: SUNWAY UNIVERSITY COLLEGE ‘SCHOOL OF HOSPITALITY, TOURISM AND LEISURE MANAGEMENT EXAMINATION FOR THE DIPLOMA IN HOSPITALITY AND TOURISM MANAGEMENT. ‘ACADEMIC SESSION 2007; MARCH 2006 (Hospitality) HHR2312: FRONT OFFICE OPERATION & MANAGEMENT IL DECEMBER 2007 TIME: 2 Hours INSTRUCTIONS TO CANDIDATES This paper consists of 2 parts: Part A (50 marks) - Questions 1-50 are multiple choice questions. Shade your answers in the Multiple Choice Answer Sheet provided. You are advised to use a 2B pencil. Part B (50 marks) ~ TWO (2) problem solving questions. Answer ALL questions in the Answer Booklet(s) provided. MARKS ALLOCATION MARKS ALLOCATED MARKS OBTAINED NAME OF CANDIDATE ... STUDENT NO GROUP [Total Number of pages = 15 (Including the cover page)] Suns U/SHTLM/HER2312/AUg-Dec 07 1PART A : MULTIPLE CHOICE QUESTIONS (50 MARKS) INSTRUCTION(S) : Questions 1-50 are multiple choice questions. Shade your answers in the Multiple Choice Answer Sheet. provided. You are advised to use a 2B pencil. 1. Providing a guest with a better room and charging him/her a higher rate is known as: a. profiting b. upselling upgrading d. complimentary e. joiner 2. Which of the following tasks should NOT be done during registration? Enter the room number and room rate on the registration card. Establish the method of payment. Mention the room rate so that the guest can hear it. ‘Ask the guest to sign the registration card. Ask the guest whether he/she requires any assistance with his/her luggage. paose 3. Ritz Hotel has 260 standard rooms, 150 superior rooms, 85 deluxe rooms and 16 suites. It achieved 70% occupancy last Sunday. Calculate the total number of rooms sold. a. 153 b. 358 c 441 een e. 581 4. ‘Non-guest’ account is defined as: a. an account for a special guest, e.g. V.LP. b. an account with credit facility . an account for staff d. an account for an in-house tour member e. none of the above Sun U/SHTUM/HHR2312/Aug-Dec 07 25. What is the main. difference between a business hotel and a resort hotel? Number of staff. Quality of service. Location of hotel. Quality of Food and Beverage outlets. Number of rooms. poaose 6. How is the performance of a hotel measured? Occupancy and number of rooms sold. Occupancy and room revenue. Occupancy and average room rate. Occupancy and room rate, Occupancy only. paocm 7. Which of the following charges CANNOT be posted to the guest's folio? Guest purchased flowers from the hotel florist. Guest made telephone calls in his/her room. Guest borrowed cash from Cashier to pay for his/cab fare. Guest had a meal in his/her room. Guest consumed a can of Coke from the mini bar in his/her room. paoco 8. What is the opposite of ‘group definite’? ‘Group indefinite’ ‘Group tentative’ ‘Group go show’ ‘Group no show’ ‘Group reservation’ poaoom 9. During the check in process, guests may choose the following methods of payment EXCEPT: personal cheques . company cheques travelers cheques credit cards . charge cards paose Sun-U/SHTLM/HHR2312/AuQ-Dec 07 310. During reservation, Mr Selva mentioned that he requires an extra bed in his room. An extra bed costs RM60 ++. He is staying for five nights. What is the total cost of the extra bed? |. RM6O.00 nett . RM69.00 nett RM300.00 nett |. RM345.00 nett RM690.00 nett pangs 11. Which of the following staff is NOT the responsibility of the Rooms Division Manager? Operator Receptionist Porter Guest Relation Officer None of the above eee 12, Mr Christopher Connery is checking in at the reception counter. He has reserved a superior room for two nights. He wants to pay for his stay by VISA card. Identify the task that Julie, a Receptionist, DOES NOT need to do when she is handling Mr Connery’s check in process. Ask Mr Connery to sign the registration card. Provide key card and key card holder to Mr Connery. Ensure Mr Connery knows the direction to his room. ‘Ask Mr Connery to sign the VISA card slip. Confirm reservation details with Mr Connery. paose 13. Which of the following status is NOT a Housekeeping room status reflected in the Fidelio system? a. ‘DI’ b. “CL” c. ‘IS’ aur e. ‘OOO’ ‘Sun-U/SHTLM/HR2312/Aug-Dec 07 414, 16. 17. 