Name: Score:
35 Multiple choice questions
Term 1 of 35
If a guest loses a safe deposit key, you should:
remind the guest that he or she are responsible for all drilling and replacement key costs.
call the police and file a missing item report
blame the hotel staff and refuse to assist the guest
offer a free room upgrade and provide a complimentary meal
Term 2 of 35
The purpose of a bucket check(or tub check) is to :
whenever they are in a public area
verify that guest accounts are accurate
check whether there are available rooms
guest with approved credit authorization
Term 3 of 35
A guest approaches the front desk to request a room, but has not made a reservation. What
should you do?
Vips and accessible rooms
Check whether there are available rooms
Send the guest to another property
Offer the guest a discount room rate
, Term 4 of 35
Non-guaranteed reservation are typically help until:
The day before the guest's expected arrival
verify that guest accounts are accurate
Move the guest to a same-rate room, if possible
The evening of the guest's expected arrival
Term 5 of 35
If you do not know a guest's name, you should:
Refer to them by a random name each time you address them.
Ignore the guest until you find out their name.
Ask for their name repeatedly until they tell you.
Use sir or ma'am until you find out his or her name.
Term 6 of 35
When making a reservation for guests, you should:
Downgrade the guest's reservation without notice
Ignore the reservation request completely
Try to upsell the guest's reservation and provide a confirmation number
Refuse to provide a confirmation number
35 Multiple choice questions
Term 1 of 35
If a guest loses a safe deposit key, you should:
remind the guest that he or she are responsible for all drilling and replacement key costs.
call the police and file a missing item report
blame the hotel staff and refuse to assist the guest
offer a free room upgrade and provide a complimentary meal
Term 2 of 35
The purpose of a bucket check(or tub check) is to :
whenever they are in a public area
verify that guest accounts are accurate
check whether there are available rooms
guest with approved credit authorization
Term 3 of 35
A guest approaches the front desk to request a room, but has not made a reservation. What
should you do?
Vips and accessible rooms
Check whether there are available rooms
Send the guest to another property
Offer the guest a discount room rate
, Term 4 of 35
Non-guaranteed reservation are typically help until:
The day before the guest's expected arrival
verify that guest accounts are accurate
Move the guest to a same-rate room, if possible
The evening of the guest's expected arrival
Term 5 of 35
If you do not know a guest's name, you should:
Refer to them by a random name each time you address them.
Ignore the guest until you find out their name.
Ask for their name repeatedly until they tell you.
Use sir or ma'am until you find out his or her name.
Term 6 of 35
When making a reservation for guests, you should:
Downgrade the guest's reservation without notice
Ignore the reservation request completely
Try to upsell the guest's reservation and provide a confirmation number
Refuse to provide a confirmation number
