Dhtm 014: Front Office Operations Question Paper
Dhtm 014: Front Office Operations
Course:Education
Institution: Kenya Methodist University question papers
Exam Year:2011
KENYA METHODIST UNIVERSITY
END OF 3''RD ''TRIMESTER 2011 EXAMINATIONS
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
Write short notes on the following (10mks)
Yield management
Concierge
Guest relations desk
Check – in
Check out procedures
Discuss the importance of a well organized reception office (10mks)
Question Two
Reservation agent plays a more proactive role than just booking clerk. Elucidate
(10mks)
Explain different types of popular modes used by guests to make room reservations
(10mks)
Question Three
Explain the following
Basic principal accounting
(5mks)
Process of initiating a folio
(5mks)
Explain the procedure of handling credit card
(10mks)
Question four
Explain tools used by the reservation agents for a confirmed reservation assurances against "no show"
(10mks)
What is customer service
(2mks)
Explain components of positive attitudes
(8mks)
Question Five
Explain the following concepts
Included and excluded tour features
Deposit and payment schedule
Cancellation and refund policy
(10mks)
The term "sale" may look misleading to those who are unfamiliar with the industry. Explain
(4mks)
State the importance of information flow within the organization
(6mks)
Question Six
"Cashier is an instrumental department within any organization". With reference to this statement discuss the broad duties of a front office cashier (20mks)
Question Seven
With illustration of a well labeled diagram give an example of front office organization chart of a small hotel
(10mks)
Explain challenges associated with group booking
(10mks)
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