Chapter 6, Section 1

Front Desk: Excellent Team Work• Give positive feedback to the reservations

department.• Introduce guests to bell attendants.• Report needed repair to engineering.• Update the concierge with information about

guest service.• Provide accurate information to guests about

property amenities.• Transfer inquiries about booking function

rooms to the sales department.

Front Desk Representative Know How to Use:

• Wireless Internet service

• Radios• Free television

channels• Pay movie channels

• Heating, ventilation, and air conditioning system

• In-room mini-bars• In-room hot tubs• In-room safes

Front Desk Representatives Have Access to:

• Telephone Equipment

• Point-of-Sale Equipment

• Computer Equipment

Section 6.1 Quiz

1. True/False: For many guests, a front desk representative is their first contact with the property.

2. True/False: “POS” stands for “pledge of service.”

Section 6.1 Quiz

3. Why is it important for front desk representatives to know about guestroom equipment and amenities?

a. If the front desk representative doesn’t tell guest about those conveniences, they may never find out about them.

b. Front desk representatives are responsible for repairing guestroom equipment and restocking amenities.

c. Front desk representatives can earn commissions and bonuses for selling amenities to guests.

Section 6.1 Quiz

4. Examples of target markets at which a property could aim the sales efforts might include:a. restaurants, them parks, local attractionsb. Business travelers, families with children,

newlyweds, seniorsc. Convention and visitors bureau, better

business bureau, chamber of commerce.

Section 6.1 Quiz

5. A front desk computer system that combined functions such as reservations, check-in, check-out, room assignment, and room rate and status management is called a:1. Property management system2. Point of sale system3. Local area network