TLE 10-FRONT OFFICE SERVICES

ADDITIONAL ACTIVITIES

A. Multiple Choice. Choose the letter of the best answer. Write the chosen letter on a separate sheet of
paper.
1. It refers to an agreement that a hotel makes to hold a room until the cut-off date and time, if the guest does
not arrive, the room may be sold to other guests.
a. Central Reservation c. Regular Reservation
b. Confirmed Reservation d. Guaranteed Reservation
2. The process of requesting room accommodation in advance in a hotel or other establishment.
a. Cancellation c. Confirmation
b. Reservation d. Documentation
3. This is a room occupied by two persons with one double bed.
a. Twin Room c. Double-double
b. Double room d. Triple room
4. If the room type preferred by Mr. Neeson is not available on the date mentioned, what should you tell him?
a. “Sorry sir, there are no more rooms available on the date you mentioned, goodbye.”
b. “I’m sorry sir, but the room is not available on the date you preferred, can you call back next time?”
c. “Sorry sir, there are no more rooms available on the date you mentioned, can you call another
hotel?”
d. “I’m sorry sir, but the room is not available on the date you mentioned, may I offer you another room
type?”
5. It is a room sold at a moderate rate
a. Standard c. Suite
b. De luxe d. Economy

B. Identification. Identify what is being described in the statements. Choose your answer from the box.
IDENTIFICATION CARD REGISTRATION FORM
BREAKFAST VOUCHER RECEIPT
RESERVATION FORM KEY CARD
CONFIRMATION LETTER SECURITY DEPOSIT
UPSELLING CROSS-SELLING
CASH CREDIT CARD

1. This is a kind of form you need to retrieve to recheck all the details of the guest and guest
needs.______________
2. This is a letter containing all the verification of the reservation.________
3. It is a card used to open a security door lock._____________
4. It is a promotional type of paper where all products of the hotel is indicated.______________
5. This is a type of voucher given to the restaurant for breakfast.__________
6. This is a card use to pay your accommodation.____________
7. An activity in the front desk to upgrade an existing order to generate higher
income.______________
8. An activity in the front desk to promote other departments inside the hotel to generate
additional income._______________
9. An amount of money paid in advance during check in to be refunded if there are no incurred
expenses or damages._____________
10. An important item for verification of identity._____________
C. True or False. Write TRUE if the statement is correct, FALSE if not. Write your answers on your answer
sheet.
_______ 1. The room status board uses color-coding to indicate the status of the room.
_______ 2. The area Supervisor in the Housekeeping Department is required to do daily room checks for him to
come out with a room status report.
_______3. The reservation diary is placed in pockets of the room status rack.
_______4. The housekeeping department is responsible for filling up the reservation form.
_______5. The reservations chart is a 3-ringed, loose-leaf binder with a tally page each day.

D. DIRECTION: Multiple choice. Choose the letter of the correct answer. Write the answer on your answer sheet.
1. What is the importance of updating reservations?
a. It controls a process whereby the financial activity of guests’ accounts is maintained and balanced.
b. It checks all reservation discrepancies, posts charges and generates folios, and closes cash counters.
c. To check for confirmations, cancellations, and changes in the bookings made by the guest.
d. None of the choices
2. What does “close-out” mean?
a. All rooms are available.
b. No more rooms for reservation.
c. There are few rooms for reservation.
d. Some rooms are under maintenance.
3. Your relatives planned to stay at your house for a short vacation. Their expected date of arrival is fast
approaching but they couldn’t communicate. What do you think is the best way to confirm their arrival?
a. Wait for them to arrive.
b. Make a courtesy reminder call.
c. Assume that they will not arrive.
d. None of the choices
4. If you were a Front Desk Clerk, how would you respond to the guest?
Guest: I need to cancel my reservation. I have personal matters that need fixing.
a. I’m sorry to inform you but you cannot cancel a reservation.
b. To cancel your reservation, I need you to pay the reservation fee.
c. That’s not a problem. Just give me your address, and credit card number.
d. That's not a problem. Just give me your name, phone number, and date of visit.
5. What do you think is the reason why a guest may want to change his/her room?
a. The guest is very comfortable.
b. All facilities are functioning satisfactorily.
c. The room is complete with all the facilities.
d. The number of occupants in the room increases or decreases.

E. DIRECTION: Arrange the statements below in chronological order by writing letters A, B, C, D, E, F, G, H,

and I. Write your answers on your answer sheet. The process to follow to change or cancel a reservation.
____1. Thank caller, close with a suitable phrase
____2. Verify that you have the correct guest.
____3. Confirm changes and costs if any.
____4. Check whether it is possible to make these changes.
____5. Always locate the original reservation.
____6. Provide a cancellation number.
____7. Otherwise, make changes or sell alternatives.
____8. Discuss the changes to be made.
____9. Process cancellation and refund if applicable.
F. DIRECTION. Based on what you have read and understood from the lesson, make a short script between
a Front Desk Clerk and guest through a call following the situation below. Write it on your answer sheet.

Situation: A guest has booked a room for his family (with his wife and a 12-year-old son) and he wants to
change the date of arrival and departure. The original date ofreservation was January 15-18, 2020, and he
wants to move the reservation to January 28-31, 2020.
 GRADE 10
FRONT OFFICE SERVICES
ADDITIONAL ACTIVITIES
FY 2022-2023