Diagnostic Assessment

A. Multiple Choice
Direction: Read the statements carefully and write the letter of your best choice in your
answer sheet.
1. One of the most important telephone etiquettes that an FO should practice is showing courteousness
to the caller. Which of the following best exemplifies respect and professionalism in greetings?
a. Yes Mr. Lopez, what can I do for you? This is room reservations.
b. Is it Mr. Lopez? Hi Sir! How are you? This is room reservations.
c. Good morning! This is room reservations, my name is Sarah. What makes you call?
d. Good Morning! Room Reservations, this is Jenny. How may I help you?
2. How should hotel personnel regards guest complaints?
a. Every complaint should be welcomed as an opportunity to enhance guest relations
b. Complaints should be viewed as inconvenient interruptions to the work routine
c. Complaints should be ignored, if possible

d.
e. Guest complaints should not be taken seriously unless the guest is angry
3. What type of reservation is being described in the statements below? Mr. James, we would like to
inform you that we will be holding your room until 4:00 pm on the date of your arrival. You can still
check in after the said time, but depending on the room availability on that day.
a. Guaranteed reservation
b. Non-guaranteed reservation
c. Partially guaranteed reservation
d. Cancelled reservation
4. There are various ways on how hotel guests pay their bill accounts. What form of settlement is made
when a guest reserved in full payment cash prior to the date of his arrival?
a. Prepayment
b. Advance deposit
c. Through credit card
d. Send bill arrangements
5. What will you say to the person, if you must interrupt the conversation?
a. Ill be right back
b. Please excuse me, Ill be right back
c. Please excuse me for a moment, Ill be right back
d. Excuse me, Ill be right back
6. Which of the following is an appropriate action for a hotels in-house security officer?
a. Asking questions following an incident
b. Use of deadly force
c. Search of a guests room for evidence
d. detaining all suspects involved in an incident
7. What is the reason of the FOs inquiry to the guest in his statements below?
We dont have any available Executive Room on the 28 th of August, Mr. Smith. Would you like me to

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book you to a Superior Room instead?

a. The FO is endorsing the Executive Room as part of their sales promotion
b. The FO is reserving the Executive Room for the other guest
c. The Executive room is not available to use during the time
d. The Superior Room has even affordable price rate as compared to Executive Room
8. Janet, the new front office manager at the Crystal Center 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.
b.
c.
d.

Reader board
Information directory
Transaction file
Arrival list

e.
f.
9. How many rings does it takes before an FO answer the phone calls?
a.
a. 1
b. 2
c. 3 d. 4

b.
10.

What details of reservation is not specified by the guest in his statements below?
a.
Hello. This is Mr. John Smith. I would like to make a reservation for 2 persons on your
Executive Room this coming 13th day of August. Should you give me discounts if I pay my bills in
advance through credit card?
b. Customers name
c. c. Date of arrival
d. Number of nights
e. d. Mode of payment
11.Which of the following is a primary front office concern during the occupancy stage of the
guest cycle?
a. Security
b. Account settlement
c. Room Assignment
d. Maintaining the guest history record

e.
12.

These are things to remember when leaving messages through telephone, except:
a. Always leave your return telephone number
b. Use broken phrases, slang or idiom
c. Speak clearly and slowly
d. Give all the information needed

e.
13.
a.

14.

In the short term, a rooms readiness for sale is determined by its

status.
b. Reservation
c. Housekeeping
d. Registration
e. Preregistration
Which of the following should an FO say to courteously end a phone conversation?
a. Would there be anything else Mr. Black?
b. Would you like me to make a reservation for you Mr. Black?
c. Thank you for choosing Heritage Hotel, Mr. Black. We look forward to welcoming you on your
visit.
d. The rate is inclusive of full buffet, pre-dinner cocktails, complimentary 5 pieces of laundry
everyday, round trip airport transfers, and local calls.

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e.
15.
This classifies if a booking is from a local or international agent or company, an
a. individual booking, an SRS booking, a walk-in or from a RSO.
b. Block name
c. Approval Code
d. Reservation Type
e. Source of Business

f.
16.
a.
b.
c.
d.

During the registration, what should you do first as the guest arrived?
Determine if guest has reservation
Provide personal greetings
Confirm reservation information
Use up selling tactics

e.
17.

