Gujarat Technological University 2011 Certification Hotel Management & Catering Technology Front Office Operation - I - Question Paper
Front Office Operation - I
Seat No. Enrolment No.
GUJARAT TECHNOLOGICAL UNIVERSITY
Hotel Management & Catering Tech.- First Year- Examination -May/June- 2011
Subject code:510004 Subject Name : Front Office Operation - I Date:30/05/2011 Time: 10.30 am - 01.00 pm
Total Marks: 70
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
Q1. 14
(a) What is the job of front office in the hospitality industry?
(b) Mention the main classification of hotels?
(c) What is the difference between lanai and cabana room?
Q2. 14
(a) Draw the organization chart of front office of a 40 room property. 7
(b) What is the job responsibility of a front office manager? 7
OR
(b)What is the role of Duty Manager at front desk? 7 Q3. 14
(a) What is the importance of proper telephone communication?
(b)What are the donts of telephonic communication?
(c) What is the procedure of transferring a call?
OR
Q3. 14
(a) What is the procedure of screening a call?
(b) Draw the format of a reservation form?
(c) What information does a reservation agent need to create a reservation record?
Q4. 14
(a) What is no show guest?
(b) What are the types of reservation?
(c) What is the main purpose of the confirmation letter?
OR
Q4. 14
(a) Draw the format of a registration form.
(b) What are the seven steps of the registration process?
(c) What is the check in procedure of a walk-in guest?
Q5. 14
(a) What is the importance of attitude in our industry?
(b) How does positive body language help in the growth of attitude?
(c)What is up selling? And how does a front desk agent help in doing it?
OR
Q5. 14
(a) What is the difference between walk-in and walking guest?
(b) How does a hotel goal relate to its mission statement and in inter departmental growth?
(c) What is a guest cycle?
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