The correct answer is:

✅ D) Opening balance + debit entries – credit entries

Explanation:
The outstanding balance in an account is calculated by:

[
\text{Outstanding Balance} = \text{Opening Balance} + \text{Debits} - \text{Credits}
]

• Debit entries: Charges added to the guest account

• Credit entries: Payments or adjustments made by the guest

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The correct answer is:

✅ D) Visitor's paid out

Explanation:
Visitor’s paid out refers to cash payments made by the hotel on behalf of the guest, such as paying for taxi, postage, or other incidental expenses.

• Commission voucher: Relates to commission earned by the hotel or agent

• Miscellaneous charge voucher: Records miscellaneous charges to guest account

• House limit: The maximum amount of cash the hotel keeps for small payments

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The correct answer is:

✅ A) Voucher

Explanation:
A voucher is a written statement or documentary proof of a financial transaction used in the front office to record payments, receipts, or other monetary activities.

• Ledger: A book or system for recording all financial transactions

• Folio: Guest account detailing charges and payments

• Journal: Chronological record of transactions before posting to ledger

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The correct answer is:

✅ D) Debit card

Explanation:
A debit card allows customers to access their own funds immediately and electronically from their bank account for purchases or withdrawals.

• Credit card: Allows spending on borrowed funds with later repayment

• Key card: Used to access hotel rooms

• Metro card: Used for public transport payments

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The correct answer is:

✅ B) Attitudinal complaint

Explanation:
An attitudinal complaint arises due to the behavior, attitude, or conduct of hotel staff towards guests.

• Service-related complaint: Due to delays or lapses in service

• Mechanical complaint: Due to equipment or facility malfunction

• Unusual complaint: Rare or exceptional issues

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Wrong Answered: 0

The correct answer is:

✅ A) Message slip

Explanation:
A message slip is used to record messages received for a guest and ensure they are delivered accurately and promptly.

• Register slip: Used for recording entries in a register

• Log slip: Used for logging activities or events

• Complaint slip: Used to record complaints from guests

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The correct answer is:

✅ A) Rooming list

Explanation:
A rooming list is a document prepared for a group booking that contains the names of group members and their assigned room numbers.

• Allocation list: May refer to room assignments but not specifically with guest names

• Hot list: Typically a list of VIPs or important updates

• Reservation list: General list of bookings without room assignments

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The correct answer is:

✅ C) TAV (Travel Agent Voucher)

Explanation:
A FIT (Free Independent Traveler) guest usually settles their bill using:

• Cash ✅

• Cheque ✅

• Credit card ✅

TAV (Travel Agent Voucher) is generally used for group bookings or reservations made through travel agents, not for individual FIT guests.

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Wrong Answered: 0

The correct answer is:

✅ B) Registration of Foreigners Rule 1992

Explanation:
According to the Registration of Foreigners (RoF) Rules, 1992, it is mandatory for hotel owners and managers to report details of all foreign guests to the authorities, such as the FRRO (Foreigners Regional Registration Office) or Local Intelligence Unit (LIU), for security and regulatory purposes.

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The correct answer is:

✅ B) Upselling

Explanation:
Upselling is the sales technique where a customer is encouraged to purchase a higher-priced item, a better version, or an additional related product, often at a discount or with added value.

• Upgrading: Moving the customer to a better service/product without necessarily selling more

• All selling: Not a standard term

• Underselling: Selling at a lower price than standard

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The correct answer is:

✅ A) Intersell agency

Explanation:
An Intersell agency is a travel agency that handles multiple travel-related products such as:

• Hotel reservations

• Car rentals

• Tour operations

• Airline and railway bookings

It acts as a one-stop solution for various travel needs.

• Corporate agency: Deals mainly with corporate clients

• CRS: Central Reservation System for a single hotel or chain

• All in one agency: Generic term; not standard industry terminology

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The correct answer is:

✅ B) Passport

Explanation:
A passport is an official document issued by a government to its citizens, which certifies identity and nationality and requests foreign governments to allow passage and provide protection on a reciprocal basis.

