Hospitality-front Office Associate (Nos/Qp)
Settings
- 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
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