Grade 12 Hotel Management – NEB Exam Preparation

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Grade 12 Hotel Management – NEB Exam Preparation Guide

Front Office & Housekeeping – Long & Short Questions with Answers (New Set)

Front Office Department

1. What is the significance of the reservation system in a hotel?
Answer:
The reservation system is the backbone of hotel room sales. It enables the hotel to manage room inventory, forecast occupancy, and maximize revenue. A well-maintained system ensures accurate booking information, reduces overbooking risks, and improves guest satisfaction through seamless check-ins.

2. Describe the walk-in guest handling process.
Answer:
When a guest arrives without a reservation:

  1. Greet warmly.

  2. Check room availability.

  3. Present room options and rates.

  4. Complete the registration process.

  5. Secure payment or deposit.

  6. Issue the key and explain facilities.
    This quick yet polite process can convert unexpected visitors into loyal customers.

3. Explain the purpose of the bell desk.
Answer:
The bell desk assists guests with luggage handling, message delivery, airport transfers, and local guidance. They also store luggage for guests before check-in or after check-out. Their service adds to the hotel's personalized hospitality.

4. What is a “no-show” and how is it handled?
Answer:
A no-show occurs when a guest with a confirmed booking fails to arrive. Hotels often charge a no-show fee to recover lost revenue. Rooms are either released for walk-ins or retained depending on hotel policy.

5. How does upselling work in the Front Office?
Answer:
Upselling is offering a higher room category or additional services to guests during booking or check-in. It increases revenue while providing guests with better amenities and comfort.

Housekeeping Department

6. Describe the daily cleaning schedule in a hotel.
Answer:
Daily cleaning includes:

  • Morning service: Cleaning occupied rooms while guests are out.

  • Afternoon service: Refreshing rooms for late arrivals.

  • Evening service: Providing turn-down service.
    Public areas are cleaned multiple times a day to maintain high standards.

7. What are the different types of cleaning in housekeeping?
Answer:

  • Daily Cleaning – Routine maintenance.

  • Deep Cleaning – Intensive cleaning of carpets, curtains, and furniture.

  • Spring Cleaning – Seasonal thorough cleaning.

  • Special Cleaning – For events or special requirements.

8. Explain the process of lost and found in housekeeping.
Answer:

  1. Found item is reported to the supervisor.

  2. Logged in the Lost & Found register.

  3. Stored in the designated cabinet.

  4. Returned to the rightful owner after proper verification.

  5. Unclaimed items are handled as per hotel policy.

9. Why is linen management important?
Answer:
Proper linen management ensures cleanliness, controls costs, and prolongs the life of hotel textiles. It involves tracking usage, preventing theft, and maintaining adequate inventory.

10. Discuss the coordination between housekeeping and the food & beverage department.
Answer:
Housekeeping provides F&B with clean linens, tablecloths, and napkins, and also cleans banquet halls after events. F&B informs housekeeping about event schedules for timely cleaning.


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