Front Office Management

Assignment   - A

1. What according to you, are the basic factors that influence tourism development in a particular country?
2.    Speculate as to why the institution of hotels originated in and became famous in Europe. 

3. In your opinion, which services provided by a hotel are necessary and which are superfluous? Under what category does the availability of a translator/secretary fall?

4.    Why are capsule hotels popular only in Japan?    

5.    Has space tourism really taken off in a major way?    

6. Give reasons as to why the initial motels established in America were called "mom and pop facilities?

7. Why did the ownership of motels in America pass onto those of Indian descent particularly Gujarati folks?

8.    What is the reason behind the popularity of condominiums?    

Assignment – B

Maria Taylor began working with Plaza hotel, two years ago. When she started her job as front office manager, she had a hard time managing her responsibilities. Her colleagues frequently made her feel miserable, by not cooperating with her. The personnel manager regularly reprimanded her for not managing her schedule and not handing in the payroll forms on time. The house-keeper though friendly otherwise, continuously got into arguments with the desk clerks regarding check-in and check-out timings. The communication lines were down and the executive engineer frequently misunderstood what kind of a situation should be deemed an emergency. The food manager was dissatisfied because the number of guests accessing the dining room and lounge were quite less. The desk clerks were not excited about the free coupons for food and beverages which were being offered by the hotel and frequently forgot to hand them out. What’s more the desk clerks were not organized and did nothing to promote the in –house restaurant. Another colleague never responded to mails and had to be contacted again and again to pass on crucial information. Maria was in the dumps and to make matters worse, she had to attend a meeting with the general manager regarding her execution of job responsibilities and her style of functioning

1. What steps should Maria take to boost sinking employee morale? 

2. Can Maria do something to facilitate communication and interaction between employees? 

3. A) Does personnel training or the lack of it play an important role in the organisation?

B) How can Maria ensure that her staff co-operates with her?   

Assignment – C

Question No.  1
Communication and ________ are two of the most important functions of a front desk.    
 
Options    
Management    
Accounting    
Operations    
Logistics 

Question No.  2    
The _____________ sets the goals, objectives and standards for all departments to follow.    
 
Options    
General Manager    
Senior Receptionist    
Junior Receptionist    
Reservation Assistant    

Question No.  3    
An _____________is one of the major challenges faced by a front office manager.    
 
Options    
Dissatisfaction of the customer.    
Delay in service    
Poor quality of food    
Unsold guest room.    

Question No.  4    
___________ is/are a means of encouraging guests to make use of the hotel's facilities such as its restaurant.    
 
Options    
Room service    
Kitchen service    
Out-house    
In-house

Question No.  5    
________ is a statistical term used to describe how full or occupied the rooms in a hotel are.    
 
Options    
Empty    
Occupied    
Rented    
Occupancy

Question No.  6    
The front office applies useful __________  strategies to maximise the sales of the guestrooms of the hospitality industry.    
 
Options    
Revenue Planning    
Revenue Collection    
Revenue Distribution    
Revenue Management    

Question No.  7    
The  _____________ works regular shifts to produce coverage along with the night auditor and desk clerks.    
 
Options    
General Manager    
Front Office Manager    
Bellhop    
Housekeeper

Question No.  8    
A _________ helps guests to carry their luggage to their respective rooms.    
 
Options    
Waiter    
Receptionist    
Front Office Manager    
Concierge

Question No.  9    
The __________ is a pivotal link in the communication process.    
 
Options    
Front Office Manager    
Assistant Manager    
General Manager    
Executive Housekeeper    

Question No.  10    
___________________ concepts involve application of managerial concepts to understand operational processes and development of methods to improve those processes.    
 
Options    
Total Queue Management    
Total Quantity Management    
Timely Query Management    
Total Quality Management    

Question No.  11    
The assisstant general manager is sometimes referred to as ______________.    
 
Options    
Rooms Division Manager    
Food and Beverage Director    
General Manager    
Marketing and Sales Director.    

Question No.  12    
The __________is responsible for the efficient operation of the kitchen,    
 
Options    
Assisstant Manager    
Waiter    
Food and Beverage Director    
Front Office Manager    

Question No.  13    
The __________ develops a plan of action to keep the lodging property well-maintained.    
 
Options    
Physical Plant Engineer    
Executive Housekeeper    
General Manager    
Front Office Manager    

Question No.  14    
The __________ is responsible for the upkeep of the guest rooms and public areas of the lodging property.    
 
Options    
Marketing and Sales Director    
Executive Housekeeper    
Concierge    
General Manager

Question No.  15    
The ______________ plays an important role in all departments of the hotel.    
 
