Saint Francis of Assisi College

PRELIM EXAMINATION

FRONT OFFICE OPERATIONS

Time:

20 minutes

Answer all question written below:

1. A person which is responsible for escorting guests during check in and checked out and also for
attending to guest’s luggage and for doing errands for Front desk.
2. A person that looks after the registration of hotel guests and serves as communication.
3. This hotel rates are often noted for their upscale quality and extraordinary comfort
4. A type of hotels property that a person holds use rights to along with other parties and is usually
for staycation.
5. This type of suite rooms it is provided with a strong emphasis on grand in-room and most
expensive room by a hotel.
6. It is responsible for all the guest relations related activities in the hotel
7. A room with two double beds and can accommodate two or four persons with two twin, double
or queen size beds.
8. , 9., 10., 11., 12. List of Front Office staff or Receptionist equipment and technology prior to use.
13., 14., 15., 16. Standard Schedule in Front Office Operations

Morning shift Afternoon Shift Night shift Mid shift

Start: Start: Start: Start:

Finished: Finished: Finished: Finished:

17. This type of rooms with a bed-a couch w/c can be converted into a bed
18. What is the size of King bed?
19. Oldest hotel in the world?
20. A room assigned to one person?
21. A type of room accommodation w/c can be found in some resort hotels?
22. A classification of hotel provide long term or permanent accommodation for guest
23. A person handle operates the switchboard, answering, incoming calls, receiving and
disseminating messages.
24. A hotel classification that a room sold at moderate rate, equipped with standard facilities and
amenities like air-condition, private toilet and bath with toiletries, a television, bed with complete
linen, night table, etc.
25. A type of room with individual entrance doors from the outside and connecting door between.
Enumerations

A. Give example of Casino Hotel (5)

B. Give example Resort Hotel (5)
C. Give example Themed Hotels (5)

Responding to Customer Concerns. 20 points

Situation What to Say

1. Walk in guest requests a room but the

hotel is fully booked

2. Guest complains of delayed room

services.

3. A negativist complains that the food at

the coffee shop is lousy.

4. Guest comments that your room rates

are much higher that other hotels.

5. Guest complains that he lost his wallet

in the room and he is accusing the
room boy for getting it.

Good Luck 