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?
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What is the best way to answer the telephone?
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What is typically used to share information between employees, supervisors and departments?
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When taking a message for a guest, what information is important to record?
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When should guest arrival documents be completed?
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What is processed during a departures follow-up?
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What procedure is being following when a front desk agent gets final confirmation of a guest’s method of payment?
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What information should the front desk agent ask for when taking a reservation?
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At check-out, a guest disputes certain incidentals on her account. What should the front desk agent do?
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What is a bucket check?
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Which of the following procedures would be part of a front desk agent’s responsibilities when using a manual operational system?
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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?
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What must be checked before making a change to the arrival date of a reservation?
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A guest calls to cancel a reservation. What should the front desk agent do?
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At what point are special requests communicated to appropriate departments?
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A front desk agent is preparing the room list for a group. What does the front desk agent need to consider?
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Being willing to learn and adjusting to change are examples of which one of the following traits?
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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?
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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?
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What procedure is being followed when a front desk agent informs a group leader of outstanding charges?
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What is a front desk agent doing when assessing and prioritizing tasks?
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How much cash should be obtained from a guest paying for a two-night stay in a hotel?
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What should be provided to a guest who cancels her reservation?
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The front desk agent has recorded a message for a guest who is not available. How should the front desk agent follow up?
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What task must be completed when preparing the arrival list?
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A front desk agent is processing a reservation cancellation. What should the front desk agent write on the reservation card?
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What does knowing about affiliated properties and their locations allow the front desk agent to do?
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What source of information can be reviewed after check-out time to determine if there are unauthorized late departures?
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Arrival documents
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How should a front desk agent provide immediate confirmation for a room reservation?
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Checking the room rack for available rooms and verifying reservations status are part of what front desk agent activity?
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What is the FIRST thing that must be done in order to change a guest's reservation?
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What piece of information will assist the front desk agent in determining a guest's reservation requirements?
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When a group arrives, what information should be verified with the group leader?
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question35 - Display Name: Which of the following statements is a guideline for responding to a group reservation enquiry?
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What information should be discussed with a caller when taking a guaranteed reservation?
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What is the proper way to greet a guest who is checking in?
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What should the front desk agent do when explaining the cancellation policy to a guest?
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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?
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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?
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Which one of the following activities should be performed at the end of a shift?
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After receiving a completed pay-out form and issuing the cash, what must the front desk agent do to complete a cash pay-out?
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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?
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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?
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A front desk agent is explaining the property’s cancellation policy to a guest. What should the front desk agent include in the explanation?
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What is the FIRST step in handling an unauthorized late departure?
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When would a front desk agent complete the arrival document of a guest who has a reservation?
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Which one of the following examples is required to keep the front desk operation current?
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