Seat No.: Enrolment
GUJARAT TECHNOLOGICAL UNIVERSITY
BH- SEMESTER- V EXAMINATION WINTER 2018
Subject Code: 153303 Date:22/11/2018
Subject Name: Front Office Administration Management
Time: 10:30 AM TO 01:00 PM Total Marks: 70
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
4.
Q.1

How would you develop a service strategy statement? Why is this an important
first step in the managing hospitality planning process?
07

What are "moments of truth" in a service delivery occasion? How can a front
office manager identify them?
07
Q.2

What is Night Audit? Explain the Night audit process and its importance in Front office.
07

Explain Hubbart formula for determining room rent and average daily rate with example?
07
OR

A night auditor protects the financial interest of the hotel. Discuss.
07
Q.3

Explain in detail how will you deal with terrorist activity or bomb threat as a front desk employee?
07

What are the advantages of reporting accident? Describe the accident report form with the format of the same.
07
OR
Q.3

Narrate the pricing of Room Rate on basis of room type.
07

Essay the benefits of TQM application in hotels.
07
Q.4

What is a Guest complaint? Elucidate its value addition in hotel?
07

Explain the process of fixing room rates.
07
OR
Q.4

Write a Detail note
a. Property Management System
b. PMS applications in front Office
07

Selecting a property management system requires skill and experience. Comment.
07
Q.5

Explain in Detail the following modules of PMS:
a. Night Audit Module
b. Reporting Module
07

Explain the role of front office in a hotel marketing programme.
07
OR
Q.5

Explain general principal of solving guest problems.
07

Define Marketing. Explain the basic concept of in-house marketing.
07