Front Desk Representative
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
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
