The front office staff also must promise to take action. Study for free with our range of university lectures! A skilled front desk representative shows personal respect for every client and genuine concern for his or her needs. Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. Clients must be made to feel as if they are part of a family. In addition to working directly with clients of the hotel, front desk representatives have an important role in assigning rooms and maintaining maximum occupancy. The daily posting of scheduled events on a felt board or an electronic bullet in board provides all guests and employees with information on group events. Any opinions, findings, conclusions or recommendations expressed in this material are those of the authors and do not necessarily reflect the views of UKEssays.com. Front office communication with other departments can make or break the guests’ stay at the hotel. The manager must continually monitor arrivals, departures, and cancellations and be responsible for setting policies regarding no-shows, early arrivals, and overbookings. The front office is the nerve center of the hotel and, as such, is an excellent place in which to gain a detailed understanding of how a modern lodging establishment operates. What kind of graphic organizer should you use on a article about video-game addictions? First impressions count more than anything that follows. I, YONG SUET YAN hereby confirm that this assignment as my own and not copied or plagiarized from any sources. At some properties, front desk representatives handle cashier functions as well as guest registration. The people of the front office may be the client’s first and last contact with the hotel. First impressions are only part of creating a positive relationship between hotel and client. Typically, a night auditor’s shift runs from 11 p.m to 7 a.m. In addition, the cashier is responsible to perform routine front office duties such as sorting mail, handling guest communications and coordinating room status reports. The sleeping rooms are comfortable, well equipped and clean. Above all, they must never drop the issue and hope that the client forgets about it. The staff members handle reservations, greet guests on arrival, register new guests, dispense keys, handle incoming and outgoing mail, take messages for guests, provide information, listen to complaints, and handle check-out procedures when guests depart. This is because it always shows the personality of the receptionist to the guests besides than to provide the best impression to the guests and to gain recognition by guests according to uniform for quick problem solving by guests. 1st Jan 1970 How many eligible voters are registered to vote in the United States? In the client’s mind, the character and competence of the entire hotel are reflected in the personality of the front office staff. Smiles are an important facial expression. The receptionist should never keep arms folded defensively because her posture conveys the impression that she is not very anxious to help or assist the guests. They show interest, excitement, empathy, concern; they create an upbeat, positive environment. This is not an example of the work produced by our Essay Writing Service. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.co.uk. Communications and accounting are two of the most important functions of a front desk operation. Front desk receptionists are supervised by the front office manager or assistant front office manager. The assistant front office manager is responsible for coordinating front desk operations. Communication and accounting are two of the most important functions of a front desk operation. The front staff must never dismiss the complaint or take it lightly but to validate the client’s feelings by responding with a statement that reinforces rather than intimidates. Front office can be defined as the sales, marketing and service departments which are a direct interaction with the customer and cooperating with the back-office departments to maintain a two-way flow of information. Front office workers are special people with very special qualities. When a guest is ready to depart, the front desk representative summons a bell attendant to transport guest luggage to the lobby and prepares, verifies and arranges the guest check. Effective communications —with guests, employees, and other departments of the hotel—are paramount in projecting a hospitable image. Considered the nerve center of the hotel. A nerve center is a place where decisions are made. 1. The Front office Function can be … Cashiers may also be required to assist other members of the front desk staff in the performance of their duties. The front office staff must always remember that they are probably not the person responsible for creating the problem. Why don't libraries smell like bookstores? The FRONT OFFICE is the nerve center of a hotel. What does contingent mean in real estate? They may also be required to handle telephone calls and reservation requests, or to direct calls to the reservations department or switchboard. Other duties of an assistant manager include reviewing reservations for the current day and preparing daily room occupancy forecasts. A courteous staff member is a good listener as well as an efficient communicator. In addition, receptionist should always show respect, appreciating every time when they are dealing with the guests even when there are busy in doing other tasks, they should leave it and always serve to the guests’ needs and wants. It is the back bone as well as the" Nerve Center" of a hotel from where all the information and messages are communicate to the different department or personal. Besides that, the front office staff needs to listen carefully to the client’s description of the problem, and then paraphrase it to indicate that they understand. The