Started on Thursday, 27 February 2020, 12:15 PM

State Finished
Completed on Thursday, 27 February 2020, 12:43 PM
Time taken 28 mins 8 secs
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BL-TM-6363-LEC-1933T ACCOMODATION OPERATIONS & MGT
Quiz 1
Question text

This part of the HO provides all services related to bell desk and concierge.
Bell Desk and Concierge

Answer:
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The Front Office develops and maintains a comprehensive database of guest information, coordinates guest
services, and ensures guest satisfaction. These functions are
Front Office Departme

accomplished by personal in diverse areas ofAnswer .

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This part of the FO does all guest registration-related activities like check-in, room assignment, welcoming, room
rate etc.
Guest Registration

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It is the first guest contact area and also the nerve centre of the hotel.
front office

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face

The front office is also known as theAnswer of the hotel.

Started on Thursday, 27 February 2020, 12:47 PM
State Finished
Completed on Thursday, 27 February 2020, 12:50 PM
Time taken 2 mins 35 secs
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Quiz 2
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cleanliness

Nothing sends a stronger message thanAnswer in a hospitality operation.

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In any establishment there is a department particularly concerned with accommodation:
maintenance
TheAnswer department, whose staff provide adequate hot and cold water,
sanitation, heating, lighting and ventilation as well as maintaining and repairing individual articles and area within
the rooms operation.

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The Housekeeping department takes pride in keeping the hotel clean and comfortable, so as
 Home away h
from ".
to create a "Answer
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accommodation
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e
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s
The aim of allAnswer is to provide their customers with clean, attractive, comfortable and welcoming surrounding
that offer value for money.
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In any establishment there is a department particularly concerned with accommodation:

reception

TheAnswer department, whose staff sell and allocate the rooms.

Prelim Exam
QuestionStarted
text on Thursday, 27 February 2020, 12:50 PM

State Finished 24 x 7 x 365

It is rightly said that
Completed on housekeeping
Monday,is2aAnswer
March 2020, 4:08 PM operation.

Time taken 4 days 3 hours

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This fulfills any Guest Services related activities.
Guest Service
Answer:
Question 3
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organisation cha
TheAnswer shows reporting relationships, the span of management, and staff/line functions.

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In order to carry out its mission, goals and objectives, every company shall build a formal structure depicting
different hierarchy of management, supervision, and employee (staff) levels. This very structure
is referred to as anAnswer. organisation
chart
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This section is to facilitate guests pertaining to the posting of letters, telegrams, and parcels.
Postage and Parcels

Answer:
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Match the missing term/details taken from the role of housekeeping department.
safety and security regulations
To ensure that ___________________ are made known to all staff Answer 1
safety and security regulations
of the department.
 Answer 2
working relationship
To establish a good
______________ with other department.

Answer
To cater to the _______________ of the hotel linen, staff uniforms 3
laundering requirements
and guest clothing.

Answer
To provide ________________ for all the staff and maintain 4
uniforms
adequate inventories for the same.

Answer
To coordinate ________________ of the property as and when, in 5
renovation and refurnishing
consultation with the management and with interior designers.
To provide ________________ in rooms, restaurants, banquet hall, Answer
6
linen
inventory for the same.
Answer
To establish a ______________ and ensure courteous, reliable 7
welcoming atmosphere
conference venues, health clubs, and so on, as well as maintain an
service from all staff of the department.

Answer 8
To ensure a _____________ of cleanliness and general upkeep in all
high standards
areas for which the department is responsible.

floral decorations
Answer 9
To provide and maintain the _________________and maintain the landscaped areas of
the hotel.

front desk agent

training, control, and supervision
Answer 10
To ensure _________________ of all staff attached to the department.
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Match the typical staff position with its job descriptions.
 Uniformed Service Agent
Handle Guest Luggage, escort Guests to their Rooms, and assist guests for Answer 1 any bit of
information requested.

cashier
Answer 2 Maintain and settle
guest folios, and properly check out guests.

