UJIAN TENGAH SEMESTER

TA. 2019/2020
Program /Jurusan : Middle Level/DAK – Kantor Depan Kelas :
Mata Pelatihan : Guest Service Knowledge (GSK) Semester :I
Nama : Tanggal :
NIM : Waktu : 60 menit

I. Please choose the correct answer!

1. Below are stated the key points that
you have to follow during receiving
any incoming calls, except ….
a. Smile even though you are on the
telephone
b. Use a very low and slow tone of
your voice
c. Avoid in using an extremes in
volume
d. Match your speaking rate to the
callers.
2. In order to receive any messages from
guests, what should be prepared by a
Telephone operator ….
a. Messages received form
b. Receipt form
c. Talk back templates
d. Reminder
3. The hotel’s Front Office generally
performs the following activities,
except….
a. Processing an advance guest’s
reservation
b. Managing a hotel’s revenue
c. Issuing room keys
d. Providing a hotel’s information
4. A code that provides a unique
reference to a reservation record and
assures the guests that the reservation
existed, is called …..
a. Reconfirmation Letter
b. Confirmation Letter
c. Confirmation Number
d. Confirmed status
5. There are two types of Reservation,
namely ……….
a. Guaranteed and Non-Guaranteed
Reservation
b. Cancelled and Modified
Reservation
c. Paid and Unpaid Reservation
d. Confirmed and Unconfirmed
Reservation
6. Front Office has a regular
coordination with the Housekeeping
in order to organize a smooth
operation between each department at
the hotel, is called ….
a. Room revenues updated
b. Relies guest’s data record
c. Training and developments
d. Update room status report
7. Some guest’s information which is not
completed yet by reservation section
should be completed by reception
upon Check in, then the reception
should ask for ….
a. Guest’s Credit Card
b. Guest’s flight details
c. Guest’s payment methods
d. Guest’s ID Card or Passport
8. As a Telephone Operator, what is the
First steps that should be done when
receiving any incoming calls?
a. Greetings
b. Offering an assistances

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 c. Hang up the phone within three
rings
d. Delivering an information
9. Some benefits are presented to guests
upon check in, then reception should
place all the benefits vouchers and
room key to …..
a. Guest dockets
b. Guest Card
c. Guest envelope or welcome
envelope
d. Filing Cabinet
10. Some alternatives might be offered to
guest in case of fully booked hotel as
follow, except …
a. Other date
b. Other hotel in the same chain
c. Other hotel ( Other Company )
d. Free Upgrading to other room
category
11. All points below are the etiquettes
while receiving any incoming calls,
except …
a. Phone should be answered within
three rings
b. Check PABX equipment are
working properly
c. Smile even though you are on the
telephone
d. Match your speaking rate to the
callers
12. The skills which has to be applied as a
receptionist are as follows, except …
a. Able to count a cash received fast
b. Decision making skills
c. Able to solve a problem
d. Customer relation skills
13. The room status which indicate the
room has been cleaned and inspected
by HK supervisor and ready to sell ….
a. VC ( Vacant Clean )
b. VCI ( Vacant Clean Inspected )
c. VCU ( Vacant Clean Unchecked )
d. VCO ( Vacant Clean Occupied )
14. While put the guests on hold, as
telephone operator you should say ….
a. Hold the handle please
b. Wait for a while please
c. Hold the line please
d. Do not go anywhere please
15. What the first step you have to follow
when is receiving any complaint from
your guests?
a. Stay calm and rational
b. Do not interrupted to the guest’s
complaint
c. Smile and pretended that was
nothing happen
d. Listen to the complaints carefully
with concern.

II. Please to answer the questions correctly!

1. When receiving any guest that come to the reception counter, the receptionist
should …………………………………………………………………………
2. A guest has left the hotel without arrangement to settle their outstanding,
commonly is called ……………………………………………………………..
3. The way to make an International Direct Dial (IDD Call) is? …………………..
4. In order to receive any wake up calls requested by guests, what details should be
noted? …………………………………………………………………………….
5. A position which has responsibility to assist The Front Office Manager to make
sure the front office department operation runs smoothly is…………….
……………………………………………………………………………………
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 6. A place which is used to keep all guests reservation correspondences,
registration card and all supporting bills at the reception, commonly is
called………………………………………………………………………………
7. Mention the sections which are operated under Front Office
Department!.............................................................................................................
8. Standard phrase which is used to receive any incoming calls from the outsider
is?............................................................................................................................
9. Guest who arrive at the hotel without creating an advance reservation commonly
is called………………………………………………………………….
10. Guest who is checked out later than the check-out normal time is
called………………………………………………………………………………

