Question 1

Call opening includes

Accepted Answer

Greetings, your and company name

Answer

Greetings and your name

Answer

Your and your company’s address

Answer

You and your company

Question 2

Imagine yourself being in the office where all people are busy doing their daily tasks, and then suddenly the telephone near you rings and someone approaches you to answer the call. What should you do?

Accepted Answer

Answer phone calls with the correctmanners and greet the guest with appropriate greetings and provides friendlyservice.

Answer

Pickup and answer the telephone with a low tone of voice

Answer

Answer a call and greet the guest and listen to his/her concern

Answer

Answer the telephone by saying “Good morning! How may I help you?”

Question 3

You are assigned to a Front desk in one of the famous hotels in the Philippines. The caller wants to make a reservation in your hotel. How do you inform the caller that you will be processing his/her reservation?

Accepted Answer

This is room reservations, my name is Angela Malenab and I will be taking your reservation, Ms. Allam.

Answer

Hello, room reservation, Angela Malenab speaking and I will be taking your reservation.

Answer

Good morning, this is a room reservation. How may I help you?

Answer

Hello/Good morning, room reservation, Angela speaking

Question 4

Why does Front Office need to find out the guest information in processing reservations?

Accepted Answer

The Agent gets the information that is needed to meet the customer’s needs and the needs of the establishment for the required reservation details.

Answer

The information needed to process a reservation able to respond to the reservation request.

Answer

The information needed to process to block the room is based on the guest's request.

Answer

The information needed to track the guest information in the Property Management System.

Question 5

What do you do if the requested room is not available?

Accepted Answer

FO staff must offer another room type, another day, or offer waitlisted

Answer

Advise the caller to wait until the room is available

Answer

Advise the caller of the availability of the room.

Answer

Advise the caller and offer an alternative

Question 6

What details of the reservation are not specified by the guest in his statements below?

“Hello. This is Ms. Mae Acosta. I would like to make a reservation for 3 people in your Deluxe Room this coming 12th day of December. Should you give me discounts if I pay my bills in advance with a credit card?

Accepted Answer

Number of nights

Answer

Customer’s name

Answer

Mode of payment

Answer

Date of arrival

Question 7

The following question must be asked by the front office staff except :

Accepted Answer

How much money do you have?

Answer

May I know your arrival date?

Answer

How many rooms would you need?

Answer

May I have your name?

Question 8

What is the reason for the FO’s inquiry to the guest in his statements below?

“We don’t have any available Executive Room on the 28th of August, Mr. Gannaban . Would you like me to book you into a Superior Room instead?

Accepted Answer

The FO is endorsing the Superior Room as part of their sales promotion

Answer

The FO is reserving the Executive Room for the other guest

Answer

The Superior Room has an even more affordable price rate as compared to Executive Room

Answer

The Executive room is not available to use during the time

Question 9

What is the reason for the FO’s inquiry to the guest in his statements below?

"Mr.Gannaban, the package you availed on your last stay is still valid but you are very fortunate because we have an available Super Deluxe room on September 14 and this room is more spacious and has larger windows and a fantastic view.”

Accepted Answer

The FO staff offer the same package and upsell higher room category

Answer

The FO staff offers an existing package and upsells the room category

Answer

The FO staff offers the same package to guest

Answer

The FO staff offers an existing package from guest

Question 10

A newlywed couple wants to book a room for their honeymoon. They prefer a room with an ocean view. This room type is more expensive than what they would like to book originally. As a Front Office staff, what will you do?

Accepted Answer

Determine their specific needs and or price threshold and negotiate a rate slightly above the caller’s budget, ensuring there is availability and the rate sold is within the guidelines of the Selling Strategy.

Answer

Offer another room type andadvise the caller of the inclusion rate and use the selling strategy.

Answer

Advise the caller of the inclusion of the rate quoted.

Answer

Offer anothe rroom type that suits their budget.

Question 11

Ms. Aiza Chu, a regular guest, calls to make ares ervation for three nights from December 21 to 23. He requested for Executive room with a single-size bed Upon checking in your system the requested room is not available. What should an FO or Agent say?

