KOLEJ APIIC ACADEMY

NO B1-19-3 SPACE U8,

BUKIT JELUTONG,
40150 SHAH ALAM, SELANGOR
NO TEL :03-5039 0971 FAX NO :03-5039 0972

PENILAIAN PENGETAHUAN
(KNOWLEDGE ASSESSMENT)

KOD UNIT KOMPETENSI /

HT-110-3:2011 GUEST SERVICES OPERATION
COMPETENCY UNIT CODE
TAJUK UNIT
KOMPETENSI/COMPETENCY C03: GUEST RELATION ACTIVITIES HANDLING
UNIT TITLE
NO. KOD / CODE NO. HT-110-3:2011/C03/KA(1/1)
NAMA CALON/CANDIDATES
NAME
NO KAD PENGENALAN/NRIC
NO.

MASA/TIME

TARIKH/DATE

KEPUTUSAN PENILAIAN / ASSESSMENT RESULT

TERAMPIL / BELUM TERAMPIL
MARKAH / SCORE: %
COMPETENT / NOT COMPETENT
ULASAN PEGAWAI PENILAI / ASSESSORCOMMENT:

Tandatangan Pegawai Penilai /

Tarikh / Date :
Assessors Signature

Nama / Name :
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Arahan kepada calon/Instruction to candidate:
1. Tuliskan nama dan nombor kad pengenalan anda pada ruangan yang disediakan.
2. Calon tidak dibenarkan membuka kertas soalan sehingga dibenarkan.
2. Sila jawab semua soalan.
3. Dilarang membawa nota dan sebarang bahan rujukan kecuali yang dibenarkan.
4. Dilarang meniru semasa penilaian.
5. Dilarang membawa keluar kertas soalan.

KERTAS PENILAIAN INI MENGANDUNGI 12 MUKASURAT BERCETAK

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ARAHAN KEPADA CALON
1. Set soalan ini mengandungi lima (5) halaman bercetak.
2. Tulis Nama, No. Kad Pengenalan dan Tarikh Penilaian di muka hadapan
kertas soalan.
3. Kertas soalan ini mengandungi :

Bahagian A (Objektif)
Mengandungi 10 soalan - 10 markah

Bahagian B (Betul / Salah)

Mengandungi 10 soalan - 10 markah

Bahagian C (Jawapan Pendek)

Mengandungi 4 soalan - 20 markah

Bahagian D (Soalan Esei)

Mengandungi 3 soalan - 20 markah

4. Semua jawapan hendaklah ditulis di dalam ruangan yang disediakan.

5. Sekiranya ruangan jawapan tidak mencukupi, anda boleh meminta kertas tambahan
daripada Pengawas/Pemeriksa.
6. Guna pen mata bola untuk menulis jawapan.
7. Anda tidak dibenarkan meniru atau membawa sebarang nota-nota berkaitan.
8. Kembalikan kertas soalan dan kertas tambahan jawapan kepada
9. Pengawas/ Pemeriksa di akhir penilaian.
10. Sila rujuk kepada Pengawas/Pemeriksa sekiranya ada sebarang masalah.

SELAMAT MENJAWAB

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BAHAGIAN A (SOALAN OBJEKTIF)

Jawab semua soalan di bawah

SECTION A: MULTIPLE CHOICE

Circle with the correct answer.

1. What is the 2 (two) types of settlement?

A. Company account and corporate account
B. Personnal account and company account
C. Governmnet account and corporate account
D. Personnal account and government account

2. How do a guest pay the bill on their departure?

A. Using loan
B. Using cash-local
C. Using member card
D. Lend from other traveller

3. What is the cheque that issued by manager bank and financial institution in
differencet currencies and in fixed denominations?
A. Private cheque
B. Member cheque
C. Travellers cheque
D. Company cheque

4. Which are NOT types of guest complimentary in hotel?

A. Room stay and meal voucher
B. Fruit baskets and turn down services
C. Full set meal and room accomodation

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D. Flower arrangements and decorations

5. What is the better guest relation skills below that guest service operation should
practise?
A. Monopolize a conversation with the guest.
B. Interrupt the guest when want to say something.
C. Be over sensitive to show you are really care to the guest.
D. Be the first to smile and greet the guest warmly and friendly.

6. Which are NOT example of credit cards that are accepted by the hotel?
A. Master card
B. China Credit Card
C. Diners Club International
D. American express (AMEX)

7. In the hotel, who should be notice about the current exchange rates?
A. Account department
B. Front office department
C. Human resources department
D. Food and beverages department

8. Which are NOT types of guest charges?

A. Mini bar
B. Laundry
C. Business centre
D. Free complimentry

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9. Why is particularly important to issue a receipt to a guest?

A. To make sure guest received the product or service in the hotel.
B. To make sure guest have another record or softcopy of a receipt.
C. To make sure guest have another evidence that they are stay at the hotel.
D. To make sure guest satisfied with the product or service provided by the hotel.

10. Which are NOT the types of workflow of guest relation activities?
A. Update daily reservation record.
B. Determine existing guest profile
C. Collaborate with other department
D. Effectiveness guest relation activities

[10 MARKS]

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BAHAGIAN B (SOALAN BETUL / SALAH)

Circle in space true or false for the answer to each question below.

i. Miscellaneous charges is an extra charges charged by front office due T F

to the guest consumption.

ii. Paid out is the amount for guests payment of guest deposit during T F
check in.

iii. The hotels no need to observe currency regulation because it may

change daily or even hourly. T F

iv. Receptionist should use they own money to give change for the guest T F
who make payment.

v. Travel agent voucher arise when the guest pay with as the agency for
T F
his food and accommodation in advance.

vi. Guest service staff especially those are the front desk must take note
with the hotel rules and practise it. T F

vii. Request for deposit slip is important to verify whether the guest is
paying the deposit upon check in to make sure it is correct. T F

T F
viii. Guest must agree to sign the account on check out folio to ensure that
the establishmnet gets reimbursed or incentives by the company.

ix. The term SERVICE is a much brought one and a good guest relation T F
is a very important part of it.

x. A charge for using hotel facilities is one of the types for complimentary.
T F

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(10 Markah)

SECTION C: SHORT QUESTION AND ANSWERS

Fill in the blank with the correct answer

1. State (2) types of filling that be used in hotel line.

I.
II.

2. State the definition of the terminology of SERVICE below.

I. S - Sincerity

..

II. E - Enthusiasm

III. R - Respect

IV. V - Visual

V. I - Information

VI. C Courtesy

..

VII. E Eagerness

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3. State (4) four main functions of the guest service staff report.

I.
II. ....
III.
IV.

4. State (4) four guest details that receptionist should fill up.
I.
II. ....
III.
IV.

5. State (3) three format of reports should be staff practise.

I.
II. ....
III.

(20 Markah)

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BAHAGIAN B (SOALAN SUBJEKTIF)

Jawab semua soalan di bawah

SECTION B: ESSAY
Answer the following question

A. Explain the purpose of log book.

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B. Explain the technique of filling up log book.

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(20 Markah)

ASSESSORS REMARK :

Date :

Assessors Signature
Name :

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