NEB Grade 12 Hotel Management – Front Office & Housekeeping New 32 Practice Questions with Detailed Answers (Prepared for FocusEdge Tuition – Home & Institutional Classes, Aloknagar, Kathmandu)

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Front Office Department

1. Define the role of the front desk in a hotel.
Answer:
The front desk is the main point of contact between guests and the hotel. It handles reservations, check-ins, check-outs, billing, guest inquiries, and coordinates with other departments to meet guest needs. A professional front desk ensures smooth operations and high guest satisfaction.

2. What is the registration process at check-in?
Answer:

  1. Greet the guest.

  2. Verify booking details.

  3. Ask for ID and payment method.

  4. Fill in the registration card.

  5. Assign a room and issue the key.

  6. Provide information about facilities and services.

3. Explain the term “Room Rack.”
Answer:
A room rack is a display (physical or digital) showing the status of all rooms — occupied, vacant, reserved, under maintenance, etc. It helps the front desk manage room allocation efficiently.

4. What is the significance of guest history records?
Answer:
Guest history records store past stay details, preferences, and feedback. They help in personalizing future stays, building loyalty, and improving marketing strategies.

5. What do you mean by “late check-out” and how is it handled?
Answer:
Late check-out is when a guest stays beyond the standard check-out time. It may be complimentary for VIP guests or charged as per policy. The front desk must inform housekeeping and update the room status accordingly.

6. Explain night auditing.
Answer:
Night auditing is the process of reviewing all financial transactions of the day, balancing accounts, generating reports, and preparing the system for the next day’s operations. It usually happens during the night shift.

7. What is a wake-up call service?
Answer:
A wake-up call is a reminder service where the front desk calls the guest at a pre-arranged time. It is essential for business travelers and guests catching early flights or events.

8. Describe the handling of VIP guests.
Answer:
VIP guests are welcomed with extra attention — express check-in, welcome drinks, complimentary amenities, and priority services. The front desk coordinates with all departments to ensure a memorable stay.

9. What is overbooking and why do hotels do it?
Answer:
Overbooking is accepting more reservations than available rooms, anticipating cancellations and no-shows. While it can maximize revenue, it must be managed carefully to avoid guest dissatisfaction.

10. How does the front office coordinate with maintenance?
Answer:
The front office informs maintenance about room defects or equipment failures. Maintenance updates the front office when repairs are complete so the room can be returned to service.

Housekeeping Department

11. What is the importance of housekeeping in guest satisfaction?
Answer:
Cleanliness is one of the top priorities for guests. Housekeeping ensures rooms and public areas are spotless, well-maintained, and comfortable, directly impacting guest reviews and repeat business.

12. Define “room status report.”
Answer:
A room status report lists each room’s condition — clean, dirty, occupied, vacant, out of order, etc. It is used daily to coordinate between housekeeping and the front desk.

13. What are guest supplies in a hotel room?
Answer:
These are amenities provided for guest use, such as soap, shampoo, towels, stationery, slippers, and tea/coffee kits. They add comfort and convenience during the stay.

14. Explain turn-down service.
Answer:
Turn-down service is an evening room refresh, where the bed is prepared for sleeping, lights adjusted, curtains drawn, and sometimes chocolates or messages are placed for the guest.

15. What is preventive maintenance in housekeeping?
Answer:
Preventive maintenance involves regular checks and servicing of equipment, furniture, and fixtures to avoid breakdowns and extend their lifespan.

16. Describe the cleaning of a checkout room.
Answer:

  1. Open windows for ventilation.

  2. Remove soiled linens and rubbish.

  3. Dust and wipe all surfaces.

  4. Clean bathroom thoroughly.

  5. Replace amenities.

  6. Vacuum the carpet or mop floors.

  7. Make the bed with fresh linens.

17. What is the difference between “deep cleaning” and “spring cleaning”?
Answer:
Deep cleaning is an intensive cleaning of rooms or areas, often on rotation. Spring cleaning is a seasonal, thorough cleaning of the entire property, including seldom-used spaces.

18. Explain the role of the linen room.
Answer:
The linen room stores all clean and soiled linen. It ensures proper stock levels, records linen movement, and maintains quality through proper washing and storage.

19. What are cleaning agents?
Answer:
Cleaning agents are substances used to remove dirt, stains, and germs. Examples include detergents, disinfectants, abrasives, and solvents.

20. Why is pest control important in hotels?
Answer:
Pest control prevents infestations that can harm health, damage property, and ruin the hotel’s reputation. It is part of regular housekeeping schedules.

Mixed (Front Office + Housekeeping)

21. How do front office and housekeeping communicate about room readiness?
Answer:
Housekeeping updates the front office when rooms are cleaned and ready. The front office informs housekeeping of guest arrivals, departures, and early check-ins.

22. What is the importance of guest feedback for both departments?
Answer:
Feedback helps identify strengths and areas for improvement, guiding staff training and service enhancements.

23. Explain the procedure for handling guest complaints about cleanliness.
Answer:

  1. Listen attentively and apologize.

  2. Inform housekeeping immediately.

  3. Offer to clean or change the room.

  4. Follow up to ensure guest satisfaction.

24. What is the role of uniforms in housekeeping and front office?
Answer:
Uniforms present a professional image, promote hygiene, and make staff easily identifiable.

25. Describe the importance of teamwork in hotel operations.
Answer:
Both departments must work in harmony with others like F&B and maintenance. Teamwork ensures smooth guest service and quick problem resolution.

26. How is guest luggage handled during early check-in?
Answer:
If the room is not ready, the bell desk stores luggage securely until the guest checks in.

27. What are “green practices” in housekeeping?
Answer:
Eco-friendly practices such as using biodegradable cleaners, recycling, and encouraging towel reuse to conserve water and reduce waste.

28. Why is record keeping important in hotel management?
Answer:
Accurate records help in billing, tracking services, preventing disputes, and ensuring accountability.

29. What is express check-out?
Answer:
A service where guests settle bills in advance and drop room keys in a box, avoiding the formal check-out process for speed and convenience.

30. How do hotels handle overstay guests?
Answer:
The front desk checks availability, updates billing, and informs housekeeping to delay cleaning until the guest departs.

31. Explain the term “occupancy rate.”
Answer:
It is the percentage of available rooms that are occupied during a given period, used to measure hotel performance.

32. What is the importance of cross-training between front office and housekeeping staff?
Answer:
Cross-training improves flexibility, allowing staff to assist other departments during peak times, improving efficiency and guest service.

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