FRONT OFFICE MCQs
Contributed by Syed Rana Safiuddin [MGM-IHM University]
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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
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