OFFICE OPERATIONS & ADMINISTRATION
Instructions to candidates:
allowed: Three hours (plus an extra ten minutes’ reading time at the start – do
not write anything during this time)
Answer any FIVE questions
questions carry equal marks. Marks for each question are shown in [ ]
range of different systems is available to hotel front office staff to record
bookings for overnight accommodation.
Compare and contrast between alternative systems to record room availability
that may be found in different types of hotels. 
Describe options that may be offered to an enquirer when a hotel does not have
a particular type of room available on the night requested. 
There is a legal obligation for a hotel to obtain certain information about
every person who stays there.
Specify the registration details that are required from an overseas visitor.
Discuss advantages in using individual registration cards. 
Describe the function of a room status board. 
Front office staff has a responsibility to ensure guests’ bills are always up-to-date
and ready for payment and that bills are paid before a guest departs.
Examine security measures that can be taken to prevent a guest from leaving a
hotel without paying their bill. 
Explain the checking procedure that should be implemented when accepting a bank
cheque from a guest. 
the first person with whom a guest speaks upon arrival, front office staff play
an influential role in making guests feel welcome.
Discuss how a receptionist may give reassurance to a guest upon arrival at a
Describe the total service product in EACH of the following elements:
Psychological benefits 
Appropriate and correct use of social skills by front office staff will enhance
customer experience and help to promote a hotel.
do you understand by social skills? 
Outline FIVE elements that will contribute to a receptionist’s behaviour in
respect of social skills. 
Explain the difference between attitude and behaviour. 
hotel will be advised by a specialist department as to the most suitable method
to distribute information on the services it can offer. Examine the differences
between Direct Individual Sales and
Group Sales. 
price of accommodation is often the main determining factor when a tourist
chooses a hotel.
Discuss the advantages to a hotel of introducing differential room rates
compared with seasonal rates. 
Differentiate between an en pension tariff and an inclusive terms tariff. 
internal data is distributed amongst hotel departments, it needs to be current
Discuss the reasons why a housekeeper’s report may show a room to be occupied
when the room status board indicates that the room is vacant. 
b) Examine the role of a