Front Office Abbreviation

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GUEST TYPES;

1. Confidential
2. Government official
3. VIP
4. With Reservation
5. Walk Ins
6. Owner/Board of Director
7. Returning Guest
8. Employees
9. Celebrity

MARKET SEGMENT ABBREVIATION CODE:

1. HU = House Use
2. Comp = Complimentary
3. Corp = Corporation
4. IT = Individual Travelers
5. FIT = Rack rate
6. LSG = Long Staying Guest
7. ALCO = All charges to Company
8. MTCO = Meal only To Company
9. RMCO = Room and Meals to Company
10. ROCO = Room Only to Company
11. ROTA = Room Only to Travel Agency
12. ABTA = All Bills to Travel Agency
13. RMTA = Room and Meal to Travel Agency
14. LOA = Letter of Authorization
15. LOAF = Letter of Authorization to Follow
16. PUCO = Payment Upon Check Out

ROOM RACK ABBREVIATION CODE;

1. OOO = Out Of Order
2. OCC = Occupied
3. RSVD = Reserved
4. VC = Vacant
5. VD = Vacant Dirty
6. VR = Vacant Ready
7. SO = Slept Out
8. HU = House Use
9. DND = Do Not Disturbed
10. LB = Light Baggage
11. HB = Heavy Baggage
12. NB = No Baggage

COMPONENTS TO ACKNOWLEDGE GUEST GREIVANCES

ATTENTION
• Pay Attention and take note details/ listen and acknowledge of what guest is describing. • An eye to eye contact is a great concept how guest feels of being appreciated. • Never argue with the guest

• Don’t interrupt
• Emotionally involved/empathize – understand the guest of being so upset. INFORMATION
• Take note of the factors: HOW it happens. WHY it happens, WHAT is the cause, WHEN it happens, WHERE the complaint came from and WHO committed. • Know exactly what the guest wants
• This enables to enlighten the circumstances.
DELIVERATION
• Point Out What Can you do, not what you can’t do
• Never say NO to the guest, This is a rescue outlook
• Suggest alternatives if preferred solution is not feasible •...
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