18. The system in-which all convention guests pay the same rate is called: a. ‘lat rate’ b. ‘convention rate’ c. ‘rack rate’ d. ‘commercial rate’ e. “travel agent rate’ On 15 March 2007, Traders Hotel sold 282 of its 660 rooms. A room income of RM30,570 was generated. Calculate the ‘average room rate’. RM42.73 . RM46.32 - RM80.87 RM108.40 RM305.70 eangoe Identify the following credit card which starts with the number ‘3’. ‘Amex VISA Master Diners JCB pansy The final step involved in handling guests’ complaints is to: - listen respond . apologise act . follow up po0c% The bathroom in room 126 is flooded. What is the CORRECT room status? ‘0.0.0." ‘0.0.5.’ ‘Dr ‘cL XIS' peose Sun-U/SHTLM/HRZ312/Aug-Dec 07 519. If the guest does not wish to guarantee his/her reservation, it will be under status. a. ‘6pm hold’ b. ‘6pm release’ c. ‘tentative’ d. ‘non guaranteed’ . ‘confirmed’ 20. Miss Kelly Knowles is sharing a superior twin room with Miss Fergie Lopez. The room rate is RM280 ++. Miss Knowles is paying for 70% of the room rate and Miss Lopez will pay the other 30%. Calculate the amount that Miss Lopez needs to pay for the room. 1. RM84.00 nett RM96.60 nett. RM196.00 nett RM225.40 nett . RM280.00 nett paoge 21. The CORRECT sequence for group reservation is: a. Enter details (arrival/departure dates; create profiles; grid), Change Status, Rooming List, Room Assignment, Routing b. Enter details (arrival/departure dates; create profiles; grid), Change Status, Room Assignment, Rooming List, Routing c. Enter details (arrival/departure dates; create profiles; grid), Change Status, Routing, Room Assignment, Rooming List d. Enter details (arrival/departure dates; create profiles; grid), Change Status, Rooming List, Routing e. Enter details (arrival/departure dates; create profiles; grid), Change Status, Room Assignment, Routing 22. Which of the following sentences BEST describes a ‘family plan’? a. The family plan that includes room and free stay for 2 children (under 21 years old) with accompanying parents. b. The family plan that includes room and free stay for 2 children (under 18 years old) with accompanying parents. c. The family pian that includes room and free stay for 2 children (under 12 years old) with accompanying parents. . The family plan that includes room, breakfast and lunch only. The family plan that includes room, breakfast, lunch and dinner only. po SunU/SHTUM/HHR2312/Aug-Dec 07 623. — Examples of ‘amenities’ provided to guests are: a. slippers b. bathrobes c. vanity trays d._ umbrellas e. none of the above 24. Miss Paris Holton is a V.I.P. guest. When she arrives at the hotel, the will take care of her car. a. Doorman b. Porter c. Valet d. Bellman e. Runner 25. When does ‘system down’ happen in the hotel? a. It happens when the hardware of the computer system breaks down. b. It happens when the Night Auditor performs his/her tasks. c. It happens when the software of the computer system has problems. d. Tt happens when the Front Office department does the ‘shut down’. e. It never happens. 26. Why is it necessary for Front Office to ‘overbook’ hotel rooms? |. There may be ‘no show’ guests. . There may be ‘go show’ guests. . There may be ‘farm out’ guests. |. There may be ‘skipper’ guests. . There may be ‘sleeper’ guests. pang® ‘Sun-U/SHTLM/HHR2312/Aug-Dec 07 727. Which of the following tasks is NOT part of the duties of the Duty Manager? . Touch base with all departments in the hotel. Assist at the reception during busy periods. Handle complaints from guest about any department in the hotel. In-charge of the hotel in the absence of any senior manager. Serve guests in the Coffeehouse. paoge 28. What is the difference between ‘real time’ and ‘hotel time’? a. ‘Real time’ is the time a guest can check in; ‘Hotel time’ is the time a guest is required to check out. b. ‘Real time’ is from the clock movement; ‘Hotel time’ is set after the Night Auditor has completed his/her tasks. C. ‘Real time’ is from the clock movement; ‘Hotel time’ is set after the Front Office Manager has completed his/her tasks. d. ‘Real time’ is the actual time; ‘Hotel time’ is the time set by the hotel. @, ‘Real time’ is 24 hours long; ‘Hotel time’ is 24 hours long plus hours worked during holidays. 