Front Office Operations Flashcards

What is a 'comp' room in hotel operations?

Answer: A room provided free of charge

A complimentary (comp) room is provided at no charge to guests, often for VIPs, loyalty members, or as a service recovery gesture.

What is 'upselling' in the context of hotel front desk operations?

Answer: Encouraging guests to purchase a higher room category or add-ons

Upselling involves offering guests premium room types, packages, or amenities beyond their original booking to increase revenue.

What is the purpose of a hotel's night audit?

Answer: Reconciling daily financial transactions and closing the business day

The night audit reviews all daily transactions, balances accounts, and generates reports to close the financial day.

What does 'double occupancy' mean in hotel terms?

Answer: A room occupied by two guests

Double occupancy refers to a room being used by two guests, and hotels often charge a per-person rate for the second guest.

What is a 'block' in hotel reservations?

Answer: A set of rooms held for a specific group or event

A block is a group of rooms reserved under a single name (such as a wedding or conference) at a negotiated rate.

What is the 'rack rate' in hotel pricing?

Answer: The highest published room rate before any discounts

The rack rate is the standard full price for a room without any discounts or promotions applied.