B.Sc. DEGREE EXAMINATION, APRIL 2017
Second Semester
Catering Science and Hotel Management
FRONT OFFICE OPERATION — I
(2016 onwards)
Time 3 Hours Maximum 75 Marks
Part A (10 2 20)
Answer all questions.
1. What is meant by 'Scanty Baggage"?
2. List any 4 major equipment used in front office.
3. Why is personal grooming very important for front office
staff?
4. List 2 do's and 2 don'ts in telephone conversation.
5. What is suggestive selling? Give an example.
6. List the special facilities offered to group guests on
vacation.
7. What is the purpose of errand card in Bell Desk?
8. How is a VIP guest received at the front office?
9. List the security measures adopted by hotels to safeguard
guests.
10. Give 4 examples of service related complaints by guests.
Sub. Code
6HM2C1
RW-165
2
ws2
Part B x 5 25)
Answer all questions choosing either or
11. Explain the role and importance of front office
department in the hotel.
Or
List the duties and responsibilities of a Receptionist
in front office.
12. Explain any five essential attributes required for
front office staff.
Or
Enumerate the different stages of the guest cycle.
13. Explain briefly the guidelines to selling hotel rooms
by telephone.
Or
Elucidate the qualities to be possessed by
receptionist to be an effective salesperson.
14. Enumerate the functions of a Concierge.
Or
List any five significant duties of Lobby Manager.
15. List and explain the types of guest room key
maintained in hotels.
Or
How is Lost and Found handled by front office staff?
RW-165
3
ws2
Part C x 10 30)
Answer any three questions.
16. Discuss the significance of coordination between front
office and other departments.
17. Explain why communication skills are very essential for
front office staff.
18. Summarize the guidelines to be followed for selling hotel
facilities to business guests.
19. Outline the duties and responsibilities of Bell Boy.
20. Enumerate the procedure to be followed in handling
guest complaints.
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