Republic of the Philippines

Department of Education

SCHOOLS DIVISION OF LAPU-LAPU CITY

PUNTA ENGAÑO HIGH SCHOOL
PUNTA ENGAÑO, LAPU-LAPU CITY
______________________________________________________________________
PERIODICAL TEST
TLE 8 (Front Office Service)
QUARTER 3
SY:2024-2025
Name: _____________________________________________________________________________Year and Section: ________________
Instruction: (Multiple choice test) Select the best answer.
Write only the letter of the correct answer on the space provided before each number.
1. What is the primary role of the Front Office in a hotel?
A. Maintenance
B. Housekeeping
C. Food preparation
D. Guest service and management
2. Which department is responsible for making room reservations?
A. Finance
B. Engineering
C. Front Desk
D. Housekeeping
3. What is the primary goal of occupational health and safety in the front office?
A) To ensure guests receive the best customer service
B) To protect employees from workplace hazards and injuries
C) To increase hotel revenue
D) To improve front desk efficiency
4. When handling guest complaints, which of the following emotional indicators can signal a risk for customer dissatisfaction?
A. Neutral body language
B. Calm and patient demeanor
C. Aggressive tone or raised voice
D. Polite and understanding attitude
5. Which of the following is NOT a function of the Front Office Department?
A. Laundry services
B. Guest reservations
C. Check-in and check-out
D. Handling guest complaints
6. Which of the following actions demonstrates compliance with hygiene and safety standards in the front office?
A. Sharing personal belongings with guests
B. Providing guests with clean pens for signing forms
C. Allowing staff to handle confidential documents while eating
D. Using the same hand to handle money and food without washing hands
7. Which department works most closely with the Front Office to ensure rooms are ready for guests?
A. Engineering
B. Housekeeping
C. Food and Beverage
D. Sales and Marketing
8. What does the term "walk-in" refer to in the Front Office?
A. A guest checking out early
B. A staff member reporting for work
C. A guest who books a room in advance
D. A guest who arrives without a prior reservation
9. Which of these is a key responsibility of a concierge?
A. Assisting with luggage
B. Preparing meals for guests
C. Managing room service requests
D. Organizing transportation and tours
10. Which of the following is the primary responsibility of a Front Desk Agent?
A. Cleaning guest rooms
B. Handling laundry services
C. Preparing meals for guests
D. Managing guest check-in and check-out
11. What is the role of a Bell Attendant/Bell Boy?
A. Managing reservations
B. Providing security for guests
C. Coordinating housekeeping schedules
D. Handling luggage & escorting guests to rooms
12. Which staff member is responsible for organizing transportation and making restaurant reservations for guests?
A. Bell Captain
B. Concierge
C. Receptionist
D. Night Auditor
13. What is a Front Office Manager responsible for?
A. Cleaning public areas
B. Handling room service
C. Preparing food orders
D. Supervising all front office staff and operations
14. What is the primary duty of a Night Auditor?
A. Handle luggage
B. Supervise housekeeping staff
C. Check guests in during the day
D. Perform financial audits and prepare night reports
15. Which piece of equipment is primarily used to input and store reservation details when a guest calls to reserve a room for the weekend?
A. Bellboy Cart
B. Card Verifier
C. Computer
D. Telephone

