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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:2012

KENYA METHODIST UNIVERSITY
END OF 1''st ''TRIMESTER 2012 EXAMINATIONS
FACULTY : EDUCATION AND SOCIAL SCIENCES
DEPARTMENT : EDUCATION
UNIT CODE : DHTM 014
UNIT TITLE : FRONT OFFICE OPERATION
TIME : 2 HOURS

INSTRUCTIONS
Answer any four questions.
Question One
Discuss the importance of front office in a hotel.
(10 Marks)

Explain five attributes of a front office staff.
(5 Marks)
Question Two
Differentiate between guaranteed and non guaranteed reservation.
(2 Marks)

Explain four methods of guaranteeing a reservation.
(4 Marks)

Why do hotels sometimes deny booking a guest?
(4 Marks)
Some hotels have business centers, what role do such centers play?
(5 Marks)
Question Three
Explain the two methods of documenting reservations.
(6 Marks)

Which of the two methods would you use in a small resort hotel and Why?
(5 Marks)

Who is a black listed guest and what would make a guest to be blacklisted?
(4 Marks)
Question Four
Discuss the guest cycle. (15 Marks)
Question Five
A guest wishes to check-in early, explain the steps to be followed.
(10 marks)

Briefly explain the main points of a room status report.
(5 Marks)
Question Six
Discuss check out procedures in a hotel.
(10 Marks)

Briefly explain how one would create a good last impression.
(5 Marks)

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