SOUTH EAST-ASIA INSTITUTE OF TRADE AND TECHNOLOGY

1st Periodical Examination

GRADE 12 – FRONT OFFICE SERVICES

(PERFECT SCORE 60 PASSING SCORE 40)

NAME :Celine G. Galiza DATE: SCORE:

STRAND & SECTION: TVL-HE SECTION 1 TEACHER: Mr. Jojo G. Valenzuela

General Instructions : This test is good for 1 hour. Make the most of you time . Read all the
items carefully before writing your answer. Use only either black or blue. Write your answer
neatly and legibly in your answer sheet . ANY FORM OF ERASURE WILL BE CONSIDERED
WRONG.

PART 1: IDENTIFICATION: Identify the following and write your answer to the provided space.

Hotel de oriente 1. This is the first hotel being established in the Philippines
Tremont House, 18292. This is the first five-star hotel in Boston.
Lodging 3. A place where often visited by travelers who love to rest and relax for a short
period of time.
Single bed4. A bed designed for one person.
Full American Plan5. A charge that is also known as fully board.
Adjacent rooms6. Rooms close to each other such as across the corridor.
Studio room7. A small room with sofa bed.
Baby cot (Infant bed)8. A small bed for a baby with high sides to prevent babies from falling.
Suite (Single suite/standard)9. Room with basic amenities and its room size is relatively small.
King bed10. A bed that is larger than a queen-sized bed.
Corporate guaranteed reservation11. A guaranteed reservation that issues negotiated
contracts between
corporation and hotel charging the corporation of financial responsibility for
any no show guest.
Non-guaranteed reservation12. In this type of reservation, the room revenue is secured even
in the case of
no-show.
Provisional reservation13. Another term for nonguaranteed reservation that means that the
guests
have not secured their room booking by any means.
Reservation14. A general term that means booking in advance for a room or space for a
specified period of time
Guest15. Hotels must be certain of their___________ especially in the high season
that is why reservation officers must encourage guests to guarantee their reservations
Personal or walk in 16. This is a direct face to face contact between the guest and the
receptionist
in making a reservation.
Online booking17. This is usually referred as an advanced way of making a reservation.
Intermediary18. Means that there is a link between the hotel and guest in the mode of
reservation or inquiry.
Advantage19. This type of inquiry is mostly chosen by guests today for it is easily
accessible, fast and interactive.
Credit card guaranteed reservation20. Guests can still send and make their reservations at
any time of the day and
at the same time, can receive confirmation by hotels that the booking has
been received and process.

PART2: CLASSIFICATION - Classify the following front office activities according to their area
of functions. Tell whether it happens at the front -or back-of the house. Write your answer in a
provided space.

front of the house1. Accept reservations

front of the house2. Prepare guest statement
Back of the house3. Document guest's transactions
Back of the house4. Record guest's personal data for future references
Back of the house5. Supervise credit levels
front of the house6. Settle guest account
front of the house7. Perform registration process
front of the house8. Handle guest problems and complaints
front of the house9. Construct folio and account
Back of the house10. Coordinate room sales and housekeeping

PART 3: MODIFIED TRUE OR FALSE- Write TRUE if the statement is correct but if it’s False,
change the underline word/s to make the statement True.

______1. The number of rooms requested will have the status as booked.
______2. Front officer must deal with the situation in suitable manners.
False3. The sponsors make usually makes an inquiry 18-24 months before the expected
arrival.
______4. One of the issues encountered in group reservation is the updated names of guest.
______5. Group sales are one of the main targets of the hotels and sales marketing
department.
______6. Group reservation involves 15 persons or more.
True7. Group reservations are handled by the reservation department.
______8. Individual reservation can either be guaranteed or nonguaranteed basis.
______9. Group reservation usually guaranteed basis.
______10. Reservation officer should obtain as much information as possible to avoid
misunderstanding
PART 4: ENUMERATION. Enumerate the following information and write your answer in
corresponding number indicated below.
A. Give at least five (5) role of front desk officers in receiving, processing and recording of
payment
1_____________________________________________________________________
2_____________________________________________________________________
3_____________________________________________________________________
4_____________________________________________________________________
5_____________________________________________________________________

B. Give at least three (3) information needed while cancelling a nonguaranteed

reservation .
6_____________________________________________________________________
7_____________________________________________________________________
8_____________________________________________________________________

C. Give at least two (2) essential elements included in an invoice .

9_____________________________________________________________________
10____________________________________________________________________

PART 5: SITUATIONAL ANALYSIS- Read and understand the following to solve the questions
given. Write your answer on a provided space below that best describes the scenarios.

1. Ms. Riza is asking for a room available for a five-hour stay with her father seated in a
wheelchair and a two-year-old child. They checked-in at 2:00 p.m. and said that they will be
staying until Mr. Rabby comes and fetch them. What type of room, bed, location and room rate
are you going to suggest and Why?
(5 marks)
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________

2. Flor and Joe are celebrating their second wedding anniversary so they called at your hotel to
inquire for a reservation. Joe wanted a suite where they can watch the beautiful city lights
together and enjoy the night. They are planning for a 24 hour stay upon arrival at 9:00 p.m.
What type of room, bed, location and room rate are you going to suggest and Why? (5 marks)
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
GOOD LUCK!!!

“A JOURNEY TO A THOUSAND MILES, ALWAYS BEGIN IN A SIGLE STEP”

Prepared by:

JOJO G. VALENZUELA
Hospitality Professional, Competency Trainer,
Hotelier 1989-2009.TM-1, AM-1, NTTC