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 3''RD ''TRIMESTER 2012 (DAY) EXAMINATIONS
FACULTY : EDUCATION AND SOCIAL SCIENCES
DEPARTMENT : EDUCATION
UNIT CODE : DHTM 014
UNIT TITLE : FRONT OFFICE OPERATIONS
TIME : 2 HOURS
Instruction:
Answer any Three questions.
Question One
Define the following terms used in front office e operations. (10mks)
Guest relations desk
Cheek-in
Customer service
Concierge
Central reservations office.
Enumerate five duties of front office cashier.
(10mks)
Question Two
State five factors to bear in mind when planning front office reception area.
(5mks)
Discuss three components of good customer’s service.
(15mks)
Question Three
State five qualities of front office staff.
(10mks)
Explain the ways used by the reservation agents to protect themselves form no shows.
(10mks)
Question Four
Explain four methods of guaranteeing a reservation.
(8mks)
Give four reasons of denying a booking.
(4mks)
Explain four ways of creating a good first impression by the front office.
(8mks)
Question Five
with an aid of a diagram, discuss the guest cycle. (20mks)
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