FO UNIT 1 TEST b.

 Because they play a major part as to why guests go

back to the hotel.
1.
2. Which uniformed service staff is in charge of c. Because it fulfills the core activity of the hotels
providing baggage service for guests from the which is to sell rooms. 
lobby to the guest room?
Select one: d. Because it is the first department that customers
see when they avail hotel services.
a. Bell Attendant 
8. In the Philippines, which government agency is
b. Door Attendant tasked to regulate the star rating?
Select one:
c. Valet Parking Attendant
a. DOTC
d. Transportation Personnel
b. PAGCOR
3. These are systems used in keeping registration
data, reservation records, room status and other c. TESDA
necessary information.
Select one: d. DOT 

a. Front Office Services 9. What front office system uses both written and
machine produced forms?
b. Front Office Technology Select one:
c. Front Office System  a. Non-automated or Manual
d. Front Office Application b. Semi-automated or Electro-mechanical 
4. What front office form contains the guest name c. Internet based or Cloud Based
and other relevant information, completed during
the registration process and placed in the room d. Fully automated or Computer Based
rack slot corresponding to the room number
assigned to the guest? 10. Which bedding type is about one-half the size of a
Select one: standard king bed?
Select one:
a. Registration Card
a. Twin Bed 
b. Information Rack Slip
b. Single Bed
c. Room Rack Slip 
c. Queen Bed
d. Guest Card
d. Double Bed
5. What do you call the luxurious private bungalow
type of accommodation often located in expensive 11. Which of the following dimensions is NOT a
resorts? criterion for the five-star grading system set by
Select one: the DOT for Hotel?
Select one:
a. Timeshare or Vacation ownership
a. Amenities
b. Cabins
b. Bedrooms
C. Boutique Hotels
c. Arrival and Departure Area
d. Villas or Chalets 
d. Lounge Area 
6. What is the most commonly used medium of
communication in the workplace especially when 12. What is the document that must be presented by
you are communicating with people away from guests who will be staying in the establishment for
you? an official business, authorizing their stay to be
Select one: charged against the credit line of the government
and/or corporate accounts they work in?
a. Messenger Select one:
b. Letter a. Letter of authorization 
c. Snail Mail b. Voucher
d. E-mail  c. Receipts

7. Why is the Front Office Department considered as d. Confirmation Letter

the nerve centre of the hotel?
Select one: 13. A type of filing system where the documents are
filed according to a location or designated area?
a. Because it is located in the hotel lobby. Select one:
 a. Geographically  a. Cash Voucher

b. Alphabetically b. Guest Card

c. Numerically c. Guest Folio 

d. Chronologically d. Information Rack Slip

14. In a typical work scenario, what work shift starts 20. How many stars are given to hotels with 701 - 805
at 3:00 pm and ends at 11:00 pm? points?
Select one: Select one:

a. Night Shift a. 3 star

b. Evening/mid shift b. 4 star 

c. Day shift c. 2 star

d. Graveyard Shift  d. 5 star

15. Which of the following statements describes a 21. This refers to applications, systems, and
Suite Room? procedures used by an organization for their
Select one: communication operations.
Select one:
a. A hotel room which has more than one bed, or with
extra rooms such as kitchenette or living room. a. Business Applications

b. Hotel room that represents the hotel minimum rate b. Front Office Equipment
for a regular-size sleeping room.
c. Business Tools 
c. Hotel room with the best available location and
view. d. Business Gadgets

d. A type of room that is usually located on the

ground floor with an acceptable view.

16. What front office form is used to record guest

reservations and bookings? 22. Who is the front office staff tasked to ensure
Select one: quality service by making effective decisions in
reservation policies and room assignments?
a. Registration Card Select one:
b. Reservation Record  a. Reservation Agent
c. Room Rack Slip b. Front Office Manager 
d. Reservation File c. Reservation Supervisor

17. Which of the following is NOT a task of a Front d. Front Desk Supervisor
Desk Agent?
Select one: 23. What front office equipment contains information
about room types, features, and rates?
a. In charge of posting charges into guest folios.  Select one:
b. Reserve and Register guests. a. Voucher Rack
c. Assign rooms to guests. b. Information Rack
d. Maintain information about the availability of c. Key Rack
rooms for sale.
d. Room Rack 
18. In sending emails, what does Bcc stands for?
Select one: 24. How do you file documents chronologically?
Select one:
a. Blind Copied Contact
a. According to the first and subsequent letter of the
b. Blind Copy Carbon name of the document.
c. Blind Contact Copy b. According to the date and time order. 
d. Blind Carbon Copy  c. According to the number such as room number,
account number of other numerical identifier.
19. What front office form is used to chart
transactions in an account assigned to an d. According to the subject matter.
individual person or guest room?
Select one: 25. What is the rating system that classifies hotel
based on its quality?
Select one:
c. Fax Machine
a. Start Rating
d. Time Stamp
b. Star Rating 
28. Which of the following statements DOES NOT fit
c. Smart Rating the description of a Deluxe Room?
Select one:
d. Shine Rating
a. A hotel room with the highest level of comfort,
26. What front office form is used to get the overall furniture, and decor.
satisfaction rating of the ...
Select one: b. Has the maximum rate charged by the hotel for a
regular-size sleeping room.
a. Guest Folio
c. A hotel room which has more than one bed, or with
b. Guest Information Slip extra rooms such as kitchenette or living room. 
c. Registration Form d. Hotel room with the best available location and
view.
d. Feedback Form 
29. In sending emails, in what circumstance or reason
can you use CC?
Select one:

a. To hide the email addresses of our recipients

27. What do you call this small electronic terminal
that sends information on the guest’s credit card b. None of the above
to the credit card company’s verification service?
Select one: c. To Ensure the privacy of our recipients 

a. Magnetic Strip Reader  d. When the recipients belong to the same workplace
Feedback
b. Credit Card imprinter The correct answer is: When the recipients belong to the
same workplace
Introduction to Front Office Services (Unit 2)
1. What types of travellers tends to be more price sensitive, and is more drawn
to hotel packages and incentives?
c. American Plan 
Select one:

d. Continental Plan
a. Family travellers
8. What front office document contains the personal and financial information
b. Group Travellers of guests that would help in the development of the hotel’s marketing
strategies?
Select one:
c. Leisure Travellers 

a. Feedback Form 
d. Business Travellers

2. Why is the pre-arrival stage of the guest cycle crucial? b. Account Posting Document
Select one:
c. Guest History Record
a. It is crucial because it is considered as the center of front office
activity.
d. Folio Tray

b. It is crucial because it is where the guest settles his/her account for 9. What room rate is offered to guests who check in and out on the same day?
settlement. Select one:

c. It is crucial because it is when the front office staff determines a. Commercial Rate
whether the guest was satisfied with their service.
b. Half Rate
d. It is crucial because this is where the guest decides what hotel to
choose. 
c. Day Rate 
3. Which of the following activities is NOT performed during the arrival stage?
Select one: d. Single Rate

10. What room rate will you offer to business travellers that stay in the hotel for
a. Determining methods of payment (for walk-in guests)
business purposes?
Select one:
b. Assigning a room and rate (for telephone reservations) 
a. Day Rate
c. Registering the guest
b. Commercial Rate 
d. Identifying a departure date
c. Government Rate
4. In the AQUA Model, what does the “U” stands for?
Select one:
d. Family Rate
a. Untainted
11. In Meal Plans, what does FAP stands for?
Select one:
b. Understand 
a. Full African Plan
c. Unite
b. Full Australian Plan
d. Underestimate
c. Full Asian Plan
5. What stage of the guest cycle is considered as the center of front office
activity?
Select one: d. Full American Plan 

12. What do you call the standard rate used by the hotel is called the rack rate?
a. Arrival Stage
Select one:

b. Occupancy Stage 
a. Rack Rate 

c. Pre-arrival Stage
b. Standard Rate

d. Departure Stage
c. Basic Rate
6. What is the flow of operations that occur in a hotel from when a guest chooses
a hotel, to checking out? d. Room Rate
Select one:
13. A kind of upselling wherein the highest rate is described first, if the guest does
not choose the room with the next highest rate is described, and so on until the
a. Guest Operations
guest decides which room to take.
Select one:
b. Guest Cycle 
a. Cross-Selling
c. Guest Flow
b. Upselling
d. Guest Process
c. Choice-of-alternatives
7. What meal plan is already included in the room rate?
Select one:
d. Top-Down 
a. European Plan
14. What are the buildings, large equipment or areas intended for specific
purposes for guests’ satisfaction, comfort, convenience and pleasure?
b. Bed & Breakfast Plan Select one:
 Select one:
a. Product
a. Suggestive Selling 
b. Facilities 
b. Command Selling
c. Equipment
c. Implied Selling
d. Services
d. Persuasive Selling
15. This refers to the day-to-day experience of a locality shared by its people over
a period of time. This encompasses language, religion, cuisine, customs, music, 18. In dealing with customer complaints, what is the first thing you do for guests
and arts for them to explain their problems which is causing the complaint?
Select one: Select one:

a. Local Culture  a. Answer

b. Tourist Attractions b. Acknowledge 

c. Tourism c. Understand

d. Local History d. Ask

16. In responding to callers’ requests and queries, a front office reservation agent
must be quick, accurate, detailed and ____________? 19. In the marketing business, what is considered as one of the main stars that
Select one: hotels use?
Select one:
a. lively
a. Services 
b. polite 
b. Price
c. snobbish
c. Products
d. rude
d. Brand
17. What do we call the sales technique used where front desk agents discusses
how the guest room’s features could help the guest?