Accepted Answer

“I am sorry but we don’t have any available Executive room on the 28th of December Ms. Chu. Would you like me to book you into a Superior Room instead?"

Answer

“I am sorry but we don’t have any available Executive room on the 28th of December Ms. Chu. Would you like to cancel your reservation?"

Answer

“I am sorry but we don’t have any available Executive room on the 28th of December Ms. Chu. Would you like me to move your reservation until the room is available?"

Answer

“I am sorry but we don’t have any available Executive room on the 28th of December Ms. Chu. Would you like me to move your reservation?"

Question 12

Which of the following should an FO say to courteously end a phone conversation?

Accepted Answer

Would there be anything else Mr. Allam?

Answer

Thank you for choosing Heritage Hotel, Mr. Allam. We look forward to welcoming you on your visit.

Answer

Would you like me to make a reservation for you Mr. Allam?

Answer

Wouldy ou like me to move your reservation, Mr. Allam?

Question 13

What is the best way to show personalized service upon welcoming guests to the hotel?

Accepted Answer

Acknowledge guests by their names consistently in every conversation

Answer

Greet them in a very courteous manner

Answer

Serve them appetizing meals

Answer

Provide them with general hotel information

Question 14

What will you do if you respond to a call but you can’t hear anything?

Accepted Answer

Repeat your greetings 3 times then apologize explaining that you can’t hear anything

Answer

Repeat your greetings 2 times then apologize explaining that you can’thear anything

Answer

Repeat your greetings 3 times then tell them that you can’t hearanything

Answer

Repeat your greetings 2 times then tell that you can’t hear anything

Question 15

The Front Office agent offers to make a reservation. What will you say if the room is available?

Accepted Answer

Would you like me to make a reservation for you Ms. Aggabao”

Answer

Would you like me to book you Ms. Aggabao?

Answer

Would you like me to put your reservation on the waitlist Ms. Aggabao?

Answer

Would you like me to reserve your room Ms. Aggabao?

Question 16

These are the information on the reservation records, except:

Accepted Answer

Enter the rate code.

Answer

Indicate the mailing address and contact number

Answer

Ask for the arrival and departure date

Answer

Explain guaranteed or non-guaranteed reservation

Question 17

This is where the name of the caller and his/her telephone number is written

Accepted Answer

Confirmation

Answer

Reservation type

Answer

Received by

Answer

Reserved by

Question 18

Someone is calling and asking you to make a reservation for the 28^th of March. As a FO staff, you need to access the guest history system on the computer when taking reservations. What is the first step you need to do?

Accepted Answer

Ask the caller if he has previously stayed in your hotel.

Answer

Use guest history to personalize service

Answer

Double-check the guest record by asking for the caller’s information stated in his guest history

Answer

If the caller is a returning guest, retrieve the guest history file inthe property’s computerized system

Question 19

Which of the following task of a Front Office?

Accepted Answer

To take and record the reservation details of a customer.

Answer

To take and record the baggage bag of guest

Answer

Organize, supervise and control all uniformed services in a shift as per the standards of the property and according to guest satisfaction.

Answer

To audit daily income from hotel operations and prepare reports for review and decision-making.

Question 20

Which of the following is not belong when FO staff input the reservation information on the reservation record?

Accepted Answer

Ask if the caller prefers his last arrangement. Otherwise, upsell and offer other rooms and features.

Answer

Ask for and enter the guest’s last name, first name, and middle initial

Answer

Ask for the contact number of the person who should be contacted for the reservation

Answer

Ask for the arrival and departure date

Question 21

After checking the guest record by asking for the caller’sinformation stated in his guest history. What will be the next step that FOwill do?

Accepted Answer

Use the guest history to personalize services

Answer

Input the reservation information on the reservation record

Answer

Always exercise caution in using a guest profile.

Answer

Access the guest history system on the computer when taking reservations.

Question 22

Most of these agencies have pre-arranged bookings of their tour groupsin a hotel of their choice.

Accepted Answer

Corporate account

Answer

Travel agencies

Answer

Educational institutions

Answer

Association

Question 23

One of your job as a Front Office is always to exercise caution in using guest history. There was a visitor who asked you if you have a guest named Mr. Yuhiro. He asked you to give Yuhiro the room number and his contact details. Ask the front office, do you need to give out all information about the guest.

