Question 1

Match the following room status to what is the term referring to.

Accepted Answer

linking://Occupied|There’s a guest/guests inside the room: Out of Order|Room is not available for occupancy because of malfunction: On Change|The room cannot be released for occupancy because of it is dirty

Question 2

Which of the following is not true?

Accepted Answer

Front office fulfills the core activity of hotels which is to market rooms.

Answer

Front office is the nerve center of the hotel.

Answer

Front office is the department responsible for selling hotel rooms.

Question 3

The following are the responsibilities of the front office department EXCEPT:

Accepted Answer

Marketing rooms

Answer

Registration of guests

Answer

Reservation of rooms

Answer

Assigning of rooms

Question 4

Choose the correct answer for every question.

Accepted Answer

linking://It means accommodating the guest as much as the guest needed and as much as you can|PROMPT ATTENTION: This involve performing tasks that wasn't included in your responsibility but may satisfy your guest.|ATTITUDE: There is an equivalent process or approach that you can use in every guest you may encounter during your job.|STREAMLINED PROCEDURES: This involves attending to guest needs even though you're done with your responsibility to her.|EXTENDED SERVICES

Question 5

What are the two categories of front office staff?

Accepted Answer

freetext://Frontline Staff and Backline specialists

Question 6

Which of the following is not a Frontline specialist?

Accepted Answer

Reservation Supervisor

Answer

Front desk supervisor

Answer

Concierge

Answer

Valet Attendant

Question 7

Which of the following is not a Backline specialist?

Accepted Answer

Valet Attendant

Answer

Telephone Operator

Answer

Reservation Agent

Answer

Reservation Supervisor

Question 8

Which of the following is NOT true?

Accepted Answer

In a conversation with the guest, address them by their first name.

Answer

Employees must be well groomed with clean and pressed uniform.

Answer

Whenever there is a conflict with the guest and you think you cannot solve it, you must call your supervisor.

Answer

Smoke and chewing a gum is prohibited when on duty.

Question 9

How will you arrange received letters or mails?

Accepted Answer

Chronologically

Question 10

How will you arrange guest cards?

Accepted Answer

Alphabetically

Answer

Chronologically

Answer

Geographically

Answer

By subject

Question 11

How will you arrange received letters or mails?

Accepted Answer

Chronologically

Answer

By subject

Answer

Alphabetically

Answer

Geographically

Question 12

Which of the following is true?

Accepted Answer

A reservation agent is the one who carries reservation documents.

Answer

If front desk agent is responsible, upon request, in making wake up call to guests.

Answer

Night auditor is in charge of posting charges into guest folios.

Answer

A valet attendant is a personal under the concierge department.

Question 13

Which of the following is NOT a responsibility of concierge?

Accepted Answer

Provide transportation services for guests

Answer

Provides guests with assistance or information

Answer

Provide personalized solution such as suggesting or hotel activities and other recreational activities

Answer

Welcome guest upon arrival

Question 14

Which of the following is NOT true?

Accepted Answer

Valet attendant provide transportation services for guests such as driving the hotel’s van.

Answer

Bell attendants provide package service for guests from the lobby to their rooms.

Answer

Door attendant is responsible for opening doors for the guests at the hotel entrance.

Question 15

A room sales projection is a report prepared by the housekeeping coordinator that indicates the expected number of departures, arrivals, walk ins, etc.

Accepted Answer

boolean://FALSE

Question 16

Housekeeper’s room report is a document prepared by the housekeeper that lists the guest room occupancy status.

Accepted Answer

boolean:/True

Question 17

In Compressed Work Shift, the part time employees in the Front Office Department will share the work of a full time position employee.

Accepted Answer

boolean://false

Question 18

Semi-automated system is a front office system that uses written and forms produced by machines like printers.

Accepted Answer

boolean://true

Question 19

Fully automated system is a user friendly hardware packages that are used in managing the front office system.

Accepted Answer

boolean://false

Question 20

This is used in storing valuable items and payments from the guest.

Accepted Answer

Cash drawer

Answer

Posted voucher rack

Answer

Check out station

Answer

Folio tray

Question 21

Which of the following is NOT TRUE?

Accepted Answer

Never talk informally even though the conversation permits.

Answer

Never share the personal information of a guest to other guests.

Answer

Always double check your messages or posts.

Answer

Stay professional and polite.

Question 22

This is used to store and generate hotel keys.

Accepted Answer

Key Rack

Answer

Reserve key drawer

Question 23

Which of the following is not included as a front office document?

Accepted Answer

Room status records

Answer

Customer records

Answer

Memo

Answer

Business accounting

Question 24

How will you arrange room slips?

Accepted Answer

Numerically

Answer

Alphabetically

Answer

By Subject

Answer

Chronologically

Question 25

When you say arranging documents CHRONOLOGICALLY, you will file the records in order based on date and time.

Accepted Answer

boolean://false

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