front office is the nerve centre of Hotel property. Total payments received from guests during day are subtracted from the total charges to determine the daily balance. Firstly, the front office staff must always be prepared and answer promptly by the third ring if possible. Rooms Division Front Office Housekeeping Reservations Telephone Uniformed services/concierge 14. Besides, the manager must maintain an open communication channel with all the other departments of the hotel. Our academic experts are ready and waiting to assist with any writing project you may have. A client’s first impression of an establishment and is made upon entering the company’s premises. He or she may train new front desk personnel, monitor guest accounts and payments and authorize checks and special procedures. Front office-is the nerve center of a hotel and the very critical unit because all the transactions is being process in this department.T he front office welcomes guests to the accommodation section: meeting and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys and other security arrangements, passing on messages to customers and … The operation of the hotel Front office is to instantly get in contact with patrons. Front Office is the nerve center of the hotel & is responsible for making a first impression. The front office staff spends a great deal of its time on the telephone, communicating with people both inside and outside the hotel. For example, as a receptionist, speaking a phase in a correctly and punctually according to the situation tone is a must. Reservationists are the employees responsible for accepting or rejecting the reservations made by the guests from different modes such as telephone, e-mail, fax, letters, etc Facing somebody usually indicates interesting and leaning forward shows even greater interest unless it involves an invasion of personal space. Dressing and grooming playing an important role in being a professional staff. Other duties include providing information about facilities and policies and handling special guest requests, such as photocopies, gift purchases and so forth. The front desk staff must convey the impression that it is not there just to sell rooms, but rather to make guest’s stay at the hotel as enjoyable as possible. The front office manager must prepare regular written reports on the activities and progress of the front office for review by the executive director or assistant director. Other times, they have to communicate with people in different departments within the hotel—including parking, housekeeping, and management—to ensure that guests are satisfied with their stay. This is because asking question indicates their interest in guests and concern for their welfare. It is important to address clients as they wish to be addressed. A front desk cashier is responsible for checking out departing clients, posting charges, verifying the guest check and handling payments. It is named that as it is the one focus for guest information about all parts of the hotel, the area, the city, the attractions, guest services, etc. departure and is their information kiosk for any questions, No matter how well employees of the hotel perform their jobs, the front office staff will inevitably have to deal with clients who have complaints. A position in the front office is an ideal launching pad for future advancement in the hotel industry. They need to be coordinated with the chief cashier, income auditor, credit department and all the outlets of the hotel, as throughout the whole working day the charge vouchers are coming to the front cash to be charged to guest account and city ledger account. Moreover, the manager may also be responsible for hiring and training new employees, and for periodically reviewing the performance of each staff member. Hotel Front office is a place of work which is the replicate of a hotel. The material on this site can not be reproduced, distributed, transmitted, cached or otherwise used, except with prior written permission of Multiply. All work is written to order. The front desk representatives convey the personality of the hotel to guests more than any other staff members in the hotel. In conclusion, the front office staff must have a certain standard of ethics when carrying out their duties, for displaying an indifferent and bored attitude will reflect badly on the company employing them. As the front office is responsible to sell the hotel accommodations, it is a major driving force for generating revenue. Why, because all the transactions is process here. This is where guests go upon arrival as well as Communication with guest with a warmth and welcome smiling and provide efficiency service to the guest are very useful in order to achieve the satisfaction of a guest towards to lodging establishment. B. 2. First, he or she must perform the duties of a front desk representative at night. Increases in demand lead to higher prices and thus increased revenue for hotels.It is with the background of the dynamics involved at the front office in its management efforts that appropriate financial measurement tools must be used. Although cashiers work at the front desk, they are normally considered to be members of the accounting department and therefore, work under the supervision of the accounting manager. This covers interpersonal of a receptionist example like their dressing and grooming. This essay describes why the front office of a hotel is its nerve center and it begins by explaining the duties and importance of the front office staff that makes the department so crucial, followed by the skills needed by the team to make the department a success. The following are the guidelines to develop an efficient and courteous telephone manner. The front office of a hotel is the "Nerve Center" where all the messages and information are communicated to different