QUALITY GUEST SERVICE
What should a front desk agent do if they are checking in a guest & the phone begins to ring?
Ignore the phone & continue checking in the guest
Ask the guest permission to briefly answer the call
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?
Operations report
Front office logbook
Daily incident chronicle
What is front office logbook
When should guests be informed of available amenities?
At the time the reservation is made
During check-in
Shortly after the guest has checked in
What is during check-in
What is the purpose of PCI standards?
To reduce or eliminate payment card fraud
To eliminate the need for payment card imprints
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)?
To verify the number of registered guests
To confirm that guest accounts are accurate
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?
Telling guests how great it is to work for the property
Offering guest amenities beyond that of the competition
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?
Blocked
Registration
Confirmed reservation
What is blocked
What is a recommended guideline when giving change to a customer?
Begin counting with the smallest denominations
Provide change in a variety of denominations, if possible
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:
attempt to place the guest in a higher-priced room
discount the room rate to help offset the inconvenience
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?
The guest checked in after midnight
The guest is staying at the property for the first time
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?
Always give directions for the shortest route
Use "right", "left", and "straight"
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?
Same-day
Duplicate
Back-to-back
What is back-to-back
What type of guest is likely to be tax exempt?
An international guest
A member of law enforcement
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?
Corporate
Group master
Direct-bill
What is group master
What scenario results in a late charge?
A guest stays beyond the posted check-out time
A guest leaves the hotel without checking out
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?
Contact the supervisor or manager on duty
Apologize for the guest's inconvenience or discomfort
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?
Walk-in
Group arrival
Early check-in
What is group arrival
What is a key to effective upselling?
Anticipating what the guest wants
Convincing the guest what they need
Determining what the guest can afford
What is anticipating what the guest wants
What two reports are compared in order to reconcile room status?
Arrivals & Departures
Housekeeping & Occupancy
Room status & Housekeeping
What is room status & housekeeping