St.

Therese School
1st Assessment Test
TLE 7

Name: ________________________________________________Score:__________
Section: ______________________________________________ Date: ____________

General Direction: Do not write your answer on your test paper. Write your answer on your
answer sheet.

I. Multiple Choice: Read and comprehend each question. Shade the circle under the
letter that corresponds to the letter of your chosen answer.

1. It is a place where guests can ask for any information that they need about the hotel’s
products and services.
a. Reception area c. Concierge
b. Information area d. Lounge
2. Somebody who takes the time to solve a customer’s complaints or requests.
a. Concierge c. Porter
b. Customer service representative d. Information officer
3. Somebody who helps guest by dealing with luggage, making travel arrangements, or
delivering messages
a. Porter c. receptionist
b. Front office manager d. concierge
4. Worker who carries people’s luggage, especially at an airport or in a hotel.
a. Receptionist c. Porter
b. Clerk d. Secretary
5. Someone whose knowledge about a company is so vast that people find it easier to ask
this person for details about the company’s products or services.
a. Information officer c. assistant
b. Executive d. clerk
6. A decision maker in the reception area and is the most senior member
a. CEO c. Official
b. Front office manager d. Administration
7. The following are the tools and equipment which front office staff used
except__________.
a. Money detectors c. Fax machines
b. Cash registers d. Templates
8. This equipment is used by front office employees to record guests/ cash transactions and
to maintain cash balances.
a. Credit card or debit card machines c. Cash registers
b. Printer d. Computers
9. Machine that is used to detect if a paper bill given by the guest is genuine
a. Verifiers c. Money detectors or verifiers
b. Money detectors d. Key card sets
10. Some guests prefer to transmit their registrations or business transactions via machines
that receive full page documents.
a. Folio Tray c. Fax Machines
b. Key card sets d. Information Rack

II. Read the following case study of Eduardo and then answer the questions below
that follow.

Eduardo de Guzman is a front desk officer at a three-star hotel. His usual travel time every morning
from his house to the hotel is about an hour, so he leaves his house at 6:30 am. Usually, he is already at the
hotel by 7:30 am which gives him 30 minutes of rest time before the start of his front desk duty at 8:00 am.
But instead of resting for the entire period, he takes up only 10 minutes of rest, and spends 20 minutes to
prepare for his work shift. He usually polishes his shoes, combs his hair, and looks at himself in the mirror so
that he can be as presentable as possible. Lastly, he practices his best smile and whispers to himself a
statement that shows his optimistic attitude. By the 7:55 am, he is already at the front desk ready for his
day’s work. He usually logs out by 5:00 PM, but is flexible in doing overtime work when needed. After
work, Eduardo goes to a nearby gym to keep himself physically fit. He avoids smoking and drinking alcohol
 11-12. What characteristics, attributes, lifestyle, skills and traits are evident in
the case study you have read?
13-14. How do you compare your PEC’s to Eduardo De Guzman’s?
15-16. If you were Eduardo de Guzman, would you also allot one hour of
travel time from your house to your place of work? Why or why not?
17-18. Do you agree that employees should come in earlier that their call time to
prepare their tasks beforehand? Explain your answer.
19-20. How can you keep yourself physically fit apart from was mentioned in the case
study?

III. Matching type: Match the descriptions in Column A with the words in Column
B. Write the letter of your answers on the answer sheet provided.

Column A Column B

21. An area where-in-house guests get A. Reservation area

to keep their valuables during their B. Registration desk
stay at the hotel C. Bell desk
22. Area is situated near the front office D. Concierge
where guests can temporarily E. Lobby
leave their things of personal
belongings
23. Area where guests can use equipment F. Guest safety locker
such as fax, telex, internet facility
or photocopier
24. It is the place where reception staff G. Business center
can take or make calls for guests
25. Area where guests can settle all their bills H. Telephone operation
during arranged
26. Area where guests can have their room I. Luggage room
reservation confirmed
27. Entrance hall or area where guests can wait J. Front office cashier’s
28. Area where registration forms are handed K. Layout
over for guests to fill out
29. An extended arm of the front desk L. Lounge
30. Area where guests can get assistance such M. Front office
as dealing with luggage, delivering
messages or making special requests

IV. Layout the ground floor of your own complete front office using the Alphabet
Lines, Signs and Symbols (30 points)
Rubrics:
Rubrics 10 7 5 3
Well-organized Layout is well Layout is Layout is put Layout is
organized and organized well together okay poorly put
easy to but still a little but is difficult together and
understand difficulty to understand very difficult to
understanding understand
Creativity Very creative Shows many Some creative No creation has
creative ideas ideas used been used
Neatness Very neat and Some untidy Many untidy Very careless
tidy Layout errors errors and untidy

V. Answer the following questions below.

Essay:

61-65. What should an entrepreneur consider when determining layout plans

for a front office desk?

66-70. Why is Personal Hygiene important in the front office?

71-75. Why does a front office staff need diplomacy and good
communication skills?
76-80. What do you think does it takes to be a successful entrepreneur in the
hospitality industry?

Prepared by: Ms. Vivien H. Lagliva