Hotel Management Questions and Answers Latest Update
(Graded A+)
Reservation cancellation procedure - ANSWER-note the date and time it was cancelled, identify
the person, identify staff member taking cancellation, attempt to determine reason, provide the
guest with cancellation number, thank the guest
Importance of Up-selling – ANSWER- upsetting can increase ADR from 1% to 10% above those
of similar hotels that do not implement such programs
Check-in procedure - ANSWER-information accuracy, departure date confirmation
Rate agreement - ANSWER-confirmation of a guest’s room rate at check-in to avoid
misunderstanding
Split rate - ANSWER-Room rate that changes during a guests stay based on room demand
Method of payment: payment card - ANSWER-credit or debit card
Method of payment: direct bill - ANSWER-your company is pre-approved to pay for your stay
and other charges at the hotel
Method of payment: cash - ANSWER-by law, every place must accept cash; still hotels make
them show valid credit so that any minibar purchases, etc
Method of payment: pre-paid deposit - ANSWER-still must establish credit at check in
Method of payment: complimentary - ANSWER-still must ask about payment for incidental
purposes
Room status report: OOO - ANSWER-Out of order- room that is unrentable for reasons other than
routine cleaning
Room status report: DND - ANSWER-do not disturb
Room status report: Due out - ANSWER-guest will check out following day
Room status report: Occupied - ANSWER-occupied room
Room status report: On-Change - ANSWER-checked out, vacant but not clean
Room status report: V/R - ANSWER-Vacant and Ready
Self-Check in challenges - ANSWER-credit card reader (can't check if invalid or black listed) real
time interface, key dispenser and encoder, networking equipment
Walking arriving guests - ANSWER-FOM must develop policies and communicate them to front
desk staff and perspective guests about whether the hotel is guaranteeing a room type or merely
room when a reservation is accepted; might have to walk guests who have requested specific room
types that are unavailable
, Importance of Guest first impression - ANSWER-their first impression can taint what they think
of the hotel
Tactics to ensure a positive first impression - ANSWER-Provide a genuine welcome.
Design registration process to be fast and accurate - Efficient and Effective
Assure that no "little things" create irritation.
Do not tell the guests what to do.
Ensure assistance to meet the guests' needs during their visit.
Performing like a hospitality professional vs. Just following procedures - ANSWER-What kind
of room do you want?
We have several types of rooms that will accommodate your needs. Let me tell you about them.
Telephone etiquette training - ANSWER-ANSWER telephone calls promptly
Greet callers
Focus full attention on the caller
Speak clearly, use simple English
Apply listening skills
Avoid " I don't know.", "I can't do that." "You have to."
Transfer calls only when necessary
Take a message
Role, responsibility and positions of uniformed service - ANSWER-bell door, parking attendant,
concierge staff, van drivers
Bell services attendants - ANSWER-Responsible to assist guests with luggage and parcels. May
also serve as door or parking attendant and van driver.
Concierge service and job description - ANSWER-Keeper of the keys
Accommodate very ordinary to very unusual guest requests
Responsible to provide individualized and requested special services to guests
Virtual concierge - ANSWER-a virtual request for a concierge service
13 steps and key issues of service recovery and guest complaint handling - ANSWER-
Acknowledge the guest.
Carefully listen to the guest's problem.
Isolate the guest, if necessary.
(Graded A+)
Reservation cancellation procedure - ANSWER-note the date and time it was cancelled, identify
the person, identify staff member taking cancellation, attempt to determine reason, provide the
guest with cancellation number, thank the guest
Importance of Up-selling – ANSWER- upsetting can increase ADR from 1% to 10% above those
of similar hotels that do not implement such programs
Check-in procedure - ANSWER-information accuracy, departure date confirmation
Rate agreement - ANSWER-confirmation of a guest’s room rate at check-in to avoid
misunderstanding
Split rate - ANSWER-Room rate that changes during a guests stay based on room demand
Method of payment: payment card - ANSWER-credit or debit card
Method of payment: direct bill - ANSWER-your company is pre-approved to pay for your stay
and other charges at the hotel
Method of payment: cash - ANSWER-by law, every place must accept cash; still hotels make
them show valid credit so that any minibar purchases, etc
Method of payment: pre-paid deposit - ANSWER-still must establish credit at check in
Method of payment: complimentary - ANSWER-still must ask about payment for incidental
purposes
Room status report: OOO - ANSWER-Out of order- room that is unrentable for reasons other than
routine cleaning
Room status report: DND - ANSWER-do not disturb
Room status report: Due out - ANSWER-guest will check out following day
Room status report: Occupied - ANSWER-occupied room
Room status report: On-Change - ANSWER-checked out, vacant but not clean
Room status report: V/R - ANSWER-Vacant and Ready
Self-Check in challenges - ANSWER-credit card reader (can't check if invalid or black listed) real
time interface, key dispenser and encoder, networking equipment
Walking arriving guests - ANSWER-FOM must develop policies and communicate them to front
desk staff and perspective guests about whether the hotel is guaranteeing a room type or merely
room when a reservation is accepted; might have to walk guests who have requested specific room
types that are unavailable
, Importance of Guest first impression - ANSWER-their first impression can taint what they think
of the hotel
Tactics to ensure a positive first impression - ANSWER-Provide a genuine welcome.
Design registration process to be fast and accurate - Efficient and Effective
Assure that no "little things" create irritation.
Do not tell the guests what to do.
Ensure assistance to meet the guests' needs during their visit.
Performing like a hospitality professional vs. Just following procedures - ANSWER-What kind
of room do you want?
We have several types of rooms that will accommodate your needs. Let me tell you about them.
Telephone etiquette training - ANSWER-ANSWER telephone calls promptly
Greet callers
Focus full attention on the caller
Speak clearly, use simple English
Apply listening skills
Avoid " I don't know.", "I can't do that." "You have to."
Transfer calls only when necessary
Take a message
Role, responsibility and positions of uniformed service - ANSWER-bell door, parking attendant,
concierge staff, van drivers
Bell services attendants - ANSWER-Responsible to assist guests with luggage and parcels. May
also serve as door or parking attendant and van driver.
Concierge service and job description - ANSWER-Keeper of the keys
Accommodate very ordinary to very unusual guest requests
Responsible to provide individualized and requested special services to guests
Virtual concierge - ANSWER-a virtual request for a concierge service
13 steps and key issues of service recovery and guest complaint handling - ANSWER-
Acknowledge the guest.
Carefully listen to the guest's problem.
Isolate the guest, if necessary.