29. ‘European plan’ consists of: room only room and 3 meals room and 2 meals room and 1 meal room and Continental breakfast paogo 30. Which of the following questions is NOT used by the Receptionist during the check in process? “May I know how you will be settling your account?” “May I know your name and reservation number?” “Do you need any assistance with your luggage?” “May I know your name and room number?” “May I have your credit card?” epaooo Sun-U/SHTUM/HHR2312/Aug-Dec 07 831. Raffles Hotel is a 5 star hotel. The Front Office Manager will report directly to which of the following positions? a. General Manager b. Resident Manager c. Director of Rooms d. Director of Operations e. Senior Front Office Manager 32. Razak, a Front Office Cashier, has received the following instruction from Christian, a Duty Manager: “Charge Mr Sean Troy, room 1502, for his telephone call to Australia - 0061286623589; 10 minutes and 30 seconds @ RMI.50 nett per minute. Please note that international telephone calls are charged per 30 seconds block.” How much does Razak need to post to Mr Troy’s account? |. RM7.50 nett . RM8.25 nett :» RM15.00 nett |. RM15.75 nett RM16.50 nett @a0co 33. During reservation, Mrs Wong mentioned that she requires a bed for her baby. This type of bed is known as a/an: extra bed baby bed baby cot children bed special bed poosm 34. Which of following types of account will be created upon a tour group check-in? a. Master account b. Group account c. Guest account d. Tour account e. Tour group account Sun-U/SHTLM/HHR2312/Aug-Dec 07 9ae 36. 37. 38. 39. Ken, the Sous Chef, has lost the key for the main kitchen storeroom. The “master key’ is needed to open it. The person responsible for the ‘master key’ is the: a. General Manager b. Duty Manager c. Executive Chef d. Executive Housekeeper e. Front Office Manager Which of the following tasks is NOT done during a night audit? Post room rates and taxes. Prepare reports for management. Verify ‘no show’ reservations. Program the Fidelio system. Verify room rates. paogo When do ‘room discrepancies’ occur? a. Guests may have departed but not checked out from the Fidelio system. b. Cashiers may not have closed guests’ folios properly upon check out. cc. Guests may be ‘skipper’. d. Guests may have used ‘express check out’ facility. e. Allof the above. The following documents are used during check out EXCEPT: a. registration cards b. folios c. guest comments cards d. allowance vouchers e. none of the above During group reservations, ‘initial phase’ will be changed to when the reservations type is ‘group definite’. a. ‘ready for pick up’ b. ‘open for pick up’ c. ‘reserve for pick up’ d. ‘standby for pick up’ e. ‘approved for pick up’ Sum U/SHTLM/HHR2312/Aug-Dec 07 1040. 41. 42. 43. If a guest wishes to have extra coffee and sugar sachets in his/her room, ‘the Receptionist needs to send ‘traces’ to: Housekeeping Room Service Concierge Coffeehouse Reception paocp Which of the following sections of the ‘individual profile’ is used to enter billings information such as ‘pax account’? a. ‘Remarks’ b. ‘Comments’ c. ‘Billings’ d, ‘Others’ e, ‘Accounts’ When a hotel achieves 100% occupancy, the situation is known as: a. “fully booked’ b. ‘full house’ c. ‘100% booked’ d. *100% occupied’ e. ‘100% rooms sold’ Which of the following statements about ‘account allowance’ is FALSE? a. Decrease in a folio balance for such purpose as compensation for poor service. b. Decrease in a folio balance for such purpose as leakage in bathroom. c. Posting error detected after the close of business. d. Posting error detected before the close of business. e. None of the above. ‘The following statements about the check out process are correct EXCEPT: guests may use more than one method of payment. Cashier can create a maximum of 3 folios for each guest account. postings can be done upon check out. guests may use ‘express check out’ facility. guests may be allowed late check out without any additional charges. paoce Sun U/SHTLM/HHR2312/Aug-Dec 07 a45. During the