TDCP-INSTITUTE OF TOURISM & HOTEL MANAGEMENT FAISALABAD CAMPUS

1st Semester, 1st Batch, PGD (December, 2023–November, 2024)

FRONT OFFICE OPERATIONS

FILL IN THE BLANKS

1. Telephone call should be answered within 3 Rings.
2. Customer Service is very important in hotel industry .
3. EHK reports to GM
4. Front office department create guest database at the time of Arrival.
5. Front office is a department which firstly interact with. Guests.
6. Concierge means To Provide Information.
7. Front Office department work to reserve rooms in hotel.
8 Front office officers perform as Receptionists
9 Guest relations Creates good will for team.
10 Front office is call the Bake Bone of the hotel
11.If a company is fully paying for guest, mode of payment will be BTC
12.Offer drop service at the time of Departure.
13.Always check room availability while booking an accommodation.
14.Prior to presenting a guest bill at checkout, verify if any last minute Charges.
15.Complete guest check in within 5__ minutes.
16.Offer other hotel Services while escorting guest.
17.Departure list provide information about the guests who are checking out.
18.An due out room is expected to Check Out.
19.Welcome the guest with appropriate Greetings.
20.If the net revenue is 7, 22,000 and total occupied rooms are 95, average rate will be 7600
21.A guest is currently occupied in the room is called________room. occupied
22. _________ is the guest who has left the hotel without arranging to settle his or her account.
skipper
23.Answer the telephone within in____________. three
24.Offer the guest smoking or _________room while taking a reservation. Non-smoking
25.___________ is the room is expected to become vacant after the following guest checks out.
Due Out
26.VCI means Vacant, _________, and Inspected. cleaned
27.Always confirm mode of ________ at check out. payment
28.A _________ guest is one who arrives without a reservation. Walk in
29.The _________ desk is responsible for handling guest mail, messages, and local information
inquiries. Concierge
30.A room booked but not yet occupied is marked as _________ in the hotel system. Reserved
TICK THE TRUE /FALSE
1. Lack of knowledge is Barrier to communication. True
2. Airport hotels are located in center of the city. False
3. Guest relations department is responsible of cleaning & maintenance in hotel. False
4. Front office manager reports to Director Finance. False
5. RevPAR stands for Average room rate. False
6. RDM reports to EHK. False
7. Walk-in guest who arrive hotel without any reservation. True
8. PMS stands for Property Management System. True
9. First Aid box is necessary for the front office. True
10. Full Board means bed and breakfast. False
11. Front Desk Officers are responsible for smooth check-in and checkout. True
12. Concierge is one of the section works within Front Office Department. True
13. Hotel is not responsible to give the room against a guaranteed reservation. False
14. At the time of check in guest sign Folio for the registration process. False
15. Always confirm luggage pieces while answering luggage pickup request. True
16. Repeat details while confirming guest bookings. True
17. A normal check-in process should not take more than five minutes. True
18. Valet boys are designated personnel to handle guest luggage. False
19. Ask about the guest preference at the time of taking reservation for accommodation. True
20. Strong teamwork is a key to success in a Hotel business. True
21. The housekeeping department is solely responsible for room cleanliness. True
22. A no-show reservation can be charged for the first night. True
23. Loyalty programs are designed to encourage repeat business. True
24. All complaints are handled directly by the front office manager. False
25. The concierge service includes arranging tours outside the hotel. True
26. It is standard practice for hotels to overbook rooms based on historical no-show rates. True
27. The front office should always disclose room numbers out loud during check-in. False
28. A guaranteed reservation assures the guest that their room will be held until check-out the
following day. True
29. Room rates are fixed and cannot be adjusted for walk-in guests. False
30. All special requests from guests require additional charges. False

TICK THE RIGHT ANSWER

1. Answer telephone with in
a. 3 Rings
b. 50 Seconds
c. None of above

2. Front Office is department of

a. Room Division
b. Engineering & Maintenance
c. HR

3. Reservation is the
a. Backbone of the hotel
b. Backbone of the Front Office
c. Backbone of the F&B

4. Duty Manager reports to:

a. Front Office Manager
b. Food & Beverage
c. Engineering
 5. Guaranteed room reservation can be cancelled
a. 72 hours prior to arrival date
b. Same date of arrival
c. 24 hours prior to arrival date.

