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? Direct the guest to the room Tell the guest the room number Hand the guest a comment card Post the room charges Correct! Wrong! What is the best way to answer the telephone? Slowly and focused on performance Promptly and professionally Promptly and focused on performance Slowly and patiently Correct! Wrong! What is typically used to share information between employees, supervisors and departments? Computer card key Availability chart Folio Log book Correct! Wrong! When taking a message for a guest, what information is important to record? Time the message was delivered Gender of caller Recipient's name Recipient's telephone number Correct! Wrong! When should guest arrival documents be completed? Prior to the arrival of the guest At the time of check-in When the reservation is made After the guest has checked in Correct! Wrong! What is processed during a departures follow-up? Express check-outs Room status report Advance deposits Credit card authorization Correct! Wrong! What procedure is being following when a front desk agent gets final confirmation of a guest’s method of payment? Checking in a guest Verifying special requests Checking out a guest Establishing a zero balance Correct! Wrong! What information should the front desk agent ask for when taking a reservation? Desired check-in time Guest's complete name Reservation number Licence plate number Correct! Wrong! At check-out, a guest disputes certain incidentals on her account. What should the front desk agent do? Make the necessary adjustments Ask the guest to discuss the matter with the accounting department Refer the guest to the front desk supervisor Record the dispute in the log book Correct! Wrong! What is a bucket check? A maintenance request follow-up A verification of special features of available rooms A monthly key/card inventory A cross-reference of registration cards to the room rack Correct! Wrong! Which of the following procedures would be part of a front desk agent’s responsibilities when using a manual operational system? Printing arrival reports Using system codes Filing late departure vouchers Filing arrival documents Correct! Wrong! 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? Return it to the sender's address Forward it to the guest's address Deliver a message to the guest's home Keep it for the guest's next stay Correct! Wrong! What must be checked before making a change to the arrival date of a reservation? Availability chart Room rate Arrival time Length of stay Correct! Wrong! A guest calls to cancel a reservation. What should the front desk agent do? Determine the reason for the cancellation Offer to rebook for another time Notify the housekeeping supervisor Record the guest's name in the cancellation book Correct! Wrong! At what point are special requests communicated to appropriate departments? When the guest arrives Upon booking the reservation After assigning the rooms When a sufficient number has accumulated Correct! Wrong! A front desk agent is preparing the room list for a group. What does the front desk agent need to consider? If group members will arrive together Billing instructions Special requests Baggage handling requirements Correct! Wrong! Being willing to learn and adjusting to change are examples of which one of the following traits? Conformity Approachability Courteousness Adaptability Correct! Wrong! 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? Ask other staff members about the keys cards Refer the matter to the human resources department Report the missing key cards to the front desk supervisor Refuse to let staff members sign out more key cards Correct! Wrong! 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? Tour bus operator Group leader Travel agent Individual guests Correct! Wrong! What procedure is being followed when a front desk agent informs a group leader of outstanding charges? Facilitating an express group check-out Posting the group’s late charges Enforcing the property’s late stay policy Processing a group departure Correct! Wrong! What is a front desk agent doing when assessing and prioritizing tasks? Managing time Preparing for company advancement Following house policies Coordinating workspace Correct! Wrong! How much cash should be obtained from a guest paying for a two-night stay in a hotel? Enough for the intended stay plus one extra night Enough for a one-night stay plus a deposit for additional services Enough for a two-night stay Enough for the two nights stay plus a deposit for additional services Correct! Wrong! What should be provided to a guest who cancels her reservation? The dates available for rebooking A more competitive rate A cancellation reference number The cancellation policy Correct! Wrong! The front desk agent has recorded a message for a guest who is not available. How should the front desk agent follow up? Follow through on special requests Activate the message waiting signal on the guest's telephone Call the guest’s room until the message is delivered Record the message in the log book Correct! Wrong! What task must be completed when preparing the arrival list? Ensuring rooms are ready for occupancy Upgrading all rack rate customers Processing authorizations