FO Batch 35 - Jakarta Haris - October

Which room status shows that the room is clean, available and ready for a new guest?

• Vacant Ready

• Under Maintenance
• Dirty Vacant
• Occupied Clean

What is the main function of the front office department in hotel?

• To oversee housekeeping operations and maintenance.
• To manage the hotel's financial accounts and budgeting.
• To coordinate staff training and development programs.
• The main function of the front office department is to manage guest services and reservations.

What should the receptionist do if a guest's room is not ready upon check in?

• Charge the guest a fee for the inconvenience.
• Tell the guest to wait outside until the room is ready.
• Apologize, check room status, provide an estimated time, and offer a complimentary drink or lounge access.
• Ignore the guest and continue with other tasks.

Which form is usually required when a guest checks in?

• Reservation confirmation email
• Credit card authorization form
• Identification form (e.g., driver's license or passport)
• Health declaration form

When the guest requests a wake up call, what should the receptionist do?

• Ask the guest for their favorite wake-up song.
• Ignore the request and move on to the next guest.
• Set the wake-up call in the system and ensure the call is made punctually

• Tell the guest to set their own alarm.

The room status 'DND' means .....

• Do Not Disturb
• Do Not Depart
• Do Not Deliver
• Do Not Disturbing

What information is found in the guest folio?

• The guest folio contains the hotel's marketing materials.
• The guest folio lists the staff members on duty during the stay.
• The guest folio includes the history of the hotel's renovations.
• The guest folio includes charges, payments, and balances related to a guest's stay.

What is the first step when handling a guest complaint at front desk?

• Ignore the complaint and move on.
• Redirect the guest to another department.
• Listen to the guest's complaint and show empathy.

• Ask the guest to leave immediately.

What is the purpose of using a guest history record?

• To track room service orders and billing details.
• To manage hotel staff schedules and assignments.
• To record guest check-in and check-out times.
• To identify guest preferences for future visits.

When a guest wants to extend their stay, the receptionist should first ......

• provide a list of nearby hotels
• check room availability
• confirm the original booking
• ask for payment details