NO. KOD/CODE NUM.

HT-110-3:2011-C01/T(1/9)

Muka / Page : 2
Drpd/of : 5

PUSAT LATIHAN PENGAJAR DAN KEMAHIRAN

LANJUTAN ( CIAST )
PETI SURAT 7012 JALAN PETANI 19 / 1, SEKSYEN 19,
40900 SHAH ALAM,
SELANGOR DARUL EHSAN

KERTAS TUGASAN
( ASSIGNMENT SHEET )
KOD DAN NAMA
PROGRAM /
PROGRAMS CODE &
NAME

HT-110-3:2011 GUEST SERVICES OPERATION

TAHAP / LEVEL

L3

NO. DAN TAJUK UNIT

KOMPETENSI /
COMPETENCY UNIT NO.
AND TITLE

NO. DAN PENYATAAN

AKTIVITI KERJA / WORK
ACTIVITIES NO. AND
STATEMENT

NO. KOD/CODE NUM.

C01 RECEPTION ACTIVITIES HANDLING

1. IDENTIFY RECEPTION ACTIVITIES HANDLING

REQUIREMENT
2. PREPARE ARRIVAL ACTIVITIES
3. CARRY OUT GUEST ARRIVAL ACTIVITIES
4. ATTEND GUEST ENQUIRIES AND NEEDS
5. CARRY OUT BILL SETTLEMENT ACTIVITIES
6. CARRY OUT PRODUCT SALES ACTIVITIES
7. ATTEND RESERVATION NEEDS
8. CARRY OUT FILING ARRANGEMENT
9. PERFORM TELEPHONIST FUNCTION
10. EVALUATE RECEPTION ACTIVITIES HANDLING
EFFECTIVENESS
11. PRODUCE RECEPTION ACTIVITIES REPORT
HT-110-3:2011-C01/T(1/9)

TAJUK/TITLE : INTRODUCTION TO FRONT OFFICE

25

Muka / Page : 1
Drpd/of : 5

NO. KOD/CODE NUM.

HT-110-3:2011-C01/T(1/9)

Muka / Page : 2
Drpd/of : 5

TUJUAN/PURPOSE :
This Assignment Sheet is intended to evaluate the knowledge of hospitability to front
desk personnel, to ensure their knowledge on grooming, body language, voice
intonation, communication skill, safety and service manual.

ARAHAN/INSTRUCTION : Answer all questions below.

SOALAN/QUESTION :
SECTION A : OBJECTIVE QUESTION
Arahan/Direction : Circle The Correct Answer
1. What is the most important functions of a front desk operation ?
A.
B.
C.
D.

More to monitor scheduled staff affair

Have to clean all the guest room and public area
Have to briefing the guest about the policy of hotel
More to reservation, registration, guest services and cashiering

( 1 mark )
2. What is the name of the place provided to the guest especially with secretarial
services, local and international courier services, photocopying, printing,
facsimile, email and free internet access ?
A.
B.
C.
D.

Caf
Business Centre
Entertainment outlets
Health & Wellness Club
( 1 mark )

3. What is the job description for telephonist in front office counter ?

A.
B.
C.
D.

Give morning wake-up call

Taking messages from guest phone call
Processing all incoming and outgoing calls
Transfer the call to the Manager Office everyday
( 1 mark )

4. Front office is in relation to other department.

26

NO. KOD/CODE NUM.

HT-110-3:2011-C01/T(1/9)

Muka / Page : 2
Drpd/of : 5

What is the most liaison department to front office department ?

A.
B.
C.
D.

Kitchen Department
Maintenance Department
Housekeeping Department
Food & Beverage Department
( 1 mark )

5. What is the types of fire extinguisher that we need when a fire causes by
electrical ?
i. Dry Powder
ii. Water
iii. Clean Agent
iv. Carbon Dioxide
A.
B.
C.
D.

i and ii
i and iii
ii and iii
i and iv
( 1 mark )
SECTION B : FILL IN THE BLANKS

1.

The first thing that receptionist have to do when meet the guest is to
......................................
( 2 mark )

2.

Other facilities that provided from the hotel is ..............................................

and ............................................
( 2 mark )

3.

.. is the contains a set of computer

software packages that supports a variety of front and back of the house
activities.
( 2 mark )

27

NO. KOD/CODE NUM.

HT-110-3:2011-C01/T(1/9)

Muka / Page : 2
Drpd/of : 5

4.

. who is the person run errands and take messages for

both the hotel staff and the guests, carry bags to and from rooms, generally
keep the lobby are clean, neat and tidy.
( 2 mark )

5.

Hair that hangs down onto the face is considered long is the guideline
personal hygiene and sanitation for .. guest services staff.
( 2 mark )

SECTION C : SHORT ESSAY QUESTION

1. Distinguish between the duties of a reservations clerk and a receptionist.
( 10 mark )

28

NO. KOD/CODE NUM.

HT-110-3:2011-C01/T(1/9)

Muka / Page : 2
Drpd/of : 5

JAWAPAN/ANSWER (di simpan oleh pengajar)

SECTION A :
1.
2.
3.
4.
5.

A
A
A
A
D

SECTION B :
1.
2.
3.
4.
5.

Greet the guest.

health centre with sauna and Entertainment Outlets
Property Management System (PMS)
Concierge
Male

SECTION C :
The reservations clerks duties is to take the bookings, which may be made by
telephone, fax, mail or e-mail. They keep records of the number of bookings
taken for each night, and record all the relevant details of each booking. They

29

NO. KOD/CODE NUM.

HT-110-3:2011-C01/T(1/9)

Muka / Page : 2
Drpd/of : 5

also try to sel-up accommodation and ask guests to cornfirm or guarantee their
booking with follow up.
Different with receptionist duties is to prepare for the guest arrival, greet the
guest when they arrival, check the guest into the hotel, assign suitable rooms
and check the guest method of payment. They also keep a record of the update
status of the each room in the hotel.

30