Quiz 6

What stage of the hotel guest cycle may involve currency

exchange?

• Pre-arrival

• Arrival

• Occupancy

• Departure

Which of the following front office activities are included in the arrival stage of the guest cycle?

• Reservation and pre-registration functions

• Reservation and registration functions

• Registration and rooming function

• Rooming and guest services functions

The telephone must be answered within __ rings

• 2

• 3

• 5

• Till the recording starts

When making a reservation, you should do all of the following, EXCEPT:

a

• If dates are not available, provide alternative dates or alternative hotels.

• Qualify if caller is part of a group by asking what brings them to the area.

• When giving rate quotes, include a description of room types and amenities.

• Explain why they are receiving the rate you give them.

What should you do if you have a guest that lost their room key?

• Ask for the guests’ name, home address or telephone number to confirm guest’s identity. Also, ask for a photo ID.

• ask the guests for the name on the room and the room number.

• Ask for the guests for name, home address or telephone number to confirm guest’s identity.

• Ask the guest for the name on the room, the room number, and the room rate.

An effective all round receptionist is

• A team player who is also able to work on their own initiative.

• A loner who works best on their own.

• An extrovert who is only effective when they work as part of a team.

• A person who is only sociable after work.

When talking to customers it is important to use nonverbal communication skills such as

• Eye contact, friendly words and smiles.

• Good posture and eye contact.

• Smiles and good posture.

• Eye contact, smiles and good posture.

A receptionist should have good communication skills so they can

• Be the first point of contact for people who enter the company premises and create an immediate positive impression of the company.

• Gossip with colleagues.

• Pass messages from one person to another.

• Write professional correspondence.

People want acknowledgement when they feel they’ve been wronged, best way to please angry guest?

• Confronting

• An apology

• Thanking

• Give attitude

A vacant room means

• A guest has checked into it and will be staying more than two nights.

• The room is available for sale.

• The room is unavailable for sale.

• The room has repairs that need to be completed before it can be sold.