Front Office Abbreviation

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