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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 3''RD ''TRIMESTER 2013 (PT) EXAMINATION
FACULTY : EDUCATION AND SOCIAL SCIENCES
DEPARTMENT : EDUCATION
UNIT CODE : BHTM 210
UNIT TITLE : FRONT OFFICE OPERATIONS AND CUSTOMER
SERVICE
TIME : 2 HOURS

Instructions:

Answer any four questions.

Question One

State three major functions of front office in a hotel.

(3 marks)

Explain five essential attributes of front office staff.

(5 marks)

Explain the duties of the following front office personnel’s.

(5 marks)

Guest relations office
Page boys
Night auditors

Explain the role of a business center in a hotel.

(2 marks)

Question Two

Explain two types of reservations stating how each is made.

(4 marks)

Explain he contract of booking citing legal implications to the parties concerned.

(4 marks)

Explain why some hotels intentionally overbook.

(3 marks)

Why do hotel sometimes deny booking a guest?

(4 marks)

Question Three

Explain the procedure of checking-in a guest.

(4 marks)

Supposing a guest wants to check-in earlier than he had indicated in his booking. What may the front office personnel do to ensure a smooth process?

(5 marks)

Discuss the room status report.

(6 marks)

Question Four

Explain three categories of guests who come to the hotel.

(3 marks)

Explain why the guest history is important to the hotel management.

(2 marks)

If a guest wants to settle his bills using a credit card, what checks should the front office cashier carry out?

(4 marks)

Explain why late changes are of concern to the hotel management.

(6 marks)

Question Five
Discuss the guest cycle. (15 marks)

Question Six

Explain the check-out-procedure in a hotel.

(5 marks)

Explain two methods of account settlement in a hotel.

(4 marks)

How may the front office personnel create a good last impression to a guest who is leaving the hotel?

(6 marks)

Bhtm 210:Front Office Operations Question Paper

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