Which should not be done by an FO in case the customer decided to cancel his reservation?
a. Assign the cancellation number to the caller and provide the caller the number
b. If the guest is guaranteed, remind to keep the cancellation number as proof for future claims
c. Clear all traces of customers reservation from the computerized record system
d. Ask caller for future reservation

e.
18.
Which of the following front office computer applications would help managers track commissions
payable to agents for booking business at their hotels?
a. Reservation module
b. Rooms management module
c. Guests accounting module
d. Financial management module

e.
f.
g.
h.
i.
j.
19.

What is the best way to show a personalized service upon welcoming guests in the hotel?

a.
b.
c.
d.
e.

Greet them in a very courteous manner

Acknowledge guests by their names consistently in every conversation
serve them with appetizing meals
Provide them with general hotel information

f.
20.
If the customers desired reservation package is not anymore offered by the hotel, what should
an FO say to the client?
a. Sorry Mr. James, but we are not anymore offering the package you availed last time. We will
surely inform you in the future as we offer the same reservation package again.
b. b. Mr. James, the package you availed on your last stay is not valid anymore. However, we are offering
you another exciting package.
c.
c. We cannot offer the same
d.
reservation package to you, Mr.
e.
James. If you please, we will refer
f.
you to the other hotels who can offer
g.
the same inclusive package.
h. d. None of the above

i.

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j.
k.
B. Matching Type
a.
Direction: Match the definitions in Column A with its corresponding key terms in
b. Column B. Write the letters on your answers sheet.

c.
d. Column A
a.

Column B

2. It determines pre-defined reservations

arrangement as set by the hotel.

b.
3. It is an agreement where hotel accepts prepayment from the guest and holds the room whether the
guest arrives in the hotel or not.

a.
4. It is the databank of collected revenue generating and non-revenue generating activities of guest in the
hotel.

a.
5. This is where the name of the caller and his/her telephone number is written

a.
6. This describe how the booking was made such as through, telephone, fax, e-mail, CRS,
a. Front Office.
a. Property Management System
b.
7. A term used to refer a procedure utilized by a
hotel upon the arrival of a guest to confirm
his/her stay at the hotel

a.
8. The deposit received is written in this
field, whether cash or credit.

a.
9. This refer to the partial payments made by
the guest for his entire stay

a.
10.
It is use if the guest is on cash
basis.

a.

a.
b.
c.
d.
e.
f.
g.
s.
t.

11.
It indicates the
number of nights that the
guest will be staying in the
hotel.

u. 9. It is use if the guest is on cash basis.

v.
w. 10 It indicates the number of nights that

h.

b. Reserved by

i.
c. Registration

j.
d. Arrival

k.
e. Guaranteed Reservation

l.
f. Advance Deposit

m.
g. Nights

n.
h. Reservation Type

o.
i. Channel

p.
j. No Post

q.
k. Amount

r.
the guest will be staying in the hotel.

x.
y.
z.
aa.

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ab.

25

ac.
ad.
ae.
af.
ag.
A. Word Puzzle
Direction: There are 13 hidden words related to the Front Office Services
in this puzzle. Be able to find and mark atleast 10 items then write it on the
AR R
I
VA
L
D
AT
E
D
HC
M space
provided
PD E
P
AR
T
U
RE
U
R
YH
F
below.
KF

MD

CR

DI

RD

AF

SF

V
A

CH

FC

UH

ED

BO

R
K

MV

MC

CH

RO

KH

SU

EW

MU

RF

RT

LF

DN

KD

LH

WT

FH

YN

MD

RK

PW

PB

PF

UF

SW

RO

YP

YP

HD

A
TF
I
OR
N

RM

BU

A. Quick Writes
Direction: Read the FOs communication to the guest regarding the booked

reservation. Complete the sample computerized reservation below with the details
stipulated in the statements.
I would like to repeat the details of your reservation Mr. Baron. You will be arriving on the
25th day of September via Philippine Airlines flight number 105. You will be staying for 2
nights in the Superior De Luxe Room # 034 with the rate of $600.00 exclusive of the
service charge and applicable taxes. This reservation is guaranteed with your $300.00
advanced deposit. Our standard check-in time is 1:00 pm and check-out time is 12 noon.
Your confirmation number is 9344562.
Computerized Reservation System
1. Arrival Time
2. Departure
3. Night/s
4. Room Type
5. Room Number
6. Price Rate
7. Reservation Type
8. Time
9. Amount
10. Reserved by