Room Types & Reservations
These rooms are next to each other and connected by a door.
A) Adjacent
B) Accessible
C) Adjoining
C) Adjoining
If the phone rings while you are checking in a guest, you should do this.
A) Ignore the phone and check in the guest
B) Tell the guest to wait while you answer the phone
C) Politely tell the guest you need to answer the phone
C) Politely tell the guest you need to answer the phone
What is the purpose of PCI standards?
A) Lower the chances of card fraud
B) So you don't have to ID customers
C) Convert foreign currencies
A) Lower the chances of card fraud
What is the key to effective upselling?
A) Anticipating guest needs
B) Telling guests what they need
C) Only offering items within their price range
A) Anticipating guest needs
What is an AED device used for?
A) Reviving someone from cardiac arrest
B) Removing an obstruction from a choking victim
C) Injection devices used to treat severe allergies
A) Reviving someone from cardiac arrest
A specific number of rooms set aside for members of a group planning to stay at a property.
A) Reservation
B) Block
C) Group
B) Block
When changing a guest’s room, the front desk agent should _____.
A) Put the guest in a more expensive room
B) Discount the cost of the room
C) Make a follow-up courtesy call to make sure the guest is happy
C) Make a follow-up courtesy call to make sure the guest is happy
A statement of all transactions affecting the balance of a guest account is called a _____.
A) Folio
B) Ledger
C) Voucher
A) Folio
How can employees best earn guest loyalty?
A) Telling guests how much you love working for the hotel
B) Offering better amenities than other local hotels
C) Building relationships with guests
C) Building relationships with guests
What is a security responsibility of all employees?
A) Watching for and reporting suspicious activity
B) Changing burnt-out light bulbs
C) Confronting uncomfortable individuals
A) Watching for and reporting suspicious activity
Reservations generally fall under these two categories.
A) Voucher or self-paid
B) Prepaid or paid-on-site
C) Guaranteed or non-guaranteed
C) Guaranteed or non-guaranteed
Which two reports should be compared to reconcile room status?
A) Occupancy and room status
B) Housekeeping and occupancy
C) Room status and housekeeping
C) Room status and housekeeping
A late charge is _____.
A) A fee charged to a guest who checks in late
B) A fee charged to a guest who checks out late
C) A charge that doesn’t reach the front desk until after the guest has checked out
C) A charge that doesn’t reach the front desk until after checkout
What is the first thing you should do if a guest has a complaint?
A) Contact your MOD
B) Apologize to the guest
C) Offer multiple resolutions
B) Apologize to the guest
When lifting items, keep the item ____ your body.
A) Near
B) Next to
C) Above
A) Near
This type of reservation occurs when a guest books consecutive nights using different booking systems.
A) Same-day
B) Duplicate
C) Back-to-back
C) Back-to-back
If a line begins to form while you are busy checking in a guest, what should you do?
A) Ignore everyone except the guest you are assisting
B) Ask a bell attendant to help behind the desk
C) Welcome guests joining the line with a nod or smile
C) Welcome guests joining the line with a nod or smile
What is the purpose of a bucket check?
A) Verify the number of registered guests
B) Confirm that guests’ accounts are accurate
C) Make sure cash receipts have been accounted for
B) Confirm that guests’ accounts are accurate
How should you think about a guest complaint?
A) It is someone else's problem
B) It is a no-win situation
C) It is a challenge to turn a negative situation into a positive one
C) Turn a negative situation into a positive one
When serving guests with disabilities, employees should _____.
A) Ask if assistance is needed before providing it
B) Know assistance is needed and provide it immediately
C) Ignore the disability
A) Ask if assistance is needed
A guest who has not made a reservation but requests a room at the front desk is called this.
A) Walk-in
B) Group arrival
C) Early check-in
A) Walk-in
A front desk computer system that combines reservations, check-in, check-out, room assignment, and room rate/status management is called a _____.
A) Property management system
B) Point-of-sale system
C) Local area network
A) Property management system
Which type of account contains transactions for more than one guestroom?
A) Corporate
B) Group
C) Master
C) Master
Which is a way you can improve the service you give to guests?
A) Be honest about how you feel about the property
B) Warn guests if a dish in the restaurant isn’t very good
C) Be polite at all times
C) Be polite at all times
Which example is an emergency affecting the entire property?
A) A food service employee burning themselves
B) A maintenance employee falling off a ladder
C) An approaching hurricane
C) Approaching hurricane