ORAL QUESTIONING

1. **What is Front Office?**

- The front office in a hotel or similar establishment is the area where guests interact with
hotel staff and receive various services. It includes the reception desk, concierge, bell desk,
and other guest-facing areas. The front office plays a crucial role in guest check-in, check-out,
reservations, inquiries, and providing information and assistance.

2. **Functions of Night Auditor (At least 3):**

- **Account Reconciliation:** The night auditor reconciles the day's financial transactions,
including room charges, payments, and other revenue sources, to ensure accuracy.

- **Guest Check-In/Out:** They may handle late-night check-ins or early-morning check-

outs for guests arriving or departing during non-standard hours.

- **Report Generation:** Night auditors generate various reports, such as the daily
revenue report and occupancy statistics, which are vital for managerial decision-making.

3. **Resolving Long Queues at Front Desk:**

- **Online Check-In:** Encouraging guests to check in online before their arrival can reduce
the need for lengthy check-in queues.

- **Multiple Check-In Stations:** Hotels can have multiple check-in stations with staff available
during peak periods to expedite the process.

- **Express Check-Out:** Offering express check-out options, where guests settle their
bills electronically without visiting the front desk, cannot also alleviate queues.

4. **Preventing Late Check-Out (At least 3):**

- **Late Check-Out Fee:** Charge an additional fee for late check-outs to discourage
guests from overstaying.

- **Limited Availability:** Communicate limited availability for late check-outs in advance to

manage guest expectations.

- **Guest Notifications:** Remind guests of the standard check-out time via messages or calls
the night before departure.

5. **Processing Bill to Company:**

- The hotel should have a corporate billing process in place.

- Obtain an official authorization or purchase order from the company.

 - Include the company's billing details, such as address and contact information, on the invoice.

6. **Handling Travel Agent Voucher:**

- Verify the authenticity of the voucher.

- Cross-reference the voucher with the reservation details.

- Process the voucher according to the terms and conditions specified by the travel agent.

7. **Handling Credit Card Payment:**

- Swipe the guest's credit card through a card reader.

- Obtain authorization for the payment amount.

- Secure the guest's signature for the transaction.

8. **Settling Travel Cheque Payment:**

- Verify the validity of the travel cheque.

- Accept the travel cheque as payment for the guest's charges.

- Record the cheque details and process it for settlement.

9. **Accommodating Payment Using Foreign Currency:**

- Check the current exchange rate and ensure it is competitive.

- Accept foreign currency for payment, provide change if necessary, or process the
payment electronically.

- Issue a receipt indicating the amount in both foreign currency and the local currency.

10. **Front Desk Tasks Before Guest Check-Out:**

- Verify the guest's account for any outstanding charges.

- Prepare the final bill/folio with all charges listed.

- Coordinate with housekeeping to confirm room status.

11. **Presenting the Bill/Folio to the Guest:**

- The bill or folio is typically presented to the guest in a folder or envelope.

- It should be handed over politely and discreetly, ensuring the guest's privacy.

12. **Preparations Before Presenting the Guest Folio:**

 - Verify all charges and payments for accuracy.

- Ensure that the bill is neatly organized and easy to understand.

- Review the bill for any discounts, promotions, or special requests.

13. **Number of IDs Requested During Check-In:**

- Generally, one government-issued photo ID, such as a passport or driver's license,

is requested from the guest during check-in.

14. **Details to Be Reconfirmed by the Guest on Registration Card During Check-In:**

- Guest's full name

- Contact information (phone number and email)

- Special requests (if any)

- Agreement to hotel policies and terms and conditions

15. **Handling a Noisy Guestroom:**

- Politely address the issue with the noisy guest if safe to do so.

- Offer to change the guest to a quieter room if available.

- If the noise continues, consider involving security or management.

16. **What to Do If a Guest Lost His Luggage:**

- Offer assistance in contacting the airline or transportation provider if the luggage was lost in
transit.

- Provide a Lost and Found report if the luggage was lost within the hotel.

17. **Considerations While Riding an Elevator:**

- Hold the elevator door for others.

- Allow guests to exit before entering.

- Use the elevator for its intended purpose, and do not overcrowd it.

18. **Assisting Guests with Luggage:**

- Offer to help carry or transport luggage to the guest's room.

- Use proper lifting techniques to avoid injury.

19. **Arranging/Handling Guest Luggage on the Trolley:**

- Place heavier items on the bottom and lighter items on top.

