Following check-in, the front desk agent verifies that the guest’s room is ready for occupancy. What should the front desk agent do next?

What is the best way to answer the telephone?

What is typically used to share information between employees, supervisors and departments?

When taking a message for a guest, what information is important to record?

When should guest arrival documents be completed?

What is processed during a departures follow-up?

What procedure is being following when a front desk agent gets final confirmation of a guest’s method of payment?

What information should the front desk agent ask for when taking a reservation?

At check-out, a guest disputes certain incidentals on her account. What should the front desk agent do?

What is a bucket check?

Which of the following procedures would be part of a front desk agent’s responsibilities when using a manual operational system?

A package arrives for a guest who has checked out. The front desk agent has the guest's home address. What should the front desk agent do with the package?

What must be checked before making a change to the arrival date of a reservation?

A guest calls to cancel a reservation. What should the front desk agent do?

At what point are special requests communicated to appropriate departments?

A front desk agent is preparing the room list for a group. What does the front desk agent need to consider?

Being willing to learn and adjusting to change are examples of which one of the following traits?

The front desk agent finishes taking inventory of the department key cards. She finds that there are two key cards that have not been returned by a staff member. What should the front desk agent do?

A tour bus containing a group of guests arrives at the property. During group check-in, who should the front desk agent speak to regarding billing instructions?

What procedure is being followed when a front desk agent informs a group leader of outstanding charges?

What is a front desk agent doing when assessing and prioritizing tasks?

How much cash should be obtained from a guest paying for a two-night stay in a hotel?

What should be provided to a guest who cancels her reservation?

The front desk agent has recorded a message for a guest who is not available. How should the front desk agent follow up?

What task must be completed when preparing the arrival list?

A front desk agent is processing a reservation cancellation. What should the front desk agent write on the reservation card?

What does knowing about affiliated properties and their locations allow the front desk agent to do?

What source of information can be reviewed after check-out time to determine if there are unauthorized late departures?

Arrival documents

How should a front desk agent provide immediate confirmation for a room reservation?

Checking the room rack for available rooms and verifying reservations status are part of what front desk agent activity?

What is the FIRST thing that must be done in order to change a guest's reservation?

What piece of information will assist the front desk agent in determining a guest's reservation requirements?

When a group arrives, what information should be verified with the group leader?

question35 - Display Name: Which of the following statements is a guideline for responding to a group reservation enquiry?

What information should be discussed with a caller when taking a guaranteed reservation?

What is the proper way to greet a guest who is checking in?

What should the front desk agent do when explaining the cancellation policy to a guest?

The front desk agent places a wake-up call as requested by the guest but there is no answer. What should the front desk agent do?

When storing luggage, the guest’s name and number of bags is typically recorded on the claim tag. What other number should be recorded on the claim tag?

Which one of the following activities should be performed at the end of a shift?

After receiving a completed pay-out form and issuing the cash, what must the front desk agent do to complete a cash pay-out?

When completing a departures follow-up, the front desk agent finds that a guest’s credit card number is not available. What should the front desk agent do?

During check-in, the front desk agent notes that the credit card offered by the guest has expired. What action should the front desk agent take?

A front desk agent is explaining the property’s cancellation policy to a guest. What should the front desk agent include in the explanation?

What is the FIRST step in handling an unauthorized late departure?

When would a front desk agent complete the arrival document of a guest who has a reservation?

Which one of the following examples is required to keep the front desk operation current?