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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