RATING SHEET FOR ORAL QUESTIONING

Satisfactory
Questions to probe the candidate’s underpinning response
knowledge
Yes No
Extension/Reflection Questions
1. What are the two taxes being charge to guests?
2. What are the differences between these two taxes?
Safety Questions
1. What is the advisable time to turn off Front Office’
computers?
Contingency Questions
1. What are the protocols in checking out a guest while the
hotel system is down?
2. What can be substituted to a guest folio if the system is
down?
Infrequent Events
1. What will you do if there are guests who are inquiring about
the room rate of their competitor?
Rules and Regulations
1. What are the rules and regulation in checking out a guest?
The candidate’s underpinning  Satisfactory  Not Satisfactory
knowledge was:
Feedback to candidate
General comments [Strengths / Improvements needed]

Candidate
Date:
signature:
Assessor
Date:
signature:

MODEL ANSWER:

FRONT OFFICE SERVICES NCII

Extension/Reflection Questions
1. What are the two taxes being charge to guests?
Answer: VAT (Value Added Tax) and Local Tax
2. What are the differences between these two taxes?
Answer: VAT is for BIR and Local Tax is for the city/municipality to where the
hotel is situated.
Safety Questions
1. What is the advisable time to turn off Front Office’ computers?
Answer: 3:00 AM
1. What are the protocols in checking out a guest while the hotel system is down?
Answer: Call TelEx; Housekeeping; Room Service; and Transportation for any
additional or unposted charges.
2. What can be substituted to a guest folio if the system is down?
Answer: Issue an Official Receipt and offer to email the guest re: the Guest Folio
where he/she can see all the details of all the charges.
1. What will you do if there are guests who are inquiring about the room rate of
their competitor?
Answer: Inform them that the room rates are kept and known only by the Sales &
Marketing Departments.
Rules and Regulations
1. What are the rules and regulation in checking out a guest?
Answer: Stay calm, polite and informative at all times.

Prepared by:

Rommel A. Libria
Trainer / Assessor

FRONT OFFICE SERVICES NCII