MDM SAGAY COLLEGE
Second Quarter Summative Examination
FRONT OFFICE SERVICES 12
Name ________________________________ Level _________ Score_________
Test I.
MULTIPLE CHOICE
Direction: Read the sentence carefully, choose the best answer.
1. What initiates the guest cycle at a hotel?
A. Printing a room status report
B. Creating a reservation record
C. Assigning a room and rate
D. Creating a customer master file
2. All of the following are functions performed by a reservation module of a
computer based hotel property management system except:
A. Determination of room availability.
B. Creation of a reservation record.
C. Generation of a room status report.
D. Confirmation of a reservation.
3. Tanya frowned as she tapped the keys of her keyboard. “I’m sorry, Ms.
Voigt, we don’t have any suites available that weekend. Would you like to
reserve a room with two queen-size beds for $20 a night less?” What
activity is Tanya performing?
A. Reservation inquiry
B. Determining availability
C. Creating the reservation record
D. Generating a report
4. Letters confirming reservations are normally printed by a hotel’s property
management system:
A. Immediately after creating a reservation record.
While determining room availability information.
C. During the daily system update.
D. After each shift.
5. What type of report multiplies predicted occupancies by current house
rates?
A. Rooms availability rates
B. Expected arrivals list
C. Revenue forecast report
D. Reservation log file
6. The reservations module creates a reservation record.
A. Reservations inquiry
B. Determining availability
C. Creating reservation records
D. Confirming the reservation
E. Generating Reports
7. The reservations module suggests an alternative room type or rate.
A. Reservations inquiry
B. Determining availability
C. Creating reservation records
D. Confirming the reservation
E. Generating Reports
8. The reservation is classified.
A.Reservations inquiry
B. Determining availability
C. Creating reservation records
D. Confirming the reservation
E. Generating Reports
9. The reservations module prints a confirmation letter.
A. Reservations inquiry
B. Determining availability
C. Creating reservation records
D. Confirming the reservation
E. Generating Reports
10. A good Front Office Associate (FOA) should understand which of the
following thing:-
A. Company's targets
B. Importance of punctuality
C. Work output requirements
D. All of the above.
II. TRUE OR FALSE
Direction: Write true if the statement is correct and false if not.
1. An amendment to a booking or a booking item is defined as a change of
requirements, which can come about as a result of a number of reasons
(e.g.: flight changes, problems with obtaining visas, etc.)
2. In order to improve your distribution and increase your online bookings,
you need to market your property to online travel agents (OTAs)
3. Effective internal communication helps ensure that all members of the
organization are working collaboratively towards a common goal.
4. The Front Office Manager's main function is to ensure that the
housekeeping department maintains the high quality of cleaned room.
5. The largest department in terms of number of staff is food and beverage.
6. Communications such as telephone, FAX, and pagers are usually a
break-even service in hotels.
7. The ADR is calculated by dividing the total sales by total number of
guests in the hotel.
6. The primary function of a hotel is to provide lodging accommodation.
7. Internal communication is responsible for the active flow of information
among people within an organization.
8. A reservation process is an act where guests make a call to reserve a
room in a hotel for a specific day.
9. Data management is the process of ingesting, storing, organizing and
maintaining the data created and collected by an organization.
10. A computer reservation system or a central reservation system (CRS) is a
web-based software used by travel agencies and travel management companies
to retrieve and conduct transactions related to air travel, hotels, car rental, or
other activities.
III. Answer the following 3 pts each
1. What is the importance of computerized reservation?
2. What is a computer reservation System?
