Grade 12 Hotel Management (HM) – NEB Exam Preparation Front Office & Housekeeping Department

 

Front Office Department – Questions & Answers

Short Questions (1–2 marks)

1. Define "Tariff."
   Answer: The tariff is the price charged for services (e.g., room rent) offered by a hotel studynotesnepal.com.

2. What is the Front Office?
   Answer: It’s the department handling reservations, check-in, guest services, billing, and acting as the hotel’s “nerve center” and first impression point studynotesnepal.com.

3. Who is a "Skipper"?
   Answer: A guest who leaves without paying their bill; the front office avoids this via advance payments, card imprints, and ID checks studynotesnepal.com.

4. List types of room rate bases.
   Answer: 12-noon basis, 24-hour basis, night basis, hourly basis studynotesnepal.com.

5. Define "Published Rate."
   Answer: It’s the openly advertised rate (rack rate) with no special conditions studynotesnepal.com.

6. What is a "Special Rate"?
   Answer: A confidential rate agreed with travel agents; varies by name and conditions studynotesnepal.com.

7. Name types of hotel rooms.
   Answer: Single, double, twin, triple, dormitory, studio studynotesnepal.com.

8. What are "Guest Accounts"?
   Answer: Records of financial transactions between a guest and the hotel Studocu.

9. Define “Non-Guest Accounts.”
   Answer: Accounts for businesses, agencies, groups, or past guests with outstanding balances Studocu.

10. State the front office accounting formula.
    Answer: Previous Balance + Debits – Credits = Net Outstanding Balance Studocu.

11. What is a "Cash Bank"?
    Answer: The cash amount assigned to a cashier for change, payouts, and transactions during their shift Studocu.

12. Explain "Overages" and "Shortages."
    Answer: Overages: cash exceeds expected balance; Shortages: cash is less than expected Studocu.

Long Questions (5–6 marks)

13. Explain the base systems for charging room rates.
    Answer: Discuss 12-noon, 24-hour, night, and hourly systems, outlining their calculation basis and typical hotel usage studynotesnepal.com.

14. Describe front office functions.
    Answer: Covers reservations, registration, guest services, room assignment, billing, and acting as the communication hub.

15. How to prevent skippers?
    Answer: Use advance payments, credit card imprints, ID checks, safe deposit recommendations studynotesnepal.com.

16. Differentiate room types.
    Answer: Single (one bed), double (one double bed), twin (two single beds), triple (three single beds), dormitory (many beds), studio (sofa-cum-bed) studynotesnepal.com.

17. Outline front office accounting stages in the guest cycle.
    Answer: Pre-arrival: capture reservation, deposits; Occupancy: track charges; Checkout: post billing and settle dues Studocu.

18. Explain cash bank controls.
    Answer: Use fixed cash bank, tally daily openings/closings, monitor overages/shortages, report issues Studocu.

19. Compare guest vs. non-guest accounts.
    Answer: Guest accounts relate to current guests, non-guest accounts to outside entities; tracked separately Studocu.

20. Purpose of front office department.
    Answer: Manages guest contact, reservations, billing, information services—acts as image builder and operational hub studynotesnepal.com.

21. Role within hotel’s organisational structure.
    Answer: Coordinates with GM, FOM, housekeeping, sales; provides data for forecasting and marketing Studocu.

22. Describe FO manager resources.
    Answer: Employees, equipment, inventory (rooms), budget, sales opportunities—prioritized by performance needs Studocu.

23. Front Office’s internal communication.
    Answer: Coordinates with marketing, housekeeping, maintenance, HR, banquet for guest flow, service, staffing Studocu.

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Housekeeping Department – Questions & Answers

Short Questions (1–2 marks)

24. Who is the head of housekeeping?
    Answer: The Executive Housekeeper (EHK) Hamro Library.

25. What is a "Chamber Maid"?
    Answer: Also called a room maid, responsible for cleaning guest rooms Hamro Library.

26. Where is the front desk located?
    Answer: Within the hotel lobby premises Hamro Library.

27. Define "Scanty Baggage."
    Answer: Light or fake luggage used by potential skippers Hamro Library.

28. What is "City Ledger"?
    Answer: It records credit transactions of guests or accounts payable to the hotel Hamro Library.

29. What is a "Room Report"?
    Answer: A housekeeping record detailing room status like occupied, vacant, due out Hamro Library.

30. Curtains considered linen?
    Answer: No; they are not considered linen Hamro Library.

31. Bell desk also handles…?
    Answer: Safe deposit boxes Hamro Library.

32. Role of telephone operator?
    Answer: A part of the housekeeping department (likely a misclassification, but per source) Hamro Library.

Long Questions (5–6 marks)

33. Explain the role of Executive Housekeeper (EHK).
    Answer: Oversees cleanliness standards, linen supplies, coordination with front office for room status, staff scheduling, and training Hamro Library.

34. Describe housekeeping’s coordination with FO.
    Answer: FO provides arrivals/departures data; housekeeping schedules cleaning, maintains availability, updates room status and reports back.

35. Explain the purpose and components of a room report.
    Answer: A daily summary of room occupancy (vacant, occupied, due-in/out, out-of-order); essential for assigning and cleaning rooms Hamro Library.

36. Role of city ledger in finance.
    Answer: Used to manage guest or company credit billing—maintains accounts receivable for charges made during stay or events Hamro Library.

37. Why are curtains not considered linen?
    Answer: Linen typically refers to bedding or table textiles; curtains are decorative and not part of routine linen supplies Hamro Library.

38. Importance of safe deposit service by bell desk.
    Answer: Offers security of guest valuables, enhances trust and guest satisfaction; smooth operations with FO and security departments Hamro Library.

39. Explain "Scanty baggage" and housekeeping’s role.
    Answer: Light or empty baggage left by guests who may flee; housekeeping should alert FO and security when encountering suspicious luggage Hamro Library.

40. Housekeeping and telephone operations.
    Answer: Per the source, telephone operator falls under housekeeping; though unusual, this may reflect integrated communication duties within small properties