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problem 1: Details of room reservations are recorded in a precise manner to maintain effectiveness and to prevent embarrassing situations from arising.

a) describe the various methods by which front office staff might receive an enquiry from an intending guest for a room reservation.

b) Compare and contrast the use of a Reservation Enquiry Card with that of the Hotel Diary.

problem 2: The hotel has a legal obligation to register the name and nationality of every visitor over the age of 16 years who stays overnight.

a) Compare the merits and demerits of a guest registration book with a system by using individual guest registration cards.

b) describe the procedure that a receptionist must follow when accepting from a guest a valuable article for safekeeping.

problem 3: A guest will understandably express frustration at having to wait for his/her bill to be prepared, and promptness in making the final account is necessary.

a) State one benefit and one drawback in each of the given methods of preparing guests’ bills:

  • Tabular ledger
  • Electronic billing machine
  • Computerized system

b) Describe guidelines which should be followed by front office staff when accepting travelers’ cheques from a guest.

c) Describe the difference between ‘COD’ and ‘VPOs’.

problem 4: Skills adopted in the provision of service are different from those used in the production of goods. Examine personal qualities that front office staff must possess as part of the service ‘package’.

problem 5: Hotels might offer accommodation, but it is front office staff that ‘sells’ the rooms.

a) Compare and contrast ‘switch’ selling with that of the ‘sandwich’ method.

b) Describe the ‘inclusive terms’ package, identifying the kind of hotel that is most probable to offer this, and outlining advantages of this kind of package to both the hotel and to the guest.

c) describe two activities which front office staff can carry out in order to decrease the impact of people who make bookings but fail to honor them (that is, no-shows).

problem 6: Successful marketing will raise initial awareness and encourage visitors to stay in the hotel.

a) Compare the benefits of sending a personal letter to prospective guests with the drawbacks of using direct mail.

b) describe how the requirements of a conference delegate might differ from those of a business traveler.

problem 7: Group bookings and conferences are more complex than individual bookings as additional factors will require to be taken into consideration throughout the planning phase. Examine key points that must be borne in mind when planning a visit for a large group of people.

problem 8: During the recruitment process, front office managers will identify attributes required by interviewees before employing the most appropriate applicant.

a) Make a Personal Specification for a Junior Receptionist, indicating sub-headings in the specification, with one illustration of the essential criteria that might be listed under each sub-heading.

b) Produce‘Guest problemnaire’ appropriate for providing information on guests’ opinions on a hotel’s services, cleanliness and prices.

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