- Secure luggage properly to prevent it from falling during transportation.

20. **Conducting Guest Rooming:**

- Accompany the guest to their room.

- Verify that the room is clean and all amenities are in working order.

- Explain room features and services.

21. **Greeting the Guest:**

- Greet the guest with a warm and friendly welcome.

- Use polite language and maintain eye contact.

- Offer assistance and ask how you can make their stay more comfortable.

22. **Additional Services Offered During Check-In:**

- Providing information on hotel amenities and services.

- Assisting with restaurant reservations or tour bookings.

- Offering wake-up call requests.

23. **Handling a Visitor at Night (Guest Comes Home with a Joiner):**

- Verify the visitor's identity and purpose of the visit.

- Ensure that the visitor complies with hotel policies and security procedures.

- Charge any additional guest fees if applicable.

24. **Handling Guest Visitor:**

- Register the visitor at the front desk.

- Issue a visitor pass or access card if required.

- Escort the visitor to the guest's room if requested.

25. **Products an FO Agent Should Know:**

 - Knowledge of room types and rates.

- Familiarity with hotel facilities, services, and promotions.

- Awareness of local attractions and transportation options.

26. **Information to Ask During Reservation Process:**

- Guest's name and contact details.

- Desired check-in and check-out dates.

- Room preferences and any special requests.

27. **Importance of Greeting the Guest:**

- Greeting sets a positive tone for the guest's experience.

- It makes the guest feel welcome and valued.

- Greeting can help establish a rapport and provide an opportunity to offer assistance.

**How to Greet the Guest:**

- Smile and make eye contact.

- Use a friendly and professional tone.

- Offer a welcoming statement, such as "Good [morning/afternoon/evening], welcome to [hotel

name]. How may I assist you today?"

28. **When to Pick Up the Phone:**

- Hotel staff, including front desk agents, should pick up the phone promptly whenever it rings
during their working hours.

- Calls should be answered within a few rings to provide efficient and responsive guest service.

29. **Meaning of WAITLIST:**

- A waitlist in the context of hotel reservations refers to a list of guests who have requested a
booking for a specific date or room type that is currently fully booked or unavailable.

- When rooms become available due to cancellations or changes, guests on the waitlist
are contacted in the order they were added to the list and offered the opportunity to book the
desired accommodations.

- Waitlists are commonly used to manage reservations during peak seasons or high-demand
periods to maximize room occupancy.
30. **Task of Valet Parker:**

- The task of a valet parker is to assist guests with parking their vehicles. This includes safely
parking and retrieving guests' cars, ensuring the security of the vehicles, and providing a high
level of customer service.

31. **Meaning of "Share With":**

- "Share with" typically refers to sharing something, such as a room, with another person. In
the context of hotel reservations, it indicates that two or more guests will be sharing the same
room or accommodation.

32. **Room Blocking:**

- Room blocking is the process of reserving a group of hotel rooms for a specific purpose,
such as accommodating a tour group, conference attendees, or wedding guests. These rooms
are set aside or "blocked" to ensure they are available for the designated group.

33. **Meaning of "Roaster":**

- In the hotel industry, "roaster" is not a common term. It may be a typographical error or a
specific term used in a particular context. Without additional context, it's challenging to provide
a precise definition.

34. **Meaning of "Paid Out":**

- "Paid out" refers to a financial transaction in which the hotel provides cash to a guest or staff
member for expenses that are not part of the standard billing process. This might include
reimbursing a guest for a taxi fare or providing a cash advance to an employee.

35. **Meaning of "In House":**

- "In house" typically refers to guests who are currently staying at the hotel. When a guest is
"in house," it means they have checked in but have not yet checked out.

36. **Hospitality Room:**

- A hospitality room is a special room or area within a hotel set up to provide a welcoming and
comfortable space for hosting events, meetings, or gatherings. It is often used for functions
related to conferences, weddings, or other group events.

37. **FOC (Free of Charge):**

- FOC stands for "Free of Charge." It indicates that a particular service, item, or benefit
is provided to the guest without any additional cost.

38. **Phonetic Spelling for "Soairse Wallis":**

 - Phonetic spelling: "Sor-sha Wall-is."

39. **Phonetic Spelling for "Quven":**

- Phonetic spelling: "Kweh-ven."

40. **How to Handle VIP Guest:**

- VIP guests should receive special attention and personalized service.