6. HRM stands for:

a. Human Resource Manager
b. Human Revenge Manager
c. Human reliever Manager

7. Occupancy can be calculated by using

a. Occupied rooms/Number of guests
b. Number of guests/available rooms
c. Occupied rooms/available rooms * 100

8. Rev Par means.

a. Revenue per available room
b. Net Room Revenue
c. Revenue per occupied room

9. ARR can be calculated by using

a. Total room revenue/available rooms
b. Occupied rooms/net room revenue
c. Net Room Revenue/occupied rooms

10. Creating Guest data base is operation.

a. Back of the house
b. Front of the house
c. .None of above
1. Knock the door for:
a. Three times with announcement before entering
b. Two times with announcement before entering.
c. Four times with announcement before entering.
2. Room inspection should be done by:
a. HK Supervisor
b. Room Boy
c. Receptionist
3. Duty Manager reports to
a. DSM
b. FOM
c. EHK
4. During the checkout process.
a. Ask the guest for luggage assistance
 b. Ask the guest if stay was comfortable
c. Both are above
5. Front office is a department which looks after:
a. Guest services
b. Guest meals
c. Rooms maintenance
6. Most appropriate to offer room orientation to the guest
a. While taking reservation.
b. While escorting at check-in
c. While checking out.
7. Which is the correct occupancy calculator
a. Rooms occupied divided by total rooms available for sale multiply by 100.
b. Rooms occupied multiply by 100 divided by available rooms
c. Total rooms available for sale divided by total occupied rooms multiply by 100
8. While listening a guest complaint.
a. Call the manager
b. Blame others
c. Regret quickly
9. To make an eye contact with the guest during interaction is a:
a. Negative employee behavior
b. Positive employee behavior
c. None of the above
10. A good personal hygiene reflects:
a. Venue standards
b. Employee standards
c. None of these.

11What is the primary function of a Property Management System (PMS) in a hotel?

a. To manage employee schedules
b. To manage guest reservations, check-ins/outs, and billing
c. To track hotel maintenance requests

12.Front office staff are responsible for:

a. Cooking meals for guests
b. Providing guest services and handling reservations
c. Cleaning guest rooms

13.What does the term 'RevPAR' stand for in the hotel industry?
a. Revenue per Available Room
b. Reservation and Payment Arrangement Record
c. Revenue per All Room
14.In the context of hotel operations, what is a 'folio'?
a. A type of room service menu
b. A guest's bill or account
c. A promotional brochure

15.A 'day use' rate applies to guests who:

a. Stay multiple nights
b. Stay over the weekend
c. Use the room during daytime hours only

16.Which of the following best describes 'Yield Management' in the hotel industry?
a. A strategy for waste management
b. A technique for managing employee performance
c. A pricing strategy based on demand forecasting

17.When a guest's reservation status is marked as 'guaranteed', it means:

a. The guest has paid in full in advance
b. The room will be held for the guest regardless of their arrival time
c. The guest is entitled to special amenities

18.What is the main purpose of a 'Guest History File' in a hotel?

a. To keep a record of guest complaints
b. To personalize future stays based on past preferences
c. To track the frequency of guest visits for security purposes

19.Which department is typically responsible for the management of swimming pools and
fitness centers in a hotel?
a. Housekeeping b. Front Office c. Recreation or Leisure Services

20.An 'express check-out' service allows guests to:

a. Skip the check-in process
b. Check out without visiting the front desk
c. Check out after the standard time without extra charges

Q4: Define Front of the house operation.

 Q5: Explain how to improve up selling. .
Q6: Explain room reservation, Source & types of reservations.
Q7: Explain the duties of front office department
Q8: Explain personal hygiene
Q9: Write a telephone greeting at reception and few telephone handling techniques?
Mention complaint handling steps and few reason guests can complaint?
Q#5 What are the types of reservation and basic information to add a reservation in PMS?
Q#6 Explain hotel department and their few duties?
Q#7 What are the qualities of Front Office staff
Q#8 What is the role of front office and mention few sections work within front office?
Q#9 Write the procedure of guest booking ?
Q#10 Explain the importance of registration card and the type of information mentioned?
Q#11 What are the types of hotel?
Q#12 How to handle guest complaints?
Q#13 Explain the types of guests and their needs?
Q#14 Write down 10 room status codes?
Q#15 Write down the dialogues use at front office?

