FRONT OFFICE SERVICES NCII

ORAL INTERVIEW
Student Name:__________________________________________________

Trainer:________________________________________________________

1. Ask student questions from the attached list to confirm knowledge, as necessary

2. Place tick in boxes to reflect student achievement (Competent ‘C’ or Not Yet Competent ‘NYC’)

Questions C NYC
1. How do you handle guest complaints?

2. What is Availability board?

3. What is FIT?

4. What is the difference between Guaranteed Reservation from a

Confirmed Reservation?

5. Give at least four sources of reservation.

6. How does a no-show affect the hotel?

7. Name at least two popular management system used by the hotel. What
is the purpose of this?

8. What is a central reservation system?

9. What is the functions of night audit?

10. What are the steps of the night audit process?

11. What do you do when guest losses luggage?

12. What are the things you may need to do for a group arrival?

13. What are some product knowledge that must be known by an FO

personnel?
14. What are the information needed to be taken from the guest during the
reservation process?

15. What is Shift Endorsement? Why is it important?

 16. What are the things to remember in riding an elevator?

17. What are the safety measures in lifting guest luggage?

18. What is the standard practice in answering the telephone?

19. State the flow of rooming a guest.

20. What is overbooking?

Remarks:

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