• Visa: Permission issued by a foreign country to enter

• Driving license: Authorizes driving a vehicle

• Voter ID: Identification for voting purposes

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The correct answer is:

✅ D) All of the above

Explanation:
A guaranteed reservation ensures that the hotel will hold the room for the guest regardless of arrival time. This can be achieved through:

• Prepayment: Guest pays in advance to secure the booking

• Allotment: Rooms are reserved in advance for a particular client or group

• Contractual agreement: A formal agreement guaranteeing the reservation

Hence, all the options are valid methods.

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The correct answer is:

✅ B) Job specification

Explanation:
A job specification is a document that outlines the personal qualities, skills, qualifications, and traits required to successfully perform a particular job.

• Job description: Details the duties, responsibilities, and tasks of a job

• Job rotation: Moving employees between different jobs to gain experience

• Job sharing: Two employees share the responsibilities of one full-time position

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The correct answer is:

✅ A) Private Branch Exchange (PBX)

Explanation:
A Private Branch Exchange (PBX) is the **

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The correct answer is:

✅ Form C

Explanation:
Form C is the document that hotels must submit to the FRRO (Foreigners Regional Registration Office) or LIU (Local Intelligence Unit) when registering a foreign guest. It contains details like the guest’s personal information, passport, visa, duration of stay, and room details.

• Form F: Not used for FRRO reporting

• Form B / Form T: Used for other administrative purposes

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The correct answer is:

✅ D) Service related complaint

Explanation:
A service-related complaint arises from delays, inefficiencies, or lapses in the service provided by hotel staff, such as:

• Late room service for meals

• Delay in clearing soiled crockery

Other types:

• Unusual complaint: Rare or exceptional issues

• Attitudinal complaint: Due to staff behavior or attitude

• Mechanical complaint: Due to equipment or facility malfunction

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The correct answer is:

✅ B) GDS (Global Distribution System)

Explanation:
A GDS (Global Distribution System) is a computer-based reservation network that allows guests or travel agents to make reservations at multiple participating hotels, airlines, rental cars, and other services worldwide in a single interface.

• CRS (Central Reservation System): Used by a single hotel or hotel chain for internal reservations.

• Affiliated system / Intersell agencies: Smaller, limited networks; not global.

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The correct answer is:

✅ D) All of the above

Explanation:
A front office personnel should possess multiple qualities to ensure smooth guest service, including:

• Punctuality: Being timely and reliable

• Good memory: To remember guest preferences, room numbers, and requests

• Loyalty: Commitment to the hotel and its guests

Hence, all of the above are essential qualities.

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The correct answer is:

✅ C) Moments of truth

Explanation:
Moments of truth are critical points of interaction between customers and staff where the service experience can make a strong positive impression, correct errors, and build customer loyalty.

• SWOT: Analysis of strengths, weaknesses, opportunities, threats

• Chased demand strategy: Revenue management tactic

• Tactics: General plans or methods

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The correct answer is:

✅ C) Guest paging

Explanation:
Guest paging is a service provided by hotels to locate or notify a guest in a specified area of the hotel, such as the lobby, restaurant, or conference area.

• Messaging slip: Used to leave a message for a guest

• Guest wake-up call: Calls the guest at a requested time

• Special service: General term for additional hotel services

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The correct answer is:

✅ C) Luggage tag

Explanation:
A luggage tag is attached to every article deposited in the left luggage room. It helps in identifying the item and matching it with the guest upon retrieval.

• Bin tag: Used for storage bins, not guest luggage

• Suitcase tag: Usually refers to tags on personal suitcases for travel

• Label tag: Generic term; not standard hotel terminology

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The correct answer is:

✅ C) VVIP guest

Explanation:
A VVIP guest (Very Very Important Person) is usually escorted to their room by the General Manager (GM) or Front Office Manager (FOM) as part of special attention and personalized service.

• Walk-in guest / Scanty baggage guest / No luggage guest → escorted by bell staff or normal procedures

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The correct answer is:

✅ D) Wake up call facility

Explanation:
The wake-up call facility in hotels allows guests to request a call at a specific time to wake them up or remind them of a scheduled activity.

