GLOBAL GROUP OF INSTITUTES AMRITSARMODEL TEST PAPER SOLUTION-3

CLASS: BHMCT 4 SEMERSTERSUBJECT: - FRONT OFFICE (405-18)

Section A

1. Write short notes on :-a) What is Guest History?

Ans :Guest history plays a vital role in guest hotel interactions.it provides quick information on the previous visit of guests.so at the time of guest next time check-in ,guest do not need to spend a long time at the front desk for check-in formalities This Consist of record of each guest who has stayed earlier along with separate entry for each guest visit.

b) Amadeus found in …….city.France, Nigeria, Lufthansa

c) What is Turn-Away?When Walk-in guest comes to the hotel, who have not any kind of reservation with the hotel, and directly come to hotel for room booking on same day & refuse the accommodation if room is not vacant is treated as turn away guest.

d) Define Amadeus Leisure.U.K, U.S.A & other foreign countries travel agents are provide video links to the customers so they can see the details about location, & destination.

e) What is Balance Sheet?Ans: It is a very important part for any kind of company/hotel to find out the financial conditions of the company. It helps companies to find out the exact value of assets & liabilities for the current financial years of the company.

f) Define general ledger.A general ledger represents the record for a company financial data with debit and credit account record. The general ledger provides a record of each financial transaction which happens during operation time.

g) Define OOO.Out of Order Basically, the steps for setting a room Out of Order and Out of Service are the same, but the reasons are quite different: Out of Order (OOO) is typically used when a room is being renovated, undergoing repairs, or cannot be used.

h) What is credit?The front office accounting system must monitor guest and non-guest accounts to ensure that they remain within acceptable credit limits. Guests who present an acceptable credit card at registration may be extended credit facility equal to the floor limit authorized by the issuing credit card company.

i) Define cashiers?The Cashier is the nerve centre for all guest billing. It is the centralized point where individual guest expenditures are accounted for and realized at the time of guest check-out. It is a very critically responsible role and the cashier has to be vigilant at all times.

j) What is Company Account Payment?When a corporate or any official Stay in hotel and he check out from the hotel . And his payment made by BTC or from company account after his check out is known as company account payment.

SECTION – B

3. Explain emergency situation in hotel Death & Fire.

CAUSES OF FIRE AND PREVENTION:Most fires start because of carelessness of staff and guests. Newspapers,

periodicals or clothes left lying too close to a fireplace, misuse of electricity by overloading, using faulty equipment, covering of lamps and heaters with damp clothes, etc. could be some common causes of a fire in the hotel.

Cleanliness is fire’s natural enemy and good housekeeping practices should be followed throughout the establishment. Here the housekeeping plays an important role in preventing fire by providing adequate and proper ashtrays, dustbins, fireproof furnishings, and proper collection and disposal of rags and rubbish. Combustible material must be stored properly as also all chemicals used. Proper equipment and periodical maintenance of these is very important to prevent dangerous failure or short circuits.

In guestrooms, maids should be instructed to keep a lookout for hazardous material left by the guest- a travel iron left on, covering of lamp shades with damp clothes left to dry, etc.

In kitchens the exhaust hoods should be cleaned regularly. In public areas, enough sand ashtrays should be located at strategic points. Fire alarms and exit signs should be connected to an emergency electrical supply

Death of guest:

In case of death of a person on the premises, the lobby manager and security should immediately be informed, usually by the housekeeping.

The FOM or Resident Manager and the GM must be informed. The hotel doctor would be required to confirm the death.

The room’s air conditioning or central heating would be switched off and the room sealed to prevent entry of unauthorized personnel.

The hotel will locate the residential address of the guest and inform his relatives, etc. a death certificate should be taken from the doctor.

In all circumstances, especially doubtful circumstances, the police will need to be called for further investigations.

When allowed by the doctor or police, the body will be removed.

To avoid needless unpleasantness from spreading amongst the guests the body is removed through the service elevator and back-of-the- house.

Staff should be instructed not to gossip needlessly with other employees or guests.

An incident report should be prepared covering the details of the occurrence of death- time, room number, steps taken, etc.

In case there is luggage and other belongings of the guest, these should be collected, a list prepared and the items placed in the luggage room with a note and the signature of the person performing this activity must be recorded as well. The incident report should be submitted to the management.

4. Explain guest accounting.

2.Define Cash paid out & paid out to Check-outs.

CASH PAID OUT VOUCHER.

5.What are Fidelio & its advantages & dis-advantages?

