1) Why check out process is one of the most important process to be done smoothly and give a good last impressions?? a) Because that is just the way it is,  b) because all the good experience during the guest stayed could be affected and leave a bad impressions c) Because guest should check out without even check to lobby d) Because check out process take long time 2) What is the purpose of supporting bill for guest upon check out process? a) As a back up file just in case the guest needs detail explanation regarding their folio b) As a base to check whether it is posted correctly or not c) It did not means anything, the FB team is just share them to Front Office team d) it is used as filling purposes 3) What should be done if the room payment from travel agent booking is not balance yet upon check out? a) Ask for room payment b) pay by cash or credit card c) City ledger d) Paid by the tour leader 4) Why is it important to avoid late charge? a) Because if the guest is not paying, then the Front Desk Agent is the one who will pay b) Because the item is already set up by Housekeeping team and they need the hotel revenue c) Because the guest already use hotel facilities then the guests had to pay d) Because it is very irritating if the guests whom already leave the hotel getting asked to pay some bill  5) What is the purpose of giving a guest comment card to guest upon check out? a) Because it is the job description of Front Desk Agent b) So the guests do not give their review to online platform for everybody to see c) As a tool to review and improve hotel services and facilities in the future d) For the hotel to know and compile what is the guests has to say about the hotel 6) One of the best source of information to know what time is a group check out is ? a) Housekeeping team b) Group / banquet event order c) Concierge Team d) Sales team 7) What is rooming list role in handling group departure? a) As a source of information of guests room number upon collecting luggages b) As a list of room in order to send the guests luggage to the room c) As a detail information regarding group name, ETA, ETA, group member, room booking and payment confirmation d) As a list for FB team to note down which room is include breakfast and which guests are not include with breakfast 8) In handling group departure, if the room payment is guaranteed by travel agent, what happen to group member personal bill? a) Pay by travel agent b) Pay by tour leader c) Pay by credit card d) Pay personally 9) Give example in anticipating guest needs during check out process ! a) Asking what time are the guests flight is and giving them estimation how long it will take to get to airport b) Asking the guests experience during their stay c) Asking the guest to write down to guests comment about their stay experience so the hotel could improve their services and facilities d) Inform the guests that the bellboy or housekeeping team have to check the room first to ensure there is no guests belonging being forgotten

HFDO 6

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