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Title Name Amity Solved Assignment MBA HM 3th Sem for Front Office Management 
University AMITY
Service Type Assignment
Course MBA
Semister Semester-III-Hospitality-Management Cource: MBA
Short Name or Subject Code Front Office Management 
Commerce line item Type Semester-III-Hospitality-Management Cource: MBA
Product Assignment of MBA Semester-III-Hospitality-Management (AMITY)

Solved Assignment


  Questions :-

                                                                                         Front Office Management 

Section A

  1. Explain the process of taking a reservation of room through telephone; also explain the information required by guest to reserve the room.
  2. List the steps followed by a receptionist to register a guest and assign a room.
  3. Explain any three reports prepared by front office department and its objectives.
  4. Describe the coordination of front office department with housekeeping department, why the coordination between the two departments so important.
  5. Describe different pricing strategies adopted by hotels to increase revenue.
  6. List and describe functions performed by bell desk of front office in a five star hotel
  7. List and describe the duties and responsibility of the Duty Manager of Front Office.
  8. Define Forecasting; list the benefits of forecasting for front office department

 

 

 

 

 

 

 

 

Section B

Case Detail:

Ms Janet was travelling to Delhi, India from London. She was not very pleased to come to Delhi as she was travelling alone and heard of recent incidents of crime against women in the city. It was only a business visit of 5 days and she was very perplexed. The feeling of anxiety was evident in her behaviour when she registered in the hotel. Rajeev the receptionist sensed it and asked her about it, she stated that she was very unwilling to come to Delhi as even the UK government had issued a notification about safety concern of women travelling alone to India. Anurag the duty manager heard the conversation and informed Janet that this is just the media hype and she should not be afraid.

Anurag instructed Rajeev to be more concerned about her and ensure she should not face any problems, Anurag also informed about Janet in the meeting with General Manager, Mr Vijay Sharma.

The concerns raised by Janet forced Vijay to bring necessary changes in the hotels to ensure safety and security of women, although the hotel has a policy and procedures to deal with issues of women travelling alone. But Vijay thought it to be limiting and want it to be changed so that women travelling alone should be provided a safe and secure stay and improve guest satisfaction.

Vijay called up a meeting and following suggestion were introduced by the participants

1) To have separate floors reserved only for female guest, where all the services provided to them by female staff.

2) To hire cabs with women drivers only, carrying female guests travelling

3) To devise a booklet informing women travelers about the risks in travelling to a particular location in the city.

After the meeting was over Vijay was lost in his thinking about better ideas to ensure more comfortable stay for women travellers travelling alone

 

Questions:-

  1. Describe the various measures a hotel should take to ensure security and safety of women guest staying alone in the hotel.
  1. Describe the reasons behind the growing concerns related to women security in India.
  2. Explain the concept of all women floors in hotel. How it is different from other floors of Hotel.

 

 

 

Section C

Question No. 1           Marks - 10

________________________________________

As per front office accounting, a current account is           

Options          

  1. accounts less than 5 days
  2. account more than 90 days
  3. accounts less than 30 days old
  4. account for the current day only

 

 

 

Question No.  2          Marks - 10

________________________________________

Hotel with large convention halls, usually away from city and are able to provide banquet facility for large numbers are actually targeting         

Options                      

  1. buisness clientele
  2. adventure tourism
  3. MICE touirsm
  4. Sports tourism

 

 

 

Question No.  3          Marks - 10

________________________________________

Which of the following types of front office software enables a hotel to generate room reports, revenuereports, and forecasting reports?  

Options                      

  1. Reservations management software
  2. Guest accounting software
  3. reservation system
  4. room management system

 

 

 

Question No.  4          Marks - 10

________________________________________

High balance account means           

Options                      

  1. guest is spending more and should be given add on services
  2. guest has exceeded the maximum credit set by hotel
  3. guest has paid more than his bill
  4. guest has paid in advance

 

 

 

Question No.  5          Marks - 10

________________________________________

Skipper is a guest     

Options          

  1. who leaves the hotel without paying his bill
  2. who steal away hotel´s property
  3. who has left his belonging in hotel
  4. who sleeps out of the hotel

 

 

 

Question No.  6          Marks - 10

________________________________________

 In a time share property     

Options          

  1. guests or partners can get rooms at a specified time only
  2. it is a hotel where rooms are reserved on first come first serve basis
  3. it is a hotel which allows the guest to share rooms
  4. only travel agent or airlines crew is allowed to stay in hotel

 

 

 

Question No.  7          Marks - 10

________________________________________

Revenue management is a tool        

Options          

  1. to maximize room revenue
  2. to maximize occupancy
  3. to increase profit of hotel operations
  4. to increase efficiency of house keeping

 

 

 

Question No.  8          Marks - 10

________________________________________

The report that indicates which rooms are occupied and which guests are expected to check out the following day is called the    

Options                      

  1. occupancy report
  2. registration report
  3. housekeeping report
  4. discrepancy report

 

 

 

Question No.  9          Marks - 10

________________________________________

Term king and queen is used for which object in a hotel room   

Options          

  1. sofa cum bed
  2. bed
  3. size of room
  4. almirah

 

 

 

Question No.  10        Marks - 10

________________________________________

Which of the following settlement options will work with express check-out and self-check-out?       

