WorksheetsUNIT 1 Part 1
Total questions: 30
Worksheet time: 59mins
Which one is not a step of preparing for guest arrivals?
Preparing for guest arrival
Preparing guest options
Verification of documents
Preparing of documents
Why is the hospitality law important?
to protect bothbuyers and sellers against possible problem
to protect both hosts and guests against possible problem
It satisfies the legal requirements
It confirms guest’s acceptance of the hotel’s term and condition.
What is hotel law?
the legal requirement for the hotel to keep records of their guests.
the guest’s acceptance of the hotel’s term and condition
the duties includes checking guests in and out
A legal and social practice related to treatment of a person's guest or those who patronise the place
Which one is not an example of how reception manages accomodation within the hotel?
Taking reservations
Selling tickets
Preparing bills
Issuing the keys
What is the role of house keeping?
To ensure cleanliness and hygiene of the front office
To ensure cleanliness and hygiene of the guest and guest area
To ensure cleanliness and hygiene in all the hotel areas
To ensure cleanliness and hygiene of all imortant araes only
What does a SOP stand for?
Standard Operating Processes
Standing Operating Procedures
Standard Operative Procurement
Standard Operating Procedure
Which one is not an example of the front office resposnsibilities?
Keep accurate records of all rooms
Calculate final bill for guests checking out
Coordinate with housekeeping to make sure all rooms stay clean
Explain to the people how the hotel functions
Which one of the following is not part of the hospitality department?
arts
buisnesses
accommodation
food services
Why are the stndard operating procedures important?
Helps in recording what every employee and guest does
Helps in creating new rules for the staff
helps in creating new terms and conditions
helps in maintaining quality and consistency of service and standards in your hotel
under which circumstances may a guest not be refused accommodation
When the person seeking accommodation conducts himself in a manner that is acceptable and applicable to the law.
When the person seeking accommodation violate the applicable laws
When the Hotel is fully booked and no room is available
When the person seeking accommodation is criminal gangsters
Which one of the following is not an example of people you will meet as a receptionsit?
People from overseas
Couples
People going about their daily buisness
People attending a training
What is a 'closed date'?
paticular dates when the hotel is fully booked
the end of the 24 hour clock
specific when the guest leaves the hotes
the end of the 12 hour clock
What happens in a check out?
Registering the guest out by checking and collecting guest information, method of payment and issuing them a room key
cancelling a guest with a booking the room in time for the room to be resold
finalising the guest’s account, cancelling a guest with a booking, accepting payment and collecting their room key before the guest leaves the hotel
finalising the guest’s account, accepting payment and collecting their room key before the guest leaves the hotel
Which of the following is not a purpose of why the hospitality and travel industry uses the 24 hour clock?
arrival and departure times
hire car bookings
hire guests
staff rosters
What time is it if we say 'six hundred and ten hours'?
0:610 pm
60:10 hours
06:10 hours
06:10 hour
Change this time from the 12 hour clock to the 24 hour clock?11.45 pm
23:54hours
23:45 pm
23:45 hours
23:54 am
What is the next step after youComplete handover with previous shift?
Count and record your cash float
Check reception diary and occupancy of the hotel
Check office equipment is working
Check stationery supplies
Checking the reception area is tidy and attractive should be done by the_______________
as a preparation of the the start of the shift
by the room service
to prepare guest paperwork for the day’s arrivals and departures
guests before they can decide to book the accomodation
What do the initials B A R
Best accomodation rates
Best available rates
Best available ratios
Best accomodation ratios
Which of the following shouldnot be done at the start of every shift?
Check emails and other messages
Prepare guest paperwork for the supervisors and managers
Check stationery supplies
Check reception diary and occupancy of the hotel
What is a handover?
When the room service gives information about empty rooms to the reception
When the guests hands in their keys and clears all bills
when staff from the finishing shift pass information to staff on the next shift
When the staff from the next shift receive information from the roomservice
Which of the following is not an example of the different kinds of office equipment that receptionists have to use?
telephones
fax machine
cash register
cameras
Which of the following is not a good example to describe areceptionist?
informative
friendly
helpful
inefficient
What other words canwe use to describe ' the refusal of accomodation contract'
not allowing employess to access accomodation
circumstances under which a guest may be refused accommodation
situations when the guest is supposed to make a new contract
circumstances when the employee has to make anew contract
Hospitality laws are intended to protect both hosts and guests against injury, whether __________or ____________.
incidental, intentional
intentional,unintentional
acidentally, unintetionally
accidental, intentional
Which of the following is not an example of the responsibilities the hotel front office staff ?
Take reservations
Answer questions from guests and redirect as necessary
Answer phone calls from close relations
Keep accurate records of all rooms
Housekeeping has tasks that can make guest feel _________ during their stay in Hotel.
comfortable
uneasy
appreciated
important
A hotel survives on the sale of the following apart from_________
rooms
food and beverages
special meals
minor guest services
Whic of the following is not an example of what the reception and accommodation (front office) mainly handle
guests check in and check out
on boarding process
billing
resourcing guests
Which of the following is not an example of why registration is important?
It confirms that the receptionist is busy and serious
It satisfies the legal requirement for the hotel to keep records of their guests.
It confirms guest’s acceptance of the hotel’s term and condition.
It provides a record of arrivals, while may help to account for residents in the event of a fire or other disaster.
