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Important Questions Answer of Hotel Management – Chapter 3 | Grade XI

Chapter – 3: Front Office Department

Short Answer Questions

  1. Explain the Sundry Services. [5]

Ans: Information desk provides the service of Sundry Services. The unit with the help of bell boys, provides small but very important services to the guests, which is known as sundry services it includes Handling mail/ messages.

The information table in cooperation with bell boys in responsible to handle all mails. All mails must be given high importance and should be dispatched to the concerned receiver. The mails are of two types: House Mail and Guest Mail.

All guest mail must be given top priority and should be immediately dispatched to his room. In case the guest is not available at a particular point of time and message comes in by person or by telephone, the information table will receive the message. Many hotels use printed “Message Slip” to write down the message. The message is taken down in duplicate. The original is placed in the appropriate key rack and duplicate is slipped under the door of the guest room. Modern hotels may have a message light system connected to a message light flash in the room.

If message is very important but guest could not be identified, bellboy would then write the name of the guest or his room number on a board. The board has a long handle and bells to attract the attention. The bell boy then moves ringing the bells to call attention. The concerned guest would then contact the bell boy and receive the message. The system where hotel staff cannot identify a guest and the guest identifies himself is known as “Paging”.

Sometimes a guest staying in the hotel may want to leave a message for a visitor who may come in person or may call. Those messages are recorded on a message slip of a different color.

In case the guest has left the hotel for a next destination, the mail is then immediately forwarded to the next address as indicated in the Guest Registration Card.

  1. Write the job description of receptionist. [5]

Ans: The reception unit is represented by receptionist. The unit receivers, registers and allocates room to the guests upon their arrival. The important information about the guests like their name, address, nationality, passport number, purpose of visit, duration of stay, etc. are recorded in the registration form. The receptionist also manages the room key. The receptionist also works as nerve system. He receives message for the guest and informs the guests. It maintains close relation with bellboys to handle guest baggage and with housekeeping department for the amenities to be placed in the room, and with the kitchen to order the food, if any. He handles the guest problems and complaints.

The receptionist job includes:

  • Promptly & courteously register guest’s information and assign rooms
  • Update the room rack and check continuously
  • Calculate room availability position and advise reservation
  • Complete pre-registration formalities for VIP, invalids, old people, group checking and airline crew.
  • Execute government formalities regarding foreign tourist.
  • Issue vouchers/ coupons for kitchen, health club, sauna, etc.
  • Co-ordinate with housekeeping for clearance to sell rooms.
  • Prepare room reports and occupancy statistics
  • Co-ordinate with bellboys to handle guest message, baggage for check-in and check-out.
  • Co-ordinate with different departments and provide information to the cashier to prepare the final bill.
  1. What are the various types of rooms and rooms symbol found in a hotel? [2.5+2.5]

Ans: Generally a room is understood as a place closed by walls, roof, windows and doors for protection. A room is a source of income for management. However a room is a comfort, place to relax, pleasure, safe to stay, clean and hygienic for a guest. A hotel provides different types of room. Their size and facility depends upon the class of hotel service and tariff. The rooms are known by different names such as:

Single room: A room made for one person which contains one single bed.

Double room: A room for two persons, which contains two single beds.

Triple room: A big room with many single beds to occupy by many individuals.

Studio Room: A room with bed and extra studio bed that is a sofa cum bed.

Interconnecting Room: Rooms connected internally for family use.

Adjoining Rooms: Rooms which are opposite to each other in the same floor.

Cabana: A room connected with swimming pool.

Penthouse: A room on the terrace or on rooftop to enjoy sky

Lanai: A room with balcony or veranda

Suits: A set of room with setting area with other ancillary facilities. They are different types such as Duplex suit, Presidential suits, Royal suite, etc. Above are the general names assigned to the types of rooms. The rooms are classified by the service and facilities it includes such as luxury, standard. They provide different types of bed in the room such as King size, Queen Size, etc.

Some common room symbols used by Front Office are given below:

Deluxe                                  DLX

Standard                              STD

Single Room                       SGL

Double Room                     DBL

Twin Room                         TWL

O                                             Occupied

DND                                       Do not Disturb

OOO                                      Out of Order

V                                             Vacant

*                                             Inter connecting

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