DECEMBER ,2019

JUNIOR PRIME
COURSE: HOSPITALITY MANAGEMENT
UNIT: FRONT OFFICE OPERATIONS AND ADMINISTRATION
INSTRUCTIONS: ANSWER ALL QUESTIONS
TUTOR: DAVID
1.Every hotel is required by law to register the details of every person, aged sixteen years and over, who
stays overnight.
a) Examine the registration procedure of a guest, explaining how a hotel benefits from the process, and
identify information that is legally required from a guest. [10]
b) Describe details about a bedroom that may be indicated on a room status board. [5]
c) Discuss services that a guest may require on their day of departure. [5]

2. Circumstances exist whereby a hotel proprietor may be liable for full loss or damage to a guest’s
property.
a) Describe a suitable safe custody routine for front office staff to follow when a guest brings an article
for safekeeping. [6]
b) Examine the advantages of issuing guests with electronic key cards rather than the traditional
metal door keys for their bedrooms. [8]
c) Discuss which hotel departments will need to amend their records when a guest moves to a
different room whilst staying in a hotel. [6]

3. Front office staff have a duty of care at all times towards the safety and welfare of hotel guests.
a) Describe the procedure front office staff can take when receiving a bomb warning by telephone. [5]
b) Examine security measures that front office staff should take to reduce the incidence of guests
leaving without paying their bills. [5]

4. The provision of service embraces a personal element that distinguishes this aspect from the
production of goods. Examine personal qualities that front office staff should possess as part of the
service ‘package’ [20]