Options          

  1. cash
  2. credit card
  3. cheque
  4. draft

 

 

 

Question No.  11        Marks - 10

________________________________________

The usual standard hotel billing instruction code CC means       

Options          

  1. check in check out
  2. credit card
  3. cost to company
  4. cost cutting

 

 

 

Question No.  12        Marks - 10

________________________________________

Skimming price means         

Options          

  1. low price for customer using new product
  2. high price for loyal customer
  3. high price for new product for its innovation and earning more initially
  4. low price for preferred customer

 

 

 

Question No.  13        Marks - 10

________________________________________

Standard hotel billing instruction code BTTA means      

Options          

  1. bill to travel agent
  2. by the time of arrival
  3. bell desk and travel agent
  4. bill to tour arranger

 

 

 

Question No.  14        Marks - 10

________________________________________

 Market segmentation on the basis of usage of product   

Options          

  1. behavioral segmentation
  2. psychographic segmentation
  3. volume segmentation
  4. demographic segmentation

 

 

 

Question No.  15        Marks - 10

________________________________________

OTA means     

Options          

  1. on time arrival
  2. over time
  3. on the assignment
  4. online travel agent

 

 

 

Question No.  16        Marks - 10

________________________________________

Market segmentation depending on personality and perception of consumer   

Options          

  1. volume segmentation
  2. demographic segmentation
  3. behavioural segmentation
  4. psychographic segmentation

 

 

 

Question No.  17        Marks - 10

________________________________________

As per legal requirement the Front Office will ask from guest    

Options          

  1. advance for their stay
  2. their ID proof and residence proof
  3. credit card
  4. bank account number

 

 

 

Question No.  18        Marks - 10

________________________________________

In morning when housekeeping department went in to room number 225, they found the guest is not present, also it is observed that there is no requirement to make a bed as it is not been used. Housekeeping department will report the room as            

Options          

  1. skipper
  2. sleeper
  3. sleep out
  4. sleep in

 

 

 

Question No.  19        Marks - 10

________________________________________

Report which tally the room occupancy report of FO with actual occupancy is known as

Options          

  1. housekeeping report
  2. A & D report
  3. ARR report
  4. discrepancy report

 

 

 

Question No.  20        Marks - 10

________________________________________

High balance report is prepared by

Options                      

  1. night auditor
  2. Front Office Manager
  3. Divisional Manager
  4. receptionist

 

 

 

Question No.  21        Marks - 10

________________________________________

VPO in front office is a term used for          

Options                      

  1. virtual personal office
  2. virtual post office
  3. very personal observation
  4. visitor paid out

 

 

 

Question No.  22        Marks - 10

________________________________________

 ARR means  

Options                      

  1. average room rate
  2. average room revenue
  3. average rented rooms
  4. average room reserved

 

 

 

Question No.  23        Marks - 10

________________________________________

It is the another name for hotel register     

Options                      

  1. green book
  2. blue book
  3. red book
  4. white book

 

 

 

Question No.  24        Marks - 10

________________________________________

C form is made for     

Options          

  1. all guest in hotels
  2. all domestic guest in hotel
  3. all foreign guest in hotel
  4. all guest staying on credit basis

 

 

 

Question No.  25        Marks - 10

________________________________________

VAT is             

Options          

  1. variety added in taxation
  2. value added tax
  3. value accrured tax
  4. variable added tax

 

 

 

Question No.  26        Marks - 10

________________________________________

Which of the following results from a communication problem between housekeeping and the front office?           

Options                      

  1. room status discrepancies
  2. over booking
  3. over staying guest
  4. lock in situation

 

 

 

Question No.  27        Marks - 10

________________________________________

International date line is named as

Options          

  1. primordia
  2. prime meridian
  3. antemeridian
  4. postmeridian

 

 

 

Question No.  28        Marks - 10

________________________________________

When a room rate is charged as house use rate, then the room rate is   

Options          

  1. rack rate
  2. discounted rate
  3. premium rate above rack rate
  4. no charge or 0 rate

 

 

 

Question No.  29        Marks - 10

________________________________________

Total room sales divided by the number of rooms sold represents          

Options                      

  1. room rate
  2. average daily rate
  3. room occupancy rate
  4. average rack rate

 

 

 

Question No.  30        Marks - 10

________________________________________

Hotel employee is responsible for balancing the guest accounts every day         

Options                      

  1. night auditor
  2. day auditor
  3. FO clerk
  4. room division manager

 

 

 

Question No.  31        Marks - 10

________________________________________

The usual check in check out time for calculation of room rent is          

Options

  1. 12:00 midnight
  2. 10:00:00 AM
  3. 10:00:00 PM
  4. 12:00 noon

 

 

 

Question No.  32        Marks - 10

________________________________________

Hotel performance is based on which of the following operating ratios 

Options          

  1. ROP
  2. RTS
  3. ADR
  4. FRE

 

 

 

Question No.  33        Marks - 10

________________________________________

Total rooms in the hotel are 410; total rooms available are 400; total rooms sold are 350; total revenue is 34,30,000. What is the ADR?          

