Hospitality-front Office Associate (Nos/Qp)

50 Questions | Total Attempts: 4878

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Hospitality-front Office Associate (Nos/Qp)


Questions and Answers
  • 1. 
    Which department receives orders to deliver food and beverages to the guests' rooms?
    • A. 

      Housekeeping

    • B. 

      Front Office

    • C. 

      Room Service

    • D. 

      Food and Beverage

  • 2. 
    • A. 

      Folios

    • B. 

      ledgers

    • C. 

      Guest accounts

    • D. 

      Vouchers

  • 3. 
    If a hotel accepts more bookings than the hotel can accommodate for a particular period, it is known as:
    • A. 

      occupation.

    • B. 

      Upselling

    • C. 

      Overbooking.

    • D. 

      Reservations.

  • 4. 
    HRACC stand for.....
    • A. 

      Hostel & Reservation Association Classification Counter

    • B. 

      Hotel & Reservation Association Classification Counter

    • C. 

      Hostel & Restaurant Association Classification Committee

    • D. 

      Hotel & Restaurant Approval Classification Committee

  • 5. 
    Which of the following things should make guest comfortable...?
    • A. 

      Asking personal questions

    • B. 

      Laughing at Guest 

    • C. 

      Staring at guest

    • D. 

      Talking with smile.

  • 6. 
    What should be considered while checking for availability of room?
    • A. 

      Your personal relations with guest  

    • B. 

      Guest request.  

    • C. 

      Behavior of guest

    • D. 

      None of the above

  • 7. 
    Which of the following things are required for completing the registration details?
    • A. 

      Tariff Details        

    • B. 

      Meal plan or Payment Method   

    • C. 

      Room type    

    • D. 

      All of the above

  • 8. 
    Late Night registrations must be handled according to __________________  
    • A. 

      Your mood

    • B. 

      Customer mood

    • C. 

      Anyway you want

    • D. 

      Company policy

  • 9. 
    Before allotting a room, which of the following things you must do?
    • A. 

      Cross check the details with guest  

    • B. 

      Build personal relationship

    • C. 

      Take tip from the guest

    • D. 

      Both A & B

  • 10. 
    If preferred room is not available then, what are you suppose to do?
    • A. 

      Ask the guest to leave 

    • B. 

      Tell them about better hotels

    • C. 

      Allot alternative room

    • D. 

      None of the above

  • 11. 
    How much discount should be given to the customer?
    • A. 

      Any amount that you want  

    • B. 

      According to wish

    • C. 

      More than what they have asked for

    • D. 

      Minimal amount.

  • 12. 
    Which of the following things are expected from good Front Office Associate__________?
    • A. 

      Knowledge of organizational procedures

    • B. 

      Convincing guest to stay in hotel

    • C. 

      Both A&B         

    • D. 

      None of the above

  • 13. 
    What should you must do with guest during check in?
    • A. 

      Ask personal questions  

    • B. 

      Tell them your story 

    • C. 

      Ask for tip

    • D. 

      Ask for any requirement

  • 14. 
    Which of the following things will ensure that guest are satisfied all the time?
    • A. 

      Guest should be attended at every instance of their request

    • B. 

      Guest should be assisted on their every query

    • C. 

      Guest should be ignored when you are not in mood to interact

    • D. 

      Both A & B

  • 15. 
    What must be insured in all of the invoices?
    • A. 

      Everything is priced heavily

    • B. 

      No discount is provided

    • C. 

      Guest signature is present

    • D. 

      All of the above

  • 16. 
    Which of the following statement is true in regards to invoice?
    • A. 

      You must ask for tip before you present the invoice     

    • B. 

      Heavy discount should be provided

    • C. 

      Payment should be made without informing the guest 

    • D. 

      Bill should be correct and updated

  • 17. 
    A good Front Office Associate (FOA) should understand which of the following thing:-
    • A. 

      Company's targets

    • B. 

      Importance of punctuality 

    • C. 

      Work output requirements  

    • D. 

      All of the above.

  • 18. 
    How can you provide appropriate product and services to customer?
    • A. 

      By understanding customer expectations.

    • B. 

