BHSM /Sem-1 /HPM-103

FRONT OFFICE OPERATION

SEMESTER- 1
[Time: 3 Hours] [Full Marks: 70]
GROUP- A
(Multiple Choice type Questions)

1. Choose the correct alternatives for the following : ( 10 x1 = 10)

i) ______________ is one of the functions of the reservation section of

front office

a) Paging b) Amendment of booking

b) Registration d) Mail handling

ii) WELCOM GROUP is the hotel division of

a) India Tourism Company Ltd b) I T C Ltd

c) ITDC d) None of these

iii) A set of two rooms (one bed room and one sitting room) is termed as

a) Lanai b) Cabana

c) Suite d) None of these

iv) Star Classification of hotel is done by a committee known as

a) FRRO b) HAI

b) WTO d) HRACC
v) A plan which includes charges of bed, breakfast and two major meals
is called

a) American plan b) European plan

c) Go plan d) Bermuda plan

vi)_____________ is also called Red Book or F- Form.

a) C Form b) Arrival/ Departure Register

c) Bound Book Register d) None of these

vii) Movement list is prepared by

a) Receptionist b) Informationist

c) Reservationist d) None of these

viii) Under Bermuda plan, hotel provides

a) RR + E.M.T + B/F(American) b) RR + E.M.T + B/F (Continenta[)

c) RR + E.M.T d) none of these.

ix) DNA stands for

a) did not arrive b) do not allow

c) do not accept d) none of these

x) Any room with four beds is called

a) quad b) lanai
c) duplex d) suite.
 GROUP- B
(Short Answer type Questions)

Answer any three questions from the following. ( 3 5 = 15)

2. Briefly describe the various types of plan offered to guests in a hotel.

3. Briefly explain the various special rates offered by hotels

4. Hotel rooms are highly perishable. If rooms are not sold in a particular
night, the revenue is lost forever. Explain

5. Design a Room reservation form of a hotel .

6. Describe the whitney system of reservation.

GROUP-C

(Long Answer Type Questions)

Answer any three questions from the following.. ( 3 15 = 45)

7. How are hotels classified? Discuss in detail.

8. What are the various stages of guest contact with the hotel. Discuss.

9. Draw the Organizational Chart of a hotel and write down the Job
Description of a Front Office Manager.

10. Describe the mode, source and importance of reservation.

BHSM /Sem-5 /HPM- 503

INTERNAL ASSESMENT EXAMATION OCTOBER 2017

FRONT OFFICE OPERATION

SEMESTER- 5
[Time: 3 Hours] [Full Marks: 70]

GROUP- A
(Multiple Choice type Questions)

1. Choose the correct alternatives for the following : ( 10 x1 = 10)

i) ( Number of occupied rooms / Number of saleable rooms ) x 100 =

a) Occupancy % b) House count

c) Double occupancy % d) Guest nights

ii) Movement list is also known as

a) Arrival /departure register b)Room change list

c) Exp Arrival & Exp departure list d) None of these

iii) Ratio of Actual revenue to potential revenue is termed as

a) Room occupancy b) Average Room Revenue

c) Yeild d) House count

iv) During high demand period the aim of the FOM is to maximize

a) Room revenue b) ADR

b) Rev PAR d) Room Occupancy

v) Total room sale divided by number of room sold equals to

a) Rack rate b) Room occupancy %

c) Average daily rate d) Daily report

vi) Average rate per guest = Room Sales / ___________

a) House count b) Room count

c) No Show d) None of these

vii) Overbooking indicates that the hotel is in _____________

position.

a) Neutral b) Plus

b) Minus d) None of these

viii) In case of group arrival the GRC is signed by the

a) Group Leader b) Duty Manager

c) Front office Manager d) None of These

ix) A hotel does not sell all of its rooms one evening and
lose the revenue forever. This is referred to as
 a) Tangible loss b) Perishability

c) Revenue depletion d) Occupany shortage.

x) The paging system is to

a) Document reservation request b) Control guests messages
received c) Contact guest in a specified area in the hotel
d) None of these.

GROUP- B
(Short Answer type Questions)

Answer any three questions from the following. ( 3 5 = 15)

2. Draw the layout of the Front office department of a large hotel.

3. Briefly explain the term yield management in your own language.

4. Write job description of Bell-captain

5. How do you calculate room position? Discuss in detail.

6. Draw a group arrival notification slip and fill it with relevant informations.

GROUP-C
(Long Answer Type Questions)

Answer any three questions from the following.. ( 3 15 = 45)

7. Explain the FFIT arrival procedure and draw two important

forms/documents required .

8 What is a Budget? How would you make a front office budget. ?

9. What is the golden rule of telephone handling ? Write down

the dos & donts of telephone manners.

10 Draw the organizational chart of Front office department of a large

hotel and write a detailed note on co ordination of front office with other
departments of a hotel.