WorksheetsFO General
Total questions: 30
Worksheet time: 30mins
If a guest tells you in person about something they have lost, you should:
Accept responsibility for the lost.
Ask the guest to fill up lost & found slip immediately.
If all purpose, escort the guest to the lost & found dept.
Call the security to find-out the lost item.
………… is a number send to guest to inform about their reservation has been made.
Confirmation number
Cancellation number
Passport number
Reservation number
The Department responsible for toilet bowl chocked is:
Human Resources.
Housekeeping.
Engineering.
Security
Phone call should be answered within how many rings?
2
3
4
5
Upon receiving booking, what should not be promised by reservation agent is ….
a. Confirmation number
a. Guest name
a. Payment information
a. Room attributes
Which of the following is an example for report to Housekeeping department?
a. Ceiling cracking.
a. T.V not working.
a. Carpet stain.
a. Collect room service item.
Two rooms with a common wall but no connecting door are call …………?
a. Adjoining room
a. Adjacent room
a. Connecting room
a. Twin room
Which of the following areas of a hotel is not a revenue centre?
a. Front Desk
a. Housekeeping
a. Food and beverage
a. Gift shop
The following commercial enterprise is under hospitality industry.
Catering
farming
fishing
Garment
Which of the following hotel departments is not a back-of-the-house area?
Accounting
Food and beverage service
Housekeeping
Maintenance
A room that is not occupied, regardless of clean or dirty status is call…
a. Clean room
a. Check in room
a. Dirty room
a. Vacant room
A guest who arrives at the property without a reservation is call ….
Book out
FIT
Group
Walk in
………………… is use to record the customer’s vehicles in and out of the hotel.
a. Luggage tag
a. Group tag
a. Storage tag
a. Valet parking tag
If guest complaint about no hot shower, you should report it to:
a. Duty Manager
a. Engineering & Maintenance
a. Housekeeping department
a. H.R department
A guest room with two single beds with called……………
Double
King
Twin
Suite
A guest has check in to the hotel and occupy the guest room is call …………
Arrival guest
Departure guest
In house guest
Due out guest
These are consumable no chargeable items provided to guest in a guest room.
Amenities
Facility
Minibar
Linen
This is a status that shows the signs of occupancy are beds have been used, baggage on the baggage rack, bath towels that have been used.
Departure room
Late Check-out
Due Out
Occupied Dirty
A highest room rate offers to public and F I T guest is call………………
Booking rate
Corporate rate
Rack rate
Travel agent rate
Guests are likely to have a no-post status in the hotel’s sales outlets when their method of payment at check-in is:
Cash basic
Credit card
Company charge
Deposit
When you check in the guest you need to request the guest's
Email address
phone number
passport or ID
nationality
A guest room with bedroom and separate living room, Bathroom, Patio is called……………
King room
Deluxe
Suite
Special room
_______________ Plan is inclusive of room and breakfast.
American
Modified American
Continental plan
European
A meal plan for room inclusive of accommodation, breakfast, lunch and dinner is call…………….….
Continental plan
Full board
Half board
Modified American plan
What is PMS stand for? (One correct answer)
Property management System
Properly management System
Property manager system
Point of sale system
1. Housekeeping’s physical check of rooms at 2 p.m. reveals that room 201 is occupied. However, the front office lists the room as vacant and ready for sale. This situation is best described as:
A late check-out.
A due out.
A room status discrepancy.
A sleeper.
These are consumable conveniences provided to guest in a guest room.
Guest amenities
Guest Items
Guest Supplies
Guest facilities
What is the first step in making a new reservation?
Obtaining detailed guest profile information.
checking availability
up-selling
suggestive selling
What should you do if a guest requests a late check out?
Charge the guest 50% of the normal charge
Review the occupancy report and arrivals list to determine if a late checkout will prevent the property from having rooms available for arriving guests.
Refer the guest to a supervisor
Do not allow any late check out
At the California Hotel, meals are priced separately from guestroom charges. This arrangement is called the _______________ Plan.
American
Modified American
European
Asian
