FRONT OFFICE MCQs

Contributed by Syed Rana Safiuddin [MGM-IHM University]

1. The main purpose of night audit is to verify the accuracy and completeness of the ______transactions between the hotel and its guests.

Credit

Debit

Financial 

Cash

2. ________ is a person who audits the hotel accounts during night hours. 

Front Office Supervisor

Night Supervisor

Head Accountant 

Night Auditor

3. The night auditor is responsible for establishing the end of a ______ day.

Business

Revenue

Next 

None of the above

4. Night auditor’s shift usually starts from ____ & ends on _____. 

09:00 PM - 06:00 AM 

11:00 PM – 08:00 AM

12:00 AM – 09:00 AM

01:00 AM – 10:00 AM

5. POS stands for ______.

Point of Service

Point of Solution

Point of Salary 

Point of Sale

 

6. A _______ is a situation when a guest with a confirmed reservation does not arrive at the hotel on the date of arrival without any prior intimation about the cancellation.

No-Show

Amendment  

Walk-in 

Check-in

7. The night auditor generally prepares the following reports for the management: 

High Balance Report 

Occupancy Reports 

Both a & b 

None of the above

8. The house count is the total number of ______ present in the hotel.

Resident Guests

Staff

Rooms

None of the above 

9. Which is/are the in-house sales techniques used in hotels? 

Up-selling

Suggestive selling

Cross selling 

All of the above

10. Converting inquiries into bookings is key in maximizing hotel _______

Occupancy

Availability 

Staff

Guest

 

11. When number of rooms reserved exceeds the total number of rooms available in hotel, this situation is called as ______

No-show

Repeat Reservation

Overbooking

None of the above

12. Front office personnel are also ________ in Hotels. 

Chefs

Sales People 

Service People

None of the above

13. A guest who books the same hotel again and again is called as _______.

Refund Guest

Remote Guest 

Random Guest

Repeat Guest

14. Front office staff should offer ______ if a guest requests something which cannot be fulfilled or not available in the hotel. 

Alternatives

Assistance 

Apologize 

None of the Above

15. Suggestive selling is a vital tool of ______ for increasing room sales.

Sales Department

Front Office Department

Marketing Department

None of the above.

16. Sales & Marketing Department always co-ordinates with _____ with regards to room status in all terms.

Food & Beverage 

Housekeeping

Front Office

Food Production

17. The marketing mix consists of 4 P’s i.e. Product, Price, Place & ______.

Plan

Procedure 

Pledge 

Promotion

18. Up selling helps in earning extra _____ for the hotel. 

Revenue

Bookings

Ratings

None of the above 

19. "Hotel is a Home away from ______."

Hotel

Dream

Home

Family 

20. Which of the below is NOT a minor revenue producing department? 

Rooms Department

Laundry

Swimming Pool

Telephone Department

21. Rooms department section earns around ___ % of the Total Hotel Revenue.

30%

60%

80%

50%

22. Which of the below does not come under Food & Beverage Service Department?

Restaurants

Bar

Kitchen

Coffee Shop

23. _____ Department of the Hotel deals with recruitment & training of staff.

Personnel 

Security 

Marketing Sales

Color

24. Which of the below is Non Operating yet Revenue Producing department (N.O.R.P)?

Front Office

Housekeeping 

Food & Beverage Service

Travel agencies & airline offices

25. Which of the below is NOT a sub department of Front office?

Room Service

Reservation

Cashier

Business Centre

26.  _______ is the Head of Front office department. 

Duty Manager 

Front Office Supervisor 

Front Office Manager

Reception Shift in-charge

27. _______ is responsible for training & making duty roster for front office staff.

Reception assistant 

Reception Supervisor

Reception shift in-charge

None of the above

28. _____ take's the bags of guest from lobby to room & also escort the guest to their rooms on arrival.

Front office cashier

Night auditor

Reservation assistant

Bell Boy

29. Front office is also called as the _____ of the Hotel. 

Face

Eyes 

Mind

Ears 

30. Front office functions include reservations, registrations, room & rate assignment, check-in and ________.  

Cleaning

Food Service

Room Maintenance 

Guest Services

31. Select the odd one out from the below Guest Cycle. 

Pre-arrival

Arrival

Post Arrival 

Stay

32. Bell desk is mainly responsible for _______ of the guests. 

Check-in  

Luggage Handling

Complain Handling

Telephone Handling

33. A large percentage of revenue is obtained from _____ sales. 

Room

Food

Beverage

Banquet

 

34. The main function of the reservation section is to help the hotel in generating _____ from future and prospective room sales.