Ans : Fidelio is compelety integrated system package which was designed to maximize efficiency of hotel staff. It is highly flexible system.It is very easy to operate the hotel staff/employee learn this software very easy or quickly. It was very usefull to manage hotel operation Fidelio was highly user friendly software which help an assist to hotel employee at every step and only short time training is required. Fidelio software was one of the most advanced Hotel Management Software. It was based from “MUNICH GERMANY”to save Fidelio from any kind of virus.It has inbuilt antivirus. In case of virus found in it them the antivirus of Fidelio remove it Automatically.

ADVANTAGES OF FIDELIO:-

.Fidelio is an eco-friendly software which can reduce the paperwork and storage cost.

.Fidelio has an integrated system that can use the minimum time of training.

.The employee/user has to learn shortcut keys to use Fidelio with ease of access.

.The colour coding is also have to employee/staff to do work easily.

.It is a highly flexible programme and has facilities like screen painter, Report generator,User-definable report menus and night audit.

DISADVANTAGES OF FEDILIO:-

.It is very expensive. .Its maintenance is also expensive.

.If proper locking is not done any body can access various files and can be changed or delete

.During night audit ,for 2 hours the terminals are shut down , thus many operations during this period can not be done through computer. .The colour coding in floor plan is not prominent enough.

SECTION-C

9. Draw the format of “C” form & explain its importance & why it’s made in triplicate?

7.Define IDS, Shawman & Opera.

This software was established in the year 1987 with itsheadquarters in Bangalore, with operations running inalmost 18 countries across the world.It offers software solution for the need of hospitality industrythrough a range of fortune products.it is one of the top five CRS vendors in the world.It has concurrent alliance with IBM and Microsoft that operatein India with local support infrastructure in all its major

markets such as India, Egypt and Singapore.

FORTUNE E-CRESCENTThis system facilitates online booking andmost importantly allowing last room salesmade available via the internet eitherdirectly to a corporate client or a travelagent or a regional sales office.It is based on the application of serviceprovider model that maintains all datain central location.FORTUNE F&BThis system is used for F&B andmaterial management.It is Microsoft window NT based graphicallyassisted interface GUI.This allows for basic issue based costing aswell as recipe based costing.SHAWMAN

It has several modules with POS, MS and MMS earning anIndustry wide acceptance with national and internationalhospitality organization.It was founded by the Indian hotels and restaurant chains ( TajGroup of hotels, TGIF, Pizza delight, Radisson hotels, KEMPENSKI,Accor chain of business hotels and Regent hotel chain.the POS is a touch screen which allows the user to selectfrom simultaneous key based operations.In a way the taj group is standardized on the combination of Fidelio(Front office and telephone interface), SHAWMAN (POS, MMS and alsointerfaces with other international brands such asMICROS.The Taj group recently has reached an understanding withSHAWMAN POS, HRIS across the various parts of hotel chains andgroups in india using a system interface.SHAWMAN FUNCTIONS

MANAGEMENT (sales and catering module)Smart debit systempool and billiardsCustomer loyalty programmeClub style sheet

8. Define Amadeus & its types?

As a part of GDS, AMADEUS is generally used by travel agents for groupreservations. Founded in the year 1987 jointly by Air France, Lufthansa andScandinavian air service (SAS) but began its operations 1992.It is one of the four major major IDS’s used in the industry (SABRE(airlines) GALILEO (travel agents) WORLDSPAN). It extended itsoperations in India early 1990.Main objectives of AMADEUS are as followsimprove the efficiency of airline booking.To replace the existing reservation system and provide an efficientdistribution system with leading edge technology.To give access to car rental services, hotel service by catering to a globaldistribution system.The product of AMADEUS progressive corporation, the AMADEUS central system,is located in Madrid Spain(AMADEUS headquarters are in Munich Germany)The system is connected to the world via its own high speed

communication network (AMANAT) operating 24 hours throughout a year.It provides immediate guarantee and confirmation for carrental s ervices, hotel reservations and air line bookings.it has an integrated and intelligent system to track PNR(passenger name record) which stores all consumer details,their travel details and integrates the same with thecustomers profile.This also provides online information and destinationsand their attractions.Over 64000 travel agents registered and more than 16000airlines sales offices use AMADEUS systems to run theirbusiness.Through this GDS system, travel agencies and airline officescan make bookings for up to 95% of the world’s scheduled

airline seats.THE COMMON SERVICES OFFEREDBY AMADEUS ARE AS FOLLOWSAMADEUS HOTELSAMADEUS AIRAMADEUS CARSAMADEUS SERVICES