Hotel Reception N6 — Document
June 2019 — N6 — Hotel Reception
N6
2019
Nated Hospitality
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Q1— Section header —
1.1Give ONE word or term for each of the following descriptions Write only the word/ term next to the question number (1.1.1
1.1.10\ in the ANSWER BOOK.
1.1.1A reservation for a group of people travelling together on a tour or company function
1.1.2Room only
1.1.3guest who extends his stay beyond the original departure date
1.1.4A mid price period between high and low season
1.1.5Commercially important person
1.1.6A discounted rate only available to tour operators
1.1.7A person who provides extra services to the hotel guest
1.1.8One group arrives as another group departs
1.1.9Regular customers are offered a booking at short notice
1.1.10
1.2Identify the department of the rooms division of a large hotel that is responsible for the following duties:
1.2.1A booking for a family of four
1.2.2Dealing with guests luggage
1.2.3The guest requests to chance a room
1.2.4The guest wants to buy a toothbrush in the hotel
1.2.5Handling the safe deposit boxes for guests valuables
1.2.6Extracting summaries of sales figures for management
1.2.7The guest requests clean linen
1.2.8The department receiving the floats form other departments
1.2.9A guest wants information on nearby attractions
1.2.10
1.3With the aid of a diagram, illustrate the simple layout of the reception area of a large hotel. (10\
1.4Indicate whether the following statements are TRUE or FALSE. Cho ose the answer and write only True or alse next to the question number (1.4.1
1.4.10\ in the ANSWER BOOK.
1.4.1consumption licenses include wine tasting establishments.
1.4.2The Modified American Plan describes accommodation only.
1.4.3The cashier deals with currency exchange in a large hotel.
1.4.4An innkeeper may sell the possessions of a guest who did not pay, within a week after the guest left.
1.4.5The housekeeper s report is prepared twice daily showing the occupation of each room.
1.4.6The typing and duplicating of menus by the receptionist is considered a night duty.
1.4.7The rate for tours on which there is no commission quoted by hotels is called a net rate
1.4.8A workman is entitled to the benefits of the Workmen Compensation Act if he/she sustains an injury as the result of an accident arising out of his/her employment.
1.4.9Places with on consumption licenses may sell liquor on any day between 10:00 and 01:00
1.4.1040
Q2— Section header —
2.1Explain how a hotel can limit its liability for the loss of a guest s property by referring to indemnities. (10\
2.2Compile a list of the main attributes and desirable qualities of a good hotel receptionist. (10\
2.3State the factors that will affect the price quoted for a tour. (7\
2.4Describe the use and purpose of the following lists that are prepared and kept by reception to ensure that the needs of the guests and management are satisfied:
2.4.1Call/Papers/ EMT (4\
2.4.2Function/Tour list/ Ten day forecast (4\
2.4.3Guest history cards (5\ [40]40
Q3— Section header —
3.1State the purpose and use of the following charts:
3.1.1Density chart (6 (12\
3.1.2Advance reservation chart (6 (12\
3.2Describe how the hotel industry is organised in general by differentiating between the different categories of hotels. (16\ [40]40
Q4— Section header —
4.1Write down a list of simple rules which will help the receptionist develop a good telephone manner and technique. (10\
4.2State when service can be refused to a guest and explain briefly ejecting a guest (8\
4.3Describe briefly the following methods used to confirm reservations:
4.3.1Telex / Faxes (2\
4.3.2Deposits (5\
4.3.3Reply postcards (4\
4.3.4Letters (3\
Q5— Section header —
5.1Explain access to premises with regard to liquor laws and regulations in South Africa. (6\
5.2Describe in detail the operation of the following room status systems:
5.2.1Bedroom book (8 (16\
5.2.2Electronic room status (9 (18\ [40]40
4.4Outline the procedure the hotel needs to follow for the safekeeping of guest valuables in an envelope. (8\ [40]40
Q6— Section header —
6.1Use the following information to complete the Conventional Chart on ADDENDUM A (attached\ Mr and Mrs S Roos will be staying for three nights. They arrive on 4 May and requested a double room with a bathroom.
Q6— Section header —
6.3Study the information provided below and complete the Stop Go Chart on ADDENDUM C (attached\ All singles, twins and double roo ms are booked for the weekend 7 May. A conference is booked for 11 13 May.
6.4Mr and Mrs Bouwer have written a letter requesting accommodation. Use the information provided in the letter to finish the partially completed Room Reservation Chart on ADDENDUM D (attached\. 27 College Avenue
6.1Conventional Reservation Chart Ocean Breeze Hotel Month__________________ 20___ DATE 201TB 203 DB 204 SB 205 STE 206 TS
6.2DENSITY CHART Ocean Breeze Hotel MAY Room 3/5 4/5 5/5 6/5 7/5
6.3STOP GO CHART Ocean Breeze Hotel DATE Month APRIL MAY JUNE (10\
6.4RESERVATION FORM Ocean Breeze Hotel Name: Arrival: Name: Departure: Name: Room type Single
Topics Identified
3
Forms of OwnershipLeadershipBusiness Plan
Mark Allocation
Sections40 + 40 + 40 + 40 + 40 + 40 = 240 marks
Key Information
Contact Number001
645 5454
Paper information
TitleDocument
SubjectHotel Reception
LevelN6
Document typeQuestion paper
Year2019
MonthJune
Pages12
Downloads5
Examination context
Decade2010s
Years ago7y
SeasonWinter (SH)
Start daySaturday
Exam periodJune 2019
Days since exam2,689
About Hotel Reception examination preparation
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How to use this resource for revision
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For stronger examination practice, complete the paper without unnecessary interruptions and keep track of the questions that take the most time. Afterwards, review the memorandum and separate knowledge gaps from mistakes caused by interpretation, calculation, structure, or examination technique.
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A practical revision approach
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