Hotel Sim - Customer Service

Today, most travelers book reservations:

• online

• by phone

• in person

• by mail

Which of the following is NOT an example of a third-party reservation site?

• priceline.com

• kayak.com

• hyatt.com

• expedia.com

When a hotel must "walk" a guest, the hotel:

• Has overbooked and cannot provide a room

• Can provide a room for a walk-in guest

• Cannot provide the type of room requested

A property management system (PMS) is:

• Software that manages property security and surveillance

• Software that aids communication by the front desk and manages day-to-day accounting

• Software that tracks employee promotions and reviews

In the event that a hotel has overbooked and cannot provide a room for a guest with a reservation, most hotels will:

• Ask the guest to find another hotel

• Apologize but do nothing else

• Pretend it didn't receive the reservation

• Find the guest another hotel and pay for the guest's transportation and first night's stay (CORRECT)

Most issues concerning the hotel will likely be communicated through:

• concierge

• public relations

• front desk

• engineering

Although hotels let third-party sites sell inventory for them, they do not need to pay those third-party sites a fee.

• true

• false

The night auditor is responsible for:

• Daily accounting records

• Late check-ins

• Front-desk operations

• all of these options

Larger hotels rarely have security to assist the night auditor.

• true

• false

Room rates at a hotel can vary depending on:

• time of year

• front desk associate's mood

• time you check in

• all of these options