F.

O 1 MIDTERM REQUIREMENT
First Semester 2019-2020

In Partial Fulfillment of the

Course Requirements in
Front Office Management
First Semester, School Year 2019-2020

By:

SOBREMONTE, SONNY

BAMBICO, EDISON PAUL

Instructor

November 4, 2019
 FRONT OFFICE MANAGEMENT
F.O 1 MIDTERM REQUIREMENT
First Semester 2019-2020

 What is the difference between guaranteed reservation and confirmed reservation?

o A guaranteed reservation means you've paid for your reservation in

advance, and the hotel must hold the room for you and assures that the
hotel will hold a room for the guest until a specific time following the
guest’s scheduled arrival date while a confirmed reservation means that
you have not yet paid, but the hotel agrees to hold a room for you based on
some condition. For example, in a typical confirmed reservation, the hotel
may agree to "hold the room for you until 8 p.m." on a specific day. If you
show up before 8 p.m., then the hotel must give you a room, but if you fail
to meet a condition, then the hotel does not have to offer you a room.

 Can a hotel charge a guest whatever they want?

o The hotel rates depend on lot on seasonal variance and can fluctuate wildly,
costing double or triple the normal rate during some times of the year.
However, hotels cannot just charge you whatever they want. Many states
mandate that hotels post a maximum charge in a conspicuous place (often on
the back of the door).

Items such as a visitor fee or bed tax may be mandated by state or local law.
Other fees, such as utility or service charges may not be legitimate, however. A
hotel is not allowed to charge you more than the rate it quoted to you when
you made the reservation unless you approve the charge in advance.

When I conducted some hotel in Urbiztondo San Juan, La union, hotel staff
stated that, they cannot just a charge a guest because they were strictly apply
the good conduct of accommodating personnel and also they following rules of
set standards.

 Is there a right to privacy in the hotel? Give example

o Yes, they have a right to expect privacy in their respective hotel room as long as
they are using the hotel room in a normal, responsible way. However, if they are
engaging in anything illegal or disturbing other guests, hotel management can
enter your room without your permission.
 FRONT OFFICE MANAGEMENT
F.O 1 MIDTERM REQUIREMENT
First Semester 2019-2020

Note that hotel management, not the police, can enter the room
without your permission and hotel management cannot give the police
permission to search your room. The police must go through the usual process,
which usually means getting a warrant before they are allowed to search your
room.

A final exception to your right to privacy is for cleaning and

maintenance. Hotel management does have the right to enter your room to
clean or perform necessary maintenance.

As I conducted survey in some hotels, they were instances that privacy

may violated because of the contrary of the law particularly to the personnel’s
profile. For example, if the person committed crimes or a drug syndicate they
can enter the hotel without any restriction.

 What happened if a guest did not check out on the date and time specified what the
company policy is?
o Unlike apartment or house rentals, hotels can evict you if you stay past the
agreed time. Of course, most hotels will understand short delays and
accommodate you, but the hotel is entitled to evict you, change the locks (easy
with electronic key cards) and move your items out.

 Who is entitled to discounts? give example

o Many groups are entitled to hotel discounts, here are some of the most
common groups:

 Senior citizens
 Corporate customers
 Government customers
 Families with children
 Person With Disabilities (PWD’s)

In the hotel, there were restaurants/food sections which they can buy, as a
senior citizen, he/she can be granted discounts by providing his/her identity
card. This discount may 20% of the accumulated food.

 A guest property was stolen, is the hotel responsible?

o When I conducted survey, some hotels were liable for the property during the
guest stay. Some hotels accept a guest property but limit the liability a hotel can
face if the guest property gets stolen or destroyed while at the hotel. In general,
 FRONT OFFICE MANAGEMENT
F.O 1 MIDTERM REQUIREMENT
First Semester 2019-2020

hotels are required to provide you with a safe for your valuable belongings. Be
aware, however, that there are monetary limits on hotel liability, so even if the
hotel is responsible for the loss of your expensive suit, it may not be liable for
the full amount of the suit.

The major exception to this rule, however, is if the hotel did not exercise
reasonable care in protecting the guest property. For instance, if the hotel
leaves the safe unlocked, or does not meet local fire codes, then the hotel may
be liable for the full value of your property if someone breaks into the safe or if
the hotel burns down.

 A hotel car window was broken, is the hotel responsible?

o Similar to how guest personal property is handled, it depends on whether the

hotel exercised reasonable care in protecting the car. If the hotel was negligent,
then it may be liable for damages to the guest car.

If any property was taken from inside the guest car, it is far less certain, but
again will largely depend on whether the hotel could have foreseen and
prevented such a theft. It may not have been foreseeable that a random passer-
by would break-in to the guest car and steal the stereo, but it may have been
foreseeable that the hotel's valet might steal the cell phone in the guest car.

 What about a crime was committed near the hotel, is the hotel responsible?

o Generally, a hotel will not be responsible for crimes committed on or near the
hotel's premises. The exception to this is if the hotel should have anticipated the
crime and failed to prevent it. A common example of this would be if the hotel
were located in a high crime area, but didn't put any safeguards in place (such
as locked windows and bright lighting). Hotels must also warn of any known
criminal problems around the hotel.