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    MIDTERM EXAM - Front Office Service

    Uploaded by

    Jason Yara
    This document appears to be a test or quiz for front office staff at a hotel. It covers topics like room rates, reservations, guest requests, and procedures for common situations at check-in. The test contains multiple choice, true/false, matching, fill-in-the-blank, and short answer questions. It aims to evaluate the test-taker's knowledge of key front office concepts and protocols.

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    © All Rights Reserved
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    MIDTERM EXAM - Front Office Service

    Uploaded by

    Jason Yara
    663 views2 pages
    This document appears to be a test or quiz for front office staff at a hotel. It covers topics like room rates, reservations, guest requests, and procedures for common situations at check-in. The test contains multiple choice, true/false, matching, fill-in-the-blank, and short answer questions. It aims to evaluate the test-taker's knowledge of key front office concepts and protocols.

    Original Description:

    Front Office Services NC II

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    This document appears to be a test or quiz for front office staff at a hotel. It covers topics like room rates, reservations, guest requests, and procedures for common situations at check-in. The test contains multiple choice, true/false, matching, fill-in-the-blank, and short answer questions. It aims to evaluate the test-taker's knowledge of key front office concepts and protocols.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    663 views2 pages

    MIDTERM EXAM - Front Office Service

    Uploaded by

    Jason Yara
    This document appears to be a test or quiz for front office staff at a hotel. It covers topics like room rates, reservations, guest requests, and procedures for common situations at check-in. The test contains multiple choice, true/false, matching, fill-in-the-blank, and short answer questions. It aims to evaluate the test-taker's knowledge of key front office concepts and protocols.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Name: ___________________________________________Course:_____________ Date:___________ Score:___________

    I - IDENTIFICATION: Choose the best possible answer from the given choices below.

    Allowances Price Travel Agent Free Sale Amendments Check-in


    Tariff or Rack Room Reservation Central Waitlisted Room Blocking
    Rate Availability Reservation
    Referrals HEAT Concierge Guaranteed Overbooking On-request
    Booking

    1. _______________It is a single point from which reservations are made for a chain.
    2. _______________It refers to the rate of the room.
    3. _____________It is a front office section taking charge of guest inquiries, requests and complaints.
    4. _______________It is a guest awaiting a confirmation of the room booking.
    5. _______________It is the process of booking rooms.
    6. _______________It is a status when guest are kept waiting for a room booking confirmation.
    7. _______________It is the Acronym that a front office clerk used to follow in dealing guest complains.
    8. _______________It is booking rooms that are beyond the hotel room capacity.
    9. _______________Independent hotels that chain together are called ______.
    10. _______________It is a room booking that is confirmed in writing by a guest.

    II - TRUE OR FALSE: Write in all capital letters the word TRUE if the statement is correct otherwise, FALSE if it is
    wrong.

    11. _________A walk-in is a guest with a confirmed reservation.


    12. _________ Guaranteed reservation is a reservation that guarantees a guest a 100% refund on their deposit in
    case they decide not to arrive anymore.
    13. _________Eye contact and guest’s name if known are the very only requirement when greeting the guest.
    14. _________ Confirmation number is a credit card number of the guest which is to be used if we are to collect
    already their deposit for confirmation of their booking.
    15. _________All calls must be answered within five rings.
    16. _________ Availability board contains posting in the front desk or in the housekeeping board which normally
    displays the names of the arriving guests in a day.
    17. _________Grievances must aired in public.
    18. _________Any mistakes, amendments, cancellations must be corrected or updated in the forms after three
    days.
    19. _________Female front office professional must wear excessive jewelry to look attractive.
    20. _________Pens and pencil must be clipped in the front pocket of the jacket.

    III - MATCHING TYPE: Match the word(s) on the left-hand column A. Room Available for sale
    with the answer on the right-hand column. (Use capital letters.) B. Number of rooms occupied
    21. _____Pax C. Box office tickets
    22. _____A studied anticipation of room business D. Double bed
    23. _____Reservation Agent E. First welcome
    24. _____Front Office Agent
    F. Booking in writing
    25. _____Concierge
    26. _____Bell Desk G. Wake up calls
    27. _____Doorman H. Person
    28. _____Valet Parking I. Guest folio
    29. _____Lobby Manager J. Forecast
    30. _____Guest Relations K. Parking
    31. _____Front Office Cashier
    L. Management representative
    32. _____Telecommunications
    33. _____Occupancy M. Guest history
    34. _____Guaranteed Booking N. Overbooking
    35. _____Free Sale O. Room position
    P. Left luggage
    IV – COMPLETION TEST: Complete the following sentences by filling the blank space with the correct word.
    Choose your answer on the right-hand column.

    A. available
    B. departure
    C. Expensive
    36. Well, $ 200 for a room is a little _____________for me. Do you have something cheaper? D. catch
    37. How ______________ is the room for one night? E. view
    38. The _____________ of the city is beautiful. F. destination
    39. I want to _____________ a room for next Friday. G. check
    40. Let me _____________ our books to see if we have a room. H. transfer
    41. She wants to _____________ a taxi from the airport instead of a bus. I. reserve
    42. What is your _____________ on this trip? J. much
    43. Be sure to be at the gate at least 30 minutes before _______________. K. book
    44. You will need to _______________ to a different plane in Miami.
    45. Are there any seats ______________ on an earlier flight?

    V - ENUMERATION:

    1. What are the details needed by a reservation agent from the guest? (5 pts.)
    2. Explain the general flow in rooming a guest? (10 pts)

    VI - DISCUSS THE NECESSARY MEASURES OF THE FOLLOWING SITUATIONS. You may use the back page for your answers (20
    PTS.)

    1. Should the guest not have reservations: “If the hotel is full” and “If there is a free sale.”
    2. If the guest has a confirmed reservation and his / her room is getting ready.
    3. If the guest has a confirmed reservation but the hotel is sold out.
    4. Walk-in guests arrive obviously without prior reservations.
    5. If the guest with a confirmed reservation arrive after the check-in time due to delays in his/her travel schedule

    VII - WRITE THE TYPICAL RESPONSE FOR THE FOLLOWING TELEPHONE REQUEST (2 Pts Each)

    1. Connection to an internal extension.


    Response:

    2. Connection to an external telephone number.


    Response:

    3. Inquiry of hotel facilities and timings.


    Response:

    4. Complaint of faulty equipment in the room.


    Response:

    5. “I would like to place a wake-up call”.


    Response:

    VIII – WRITE THE UNIVERSAL MORSE CODE OF ALL THE LETTERS IN ENGLISH ALPHABET (from A to Z): 10 pts.

    TRIVIA: MIXED-UP WORDS – Arrange the jumbled letters to form a word. Each item contains two words.

    1. ECNAVDA SIOEDPST ____________________


    2. NYPACOM CCNTSOUA ____________________
    3. EDITCR SDARC ____________________
    4. CELLOUSANESIM AERGCH ERSUCHOV ____________________
    5. SOPERANL SUEQECH ____________________

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