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SECTION 4 FRONT OFFICE

1. Vikas Rao is a regional trainer for a national software firm. He travels often and spends as little as one day and as much as two weeks with clients. Mr Rao would probably consider staying at any of the following types of hotels EXCEPT _______ hotels. a) b) c) d) Commercial Resort Airport Suite

2. All of the following areas of a hotel are revenue centres EXCEPT the: a) b) c) d) Front office department Hotel operated gift shop Housekeeping department Food and beverage department

3. On March 1, a guest checks into room 233 and reserves for the next three nights. On March 2, the occupancy report from the front desk would list the status of room 233 as a: a) b) c) d) Stayover DNCO (did not check out) Late check-out Sleeper

4. Which of the following is issued by credit card companies ensuring hotels that a guests credit card is valid? a) b) c) d) Authorization code Transaction code Status code Denial code

5. Jyoti, the new Front Office manager at the Great Stay Hotel, needed an overview of the recurring problems, issues and activities at the front desk in relation to guest services. The General Manager suggested that part of her orientation should be to carefully review the front desks: a) Log book b) Arrival list c) Information directory
IHHR Management Training Programme Qualifying Examination 2009

d) Functions-of-the-day board in the lobby 6. Ms Singh paid an advance deposit of Rs 10,000 when she reserved a room at the City Centre Hotel. Upon check-in, her account would have a: a) b) c) d) Debit balance of Rs 10,000 Credit balance of Rs 10,000 No-post status House limit status

7. ABC Finance Company is holding a 3 day meeting at the Must Stay Resort. The meeting planner wants attendees to pay for their own meals, sightseeing, and incidentals. Widget Works will pay for the room charges. The groups room charges would be posted to a/n ______folio a) b) c) d) Master Guest Non-guest Employee

8. Cash disbursed by the hotel on behalf of a guest and charged to the guests account is called a/an: a) b) c) d) Charge purchase Allowance Due back Paid out

9. At registration, Mr Virgo used his credit card to establish credit with the hotel. At check-out, Mr Virgo can settle his account by: a) b) c) d) Credit card Cash Approved direct billing All of the above

10. Trace is a system of a) Finding out a guest in the lobby b) Tracing out a guest who has left hotel without settling his accounts c) Finding out the nationality of the guests staying in the hotel at any given point of time d) Leaving reminders for internal use in Fidelio 11. Identify the situation in which the ARR of a hotel will be equal to the RevPAR. a) When all the rooms are occupied
IHHR Management Training Programme Qualifying Examination 2009

b) When all the rooms have been given an extra bed c) When all the rooms are occupied by two guests each d) When at least 50% of the rooms are given less than 20% discount on room rate 12. A hotel sold 200 rooms last night out of 250 in its inventory. It had 300 guests inhouse. What was the double occupancy percentage? a) b) c) d) 100% 75% 50% 25%

13. A no-show will result in a/an ___________ in the number of rooms available a) Increase b) Decrease c) Depends, could be either d) Neither 14. Guests who do not turn up despite having prior reservations are called_________. a) Skippers b) Pleasure travellers c) No show d) Lost travellers 15. What does RTC on an Opera reservation screen mean? a) Room to change b) Reservation to choose c) Right to change d) Rate to Change 16. In case of a void, the original transaction is recalled in the EDC using a number. This number is called ________ a) Token Number b) Trace Number c) Transaction Number d) None of the above 17. How is the House Position calculated? a) Stay over Check outs b) Arrival Departures c) Stay Over + Arrivals d) Stay Over + Arrivals Departures 18. What does channel in reservation really mean? a) Source b) Target c) Objective
IHHR Management Training Programme Qualifying Examination 2009

d) None of the above 19. A 'number' important while reconfirming air/rail tickets for guest is ________ a) ABC b) PNR c) XYZ d) BTC 20. What is the full form of COR? a) Centre of Registration b) Correct Online Relay c) Certificate of Registration d) Call On Record 21. Name the meal plan which includes room and breakfast. a) American Plan b) European Plan c) Modified American Plan d) Bermuda Plan 22. What is the first step in handling guest complaint? a) Listen b) Explain c) Offer Help d) Apologise 23. Which of the following reports would an executive housekeeper use to determine the number of check-out rooms that need to be cleaned? a) b) c) d) Room status discrepancy report Scheduled maintenance report Sales booking report Occupancy report

24. Which of the following is a metamorphic rock? a) b) c) d) Marble Granite Kota stone None of the above

25. Which of the following elements are essential to start a fire? a) b) c) d) Carbon monoxide, light, thunder Light, sound, carbon dioxide Oxygen, heat, fuel Heat, light, sound
IHHR Management Training Programme Qualifying Examination 2009

26. A froth from vegetables and bones that rise to the surface when being boiled or simmered is termed as: a) b) c) d) Scum Drifting dirt Dead stock Floating islands

27. In which of the following drinks is quinine an ingredient? a) b) c) d) Coca cola Tonic water Pepsi Cola Soda water

28. A menu that offers an entire meal with several courses for one price is a/an _________ menu. a) b) c) d) Fixed la carte Table dhte Inclusive

29. What is a moment of truth? a) Moment when the truth comes out b) Situations when one must always speak the truth c) Moment when one understands that the other person is lying d) Opportunity to form an impression 30. When escorting a guest to a room we must always enter the room______________ the guest a) with b) after c) before d) not enter but remain outside 31. Bloody Mary is a cocktail with _____________ as its alcoholic base. a) Vodka b) Gin c) Dark Rum d) White Rum 32. A penthouse suite is a) a suite with a kitchen facility and is normally found in resorts b) a room with a good view c) has rooms on two levels, but all under one roof
IHHR Management Training Programme Qualifying Examination 2009

d) situated at the terrace level and part of the suite is open to the sky. 33. Straw, porcini and button are all varieties of a) mushrooms b) asparagus c) oranges d) hats 34. Pertsovka is a ______________ flavoured vodka a) Grass b) Pepper c) potato d) green chilli 35. RVR is a ______________ a) Room Validity Register b) Room Validity Report c) Room Verification Report d) Right Value Reserved 36. The Capital of Norway is a) The Hague b) Oslo c) Copenhagen d) Amsterdam 37. The name Desmond Tutu would be associated with which country a) Italy b) South Africa c) Zimbabwe d) Kenya 38. The currency of Malaysia is a) Ringgit b) Baht c) Rupees d) Dollar 39. Which of the following conditions are necessary to ensure long life of flowers? a) Low temperature, cold water, high humidity b) Moderate temperature, cool water, low humidity c) Low temperature, cool water, moderate humidity d) Moderate temperature, cool water, high humidity 40. Upholstery, T-shaped and Crevice are names of a) wood finishes b) floor mats
IHHR Management Training Programme Qualifying Examination 2009

c) vacuum cleaner nozzles d) scrubbing brushes

IHHR Management Training Programme Qualifying Examination 2009

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