Bhtm 210:Front Office Operations Question Paper

Bhtm 210:Front Office Operations

Course:Hospitality & Tourism

Institution: Kenya Methodist University question papers

Exam Year:2013

KENYA METHODIST UNIVERSITY

END OF 2''ND ''TRIMESTER 2013 (FT) EXAMINATION
FACULTY : EDUCATION AND SOCIAL SCIENCES
DEPARTMENT : EDUCATION
UNIT CODE : BHTM 210
UNIT TITLE : FRONT OFFICE OPERATIONS
TIME : 2 HOURS

Instructions:

Answer any four questions

Question One

Explain three main functions of a front office.

(3 marks)

Discuss the guest cycle in a hotel.

(12 marks)

Question Two

Explain in details the duties of the following front office personnel.
Guest relations officer
Head porter

Front desk clerks.

(9 marks)

Explain the role of a business center in a hotel.

(3 marks)

Explain the contract of booking.

(3 marks)

Question Three

Differentiate between guaranteed and not guaranteed reservation.

(2 marks)

Explain four methods of guaranteeing a reservation.

(4 marks)

Why do hotels sometimes overbook? Give three points.

(3 marks)

Briefly explain the importance of reservation in a hotel.

Question Four

Explain four incidences that would warrant a reservation clerk to deny a guest request for reservation.

(4 marks)

Explain two types of reservation documents stating where are used.

(11 marks)

Question Five

Differentiate the following:

Walk-in-guests and walking-in guests. (2 marks)

Explain the procedure you would follow if an expected guest wishes to check-in early.

(5 marks)

Explain the check out procedures for a V.I.P guest.

(5 marks)

Define late charges. Why are late charges of concern to the management?

(3 marks)

Question Six

Briefly explain how the front office staff can create good last impression to a guest who is checking out.

(5 marks)

Discuss in details two methods of account settlement.

(10 marks)

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