- Anticipate their needs and preferences.

- Ensure a smooth and expedited check-in process.

- Offer upgrades and amenities when appropriate.

- Provide access to exclusive facilities or services.

- Address any requests or concerns promptly and discreetly.

41. **How to Resolve/Address Guest Complaint:**

- Listen actively and empathetically to the guest's concern.

- Apologize for any inconveniences.

- Take immediate action to address the issue or involve relevant staff.

- Offer appropriate compensation or solutions.

- Follow up with the guest to ensure satisfaction.

42. **Travel Cheque:**

- A travel cheque, also known as a traveler's cheque, is a preprinted, fixed-amount check

issued by financial institutions and designed for travelers. Travel cheques are a secure and
convenient form of payment because they can be replaced if lost or stolen. Travelers can
use them as a substitute for cash in various locations, including hotels, restaurants, and
shops.

43. **Forms Used in Hotel Reservation:**

- Common forms used in hotel reservations include:

1. Reservation Request Form: Completed by guests to request room reservations.

2. Group Booking Form: Used for reserving multiple rooms for a group or event.

3. Reservation Confirmation Form: Sent to guests to confirm their reservation details.

4. Cancellation Form: Allows guests to cancel their reservations.

 5. Modification Request Form: Used for making changes to existing reservations.

44. **Central Reservation System (CRS):**

- A Central Reservation System is a computerized platform used by hotels and hotel chains
to manage and distribute room inventory and rates to various distribution channels, including
online travel agencies (OTAs), travel agents, and the hotel's website. It helps optimize room
occupancy and revenue.

45. **No Show:**

- A "No Show" refers to a guest who has made a reservation but does not arrive at the hotel
on the scheduled check-in date and time, nor does the guest cancel the reservation in advance.
Hotels often charge a fee for No Show reservations.

46. **FIT (Free Independent Traveler):**

- FIT refers to individual travelers or small groups who plan and book their travel
independently, without the assistance of a tour operator or group organizer. FIT travelers create
their own itineraries and make individual bookings for accommodations, transportation, and
activities.

47. **Confirmation Number:**

- A confirmation number is a unique alphanumeric code provided to guests when they make a
reservation. It serves as proof of the reservation and is used for reference when checking in or
modifying a booking.

48. **Guaranteed Reservation:**

- A guaranteed reservation is a booking that is secured by a form of payment, such as a

credit card. Hotels are obligated to hold the room for the guest, even if they arrive late, as long
as the reservation is guaranteed.

49. **Availability Board:**

- An availability board is a tool used by hotels to track the status of room availability. It
provides a visual display of the occupancy of rooms, helping staff manage reservations and
room assignments efficiently.

50. **Overbooking:**

- Overbooking occurs when a hotel accepts more reservations than the number of available
rooms. This practice is based on the expectation that some guests may cancel or not show up.
However, if all guests arrive, it can lead to a challenging situation that requires relocation or
compensation.

51. **Start of Shift as Front Office Agent:**

 - Review any updates or announcements from the previous shift.

- Ensure that the front desk area is clean and organized.

- Check the reservations and arrivals list for the day.

- Verify the status of rooms (clean, vacant, occupied).

- Ensure all necessary supplies and equipment are available.

- Greet colleagues and prepare to assist arriving guests.

52. **Two Popular Property Management Systems (PMS):**

- Two widely used PMS in the hotel industry are Opera by Oracle Hospitality and Maestro
PMS. These systems help hotels manage reservations, guest check-ins, billing, and other front
office operations.

53. **Guest Left an Item in the Hotel:**

- Secure the item and log it in the lost and found.

- Record details of the item, including its description and where it was found.

- Contact the guest (if possible) to inform them about the lost item.

- Keep the item in a secure location until it is claimed by the guest.

54. **Sources of Reservations (At least 4):**

- Online Travel Agencies (OTAs)

- Hotel's Official Website

- Travel Agents

- Phone Reservations

- Corporate Accounts

- Group Bookings

- Walk-in Guests

55. **Computer Systems Used in the Hotel:**

- Property Management System (PMS): Manages reservations, check-ins, and billing.

- Central Reservation System (CRS): Distributes room inventory to various booking channels.

- Point of Sale (POS) System: Handles restaurant and retail transactions.

- Customer Relationship Management (CRM) System: Manages guest data and preferences.

- Revenue Management System: Optimizes pricing and revenue strategies.