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La Consolacion University Philippines

Valenzuela St., Capitol View Park Subdivision, Bulihan, City of Malolos, Bulacan

BASIC EDUCATION DEPARTMENT

S. Y. 2022 - 2023

FINAL EXAMINATION
FRONT OFFICE SERVICES
Housekeeping, Uniformed Services, Accommodations, Reception: Multiple Choice

I. DIRECTIONS: Answer the following questions. Write the letter of the correct answer on the answer sheet.
NO ERASURES (50 points)

1. Sheila’s main jobs is to ensure the cleanliness 6. Allan has been working at Urban Hotel for a long
and condition of the hotel, what kind of job does time he is working and dedicated in his job so,
Sheila have? during his long wait he was promoted, one of his
A. Front Desk main tasks was to supervise the lobby desk. What
B. Bell Attendant kind of position is Allan’s job?
C. Hotel Inspector A. Bell captain
D. General Manager B. Bell boy
C. Senior Bell captain
2. Victor works hard to clean the dirty linens and D. Lobby manager
change, wash and distribute the clean linen and
bed sheets during his duty hours. What kind of job 7. Jake is the front desk attendant he calmly talked
does Victor have? to the angry customer and humbly explain why the
A. Housekeeper Manager customer overcharge the bill. What good behavior
B. Assistant Housekeeper did jake show?
C. Housekeeper A. Knowledge
D. Linen Room Attendants B. Attitudes
C. Skills
3. This department is asked primarily to clean and D. Talent
maintain on a daily basis the areas specifically
assigned to do it. 8. Which are not belong to the responsibilities of a
A. Cleaning Maintenance laundry attendant?
B. Housekeeping Department A. Vacuuming
C. Room Attendant B. Folding
D. Linen Room Attendants C. Sorting
D. Dryers
4. Marie is always installing, cleaning, and
maintaining furniture and appliances to avoid and 9. What are the responsibilities of an assistant
prevent the presence of pests. What kind of job housekeeper?
does Marie have? A. Responsible for Serving food to guest
A. Housekeeping B. Responsible for Standing at the front desk
B. Front Office Services greeting guests.
C. Cleaning Maintenance C. Responsible to hire, training, plan department
D. Linen Room Attendants work schedules
D. Responsible for assigning guests to their room
5. One way of contributing to the profit objectives of
the hotel is through the effective management of 10. How is assistant housekeeper/housekeepers
the operation. Inventory control is an important task maintaining high standards of cleanliness in a
of housekeeping. What statement is correct? room?
A. The first sentence is TRUE, and the second A. Cleans and sanitizes hotel and guestrooms
sentence is FALSE. B. Not replenishing toiletries and towel
B. The first sentence is FALSE, and the second C. Vacuuming guest bed
sentence is FALSE too. D. Leaving trash receptacles unemptied
C. The first sentence is TRUE, and the second
sentence is TRUE too. 11. Mark is a new employee at the Shangri-La Hotel
D. The first sentence is FALSE, and the second as a Bellboy and one of the customers approached
sentence is TRUE. him to clean their room. Where can mark report the
concern?
A. Front desk
B. Inspector
C. Linen Attendant
D. Floor Supervisors
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12. One of Lorraine’s jobs is to keep one or more him because it was his job. What do you think
