Front Office Operations and Guest Handling
This domain tests front office organisation and guest handling from reservation to departure. You should know the guest cycle, room status, registration and the correct response to a walk-in or complaint.
Core operations
The guest cycle is pre-arrival (reservation), arrival (registration and check-in), occupancy (stay, concierge, cashiering), departure (check-out and settlement) and post-departure (records and feedback). Front office coordinates with housekeeping on room status: vacant ready, occupied, dirty, out of order and blocked.
Guest handling
Greet, confirm the reservation, verify identity, register, assign the room, explain the rate and payment, and issue the key. For a walk-in, check availability before promising a room. Handle complaints by listening, apologising, acting within authority and following up.
Worked example
A walk-in arrives at 21:00 without a booking. Reasoning steps: check PMS availability, quote the current rate, ask for ID and payment guarantee, complete registration, assign a vacant ready room and inform housekeeping. Do not hand over a key before registration and payment authorisation; do not promise a room type that is out of order.
Traps that cost marks
Room status errors; giving keys without ID; missing special requests; arguing with a guest; and not logging complaints. Front office must not block a room without informing housekeeping.
Key points
- The guest cycle runs from pre-arrival to post-departure.
- Room status codes must match housekeeping records.
- Register and authorise payment before issuing a key.
- Walk-ins require an availability check first.
- Complaint handling ends with follow-up and a record.