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MIDTERM EXAM - Front Office Service

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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Jason Yara
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819 views

MIDTERM EXAM - Front Office Service

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.

Uploaded by

Jason Yara
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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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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