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WorksheetsMidterm Exam Front Office Class
Total questions: 40
Worksheet time: 8mins
1. What is Front Office Department?
It is the one of the many departments of the hotel business which directly interacts with the housekeeping when they first arrive at the hotel.
The staff of this department is very visible to the guests.
Front office staff handles the transactions between the hotel and its supplier.
The staff receives the supplier, handles their requests, and strikes the last impression about the hotel into their minds.
2. Following are the most basic responsibilities a front office can handle
Creating supplier database
Handling supplier accounts
Coordinating guest service
Trying to sell a product
3. Front-House operations. Few of these operations include:
Interacting with the guests to handle request for an accommodation.
Checking accommodation availability and assigning it to the reception
Collecting detail information while bellboy registration.
Creating a guest’s account with the GM accounting system.
4. Back-House operations. These operations involve activities such as:
Determining the type of segmentation (fresh/repeat) by checking the database.
Ensuring preferences of the guest to give a personal touch to the service.
Maintaining room’s account with the accounting system.
Preparing the supplier’s bill.
5. There are lot of staff working under front office manager. The structure of the front office department changes according to: (except)
the size of the hotel business
physical size of the hotel
the hotel management policies
hotel database
6. It includes receiving the guests according to the highest standards and registering them appropriately. It also includes bidding the guests off.
Front Office Manager
Reservation
Reservation Manager
Reception
7. In the context of hotel, the term reservation is used for booking a particular accommodation in the hotel by a guest for a period of time. Reservation section does not directly deal with the guests.
Front Office Manager
Reservation
Reservation Manager
Reception
8. heads the team of staff working on various activities and responsibilities in the front office department
Front Office Manager
Reservation
Reservation Manager
Reception
9. It includes handling request of customers for reserving accommodations.
Front Office Manager
Reservation
Reservation Manager
Reception
10. It involves handling communication among various other departments and guests of the hotel.
Night Audit Manager
Accounts
COMMUNICATION (TELEPHONE OPERATOR)
GUEST SERVICE (CONCIERGE)
11. This manager works during the night hours.
Night Audit Manager
Accounts
COMMUNICATION (TELEPHONE OPERATOR)
GUEST SERVICE (CONCIERGE)
12. It mainly includes a front office cashier and a Night Auditor.
Night Audit Manager
Accounts
COMMUNICATION (TELEPHONE OPERATOR)
GUEST SERVICE (CONCIERGE)
13. They are also known as Uniformed Services.
Night Audit Manager
Accounts
COMMUNICATION (TELEPHONE OPERATOR)
GUEST SERVICE (CONCIERGE)
14. QUALITIES OF A GOOD FRONT OFFICE PERSONNEL, there are, (except):
Salesmen
Problem Solver
a reference point
Computer Literacy
15. ESSENTIAL KNOWLEDGE AND SKILLS OF A GOOD FRONT OFFICE PERSONNEL, there are, (except):
Customer Service
Problem Solver
A reference point
Computer Literacy
16. When guests approach the front desk to check in, they maybe tired from their travels. They maybe hungry. Guests might bestressed and annoyed overtraffic or airport delays. Here’s the perfect time to shine! Understanding how that guest is feeling and being empathetic can provide comfort to guests as an overall experience factor. You must be...
ALWAYS SMILING
EMPATHETIC AND CARING
KNOWLEDGEABLE ABOUT THE LOCAL AREA
RESOURCEFUL
17. Any one in the hotel industry should know, they must expect the unexpected. Guests have the most unusual request or circum stances (i.e.a superstitious guest who won’t stay in a room with a number that adds up to 13). You must be...
ALWAYS SMILING
EMPATHETIC AND CARING
KNOWLEDGEABLE ABOUT THE LOCAL AREA
RESOURCEFUL
18. When guests have questions about your hotel’s vicinity, they will probably approach the desk. As such, every member of the frontdesk team should be knowledgeable enough to be able to answer these questions and make recommendations including where to eat, where to shop, local hotspots, what to do. You must be...