public spaces area within the hotel premises and to roger's job is?
sure that the area is safe for their customers. What A. Doorman
kind of job does Lorraine have? B. Bell boy
A. Public Area Attendants C. Bell captain
B. Linen Room Attendants D. Housekeeper
C. Supplies Attendant
D. Floor Supervisor 19. Angeline is getting married today and she is
staying in Room 126 at Figaro Hotel in California,
13. Apart from skilled personnel, who will require but she is hungry and she craves to eat potato fries
supplies and equipment in hotel? there are no available potato fries at the hotel. but
A. Front Desk he could not command anything. who do you think
B. Housekeeping will help Angeline so she can eat the potato fries
C. Personnel she wants?
D. Manager A. Doorman
B. Bell boy
14. Bren is in the middle of a vacation with his C. Concierge
family and they are staying in a Radisson Blu Hotel D. Parking Attendant
in America because it is winter season in that
country, but the heater in the comfort room doesn't 20. Bea has created a hotel nearby attraction sites
work and also the telephone doesn’t work. What and destinations which are easy to visit by tourists
kind of complaint do you see based on the and possible guests so it is not surprising that it is
scenario? enjoyed by many. What kind of strategy that Bea
A. Mechanical complaint used?
B. Motor complaint A. Accessibility
C. Technical complaint B. Type of Markets
D. Electrical complaint C. Availability of Competitors
D. Compatibility with Business
15. This area is furnished with seating
arrangements and is a meeting place common to 21. They supervise the lobby desk.
all hotel guests whether residents or not, located A. Bell captain
immediately upon entering into the hotel building. B. Bell boy
A. front desk C. Senior Bell captain
B. lobby desk D. Lobby manager
C. waiting area
D. waiting shed 22. Elmer ensured the success of his airport hotel
because there were a large number of pilots, flight
16. Jake went to Beijing Hotel for his business attendants, and tourists in the area of his hotel.
conference and he needs personnel to ask who can What kind of strategy that Elmer used?
help him to bring his five pieces of luggage on his A. Accessibility
room. Who do you think will help Jake? B. Type of Markets
A. Bell Desk C. Availability of Competitors
B. Bell Captain D. Compatibility with Business
C. Lobby Manager
D. Concierge 23. Jane received a wrong order of food from a
hotel staff, Jane tried to talk to the food attendant
17. Melissa suffers from tinnitus, a painful condition but instead of being sorry he acted rude and mean
that makes it hard to hear the noise. while she was to the customer. Whom can Jane call with this kind
in the middle of a accommodation at the Manila of matter?
Airport Hotel, aside from Melissa some of the A. Bell desk
guests could hear the noise of cars and airplanes B. Bell captain
on the hotel, so she complained at the front desk C. Lobby manager
and she wants to move her room. What kind of D. Concierge
complaint did melissa make?
A. Mechanical complaint 24. This term means "a room, group of rooms or
B. Environment complaint building in which someone may live or stay."
C. Service–related complaint A. Accommodation
D. Unusual complaint B. Apartment
C. Shelter
D. Hotel

