Guest Relations Certification Questions and
Answers 100% Correct
Who escorts the Guest to the room? - ANSWER Bellman or Guest Relations will
escort guest to the room.
Who will answer the concierge requests in pre arrival emails? - ANSWER Guest
Relations or Concierge
What department is notified of all pre-registered and no shows? - ANSWER
Housekeeping
How do we track wake up calls? - ANSWER Jazz and Opera
How do we track guest opportunities? - ANSWER GXP
Which departments are incharge of packages? - ANSWER Security and
Concierge
What restaurant should be suggested first when dining options are requested? -
ANSWER All in-house restaurants
What is the difference between connecting room and adjointing room? -
ANSWER Connecting is joined by connecting doors; Adjoining is next to each
other but no connecting door.
, What has to be sent if guest wishes to cover the room charges with a third party
payment? - ANSWER Link for a third party payment, sirtifi
Where do you enter all maintenance requests? - ANSWER GXP
What department must be contacted after a VIP room has been assigned? -
ANSWER Housekeeping and Reception
What is Post Departure Engagement? - ANSWER When a member of the team
have a positive interaction with a guest during their stay, speak to the AFOM to
discuss sending a post-departure email or calling the guest thanking them for their
visit.
If room and tax is being paid by the group, must the Guest present a credit card? -
ANSWER Yes, for incidentals
Who is the VIP list distributed to? - ANSWER All departments
Where are guest preferences entered? - ANSWER Opera and GXP
Which guests receive in-room check in service? - ANSWER VIP 1 and 2, privacy
concerns guests, personal preference or guest request and any other reasons
deemed appropriate by GM/DOR/FOM/GRM
What is key rule to preparing a welcome card for a guest? - ANSWER It must be
handwritten.
Answers 100% Correct
Who escorts the Guest to the room? - ANSWER Bellman or Guest Relations will
escort guest to the room.
Who will answer the concierge requests in pre arrival emails? - ANSWER Guest
Relations or Concierge
What department is notified of all pre-registered and no shows? - ANSWER
Housekeeping
How do we track wake up calls? - ANSWER Jazz and Opera
How do we track guest opportunities? - ANSWER GXP
Which departments are incharge of packages? - ANSWER Security and
Concierge
What restaurant should be suggested first when dining options are requested? -
ANSWER All in-house restaurants
What is the difference between connecting room and adjointing room? -
ANSWER Connecting is joined by connecting doors; Adjoining is next to each
other but no connecting door.
, What has to be sent if guest wishes to cover the room charges with a third party
payment? - ANSWER Link for a third party payment, sirtifi
Where do you enter all maintenance requests? - ANSWER GXP
What department must be contacted after a VIP room has been assigned? -
ANSWER Housekeeping and Reception
What is Post Departure Engagement? - ANSWER When a member of the team
have a positive interaction with a guest during their stay, speak to the AFOM to
discuss sending a post-departure email or calling the guest thanking them for their
visit.
If room and tax is being paid by the group, must the Guest present a credit card? -
ANSWER Yes, for incidentals
Who is the VIP list distributed to? - ANSWER All departments
Where are guest preferences entered? - ANSWER Opera and GXP
Which guests receive in-room check in service? - ANSWER VIP 1 and 2, privacy
concerns guests, personal preference or guest request and any other reasons
deemed appropriate by GM/DOR/FOM/GRM
What is key rule to preparing a welcome card for a guest? - ANSWER It must be
handwritten.
