PHILIPINE CENTRAL ISLANDS COLLEGE

SAN JOSE, OCCIDENTAL MINDORO

QUARTER 3 EXAMINATIONS
FRONT OFFICE SERVICES

Name:__________________ Date:__________
Strand:_________________ Score:_________
Directions: Read each questions carefully. Choose the letter of the best answer and write it on the space
provided before each number.

1. This happens when a potential guest contacts a hotel for the availability of his desired type of
accommodation and any allied services that the hotel offers.
A. reservation B. order C. organize D. commanded
2. One must be able to communicate clearly with the guests - walk-ins or phone-in requests;
this skill is required in accepting reservations, answering queries and offering alternative
options.

A. reservation B. telephone etiquetteC. oral communication skills D. technical

knowledge
3. It is knowledge about the forms of reservations, what information must be taken (intake of
information) essential in reservations (textual information)

A. familiarity B. telephone etiquetteC. oral communication skills D. technical

knowledge
4. With equipment used in phone-in reservations and other products/services of the
establishment that may be offered to the guests.

A. familiarity B. telephone etiquetteC. oral communication skills D. technical

knowledge
5. It needs to react to the enquiry of the guest.
A. Fire Department C. Management Department
B. Front Office Department D. Marketing Department
6. This field is usually required. In some countries the day comes first while in others the month
is first.
A. Departure Date C. Due Date
B. Arrival Date D. Name of the Guest
7. Then the first name or initials follow. The phonetic alphabet is a useful tool in clarifying and in
recording names of guest.
A. Departure Date C. Due Date
B. Arrival Date D. Name of the Guest
8. This determines the length of the guest’s stay and used to check room availability. Usually,
the length of stay is recorded as the number of nights the guest stays.
A. Departure Date C. Due Date
B. Arrival Date D. Name of the Guest
9. Sometimes this is to identify gender such as Mr. or Mrs., Sir or Lady and sometimes this is to
identify rank or status such as Doctor (Dr.), Professor (Prof.) or Sergeant (Sgt.

A. Departure Date C. Title of the Guest

B. Arrival Date D. Name of the Guest
10. This is estimated time when the guest arrives in the hotel or property.
A. Departure Date C. Title of the Guest
B. Arrival Date D. Time of Arrival
11. It is the convention of time keeping in which the day runs from midnight to midnight and is
divided into 24 hours.
A. Departure Date C. Title of the Guest
B. 24-hour clock system D. Time of Arrival
12. Some guests might reserve more than one room in their name, for example, 1 king room
and 2 twin rooms or 2 King rooms.
A. Number of Rooms Required C. Title of the Guest
B. 24-hour clock system D. Time of Arrival
13. It is also essential that we make sure the right room is chosen to accommodate the number
of guests.
A. Number of Adults and Children C. Title of the Guest
B. 24-hour clock system D. Time of Arrival
14. This is known as “checking the availability‟. The type of room is a compulsory field and is
usually recorded in “code” format.
A. Number of Adults and Children C. Type of room the guest requires
B. 24-hour clock system D. Rate Code
15. This represents the rate that was negotiated when selling the room to the guest.
A. Number of Adults and Children C. Type of room the guest requires
B. 24-hour clock system D. Rate Code
16. Which of the following industries do NOT have reservations?

A. Automotive repair shop B. Theatre C. Sports Arena D. Resort hotels

17. In today’s technology, which of this source of reservation is highly used in the airline
industry?

A. Fax B. online C. post Mail D. Telephone

18. What kind of booking details is used to compute for the length of the guest’s stay and is
basis for checking room availability?

A. Type of Room the Guest Requires C. Time of Arrival

B. Departure Date D. Arrival Date

19. What field in the Reservation Form requires a code to identify the type of reservation
whether or not it is a business reservation, an individual traveller (FIT) reservation, or a
conference or group reservation?

A. Type of Room B. Method of payment C. Market Segment D. Rate Code

20. Mr. & Mrs. Clyde M. Smith will be arriving on September 7, 2020 via Northwest Airline 365
from San Franciso, USA. They have requested for a Deluxe Suite Room in the hotel until
September 10, 2020. What other information will you need for his reservation?

A. Date of Arrival and Date of Departure

B. Contact number and Address

C. Number of rooms required

D. Flight Details
B. True or False. Write True if the statement is true and False otherwise.

______21. In writing the name of the guest in the reservation form, in most cases the Given
Name will be recorded first followed by the Surname or Family Name.

______22. Personal checques are the most preferred method of payment in hotels.

______23. Having a reservation form to take down all the necessary data is the start of
recording the reservation information.

______24. It is advisable to use a 12-hour clock system to eliminate any

misunderstandings.

______25. If guest is unsure of his arrival time, you may suggest a time to be recorded.

______26. Guaranteed reservations may require some form of deposit or payment.

______27. Deposits usually made by the bank of the client, in some cases it will incur a
commission percentage added on to the amount.

______28. Company Charge requires an agreement between the company and the
establishment to get credit extension and account

______29.A receipt for proof of payment must be issued for payment whether the payment is
full, partial or deposit.

______30. A notification sent to guests confirming details about the reservation received by the
hotel such as arrival and departure date, name, address, rate quoted, package details payment
details and any special requests.