Stages in the Guest Cycle
Communications
Guest Services
Guest Complaints
Pot Luck
100
A guest's registration record is completed during which stage of the guest cycle
What is arrival
100
Where would you find directions to the nearest automatic teller machine
What is an information directory
100
Is it the hotel's responsibility to exercise reasonable care to prevent injury to a guest
What is true
100
Guest complains about that she had to wait in line for 20 minutes. What type of complaint is it
What is service related
100
How many stages does the guest cycle have
What is 4
200
The front office updates a room's availability status and notifies the housekeeping department during which stage of the guest cycle
What is departure
200
Where would a front desk agent look to see if a guest issue was taken care of
What is a transaction file
200
What item is commonly requested by convention group meeting planners
What is a master folio
200
Complaints about missed wake-up calls are
What is service related
200
What should be done with packages that are too large to store at the front desk
What is they should be taken to a secure room
300
What form is created during the departure stage
What is a guest history file
300
Where would you look if conventioneers inquired about that evening's off-site entertainment function
What is a group resume book
300
What is the high balance on the amount which guests can charge to their accounts without partial settlement
What is a house limit
300
What are the four types of complaints and give an example of each
What is mechanical, attitudinal, service related, and unusual
300
What do hotels often use to create a guest history file
What is expired registration records
400
What stage is it when a guest is assigned a room rate and room number
What is the arrival stage
400
Where would you look to see what groups are meeting in a hotel
What is reader board
400
What do guests use to put part of their bill on a separate folio
What is a split folio
400
What should you never do when handling a guest complaint
What is go alone to a guest room
400
Many hotels keep lists of nearby physicians, dentists, hospitals, and other medical professionals and facilities. What department is this usually kept
What is the front desk
500
Cordelia is a front office auditor for a commercial hotel. At what stage in the guest cycle does she most often operate
What is the occupancy stage
500
Where would you look to find if housekeeping fulfilled a guest request
What is a transaction file
500
How are financial transactions typically handled during the occupancy stage
What is automatically by the property management system interfaces to revenue centers
500
Front desk agents should not tell a guest if a problem cannot be solved because there is always some way to solve a problem, true or false
What is false
500
What should you say if a problem cannot be solved
What is admit to the guest early on. Honesty is the best policy when dealing with guest complaints
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