Reb I\iefe) By UNIVERSITY COLLEGE EXAMINATION PAPER HOSPITALITY MANAGEMENT BACHELOR OF SCIENCE (Hons) IN HOSPITALITY ‘MANAGEMENT (BHM) FIRST YEAR / SEMESTER ONE FRONT OFFICE OPERATION BHM 6012 3 HOURS 1:00PM. FINISH = 4:00 PM a Instruction to candidates This question paper has THREE (3) Section Answer ALL questions in Section A, MCQ: Answer 5 questions in Section B, MSAQ. Answer 2 questions in Section C, MEQ. No scripts or answer sheets are to be taken out of the Examination Hall. For Section A, answer in the OMR form provided. Do not open this question paper until instructed (Candidates are required to give their enswers in thelr own words es fares practicable)SECTION A Multiple Choice Questions Attempt All Questions. [30130] 1.Which is NOT the section of front office? ‘ABusiness Center 2-Housekteping and front ofice department communicate with cach other for which of the following information? A. Room statistics B. Security concern . Special arrangement for VIP guest D. Alllof the above 3.Which bie dlectly NOT related with receptionist? i ival notification slip to the concern department B. Maintaining residential guest rack cc Seeman 4.A hotel employee who provides information and personalized service to guest is called: ‘A.Bell boy. a S.A statment shot the blac of thee ancl obligation to the hotel is called: A.Guest folio- < B. Petty cash book C.Guest voucher oe D-House limit > 6.An area just inside a large building where people can meghand wait is known as: a APantry B. Business center Deeiesd7.4 100m is occupied but bed is un- used is called: A.Allotment '8,Room rate given to regular guest is called: A.Crib rate’ B.Loyal rate C.Cooperate rate DStandard rate 9.Guest who arrive at a Hotel without Prior reservation is called: A.Crew B. ity guest > ES C.Walk in DéScanty Luggage Guest 10.A room having balcony room is known as: A.Double bed room B.Cabana room C-Twin bed room rege .*' -D.None of the above a 11, Which job is related departure stage of le? jobies stage of guest cycl B. Guest regis C. Account settlement D-Handling mail and message 12. When the conform reservation postponed their travel plan is regret as: ACancellation reservation here B.Conformed reservation C.Holding reservation... __ D-Amending reservation 13. Which plan is also called full board plan? ‘ABuropean Plan B, American Plan C.Modified American Plan D.Bed and Breakfast plan,16. Data for prefilling of guest registration card is obtained from: ‘A.Reservation form B. Guest history card C.Both A & B D.None of the above 18.Who is responsible to distribute newspaper to the guest? ‘A.Room attendant B.Trainee C.Door man D.Bellboy A 19.En-Pension can also be said for: A-American plan Sy Movtied Asnicicpa la Cea : - 20.A hotel owned by a ‘owner who might use it for some part of een arth ronan of eg exon ‘AcTime share hotel hy B.Sarai » C.Cireuit house Dé aallotted room. C1 alled: D Studio room reservation 22.4 guest who . ; : overShort SECTION Short Answer Questions Attempt any five (3) questions out of eight (8) questions [5*6=30) 1. Why is it essential to coordinate front office and housekeeping? Peel ne Sale and reponsbity of irent leve front fice Spe could you welcome your guest in yous hotel? Write the process as per guest cycle. ‘A yiPlain the types of complaints and point out the guidelines for handling guest complaints, 5 Explain the role of telephone department in front office operation. Paes fe es of erate ~7 Esplin registration Describe the different: registration “nna te sg with the advange oot ‘of each of them. “crane ten office desk of a hotel group of robbers comes with to rob the cash a a front cashier how you wiles eos