Q4: Define Front of the House Operations

Front of the House Operations in a hotel refers to the areas where guests interact directly with
hotel staff and services. These include:
 Front Desk: Check-in, check-out, reservations, and guest inquiries.
 Concierge: Assists guests with various services such as booking tours, providing
information, and arranging transportation.
 Bell Desk: Handles luggage, assists with guest arrivals and departures.
 Guest Relations: Handles guest requests, complaints, and special arrangements.
 Public Areas: Spaces like lobby, restaurants, bars, and lounges where guests spend time.
Q5: Explain How to Improve Upselling
Upselling is the practice of persuading guests to purchase additional services or upgrades.
Effective strategies include:
 Product Knowledge: Staff should be well-informed about available upgrades and their
benefits.
 Personalization: Tailor recommendations based on guest preferences and needs.
 Timing: Present upsell offers at appropriate moments during the guest interaction.
 Value Proposition: Clearly communicate the added value or benefits of the upsell.
 Training: Provide training to staff on upselling techniques and incentives.
Q6: Explain Room Reservation, Source & Types of Reservations
Room reservation is the process of booking accommodation in advance. Sources of reservations
include direct bookings (phone, hotel website), travel agencies, online travel agencies (OTAs),
and corporate bookings. Types of reservations include:
 Guaranteed Reservation: Confirmed with a deposit or credit card guarantee.
 Non-Guaranteed Reservation: Held until a certain time without advance payment.
 Group Reservation: Multiple rooms booked together for a group.
 Day Use Reservation: Room booked for a short period during the day.
  Walk-in Reservation: Made upon arrival without prior booking.
Q7: Explain the Duties of Front Office Department
Duties of the front office department include:
 Guest Check-in and Check-out: Handling arrivals and departures.
 Room Reservations: Managing room bookings and cancellations.
 Guest Services: Providing information, handling requests, and ensuring guest
satisfaction.
 Billing and Payment: Processing payments, handling invoices, and maintaining financial
records.
 Security: Monitoring guest and hotel property security.
 Telephone Handling: Answering calls, taking messages, and transferring calls.
Q8: Explain Personal Hygiene
Personal hygiene refers to practices that promote cleanliness and health, especially in a
hospitality setting where staff interaction with guests is frequent. Key aspects include:
 Hand Hygiene: Regular washing with soap and water or using hand sanitizers.
 Uniform Cleanliness: Wearing clean and pressed uniforms.
 Grooming: Neat and tidy appearance, including well-groomed hair and nails.
 Oral Hygiene: Fresh breath and dental care.
 Health Checks: Monitoring and reporting any health issues to prevent the spread of
illness.
Q9: Write a Telephone Greeting at Reception and Few Telephone Handling Techniques
Telephone Greeting: "Good [Morning/Afternoon/Evening], thank you for calling [Hotel Name].
This is [Your Name]. How may I assist you today?"
Telephone Handling Techniques:
 Answer Promptly: Within 3 rings.
 Be Polite and Professional: Use courteous language and tone.
 Active Listening: Focus on the caller’s needs and concerns.
 Take Notes: Record important details accurately.
 Transfer Calls Efficiently: Ensure callers reach the correct department or person
promptly.
Complaint Handling Steps and Reasons Guests Can Complain
Steps:
1. Listen Actively: Let the guest explain their concern fully.
2. Empathize: Acknowledge their feelings and apologize if appropriate.
3. Resolve: Offer a solution or take action to resolve the issue promptly.
4. Follow Up: Ensure the guest is satisfied with the resolution.
Reasons Guests Can Complain:
 Room cleanliness or maintenance issues
 Noise disturbances
 Poor service or staff attitude
 Billing errors
 Amenities not meeting expectations
Q10: What Are the Types of Reservation and Basic Information to Add a Reservation in
PMS?
Types of Reservations:
 Individual
  Group
 Guaranteed
 Non-guaranteed
 Walk-in
Basic Information for Reservation in PMS:
 Guest Name
 Arrival and Departure Dates
 Room Type and Preferences
 Contact Information (phone number, email)
 Special Requests (e.g., bed preferences, dietary needs)
 Payment Method (for guaranteed reservations)
Q11: Explain Hotel Departments and Their Duties
Hotel Departments include:
 Front Office: Guest check-in, reservations, guest services.
 Housekeeping: Cleaning rooms, maintaining cleanliness standards.
 Food and Beverage: Restaurants, bars, room service.
 Sales and Marketing: Promoting the hotel, attracting guests.
 Finance: Billing, payments, financial records.
 Maintenance: Repair and maintenance of hotel facilities.
Duties vary but generally focus on delivering excellent guest experiences, maintaining hotel
operations, and ensuring profitability.
Q12: What Are the Qualities of Front Office Staff?
Qualities include:
 Excellent Communication Skills
 Customer Service Oriented
 Professionalism and Poise
 Problem-Solving Abilities
 Organizational Skills
 Attention to Detail
 Adaptability and Flexibility
 Teamwork
These qualities contribute to effective guest interactions and smooth front office operations.
Q13: What Is the Role of Front Office and Mention Few Sections within Front Office?
Role of Front Office:
 First point of contact for guests
 Handling reservations and check-ins
 Providing information and assistance to guests
 Coordinating with other hotel departments
 Ensuring guest satisfaction
Sections within Front Office:
 Front Desk
 Concierge
 Reservations
 Guest Relations
 Bell Desk
Each section plays a vital role in delivering quality guest services and maintaining operational
efficiency.
Q14: Write the Procedure of Guest Booking?
Guest Booking Procedure involves:
1. Reservation Request: Guest contacts the hotel to inquire about room availability.
2. Reservation Creation: Front desk staff checks availability, collects guest details, and
creates a reservation in the PMS.
3. Confirmation: Confirmation is provided to the guest, including details of the booking
and any special requests.
4. Guarantee: For guaranteed reservations, a deposit or credit card guarantee may be
required.
5. Check-In: Guest arrives at the hotel, completes registration, and receives room keys.
Q15: Explain the Importance of Registration Card and the Type of Information
Mentioned?
Importance of Registration Card:
 Legal Documentation: Contains guest details required by law (e.g., for police reporting).
 Guest Identification: Confirms guest identity and contact information.
 Billing Information: Records payment method and any incidental charges.
Information on Registration Card:
 Guest Name
 Address
 Contact Details
 Arrival and Departure Dates
 Room Number
 Payment Method
 Signature for Terms and Conditions

