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Dhtm 014: Front Office Operations Question Paper

Dhtm 014: Front Office Operations

Course:Education

Institution: Kenya Methodist University question papers

Exam Year:2013

KENYA METHODIST UNIVERSITY
END OF 1ST TRIMESTER 2013 (DAY) EXAMINATION
FACULTY : EDUCATION AND SOCIAL SCIENCES
DEPARTMENT : EDUCATION
UNIT CODE : DHTM 014
UNIT TITLE : FRONT OFFICE OPERATIONS
TIME : 2 HOURS

INSTRUCTIONS
Answer any three questions
Question One
Enumerate ten basic activities carried out by front office department.
(10 Marks)
Explain five factors to consider when designing a front office reception area.
(10 Marks)
Question Two
With an aid of a diagram, explain guest cycle. (20 Marks)
Question Three
Highlight five guest expectations in a hotel.
(5 Marks)

Explain five ways of handling complaints from hotel guests.
(10 Marks)

Why do hotels sometimes overbook?
(5 Marks)
Question Four
Explain five methods of bill settlement in a hotel.
(10 Marks)
Describe how you would handle dissatisfied customers in a hotel.(5 Marks)
Why are late charges of concern to the hotel management?
(5 Marks)
Question five
Explain what causes accidental overbooking.
(10 Marks)

Explain five functions of a reservation system.
(10 Marks)

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