1) What is the main purpose of pre-arrival cycle? a) To ensure everything that the guests requested is available upon arrival and proceed to registration b) To record every transaction made in the hotel during the guests stay c) To achieve deal between reservation and guests before arriving at the hotel d) To Help the guests with their transportation services 2) What is the most important point of arrival guest cycle? a) To Help the guests with their transportation services b) To ensure everything that the guests requested is available upon arrival and proceed to registration c) To record every transaction made in the hotel during the guests stay d) To achieve deal between reservation and guests before arriving at the hotel 3) How to make sure the departure guest cycle run smoothly? a) Make sure all the guest folio is recorded correctly and settled before guest leaving the hotel b) Help the guests with their transportation services c) Ensure the registration details to be completed by guests d) Achieve deal between reservation and guests before arriving at the hotel 4) What is the usefulness of guests history record? a) To be used as historical records b) As a proof that hotel had a lot of guest stayed previously c) As a list to be informed to the police station d) To be used as promotion and keep relationship with the guests 5) What is the first step in the registration process for a hotel guest? a) Collecting guest data b) Providing room keys c) Accepting payment d) Giving a tour of the hotel 6) Why is grooming important for Front Office staff? a) It helps them stand out from other employees b) It ensures they are following company policies c) It makes them more approachable to guests d) It increases their chances of getting a promotion 7) What is the main responsibility of a Reservation Agent? a) Handling guest complaints b) Managing room service orders c) Making hotel reservations d) Cleaning hotel rooms 8) How does a Front Desk Agent contribute to a positive arrival experience for guests? a) By providing personalized guest service and preparing guest folios. b) By assisting with luggage and showing guests to their rooms. c) By answering phone calls and making reservations. d) By handling guest complaints and resolving issues. 9) Why is accuracy important in processing guest folio for a hotel guest? a) It ensures that guests are charged correctly for their stay. b) It allows staff to provide personalized service to each guest. c) It helps maintain an organized system for managing reservations. d) It prevents delays and confusion during check-in. 10) What is the purpose of grooming standards in the hospitality industry? a) To ensure employees look professional and presentable. b) To promote creativity and self-expression among staff members. c) To create a uniform appearance among all employees. d) To establish guidelines for personal hygiene and cleanliness. 11) Which position in a hotel is responsible for assisting guests with information about local attractions and arranging transportation? a) Housekeeping b) Food and Beverage c) Uniformed service d) Accounting 12) Bertugas sebagai Customer Service Agent, selama tamu menginap di hotel, melakukan courtesy call, menyampaikan undangan, membuat welcome card, birthday card dan menanyakan keadaan tamu adalah jobdesc untuk? a) FDA b) GSA c) GRO d) Receptionist 13) Staf Front Office yang bekerja di malam hari yang bertugas merangkum semua income hotel secara menyeluruh pada semua departemen dalam satu hari adalah? a) Telephone Operator b) Duty Manager c) Night Auditor d) Chief Concierge 14) Staf yang bertugas untuk memberikan layanan memarkirkan mobil tamu, dengan cara stand by di depan hotel adalah: a) Bellboy b) Page Boy c) Security d) Vallet 15) Tahapan terakhir Guest Cycle di dalam experience tamu selama menginap adalah a) Check in b) Registration c) Check out d) Settle Bill 16) Proses awal dan wajib dilakukan oleh tamu ketika baru tiba dan akan menginap di hotel adalah? a) Deposit Payment b) Other Deposit c) Registration d) Rooming Process 17) Pada fase departure, Property Management System secara otomatis akan menciptakan catatan Riwayat tamu yang disebut dengan? a) Guest Bill b) Customer Relationship Management c) Guest History File d) Guest Folio 18) Sifat ramah dan sikap yang ceria, yang ditandai dengan senyum yang tulus, yang harus dimiliki oleh semua staff dalam berinteraksi dengan tamu disebut dengan? a) Loyalty b) Emphaty c) Pleasentness d) Neatness 19) Hal – hal yang perlu diperhatikan dalam standar grooming, antara lain; a) Rambut, tidak berjambang dan berkumis, parfum, deodorant uniform dan kuku b) Rambut, tidak berkumis dan berjambang, perhiasan dan jam tangan, kuku dan gigi. c) Rambut, tidk berjambang dan berkumis, kuku, gigi, make up, parfum, uniform dan desain pakaian d) Rambut, Perhiasan dan jam tangan, kuku, gigi, make-up, parfum, uniform dan pakaian dalam 20) Memiliki kebijaksanaan dalam memberikan keputusan pada kemampuan sebagai seorang resepsionis disebut dengan? a) Eagerness b) Tactfull c) Responcibility d) Accuracy

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