Front Desk Agent - Tourism HR Canada

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

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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

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

Computer card key

Availability chart

Folio

Log book

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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

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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

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What is processed during a departures follow-up?

Express check-outs

Room status report

Advance deposits

Credit card authorization

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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

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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

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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

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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

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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?

Printing arrival reports

Using system codes

Filing late departure vouchers

Filing arrival documents

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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?

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

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

Availability chart

Room rate

Arrival time

Length of stay

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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

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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

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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?

If group members will arrive together

Billing instructions

Special requests

Baggage handling requirements

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

Conformity

Approachability

Adaptability

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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?

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

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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?

Tour bus operator

Group leader

Travel agent

Individual guests

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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

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

Managing time

Preparing for company advancement

Following house policies

Coordinating workspace

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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

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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

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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?

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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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

Mailing address

Billing arrangements

Security procedures

Departure time

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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

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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

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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?

Let the phone ring 10 times

Have the room checked

Tell the front desk supervisor

Call back after 15 minutes

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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?

Phone

Room

Flight

Voucher

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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

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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?

Calculate the exchange

Balance the credit card and cash postings

Authorize the transaction

Post the amount to the system

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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?

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

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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?

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

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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?

Applicable penalties

Time of departure that must not be exceeded

Final date to change the reservation

Appeal procedures for late cancellation

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

Have the room inspected

Add late departure charges to the invoice

Check to see if the room is vacant

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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

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

Guest accounts

Personal priority lists

Timetables

Delivery receipts

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