Options                      

  1. 9625
  2. 11000
  3. 9390
  4. 9800

 

 

 

Question No.  34        Marks - 10

________________________________________

Hotel Room with 4 beds is termed as          

Options          

  1. cabana room
  2. hollywood room
  3. quad room
  4. duplex room

 

 

 

Question No.  35        Marks - 10

________________________________________

Parlour room is        

Options          

  1. single bed room
  2. room with kitchen
  3. room only with sitting arrangement
  4. room with four bed

 

 

 

Question No.  36        Marks - 10

________________________________________

Sleeper room is         

Options          

  1. room occupied by hotel staff
  2. room with kitchen
  3. room only with sitting arragment
  4. only available in night for sleeping only

 

 

 

Question No.  37        Marks - 10

________________________________________

Lanai room is            

Options          

  1. room near swimming pool
  2. room situated in a secluded corner of building
  3. room with a scenic view
  4. room at ground floor

 

 

 

Question No.  38        Marks - 10

________________________________________

Concept of Capsule Hotel is first introduced in which country   

Options          

  1. USA
  2. Germany
  3. Japan
  4. India

 

 

 

Question No.  39        Marks - 10

________________________________________

Mr Manish Bhatt, checked in a hotel for a period of 6 month, the room is furnished and all basic services are provided. The type of hotel Mr Manish has checked in is     

Options          

  1. vacation hotel
  2. service appartment
  3. studio room
  4. buisness hotel

 

 

 

Question No.  40        Marks - 10

________________________________________

It is one of the software used in front office operation     

Options          

  1. SQL
  2. EXCESS
  3. opera
  4. SYMPHONY
  Answers :-

                                                                                 Front Office Management

Section A

  1. Explain the process of taking a reservation of room through telephone; also explain the information required by guest to reserve the room.

Answer:-

Finding a Room

When a guest calls to request a room for a specific place and time, this is called checking availability. Most hotels have a management system that tells reservation clerks the kinds and types of rooms available for given periods and lists prices for those rooms. Reservation clerks, once they have found a room for the guest, should provide a brief description of the facilities. The description should recount the bed size and number of beds in the room along with any special accommodations included, such as a refrigerator or balcony.

Requests and Guarantees

A critical part of any hotel reservation procedure is to note special requests so they are properly accommodated. If a particular room type is not available, for example, guests will make a reservation for a different room type and ask that their original preference be noted. Alternately, a guest might require a crib or a roll-away bed for a child. Once the accommodations are settled, guests are often asked to guarantee a room with a credit card. Some hotel procedures allow a temporary hold with no credit card in expectation of a deposit.

Reservations are meant to prevent a hotel from being oversold, making sure a potential guest understands the reservation cancellation policies can prevent rooms from being held unnecessarily. Likewise, a guest should know what time he can check into a room and what time he must check out. Reservation procedures should direct front office clerks to make these clear to the guest before completing the reservation. A good reservation procedure includes instructions about parking and any associated fees as well as the availability of airport and public ground transportation.

 

 

  1. List the steps followed by a receptionist to register a guest and assign a room.

Answer:-

Process of guest registration

Pre- registration activity:

This is the activity of pre-printing of the entire guest on a registration card prior to their arrivals. All guests have to check their detail is correct, sign the card and received them.

Creating the registration records:

After the first step is finished them the registration card is filled with the guest details. Name of guest, Arrival and departure etc. should be recorded on it by the guest.

Assigning the room and rate:

The process is different according to the categories of guests. Room assignment for the guest who are with pre-reservation. They should provide the information of room and rates.

Establishing the mode of payments:

After the guest makes reservation his/her future method of payments is recorded in the registration card. This presentation measure will help to prevent embarrassment to the guest at the checkout time.

Issuing the room key:

After the completion of the registration procedure, the guest received/ issued key. Key should issue with key card as proof of the guest identity

Escorting guest to the room:

After the key is issued, the guests are escorted to their respective rooms with the help of bells boys.

Stage 1: Receiving and Registration

Receive the guests at reception

  • Welcome the guest promptly with a cheerful and pleasant smile
  • Address with the appropriate surname, if known.

Register the guest

  • Complete the registration card or register the guest
  • Verify the information on the registration against the reservation ensuring the accuracy of name, date, and payment mechanism.
  • Stamp check-in time on the registration card.
  • Carry out the final check of the registration card for guest signature.

Discuss room preference with guest as per the availability, or select an available room which is "ready to let” and allocate the room.

Allocation of the room

Allocation of the room means assigning a vacant and ready (VR) room to the guest for staying. In order to allocate a guest room, accurate room status information is required. For this purpose, a room status board or room rack is kept in the reception. When the room has been allocated, the reception should;

Block or code the room as sold.

Prepare key card of related room number by entering the arrival and departure date, rate and offer it to the guest for signature.

