UJIAN TENGAH SEMESTER (UTS) GENAP

UNIVERSITAS MAHASARASWATI DENPASAR

FAKULTAS BAHASA ASING
TAHUN AKADEMIK 2021/2022

MATA KULIAH : ENGLISH FOR HOTEL AND RESTAURANT

HARI/TANGGAL : SENIN/ 18 APRIL 2022
WAKTU : 18.30 – 20.00
PROGRAM STUDI : SASTRA INGGRIS
SEMESTER : VI D/ IG
DOSEN PENGUJI : NI LUH YUNIARTI, S.S., M.HUM.

NAME : SANG AYU DWI ARINDA WEDAWATI

NPM : 1908792020117
CLASS : 6D
1. Why front office department is known as the face of the hotel?
2. What is the fuction of reservation and what will happen if the guest doesn’t make a reservation?
3. What are the differences between non-guaranteed reservation and guaranteed reservation, and
please give the example!
4. Why the process of check-in is very important in hospitality?
5. Please make a conversation of:
a. Handling guest check-in
b. Handling guest check-out

ANSWER :

1. Because the front office functions as a receptionist, the front office also functions as a place for
administrative payments to support guest satisfaction, and serves reservations and registrations.
2. Reservations function to ensure a safe and secure place for stay during their visit to another town,
guests generally prefer to make advance reservations in hotels and other types of accommodation
units. When a guest makes a reservation for a definite time period, it is expected that the hotel will
accept and honor its commitment by a contract between the hotel and the guest. A bilateral
contract between a hotel and a guest, according to which the hotel must provide the specified
room type to the guest and the guest must agree to pay all relevant charges .
And if the guest does not make a reservation, the hotel cannot prepare everything thoroughly.
3. Non-guaranteed Reservation, when a guest confirms his/her reservation at a hotel but does not
guarantee it with an advance deposit, it is treated as a non-guaranteed reservation. Example :
Guest is informed regarding cancellation time and hotel can release the room after.
 Guaranteed Reservation is a guaranteed reservation is a confirmation that the hotel will hold the
reserved room for the guest and not release it to any other guest even if the guest doesn’t arrive on
time. Example :
1) Prepayment - full payment
2) Credit card guarantee
3) Advanced deposit
4) Corporate guaranteed reservation
5) Travel agent guaranteed
6) Voucher from the travel agent

4. Because, the check-in process as quickly and painlessly as possible not only helps them feel
better, but also gives you a better chance to upsell amenities such as spa services. When their time
with you is over, a stress-free checkout ensures your guests leave with a smile.
5. Conversation handling guest Check in

Resepsionis : Good afternoon, welcome to The Ubud Hotel. How can I help you?
guest : Good afternoon. I’ve a reservation for today. It is under the name Arinda.
Resepsionis : Would you please spell it for me, Ms?
Guest : Sure, it’s A R I N D A
Resepsionis : Ah yes, there is a reservation under the name of Ms. Arinda. We have reserved one
double bed rooms with a balcony for three nights. Is that correct, Ms.
Guest : Yes, it is.
Resepsionis :Very well, we already have your credit card information on file. Could you please,
sign in the receipt here.
Guest : Sure. So, what is the number of our rooms?
Resepsionis : They are 140 and 141. Here are your keys, Ms..
Guest : How do we get to our rooms?
Resepsionis :Please, take the elevator to the third floor. Once you exit the elevator, turn right and
then turn left. Your rooms are on the left. A bell boy will bring your luggages up immediately.
Guest : Great. Thank you.
Resepsionis : If you have any requests or questions, please dial O from your room.
Guest : Okay. Thank you.
Resepsionis :You’re welcome, Ms.