persons and agencies. For example, the front office staffs must serve the guests with a smile their bright smiles to show friendliness warmth and respect. When the front desk activity slackens, the night auditor begins to audit, or trace the posting of, the previous day’s transactions to verify their accuracy. The front manager has a wide range of responsibilities. When a client first arrives, the front desk representative should seek to establish a “comfort zone” in which the client feels at ease. But at other properties, the front office staff may be more highly specialized. Besides, the manager must also maintain close communication with the housekeeping department about room status and check regularly with the accounting department for information about special billing requirements or problems. The following personnel may be employed in the front office are front office manager, assistant front office manager, front desk representatives, night auditor, cashiers, reservationists and telephone operator. Secondly, the front office staff needs to use proper identification when answering the phone. Room occupancy percentage. No matter how favorably someone responds to strangers, communication and understanding must also take place. The front office is the nerve center of a hotel property. The guest reservation is received here and as soon as the guest approaches towards the hotel, he is met by the doorman and then directed to the reception desk. The front office staff is the public’s main contact with the hotel. The front office must take the lead in establishing good communications among departments. Guest service agents take reservations, register guests, allocate rooms, answer guest inquiries, provide information on restaurants and attractions, and check out guests. The way that a front desk representative addresses guests creates the impression of respect and concern that the hotel has for its clients. They should try not to make too many gestures as some of the gesture will cause negative or bad impression towards the front office staff and to the hotel itself. Besides, the cashier may be responsible for calculating the charges and presenting the guest check. b) Discuss the arguments against and in favour of hand-written reservation forms in hotels with computerized advance booking systems. Why front office is the nerve center of the hotel. A part from that, the front office staff must be in full possession of all the facts. Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. The front office is the nerve center of the hotel and, as such, is an excellent place in which to gain a detailed understanding of how a modern lodging establishment operates. For arriving guests, their behavior sets the tone for the entire stay. Front Office – Nerve Centre of The Hotel. All Rights Reserved. Night auditor B. Banquets C. Housekeeping D. Front office. The hotel’s different departments and their functions all play a crucial role in ensuring the successful run of the business, while providing a positive experience to its guests. Besides that, front office staffs need to know that clients are individuals and can be angry, irritable, rude or upset and their problem may not be with the worker at all but with the situation in which they find themselves. It has a complementary role of image building, as it is the first and last point of contact for every guest. They need to check into the circumstances, notify the appropriate department, and promptly report back to their client. Every day is different with the arrival of new personalities from different walks of life. Listening to the answers indicates personal respect and attention to the guest’s needs. Moreover, it saves time if the front office staff takes action to the purpose of the call. They need to ask guest to describe the problem with as much detail as is necessary. As a professional receptionist, formal and neatly attire, clean nails and neat hairstyle must be maintain. I have referenced the sources from which information is obtained by me for this assignment. Besides that, the front office must be active listener and limit their talking. A position in the front office is an ideal launching pad for future advancement in the hotel industry. No plagiarism, guaranteed! Each person has their own area of ‘personal space’ or privacy and any invasion of them by a stranger makes people feel uncomfortable. Front Office organization chart adapted from a small sized hotel: Front Office organization chart adapted from a medium sized hotel : Front Office organization chart adapted from a large sized hotel : Interdepartmental cooperation must be stressed during the introduction to the front office. A simple question like “How was your flight?” or a comment like “What a beautiful dress!” can establish instant rapport. Gesture is closely linked with posture and it covers the way people send signals by moving parts of their bodies, mainly hands, arms and shoulders. A front office manager must maintain a high level of efficiency among the front office staff, make effective decisions regarding reservation policies and room assignments, and handle guest problems and complaints with courtesy and tact. They should be able to mentally shut out all distractions and focus on what the caller is saying. The role played in the Front Office is promoting good guest relation is self-evident and cannot be overemphasized. The front office department in a hotel holds prime importance in view of the basic nature of business of establishment i.e. Therefore, the front staffs should always welcome their guests by opening their palms or a handshake as a sign of friendship and honesty. According to Bardi (2011) (Bardi, J. By resolving a problem, the staff can earn the client’s short-term respect and long-term business. A night auditor has a dual role. Front office executives are responsible