Punjab Technical University 2007 Post Graduate Diploma Hotel Management FRONT OFFICE OPERATIONS, RESERVATIONS & REGISTRATIONS - Question Paper
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Total No. of Questions : 13]
[Total No. of Pages : 02
PGDATHM (Semester - 1st ) FRONT OFFICE OPERATIONS, RESERVATIONS & REGISTRATIONS (PGDATHM-108)
Time : 03 Hours Instruction to Candidates:
Maximum Marks : 75
1) Section - A is compulsory.
2) Attempt any Nine questions from Section - B.
Section-A
Q1)
a) Write short note on Use of Computers at the Front Desk.
b) Describe the procedures of the following:
(i) Check-in
(ii) Check-out
c) Explain the duties and responsibilities of a head porter.
d) Write a brief note on manners and etiquettes in greeting and escorting visitors in a hotel.
e) What are the various sources of information in respect of the front office management?
f) Write a note on Reception Techniques.
g) How will you determine the availability of rooms in a Hotel?
h) Define the Visitors Tabular Ledger.
i) Mention the qualities required in a Front Office Assistant. j) Write a brief note on handling emergencies.
k) Write a note on Procedure of Canceling Room Reservations.
l) Mention the role of a Lobby Manager in a large hotel. m) Write a note on Recording new arrival. n) Name any two software used at Front Office.
o) What is the role of a cashier in Front Office Operations?
[9 x 5 = 45]
Q2) The Front Office is responsible for greeting guests, managing rooms, and handling complaints. The Front Office staff is, thus the publics main contact with the hotel. Discuss this, and make a list of personnel required at the Front Office pointing out their specific duties.
Q3) Write a note on the systems of controlling reservations of rooms in the hotel industry.
Q4) Write a note on the importance of an efficient Front Desk in a hotel.
Q5) Enumerate the different uniformed staff required in a hotel and describe their respective duties.
Q6) Discuss the various types of information to be kept ready at the Front Office in order to answer the queries of the customers.
Q7) What are the various ways to be adopted by a receptionist when receiving guests of different types, including nervous, angry or aggressive ones?
Q8) Prepare a Room Availability Work Sheet for a hotel having 20 non-AC rooms, 10 AC rooms, 10 deluxe rooms and 5 AC suites.
Q9) Discuss in detail the procedure of Room Reservations in a hotel.
Q10) Discuss the techniques of using the Telephone for receiving and connecting calls to extensions from the Front Office of a Hotel.
Q11) Write a detailed note on Front Offices interaction with other Departments of a Hotel.
Q12) Prepare an Organization Chart of the Reservation Department in a midsized Hotel.
Q13) Write a detailed note on Computer Systems in Reservations.
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