III. Answer the questions bellow completely!

1. Describe the definition of Reception Section in Front Office Department!

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

2. Explain the Main Duties which has to be able to perform by Telephone Operator
Sections!
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

3. Describe the important cooperation between Front Office Department with Sales
and Marketing Department in accordance to provide a smooth operation of the
hotel!
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

4. Describe the steps that you have to follow in order to handle guest’s disputes or
complaints!
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

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5. In order to organize and welcome a VIP arrival, what should be prepared by the
reception?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

***Good Luck***

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 Answer Keys Guest Service Knowledge (GSK)

I. Multiple Choices (1 point each correct answer)

1. B 11. B
2. A 12. A
3. B 13. B
4. C 14. C
5. A 15. D
6. D
7. D
8. C
9. C
10. C

II. Short Answers (1 point each correct answer)

1. Welcome and greet guest’s warmly in politely manner

2. Skipper
3. Press 9 first, followed by 007/001 – country code – area code – phone number
4. Guest’s Name, Room Number, Time and date requested by Guests.
5. Assistant Front Office Manager/Duty Manager
6. Guest’s Dockets
7. Telephone Operator, Reception, Reservation, Front Office Cashier, Guest’s
Relation, Business centre, Porter/Uniformed Service/Bellboy.
8. Greetings ( Good Morning/Afternoon/Evening ), Hotel’s Name, Staff’s Name,
Offering Help ( May I assist you/May I help you/Can I help you)?
9. Walk In Guests
10. Late Check Out

III. Description (3 pointS each correct answer)

1. Reception Section is one section in front office department which has

responsibility in receiving and welcoming guests upon check in, handling guests
registration, giving some information needed, maintain guest’s account and
billings, handling guest’s complaints and ensure all guest’s queries are exceed
the customer’s satisfaction as the main priority.

2. Telephone Operator section should perform their daily task which assigned such
as:
a. Able to Received any incoming and outgoing calls in politely manner
b. Able to applied the telephone courtesy on their daily operation
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 c. Able to communicate in verbal attentively
d. Able to use the equipment and system which provided by company
e. Able to operate telephone switchboard and maintain the telephone bills

3. Coordination between FO Dept with Sales Marketing Dept :

Front office department should relies Sales marketing Dept to provide guest’s
histories, since guest’s histories is a valuable resources for sales marketing
department to targeting their marketing strategies, campaigns, promotion and etc

4. Listen to the complaints carefully and attentively

Empathy, as you have to give a feel to your guest’s complaints
Action to the complaints
Follow up urgent matter to the related departments
Record and report all guest’s complaints to the log book and informed to your
superior as the further follow up

5. Sales team should always inform the reservation department regarding VIP
reservation well in advance, This lead time allows the reservation agent to block
the appropriate room and also notify the same to other departments.
a. During reservation an appropriate VIP code to be attached to the VIP
reservation on the Property Management System.
b. Tagging of VIP code to the reservation helps other department to easily
identify the VIP status of the guest and do the required preparations.  
c. VIP Status is normally printed on reports like Arrival list, Room Boy list,
Departure list etc. In addition to this new age hotel management
software’s also give pop-up to users whenever they try to access the
guest reservation. Eg: “GM / AGM to meet on arrival“
d. After blocking the room for the VIP guest, Front office department
should send the VIP requisition form to Housekeeping and Room service
well in advance so they can do the required arrangements.
e. If there is any further change in the room number at a later stage then
same need to be communicated to Housekeeping and Room service
immediately.
f. Housekeeping department put a priority on VIP arrivals and return those
rooms
g. to Front office as soon as possible.
h. HK department places all complimentary VIP welcome amenity in their
rooms.
i. The Welcome Amenities must reflect the prestige and cultural
background of the
j. Guest.

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 k. Executive housekeeper / Asst. Executive housekeeper should verify the
rooms before releasing the same to front desk for check-in.
l. On the arrival day Ensure that all special requests have been
accommodated

I + II + III
Scoring System= X 100
40