NIOS Class 12 Tourism Chapter 23 Front office Operations

NIOS Class 12 Tourism Chapter 23 Front office Operations Solutions to each chapter is provided in the list so that you can easily browse throughout different chapters NIOS Class 12 Tourism Chapter 23 Front office Operations Notes and select need one. NIOS Class 12 Tourism Chapter 23 Front office Operations Question Answers Download PDF. NIOS Study Material of Class 12 Tourism Paper Code 337.

NIOS Class 12 Tourism Chapter 23 Front office Operations

Also, you can read the NIOS book online in these sections Solutions by Expert Teachers as per National Institute of Open Schooling (NIOS) Book guidelines. These solutions are part of NIOS All Subject Solutions. Here we have given NIOS Class 12 Tourism Chapter 23 Front office Operations Solutions, NIOS Senior Secondary Course Tourism Solutions for All Chapter, You can practice these here.

Front office Operations

Chapter: 23

TEXTUAL QUESTION ANSWER

INTEXT QUESTIONS 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.

INTEX QUESTIONS 21.2

1. What is meant by the following room rates? 

(i) Seasonal. 

Ans: This rate is offered during peak tourist season when the hotels have a high business.

(ii) Complementary.

Ans: Rate offered to V.V.I.Ps who are important for a hotel’s image.

(iii) Government.

Ans: Rates offered to government officials who are on official work and stay in a hotel.

(iv) Rack.

Ans: The maximum rates which are advertised on their website and tariff cards.

INTEX QUESTIONS 21.3

1. Define the term ‘Reservation’?

Ans: 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 for 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 the specific date.

3. List any two advantages of reservation.

Ans: Advantages of Reservation are:

(i) It guarantees the availability of the room.

(ii) It also ensures the hotel authorities also about their income.

4. List the different sources of reservation.

Ans: Sources of Reservation are:

(i) Individual guests.

(ii) Travel agents.

(iii) Companies.

INTEX 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 personalized services to guests?

Ans: The Concierge section provides personalised 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: 

(i) Opening and maintaining guest accounts. Preparing bills at the time of checking.

(ii) Handling credit card, debit card, cash and traveller cheque settlements. Organising foreign currency exchange.

INTEXT QUESTIONS 21.5

1. List the steps in handling a sick guest.

Ans: Sick Guests:

(i) 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 major sickness, a doctor should be called.

(ii) 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 fire fighting dept. 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 are: 

(i) Always answer the phone calls within 3 rings.

(ii) Always listen attentively, and talk politely.

(iii) Always talk slowly and clearly so that the guests may understand every word.

Terminal Exercise

1. Define the following:

(a) Reservation:

Ans: Reservation is the deal between the hotel and the guest where the guest book rooms in the hotel for a particular duration of time.

(b) Government rate:

Ans: The government rate is given to government employees who travel for government/official work.

(c) Pent House:

Ans: Penthouse is an apartment or a set of rooms built on the top floor of the building. It has an open view of sky.

2. Write short notes on:

(a) Luggage Handling:

Ans: In luggage handling, as the guest arrives the doorman greets the guests and the bell boy assists the guest to the reception for the check-in process with their luggage. After the process, the bell boy takes the luggage and assists the guest to their room, and helps in opening the room. After that, he will put the luggage in the rack and explain all the functioning of electronic equipment, and wish them a happy stay. During departure, the guest calls the bell desk for the bel boy to help with luggage. The bell boy takes the luggage from the room and escorts them to the reception for the check-out procedure. After the checkout, the bell boy puts the luggage in the vehicle and wishes the guest goodbye, and reports back to the bell desk.

(b) Reception:

Ans: Reception is the first place in the hotel that catches the attention of the guests. The role and function of the reception are to welcome the guest, complete all the formalities regarding registration and allot them rooms.

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

Ans: The procedure involved in taking and processing group reservations are:

(i) At first, the hotel receives the request for a reservation either directly from the group leader or by another method.

(ii) The reservation assistant takes the details about the arrival and departure of the group, types, and the number of rooms.

(iii) The reservation assistant matches the details with the availability in the hotel with the help of a computerized booking system.

(iv) If the request details do not match with the hotel availability, other rooms and dates are offered.

(v) If the request details match with the availability in the hotel, the reservation assistant discusses with the group leader about the room numbers to be kept aside and cut-off dates, which is the last date till the group can check in.

(vi) The reservation assistant then starts with other procedures like taking the name of the group leader, group numbers, type of rooms, date and time of arrival and departure, meals, and billing details.

(vii) After that, finalize the booking by giving the confirmation number to the group leader and send the confirmation letter.

4. How will you handle the following situations?

(a) If a fire breaks out in the hotel

Ans: If the fire breaks out one should inform the fire fighting department first and provide them all the details of the fire and the location. Provide them your identification and department. The staff of the front office should alert all the guests and help them to move out. Inform them to use a staircase instead of a lift. After moving out from the building report to the central area.

(b) A theft case in a room.

Ans: If there is a theft case in the room, report immediately to the front office and security staff.

To avoid thefts in the hotel following procedure is followed:

(i) Hotels should provide security features in all guest rooms like door chains, automatic door closing, and peepholes.

(ii) Guest information should not be given to any visitors.

(iii) The staff should never give the keys to the guest room to any unauthorised person.

(iv) Hotels should have professional hotel security staff who should take regular rounds.

(v) All the entrances, staircases, corridors should be well lit.

(vi) Any suspicious character should be reported immediately.

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

Ans: The front office department is the most important department of any hotel. The reception counter is also known as the front office. Its main function is to sell the rooms which contribute the maximum profit to the hotel.

The front office performs various functions like reservation, registration, check-in, and check-out. The front office takes care of all the needs of the guests during their stay.

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

Ans: The different sections of the front office have their specialized jobs:

(i) Reservation: This section handles the pre-registration of a guest. They reserve the room for individual guests or by agents on request and maintain a proper record.

(ii) Reception: This section receives the guest and registers the important information and allocates the rooms to the guest. The receptionist manages the room keys and helps the guest.

(iii) Registration: The work of this section is to record all the necessary information of the guests. The maintenance of guest records in the hotel helps the government to keep an eye on the movement of the people in the country.

(iv) Information: Huge hotels keep a separate department to handle the information. It maintains proper security of room keys.

(v) Telephone/Operator/Exchange: In this section, maintenance of all the incoming calls and the international calls is done for billing purposes.

(vi) Lobby: In big hotels, the lobby manager manages the hotel lobby. The Bell Captain assists the lobby manager. He manages the guest relations and travel desks.