Tourism

Tourism Chapter 21 – Front Office Operations

NIOS Class 12 Tourism Chapter 21B Solutions

INTEXT QUESTION 21.1

1. Mention any three main functions of the Front Office.

Ans:

(i) Reservation

(ii) Registration of guests

(iii) Settling accounts

2. Differentiate between a double room and a twin room.

Ans: A double room has a double bed, whereas a twin room has two single beds.

3. Why is a suite more expensive than other rooms in a hotel?

Ans: A suite is more expensive because it has more space, more facilities and some complementary facilities also.

INTEXT QUESTION 21.2

1. What is meant by the following room rates?

(i) Seasonal

(ii) Complimentary

(iii) Government

(iv) Rack

Ans:

Seasonal: This rate is offered during peak tourist season when the hotels have high business.
Complementary: Rate offered to VIPs who are important for a hotel’s image.
Government: Rates offered to government officials who are on official work and stay in a hotel.
Rack: The maximum rates which are advertised on their website and tariff cards.

INTEXT QUESTIONS 21.3

1. Define the term ‘Reservation’.

Ans: A Reservation is an agreement between the guests and the hotel in which the guests rent the room from the hotel for a given time and a fixed period.

2. What is an unconfirmed reservation?

Ans: Unconfirmed Reservation: In this case, the hotel accepts the room request of a guest but is not able to guarantee the availability of the room on a specific date.

3. List any two advantages of reservation.

Ans: Advantages of Reservation

(a) It guarantees the availability of the room.
(b) It ensures that the hotel authorities are also aware of their income.

4. List the different sources of reservation.

Ans: Sources of Reservation

Individual guests
Travel agents
Companies

INTEXT QUESTIONS 21.4

1. What is the role of reception?

Ans: Reception is responsible for receiving and welcoming the guests on their arrival. It completes the registration formalities and assigns rooms to the guests.

2. Which section is responsible for providing personalised services to guests?

Ans: The Concierge section provides personalized services to the guests.

3. Which section is responsible for answering incoming guest calls?

Ans: Communication/Telephone section

4. What are the functions of the cash and bills section?

Ans: Cash and Bill Section

Opening and maintaining guest accounts. Preparing bills at the time of checking.
Handling credit card, debit card, cash, and traveller’s cheque settlements.
Organising foreign currency exchange.

INTEXT QUESTIONS 21.5

1. List the steps in handling a sick guest.

Ans: Sick Guests

The staff should be well-trained to handle first aid in case of minor sickness.
Every hotel must have a first-aid box. In case of a major sickness, a doctor should be called.
Try to make the sick guest comfortable till the doctor arrives.

2. What is the first step in handling a fire situation?

Ans: The first thing is to inform the firefighting department. And give them the exact details about the location and size of the fire, as the fire tender will need that information.

3. Why is message handling important?

Ans: The message handling shows the professionalism of a hotel. The immediate and timely delivery of messages to guests is always highly appreciated.

4. List the most important three rules of telephone handling.

Ans: Important Rules of Telephone Handling

1. Always answer the phone calls within 3 rings.
2. Always listen attentively, and talk politely.
3. Always talk slowly and clearly so that the guests may understand every word.

Terminal Exercises

1. Define the following:

a. Reservation

b. Government rate

c. Pent House

Ans:

a. Reservation: The term reservation can be defined as ‘An agreement between the guest and the hotel in which the guest rents the room from the hotel at a given time, for a fixed period of time.’
b. Government rate: This rate is offered to government officials who travel for official work.
c. Penthouse: This type of room consists of a set of rooms situated at the topmost level of the hotel. It has an open view of the sky.

2. Write short notes on:

a. Luggage Handling

b. Reception

Ans:

a. Luggage Handling: Luggage handling is done at the time of the guest arrivals nd when they depart. On arrival, the bellboys collect the luggage and take it to the guest’s room. They also help place the luggage on the luggage rack and help the guests be familiar with the electronics. At the time of departure, the bellboys carry the luggage back to the reception area and then keep it in the vehicle and wish the guests goodbye.
b. Reception: Reception is responsible for receiving and welcoming the guests on their arrival. They will
- Receive and welcome the guest.
- Complete the registration form.
- Assign rooms to the guests.

3. Explain the steps involved in taking and processing a group reservation.

Ans: Procedure for Group Reservation

Firstly, the hotel receives the reservation request from the group either through a group leader or by personal meeting or some other mode.
The reservation assistant asks about the arrival and departure dates of the group. Then, information about the type of room and the number of rooms is asked.
The reservation assistant matches the reservation request of the guests with the room availability, and with the help of a computerized booking system.
If the request does not match with room availability, other dates or types of rooms are offered to the group.
In case the request matches the room availability, the reservation assistant discusses with the group leader about the number of rooms to be kept aside for the group and also the cut-off dates, i.e. the last date till which the hotel will reserve the rooms for the group.
The reservation assistant then starts processing the reservation request and takes other details such as the name of the group, name of the group leader and group members, number and type of guest rooms required, date and time of arrival of the group, date and time of departure of the group, meal plans, billing details and any other special information.
Finally, the reservation assistant gives a confirmation number to the group leader and then sends the confirmation letter.

4. How will you handle the following situations?

a. If a fire breaks out in the hotel

b. A theft case in a room.

Ans:

a. If a fire breaks out in the hotel

The first thing is to inform the firefighting department. Give exact details about the location and size of the fire, as the fire tenders will need that information.
Give your identification and department.
The front office should alert all guests and inform them to use the staircase and not the lift.
The telephone department staff should be alert during the fire to coordinate communication.
The front office staff should make sure that old and handicapped guests are located and helped to leave the hotel.
They must guide the guests through the staircase and help in extinguishing the fire by using fire extinguishers.
After coming out of the building, report to a central area so that a roll call can be made.

b. A theft case in a room.

Having security features in all guest rooms. e.g. automatic closing doors, door chain, peephole.
Avoid giving guest information, such as room number, to visitors.
Proper guest key handling. The staff should never give the guest’s room keys to any unauthorized person.
Having professional hotel security staff who take regular rounds.
Keeping all entrances, corridors and staircases well-lit.
Report immediately any suspicious character.

5. Explain the role of the front office and its importance in a hotel.

Ans: The front office is always the key point for processing reservations, registering guests, settling accounts and checking out guests. It also handles the distribution of guest room keys, mail, messages and provides other information to guests. These functions require diplomacy as well as situation handling skills. Many different types of guests come to a hotel, and handling them requires a special type of professionalism.

6. What are the various sections of the front office?

Ans: The sections of the front office are: reservation, information, communication, bell desk, concierge, cash and bills, and travel desk.

Reservation: This section is responsible for booking rooms for the guests in advance.
Reception: This section is responsible for receiving and welcoming the guests on their arrival.
Information: This section is responsible for providing information to the guests.
Communication/Telephone: This section maintains the communication network of the hotel. There is a computerized call accounting system which charges the outgoing calls to the guest account.
Bell Desk: This section is responsible for escorting the guests to their rooms and familiarising them with hotel facilities, safety features and in-room features.
Concierge: This section is responsible for providing personalized services to the guests. Usually in hotels, a concierge assists guests with various tasks like making restaurant reservations, arranging for spa services, recommending nightlife, hot spots, looking transportation, procurement of tickets to special events.
Cash and Bills: This section is responsible for recording all financial details of the guest.
Travel Desk: This section is responsible for making travel arrangements for the guest.