  • Give the room key to either the guest or the bellboy
  • Record guest arrival on daily arrival list.

 

 

  1. Explain any three reports prepared by front office department and its objectives.

Answer:-

Every multi-departmental physical business needs to have a front office or reception to receive the visitors. Front Office Department is the face and as well as the voice of a business. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business.

Front Office department is a common link between the customers and the business. Let us learn more about it.

Front office department includes −

  • Front Desk
  • Uniformed services
  • Concierges
  • Front Office Accounting System
  • Private Branch Exchange (PBX), a private telephone network used within an organization

Following are the most basic responsibilities a front office can handle.

  • Creating guest database
  • Handling guest accounts
  • Coordinating guest service
  • Trying to sell a service
  • Ensuring guest satisfaction
  • Handling in-house communication through PBX

Front Office Operations

There are two categories of Front Office Operations −

Front-House Operations

These operations are visible to the guests of the hotel. The guests can interact and see these operations, hence, the name Front-House operations. Few of these operations include −

  • Interacting with the guests to handle request for an accommodation.
  • Checking accommodation availability and assigning it to the guest.
  • Collecting detail information while guest registration.
  • Creating a guest’s account with the FO accounting system.
  • Issuing accommodation keys to the guest.
  • Settling guest payment at the time of check-out.

Back-House Operations

Front Office staff conducts these operations in the absence of the guests or when the guest’s involvement is not required. These operations involve activities such as −

  • Determining the type of guest (fresh/repeat) by checking the database.
  • Ensuring preferences of the guest to give a personal touch to the service.
  • Maintaining guest’s account with the accounting system.
  • Preparing the guest’s bill.
  • Collecting the balance amount of guest bills.
  • Generating reports.

 

 

  1. Describe the coordination of front office department with housekeeping department, why the coordination between the two departments so important.

Answer:-

Coordination with Front Office

Rooms are of chief concern to the front office and housekeeping departments. It is important for the departments to continuously exchange information on room status. The front office must provide lists for expected arrivals and departures for the day in advance, and notify housekeeping of actual arrivals and departures as and when they occur. The front office is not allowed to assign guestrooms until the rooms have been cleaned, inspected and released by the housekeeping department.

Each night, a front office assistant produces an “occupancy report “also called the night report. This report list room occupied that night   indicates guests who are expected to check out the following day. The executive housekeeper procures and consults this list early in the morning and schedules the occupied room for cleaning. As guest check out, the front office notifies housekeeping. Housekeeping ensures that these rooms are given top priority in servicing, so that clean rooms are available for sale. To ensure efficient rooming of guests, both housekeeping and front office must inform each other of changes in a room’s status. Out of order, under repair, or similar, is important for proper room’s management.

No individual department in any hotel can work in isolation. A willingness to cooperate and coordinate with the assistance of efficient methods of communication is essential if the establishment is to run smoothly. The housekeeping department is just one of the departments in a hotel working towards the satisfaction of the guests, and each department is dependent on others for information and/or service if its work is to be accomplished efficiently. Frictions between departments must be kept to a minimum and there should be close inter-departmental liaison. A room status discrepancy is a situation in which the housekeeping department’s description of a room m’s status differs from the room status information being used by the front office to assign guestrooms. As unoccupied rooms are cleaned and inspected, the floor supervisors call the housekeeping desk attendant, who in turn informs the front office of rooms ready. The front office then updates the room’s status to ‘vacant and ready’. Promptly informing the front office of the housekeeping status room is a tremendous aid in getting guests who arrive early registered, especially during high-occupancy or sold-out period.

 

 

  1. Describe different pricing strategies adopted by hotels to increase revenue.

Answer:-  

It’s obvious that pricing plays a crucial role in any business, but did you know that you can use pricing strategies to do more than just fatten up your small hotel’s bottom line? How you set your prices can have positive or negative implications. The right pricing strategy can help you increase your market share against other properties in the area (or prevent new competitors from entering the market), while the wrong pricing strategy can do just the opposite. These clever pricing techniques can help you get more bookings (and market share) for your bed and breakfast, inn, guesthouse, or small hotel.

  1. Price match your competitors

If there’s an accommodation provider near you who you consider to be a competitor, set one room rate at the same price point, and set another room at a slightly higher rate. Why? It gives you the best of both worlds. Your small hotel to gets to win over deal-seeking guests without losing the opportunity to make a little bit more than your competitors.

  1. Psychological pricing

Set your rates at an unrounded price – for example, $99 instead of $100. The odd pricing technique is simple, but effective, making it one of the most common pricing strategies used around the world. We’re just wired to be more attracted to the odd price. Why? Some say that it’s because of the digital places – for example, if 9 gets rounded up to 10, 10 itself has two unit places, therefore the amount will be psychologically perceived as a lot higher despites its real difference. This technique is psychologically proven to work, so use it to boost room sales.

  1. Surround your middle market

Set the price of your most basic room to the cheapest price in the market and price your other rooms close to your competitors’ basic room prices. Why? Essentially, this allows you to capture the middle market – as well as the lower and higher markets – all in one go.