16. What equipment should the front desk staff use to ensure a credit card is valid and approved for payment during check-out?
A. Bill Detector
B. Card Verifier
C. Cash Register
D. Telephone
17. What equipment is used to check the authenticity of the cash received?
A. Cash Register
 B. Bill Detector
C. Card Verifier
D. Computer
18. Which tool is used by bell service staff to transport luggage efficiently to a guest’s room?
A. Bellboy Cart
B. Cash Register
C. Card Verifier
D. Computer
19. Which equipment is commonly used to process and store payments in cash or card transactions?
A. Bellboy Cart
B. Bill Detector
C. Cash Register
D. Telephone
20. What equipment should the receptionist use to handle a guest's call requesting room service?
A. Bellboy Cart B. Card Verifier C. Computer D. Telephone
21. Which document is used to record the guest's personal details and confirm their booking during check-in?
A. Credit Card Voucher Holder
B. Guest Folio
C. Key Rack
D. Registration Form
22. Where should the remaining keys be stored for safekeeping and easy access after completing the check-in process?
A. Credit Card Imprinter
B. Guest Folio Rack
C. Key Rack
D. Printer
23. Which document is used by the front desk staff to track a guest's financial transactions during their stay?
A. Credit Card Voucher Holder
B. Guest Folio
C. Registration Form
D. Ving Card
24. What equipment is used by the front office staff to keep guest folios organized?
A. Rack Credit Card Imprinter
B. Guest Folio rack
C. Key Rack
D. Ving Card
25. What equipment is used by the front office to create an imprint of the guest’s credit card for documentation?
A. Credit Card Voucher Holder
B. Credit Card Imprinter
C. Printer
D. Ving Card
26. Which tool is used to store credit card vouchers securely after imprinting?
A. Credit Card Voucher Holder
B. Guest Folio
C. Key Rack
D. Registration Form
27. What type of card is issued to the guest to access their room in a hotel with a card-based locking system?
A. Guest Folio B. Key Rack C. Registration Form D. Ving Card
28. What equipment should the receptionist use to provide a printed copy of the guest's bill during check-out?
A. Credit Card Imprinter
B. Guest Folio Rack
C. Printer
D. Ving Card
29. Which paraphernalia should the front desk officer use to record a guest's complaint about room service for future reference?
A. Cash Box Drawer B. Log Book C. Room Key D. Telephone
30. Which item is issued to the guest to allow access to their assigned room during check-in?
A. Card Verifier B. Cash Box Drawer C. Key Holder D. Room Key
31. What should the front desk staff do to comply with fire safety regulations when they notice a fire alarm malfunction?
A Try to fix the alarm themselves
B. Ignore the malfunction if the building feels safe
C. Continue with normal operations, as the alarm will eventually start working
D. Immediately report the malfunction to maintenance and follow emergency procedures
32. A guest calls the front desk to request a wake-up call for 6:00 AM.
Question:
Which tool is used by the receptionist to handle this request?
A. Cash Box Drawer
B. Card Verifier
C. Log Book
D. Telephone
33. What should you do before cleaning the inside of a desktop computer?
A. Pour water to remove dust
B. Spray compressed air while the computer is on
C. Disconnect the computer from the power source
D. Use a vacuum cleaner directly on the components
34. Which of the following actions could indicate a workplace violence risk at the front desk?
A. A guest calmly waiting in line
B. A guest asking for directions
C. Staff greeting a guest politely
D. A guest becoming verbally aggressive and shouting at staff