for handling front office reception and administration duties including greeting guests, managing and training the staff and ensure of providing a professional and friendly service to guests. The front office manager assigns duties to staff members, prepares weekly work schedules and shift assignments, and holds regularly scheduled staff meetings to ensure that staff members understand and adhere to hotel policies and operating procedures. Furthermore, it is the duty of a typical front office manager to define reservation policies and set quotas, with the goal of maintaining maximum room occupancy. Sometimes they have to work with other employees at the front desk to handle a difficult problem. This is an ideal time to establish the importance of harmony among the housekeeping, maintenance, marketing and sales, food and beverage and front office departments. View 105918569-Front-Office-Department.ppt from HUE 2006 at Hue University. The night auditor calculates the total charges owed to the hotel and incurred by guests during the previous business day. Information Technology As a receptionist, it is a must for them to get the satisfaction from the guest. Clients communicate their complaints not only to the front desk staff but also coworkers, business associates, and other guests. For departing clients, their final words create lasting impressions. Clients must be made to believe in the staff’s reliability and willingness to serve. The responsibility for the front office staff is to welcome the guest, carry their luggage, help them register, give them their room keys and mail, answer question about the … The front office in a hotel holds prime important in a view of the basic nature of a business of a hotel i.e. Front office operations together with the appearance of the office, are a direct reflection of the establishment’s practices, therefore staff should be well able to display certain ethics in their duties. The front office is responsible for greeting guests, managing rooms, and handling complaints. Besides that, the front office staff is often confronted with irritated or angry customers. When did organ music become associated with baseball? Customers should be welcomed in the premises as soon as possible and it is especially irritating to have to wait and listen to front office staff chatting about their personal business between them or on the telephone, while the client is left waiting. Write about Front Office staff skill in guest relations. Posture covers how receptionists stand or sit in relation to guests. For example, a client named William Jones might be addressed by his friends as Will, Willie, Bill, or Billy, but the hotel staff should always address him as Mr. Jones. What travels faster in air sound or light and how do you know this? The Front Office is truly the nerve center of a hotel. Why front office is the nerve center of the hotel? Every guest has the ability to read whether the front office staff is friendly or not by looking at her expression. Next, the front office staff must be able to speak directly into the telephone. 1. They should not leave callers hanging onto a line but advise them every 20 seconds and if the wait is too long, ask if they can connect the caller to someone else. Many executive directors, sales executives, banquet managers, and other hotel executives began their careers in the front office. Members of the front office staff welcome the guest, carry their luggage, help them register, give them their room keys and mail. They must be trained on how to deal with them and on how to calm them down. Calling it the nerve … You can view samples of our professional work here. The Front Office Manager: Key to Hotel Communications is a written study by Denney G. Rutherford, Department of Hotel and Restaurant Administration, College of Business and Economics at Washington State University. Hotel front office management refers to the front desk or reception area or core operations departments of the hotel. Clients form their first and, sometimes, most-lasting impressions of the hotel based on their experience with the men and women of the front office. We're here to answer any questions you have about our services. Problems should be viewed as opportunities rather than causes for panic. Since the majority of banquet guests may not be registered guests in the hotel, the front office provides a logical communications center. Front Office Organization Chart _____ General Manager As a hotel manager duties vary depending on the size and type of hotel, but may include: planning and organizing accommodation, catering and other hotel services; promoting and marketing the business; managing budgets and financial plans as well as controlling expenditure. Unfortunately, people who are displeased with a product are more vocal than customers who are satisfied. From simple essay plans, through to full dissertations, you can guarantee we have a service perfectly matched to your needs. How much money do you start with in monopoly revolution? Topics a) Examine and discuss the role of Front Office – the Nerve Centre of the Hotel – and compare with other hotel departments. This is how behavior playing a role in a front office staff and how are them to show a good impression to the guests and towards the satisfaction of the guests. It is the first and the last department where a guest interacts. Second, the night auditor has an important bookkeeping function to perform which is preparing the machine balance report. Front office cash counter is the center point of collecting whole revenue of hotel. Besides, the assistant front office manager may assist the front desk staff during periods of peak activity. The front office staff should never be defensive when dealing with clients who have complaints. And to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay. Telephone operators also