  1. Be better than the rest

Set your small hotel’s room rates higher than your competitors. Consider throwing in some extras to justify the increase in price. Why? By doing so, you will set a standard that your property is of higher value and therefore worth paying more. If you pursue this strategy, be sure to deliver on your value promises.

  1. Penetrate the market

Offer your rooms at the lowest price possible to draw in a crowd of guests to your small hotel. Why? Most guests are familiar with the idea of running promotional discounts to raise awareness, so this strategy is great to get the word out about your property. However, it should not be long term – do it in short bursts or your guests may start thinking you’re of low value, and your profit margins will drop over time.

 

 

  1. List and describe functions performed by bell desk of front office in a five star hotel

Answer:-

Primarily responsible to Greet and welcome all guest to the hotel and relieve guests of their luggage on arrival. You will ensure that the highest standards of hospitality and welcome are demonstrated at all times, and that all guest requests are dealt with in a prompt and courteous manner.

In Addition to assist guests with luggage, Porters are also responsible to collect and distribute post, parcels. And also deal with general enquiries and ensuring the lobby and forecourt areas are always clean and tidy.

BELL BOY DUTIES AND RESPONSIBILITIES:

  • Checks the daily arrival list for VVIP´s or guests with special need.
  • To be present at the Concierge/Reception desk or in the lobby to be ready to assist guests, colleagues and visitors when requested.
  • Ensure collection and delivery of guest luggage and equipment in an efficient and timely manner.
  • Tag baggages it and return the identification slips to guests.
  • Assists guests with luggage to the front desk.
  • Escorts guests to room, placing luggage in room assigned by front desk.
  • Inspects guest room for order and adequate supplies and informs guests of room amenities
  • Delivers faxes, messages, packages and flowers to guest’s rooms and other offices.
  • Provide items on loan to guest and collect the items back from guest before departure.
  • Inform Front Desk Cashier to charge items given on loan, in case there is any charges applicable.
  • Ensure the efficient delivery and collection of group luggage.
  • Ensure that the guest has verified that all luggage has been accounted for.
  • Ensure safe storage and collect ticketing of guest coats and personal items.
  • Assist guest with Long term luggage storage requests / Left luggage requests.
  • Update and file the left luggage request form / Long Term luggage request form.
  • Update and file errand cards.
  • Update the Luggage movement register.
  • Transport departing guest’s luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.
  • Respond to guest requests and queries providing a knowledgeable, efficient and helpful information service.
  • Assist the senior Concierge on duty with his/her duties during busy periods and breaks.
  • Assist with answering the telephone and taking messages, transferring calls or dealing with enquiries.
  • To provide an efficient luggage storage, delivery and collection service.
  • Perform any other works as and when assigned by the management.

 

 

  1. List and describe the duties and responsibility of the Duty Manager of Front Office.

Answer:-

Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.

Supervises and assign duty roster for F/O attendant, Concierge, Bell Counter, Guest Relations and Business Centre. Responsible for VIP movement in the Hotel.

DUTY MANAGER DUTIES AND RESPONSIBILITIES:

  • Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
  • Assists in VIP’s arrival departure in absence of guest relation officers.
  • Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
  • Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
  • Assists in sending guest messages or faxes.
  • Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
  • Assists in handling room lock problems.
  • Prepares and checks for VIP’s arrival and escorts guests to rooms.
  • Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
  • Operates the front office computer system in order to assist front office attendants.
  • Checks group department, fit and ensure switchboard makes appropriate wake up calls.
  • Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
  • Assists reception, business centre, cashier, concierge and bell captain during them are busy.
  • Answers guests inquires, handles complaints and attend to the needs of the guests.
  • Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
  • Authorises charges to be made for late departures and/or compliments on them.
  • Promotes and maintains good public relations.
  • Motivates and maintains good staff relations.
  • Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
  • Follows up in credit check report, liaise with credit manager.
  • To responsible for front office operation during the absence of Front Office Manager (HO).
  • To discuss all matters that needed to follow up with the next shift Reception Manager.
  • Approves the working schedule for the front office attendants and submits them to front office manager (HO).
  • Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
  • Assigns and Approves Duty roster for all Front desk staffs.

 

 

  1. Define Forecasting; list the benefits of forecasting for front office department

Answer:-

Hotel forecasting is the ultimate resource for anticipating the future performance of hotel´s key metrics – occupancy, ADR (Average Daily Rate), and RevPAR (Revenue Per Available Room). Forecasting future demand in the lodging industry is crucial because it leads to an efficient planning for, and decision making to all the departments, and most importantly it is one of the drivers of pricing.

Accurate forecasting is one of the ways to increase the predictability of duration of use. In hotels, duration is defined as length of stay; in airlines, as time in flight (known as origin-destination); in restaurant, as length of meal; and in rental cars, as length of keep. To help increase the predictability of duration, hotels forecast demand by length of stay for different rate categories; airlines try to forecast demand by origin-destination city pairs; restaurants forecast demand by length of meal depending on the number of persons per table; and rental-car companies predict demand by rate category and length of keep.