35. Why is it important to use a logbook in front office operations?

A. To store guest folios
B. To verify credit cards
C. To record financial transactions
D. To document important events and activities for reference
36. How does a key rack or key holder help in managing hotel keys?
A. It verifies credit card validity
B. It acts as a cash storage container
C. It prints guest information for reservations
D. It prevents unauthorized access to room keys
37. What is the primary purpose of a cash box drawer at the front desk?
A. To store hotel records
B. To organize room keys
 C. To imprint credit card vouchers
D. To secure cash and coins for transactions
38. Why is using a card verifier important when accepting payments?
A. To record guest complaints
B. To organize payment vouchers
C. To print receipts for cash transactions
D. To check the authenticity of a guest's credit card
39. What is the importance of using a telephone in front office services?
A. It stores room keys
B. It detects counterfeit bills
C. It provides access to guest folios
D. It helps in communicating with guests and staff efficiently
40. How to listen and talk to the clients?
A. Use idiomatic expressions
B. Discourage the customer to talk
C. Find out what the client/customers really means.
D. Do not understand the words you hear from the client.
41. What is the best way to offer a personalized service to the guest?
A .Answer all guest inquiry
B .Provide guest with accurate hotel information
C. Consistently address the guest by his name upon every conversation.
D. All of the above
42. Which of the following is an example of maintaining office tools in good working condition?
A. Using any tool regardless of its condition
B .Only cleaning the equipment when it breaks down
C. Keeping unused equipment in a disorganized pile
D. Regularly checking and calibrating equipment like fax machines or printers
43. What should be done immediately if office equipment shows signs of malfunction?
A. Turn it off and leave it until later
B. Continue using it to finish the task
C. Wait for it to be fixed automatically
D. Report the malfunction to the supervisor or maintenance team
44. Which of the following is a basic procedure for maintaining office equipment?
A. Ignoring equipment malfunctions
B. Regular cleaning and inspection
C. Discarding old equipment immediately
D. Using equipment without reading manuals
45. How should you clean a computer keyboard used in the front office?
A. Shake it vigorously to remove dirt
B. Submerge it in water to remove dust
C. Apply a heavy-duty chemical cleaner directly on the keys
D. Wipe it with a damp cloth and use compressed air for hard-to-reach areas
46. Why is it important to maintain tools and equipment in the front office?
A. To increase workload and cost
B. To reduce customer satisfaction
C. To ensure their longevity and efficiency
D. To keep them clean for display purposes
47. Why is it necessary to maintain a clean and organized front desk area?
A. To increase clutter
B. To discourage teamwork
C. To make the workplace look messy
D. To ensure an efficient work environment
48. How often should regular maintenance checks be done on major front office equipment?
A. Annually
B. Every ten years
C. Only when equipment fails
D. According to the manufacturer’s recommendations
49. Which tool is commonly used for cleaning computer monitors in the front office?
A. Steel wool
C. Wet sponge Soft
B. Abrasive scrubber
D. lint-free cloth or microfiber cloth
50. Which practice ensures the efficient use of equipment in a hotel’s front office?
A. Ignoring equipment warranties
B. Letting equipment run non- stop
C. Using equipment beyond its capacity
D. Following proper handling and usage guidelines
"Trust in God, do your best, and have faith—He has a plan for you beyond this test." 🙏📖✨ 🌟💪📖

Prepared by: Checked and Reviewed by: Noted by:

AIZA C. AUGUSTO LEAH T. PATALINGJUG JEFFREY B. CABIGAS

Teacher 1 Master Teacher 1 School head

TABLE OF SPECICIFICATIONS
In TLE8
FRONT OFFICE SERVICE EXPLORATORY 8
Competency Easy Average Difficult Total
USE TOOLS, EQUIPMENT, AND PARAPHERNALIA 1, 2, 3, 22,23, 26, 35, 23
LO 1. Identify FOS tools, equipment, and paraphernalia 8,9,10 27,28,29, 30
applicable to a specific job 15,16, 17,
1.1. classify equipment, tools, and paraphernalia 18,20, 21,
according to types and functions 24,25,13,
1.2. describe equipment, tools, and
paraphernalia based on the specified task
 LO 2.Use FOS tools, equipment, and paraphernalia 37, 39, 14, 32, 36 38 11
1.1. use equipment, tools, and paraphernalia based 11,12,4,5,7,
on the task requirements
MAINTAIN TOOLS, EQUIPMENT, AND PARAPHERNALIA 49, 50, 43 33, 42, , 44, 48 45, 46, 47, 10
LO 1. Perform after-care activities for tools, equipment,
and paraphernalia
1.1. clean tools, equipment, and paraphernalia
after use according to standard operating procedures
1.2. store tools, equipment, and paraphernalia in
appropriate area in accordance with safety procedures
PRACTICE OCCUPATIONAL HEALTH AND SAFETY 6, 31, 32, 40 34,, , 41 6
LO 1: Identify hazards and risks
1.1. clarify and explain regulations and workplace safety
and hazard control practices and procedures
1.2. identify hazards/risks in the workplace and their
corresponding indicators

30 15 5 50

Prepared by: Checked and Reviewed by: Noted by:

AIZA C. AUGUSTO LEAH T. PATALINGJUG JEFFREY B. CABIGAS

Teacher 1 Master Teacher 1 School head

Answer Key

1. D
2. C
3. B
4. C
5. A
6. B
7. B
8. D
9. D
10. D
11. D
12. B
13. D
14. D
15. C
16. B
17. B
18. A
19. C
20. D
21. D
22. C
23. B
24. B
25. B
26. A
27. D
28. C
29. B
30. D
31. D
32. D
33. C
34. D
35. D
36. D
37. D
38. D
39. D
40. C
41. D
42. D
43. D
44. B
45. D
46. C
47. D
48. D
49. D
50. D