Front Office Operations
Which form of top-down communication would be most suitable for the Rainbow Golf Resort to achieve its objectives?
Q1. To create a professional image and to make guest comfortable about the staff members is a factor of______
An attentive manner
Use of guest‟s names
Q2. A small booklet which has the guest‟s name, room number and room rate is_______
Room status board
Q3. Clear is a sign of_______
Room vacant and ready
Room vacant but not ready
Q4. Which of the following is not a part of „Property Management System‟?
Q5. Arrange the following as procedure for payment by credit card:
Ask the client to sign the audit roll (retain the card)
Obtain the card from the client
iii. Check that the signatures on the card and the voucher agree.
Swipe the card through the machine.
i, ii, iii, iv
ii, iv, i, iii
ii, iii ,i, iv
d iv, ii, iii, i
Q6. When the interest and desire is converted into booking or enquiry it is a result of:
Q7. Providing an individual „PIN‟ number to the customer by the hotel authority is a feature of:
Message waiting facility
Access to hotel services
Q8. Cheques help in controlling frauds in the hotels.
c .Foreign cheques
Q9. Which of the following is not included in the task performed mainly at the reception?
Q10. Chart is very time consuming to be up-dated and its errors results in lower occupancy.
Density reservation chart
Q1. Differentiate between the organizational structure of „Small and Medium sized hotels‟.
Q2. State the main ways in which fire can be prevented in a hotel.
Q3. List the main methods of „Non-verbal communication‟.
Q4. Write a short note on „Inside Availability‟.
Q5. Do you feel it was necessary for mike to commission a consultant‟s report on the Benson? Why or why not? How would you have approached the situation?
Q6. Identify and propose solutions for the supervisory challenges in the kitchen and dining areas of the „Benson Hotel‟.
Q7. Identify and describe four short-term operational strategies Ken should implement immediately at the Rainbow Golf Resort.
Q8. Which form of top-down communication would be most suitable for the Rainbow Golf Resort to achieve its objectives?
Q9. Explain how the hotel receptionist can contribute to customer satisfaction?
Q10. Discuss the methods of payments in a hotel.
Q11. Discuss about the main principles of “Hotel Billing”.
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