Service & Staff
Which room numbers are always a priority for housekeeping at the start of the shift?
Check-out rooms
What is the main purpose of a hotel loyalty program?
To encourage guests to return and reward frequent stays
What is the first step a guest usually takes when making a hotel reservation?
Contacting the hotel by phone, email, or online booking system
Which rooms are referred to as “stayover” rooms?
Rooms that guests are still occupying
What do points earned in a loyalty program usually get redeemed for?
Free nights, room upgrades, discounts, or other rewards
What information is typically required from a guest when making a reservation?
Name, contact information, check-in and check-out dates, room type, and payment details
Who has the insider information about local businesses?
Concierge
Which types of companies can hotel loyalty programs partner with to offer more benefits to guests?
Airlines, car rental companies, credit cards, restaurants, and local attractions
What does it mean to “confirm a reservation”?
To verify that the hotel has recorded the booking and that the room will be held for the guest
What is the purpose of the concierge’s letter?
To inform guests about the concierge services and how the concierge can assist them, including local recommendations
Use the word “enroll” in a sentence related to hotel loyalty programs.
Guests can enroll in the hotel’s loyalty program to earn points for every stay.
Name two common methods hotels use to confirm reservations with guests.
Email confirmation or phone call
Name three positions in a hotel and three responsibilities for each.
Front Desk: Check-in/check-out guests, handle reservations, answer guest inquiries
Housekeeping: Clean rooms, restock supplies, report maintenance issues
Concierge: Recommend restaurants and attractions, arrange transportation, assist with tickets/reservations
List three benefits that elite members of a hotel loyalty program might receive.
Room upgrades
Late check-out
Priority reservations
Welcome amenities
Why is it important for a hotel to confirm reservations in advance?
To prevent overbooking, ensure room availability, and provide accurate guest service