on credit cards Reviewing the status of reservations Correct! Wrong! A front desk agent is processing a reservation cancellation. What should the front desk agent write on the reservation card? The front desk agent’s name and the name of the caller The original arrival and departure dates The name of the front desk agent supervisor on shift at the time of the cancellation The mailing address of the caller Correct! Wrong! What does knowing about affiliated properties and their locations allow the front desk agent to do? Understand their guests Provide information to guests Provide community event information Ensure the property remains competitive Correct! Wrong! What source of information can be reviewed after check-out time to determine if there are unauthorized late departures? Log book Departure list Account records Arrival documents Correct! Wrong! Arrival documents Supply a brochure of the production Tell the guest to phone the theatre Refer the guest to another front desk agent Refer the guest to the supervisor Correct! Wrong! How should a front desk agent provide immediate confirmation for a room reservation? Send a letter to the caller Provide a number or name Authorize a credit card Record the method of payment Correct! Wrong! Checking the room rack for available rooms and verifying reservations status are part of what front desk agent activity? Preparing for arrivals Checking in a guest Processing guest accounts Blocking rooms Correct! Wrong! What is the FIRST thing that must be done in order to change a guest's reservation? Cancel the original reservation Obtain a guarantee Explain the reservation policy Verify the original information Correct! Wrong! What piece of information will assist the front desk agent in determining a guest's reservation requirements? Preference for property features Dates of stay Payment method Previous stays Correct! Wrong! When a group arrives, what information should be verified with the group leader? Departure information Guest restrictions Number of vehicles requiring parking Individuals wishing wake-up calls Correct! Wrong! question35 - Display Name: Which of the following statements is a guideline for responding to a group reservation enquiry? Refer the request to the appropriate department if unable to provide the information Provide confirmation for dates and special requests Take guest information to arrange for special billing Describe guaranteed and non-guaranteed reservations Correct! Wrong! What information should be discussed with a caller when taking a guaranteed reservation? Mailing address Billing arrangements Security procedures Departure time Correct! Wrong! What is the proper way to greet a guest who is checking in? Welcome the guest to the property Give the guest any messages being held Shake the guest's hand Offer to assist the guest with any baggage Correct! Wrong! What should the front desk agent do when explaining the cancellation policy to a guest? Obtain a signed guest agreement Provide a confirmation number Describe the penalties charged Request a security deposit Correct! Wrong! 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? Let the phone ring 10 times Have the room checked Tell the front desk supervisor Call back after 15 minutes Correct! Wrong! 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? Phone Room Flight Voucher Correct! Wrong! Which one of the following activities should be performed at the end of a shift? Verify room availability Follow up on requests Relay information updates Sign in Correct! Wrong! After receiving a completed pay-out form and issuing the cash, what must the front desk agent do to complete a cash pay-out? Calculate the exchange Balance the credit card and cash postings Authorize the transaction Post the amount to the system Correct! Wrong! 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? Call the guest at home to obtain the card number Contact the restaurant to determine if they have the guest’s card number Forward the documentation to accounting Consult the front desk supervisor Correct! Wrong! 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? Inform the guest and arrange for an alternate form of payment Apologize to the guest and confiscate the credit card Request assistance from the front desk supervisor Inform the credit card company Correct! Wrong! A front desk agent is explaining the property’s cancellation policy to a guest. What should the front desk agent include in the explanation? Applicable penalties Time of departure that must not be exceeded Final date to change the reservation Appeal procedures for late cancellation Correct! Wrong! What is the FIRST step in handling an unauthorized late departure? Have the room inspected Add late departure charges to the invoice Add late departure charges to the invoice Check to see if the room is vacant Correct! Wrong! When would a front desk agent complete the arrival document of a guest who has a reservation? Prior to the arrival of the guest When the guest checks in After the guest has checked in When the reservation is made Correct! Wrong! Which one of the following examples is required to keep the front desk operation current? Guest accounts Personal priority lists Timetables Delivery receipts Correct! Wrong!