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TLE - srs
Hotel Services
| Question | Answer |
|---|---|
| refer to all the facilities, assistance, and amenities provided by a hotel to ensure guests have a comfortable, convenient, and enjoyable stay. | Hotel services |
| Hotel Services equips learners with competencies that can lead to careers in hotels, resorts, restaurants, cruise ships, and other tourism-related establishments. | Prepares Students for Employment |
| Teaches students how to communicate effectively, work with others, and provide quality service to guests—important qualities in any profession | Enhances Communication and Customer Service |
| Learn essential skills such as front office operations, housekeeping, food and beverage service, and customer relations, which are useful in real-life situations. | Develops Practical Skills |
| Develop values such as responsibility, discipline, courtesy, and respect, which are essential in the workplace. | Promotes Professionalism and Work Ethics |
| Knowledge gained in Hotel Services can help pursue Senior High School tracks, Hospitality Management courses, or TESDA certifications | Provides Foundation for Higher Education and TESDA Courses |
| is a system where people are arranged in levels of authority, from the highest leaders down to the lowest employees. Each level has specific responsibilities, and those at the top have more power and decision-making authority than those below. | HIERARCHIAL STRUCTURE OF AN ORGANIZATION |
| It looks like a pyramid — the higher you go, the more authority a person has. | HIERARCHIAL STRUCTURE OF AN ORGANIZATION |
| The Peak Layer of the Pyramid Responsible for major decisions and overall direction The board of directors of the hotel CEO, President, Owner | Top Management |
| Implement policies and supervise lower-level staff Managers, Department Heads | Middle Management |
| Directly manage employees and daily operations Examples: Team Leaders, Supervisors | Supervisors (Lower management) |
| Workers who perform the actual tasks and services | Operations Personnel (Employees / Staff) |
| is the main point of contact between the hotel and its guests. It is responsible for welcoming guests, managing reservations, and providing assistance throughout their stay. | FRONT OFFICE DEPARTMENT |
| The ___________ must ensure the guests will have a good lasting impression during their stay. | FRONT OFFICE DEPARTMENT |
| This department is the heart, soul, and face of the company. | FRONT OFFICE DEPARTMENT |
| registers arriving guests and processes departures | Guest Check-in and Check-out |
| verifies and manages bookings | Reservation Confirmation |
| provides room keys and assigns rooms | Room Assignment |
| answers questions and handles requests | Guest Assistance |
| addresses and resolves guest concerns | Handling Complaints |
| prepares and processes guest accounts | Billing and Payments |
| The person in charge of the entire front office department. | Front Office Manager |
| Assists the manager and oversees daily front desk activities. | Front Office Supervisor |
| Provides information and assistance to guests. | Information Assistant |
| Handles room bookings and reservations. | Reservation Agent |
| Responsible for handling guest payments and financial transactions. | Front Office Cashier |
| Are an essential part of the front office operation. From arrival to departure of guests, they provide support and assistance. | UNIFORMED SERVICES |
| headed by the lobby manager. He/She coordinates all the guest services, safeguards house policies with the guests and sometimes evicts undesirable guests from the premises. | Lobby Desk |
| Must be adept in giving information and assistance to guests such as a transportation service. | Concierge |
| coordinates the movement of the luggage. They also carry out errands for the guests and management within the hotel’s confines. | Bell Desk |
| this transport section may be owned by the hotel leased or contracted out to other transport companies. The drivers are licensed and knowledgeable about the hotel and its properties. | Transport section |
| they are the first and last hotel staff who are in contact with the hotel upon their arrival and departure from the hotel. | Doorman |
| is a service provided by hotels as a value added facility. The attendants take over the guests private cars and park them at a reserved parking area. | Valet parking attendant |
| is a form on which financial data are accumulated and summarized. It is a record of charges and payments. | Account |
| adding a charge or payment to the account. | Posting |
| a charge that isa posted to a customer. | Debit |
| the amount is subtracted. | Credit |
| the additions and subtraction in an account are calculated | Account balance |
| is a statement of all transactions that have taken place in a single account. | Folio |
| The ability to assist guests politely, professionally, and efficiently. | Customer Service Skills |
| The ability to express ideas clearly and understand others, both spoken and written. | Communication Skills |
| The ability to manage time, tasks, and information efficiently. | Organizational Skills |
| The ability to quickly find solutions to issues or complaints. | Problem-Solving Skills |
| The ability to use computer systems and software used in hotel operations. | Computer Skills |
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