The accuracy of the forecast is essential because the forecast is the main driver of the pricing/room allocation decisions; inaccurate forecasts or predictions will diminish the hotel´s revenues and profit margin.  Forecasting remains the job of the Revenue Manager and is performed in different ways; few hotels utilize the manual excel-based approach to forecasting, and others implement automated systems called Revenue Management systems. Many hotels decide to invest in such systems considering that inaccurate forecasting may lead to incorrect decisions and severely impact revenues and profit margins. Forecasting may be the heart of any hotel operations. Experienced Revenue Managers produce forecasts/predictions for one year and more, but this task may become challenging if it is required to be completed daily and broken down by segments, source of business or channels, in this case accurate hotel data may be an issue.

Types of forecasting may be divided into three categories:

  • Occupancy Forecast: Revenue Manager predicts the occupancy level.
  • Demand Forecast: Revenue Manager produces the unconstrained demand for the hotel (hotel occupancy level if no restrictions on capacity and price is applied).
  • Revenue Forecast: Revenue Manager estimates the revenue to be generated.

 

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 Section B

Case Detail:

Ms Janet was travelling to Delhi, India from London. She was not very pleased to come to Delhi as she was travelling alone and heard of recent incidents of crime against women in the city. It was only a business visit of 5 days and she was very perplexed. The feeling of anxiety was evident in her behaviour when she registered in the hotel. Rajeev the receptionist sensed it and asked her about it, she stated that she was very unwilling to come to Delhi as even the UK government had issued a notification about safety concern of women travelling alone to India. Anurag the duty manager heard the conversation and informed Janet that this is just the media hype and she should not be afraid.

Anurag instructed Rajeev to be more concerned about her and ensure she should not face any problems, Anurag also informed about Janet in the meeting with General Manager, Mr Vijay Sharma.

The concerns raised by Janet forced Vijay to bring necessary changes in the hotels to ensure safety and security of women, although the hotel has a policy and procedures to deal with issues of women travelling alone. But Vijay thought it to be limiting and want it to be changed so that women travelling alone should be provided a safe and secure stay and improve guest satisfaction.

Vijay called up a meeting and following suggestion were introduced by the participants

1) To have separate floors reserved only for female guest, where all the services provided to them by female staff.

2) To hire cabs with women drivers only, carrying female guests travelling

3) To devise a booklet informing women travelers about the risks in travelling to a particular location in the city.

After the meeting was over Vijay was lost in his thinking about better ideas to ensure more comfortable stay for women travellers travelling alone

 

Questions:-

  1. Describe the various measures a hotel should take to ensure security and safety of women guest staying alone in the hotel.

Answer:-

Various measures a hotel should take to ensure security and safety of women guest staying alone in the hotel are:-

1) To have separate floors reserved only for female guest, where all the services provided to them by female staff.

2) To hire cabs with women drivers only, carrying female guests travelling

3) To devise a booklet informing women travellers about the risks in travelling to a particular location in the city.

Key Card Locks:

While key card locks on guest rooms are quickly becoming the standard, some hotels still don´t take advantage of the added safety provided to guests.

Guest room locking systems these days include punch and magnetic key cards which have locks with flash memory and other productivity linked functions. The system can directly be linked with PMS.

Security Guards:

Most hotels do not have security guards while some employ them only at night.  At Best Western Sterling Inn, we have our own staff of trained security guards working 24-hours every day to provide the best in safety and security for our guests

Security Cameras:

Few Hotels have security cameras with digital technology, intelligent access central system, software interface with CCTV for matching undesirable visitors and criminals, interfacing with motion detectors, pocket lie detectors and spy cameras and use of biometric readers like hand key reader or face recognition system etc.

Fire Alarms:

While most hotels now have smoke detectors and fire alarms, Some hotels have a state of the art alarm system with smoke detectors in each guest room and throughout the entire complex that is monitored 24 hours a day, 7 days per week that pinpoints the exact point of the alarm allowing our security staff to respond immediately to the area of any alarm condition.

Emergency Power:

Very few hotels have any provision for emergency power in case of an electrical outage while a few hotels provide limited emergency stand-by power to provide elevator service and some lighting.  Some hotels has a 2-Megawatt stand-by generator that provides 100% emergency power that can provide uninterrupted guest service during a power outage.

In-Room Safes:

In addition to the safety deposit boxes offered by most hotels at the front desks, some hotels provide in-room guest safes capable of holding a lap-top computer that use the guest´s own credit card as the key.

Guest elevators:

Elevators may also be interfaced with a room electronic locking system, where swiping the room card key takes the guest to the floor on which he is staying.

 

 

  1. Describe the reasons behind the growing concerns related to women security in India.

Answer:-

Concerns about women’s safety are expressed in paternalistic terms—how do we keep “our women” safe—our mothers and sisters, daughters and daughters-in-law, cousins and friends? Protectiveness is one way to express we care, but in the context of violence, it takes the form of restricting mobility, choice and freedom.

