UJIAN TENGAH SEMESTER

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

I. Please choose the correct answer!

1. A kind of cooperation between hotel 5. Reservation is one of Front Office
and travel agent which is agreed as a section which has responsibility
contract is called ..… for…..
a. Travel agent Voucher
a. Receiving all guest’s reservation
b. Contract Rate
c. Advance Deposit b. Proceeding all guest’s reservation
d. Travel Agent ledger c. Filing all guest’s reservation
2. The definition of "Reservation" is …. d. All the above answer are correct
a. An arrangement to have 6. In order to organize a smooth
something (room , table , etc.), operation between each section in
held for your use at later time front office department, Reception
b. Something to request at later time section has a regular coordination with
for someone else the reservation section such as …..
c. Something needed at later time to a. Relies guest’s data record
be use in the future. b. Update room status report
d. All above answers are correct c. Training and developments
3. The Reservation section in the hotel d. Room revenues updated
generally performs the activity such 7. Below is the type of guest which is
as.…. should be notified by Reservation
a. Processing an advance guest’s
Clerk ….
reservation
a. Local Guests, International Guests
b. Managing a hotel’s revenue
b. GIT, FIT
c. Issuing room keys
c. Personal, Third party
d. Employee recruitments
d. Domestic, Foreigners
4. A code that provides a unique
8. There are two types of Reservation
reference to a reservation record and
namely …
assures the guests that the reservation
a. Confirmed and Unconfirmed
existed, is called ….
Reservation
a. Reconfirmation Letter
b. Guaranteed and Non-Guaranteed
b. Confirmation Letter
Reservation
c. Confirmation Number
c. Paid and Unpaid Reservation
d. Confirmed status
d. Cancelled and Modified
Reservation

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 9. In order to modify guest’s reservation, d. Last Name, Middle Name, Title,
Reservation clerk should ………. the First Name
latest information by renewing guest’s 12. Below are the skills which has to be
reservation detail. applied as Reservation clerk,
a. Recognize except….
b. Rearrange a. Problem solving skills
c. Update b. Up selling skills
d. Upcoming c. Able to count cash in fast
10. If the room requested is available, d. Customer relation skills
what you have to say is …. 13. Below are the sources of reservation,
a. You’re unlucky Sir, we have room except ….
available for the period mentioned a. Company
b. Travel Agent
b. You’re lucky Sir , we have room
c. Airlines
available for the period mentioned d. Online information
c. You’re lucky Sir , we don’t have 14. Reservation Clerk should report any
room available for the period events reserved by guest to all
mentioned department concern, by using…
d. You’re unlucky Sir , we don’t a. Banquet Event Organizer
have room available for the period b. Banquet Event Order
c. Banquet Electronic Order
mentioned
d. Banquet Electronic Organizer
11. How to write guest name on the list: 15. Upon receiving any reservations from
a. Last Name, Middle Name, First the guests, Reservation clerk should
Name, Title be ready with ….
b. Last Name, First Name, Middle a. Reservation Form
Name, Title b. Registration Form
c. Last Name, Title, Middle Name, c. Reconfirmation letter
First Name d. Reformation Agreement.

II. Please answer the questions correctly!

1. What is the meaning of Reservation section?......................................................

…………………………………………………………………………………..
2. What does Direct Reservation mean?………………….. ……………………….
3. What should be asked to the caller, if the reservation made is for the caller or
somebody else? ......……………………………………………………….
………
4. In order to get the type and total number of rooms which requested, how would
you ask the caller?............................................................………………………..
5. Why do we need to repeat guest’s reservation?…………………………….........
……………………………………………………………………………………

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 6. How many rings you have to pick the phone up when receiving call as a
Reservation clerk?…………………………………………….............................
7. What do you have to say if you want to know about when the room is
needed?..................................................................................................................
8. Mention the verbal mode of reservation which is able to be received by
reservation clerk!................. ……………………………………………………..
9. Mention the sources of reservation! ……………………………………………..
…………………………………………………………………………………….
10. Reservation based on media is a reservation which can be received
from?................……………………………………………………………………

III. Answer the questions below completely!

1. Describe the benefit of Hotel Reservation for Guest!

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

2. Describe the benefit of Hotel Reservation for Hotel!

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

3. Describe the basic duties of Reservation Agent/Clerk!

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

4. Explain what detail that have to be confirmed for every room reservation
received via telephone call!
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

5. Describe the category of Guaranteed Reservation!

________________________________________________________________
________________________________________________________________

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________________________________________________________________
________________________________________________________________

***Good Luck***

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 Answer Keys Reservation Knowledge (RSK)

I. Multiple Choices (1 point each correct answer)

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

II. Short Answers (1 point each correct answer)

1. One of Front Office section which has responsibility receiving , proceeding, and
filing all guest’s reservation which may came from mail, facsimile, website,
OTA, etc.
2. A hotel reservation that hotel receives directly from an individual or a group
3. Is This reservation for yourself or anybody else?.
4. What type of room and how many room is required sir (madam)?
5. To make sure the room arrangement and details are based on guest request
6. 3 Ringing
7. May I know for which period this reservation made?
8. Personal ( Face to face )
Telephone
9. Individual, Government, Company/corporate, Travel Agents ( Offline &
Online), Airlines
10. Written mode and Verbal mode

III. Description (3 points each correct answer)

1. Guests will assured that room be available in due time,

Guests can estimate the budget to be spend on lodging cost during the trip,
Guests are protected from possible dangers or risk that may occur in the search
for a room for lodging,
Guests can enjoy the maximum service, because the preparation has been done
all the way before

2. Hotels are able to predict occupancy of rooms at certain period,

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 Hotels are able to predict room revenues at certain period
Useful for arranged schedules for employees who will in charge in a certain
period
The hotel can provide maximum service to the guest , so guest will feel satisfied

3. Reservation agents respond to communication from guests, travel agents, and

referral network concerning reservations arriving by email, telephone, telex, fax,
or trough a central reservation system

4. Guest Details (name, telephone number , email address, etc) ,

Period of stay ( date of check in & check out )
Special request ( room view, bad configuration, etc )
Total Person ( single , couple, family )
Guarantee payment ( cash , CC, Transfer, voucher )

5. Reservation already guaranteed by : Pre-payment ( full room payment upfront

Advance Deposit: pay 1 night or 50 % of room price
Voucher : Guarantee letter from travel agent
Credit card : credit card details

I + II + III
Scoring System= X 100
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