Front Office Communication Quiz

What is essential for establishing a long-lasting relationship with guests?

• Good communication

• High prices

• Free services

• Luxury accommodations

What type of communication flows from subordinates to management?

• Lateral communication

• Upward communication

• Diagonal communication

• Downward communication

What boosts the morale of staff members in the front office?

• Open communication

• Strict policies

• High salaries

• Long working hours

Which of the following is NOT a type of communication mentioned?

• Written communication

• Oral communication

• Visual communication

• Verbal communication

What is the purpose of the information directory in the front office?

• To store guest complaints

• To track hotel expenses

• To provide local information to guests

• To manage staff schedules

What is a vital duty of the front office department regarding guest mail?

• To open all mails

• To hand over all mails without delay

• To return mails to sender

• To delay the delivery

What should a switchboard operator practice while handling calls?

• Transferring calls without greeting

• Ignoring caller requests

• Voicemail management

• Voice modulation

What is the first step in handling telephone service?

• Transfer the call immediately

• Pick up the phone within three rings

• Ask for the caller's name

• Put the caller on hold

What type of communication flows from management to subordinates?

• Diagonal communication

• Horizontal communication

• Upward communication

• Downward communication

What is the role of the front office staff in guest communication?

• To ignore guest inquiries

• To manage hotel finances

• To delegate tasks to guests

• To provide knowledgeable responses