Fourth Periodical Examination

Technology and Livelihood Education 9

Name: ___________________________ Date: ___________

Year and Section: __________________ Score: ___________

I. Directions: Identify the cleaning tools, equipment and supplies materials being described. Choose from
the box below the correct answer.

_____1. What is the best way to offer a personalized service to the guest?
a. Consistently address the guest by his name upon every conversation.
b. Provide guest with accurate hotel information
c. Answer all guest inquiry
d. All of the above

____2. The following statements are TRUE in handling guest complaints, EXCEPT ONE.
a. Argue with the guest.
b. Listen to the guest complains.
c. Secure guest name and room number.
d. Do not blame others nor insult the guest.

____3. Which of the following is NOT belonging in escorting and assisting guest to his room?
a. Load luggage to the cart.
b. Offer unpacking service if possible.
c. Place the luggage properly.
d. Check membership records to verify membership.

____4. Who is the most important person in the hospitality business?

a. Security
b. Bellman
c. Front desk officer
d. Guest

_____5. Why do you have to follow through on special requests of the guests if any?
a. To insure total satisfaction of the guest during his stay
c. To show him you’re courtesy
b. To encourage him to stay for a while
d. To show that customers are always right

____6.Which of the following is TRUE in handling guest luggage?

a. Check in luggage.
b. Return checked luggage to guest.
c. Handle luggage and other articles safely with cane.
d. Both A and C

_____7.The following question must be asking by the front office staff, except
a. May I have your name?
b. How much money do you have?
c. May I know your arrival date?
d. How many rooms would you need?

____8. How to listen and talk to the clients?

a. Do not understand the words you hear from the client.
b. Discourage the customer to talk.
c. Find out what the client/customers really means.
d. Use idiomatic expressions.

____9. Which of the following is TRUE in making guest feel welcome, EXCEPT ONE
a. Make eye contact
b. Ask, “how may I Help You?” (if they need help)
c. Greet the guest
d. Let the guest open the door entrance for them.

____10.The following details of the directory should be coordinated with the guest except:
a. Name and location
b. Type of establishment
c. Dress code
d. Work background of staff

Direction: Arrange the fallowing steps on how to escort guest to his/her room. Write the corresponding
sequence number on the space provided.

_____11. Thank the guest and politely leave the room.

_____12. Greet the guest when the front desk employee introduces you and gives you a guest room key.
_____13. Enter guest room.
_____14. Hold the door open to let guest enter the room
_____15. For confidentiality, safety and security of the guest, do not say aloud the room number of the
guest.
_____16. Show the guest the room features.
_____17. Direct guest to the elevator.
_____18. Check for functionality of the room
_____19. Offer unpacking services.
_____20. Escort the guest from the guest room floor to their room.

Direction: Read each statement below carefully. Place a T on the line if you think a statement it
TRUE. Place an F on the line if you think the statement is FALSE.
_____21. When lifting items, bend at the knees and keep your back straight.
_____22. Pull heavy luggage cart instead of pushing them.
_____23. Make your voice loud enough to say the room number of the newly arrived client to all the
hotel personnel and guest for recognition.
_____24. Any personnel can argue with the guest to explain his personal statement.
_____25. To avoid confusion, attach a luggage claim check to each piece of luggage.
_____26. Point different facilities of the hotel to guest as you walk with him to the elevator.
_____27. Greet the guest when the front desk introduced you.
_____28. Put heavier or larger items on the top of the luggage cart.
_____29. Place the soft garment bags at the bottom of the luggage.
_____30. If the guest has lost their claim stub fallow the property standard in claiming baggage with lost
claim stub.

Direction: sort the fallowing task according to the designated hotel staffs responsible for accomplishing
them. Write only the letter that corresponds to the task on its appropriate column.
(31-46)
DOOR GREETER CONCIERGE BELLMAN

a. Familiarize the guest with the guestroom amenities.

b. Coordinate guest request for special services or equipment with the appropriate department.
c. Delivers arriving baggage and remove departing baggage promptly, per guest.
d. Opens hotel entrance doors for guest.
e. Performs light cleaning in vehicles entry area.
f. Provides safe place storage luggage.
g. Check-in with roomed guest periodically to ascertain any special needs.
h. Handles all luggage of guest.
i. Escorts guest to hotel registration area.
j. Assist guest in and out their vehicles.
k. Work closely with the front office in carrying out all guest request
l. Arrange for guest reservations with other establishment.
m. Demonstrate strong product knowledge of the hotel’s facilities and services and of the
surrounding community.
n. Hails taxis for guest in need.
o. Provides guest with directions to attractions, facilities, services, and activities in or outside the
property.
p. Perform secretarial and other services.
Direction: Enumeration. List down the important steps to be undertaken upon welcoming guest in the
hotel.

47.
48.
49.
50.