      By asking too many personal questions

    • C. 

      By going against company's policies

    • D. 

      All of above

  • 19. 
    Which of the following things is important for proper work flow?
    • A. 

      Trust between colleagues

    • B. 

      showing respect to your colleagues

    • C. 

      Supporting your colleagues 

    • D. 

      All of the above.

  • 20. 
    How should you communicate with your Guests?  
    • A. 

      Rudely    

    • B. 

      As per your mood      

    • C. 

      Politely

    • D. 

      None of the above

  • 21. 
    Which of the following things could help you to excel at your job
    • A. 

      Honesty

    • B. 

      Transparency with customer

    • C. 

      Both A & B

    • D. 

      None of the above

  • 22. 
    While engaging with customer what should be done
    • A. 

      Smiling while talking

    • B. 

      Intruding customer privacy

    • C. 

      Treating each customer with respect

    • D. 

      None of the above

  • 23. 
    How items or various products should be stacked?
    • A. 

      Anyway you like it

    • B. 

      In disorganized manner

    • C. 

      In organized manner

    • D. 

      None of the above

  • 24. 
    What is the benefit of learning foreign language
    • A. 

      You can abuse foreign customer

    • B. 

      You can say anything to your supervisor

    • C. 

      Better interaction with foreign customer

    • D. 

      All of Above

  • 25. 
    A guest who checks In with no luggage or hand bag called _______
    • A. 

      CVGR

    • B. 

      VVIP

    • C. 

      Scanty Baggage

    • D. 

      No SHow

  • 26. 
    Total room sales divided by the number of rooms sold represents________
    • A. 

      Rack Rate

    • B. 

      Average Daily Rate (ADR)

    • C. 

      Room Occupancy %age

    • D. 

      All of Above

  • 27. 
    At Check-In time; a confirmed reservation guest is requested to complete_________?
    • A. 

      A Reservation Form

    • B. 

      A Booking Form

    • C. 

      A Registration Form

    • D. 

      A Feedback Form

  • 28. 
    ___________ is room rate where approximate 25% extra charged to guest on Rack Rate. (this policy may vary from Hotel to Hotel.)
    • A. 

      Extra Bed Rate

    • B. 

      Rack Rate

    • C. 

      Day Rate

    • D. 

      Non of above

  • 29. 
    American plan is also called__________
    • A. 

      Half board

    • B. 

      Full Board

    • C. 

      Dux pension

    • D. 

      All of Above

  • 30. 
    Which one of the following would authorize the payment of refunds to guests?
    • A. 

      Front Office Supervisor

    • B. 

      Duty Manager

    • C. 

      Night Porter

    • D. 

      Front Office Manager

  • 31. 
    The meaning of "CABANA" is _____________
    • A. 

      A room type is mainly designed for disabled guests

    • B. 

      A room is always adjoining to the swimming pool or have a private pool attached to the room

    • C. 

      A room that is fitted with a sofa bed or a Murphy bed

    • D. 

      A room that can accommodate two persons with two twin beds

  • 32. 
    Guest Cycle - which one is correct sequence in below options?
    • A. 

      Registration ------ Checked -In ------- Reservation -------- Checked Out

    • B. 

      Reservation ------ Checked -In ------- Registration -------- Checked Out

    • C. 

      Reservation ------ Checked Out ------- Registration -------- Checked In

    • D. 

      Reservation ------ Registration ------- Checked -In -------- Checked Out

  • 33. 
    While dealing with Guest - Always greet each guest with a smile in your voice as well as your face_________?
    • A. 

      False

    • B. 

      True

    • C. 

      Partial Correct & partial in-correct

    • D. 

      I don't know

  • 34. 
    PMS stand for ___________?
    • A. 

      Product Monitoring System

    • B. 

      People Management Software

    • C. 

      Property Management System

    • D. 

      People Monitoring System

  • 35. 
    When making a reservation, you should do all of the following, EXCEPT:
    • A. 

      Qualify the dates

    • B. 

      If dates are not available, provide alternative dates or alternative hotels

    • C. 

      When giving rate quotes, include a description of room types and amenities

    • D. 

