Kalinga Colleges of Science and Technology

Provincial Road, Purok 5, Bulanao, Tabuk City

Kalinga Province
School Year 2022-2023

FRONT OFFICE OPERATIONS 3

Name: ____________________________ Year/Section: _____________
I. MULTIPLE CHOICES.
Encircle the correct answer.
1. Whether to choose the hotel (or not)-winning or losing a prospective customer?
a. Influence c. Help people decide
b. Problems and complaints d. Word of mouth
2. Everything else they think about the hotel
a. Influence c. Help people decide
b. Problems and complaints d. Word of mouth
3. The area where most guest contacts and transactions take place throughout their stay.
a. Service hub c. Front office
b. Lobby d. Function hall
4. A guest will generally return to reception to hand in the room key and receive and;
a. Stay in touch c. Reception
b. Return periodically d. Settle the bill
5. In case of queries-and may also use guest contact details to;
a. Stay in touch c. Reception
b. Return periodically d. Settle the bill
6. The hotel may offer additional ______________, such as currency exchange facilities.
a. Reception desk c. Guests services
b. Stay in touch d. Reception
7. Someone will give the prospective guest the ______________ he requires to make decisions.
a. Porter c. Luggage
b. Information d. Correspondence
8. There may be some follow-up _______________ to confirm the booking.
a. Porter c. Luggage
b. Information d. Correspondence
9. During the guest’s stay, (s) he may ___________________ to the reception area for a number of reasons.
a. Reception desk c. Return periodically
b. Settle the bill d. Stay in touch
10. There may be a ____________ to help the guest luggage and/or to show the guest to the room.
a. Butler c. Guest attendant
b. Bell boy d. Porter
11. These are by physical positioning in relation to the customer.
a. Special attraction b. convention centre c. signature attraction d. location types
12. Is a locally funded, or privately owned structure that caters to large groups and conventions
a. Special attraction b. convention centre c. signature attraction d. location types
13. Attracts guests for a reason other than the hotel itself.
a. Special attraction b. convention centre c. signature attraction d. location types
14. Created by the hotel it allow for the resort location classification.
a. Special attraction b. convention centre c. signature attraction d. location types
15. Is the term used to define the of year when the special attraction is open.
a. Seasonality b. gateway cities c. suburban d. comprehension on demand
16. These are traditionally those located in an area that makes them the first practical stop.
a. Seasonality b. gateway cities c. suburban d. comprehension on demand
17. Hotels are generally considered to be those do not fit into the other three location types.
a. Seasonality b. gateway cities c. suburban d. comprehension on demand
18. The theory that the need for hotel rooms in a city or geographical region will remain static and fairly constant.
a. Seasonality b. gateway cities c. suburban d. comprehension on demand
19. Hotels typically do not offer several services.
a. Limited services b. mid-market c. extended stay d. all suite
20. Service level was listed as being a combination of both the limited and full-service hotel classification.
a. Limited services b. mid-market c. extended stay d. all suite
21. Hotel provide their guests with services, amenities, and facilities that they want or need to facilitate a long-term stay in one
location.
a. Limited services b. mid-market c. extended stay d. all suite
22. It is targeted to the consumer looking for a hotel experience rivalling the suites in upscale and luxury hotel.
a. Limited services b. mid-market c. extended stay d. all suite
23. Allows the marketer to determine specific market segments within and amongst the main three market segment.
a. Hybrid market b. group base c. walk-in reservation d. reservation avenues
24. It is the measurement of how many group rooms are on the books on a given night.
a. Hybrid market b. group base c. walk-in reservation d. reservation avenues
25. These are made by guests arriving unannounced at a hotel looking for rooms.
a. Hybrid market b. group base c. walk-in reservation d. reservation avenues
26. Defined as a means for the guest to utilize as possible.
a. Hybrid market b. group base c. walk-in reservation d. reservation avenues
 27. It is a portion of segment of the actual or potential business mix at any given hotel.
a. Market segment b. corporate segment c. association segment d. other segment
28. Consists of for-profit companies.
a. Market segment b. corporate segment c. association segment d. other segment
29. These are, by their nature, groupings of individuals or companies that share common purposes or goals.
a. Market segment b. corporate segment c. association segment d. other segment
30. Most hotel group market segments that do not fall easily into the previous teo categories fall into this __________category.
a. Market segment b. corporate segment c. association segment d. other segment
b.
II. IDENTIFICATION
Identify the correct answer that corresponds with the phrases or sentences.
__________ 1. It is the term now often used in hotels to refer to the customer-facing departments dealing with reservations,
reception, room allocation, guest information, billing and payments.
__________2. Handling guest’s problems and complaints, and dealing with VIP guests and guests with special need
__________3. Receiving guests’ payments and processing other financial transactions (such as foreign currency exchange)
__________4. Welcoming and registering guests at the main reception desk.
__________5. Taking and routing telephone calls
__________6. Taking bookings
__________7. Answering guests’ and visitors’ questions; handling mail and guest keys.
__________8. Preparing guests’ accounts and bills
__________9. Luggage porters, lift attendants, doormen, cloakroom attendants, garage attendants or valet parking etc.
__________10. Everything they think about the hotel
__________11. A good first impression may predispose guests to think well of their rooms
__________12. The area where most guest contacts and transactions take place throughout their stay.
__________13. The area where information is exchanged by and with all other departments of the hotel.
__________14. The critical incidents which can make all the difference between satisfaction and dissatisfaction.
__________15. The area where reservations are logged, room allocations are planned, room status is monitored, guest bills
are prepared, payments are processed, records are kept, information displays are maintained; and so on

III. ENUMERATION
Enumerate the following.
A.

DUTIES UNDER ACCOUNTING DUTIES UNDER HUMAN RESOURCE

________________________ ____________________________
________________________ ____________________________
________________________ ____________________________
________________________ ____________________________
________________________ ____________________________
________________________ ____________________________
Areas under Rooms Division Areas under Food and Beverages
____________________________ _______________________________
____________________________ _______________________________
____________________________ _______________________________
____________________________ _______________________________
____________________________ _______________________________
____________________________ _______________________________
____________________________ _______________________________
____________________________ _______________________________

B. FILL UP THE ILLUSTRATION BELOW AND LABEL THEIR FUNCTIONS.

1. FRONT VS BACK OF THE HOUSE

HOTEL GUEST
 2. FOOD AND BEVERAGE MANAGEMENT TEAM

IV. ESSAY
Discuss the statement below.
What are the differences between the factors positively and negatively reviewed by leisure, single, family and
business travellers.

V. PRACTICAL EXAM. Actual room selling, reservation, and housekeeping. (30pts)

GOODLUCK!!!!

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Prepared By:

JEFFERSON M. SALES
Instructor