General Customer Service
What scenario results in a late charge? (question 30)
A. Guests stay beyond the posted check-out time
What type of equipment allows guests to make purchases at hotel retail outlets that are charged to their room? (Question 2)
A. Point-of-sale
What are AED devices used for? (question 19)
A. Reviving someone from cardiac arrest
What resource serves as a record of important event and decisions that took place during precious shifts? (question 27)
B. Front office logbook
What is the first action an employee should take when approached with a guest complaint? (question 11)
B. Apologize for the guest's inconvenience or discomfort.
When should guests be informed of amenities available at the property? (question 16)
B. During check in
What is the recommended guideline when giving change to a customer? (question 7)
C. Count change out into the guest's hand, not on the counter
What security function do all employees have the responsibility to perform? (question 18)
A. Watching for and reporting suspicious activity
What is the most effective way for employees to build guest loyalty? (question 17)
C. Building relationships with guests and making them feel important.
What information should a hotel employee, regardless of position, be able to provide to guests? (question 1)
A. Daily room rates and availability
What shoulda front desk agent do if they are checking in a guest and the phone begins to ring? (question 4)
B. Ask the guest permission to briefly answer the call
What type of account contains transactions for more than one guestroom? (question 15)
B. Group master
How many keys are required to open a safe deposit box? (question 12)
A. One
What term is used to describe rooms that have been set aside to accommodate arriving guest requests? (question 13)
C. Confirmed reservation
When processing a room change for a guest, a front desk agent should: (question 9)
C. Place a follow-up courtesy call to make sure the guest is satisfied.
What is the purpose of a bucket check (or tub check)? (question 10)
B. To confirm that guest accounts are accurate
What is the purpose of PCI Standards (Question 3)
A. To reduce or eliminate payment card frauds
Which statement regarding service animals is TRUE? (question 5)
A. They are allowed to anywhere the guest can go
What type of guest is likely to be tax-exempt? (question 14)
C. An employee of a nonprofit organization
When is it customary to waive a late check-out fee? (question 29)
C. The guest checks out prior to the hotels check-in time
What is recommended when giving directions to a guest? (question 23)
A. Use "right", "left", and "straight"
What term is used to describe a statement of all transactions (Debit and credits) affecting the balance of a single account? (question 6)
A. Folio
What information is included in an MOD manual? (question 22)
A. Emergency procedures
What are two broad categories that reservations fall under? (question 20)
C. Guaranteed or non-guaranteed
What is the key to effective upselling? (question 28)
A. Anticipating what the guest wants