Types of Hotels
31. Luxury Hotels: Offer high-end services and facilities, typically located in prime areas.
32. Budget Hotels: Affordable accommodations with basic amenities.
33. Boutique Hotels: Small, stylish hotels offering unique experiences.
34. Resort Hotels: Located in vacation destinations, offering recreational facilities.
35. Business Hotels: Cater to business travelers, often near business districts.
36. Airport Hotels: Conveniently located near airports.
37. Extended Stay Hotels: Designed for long-term stays, offering kitchen facilities.
38. Hostels: Budget-friendly, shared accommodations, often preferred by backpackers.
39. Motel: Budget-friendly accommodations typically located along highways for motorists.
40. Casino Hotels: Offer gambling facilities in addition to standard hotel amenities.

Handling Guest Complaints

5. Listen Actively: Pay full attention to the guest without interrupting.
6. Empathize: Show understanding and concern for their issue.
7. Apologize: Offer a sincere apology for the inconvenience caused.
8. Take Action: Address the complaint promptly and effectively.
 9. Follow Up: Check back with the guest to ensure the issue was resolved to their
satisfaction.
10. Record the Complaint: Document the issue and the resolution for future reference.

Types of Guests and Their Needs

d. Business Travelers: Require high-speed internet, business centers, meeting rooms.
e. Families: Need larger rooms, child-friendly amenities, and recreational activities.
f. Couples: Often seek romantic packages, privacy, and special services.
g. Solo Travelers: Prefer safety, connectivity, and social activities.
h. Backpackers: Look for budget accommodations, shared facilities, and local
experiences.
i. Luxury Seekers: Demand high-end services, exclusive amenities, and personalized
attention.
j. Elderly Guests: Need accessible rooms, medical facilities, and quiet environments.
k. Long-Term Guests: Require kitchenettes, laundry services, and homely environments.
l. Group Travelers: Need large spaces, group rates, and coordinated activities.
m. Event Attendees: Require proximity to event venues, shuttle services, and networking
spaces.

Room Status Codes

11. OCC: Occupied
12. VAC: Vacant
13. OOO: Out of Order
14. OOS: Out of Service
15. DND: Do Not Disturb
16. C/O: Check-Out
17. C/I: Check-In
18. R: Reserved
19. CLN: Clean
20. DIR: Dirty

Dialogues Used at Front Office

11. Greeting: "Good morning/afternoon/evening! Welcome to [Hotel Name]. How can I assist
you today?"
12. Check-In: "May I have your ID and reservation details, please?"
13. Check-Out: "I hope you enjoyed your stay. May I assist you with your check-out process?"
14. Reservation Inquiry: "Could you please provide the dates of your stay and the type of room
you prefer?"
15. Handling Complaints: "I apologize for the inconvenience. Let me see how we can resolve
this issue for you immediately."
16. Providing Information: "The breakfast is served from 7 AM to 10 AM in the dining area."
17. Room Service Request: "How may I assist you with room service today?"
18. Wake-Up Call: "What time would you like your wake-up call, Mr./Ms. [Last Name]?"
19. Directions: "To get to your room, take the elevator to the third floor, and it will be the second
door on your right."
20. Feedback Request: "We value your feedback. How was your stay, and is there anything we
can improve?"