25. It is the very basic requirement indicating the

quantity and quality requirements.
18. Marcos asked someone to help him deliver his A. Preparation of The List of Needed Supplies
luggage to his room and Roger immediately helped B. Preparation of The Equipment
C. Preparation of The Quantity and Quality.
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D. Preparation of The Room D. Upon Arrival

26. This is designed specifically to address the 34. Emerlyn checked in at the Shangri-La Hotel
hazard. with her family, she wanted to eat beef steak and
A. Scanty baggage procedure pasta because she was hungry and it was time for
B. Guest departure procedure them to eat because it’s already 7PM. Where in the
C. Guest complaints hotel facility where her family can eat?
D. Addressing guest complaints A. Restaurant
B. Banquet Service
27. As requisitions are made, the person in charge C. Outside Catering Service
of _____ must be aware of the points at which D. Banquet Service
reorders must be made
A. control 35. This is the space provided as a waiting area in
B. room between activities. It is also the entrance hall to the
C. storage accommodation facility.
D. requisitioning A. Entrance
B. Front desk
28. Kenneth arrived at the hotel at 10:AM and he C. Parking Area
had to submit a registration card to the hotel before D. Lobby
the issuance of the room key. Which of the hotel
staff do you think Kenneth can submit the 36. Allan explained well the inclusions of the hotel
registration card? accommodation package to the tourist and he even
A. Lobby manager offered a nicer and more expensive room because
B. Receptionist he knew the guest would be happy and definitely
C. Bell captain feel comfortable. The guest accepts what Allan’s
D. Doorman offer. What kind of strategy does Allan used?
A. Sales and marketing
29. Which of the following relates to the primary B. Bargaining
concerns of the bell captain? C. Purchase
A. Serve Guests D. Unmarketable
B. Creating Schedules
C. Supervises workers 37. Morris is a very famous in a hotel in Italy and is
D. All of the above known for making the most delicious Gelato and
Dolce. Where do you think does Morris prepare a
30. Eugene is a tourist from Bulacan and he has a delicious Gelato and Dolce?
room reservation for the coming week at Ulrica A. Themed Restaurants
Hotel, where do you think Eugene will go to check B. Bistros
in during arrival stage and where will he depart? C. Bakeries
A. Front Desk D. Cafeteria
B. Lobby
C. Room Service 38. Marga is about to finish her secondary
D. Bar or lounge education this year in her province and because of
her talent and academic skills she got a scholarship
31. Jolina is getting married today so it was to the good school in Manila, but the said
expected that her room at Ulrica Hotel became scholarship does not include where she will stay
messy due to the number of her guest during while she studies. In what kind of Accommodation
prenup. Who among the hotel staff can help Jolina can Marga can save money?
to clean the room? A. Hotels
A. Housekeepers B. Dormitory
B. Front Desk C. Boutique hotels
C. Kitchen Department D. Homestays
D. Room Service
39. This term means "a room, group of rooms or
32. Makati Shangri-La is the most significant, building in which someone may live or stay."
visible, and recognizable of all the types of A. Accommodation
accommodation in the Philippines. What kind of B. Apartment
Accommodation is Shangri-La? C. Shelter
A. Resort D. Hotel
B. Motels
C. Restaurant
D. Hotels 40. What is the advantage of self-catering
33. When did the guest surrender the key to the accommodation?
rented rooms? A. Always cheaper alternative
A. During Staying B. Don't have choices for own food
B. During Check out C. It is not similar to a home
C. During Check-in D. It does not fit a budget
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thought her breakfast was free and it was included

41. It is sometimes called “meditel” in what she paid for but the front desk officer looked
A. Media Accommodation again to her receipts to check what is the concerns
B. Medical Accommodation the front desk officer found out that Ariel’s room
C. Meditation Accommodation accommodation plan was?
D. Medicine Accommodation A. Continental Plan
B. American Plan
42.Jerald is Allocentric tourist, he goes to different C. Modified American Plan
places almost every week, he prefers to travel D. European Plan
alone but he doesn’t like to check in at a hotel
because he is more comfortable sleeping and 47. It is a keyless lock system.
staying in his car. What kind of Accommodation A. High-technology key system
would suit to Jerald? B. Mechanical system
A. Caravan or Camper Van C. Electronic key system
B. Camping Tent D. Manual key system
C. Caravan House
D. Motel 48. Christian made a reservation and was expected
to arrive today at the Alorica Hotel but because in
43. Refers to the act of receiving or of being the middle of his trip he had an car accident and he
received. did not arrive at the hotel on his day of reservation.
A. Receiving What kind of guest is Christian?
B. Reception A. No-show guests
C. Welcoming B. Overstaying guest
D. Assigning room C. Early departure guest
D. Unforeseen guest
44. The traditional method of registering guests.
A. Registration book 49. Rooms may be categorized according to the
B. Electronical Registration following criteria.
C. Log sheet A. Occupancy, Configuration, Designation
D. Manual Typing B. Accommodation, Design, Season
C. Season, Accommodation. Occupancy
45. Refers to the process wherein the hotel D. Design, Occupancy, Configuration
identifies and allocates an available room from a
room category specifically required by the guest. 50. This is the smallest room in the suite
A. Room Personnel configuration. It has better amenities than the
B. Room Rates regular rooms, and such as, it is priced higher than
C. Assigning A Room the other suite.
D. Room Assistant A. Single Suite
B. Duplex Suite
46. Ariel checked in at the Dunhill Hotel and she C. Presidential Suite
got angry at the front desk officer because she was D. Junior Suite

“Be honest even if others are not, even if others cannot, and even if others will not.”

Prepared by:

Mr. Leonardo Flores

TVL- FOS – Teacher

Approved by:

Ms. Diana Carlyn M. Felix

Subject Area Coordinator- TLE and MAPEH
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