FRONT OFFICE OPERATONS MIDTERM

What is a guaranteed reservation?

• A. reservation that is not refundable.           

• B.    A reservation that holds a room without payment.

• C.   A reservation that requires a deposit or credit card guarantee.

• D. A reservation that can be cancelled anytime without penalty

Which of the following is NOT a common reservation method?

• Phone

• Walk-in

•    Email

• Telefax
  
  

What does a Property Management System (PMS) primarily handle?

•   Marketing strategies

• Room inventory and guest reservations

• Financial audits

• Staff payroll
  
  

Which booking channel allows hotels to manage rates and availability across multiple platforms?

•    Central Reservation System (CRS)

• Global Distribution System (GDS)

• Channel Manager

• Online Travel Agency (OTA)

   

What is the main purpose of a Global Distribution System (GDS)?

• To manage hotel housekeeping schedules

• To distribute hotel room availability and rates to travel agents and OTAs

• To handle customer service issues

•   To track guest preferences
  
  

How should a front office staff member handle a reservation modification request?

•   Ignore it if it’s close to the check-in date

•    Direct the guest to another department

•   Update the reservation details in the PMS and confirm with the guest

• Ask the guest to call back later

  What is an overbooking strategy?

• Booking more rooms than available to maximize revenue

• Offering discounts to all reservations

• Guaranteeing every reservation a specific room

•   Canceling reservations that are not confirmed
  
  

  What does a non-guaranteed reservation mean?

•   The guest must pay upfront to confirm the reservation.

•    The reservation will be held until a specific time without payment.

•   The room is guaranteed to be available at any time.

• The reservation cannot be cancelled.
  
  

What is the primary role of an Online Booking Engine?

•   To manage hotel finances

• To facilitate online room reservations directly on the hotel’s website

• To handle guest complaints

• To train hotel staff
  
  

How should a reservation cancellation be processed?

• Verbally inform the guest and make no changes in the system

• Immediately cancel in the PMS and confirm cancellation with the guest

•   Send a written notice to the guest

• Only cancel after the guest confirms their decision again