Customer Service
What is the first thing a front desk agent should do when greeting a guest?
Smile and welcome the guest politely.
What document confirms a guest’s booking details?
Reservation form
What machine processes debit and credit card payments?
POS/EFTPOS machine.
What is Jamaica’s national fruit?
Ackee
What is the role of a concierge?
To assist guests with services and information.
A guest complains that their room is too noisy. What should the agent do first?
Listen carefully and apologize professionally.
What does “check-out” mean?
The process of settling the guest account and departing the hotel.
What should an agent do if a guest’s card is declined?
Politely ask for another payment method.
What type of tourist stays overnight in his or her own country?
Domestic tourist
Name ONE external service a concierge may arrange.
This type of service goes beyond basic expectations to meet individual guest needs.
Customized guest service.
What front office report lists guests arriving and departing for the day?
Arrival and departure report.
What is a guest folio?
A record of all charges and payments on a guest account.
Give ONE example of where cultural heritage tourism is represented in Jamaica.
What is upselling?
Encouraging guests to purchase higher-value products/services.
Name TWO qualities of excellent customer service.
Name TWO departments the front office communicates with regularly.
What report identifies guests who exceed their credit limit?
Over credit limit report
Name TWO components of tourism.
A business guest needs printing and meeting space urgently. Which department/service should assist?
Business center/concierge/front office.
A guest becomes angry because check-in is delayed. Explain how the situation should be handled.
Remain calm, apologize, explain the situation, offer alternatives/updates, and seek supervisor assistance if needed.
Why is an effective handover important during shift changes?
It ensures important guest information and unfinished tasks are communicated accurately.
A guest disputes a restaurant charge on their bill. What should the front desk agent do?
Review the charge, verify details with the department, and resolve professionally.
Explain why tourism information is important to guests.
It helps guests plan activities, enjoy their stay, and improve their travel experience.
Explain how a concierge can provide customized service to a VIP guest.
By anticipating preferences, arranging personalized services, and ensuring special requests are fulfilled.