unit 18

Reception and Accommodation services are more important than other services in the hotel. Which answer is the most important reason for this?

• Fulfils the contract between the hotel and the guest

• The first point of contact with the guest.

• The last point of contact with the guest.

• The guest uses these services the most often

Which of these reports in NOT given to Reception and Accommodation every morning?

• In-house Report

• Departures Report

• Arrivals Report

• Black List Report

Which is a specific responsibility of the Front Office in providing Reception services in the Occupancy stage?

• Constructive communication with guests to find a solution to problems

• To check that all transactions are entered incorrectly unto a guest’s folio

• Explain room and house facilities and services to guests

• All of the above

Which one of these is NOT the responsibility of Reception at Arrivals Stage?

• Registration process

• Issue of key or electronic swipe card

• Taking payment of the Room charge

• Explain room and house facilities and services to guests

What is the importance of reports showing the percentage of no shows?

• Identify no shows

• To overbook rooms to decrease the occupancy rate

• Allows the hotel to overbook rooms to stop rooms being unoccupied due to no shows.

• Enables the hotel to contact guests on the waiting list immediately a guest does not arrive at their expected arrival time.

Enables the hotel to contact guests on the waiting list immediately a guest does not arrive at their expected arrival time.What is the best way to refuse a room to a person who is on the black list of hotels?

• Refuse to sell a room and not give a reason

• Explain to the person that they are on a black list

• Refuse to sell a room by saying that the hotel is full

• Do not follow the standard operating policy on Black-list guests

Which is a key to establish good guest relations

• Unprofessional attitude

• Non-communicative

• Courteous

• Dishonesty

What does a Guest Relations Executive NOT help with?

• Complaints

• Queries

• Problems

• Room Service

What is an example of good guest services?

• Fast service in the restaurant

• Forgetting to order the wake-up call

• A long queue at Reception

• A waiter being rude to a guest

What is the impact of good guest services?

• The guest will write a bad review on a booking site

• The guest will stay at the hotel again

• The guest is unhappy with the service

• The guest does not recommend the hotel to their friends