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Front Office Operations
Multiple Choices:
Q1. To create a professional image and to make guest
comfortable about the staff members is a factor of______
a. Personal presentation
b. An attentive manner
c. Social skills
d. Use of guest‟s names
Q2. A small booklet which has the guest‟s name, room number and room rate
is_______
a. Credit card
b. Key card
c. Bedroom book
d. Room status board
Q3. Clear is a sign of_______
a. Room left
b. Room occupied
c. Room vacant and ready
d. Room vacant but not ready
Q4. Which of the following is not a part of „Property
Management System‟?
a. General ledger
b. Registration
c. Night audit
d. Computer terminal
Q5. Arrange the following as procedure for payment by credit
card:
i. Ask the client to sign the audit roll (retain the card)
ii. Obtain the card from the client
iii. Check that the signatures on the card and the voucher
agree.
iv. Swipe the card through the machine.
a. i, ii, iii, iv
b. ii, iv, i, iii
c. ii, iii ,i, iv
d iv, ii, iii, i
Q6. When the interest and desire is converted into booking
or enquiry it is a result of:
a. Interest
b. Attention
c. Action
d. Desire
Q7. Providing an individual „PIN‟ number to the customer by the hotel authority is a feature of:
a. Voice mail
b. Message waiting facility
c. Fax
d. Access to hotel services
Q8. Cheques help in controlling frauds in the hotels.
a. Crossing cheques
b. Cheque authorization
c .Foreign cheques
d. Blank cheques
Q9. Which of the following is not included in the task
performed mainly at the reception?
a. Filing
b. Duplicating
c. Word processing
d. Reservation
Q10. Chart is very time consuming to be up-dated and its
errors results in lower occupancy.
a. Density chart
b. Density reservation chart
c. Stop-go chart
d. Conventional chart
Part Two:
Q1. Differentiate between the
organizational structure of „Small and Medium sized hotels‟.
Q2. State the main ways in which
fire can be prevented in a hotel.
Q3. List the main methods of
„Non-verbal communication‟.
Q4. Write a short note on „Inside
Availability‟.
Q5. Do you feel it was necessary
for mike to commission a consultant‟s report on the Benson? Why or why not? How would you have
approached the situation?
Q6. Identify and propose
solutions for the supervisory challenges in the kitchen and dining areas of the
„Benson Hotel‟.
Q7. Identify and describe four
short-term operational strategies Ken should implement immediately at the
Rainbow Golf Resort.
Q8. Which form of top-down
communication would be most suitable for the Rainbow Golf Resort to achieve its
objectives?
Q9. Explain how the hotel
receptionist can contribute to customer satisfaction?
Q10. Discuss the methods of
payments in a hotel.
Q11. Discuss about the main
principles of “Hotel Billing”.
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