TLE · ETA First Term

Front Office & Hotel Operations — First Term Reviewer

Covers FOH vs BOH, Front Office Department, Hotel Departments & Types, Front Desk Operations & Communications, and Front Office Personnel.

Question 1 of 40 3%

FOH vs BOH Which hotel division includes all areas where staff directly interact with guests to deliver service?

FOH vs BOH Which of the following is classified as Back of the House (BOH)?

FOH vs BOH Which BOH area monitors CCTV cameras, manages access control systems, and ensures guest and staff safety?

Hotel Departments Which department serves as the main hub for guest interaction, check-ins, reservations, and guest records?

Hotel Departments Planning and preparing menus, managing dining areas, running banquets, and monitoring food waste fall under which department?

Hotel Departments Which department manages building utilities, conducts preventive maintenance, and responds to emergency repairs?

Hotel Departments What is a core responsibility of the Sales & Marketing department?

Hotel Types A hotel owned by an individual but operated under a well-known brand name by paying fees to the brand owner is called a:

Hotel Types What defines a Boutique Hotel?

Hotel Types Privately owned and managed hotels not part of any larger corporate group or brand chain are classified as:

Hotel Types Which type of hotel is usually located in tourist destinations and offers complete vacation experiences?

Front Desk Where is the Front Desk intentionally placed in a hotel layout, and why?

Front Desk Functions What is the primary objective of the Guest Accounting function in the Front Office?

Front Desk Functions Why must the Front Office coordinate with Housekeeping and Engineering during Room Assignment?

Guest Privacy Which practice is essential for Front Office personnel to protect guest privacy and confidentiality?

Uniformed Services Which member of the Uniformed Services team escorts guests to their rooms, carries luggage, and explains room features?

Uniformed Services Which service unit receives and parks guest vehicles upon arrival and retrieves them upon departure?

Concierge Which hotel role acts as a personal assistant and local expert, helping guests book tours, reserve dining, and handle special requests?

Front Office Accounting What is the term for the statement of account that records all financial charges, credits, and transactions for a guest during their stay?

PBX What does the abbreviation PBX stand for in hotel operations?

PBX Why do PBX operators use the phonetic alphabet when communicating phone messages or guest names?

Communications Which tools are commonly used for internal communication between front office staff and housekeeping or maintenance teams?

PBX Switchboard In standard hotel phone operations, which extension digit does a guest dial from their room to connect directly to the switchboard operator?

PBX Switchboard Why is the PBX system vital for hotel efficiency and cost management?

Org Chart In the hotel front office organizational chart, who sits at the top of the hierarchy?

Org Chart Which front office role is responsible for completing financial reports at the end of the day under the Front Desk Supervisor?

Duties & Responsibilities Which front office duty involves the 10–5 approach — smiling at 10 feet and greeting verbally at 5 feet?

Duties & Responsibilities Confirming guest identity, explaining amenities, assigning rooms, and issuing key cards are part of which front office duty?

Duties & Responsibilities What online system do front office staff use to handle bookings and update room availability in real time?

Duties & Responsibilities When handling guest complaints, what is the first step front office personnel should practice?

Interdepartmental Communication Which department does the front office coordinate with for room status updates and amenities?

Skills Being able to speak, listen, and write clearly is considered the most important skill in any hotel role. What is this skill called?

Skills The mindset of putting guest satisfaction first, anticipating needs, and solving small problems before they grow is called:

Skills Serving a guest while answering a phone call and logging information while checking room status are examples of which skill?

Attributes Which attribute helps staff stay calm and helpful, especially with difficult guests, slow systems, or long queues?

Attributes Being respectful, dependable, and composed, even under stress, including dress code, punctuality, and behavior, is known as:

Attributes Paying attention to tone of voice, body language, special requests, and the mood of the guest is an example of which attribute?

Attributes Understanding and respecting different cultures, languages, and customs is essential for hotel staff. This is known as:

Financial Transactions Which of the following is a financial duty of front office personnel?

Org Chart The Assistant Front Office Manager reports directly to which position in the hotel hierarchy?

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