ALWAYS SMILING
EMPATHETIC AND CARING
KNOWLEDGEABLE ABOUT THE LOCAL AREA
RESOURCEFUL
19. Yes, there are days when we don’t feel like smiling, but an awesome front desk member should be ready to come to work with...
ALWAYS SMILING
EMPATHETIC AND CARING
KNOWLEDGEABLE ABOUT THE LOCAL AREA
RESOURCEFUL
20. Grooming Standard for Female at Front Office Department...
Hair should be cut closed
Shoes should always be polished and of conservative style
A close shave is necessary
Light Make-up
21. Grooming Standard for Male at Front Office Department...
Hair should be cut closed
Excessive jewelry should be avoided
Flat shoes with sturdy heels
Light Make-up
22. There're Room Type...
King
Queen
Twin
Suite
23. There're Type of Bedding...
Deluxe
Standard
Twin
Suite
24. The rate is offered for business individuals. Meaning, rates are offered when a person frequently visits the hotel and a discounted rate is provided.
Family rate
Corporate rate
Package rate
Complementary rate
25. This kind of offer is very affordable especially for the whole family. Extra charges are not provided if in case kids below 5 years old are present.
Family rate
Corporate rate
Package rate
Complementary rate
26. This type of hotel rate is free of charge. This is given to hotel guests who have hotel coupons or it is given as a reward.
Family rate
Corporate rate
Package rate
Complementary rate
27. Are promotional offers wherein the amenities in a room including the food are all inclusive. However, this kind of hotel rate can be seasonal especially during the holidays only.
Family rate
Corporate rate
Package rate
Complementary rate
28. Means that apart from room rent, quoted hotel tariff includes all 3 meals as well i.e. Breakfast, Lunch & Dinner.
Modified American Plan
Continental Plan
European Plan
American Plan
29. Meal Plan, room rent and complimentary free breakfast are included in the tariff. And in case you decide to have dinner and lunch at the hotel, you always have the option to pay extra.
Modified American Plan
Continental Plan
European Plan
American Plan
30. Will mostly have the lowest tariff in a rate card simply because it includes only room rent and no meals
Modified American Plan
Continental Plan
European Plan
American Plan
31. Means quoted rates include two meals a day, namely breakfast and either lunch or dinner.
Modified American Plan
Continental Plan
European Plan
American Plan
32. Room rate factors..., except..
Discounts of rack rate
Competition
Complimentary room
No show
33. Mrs. Dania got a flash deal voucher for a hotel room with a 10% discount, when she arrived at the hotel she was told that the room rate is 550,000++, How much should be pay Mrs Dania if she want to used a discount voucher?
598.500
598.950
599.000
587.500
34. Ms. Christina booked suite rooms at a price of 600,000++ but suddenly her friend would also stay at the hotel, she need extra bed. How much should be pay Ms. Christina if additional charge for extra bed / night is 150.000?
975.000
900.500
907.500
900.750
35. Mr. Ronal attended an meeting in the city of Bandung and came to the hotel without making a reservation in advance. Arriving at the hotel, he booked 2 room at a price of 750,000++ / Room Only. How much should be pay Mr Ronal ?
1.815.000
1.850.000
1.810.500
1.085.000
36. Flow of Guest Cycle...
Arrival-Pre Arrival-Occupancy-Departure
Departure-Occupancy-Arrival-Pre Arrival
Pre Arrival-Arrival-Occupancy-Departure
Occupancy-Pre Arrival-Departure-Arrival
37. Enquiry, reservation, and Pick up service. There're in flow ...
Pre Arrival
Arrival
Occupancy
Departure
38. Handling luggage, Registering, Opening guest account there are flow in...
Pre Arrival
Arrival
Occupancy
Departure
39. Managing guest service, managing guest account, managing transport...there are flow in...
Pre Arrival
Arrival
Occupancy
Departure
40. Guest payment clearance, check out procedure, drop service...there are flow in...
Pre Arrival
Arrival
Occupancy
Departure