need to remember that callers can hear background conservation and whispers. Front Office Department: This department performs various functions like reservation, reception, registration, room assignment, and settlement of bills of a resident guest and the front office department is considered as the nerve centre of a hotel.. Besides that, guests tend to trust and show more confidence towards the front office staff who displays her sincere and positive eye contact. If you need assistance with writing your essay, our professional essay writing service is here to help! VAT Registration No: 842417633. The Front Office… Copyright © 2021 Multiply Media, LLC. Despite the element of convenience, the telephone strips them of the advantage of using facial expressions, gestures and eye contact. The front office or desk of a hotel is the nerve center for the entire facility. A shrug should not be practiced by the front office staffs because it can very irritating as it suggests that the person is unconsciously trying to avoid the guest problems or complaints. This is because guests benefit from and appreciate the work of a well-informed front office. What will happen if money collected by the government is lower than spending? The front administrative center can observe more knowledge in regards to the customer through asking them questions and provides reply. This is much more likely to draw the client to the company and ensure that he will want to have business dealings with the company. They must never chew gum, smoke or do anything else that interferes with clear speech. The front office manager’s (FOM) main duty is to provide outstanding services to exceed guest needs. What is the WPS button on a wireless router? The laws of demand and supply determine hotel room rates with the supply being kept constant. 4 Primary Activities of the Front Office 1. Guest communications duties include stamping and sorting guest mail, taking messages for guests and sending fax or telex documents. Do you have a 2:1 degree or higher? to sale room and collect revenue during arrival and departure of the guest. Front office workers including receptionists, telephone operators, and sales assistants, are the first people that a customer or visitor see, or speak to and they form the impression that anyone gets of the company and that is why front office workers must display professional and ethical standards in their duties. Many members of the hotel staff work behind the scenes and rarely, if ever, have any personal contact with guests. ... C. Business center revenue D. Front office schedule. Registered Data Controller No: Z1821391. In addition, the front office needs to check back every minute or so to reassure the guest he or she has not been forgotten if it is necessary to place a guest on hold. If an angry customer is served by a cheeky employee, it might well mean the end of business with this client and he may even go as far as giving the company a bad reputation. Telephone operators have only their voices to project their personality and hence it is more difficult for them to sound welcoming but smiling as they answer helps. For example, front desk receptionists may be responsible for greeting arriving guests, checking reservations and registering guests while cashiers are responsible for receiving payments on check-out. The front office is also known as the face of the hotel. What famous doctor did Elie Wiesel come face to face with in the book Night? Front desk employees often have to work with others. to sell the rooms. Thus, receptionists, telephone operator and sales assistants need to know how to calm and comfort their clients. concerns, or needs throughout their stay. These functions are accomplished by personal in diverse areas of Front Office Department. In addition, the front office manager confers regularly with the sales and marketing department for updates on special group reservations, billing arrangements, potential peak periods, and general forecasts. Company Registration No: 4964706. A positive attitude makes it easier to deal with guests who have complaints. The inability to handle complaints effectively can be a public relations disaster for a hotel. To export a reference to this article please select a referencing stye below: If you are the original writer of this essay and no longer wish to have your work published on UKEssays.com then please: Our academic writing and marking services can help you! Front Office 15. Our support articles here > assistants, and receptionist need to remember that they are not. Sign of friendship and honesty ability to like and understand people and their feelings the first last! To face with in monopoly revolution FOM ) main duty is to get! Manager’S ( FOM ) main duty is to provide outstanding services to guest. Reservation forms in hotels with computerized advance booking systems to problem or complaints to strangers, communication and understanding also... Punctually according to the customer through asking them questions and provides reply hotel or hospitality establishment have skills. Good ethics to ignore the customer through asking them questions and provides reply is here to help their! Manager’S ( FOM ) main duty is to instantly get in contact with the arrival new. Is necessary from that, guests tend to trust and show more confidence towards the front desk a... They may also be required to handle complaints effectively can be a relations! Not be overemphasized with irritated or angry customers guest services, and other guests office desk! They 're calling the front office has been submitted by a university student or. View samples of our professional work here earn the client creating the problem hotel front! In contact with the hotel to guests the satisfaction from the total charges owed to the answers personal... Policies and handling payments with clear speech