Accepted Answer

No, do not give all the information about the guest

Answer

Yes, give the information to the visitors

Answer

Yes, give the information about the guest

Answer

No, get the name of the visitors who are looking for your guest.

Question 24

Why do we need to repeat the details of the reservation?

Accepted Answer

Repeat the reservation details to verify what is inputted into the system

Answer

Repeat the reservation details to check the confirmation number

Answer

Repeat the reservation details to verify the methods of payments

Answer

Repeat the reservation details to check f the reservation is guaranteed

Question 25

Which of the following steps is the best way in repeating the details of the reservation to the caller?

Accepted Answer

I would like to repeat the details of your reservation MS. Agabin. You will be arriving on the 4th day of August 2020 via Philippine Airlines flight number 105. And departure date is on the 9th day of August 2020. You will be staying for 5 nights in the Superior DeLuxe Room # 024 at the rate of 35,000 PHP and 7,000 per night. This reservation is guaranteed with your 15,000 pesos advanced deposit. You will be check-in time is 1:pm Your confirmation number is 1234567. Ms. Agabin, if there is any amendment or cancellations; kindly inform us 24 hours before your arrival.

Answer

I’ll repeat the details of your reservation MS. Agabin. Your room number is #024 and you are arriving on the 4^th day of August via Philippine flight number 105. at the rate of 35,000 PHP and 7,000 per night. if there is any amendment or cancellations; kindly inform us 24 hours before your arrival.

Answer

Mr. Agabin your confirmation number is 1234567. You will be arriving on the 4th day of August 2020 via Philippine Airlines flight number 105. . And the departure date is on the 9thday of August 2020. Ms. Agabin, if there is any amendment or cancellations; kindly inform us 24 hours before your arrival.

Answer

Mr. Agabin You will be arriving on the 4th day of August 2020 via Philippine Airlines flight number 105. You will be staying for 5 nights in the Superior De Luxe Room # 024 at the rate of 35,000PHP and 7,000 per night. And departure date is on the 9th day of August 2020.

Question 26

The average length of stay of guests at the IsabelaResort is 5 days. To avoid losing revenue from no-shows during the peak season, The resort requires guests to pay room charges in full before their stay of arrival. This type of reservation is best described as:

Accepted Answer

Prepayment

Answer

Credit card

Answer

Corporate

Answer

Advance deposit

Question 27

What type of reservation is described in the statements below?

“Mr.James, we would like to inform you that we will be holding your room until 4:00 pm on the date of your arrival. You can still check in after the said time, but depending on the room availability on that day.”

Accepted Answer

Non-guaranteed reservation

Answer

Partially guaranteed reservation

Answer

Guaranteed reservation

Answer

Canceled reservation

Question 28

Ms. Camia booked an Executive room on the 26^th day of September. Due to typhoon Karding, she decides to remove her arrival date to the 28^thday of September. Upon checking in the system, the desired room is not available. What will you do to help Ms. Camia?

Accepted Answer

Advise Ms. Camia of the non-availability of rooms on that date or offer another room type.

Answer

Advise Ms. Camia to book another hotel.

Answer

Advise Ms. Camiato to cancel her reservation

Answer

Use selling techniques

Question 29

Which should not be done by an FO in case the customer decided to cancel his reservation?

Accepted Answer

Clear all traces of customer reservations from the computerized record system

Answer

Assign the cancellation number to the caller and provide the caller with the number

Answer

If the guest is guaranteed, remind them to keep the cancellation number as proof for future claims

Answer

Ask the caller for future reservation

Question 30

What is the first step in processing reservation changes and cancellations?

Accepted Answer

Find out the guest's name

Answer

Ask the guest about the changes to the reservation

Answer

Bring out the reservation in the computerized system

Answer

Update the reservation record

Question 31

What will you do in case the guest wants to rebook or cancel his/her reservation?

Accepted Answer

Ask the guest if she would like to make an alternative reservation/change in booking dates.

Answer

Inform the guest about the Hotel cancellation policy

Answer

Inform the guest that there is a penalty charged when he/she failed to check in.

