(a) (b) (c) (d) (e) Q.

Walk-in guest Tipsy guest Scanty Baggage guest Single lady guest Guest on a wheel chair (3+3+3+3+3)

No. of Printed Pages : 2 Roll No. .................. 2nd Year / Hotel Mgt.

1233-N

Subject : Front Office Operation-II Time : 3 Hrs. Note: Attempt any five questions. Q.1 M.M. : 75 15x5=75

Explain the Luggage handling procedure at the time of check-in and check-out. 'Cooperation with other departments is necessary for guest satisfaction. Justify. What are the documents required for checking-in a foreigner in the hotel? Describe 'Complaint handling' procedure. Explain the following terms: (a) Rev PAR (b) Occupancy % (c) A.R.R. (5+5+5)

Q.6

Explain the step-wise procedure of registration & room assignment of a guest with guaranteed reservation. Draw neat formats of: (a) Registration Card (b) Amenities voucher (c) Guest folio 5+5+5

Q.7

Q.2

Q.8 Q.9

Q.3

Q.10 What are the reports prepared at reception at the end of the day. Describe. (160) (2) 1233-N

Computerized Rooms Management Systems have become necessary for any large hotel. Why? Describe the features of any popular RMS such as 'Opera' or 'Fidelio'. What factors will you consider before checking-in the following types of guests(1) 1233-N

Q.4