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WorksheetsFRONT OFFICE OPERATIONS MIDTERM EXAM
Total questions: 31
Worksheet time: 31mins
Few of these operations include interacting with the guests to handle request for an accommodation and settling guest payment at the time of check-out.
Front Office
Back - House Operations
Front - House Operations
None of the above
A sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally requested, and then persuaded to rent the room based on the room's features, benefits, and his or her needs.
Sales Pitch
Marketing
Promotions
Upselling
The front office structure can be viewed in two ways: the ____________ and the operational structure of the department.
physical
economic
organizational
none of the above
The structure of the front office department changes according to the:
physical size of the hotel
hotel management policies
type of ownership
all of the above
A form (paper or electronic) used to chart transactions on an account assigned to an individual person or guest room.
Receipt
Voucher
Guest folio
Guest Registration Card
To sell or reserve rooms ahead of time.
Block
Overbook
Book
Wash down
Few prominent activities that the front office staff is involved in are:
Reservation
Sales calls
In- house security
Laundry
During guest departure, the front office accounting system ensures payment for goods and services provided.
True
False
'NO post' on reservations will not stop any extra charges from other outlets or connected systems to be charged to the guest room.
True
False
The cashier is responsible for handling guest payments and he/she typically reports to the front office manager rather than the account manager.
True
False
Cancellation date is the date agreed upon between a group and a hotel after which all unreserved rooms in the group's block will be released back to the general availability.
True
False
A star lighter is a temporary night auditor.
True
False
Full house is accepting more reservations than there are available rooms.
True
False
Walking is turning away a guest who has a reservation because of a lack of room availability.
True
False
The affixed signature of the guest is the most important section of the GRC.
True
False
During pre- arrival stage , the (a) captures the guest’s information such as name, age, contact numbers, probable duration of stay for room reservation and so on.
Paid out, postage, photo copy, medicine, courier etc. come under (a) .
Guest services are also known as (a) .
The front office staff needs to communicate with the staff of the same as well as all other departments of the hotel. This is termed as internal communication. It mostly relies upon the (a) .
(a) heads the team of staff working on various activities and responsibilities in the front office department.
(a) performs the duties of front desk reception as well as accounting partly during the night shift.
When the front office communicates with the potential customers outside the hotel, corporate offices, and other ancillary service providers, then it is an (a) communication.
SMERF stands for (a) .
MICE stands for (a) .
An old reservation system for hotel accommodations
(a)
(a) is the 'heart' and 'image' of the hotel.
Front Office Billing Arrangements:
Match column A to B and then write the correct numbers accordingly:
example: 5, 4, 3, 2,1
Column A:
FB, HB, EP, CP, AI
Column B:
1. Eg: CPAI, MAPAI, APAI etc.
2. Room and continental breakfast.
3. Room and two meals, generally breakfast and dinner.
4. Guest room and three meals.
5. Room only.
4,3,5,2,1
5,3,4,2,1
1,2,3,4,5
2,1,4,5,3
Front Office Sections
Match column A to B
Column A:
Reservations, Guest Services, Accounts, Communication, Reception
Column B:
1. It includes handling request of customers for reserving accommodations.
2. It mainly includes a front office cashier and a Night Auditor.
3. . It involves handling communication among various other departments and guests of the hotel.
4. It includes receiving the guests according to the highest standards and registering them appropriately. It also includes bidding the guests off.
5. It includes personalized guest services such as: handling guest luggage, handling guest mail, delivering newspapers in accommodation.
4,3,1,2,5
5,4,3,2,1
3,1,4,2,5
1,5,2,3,4
Various Front Office Terminologies
Match Column A to B
Column A:
GDS, IDS, POS, TA, ACC, F&B, PBX, OHMS, Guest , Non- Guest
Column B:
1. Revenues generated from food and beverage outlets.
2. Customer of a hotel business not being served at the moment.
3. A distribution channel for reservations that provides
worldwide distribution of hotel reservation information and allows selling of hotel reservations around the world, usually accomplished by connecting the hotel reservation system with an airline reservation system ( Eg - Amadeus, Saber, Galileo/Apollo or Worldspan )
4. Online Travel Agents like Agoda, Booking . com, Expedia, etc.
5. A person who receives the commission for the bookings.
6. A private network of telephones within an organization.
7. Used in Restaurants / Outlets
8. Revenues related to room
9. Customer of the hotel business being served.
10. A software system to manage all back-office operations of a hotel.
1,3,5,7,9,10,2,4,6,8
1,2,3,10,9,8,7,6,4,5,
3,4,7,5.8,1,6,10,9,2
9,7,5,4,1,10,6,3,2,8
Guest Cycle
Match Column A to B
Column A:
Pre- Arrival, Arrival, Occupancy, Departure
Column B:
1. Issuing of welcome key
2. Airport drop - off service
3. Enquiry
4. Currency Exchange
2,1,3,4
3,1,4,2
1,2,3,4
4,3,2,1
Booking Status
Match Column A to B
Column A:
Confirmed, Tentative, Waitlisted
Column B:
1. Kept on hold due to the hotel is overbooked
2. Waiting for booker’s confirmation
3. With a Credit card, Deposit, Company / TA voucher etc
3,2,1
1,2,3
2,1,3
1,3,2