It is very true that women in India are given a place of Goddess Lakshmi in the Indian society however we also cannot ignore the negative aspect of women position in India. Every day and every minute some women of all walks of life (a mother, a sister, a wife, young girls, and girl baby children) are getting harassed, molested, assaulted, and violated at various places all over the country. Areas like streets, public spaces, public transport, etc have been the territory of women hunters. Girl students studying in the schools or colleges have to shield themselves through books or bags or they have to wear clothes which can cover them completely. In some cases a girl child is sale by her parents just to earn some money. Girls generally face acid attacks on the streets and kidnapping for the sex purpose by strangers. According to the statistics, it is found that a woman is raped in India every 20 minutes.

In the rural areas, women are still being raped by a family member, beaten by husbands or parents-in-law, burned for dowry, and so many cases. Nirbhaya gang-rape in the national capital of India was a dreadful event which can never be forgotten. Woman covers almost half population of the country so they are half participants in the growth and development of India. We are running in the 21st century, an advanced era however it is very shame to say about the doubtful safety of woman in India.

 

 

  1. Explain the concept of all women floors in hotel. How it is different from other floors of Hotel.

Answer:-

All women floor in hotel means that there is a separate floor for the women in the hotel.  It is the liability of hotel management to provide security to the guest of their hotels. It is trending for the security for women in hotels, women-only floors in hotels is gaining in popularity among female travellers. Most of the Hotels in India are embracing the idea in response to the growing number of women traveling solo. The floors´ setups vary from hotel to hotel, but they typically offer added security and privacy, as well as more feminine amenities like hair straighteners, sanitary pads, and yoga mats, free of charge. And the concept has proved a huge success. The Taj Hotel in Mumbai has even expanded its women’s floor by thirty additional rooms. A study from an eminent California university said that ‘women are more influenced by their surroundings, and therefore, the ways in which hotels can accommodate them become important. It is more secure than other hotels in the country for women. They are influenced by their Surrounding and feel safe and secure than other hotels where they don’t found women in floor. It is different from other hotel in many aspects that they provide an extra suitable condition for women inside a hotel like their every facility are in their criteria to be not in touch with the outside environment. They feel that they have a private floor. While in others women floor in hotel not found. Both men and women are accommodating together in the floor. They have most of the things are in common as swimming pool, hall etc...

 

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 Section C

Question No. 1           Marks - 10

________________________________________

As per front office accounting, a current account is           

Options          

  1. accounts less than 5 days
  2. account more than 90 days
  3. accounts less than 30 days old
  4. account for the current day only

 

 

 

Question No.  2          Marks - 10

________________________________________

Hotel with large convention halls, usually away from city and are able to provide banquet facility for large numbers are actually targeting         

Options                      

  1. buisness clientele
  2. adventure tourism
  3. MICE touirsm
  4. Sports tourism

 

 

 

Question No.  3          Marks - 10

________________________________________

Which of the following types of front office software enables a hotel to generate room reports, revenuereports, and forecasting reports?  

Options                      

  1. Reservations management software
  2. Guest accounting software
  3. reservation system
  4. room management system

 

 

 

Question No.  4          Marks - 10

________________________________________

High balance account means           

Options                      

  1. guest is spending more and should be given add on services
  2. guest has exceeded the maximum credit set by hotel
  3. guest has paid more than his bill
  4. guest has paid in advance

 

 

 

Question No.  5          Marks - 10

________________________________________

Skipper is a guest     

Options          

  1. who leaves the hotel without paying his bill
  2. who steal away hotel´s property
  3. who has left his belonging in hotel
  4. who sleeps out of the hotel

 

 

 

Question No.  6          Marks - 10

________________________________________

 In a time share property     

Options          

  1. guests or partners can get rooms at a specified time only
  2. it is a hotel where rooms are reserved on first come first serve basis
  3. it is a hotel which allows the guest to share rooms
  4. only travel agent or airlines crew is allowed to stay in hotel

 

 

 

Question No.  7          Marks - 10

________________________________________

Revenue management is a tool        

Options          

  1. to maximize room revenue
  2. to maximize occupancy
  3. to increase profit of hotel operations
  4. to increase efficiency of house keeping

 

 

 

Question No.  8          Marks - 10

________________________________________

The report that indicates which rooms are occupied and which guests are expected to check out the following day is called the    

Options                      

  1. occupancy report
  2. registration report
  3. housekeeping report
  4. discrepancy report

 

 

 

Question No.  9          Marks - 10

________________________________________

Term king and queen is used for which object in a hotel room   

Options          

  1. sofa cum bed
  2. bed
  3. size of room
  4. almirah

 

 

 

Question No.  10        Marks - 10

________________________________________

Which of the following settlement options will work with express check-out and self-check-out?       

