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Front Office (Dhtm 014) (Frof 021) Question Paper

Front Office (Dhtm 014) (Frof 021)

Course:Education

Institution: Kenya Methodist University question papers

Exam Year:2013

TIME : 2 HOURS

Instructions:
Answer any three questions in the answer booklet provided.
All questions carry equal marks.
Question One
In relation to three major functions, explain the importance of the front office department.
(10 marks)
Explain five qualities of Front Office Staff.
(10 marks)

Question Two
Why is it necessary to have a business centre at the front office.
(3 marks)
Highlight four points to show the importance of the reservation process.
(4 marks)
Highlight three uses of the reservation information.
(3 marks)
Explain guaranteed and non-guaranteed reservations.
(10 marks)

Question Three
Explain three factors that determine the organization of the Front Office Department and the four phases of a guest cycle. (20 marks)

Question Four
Differentiate between "Guest with Reservations" and "Walk-in-guests."
(2 marks)
Describe four reasons for blacklisting guests.
(8 marks)
Explain "Over booking" and show the procedure a receptionist could follow to avoid guest disappointments.
(10 marks)

Question Five
Highlight the effects of technology in the Front Office Department.
(5 marks)
Explain how a receptionist can create a good last impression.
(5 marks)
Describe five ways a guest could settle their accounts in the hotel.
(10 marks)

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