Exam (elaborations)
Front Desk Representative questions with complete solution
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Front Desk Representative questions with complete solution
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FrontDesk
Representative
questions
with
complete
solution
A
follow
up
courtesy
call
should:
-
answer-Take
place
within
10
minutes
of
guest's
move
Active
upselling
techniques
used
during
the
reservation
process
includes:
-
answer-Describing
the
features
and
benefits
of
the
more
expensive
rooms
What
should
you
do
if
you
are
unable
to
resolve
a
guest
complaint?
-
answer-Apologize
to
the
guest
but
explain
that
there
is
nothing
you
can
do.
What
is
an
advance
deposit?
-
answer-An
amount
equal
to
the
amount
of
a
night's
charge
that
a
guest
pays
in
advance
If
you
do
not
know
a
guest's
name,
you
should:
-
answer-Use
sir
or
ma'am
until
you
find
out
his
or
her
name.
The
standard
non-discounted
rate
for
a
specific
type
of
guest
room
is
referred
to
as
the
______
rate
-
answer-Rack
When
is
it
especially
important
for
employees
on
duty
to
appear
in
uniform?
-
answer-Whenever
they
are
in
a
public
area
What
should
you
do
if
you
encounter
a
guest
in
elevator?
-
answer-speak
to
the
guest
with
respect
as
you
would
anywhere
else
on
the
property
When
giving
directions
to
a
guest:
-
answer-Use
"right,
"left",
and
"straight"
Non-guaranteed
reservation
are
typically
help
until:
-
answer-The
evening
of
the
guest's
expected
arrival
Which
of
the
following
is
recommended
personal
appearance
guideline
for
hotel
employees?
-
answer-Use
little
or
no
cologne
or
perfume
Express
check-out
should
be
offered
to:
-
answer-Guest
with
approved
credit
authorization
Employees
should
prepare
for
potential
emergencies
by:
-
answer-Knowing
the
location
of
the
nearest
fire
exit
and
Knowing
their
department's
evacuation
area
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