Front Office Exam - Hotel Management Institute in Haldwani

Welcome to your Front Office Exam

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SECTION A – INTRODUCTION TO FRONT OFFICE (5 Marks) Q1. Answer the following questions. a) What is Front Office, and why is it important in a hotel? (2) b) Name four major sections or service areas of the Front Office department. (2) c) What is the difference between a hotel and a resort? (1)

SECTION B – FRONT OFFICE ORGANIZATION (5 Marks) Q2. Answer the following questions. a) Name four positions or roles in the Front Office department. (2) b) State three important duties of a Front Office Manager. (3)

SECTION C – RESERVATION (6 Marks) Q3. Answer the following questions. a) What is a reservation? Name three sources through which a guest can book a hotel room. (2) b) Differentiate between a guaranteed reservation and a non-guaranteed reservation. (2) c) What is a no-show? (2)

SECTION D – REGISTRATION & CHECK-IN (6 Marks) Q4. Answer the following questions. a) Explain the main steps involved in checking in a hotel guest. (3) b) Name three documents or details that may be required during guest registration, according to applicable requirements and hotel policy. (1.5) c) How would you welcome and assist a VIP guest during check-in? (1.5)

SECTION E – ROOM TYPES, RATES & ROOM STATUS (8 Marks) Q5. Answer the following questions. a) Name four types of hotel rooms. (2) b) Explain the following meal plans: EP, CP, MAP and AP. (4) c) What is Rack Rate? (1) d) What does “Out of Order” mean in Front Office terminology? (1)

SECTION F – GUEST SERVICES & COMMUNICATION (6 Marks) Q6. Answer the following questions. a) What is a concierge? Mention two services provided by a concierge. (2) b) What is a chauffeur? (1) c) What is the correct telephone etiquette when answering a hotel call? Give an example of a professional greeting. (2) d) What is a wake-up call? (1)

SECTION G – UPSELLING (4 Marks) Q7. What is upselling? Explain in your own words and give two examples of how a Front Office Associate can upsell hotel services or room categories. (4)

SECTION H – CHECK-OUT & SETTLEMENT (5 Marks) Q8. Answer the following questions. a) Explain the main steps involved in checking out a hotel guest. (3) b) Name four methods of payment a hotel may accept. (2)

SECTION I – FRONT OFFICE TERMINOLOGY (7 Marks) Q9. Write the full forms or meanings of the following terms. (0.5 mark each) a) FIT b) GIT c) VIP d) ETA e) ETD f) GDS g) PMS h) Folio i) Walk-in j) Overbooking k) No-show l) VVIP m) Concierge n) Rack Rate

SECTION J – INTERVIEW & GUEST HANDLING (8 Marks) Q10. Answer the following interview questions. a) Tell me about yourself. (2) b) Why do you want to join Front Office? (2) c) A guest complains that the room is not ready at the promised check-in time. How would you handle the situation? (2) d) What are the main duties and responsibilities of a Front Office Associate? Mention four. (2)