ID UNIT KOMPETENSI / COMPETENCY UNIT ID / HT-014-2:2011-C01/T(11/11) / Muka / Page : 1 Drpd/of : 4
KOD DAN NAMA PROGRAM /
PROGRAM’S CODE & NAME / HT-110-3:2011 – GUEST SERVICES OPERATION
NO. DAN TAJUK UNIT KOMPETENSI /
COMPETENCY UNIT NO. AND TITLE / C01 : RECEPTION ACTIVITIES HANDLING
NO. DAN PENYATAAN AKTIVITI KERJA / WORK ACTIVITIES NO. AND STATEMENT / 3 (THREE)
OBJEKTIF UNIT KOMPETENSI / COMPETENCY UNIT OBJECTIVE /
  1. IDENTIFY RECEPTION ACTIVITIES HANDLING REQUIREMENT
  2. PREPARE ARRIVAL ACTIVITIES
  3. CARRY OUT GUEST ARRIVAL ACTIVITIES
  4. ATTEND GUEST ENQUIRIES AND NEEDS
  5. CARRY OUT BILL SETTLEMENT ACTIVITIES
  6. CARRY OUT PRODUCT SALES ACTIVITIES
  7. ATTEND RESERVATION NEEDS
  8. CARRY OUT FILING ARRANGEMENT
  9. PERFORM TELEPHONIST FUNCTION
  10. EVALUATE RECEPTION ACTIVITIES HANDLING EFFECTIVENESS
  11. PRODUCE RECEPTION ACTIVITIES REPORT

ID UNIT KOMPETENSI / COMPETENCY UNIT ID / HT-110-3:2011/C01/P(11/11) / Muka / Page : 1 Drpd/of : 4

TOPIC : RECEPTION ACTIVITIES REPORT AND FILING ARRANGEMENT

PURPOSE: THE PURPOSE OF THIS MODULE IS TO GIVE EXPLANATION ABOUT REPORT WRITING SKILLS, PROCEDURES TO WRITE RECEPTION ACTIVITIES REPORT, FORMAT OF REPORTS, PRESENTATIONSKILL, FILING SYSTEM AND FILING INDEX.

INSTRUCTION:THE TRAINEE IS REQUIRED TO ANSWER ALL QUESTIONS WITH REFERENCE TO THE INFORMATION SHEET HT-1103:2011/C01/P( 11/11).

QUESTIONS

SECTION A (Objectives)

  1. What are the details that GSO should NOT fill up in the Registration Form?
  1. Name
  2. Phone number
  3. Address
  4. Mother’s name

(1 Marks)

  1. Which are all these terminologies explain percentage of room occupied that shows the daily revenue for the hotel?
  2. Revenue
  3. Daily
  4. Average room rate
  5. Hotel

(1 Marks)

  1. What are 2 (TWO) types of filing system ?
  1. Manual and online
  2. Email and internet
  3. Fax and telephone
  4. Post and courier(1 Marks)
  1. What would you identify the terms use when all documentsverify folio correctly against guest’s name and room number, check on correct room rate charges and eensure guest’s bills neatly stacked and clip according to date changed are some of the activities of GSO formaintaining guest details?
  1. File
  2. Folio
  3. System
  4. Manual

(1 Mark)

  1. What is the system use in front office such as Fidelio, IFCA, Master Room, Opera and Guest Centrix use by GSO to handling Front Office activities and guest folio?
  1. PSM
  2. PMS
  3. SMP
  4. MPS

(1 Mark)

SECTION B (Structure Questions)

1. List the details information from the guest when fill up Registration Form

a)Guest full name

b)Guest full address

c)Passport /IC Number\

(3 Marks)

2. What are the procedures to write reception activities report and maintain folio for hotel guest?

a)Verify folio correctly against guest’s name and room number.

b)Check on correct room rate charges.

(2 Marks)

3. Every guest service staff should learn how to fill up a report writing skill for their job

daily task such as:

  1. Write clear, action oriented objectives for the inter-office memorandumand report.
  2. Identify essential and desirable content.

(2 Marks)

4. Which department that GSO should compile and distribute the report regarding of

Front Office activities.

a. Housekeeping

b. Maintenance

(2 Marks)

5. Shortly explain what is manual filing?

-Manual filing is a system that all guest folio and any other activities include registration for are compile with complete and the right number index. (1 Marks)

SECTION D (Essay Question)

  1. Briefly explain what the main functions of guest service staff report are.
  1. To have an accurate update record such as sales revenue.
  2. Maintain and accurate current record of all guest transaction.
  3. Provide an effective and efficient internal control by monitoring credit given to guest
  4. Prevent fraud staff practices.
  5. Provide information on departmental revenue.
  6. (10 Marks)