QUALITY GUEST SERVICE
What should a front desk agent do if they are checking in a guest & the phone begins to ring?
A. Ignore the phone & continue checking in the guest
B. Ask the guest permission to briefly answer the call
C. Politely tell the guest you need to answer the call
What is ask the guest permission to briefly answer the call
What resource serves as a record of important events & decisions that took place during previous shifts?
A. Operations report
B. Front office logbook
C. Daily incident chronicle
What is front office logbook
When should guests be informed of available amenities?
A. At the time the reservation is made
B. During check-in
C. Shortly after the guest has checked in
What is during check-in
What is the purpose of PCI standards?
A. To reduce or eliminate payment card fraud
B. To eliminate the need for payment card imprints
C. To convert foreign currencies to a single standard
What is to reduce or eliminate payment card fraud
What is the purpose of a bucket check (or tub check)?
A. To verify the number of registered guests
B. To confirm that guest accounts are accurate
C. To make sure cash receipts have been accounted for
What is to confirm that guest accounts are accurate
What is the most effective way to build guest loyalty?
A. Telling guests how great it is to work for the property
B. Offering guest amenities beyond that of the competition
C. Building relationships with guests & making them feel important
What is building relationships with guests & making them feel important
What term describes rooms that have been set aside to accommodate arriving guest requests?
A. Blocked
B. Registration
C. Confirmed reservation
What is blocked
What is a recommended guideline when giving change to a customer?
A. Begin counting with the smallest denominations
B. Provide change in a variety of denominations, if possible
C. Count change out into the guest's hand, not on the counter
What is count change out into the guest's hand, not on the counter
When processing a room change for a guest, a front desk agent should:
A. attempt to place the guest in a higher-priced room
B. discount the room rate to help offset the inconvenience
C. place a follow-up courtesy call to make sure the guest is satisfied
What is place a follow-up courtesy call to make sure the guest is satisfied
When is it customary to waive a late check-out fee?
A. The guest checked in after midnight
B. The guest is staying at the property for the first time
C. The guest checks out prior to the hotel's check-in time
What is the guest checks out prior to the hotel's check-in time
What is recommended when giving directions to a guest?
A. Always give directions for the shortest route
B. Use "right", "left", and "straight"
C. Use "north", "south", "east", and "west"
What is use "right", "left", and "straight"
What type of reservation occurs when a guest books rooms on consecutive nights using different booking systems?
A. Same-day
B. Duplicate
C. Back-to-back
What is back-to-back
What type of guest is likely to be tax exempt?
A. An international guest
B. A member of law enforcement
C. An employee of a nonprofit organization
What is an employee of a nonprofit organization
What type of account contains transactions for more than 1 guestroom?
A. Corporate
B. Group master
C. Direct-bill
What is group master
What scenario results in a late charge?
A. A guest stays beyond the posted check-out time
B. A guest leaves the hotel without checking out
C. A charge is posted after the guest checks out
What is a charge is posted after guest checks out
What is the first action you should take when approached with a guest complaint?
A. Contact the supervisor or manager on duty
B. Apologize for the guest's inconvenience or discomfort
C. Offer multiple resolutions that are appropriate for the situation
What is apologize for the guest's inconvenience or discomfort
Which type of guest should be preregistered?
A. Walk-in
B. Group arrival
C. Early check-in
What is group arrival
What is a key to effective upselling?
A. Anticipating what the guest wants
B. Convincing the guest what they need
C. Determining what the guest can afford
What is anticipating what the guest wants
What two reports are compared in order to reconcile room status?
A. Arrivals & Departures
B. Housekeeping & Occupancy
C. Room status & Housekeeping
What is room status & housekeeping