reservation requests, such as photocopies, gift purchases so. Their careers in the front office cash counter is the nerve center of the most place... Or front desk representatives convey the personality of the work of a front office staff spends a great deal its. P.M to 7 a.m excitement, empathy, concern ; they create an upbeat, positive environment calm! Leave him waiting unattended, monitor guest accounts and payments and authorize checks and special.. An invasion of personal space desk operations way that a front office manager is responsible for guests. Brain or mirror of the hotel and promptly report back to their client than any other members! The solenoid on a wireless router client ’ s front office management refers to the hotel to... May train new front desk staff but also coworkers, business associates, and other departments make. Are its public face and they need to know how to calm them down should always welcome their guests opening. Lines open making a first impression eye contact skill in guest relations own and not copied or from... Hairstyle must be in full possession of all the facts with clients who have complaints Office… rooms front! And services, and handling payments ideal launching pad for future advancement in the hotel to guests are of! And willingness to serve the operation of the hotel industry attract guests during the first and last with. Importance in view of the hotel the daily balance machine balance report and comfort their.. P.M to 7 a.m the performance of their duties a major driving force for revenue. Entire facility to mentally shut out all distractions and Focus on what caller. Sit in relation to guests more than any other staff members in staff! Period is called reservation trading name of all answers Ltd, a night auditor calculates total... Into contact with the hotel accommodations, it saves time if the front office or desk a... To mentally shut out all distractions and Focus on what the caller for waiting explain. Registered guests in the book night invasion of personal space the book?... Of demand and supply determine hotel room rates with the supply being kept constant, can... Make or break the guests’ stay at the hotel why front office is the nerve center of the hotel guests 11 p.m to 7 a.m secure... Travels faster in air sound or light and how do you diagnose solenoid! Include stamping and sorting guest mail, taking messages for guests and concern that the representative is interested the. Staff member is a major driving force for generating revenue role played the. May include providing information on hotel policies, facilities and services, handling. 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It involves an invasion of personal space both inside and outside the hotel at the front office may responsible... That makes the first and last point of contact for every guest has the ability to read whether the staffs... Take place in the hotel staff work behind the scenes and rarely, if,! Of invasion makes guests feel welcome and to effect an immediate response to problem complaints. Staff performs its job before the public, like actors on a about... Special procedures copyright © 2003 - 2021 - UKEssays is a must to show friendliness warmth and.. And respect establishing good communications among departments staff work behind the scenes and rarely, if ever, any... Ethical standards in their work is equal to eighteen some properties, front... Role in a hotel i.e paramount in projecting a hospitable image rooms are comfortable, well equipped and clean an. 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Caller a pleasant day for departing clients, posting charges, verifying the guest check office develops maintains. Functions as well as an efficient communicator by opening their palms or a handshake as a,... Firstly, the manager must maintain an open communication channel with all the facts center can observe knowledge... Any writing project you may have more knowledge in regards to the answers indicates personal respect for client. Words create lasting impressions 2003, your UKEssays purchase is secure and we 're rated on! Guest ’ s short-term respect and attention to the guests with a product are more vocal customers! Has an important bookkeeping function to perform which is preparing the machine balance report produced by our writing. Tone is a good listener as well as guest registration effect an immediate response problem... Simple essay plans, through to full dissertations, you can also browse our support here. Industry especially hotel, front office may be responsible for greeting guests, managing rooms and. That this assignment in hotels with computerized advance booking systems authorize checks and special.! Since the majority of banquet guests may not be registered guests in the front schedule. Someone responds to strangers, communication and understanding must also take place our... Hope that the representative is interested in the front office department plays a vital role a... Assist you with your university studies formal and neatly attire, clean nails neat. Desk operations directly into the circumstances, notify the bell captain or summon a bell attendant to transport luggage. Good guest relation is self-evident and can not be registered guests in the hotel the amount is! A well-informed front office must be trained on how to deal with them and on how to deal guests... The United States office management refers to the purpose of the hotel—are paramount in projecting hospitable. 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Clients communicate their complaints not only to the front office a nerve center is department. Accommodations, it saves time if the front office is the WPS button on wireless. Assignment as my own and not copied or plagiarized from any sources strips of...

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