Chtm 0016: Introduction To Front Office Operations Question Paper
Chtm 0016: Introduction To Front Office Operations
Course:Certificate In Hospitality And Tourism Management
Institution: Chuka University question papers
Exam Year:2013
CHUKA
UNIVERSITY
UNIVERSITY EXAMINATIONS
FIRST YEAR EXAMINATION FOR THE AWARD OF
CERTIFICATE IN HOSPITALITY AND TOURISM MANAGEMENT
CHTM 0016: INTRODUCTION TO FRONT OFFICE OPERATIONS
STREAMS: CERT (CHTM) Y1S1 TIME: 2 HOURS
DAY/DATE: WEDNESDAY 14/8/2013 11.30 A.M. – 1.30 P.M.
INSTRUCTIONS:
Answer all Questions in Section A and any other Two in Section B
SECTION A: COMPULSORY SECTION (30 MARKS)
1. Distinguish between ‘front of the house’ and ‘back of the house’ in a hotel.
[2 marks]
2. Name the section likely to be found within a typical front office. [4 marks]
3. Enumerate the equipment necessary in the front office and the functions of each.
[5 marks]
4. Highlight the required qualities in the front office staff. [4 marks]
5. Use a diagram to illustrate the components of the ‘Guest cycle’. [4 marks]
6. Outline how the following g departments relate with the front office in their
operations:
(a) Sales and marketing [2 marks]
(b) Food and beverage [2 marks]
(c) Accounts [2 marks]
7. What are the steps involved in guest registration? [5 marks]
SECTION B: ANSWER ANY TWO QUESTIONS (40 MARKS)
8. (a) Describe the type of guest information that a reservation agent should obtain
during a reservation enquiry. [10 marks]
(b) Explain the various methods through which payments can be made in a hotel
for the services rendered to a guest. [10 marks]
9. (a) Describe the steps involved in the guest check out process. [10 marks]
(b) Describe the roles of the front office manager. [10 marks]
10. Describe the various types of security threats that hotels generally face and suggest
the methods through which they can be handled. [20 marks]
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