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Chtm 0016: Introduction To Front Office Operations Question Paper

Chtm 0016: Introduction To Front Office Operations

Course:Certificate In Hospitality And Tourism Management

Institution: Chuka University question papers

Exam Year:2013

CHUKA

UNIVERSITY

UNIVERSITY EXAMINATIONS

FIRST YEAR EXAMINATION FOR THE AWARD OF
CERTIFICATE IN HOSPITALITY AND TOURISM MANAGEMENT

CHTM 0016: INTRODUCTION TO FRONT OFFICE OPERATIONS

STREAMS: CERT (CHTM) Y1S1 TIME: 2 HOURS

DAY/DATE: WEDNESDAY 14/8/2013 11.30 A.M. – 1.30 P.M.
INSTRUCTIONS:

Answer all Questions in Section A and any other Two in Section B

SECTION A: COMPULSORY SECTION (30 MARKS)

1. Distinguish between ‘front of the house’ and ‘back of the house’ in a hotel.
[2 marks]

2. Name the section likely to be found within a typical front office. [4 marks]

3. Enumerate the equipment necessary in the front office and the functions of each.
[5 marks]

4. Highlight the required qualities in the front office staff. [4 marks]

5. Use a diagram to illustrate the components of the ‘Guest cycle’. [4 marks]

6. Outline how the following g departments relate with the front office in their
operations:

(a) Sales and marketing [2 marks]
(b) Food and beverage [2 marks]
(c) Accounts [2 marks]

7. What are the steps involved in guest registration? [5 marks]

SECTION B: ANSWER ANY TWO QUESTIONS (40 MARKS)

8. (a) Describe the type of guest information that a reservation agent should obtain
during a reservation enquiry. [10 marks]

(b) Explain the various methods through which payments can be made in a hotel
for the services rendered to a guest. [10 marks]

9. (a) Describe the steps involved in the guest check out process. [10 marks]

(b) Describe the roles of the front office manager. [10 marks]

10. Describe the various types of security threats that hotels generally face and suggest
the methods through which they can be handled. [20 marks]

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Chtm 0016: Introduction To Front Office Operations Question Paper

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