Front Office Operations Quiz

At the end of the shift, Emerson counts the cash drawer and finds the amount matches the recorded transactions in the system. What do you call this situation related to cash handling in the front office?

• Shortage

• Excess

• Par

• Overage

Beth is disputing a room service charge that appeared on their folio. What is the BEST course of action for the front desk officer?

• Remove the charge right away.

• Apologize and offer a refund immediately.

• Contact the food and beverage department to verify the charge.

• Ask the guest to sign the folio despite the dispute.

Which of the following statements is CORRECT regarding processing chargeback refunds?

• This is applied to cheque payments.

• This is applicable for transactions paid with vouchers.

• This is applicable for cash transactions.

• This is applicable to credit or debit cards.

During checkout, Jolas informed the front desk officer that he would pay for the room charges while his friend would be responsible for the other services they availed during their hotel stay. What function should the front desk officer perform to accommodate his request?

• Transfer folio
• Split folio

• Room charge

• Repost charge

Celeen is checking out but is unsure whether she emptied the safety deposit box in her room. What should the front desk officer do to reassure the guest?

• Coordinate with housekeeping for a room check.

• Ignore the concern and proceed with checkout.

• Ask the guest to return to the room to check.

• Ask the guest to come back later if there is an item found in their room.

Marc asks the front desk officer if he can receive his change in US Dollars instead of Philippine pesos after paying in foreign currency. What should the front desk officer do in this situation?

• Refuse to give change in any form.

• Explain that the hotel provides a change in local currency, following the exchange rate policy.

• Convert the change to US Dollars following the guest's request.

• Ask the guest to return later for foreign currency exchange.

The owner of Chaochu Resort wants a summary of guests who are scheduled to leave the following day to prepare for any assistance needed. Which office report should be generated?

• Departure list

• End-of-day report

• Guest in-house report

• Arrival list

After ensuring all is accurate, Genica is generating a report of all consolidated financial data and reconciled accounts for the day to ensure smooth operations for the next business day. Which type of report is she generating?

• End-of-day report

• Manager's Report

• Revenue Report

• Income Statement Report

Eliza checks out and mentions she is planning to return next month together with her family to celebrate the birthday of her daughter. What is the BEST course of action for the front desk?

• Give the guest a brochure about the hotel's amenities.

• Ignore the guest and bid her farewell.

• Inquire if they would like to make a reservation for their next stay.

• Hand the guest a feedback form to fill out before they leave.

Amerson wants to check out early at 6:00 AM due to a family emergency. What should the front desk officer do first in this situation?

• Ask the guest for feedback on their stay.

• Offer the guest a future reservation discount.

• Inform housekeeping to clean the room immediately.

• Confirm the guest's departure and process the early checkout.