      Ask personal questions as much as you can

  • 36. 
    Guests expected to check out on a given day who have not yet done so. → Sleeper
    • A. 

      True

    • B. 

      False

    • C. 

      No Idea

    • D. 

      May be correct

  • 37. 
    House Limit means_______________
    • A. 

      A guest credit limit established by the airport authority

    • B. 

      A guest credit limit established by the credit card company

    • C. 

      A guest credit limit established by the hotel

    • D. 

      All of Above

  • 38. 
    A billing arrangement under which room charges include the guest room and all three meals; also called full pension or __________________
    • A. 

      Continental Plan

    • B. 

      Modified American Plan

    • C. 

      English Plan

    • D. 

      American Plan

  • 39. 
    • A. 

      Service

    • B. 

      Meeting the anticipation needs of our guests with kindness and goodwill

    • C. 

      Businesses that provide services to people who are traveling

    • D. 

      A special room that is used to serve refreshments to groups of people

  • 40. 
    To be a good employee in the hospitality industry you need _______________ skills to be able to deal with guests and customers, to get along with others, and to be a good team player.
    • A. 

      Interpersonal Skills

    • B. 

      Accountability Skills

    • C. 

      Only a & b

    • D. 

      None of above

  • 41. 
    A guest walks up to the front desk of the hotel and asks for a recommendation for a good place to eat. Which is the best way to respond to your guest?
    • A. 

      Tell your guest that is the concierge’s job and she not working that day

    • B. 

      Direct your guest to the restaurant your friend owns

    • C. 

      Tell your guest you are new in town and don’t know the restaurants

    • D. 

      Ask your guest what type of food they like and offer them nearby restaurants to choose from

  • 42. 
    To present a professional image of the company a receptionist should ________
    • A. 

      Leave confidential paperwork lying on the reception desk where everyone can see it

    • B. 

      Be calm and polite at all times, and deal with all of their enquiries in a professional and courteous manner. 

    • C. 

      Point out to visitors any shortcomings in their dress style.

    • D. 

      Have pointless and casual conversations about the weather with all visitors.

  • 43. 
    Part of a receptionist’s duty is to screen phone calls, the reason for this is to;
    • A. 

      Have casual conversations with the caller.

    • B. 

      Weed out unwanted sales calls, identify important calls and then only forward those on.

    • C. 

      Find out the number of the person calling, so you can call them back later.

    • D. 

      Get rid of all callers as fast as they can.

  • 44. 
    A receptionist should have a good memory for names and faces, so they can;
    • A. 

      Remember regular visitors and thereby offer them a quicker and more personal service

    • B. 

      Write letters more professionally

    • C. 

      Use computer equipment more effectively

    • D. 

      Opportunity to learn a new office equipment.

  • 45. 
    S.O.P. stands for ________________
    • A. 

      Self Operating Procedure

    • B. 

      Service Operator Process

    • C. 

      Standard Operating Procedure

    • D. 

      All of above

  • 46. 
    Which of the following is not the type of folio?
    • A. 

      Master Folio

    • B. 

      Guest Folio

    • C. 

      Employee Folio

    • D. 

      Incidental Report

  • 47. 
    C’ Form is submitted to __________.
    • A. 

      HRACC

    • B. 

      FHRAI

    • C. 

      FRRO

    • D. 

      HAI

  • 48. 
    Who takes care of complaint handling ___________.
    • A. 

      Travel desk

    • B. 

      Receptionist

    • C. 

      GRE

    • D. 

      Both b & c

  • 49. 
    In a large full-service hotel, the Front Office Manager (FOM) reports to the_______  
    • A. 

      General Manager (GM)

    • B. 

      Chief engineer

    • C. 

      Room Division Manager (RDM)

    • D. 

      Security Director

  • 50. 
    Mr. X checks into room 207 for a one-night stay. Early the next morning, Mr. X leaves the hotel without paying the bill. When checking the 4 P.M. housekeeping report, the front desk finds room 207 listed as vacant and ready for sale and realizes that the guest was a_______
    • A. 

      Due out

    • B. 

      Sleeper

    • C. 

      Skipper

    • D. 

      Sleep out