• Alarm facility usually refers to an in-room alarm clock, not a hotel service.

• Mail facility is for handling guest correspondence.

• Unusual facility is not a standard hotel term.

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The correct answer is:

✅ A) GDS (Global Distribution System)

Explanation:
A GDS (Global Distribution System) is a worldwide computerized network used by travel agents, online booking platforms, and corporations to book hotel rooms, airline seats, rental cars, and other travel services from a single platform.

• CRS (Central Reservation System): Typically used by a single hotel or hotel chain for internal reservations.

• Intersell agencies / Affiliated systems: Limited or specific booking networks, not global.

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The correct answer is:

✅ A) Front desk

Explanation:
In hotels, all guest mails and correspondence are typically received and handled by the Front Desk, which is responsible for ensuring delivery to the intended guest.

• Bell desk: Handles luggage and guest assistance

• Information desk: Provides information and directions

Hence, the correct answer is Front Desk.

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The correct answer is:

✅ D) Check-out

Explanation:
Check-out is the process when a guest leaves the hotel after settling their bill, returning room keys, and completing all formalities.

• Check-in: Guest arrival and registration

• Walk-out: Guest leaves without paying

• Skipper: Guest leaves without paying or notifying (similar to walk-out)

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The correct answer is:

✅ B) Franchisor

Explanation:
The franchisor is the company or individual that owns the trademark, brand, or business format and grants the right to operate under that brand to another party.

• Franchisee: The party that buys the rights to operate the business

• Franchise: The business arrangement or the granted rights

• Franchising: The process of granting the franchise

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The correct answer is:

✅ C) No-show guest

Explanation:
A no-show guest is a guest who made a reservation but fails to check in or cancel the booking.

• Scanty baggage guest: Arrives with very little luggage

• Walk-in guest: Arrives without a prior reservation

• Walk-out guest: Leaves the hotel without paying the bill

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The correct answer is:

✅ D) Registration of guest

Explanation:
The Arrival stage of the guest cycle involves all activities related to the guest’s check-in, including:

• Registration of guest ✅

• Issuing room keys

• Escorting to the room

Other options:

• Guest paging → during stay or for announcements

• Left luggage handling → can occur pre-arrival or during stay

• Settlement of guest account → part of Departure stage

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The correct answer is:

✅ A) Duty Manager

Explanation:
A scanty baggage guest is a guest who arrives with very little or no luggage. Hotels usually require authorization from the Duty Manager to register such guests, mainly for security and verification purposes.

• Reservation manager: Handles bookings in advance

• Telephone operator: Manages calls

• Bell captain: Oversees bell staff and luggage handling

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The correct answer is:

✅ D) Stay

Explanation:
During the Stay stage of the guest cycle, the hotel attends to guest needs, handles queries, resolves complaints, and ensures overall guest satisfaction while they are occupying the room.

• Arrival: Check-in and registration

• Departure: Check-out and billing

• Post-departure: Feedback, follow-up, loyalty programs

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The correct answer is:

✅ C) Rack rate

Explanation:
The rack rate is the published standard rate of a room before any discounts, special offers, or negotiated rates are applied.

• Corporate rate: Discounted rate for corporate clients

• FIT rate: Rate for Free Independent Travelers, usually negotiated or discounted

• Rack rate: Base, full published rate

Hence, the correct answer is Rack rate.

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The correct answer is:

✅ A) Cut-off date

Explanation:
The cut-off date is the agreed-upon date between a hotel and a group booking after which any unreserved rooms in the block are released back to general inventory for sale to other guests.

• Due-date / Last date / End date are general terms, but the specific hotel industry term is cut-off date.

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The correct answer is:

✅ C) Computer

Explanation:
A computer itself is not a mode of reservation; it is a tool or system (like a property management system) used to record reservations.

Modes of reservation include:

• Walk-in: Guest arrives without prior booking

• Telephone: Reservation made via phone call

• Email: Reservation requested via email

So, computer is not a direct mode of reservation.

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