check out process, the Cashier needs to print the final folio with: a. outstanding balance b. zero balance c. posting balance d. positive balance e. negative balance 46, How could the guest's privacy and security be protected? a. Mention the guest's room number only to the registered guest. b. Mention the guest's room number to the guest's visitors upon the guest's written request. c. Never give out the guest's information and room number over the phone. d. Provide the guest's information and room number to the police upon proper identification. e. Allof the above, 47. Which of the following reports of night audit is NOT required by the Director of Sales? a. Occupancy percentages b. Arrivals/Departures c. Room revenues d. Credit limits e. ‘No shows’ 48. Which of the following tasks should be done by the Receptionist when a guest requests for a late check out? Check the property's occupancy report and arrivals list. Inform the General Manager. Call the Accounting department. Ensure there will be sufficient Front Office staff on-duty. Print final folio and present it to the guest. e@aoco ‘Sun-U/SHTLM/HHR2312/Aug-Dec 07 249. Which of the following statements below DOES NOT reflect on the advantage of having guests guarantee their reservations with credit cards? It limits cancellation. It decreases the number of guests who do not check in. It increases the number of guests who check in. It increases revenue. Tt decreases the number of guests who do not use the facilities in their rooms. gaoge 50. Roger is a Front Office Porter. Julian, a Duty Manager, saw him drinking a large bottle of beer in the luggage room this afternoon. What disciplinary action will be taken against him by Julian? He will be given a verbal warning. He will be issued with the final warning letter. He will be suspended. He will lose his job. He will be asked to go on leave. pansy END OF PART A ‘Sun-U/SHTLM/HHR2312/Aug-Dec 07 BPARTB *t PROBLEM SOLVING QUESTIONS (50 MARKS) INSTRUCTION(S) : TWO (2) problem solving questions. Answer ALL questions in the Answer Booklet(s) provided. 1 Four Seasons Hotel is a new 5 star hotel located in Kuala Lumpur. It has 680 rooms, For the past two weeks, some of the managers have complained that they have not received the necessary reports from Front Office. Guests have also complained that there were a lot of errors in their folios. Mr Jerry Lee, the Rooms Division Manager, discovered that the problems Occurred because the new night audit staff members have not been Properly trained in the night audit procedures. a. What actions should be taken by the Night Auditors when they discover that wrong room rates have been posted to guest accounts? (10 marks) b. List and explain the procedures taken to complete night audit. (15 marks) 2. You are the Front Office Manager of a 5 star hotel. Study the following situation which involves a guest and staff management, Andy is a Receptionist. He has been working in the hotel for 3 years. His work performance has been average only. Ben, a Duty Manager, has Teported to you that he caught Andy sleeping in the locker room last Monday and Thursday evenings when Andy was supposed to be on duty. He has issued the 1st and 2nd warning letters to Andy. Andy was on duty yesterday morning. He told Wan (another Receptionist) that he felt sleepy. Ben noticed that part of the flooring in front of the Reception counter was slippery - a guest has spilled her drinks there. Andy was asked to inform Housekeeping to clean up the area but he did not take any action. ‘Sun-U/SHTUM/HHR2312/Aug-Dec 07 14Miss Rachel Chan, a VIP guest, arrived at the hotel at 10:30 hours. As Miss Chan was walking towards the Reception counter to check in, she slipped and broke her right ankle. Ben sent her to the hospital. She has to be hospitalised for 2 weeks. She has filed a complaint with Ben. A copy of the complaint has been forwarded to you. a Identify the steps that you will take to handle Miss Chan’s complaint. (10 marks) b. Discuss the appropriate course of actions to be taken towards Andy, the Receptionist. (15 marks) END OF EXAM PAPER ‘Sun-U/SHTLM/HHR2312/Aug-Dec 07 15