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WorksheetsProvide Front Office Service (WSDip)
Total questions: 31
Worksheet time: 23mins
The third phase of the guest cycle is
Arrival Phase.
Departure Phase.
Occupancy Phase.
Pre-arrival Phase.
Which of the following is/are pre-arrival activity/ies?
Choice of Hotel
Identification of Sources of Business.
Pre-assignment.
Establishment of Credit
Which one of the following is an "Arrival" activity?
Modify registration record.
Creation of guest history.
Collection of room key.
Room and rate changes.
When a guest checks in and the FOA is unable to trace the reservation, this situation is called a/an
claimed reservation.
unaccounted reservation.
missing reservation.
unallocated reservation
Which of the following information is required by law for registration of guests?
Passport number.
Guest nickname.
Guest credit card.
Guest nationality
It is compulsory for guests to sign the registration card during check-in as it
provides confirmation of guest’s duration of stay and departure time.
provides proof of the guest’s stay and that the charges are incurred by the guest.
ensures that the guest’s credit card details are accurate and verified at check in.
ensures that the guest name is spelt and pronounced correctly so as not to offend the guest.
To calculate the cash deposit/preauthorisation amount, the following formula should be used:
(room rate X incidentals X no of nights
(room rate X no of nights)+(incidentals X no of nights)
(room rate X no of nights X 1.177)+(incidentals X no of nights)
(room rate X no of nights X 1.177)+(incidentals X no of nights X 1.177)
Christine is checking in Mr Tan and noticed the billing instruction is "RO TO TA" and he is staying for 3 nights. Given that the details are as follows, calculate the amount of preauthorisation Christine has to take:
Room Rate : $180 nett
Incidentals : $50 per night
Round off your answer to the nearest whole number
$150
$200
$786
$800
The guest gave a Debit Card when credit was established at check-in, Thomas, the FOA should
decline and insist on a credit card.
accept and process a preauthorisation on the debit card.
accept and process a sale transaction of the required deposit.
accept and update the debit card number in the system and advise the guest to provide the card at check-out
What is the final step of rooming a guest?
Offering services
Leave and follow up
Escorting to the room
Presenting the room facilities
Andrea noticed that the billing instructions is Room and Laundry to Company. Guest is staying for 3 nights and the room rate is $200++ and incidentals is $100 per night. How should she handle the preauthorisation or deposit amount?
Take preauthorisation of $300.
Do not need to collect deposit as company is taking care of the charges.
Request billing email from guest and if unable to produce, take preauthorisation of $1100
Request billing email from guest and if unable to produce, take preauthorisation of $300
S$1800 is required to guarantee for Mr Cole's stay. He advised Fiona, the FOA, that he will give US$ instead. How much should she collect from him?
The exchange rate is US$1 = S$1.35
$1333.40
$1334.00
$2430.00
$2500.00
A voucher, which is treated like cash , up to the amount stipulated on the voucher, is known as a
cash voucher.
value-based voucher.
service-based voucher.
cash-based voucher.
At checkout, Lyn noticed that the billing instructions, RM TO TA. How should she proceed with the room charges?
Present the room charge to the guest and get him to acknowledge the charges. After that, proceed to city ledger the room charges.
Present the room charge to the guest and get him to acknowledge the charges. After that, request for the hotel voucher and proceed to city ledger the room charges.
City ledger the room charges without getting the guest acknowledgment.
Request for the hotel voucher if not received, and get the guest to sign on the voucher before charging it to the TA's credit card
When trying to process a city ledger charge, Anna realised she is not able to do proceed. She had no problems before. What might be the reason?
Her cashier code is not activated.
Wrong company profile attached.
The charges have exceeded the preauthorisation limits.
The company does not have approved credit facilities.
What are benefits of loyalty program?
Increase revenue.
Increase guest satisfaction.
Encourage more direct bookings.
Drive engagement with guests.
When issuing the guest's key card, which of the following should be observed?
explain how to use the key card.
Announce the guest's room number and floor number.
Double check the PMS to confirm the name, room number and status of the room.
Show where the room number is written.
While checking in Mr. Brown into Hotel X, Jeremy, the receptionist notices a comment in the system that reads "Previously mishandled. Please assign larger room for duration of stay with no additional charge." What must Jeremy do in this situation?
Upsell
Upgrade
Tune in
Cross sell
What is upselling?
Cornering the guest into purchasing the product.
Selling an additional product or service to an existing customer.
Persuading a guest to switch his purchase decision to a more expensive product.
Getting the guest to consider a purchase he might not have thought of.
Why is upselling important?
Creates more revenue
Enhances guest's experience in the hotel
Encourage guest to use the best accommodation that suit their needs
Enhances staff sales techniques
In order to upsell, one must have
glib tongue.
a great smile.
good questioning skills.
ample product knowledge.
When upselling, a FOA should mention the rate first, and then offer the room by pointing its features and benefits. True or False
True
False
Huge bathroom with an oversized bathtub. This is an example of
feature
value
selling point
benefit
The FOA recommended Ms Linda the highest priced rooms first, then move to lower priced rooms when she faced resistance. What technique is she applying?
bottom up.
top down.
matching.
convincing
When would an upgrade happen?
Room type that the guest booked is not available
Guest was double roomed
Guest was bumped to another hotel previously
Guest is on his honeymoon and out of goodwill was offered a Suite room instead of the Deluxe room he booked
Prior to checking out a guest, what are the details to confirm?
guest name
room number
length of stay
arrival date
Express checkout service is available to
every guests.
VIP guests only.
guests whose company is taking care of all the charges.
guests who give credit card for guarantee at check-in
During briefing, what kind of information is shared?
Remind staff of company standards, Missions or Visions.
Overview of hotel occupancy for the week.
Previous night room closing along with room revenue and Average Daily Rate
Expected VIP movements and In –House VIP guests.
Rena has to count his float at the end of his shift to ensure it is back to its original amount before he hands it over to the next shift. Rena is using a
single float
shared float
rotating float
revolving float
To balance the cash float, the following formula is used
Cash received – Forex – Paid-outs
Beginning Float + Cash received – Forex – Paid-outs
Beginning Float + Cash received – Forex + Paid-outs
Beginning Float + Cash received + Forex – Paid-outs
Which one of the following situations will result in a cashier having a "Shortage"?
FOA processed a deposit refund of $110 and gave the guest $100
FOA received $100 cash deposit but posted $1000 as cash received
FOA posted the wrong amount for minibar late charge and processed with the guest's credit card.
FOA posted the cash received as deposit as payment by Amex instead.
