FRONT DESK REPRESENTATIVE
EXAM
When making a reservation for guests, you should: - ANSWERS-Try
to upsell the guest's reservation and provide a confirmation number
What should you do if a guest requests a late check-out? -
ANSWERS-charge the guest 50% of the normal room change
Employees who work behind a desk or terminal should take special
care to: - ANSWERS-Look up the greet guests passing by
What should you do if a guest approaches while you are filing
paperwork? - ANSWERS-Stop filing and assist the guest
Which of the following gloves can be properly disinfected and reuse
as a safety equipment? - ANSWERS-Latex and utility and leather
If a line begins to form while you are busy checking the guest, what
should you do? - ANSWERS-Welcome guests joining the line with a
nod or smile.
A guest approaches the front desk to request a room, but has not made
a reservation. What should you do? - ANSWERS-Check whether
there are available rooms
, A front desk computer system that combines functions such as
reservations, check-in, check-out room assignment, room rates and
status management is called a : - ANSWERS-Property Management
System
A pet is a service animal. - ANSWERS-False
When helping a guest with mobility impairments, you are allowed to
touch or lean on the wheelchair. - ANSWERS-False
A routine need is one that requires immediate attention. - ANSWERS-
False
VIPs are usually escorted to their rooms by the front Desk
representative or a manager. - ANSWERS-True
A follow up courtesy call should: - ANSWERS-Take place within 10
minutes of guest's move
Active upselling techniques used during the reservation process
includes: - ANSWERS-Describing the features and benefits of the
more expensive rooms
What should you do if you are unable to resolve a guest complaint? -
ANSWERS-Apologize to the guest but explain that there is nothing
you can do.
EXAM
When making a reservation for guests, you should: - ANSWERS-Try
to upsell the guest's reservation and provide a confirmation number
What should you do if a guest requests a late check-out? -
ANSWERS-charge the guest 50% of the normal room change
Employees who work behind a desk or terminal should take special
care to: - ANSWERS-Look up the greet guests passing by
What should you do if a guest approaches while you are filing
paperwork? - ANSWERS-Stop filing and assist the guest
Which of the following gloves can be properly disinfected and reuse
as a safety equipment? - ANSWERS-Latex and utility and leather
If a line begins to form while you are busy checking the guest, what
should you do? - ANSWERS-Welcome guests joining the line with a
nod or smile.
A guest approaches the front desk to request a room, but has not made
a reservation. What should you do? - ANSWERS-Check whether
there are available rooms
, A front desk computer system that combines functions such as
reservations, check-in, check-out room assignment, room rates and
status management is called a : - ANSWERS-Property Management
System
A pet is a service animal. - ANSWERS-False
When helping a guest with mobility impairments, you are allowed to
touch or lean on the wheelchair. - ANSWERS-False
A routine need is one that requires immediate attention. - ANSWERS-
False
VIPs are usually escorted to their rooms by the front Desk
representative or a manager. - ANSWERS-True
A follow up courtesy call should: - ANSWERS-Take place within 10
minutes of guest's move
Active upselling techniques used during the reservation process
includes: - ANSWERS-Describing the features and benefits of the
more expensive rooms
What should you do if you are unable to resolve a guest complaint? -
ANSWERS-Apologize to the guest but explain that there is nothing
you can do.
