Persuading a guest to switch his purchase decision to a more expensive product.

Cornering the guest into purchasing the product.

Selling an additional product or service to an existing customer.

Getting the guest to consider a purchase he might not have thought of.

Why is upselling important?

Enhances guest's experience in the hotel

Encourage guest to use the best accommodation that suit their needs

Enhances staff sales techniques

The proven method of convincing a guest to take up the upsell is by pointing out features and benefits. Define "Benefit"

Obvious difference between 2 products

When would an upgrade happen?

Guest is on his honeymoon and out of goodwill was offered a Suite room instead of the Deluxe room he booked

Guest was bumped to another hotel previously

Room type that the guest booked is not available

When issuing the guest's key card, which of the following should be observed?

Double check the PMS to confirm the name, room number and status of the room.

explain how to use the key card.

Show where the room number is written.

Announce the guest's room number and floor number.

Andrea noticed that the billing instructions is Room and Laundry to Company. Guest is staying for 3 nights and the room rate is $200++ and incidentals is $100 per night. How should she handle the preauthorisation or deposit amount?

Do not need to collect deposit as company is taking care of the charges.

Request billing email from guest and if unable to produce, take preauthorisation of $1100

Request billing email from guest and if unable to produce, take preauthorisation of $300

To calculate the cash deposit/preauthorisation amount, the following formula should be used:

(room rate X no of nights X 1.177)+(incidentals X no of nights)

(room rate X incidentals X no of nights

(room rate X no of nights)+(incidentals X no of nights)

(room rate X no of nights X 1.177)+(incidentals X no of nights X 1.177)

It is compulsory for guests to sign the registration card during check-in as it

provides proof of the guest’s stay and that the charges are incurred by the guest.

provides confirmation of guest’s duration of stay and departure time.

ensures that the guest’s credit card details are accurate and verified at check in.

ensures that the guest name is spelt and pronounced correctly so as not to offend the guest.

Common reasons for a sleeper situation:

cashier reinstated room account and forgets to check out after that.

guest shortened his stay without informing the front desk.

guest left the hotel without paying

guest went to neighbouring islands to stay and will return after the weekend.

How would Front Desk knows when a room is "Sleep Out"?

Guest informs FOA of his intentions in advance.

Housekeeping informs that the room is not slept in the previous day

Why do hotels overbook?

to compensate for No Shows and cancellations

to test DM's ability to pacify a guest.

Villa Mystique is running full at the moment and the Duty Manager has to “bump” a guest to another hotel. What must the Duty Manager do, when booking alternative accommodation?

Ensure that alternative hotel of similar class, rate and location is selected.

Ensure that the guest guarantees his reservation at the alternative hotel.

Ensure that the guest’s reservation at the alternative hotel is made for the original duration of his stay.

Ensure that an apology note and a token of apology is sent from the management of the alternative hotel.

Ms Moza checked into Hotel Ria and wanted to ensure that no one knows that she is staying at this hotel. What should the Front Office Agent do to ensure this request is met?

Place guest on confidential stay.

Place guest on do-not-call status.

Place guest on do-not-disturb stay.

Place guest in a room away from the elevator.

Which one of the following is an advantage of rooming a guest?

Staff can gather more information about the guest.

Makes the arrival experience more generalized.

Staff can have a conversation with the guest in the privacy of his room.

Perform immediate service recovery should there be any, prior to check-out.

Rooming can be assigned to a Front Desk Agent. After having presented the room facilities and offering hotel services, what should the Front Office Agent do?

Give directions to hotel outlets.

What action should a Front Office Assistant take if he/she encounters a situation whereby a room type booked by the guest is not available upon check-in?

Offer the guest an alternative but better room category by upselling.

Relocate the guest to another hotel.

Automatically downgrade the guest to a lower room category without informing the guest.

Linda checked Mrs Mydin into an occupied room because of some room status discrepancy in the system. What actions should Linda take to rectify this situation?

Apologise and immediately offer an alternative room of an upgraded category.

Apologise and have the Front Office Manager handle the situation.

Apologise and handle the other guest who is occupying the room first.

Apologise and upsell to an alternative room with extra amenities like chocolates.

Room view, room level, and bed types in a hotel setting are examples of

Room attendants’ requirements.

TS5015FP_C2_Check-in Guest

Authored by Liah Kamis

Specialty

Professional Development

Used 131+ times

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which phase of Guest Cycle: Identification of guest status

Arrival

Departure

Occupancy

Pre-arrival

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which phase of Guest Cycle: Choice of hotel

Arrival

Departure

Occupancy

Pre-Arrival

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which phase of Guest Cycle: Modification of registration record

Arrival

Departure

Occupancy

Pre-arrival

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

“I have been waiting for 10 minutes to speak to someone!”

Attitudinal complaint

Mechanical complaint

Service-related complaint

Unusual complaint

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

“the front desk rolled eyes and was rude”

Attitudinal complaint

Mechanical complaint

Service-related complaint

Unusual complaint

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

“The TV is not working!”

Attitudinal complaint

Mechanical complaint

Service-related complaint

Unusual complaint

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

“I have asked for towels 3 times and I still have not received them”

Attitudinal complaint

Mechanical complaint

Service-related complaint

Unusual complaint

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TS5015FP_C2_Check-in Guest

Which phase of Guest Cycle: Identification of guest status

Which phase of Guest Cycle: Choice of hotel

Which phase of Guest Cycle: Modification of registration record

“I have been waiting for 10 minutes to speak to someone!”

“the front desk rolled eyes and was rude”

“The TV is not working!”

“I have asked for towels 3 times and I still have not received them”

“It is so hot and humid in Singapore!”

“no one smiles around here”

“I did not receive my wake up call”

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