Night Auditor
Control the job of the Accounts Receivable Clerk, and prepare daily reports Answer 3 to management.

Telephone Operator
Answer 4 Manage the
Switchboard and coordinate Wake-up Calls.

Register guests and maintain room availability information. Answer 5

front desk agent

Mail & Information Clerk

Answer 6 Take messages,
provide directions to guests, and maintain mail.

Reservation Agent
Answer 7 Respond to
Reservation Requests and create Reservation Records.

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This section is responsible in registering the room reservation from various sources, with recordings, filing of
reservation records, and revise on the appropriate time to make sure that guests would have their rooms upon
entering the hotel
Reservation

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This section would have to be alert with all the movements of the hotel.
 Inquiry

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This section is to facilitate guests pertaining to the telephone both internally and externally, and to wake guests up
in the morning upon request.
Telephone

Answer:
Question 11

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This section is to answer questions and inquiries of guests.
Inquiry

Answer:
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This creates and maintains a guest profile, history, likes and dislikes, collect feedback etc.

Guest History and records

Answer:
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This section relates with the Accounting Department, through the collection from guests through their services,
and also give the foreign exchange service.
Finance and Foreign Exchange

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This part of the HO is responsible to update the correct room status like CI, CO, DNCO, DND, etc.

Updates Room Status

Answer:
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This develops & maintains a Comprehensive Database of Guest Information
Guest Database

Answer:
Started on Monday, 2 March 2020, 4:49 PM

State Finished

Completed on Monday, 2 March 2020, 5:04 PM

Time taken mins 54 secs

Grade 6.00 out of 10.00 (60%)

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MQ1 QUIZ 3
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multiculturalism
Answer is used to represent people in communities and seeks to promote ways in which people learn to get along
and safeguard equal opportunities for all.
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Communication is an exchange of opinions, thoughts or information by mode of speech,
gestures includin
writing orAnswer .

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communication
One of the important aspects of human relations isAnswer trends at and its related
workplace.
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The key factors that drive the concept of human relations are staff training, sharing
conflict manage
information, mediation, community education, cultural literacy andAnswer (Wakabayashi R. 1998).

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communication
ByAnswer, it means a process wherein people share meaning, ideas or/and thoughts.
MQ1 Quiz 4
Front office operations is the department that makes the first and last impression on the guests,and the place
that guests approach for information and service throughout their stays.
Select one:

True

False

Question 2
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The least source of income for most hotels comes from the rooms division and the food and beverage
department.
Select one:

True

False
Question 3 Correct

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Started on Monday, 2 March 2020, 5:11 PM

State
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Completed on Monday, 2 March 2020, 5:19 PM
In general, the rooms division comprises two major departments, the front office and housekeeping,
Time taken 7 mins 20 secs
which are involved in the sales or services of rooms to guests. Select one:
Grade 10.00 out of 10.00 ( 100 %)

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Correct

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of 2.00

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The director of rooms is responsible to the front office department for the effective leadership and smooth
operation of all departments that make up the rooms division.
Select one:

True
 False

Question 5
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The front office is the nerve center or hub of a hotel. Select one:

True

False

Started on Sunday, 22 March 2020, 1:30 PM

State Finished

Completed on Sunday, 22 March 2020, 2:03 PM

Time taken mins 59 secs

Grade 23.00 out of 30.00 (77%)

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Midterm Exam
Question text
It is one of the most important work ethics that is used within the workplace.
work smart

Answer:
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Improving communication between individuals and teams within the organization will streamline business
processes and activities.
Select one:

True
 False

Question 3
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At workplace, communication works in limited and specific ways. Select one:

True

False

Question 4
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Everyone communicates with each other, with customers and with consumers and without which no work
could be accomplished. Select one:

True

False
Question 5
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t performance
Motivating employees and improving theirAnswer will make in them more likely to remain loyal to
business.
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 encouragi
There isAnswer ng between employees to get their jobs done.