Options          

  1. cash
  2. credit card
  3. cheque
  4. draft

 

 

 

Question No.  11        Marks - 10

________________________________________

The usual standard hotel billing instruction code CC means       

Options          

  1. check in check out
  2. credit card
  3. cost to company
  4. cost cutting

 

 

 

Question No.  12        Marks - 10

________________________________________

Skimming price means         

Options          

  1. low price for customer using new product
  2. high price for loyal customer
  3. high price for new product for its innovation and earning more initially
  4. low price for preferred customer

 

 

 

Question No.  13        Marks - 10

________________________________________

Standard hotel billing instruction code BTTA means      

Options          

  1. bill to travel agent
  2. by the time of arrival
  3. bell desk and travel agent
  4. bill to tour arranger

 

 

 

Question No.  14        Marks - 10

________________________________________

 Market segmentation on the basis of usage of product   

Options          

  1. behavioral segmentation
  2. psychographic segmentation
  3. volume segmentation
  4. demographic segmentation

 

 

 

Question No.  15        Marks - 10

________________________________________

OTA means     

Options          

  1. on time arrival
  2. over time
  3. on the assignment
  4. online travel agent

 

 

 

Question No.  16        Marks - 10

________________________________________

Market segmentation depending on personality and perception of consumer   

Options          

  1. volume segmentation
  2. demographic segmentation
  3. behavioural segmentation
  4. psychographic segmentation

 

 

 

Question No.  17        Marks - 10

________________________________________

As per legal requirement the Front Office will ask from guest    

Options          

  1. advance for their stay
  2. their ID proof and residence proof
  3. credit card
  4. bank account number

 

 

 

Question No.  18        Marks - 10

________________________________________

In morning when housekeeping department went in to room number 225, they found the guest is not present, also it is observed that there is no requirement to make a bed as it is not been used. Housekeeping department will report the room as            

Options          

  1. skipper
  2. sleeper
  3. sleep out
  4. sleep in

 

 

 

Question No.  19        Marks - 10

________________________________________

Report which tally the room occupancy report of FO with actual occupancy is known as

Options          

  1. housekeeping report
  2. A & D report
  3. ARR report
  4. discrepancy report

 

 

 

Question No.  20        Marks - 10

________________________________________

High balance report is prepared by

Options                      

  1. night auditor
  2. Front Office Manager
  3. Divisional Manager
  4. receptionist

 

 

 

Question No.  21        Marks - 10

________________________________________

VPO in front office is a term used for          

Options                      

  1. virtual personal office
  2. virtual post office
  3. very personal observation
  4. visitor paid out

 

 

 

Question No.  22        Marks - 10

________________________________________

 ARR means  

Options                      

  1. average room rate
  2. average room revenue
  3. average rented rooms
  4. average room reserved

 

 

 

Question No.  23        Marks - 10

________________________________________

It is the another name for hotel register     

Options                      

  1. green book
  2. blue book
  3. red book
  4. white book

 

 

 

Question No.  24        Marks - 10

________________________________________

C form is made for     

Options          

  1. all guest in hotels
  2. all domestic guest in hotel
  3. all foreign guest in hotel
  4. all guest staying on credit basis

 

 

 

Question No.  25        Marks - 10

________________________________________

VAT is             

Options          

  1. variety added in taxation
  2. value added tax
  3. value accrured tax
  4. variable added tax

 

 

 

Question No.  26        Marks - 10

________________________________________

Which of the following results from a communication problem between housekeeping and the front office?           

Options                      

  1. room status discrepancies
  2. over booking
  3. over staying guest
  4. lock in situation

 

 

 

Question No.  27        Marks - 10

________________________________________

International date line is named as

Options          

  1. primordia
  2. prime meridian
  3. antemeridian
  4. postmeridian

 

 

 

Question No.  28        Marks - 10

________________________________________

When a room rate is charged as house use rate, then the room rate is   

Options          

  1. rack rate
  2. discounted rate
  3. premium rate above rack rate
  4. no charge or 0 rate

 

 

 

Question No.  29        Marks - 10

________________________________________

Total room sales divided by the number of rooms sold represents          

Options                      

  1. room rate
  2. average daily rate
  3. room occupancy rate
  4. average rack rate

 

 

 

Question No.  30        Marks - 10

________________________________________

Hotel employee is responsible for balancing the guest accounts every day         

Options                      

  1. night auditor
  2. day auditor
  3. FO clerk
  4. room division manager

 

 

 

Question No.  31        Marks - 10

________________________________________

The usual check in check out time for calculation of room rent is          

Options

  1. 12:00 midnight
  2. 10:00:00 AM
  3. 10:00:00 PM
  4. 12:00 noon

 

 

 

Question No.  32        Marks - 10

________________________________________

Hotel performance is based on which of the following operating ratios 

Options          

  1. ROP
  2. RTS
  3. ADR
  4. FRE

 

 

 

Question No.  33        Marks - 10

________________________________________

Total rooms in the hotel are 410; total rooms available are 400; total rooms sold are 350; total revenue is 34,30,000. What is the ADR?          

Options                      

  1. 9625
  2. 11000
  3. 9390
  4. 9800

 

 

 

Question No.  34        Marks - 10

________________________________________

Hotel Room with 4 beds is termed as          

Options          

  1. cabana room
  2. hollywood room
  3. quad room
  4. duplex room

 

 

 

Question No.  35        Marks - 10

________________________________________

Parlour room is        

Options          

  1. single bed room
  2. room with kitchen
  3. room only with sitting arrangement
  4. room with four bed

 

 

 

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