Options    
Director of Security    
Controller    
Marketing and Sales Director    
Concierge    

Question No.  16    
The __________ develops an overview of the lodging property with regard to finances and communication    
 
Options    
Assistant Manager    
Front Office Manager    
General Manager    
Director of Security    

Q - 17
Who is responsible for the actual and effective administration of financial data produced on a daily basis in the hotel?    
 
Options    
Controller    
Director of Security    
Marketing and Sales Director    
Executive Housekeeper

Question No.  18    
This person is primarily responsible for making employees "security-minded", helping to prevent crime.Who is he?    
 
Options    
Director of Security    
Controller    
Front Office Manager    
Executive Housekeeper    

Question No.  19    
If you do not know the _______ of your current staff, you cannot assemble a staff that will meet your needs.    
 
Options    
Skills    
Requirements    
Needs    
Desires    

Question No.  20    
A _________ is useful in that is allows the person preparing the job description to determine certain daily requirements.    
 
Options    
Designation    
Job description    
Job analysis    
Job security    

uestion No.  21    
A _________ is a listing of required duties to be performed by an employee in a particular position.    
 
Options    
Job Analysis    
Job Description    
Designation    
Job advertisement    

Question No.  22    
___________sheets list the planned events in the hotel.    
 
Options    
Daily Production    
Daily Execution    
Daily Feedback    
Daily Function

Question No.  23    
The responsibility of ensuring a safe environment for guest's vehicles falls on the ______________.    
 
Options    
Director of Security    
Controller    
Parking Garage Manager    
Front Office Manager    

Question No.  24    
_____________ is a very vital element in the operations of any accommodation requirement.    
 
Options    
Planning    
Execution    
Financial savvyness    
Communication    

uestion No.  25    
The overall goal of _____________________ is to deliver professional hospitality.    
 
Options    
Department directors    
Housekeeper    
Supervisor    
General Manager    

Question No.  26    
The _______________ is a vital link in the communication between the prospective client and a saleperson in the marketing and sales department.    
 
Options    
Marketing and Sales Director    
Switchboard operator    
Concierge    
Controller

Question No.  27    
The ____________ is responsible for fulfilling the details of service for a banquet or special event.    
 
Options    
Sales Associate    
Banquet Organiser    
Banquet Manager    
Banquet caretaker    

Question No.  28    
The report on the availability of rooms for immediate guest occupancy is called ___________________.    
 
Options    
Housekeeping Report    
Cleanliness Report    
Room Clean-up report    
Housekeeping room status    

Question No.  29    
Computerized cash register that interfaces with a property management system is called _____________ terminals.    
 
Options    
Point-of-purchase    
Point-of-control    
Point-of-sale    
Point-of-cashflow    

Question No.  30    
A weekly report prepared by the front office manager that indicates the number of departures, arrivals, walk-ins, stayovers and no-shows, is called:    
 
Options    
Room occupancy projection    
Room sales projection    
Room sales report    
Room sales status    

Question No.  31    
The ____________board presents an inside listing of the daily activities of the hotel.    
 
Options    
Daily announcement    
Daily forecast    
Daily projection    
Daily event declaration    

Question No.  32    
Total quality management was developed by:    
 
Options    
W. Edward Flynn    
W.Edward Deming    
W.Edward Taylor    
W.F.Tucker

Question No.  33    
The function of the ________ team is to provide the professional expertise to understand the market and the consumer segments.    
 
Options    
Sales    
Security    
Housekeeping    
Marketing    

Question No.  34    
A ___________ is a person who is responsible for booking the guest's requirements for banquets and the other social events.    
 
Options    
Sales Associate    
Banquet Organiser    
Banquet Manager    
Marketing Director    

Question No.  35    
In ____________, all guest charges are automatically posted to an electronic folio.    
 
Options    
Fully-functional    
Fully-executed    
Fully-automated    
Fully-managed    

Question No.  36    
A ____________ is a record of the charges incurred and the credits acquired by the guest during occupancy.    
 
Options    
service folio    
guest  folio    
management folio    
guest house folio    

Question No.  37    
The ___________ card provides the hotel with guests' billing information and provides the guest information on checkout time and room rates.    
 
Options    
Registration    
Visiting    
Business    
Service    

Question No.  38    
The _________ is a hotel owner who has access to a national reservation system and recieves the benefits of the corporation's management expertise and financial backing.    
 
Options    
Outlet    
Venture    
Guest House    
Franchisee    

Question No.  39    
______________ of cash flow arises only when there is no balance between the expected cash inflows and cash outflows    
 
Options    
Imbalance    
Problem    
Synchronisation    
Excess    

Question No.  40    
__________ is the stage where the guest chooses the hotel and makes the reservation.    
 
Options    
Pre-arrival    
Post-arrival    
Occupancy    
None of the above