Booking 

Revenue 

Inquiries

All of the above 

35. In order to guarantee a reservation, which option/options guest can opt for out of the below. 

Pre-payment

Credit card

Travel Agent  

All of the above

36. A hotel holds Non-Guaranteed reservation usually till ____.   

04:00 PM

05:00 PM

06:00 PM

03:00 PM

37. Tentative reservation is also called as ______. 

Provisional

Temporary

Confirmed 

None of the above

38. CRS stands for _______.

Central Room Systems

Central Rate Systems

Central Recording Systems

Central Reservation Systems

39. When the total number of rooms reserved for a certain period of time exceeds the total number of rooms available for sale, for the same period of time. This situation is called as ______. 

Overbooking

Sold Out

Black Out

None of the above.

40. Which is the best device used for tracking room availability out of the below?

Control Books

Wall Charts 

Computerized systems 

None of the above

41. Head of the reservation department is _____

Reservation assistant  

Reservation Supervisor

Reservation shift in-charge

Reservation Manager

42. Reservation section is part of _______ department.

Front office

Sales  

Marketing

None of the above

43. Guest _____ is one of the first & most lasting impressions on Hotel guest.

Registration

Receiving

Recognize

Reporting

44. Registration of all the guests in Hotel is _______.

Optional

Mandatory

Not required

None of the above 

45. GRC stands for _______

Guest Room Card

Guest Reservation Card

Guest Rate Card

Guest Registration Card

46. The total number of rooms available in a hotel for sale is called the _______.

Room Sale

Room Status

Room Inventory

None of the above

47. Guest without a reservation is called as ______.

Walk-in

Check-in

No-show

None of the above

48. _______  number of methods are used for registration by hotels.

Two

Four

Five

Three

49. Bound book is used by ______ Hotels for registration purpose.

Small

Medium

Large

Very Large

50. Front desk staff should not ______ the guest room number.

Write

Announce  

Message

None of the above

51. The published rate for a hotel room is called as _________.

Discount Rate

Family Rate

Corporate Rate

Rack Rate

52. Which out of the below methods of payment is widely not accepted by the Hotels?

Personal cheques

Cash

Credit Cards

Debit Cards

53. Which out of the below is NOT a part of cash settlement?

Currency Notes

Traveller’s Cheque

Demand Draft

Travel Agent Voucher 

54. As per government regulations, the cashier should accept foreign currency only from ____

Foreigners

Locals

Nationals

All of the above

55. ATM stands for _________

Automated Transform Machine

Automated Telecom Machine

Automated Teller Machine

Automated Transmission Machine

56. Which out of the below is NOT a part of credit settlement?

Debit Card

Credit Card

BTC Letter

Travel Agent Voucher

57. BTC stands for ________

Bill Travel Company

Bill To Company

Bill To Client

Bill To Customer

58. Which procedure is to be followed while processing payment through credit card?

Check the card holder’s name on card

Check the expiry date on the card

Ask the guest to sign on the transaction slip

All of the above

59. The word ‘Hotel’ is derived from ____ hôtel (coming from the same origin as hospital).

Spanish

German

French

British

60. Hotel industry, Travel & Tourism Industry, Aviation Industry are all part of ________.

Hospitality Industry

IT Industry

Commerce Industry

Engineering Industry

61. Hotels are classified on the basis of _____

Size

Star  

Location

All of the above

62. Hotels more than 300 guest rooms are known as ______

Very Large Hotels  

Large Hotels  

Medium Hotel

Small Hotel 

63. Downtown Hotels are located in / on _____

Highways

The Heart of City

Hill Stations

Near Airports

64. The hotels which rotate on wheel are called Rotels. The best example of Rotel in India is ____

Taj Palace

Oberoi Palace

Palace On Wheels

None of the Above

65. The person who controls the overall Hotel is known as _____

Rooms Division Manager

F & B Director

Financial Controller

General Manager

66. Front office department & Housekeeping department together is called as _____

F & B Division

Rooms Division

Marketing & Sales

None of the above

67. EAM stands for ______

Executive Administration Manager

Executive Auditing Manager

Executive Assistant Manager

None of the above

68. HRACC stands for ______

Hotels and Restaurants Approval & Classification committee

Hotels and Restaurants Active & Commercial committee

Hotels and Restaurants Associate & Combined committee

None of the above

 

69. During which phase, the guest gets a first-hand experience of the facilities & services offered by the hotel.

Arrival

Pre-Arrival

Stay

Departure 

70. Check-out procedure is part of which phase of Guest Cycle?

Arrival

Pre-Arrival

Stay

Departure 

71. Issuing Room Keys is part of which phase of Guest Cycle?

Arrival

Pre-Arrival

Stay

Departure 

72. Room Reservation is part of which phase of Guest Cycle?

Arrival

Pre-Arrival

Stay

Departure 

73. Which of the below is / are modes of reservation?

Written Mode

Verbal Mode

Online Mode

All of the above

 

74. Out of the below options which one is NOT a source of Reservation.

Direct Business / Property Direct

Travel Agents / Tour Operators

Corporate Houses / Companies

None of the above

75. Metal Keys are replaced by electronically coded ________.

ID Cards

Visiting Cards

Key Cards

None of the above