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Additional resources for CTH Front Office Operations
Example text
S)he will also have to pay attention to personal grooming and hygiene, because of the amount of personal contact with guests, and the importance of first impressions. A cashier or night auditor will need a number of specialised skills and attributes: good numerical abilities; confidence in handling large sums of money; methodical and careful working; tolerance for working at night (in the case of night audit); and, above all, honesty and integrity. 3 No answer is given for this activity, because you were asked to choose whichever role you were most interested in.
On a Sunday evening, for example, a discounted rate may have to be offered to fill a room. However, if the room can be let from the Friday night to the Sunday night at full rate, this same room will generate more revenue. The hotel may, therefore, turn down a reservation, stating that no rooms are available, because it anticipates being able to let the room at a higher rate, or on more beneficial terms, at a later date. 3 Can you fulfil the booking request? The next step is to check whether the hotel has a suitable room free on the dates requested by the prospective guest.
The bill will be paid on account by a company which owes the hotel large sums of money, routinely pays late, or is otherwise not credit-worthy (eg at risk of insolvency, so that the hotel would not be able to recover money owing to it). The individual or company has been reported to the hotel – on any of the above grounds – by other hotels who have found them undesirable in the past. Hotels often exchange this kind of information. The list of 'undesirables' may be kept in any format that is easy for front office staff to consult – without being visible or accessible to the general public!