Front Desk Representative Test

Front Desk Representative Test A follow up courtesy call should: - ✔✔Take place within 10 minutes of guest's move Active upselling techniques used during the reservation process includes: - ✔✔Describing the features a ...

Front Desk Representative Test A follow up courtesy call should: - ✔✔Take place within 10 minutes of guest's move Active upselling techniques used during the reservation process includes: - ✔✔Describing the features and benefits of the more expensive rooms What should you do if you are unable to resolve a guest complaint? - ✔✔Apologize to the guest but explain that there is nothing you can do. What is an advance deposit? - ✔✔An amount equal to the amount of a night's charge that a guest pays in advance If you do not know a guest's name, you should: - ✔✔Use sir or ma'am until you find out his or her name. The standard non-discounted rate for a specific type of guest room is referred to as the ______ rate - ✔✔Rack When is it especially important for employees on duty to appear in uniform? - ✔✔Whenever they are in a public area What should you do if you encounter a guest in elevator? - ✔✔speak to the guest with respect as you would anywhere else on the property When giving directions to a guest: - ✔✔Use "right, "left", and "straight" Non-guaranteed reservation are typically help until: - ✔✔The evening of the guest's expected arrival Which of the following is recommended personal appearance guideline for hotel employees? - ✔✔Use little or no cologne or perfume Express check-out should be offered to: - ✔✔Guest with approved credit authorization Employees should prepare for potential emergencies by: - ✔✔Knowing the location of the nearest fire exit and Knowing their department's evacuation area If a guest loses a safe deposit key, you should: - ✔✔remind the guest that he or she are responsible for all drilling and replacement key costs. When speaking with a guest, you should: - ✔✔Inquire whether the guest is enjoying his or her stay The purpose of a bucket check(or tub check) is to : - ✔✔verify that guest accounts are accurate A due-back from should include: - ✔✔A list of each cash transaction conducted during your shift When blocking guestrooms for group arrivals: - ✔✔Block rooms on the same floor or in the same area, if possible Which of the following applies to the use of the property's facilities by employees? - ✔✔employees should adhere to workplace hospitality standards when using property facilities What is a secret of property's success? - ✔✔Being an excellent team player When handling a guest's mail, message, faxes, and package: - ✔✔Log the items in the incoming mail logbook when they arrive When there is a problem with a guest's room - ✔✔Move the guest to a same-rate room, if possible Reservations involving _________ should be pre-blocked - ✔✔VIPs and Accessible rooms When making a reservation for guests, you should: - ✔✔Try to upsell the guest's reservation and provide a confirmation number What should you do if a guest requests a late check-out? - ✔✔charge the guest 50% of the normal room change Employees who work behind a desk or terminal should take special care to: - ✔✔Look up the greet guests passing by What should you do if a guest approaches while you are filing paperwork? - ✔✔Stop filing and assist the guest Which of the following gloves can be properly disinfected and reuse as a safety equipment? - ✔✔Latex and utility and leather If a line begins to form while you are busy checking the guest, what should you do? - ✔✔Welcome guests joining the line with a nod or smile. A guest approaches the front desk to request a room, but has not made a reservation. What should you do? - ✔✔Check whether there are available rooms A front desk computer system that combines functions such as reservations, check-in, check-out room assignment, room rates and status management is called a : - ✔✔Property Management System A pet is a service animal. - ✔✔False When helping a guest with mobility impairments, you are allowed to touch or lean on the wheelchair. - ✔✔False A routine need is one that requires immediate attention. - ✔✔False VIPs are usually escorted to their rooms by the front Desk representative or a manager. - ✔✔True