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Every company stands on good communication between employees and patrons. Select one:

a. Pederson A. 2009

b. Montgomery A. 2008

c. Lance T.

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Effective communication in the workplace is a _____________ street which means that the communication skills
are not just the ability to talk and write effectively but also rely heavily on listening and negotiation.
Select one:

a. multiple ways

b. one-way

c. three-way

d. two-way
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Question 9

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Effective communication is slightly essential in organizations. Select one:

True

False

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Workplace com
Organization providingAnswer can help employees to develop effective communication in the workplace by
teaching the importance of effective communication, different communication styles, non-verbal communication
skills, such as body language, written communication skills, to tailor communication for an intended audience,
how to manage workplace conflicts or issues, negotiation and influential skills etc.

Question 11
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The message is encoded and a transmission channel is selected by the ________________.
Select one:
a. receiver

b. sender

c. noise

d. barrier

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Communication is a natural element but effective communication is something that requires certain amount of
knowledge which allows a more meaningful and genuine way of conveying thoughts and information thereby
avoiding any conflict.
 Select one:
a. Montgomery A. 2008

b. Pederson A. 2009

c. Lance T.

d. Wakabayashi R. 1998

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Question 13
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Communication comes naturally on a daily basis which is used by everyone at all times. Select one:

True

False

Question 14 Correct

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Match the term/details to complete each statement.

front desk
Answer 1
The _________________ and cashier sections are located in the busiest area of the hotel’s
lobby.

assistant front office manager

________________ controls and checks the revenue's statistics and Answer 2 reports.
front office supervisor
Answer 3
________________ is charge of the maintenance of all equipment and material in his working
area.

assistant front office manager

Answer 4
_________________ is responsible for all aspects of guest's satisfaction in the front office.

room division manager

Answer 5
_____________ leads and
trains all subordinates.
 housekeeping and laundry
Answer 6
__________________ inspect rooms for sales, clean occupied and take care of the property’s
linen.

front office supervisor

________________ assists his or her superior in ensuring that the guest Answer 7 satisfaction programs
are implemented in accordance with the hotel's philosophy.

front office
Answer 8
The ____________ is the most visible department in the hotel, with the greatest amount of
guest contact.

Answer 9
The__________________ is responsible for receiving and processing
reservation function
reservation for accommodations in the future.

Answer 10
_______________ manages the guest satisfaction efforts of his
room division manager
department in accordance to the hotel's philosophy.

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effective comm
When giving or receiving instructions,Answer is important as it is clear to both the sender and the receiver that
the message as intended is fully understood.
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explain
It is significant that communication should be properlyAnswer so as to make sure it is understood
by the audience.
Question 17
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 Flag question

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The message is then decoded by the ______________ and decides if feedback is needed. Select one:

a. sender

b. receiver

c. interruption

d. messenger
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Question 18
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Through customer retention customer service will be improved. Select one:

True

False

Question 19
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goals
Employees are more successful in their roles by developing betterAnswer with coworkers.

Question 20 Correct

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Once the sender transmits the message another channel barrier comes into action. Select one:

True
 Flag question

False

Question 21 Correct

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Question text

Effective communication in the workplace is open, candid and plays a backbone role. In order to get things
work effectively, effective communication is very important. Along with this, there should be a good working
environment and compatibility among co-workers. Select one:
a. Wakabayashi R. 1998

b. Lance T.

c. Pederson A. 2009

d. Montgomery A. 2008

Feedback

Started on Sunday, 22 March 2020, 2:05 PM

State Finished

Completed on Sunday, 22 March 2020, 2:10 PM

Time taken 5 mins 19 secs

Grade 10.00 out of 10.00 (100%)

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Final quiz 1 _ quiz 5 _ FQ

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 Flag question
upgrade or a noisy noise-canceling out of
Question text free
Started on Sunday, 22 March 2020, 2:14 PM service

State Finished
In some cases, hotels may need to take roomsAnswer if there is a technical problem, while in other situations
they mayCompleted on over-booked
actually have Sunday, 22 March 2020, 2:19 PM
their rooms.
Question 3 Correct
Time taken mins 45 secs