Answer

Send an email to the guest to confirm the booking cancellation and do not invite the caller to your property.

Question 32

Mr. Chu asked the reservation staff, ” What exactly is the cancellation policy if says 6 pm? Does this mean I only have 6 pm to check in?” What will be your response to Mr. Chu’s query about the 6 pm policy?

Accepted Answer

“ No, you only have until the time to cancel your reservation”.

Answer

“No. You can cancel your reservation anytime you want sir”.

Answer

“Yes, that’s correct, You only have until 6 pm to check in unless otherwise pre-advised of late arrival”.

Answer

“Exactly, You only have 6 pm the day of your arrival to cancel your reservation”

Question 33

How will you amend an existing reservation by using CRS?

1. Click or highlight the reservation you want to update, and the reservation screen will appear for editing.

2. Complete the required fields in the reservation search screen.

3. Go to a reservation and look for the “update reservation” option.

4. Click the room reservation tab and select “OK”.

Accepted Answer

3, 2 & 1

Answer

3, 4 & 1

Answer

2, 2 & 4

Answer

1, 2, 3 & 4

Question 34

Which department of a hotel, is responsible for guest check-in and check-out, mail information services?

Accepted Answer

Front Office

Answer

Maintenance and engineering

Answer

Food and beverages

Answer

Housekeeping

Question 35

A family with three kids and a baby needs two adjoining rooms for a holiday. The person making the booking requested for a crib to be placed in the room. Which department do you need to coordinate the guest's special requests?

Accepted Answer

Food and beverages

Answer

Front Office

Answer

Maintenance and engineering

Answer

Housekeeping

Question 36

When a guest asks you for some information about tourist destinations around the hotel, how do you give the information to the guest?

Accepted Answer

Providing information in a written format including brochures, maps, user manual guides

Answer

Give a direction about tourist destinations around the hotel

Answer

Explain the tourist destination around the hotel

Answer

Come and demonstrate to the guest personally

Question 37

A guest walks up to the front desk of the hotel and asks for a recommendation for a good place to eat. Which is the best way to respond to your guest?

Accepted Answer

Ask your guests what type of foods they like and offer nearby restaurants to choose from.

Answer

Tell your guest you are new in town and don’t know the restaurants.

Answer

Tell your guest that the concierge’s job and she’s not working that day.

Answer

Direct your guest to the restaurant your friends own.

Question 38

Which department receives orders to deliver food and beverages to the guests’ rooms?

Accepted Answer

Room service

Answer

Front Office

Answer

Food and beverage

Answer

Housekeeping

Question 39

How do you respond to guests' requests?

1. Using the reservation system, detail the special request to various departments

2. Ask guest on special request during his stay

3. Determine if our quest is possible and explain if there would be additional charges

Accepted Answer

1, 3 & 2

Answer

3, 2 & 1

Answer

1, 2 & 3

Answer

2 & 3

Question 40

A Central reservation system is used for which of the following?

Accepted Answer

Hotel reservations

Answer

Payment processing

Answer

All responses are correct

Answer

Guest profile

Question 41

Is a worldwide computerized reservation network, which is issued as a single point of access for reserving hotel rooms, airline seats, rental cars, and other travel-related items by travel agents, online reservation sites, and large corporates.

Accepted Answer

Global distribution System (GDS)

Answer

AffiliatedSystem

Answer

CentralProcessing Stem(CRS)

Answer

Non- affiliated system

Question 42

16. How to use the reservation system?

1. Ask your supervisor or trainer to show you how the reservation system works.

2. Familiarize yourself with the main menu of the system.

3. Access the reservation system using your password

Accepted Answer

1, 3 & 2

Answer

1, 2 & 3

Answer

2, 3 & 1

Answer

3, 2 & 1

Question 43

The Front Office Staff advises the caller of the availability of the reservation,he says_______.

Accepted Answer

We do have an Executive Deluxe Room available on the 30^th of October Ms. Chin for $230exclusive of service charge and taxes.”

Answer

Mr.Chin, the package you availed of on your last stay is not valid anymore. However, we are offering you another exciting package.”

