- Revealing room numbers or guest details to strangers.
- Forgetting to update room status after check-out.
- Promising an early check-in without checking inventory.
- Confusing OOO with a simply dirty room; OOO cannot be sold.