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Grade 10.00 out of 10.00 (100%)

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It is fair to expect that if the hotel is aware of a problem with a room not being available, that they arrange
accommodationFlag at question
another hotel, and in many cases, they will also provide
Question text
anAnswer.
Question 4 Correct
Insect infestations such asAnswer and cockroaches can also be a problem in some areas, and when it comes to
hotel rooms, guests can expect a certain level of hygiene from their accommodation.
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Many travelers will already haveAnswer headphones or earplugs to drown out the noise, with the earplugs
designed for those who sleep with heavy snorers being particularly effective.

Question text
One of the most common problems that people will encounter is when the neighbors in

adjacent rooms areAnswer.

Question 5 Correct

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bed bugs

Final quiz 2 _ Quiz 6 _ FQ2

Question text
For concerns about rude staff, the first thing to do is to get in an argument and fight with them, as that will usually
achieve satisfaction.
Select one:
True

False
 Flag question

Question 2
Correct

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Question text
Cold water in a hotel may not be too much of a problem if you are looking to cool off after a day of sunbathing,
but for others, it can be a real frustration, and prevent washing and the relaxing warm embrace of the water
after a day out in cold conditions. Select one:

True

False

Question 3
Correct

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Question text
Many leisure centers and swimming pools will have showers you can use, and motorway service stations will
also sometimes have such facilities. Select one:

True

False
Question 4
Correct

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Question text
Rude or unpleasant staff is the least frustrating problem for hotel guest.
Select one:

True

False
Question 5 Correct

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Question text
For those who show up and there is no room present for them, then you may be limited in terms of what you can
do beyond complain, but it is certainly vital to get the full details from the hotel staff. Select one:

True

False
Started on Sunday, 22 March 2020, 2:25 PM

State Finished

Final Exam
Question text
Choose OK if the statement is one of the ways to handle guest complaints and no if the customers should not be
treated that way.
ok
Show a personal interest in the problem. Answer 1

Threatened to hurt the love ones of the customer. Answer 2 no

ok
Don't promise the impossible, and don't exceed your authority. Answer 3

ok
Concentrate on the problem, no on placing blame. Answer 4

ok
Tell the guest what can be the best done. Answer 5

ok
Monitor the progress of the corrective action. Answer 6

Do not accept any payment from the customers. Answer 7 no

ok
Do not Insult the guest. Answer 8

no
Limit the guest's access to certain area. Answer 9

Completed on Sunday, 22 March 2020, 2:32 PM

Time taken 7 mins 3 secs

Grade 30.00 out of 30.00 (100%)

Question 1
Correct

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Try to use the guest name frequently. Answer 10
ok

Contact the guest to ensure that the problem was resolved satisfactory. Answer 11
no

Make the food of the customers extra-salty. Answer 12

no

Tell the customer to leave you alone. Answer 13

ok

Be aware of the guest's self-esteem. no

Answer 14

ok
Let the customers to wait in the lounge for at least an hour. Answer 15

no
Follow up. Answer 16

ok
Charge additional expenses to the customer's credit card. Answer 17
ok
Listen with concern and empathy. Answer 18 ok

ok
Set an approximate time for completion of corrective actions. Answer 19 Be specific, but do
not underestimate the amount of time it will take to resolve the
problem. Answer 20 ok

ok
Give the guest your undivided attention. Answer 21

no
Take notes, Answer 22

ok
Offer choices. Answer 23
no

Say nothing but smile to the very angry customers. Answer 24

ok

Isolate the guest if possible, so that other guests won't overhear. Answer 25
ok

Tell to the customers to talk with the hotel's lawyers. Answer 26

no

Don't argue with the guest. no

Answer 27

Stay calm. Answer 28

Avoid eye to eye contact with the customer. Answer 29

Ask the security guard to escort the customer outside the premise of the hotel. Answer 30
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