Answer

We do have a Deluxe room available on the 23^rd of October but for VIP only.

Answer

“Mr. Chin, may we know what budget are you looking at for this stay

Question 44

16. If a preferred room is not available, what are yousupposed to do?

Accepted Answer

a. Allotalternative room

Answer

a. Tell them aboutthe hotels

Answer

a. None of theabove.

Answer

a. Ask the guest toleave

Question 45

If the package no longer exists, the Front Office Staff will say

Accepted Answer

Ms.Chin, the package you availed of on your last stay is not valid anymore. However, we are offering you another exciting package.”

Answer

We do have an Executive Deluxe Room available on the 30^th of October Ms. Chin for $230exclusive of service charge and taxes.”

Answer

I am sorry Ms. Chin, you package you availed on your last stay is out of order.

Answer

Ms.Chin, the package you availed of on your last time stay is not valid anymore. We are offering you a high price room which suits your budget.

Question 46

What should be considered while checking for the availability of a room?

Accepted Answer

Guest requests

Answer

All of the above

Answer

Your relations with guest

Answer

Behavior of guest

Question 47

16. How do you process the reservation record?

1. Inputreservation record

2. Guarantee the reservation

3. Confirmand enter the method of guarantee

4. The caller does not want to guarantee

5. Repeat the details of the reservation

6. Enter today's date and initials and thank the caller and let them hang up the phone first.

7. Give confirmation number

Accepted Answer

1, 2, 3, 4, 5, 7 & 6

Answer

1, 2, 3, 4, 5, 6 & 7

Answer

2, 3, 4, 5, 6, 7 & 1

Answer

7, 1, 2, 3, 4, 5 & 6

Question 48

What information needs to encode in the sample Reservation Form from the information below?

Ms. RosalesEmpress, a regular guest, calls to make a reservation for three nights from December 26 to 27. She requests a standard room with a single size bed. She will arrive Via Philippines Airlines with flight number A321 at Ninoy Aquino International Airport. Her address is 768 Dragam Tucson AZ 78205 USA. Shes telephone number is 123-567-3273, and she guarantees her reservation with his Master Card No,000111 which expires on January 03, 2023.

Accepted Answer

Name of the caller, Individual Reservation, Type of rooms, Flight no., No. of guests, and forms of payments.

Answer

Name of the caller, Room number, Flight no., No. of guests, and forms of payments.

Answer

Name of the caller, Estimated time of departure, Type of rooms, Flight no., No. of guests, and forms of payments.

Answer

Name of the caller, Company, Room number, Flight no., No. of guests, and forms of payments.

Question 49

What information needs to encode in the simple reservation Form from the information below?

Ms. Shiela, a secretary from XYZ Corp, made a reservation through online booking for Mr. Angel Chu, their company’s CEO. Her estimated date of arrival is on December 02, 2022, via Japan Airlines with flight number JA742arriving at 23:00. She will need a double Deluxe room with a queen bed size.

The guest requested to be picked up at Ninoy Aquino International Airport. The guest has requested drinks in her room. The reservation is guaranteed by the company and the bill for all charges is to be sent to Ms. Shiela

Accepted Answer

Name of the caller, name of the company, Corporate account, Estimated date of Arrival, Flight no. Estimated time of arrival, No. of guests, and types of rooms.

Answer

Name of the caller, Name of the company, Name of the Travel Agency, Estimated date of arrival, Flight no. Estimated time of arrival, No. of guests, and types of rooms.

Answer

Name of the caller, Name of the company, Name of the Travel Agency, Estimated date of departure, Flight no. and types of rooms.

Answer

Name of the caller, Name of the company, Name of the Travel Agency, Estimated date of arrival, Flight no. Estimated time of arrival, No. of guests, and types of rooms.

Question 50

When the guest wants to guarantee his/her reservation through a credit card. Tell the guest that they can do the following to guarantee reservations:

Accepted Answer

Explain your property’s policy on billing if they did not show up on the said reservation date.

Answer

Ask the name of the caller or the name of the person being reserved if the caller is doing it for someone

Answer

Explain the property’s policy on non-guaranteed reservations

Answer

Provide the number and expiration of the credit card

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