Front Desk Representative review

If a guest loses a safe deposit box key, you should:

• present the guest with a duplicate key.

• assure the guest that the property is responsible for all drilling and replacement key costs.

• remind the guest that he or she is responsible for all drilling and replacement key costs

An effective upselling technique used during the reservation process includes:

• charging the credit card used to guarantee the reservation.

• describing the features and benefits of the more expensive rooms.

• quoting the guest rack rates only.

What is a secret of a property’s success?

• Keeping out of everyone else’s way

• Being an excellent team player

• Getting your work done first, before everyone else

When guest charges are entered on computerized food and beverage point-of-sale units, they are:

• immediately posted to the profit-and-loss statement in the accounting department.

• automatically added to the corresponding guest folios.

• electronically transferred from the hotel's accounts payable ledger to the statement of cash flows for guests.

When giving directions to a guest:

• always give directions for the shortest route.

• use "right," "left," and "straight."

• use "north," "south," "east," and "west."

Employees should prepare for potential emergencies by:

• knowing their property’s evacuation routes.

• knowing their property’s emergency plan.

• both of the above.

Non-guaranteed reservations are typically held until:

• the guest arrives, regardless of the time.

• check-in time on the day of the guest's expected arrival.

• the evening of the guest's expected arrival.

What is an advance deposit?

• The confirmation number you would give a guest to guarantee his or her reservation

• An amount equal to the amount of a night’s charge that a guest pays in advance

• An amount equal to the amount of a guest’s total stay that the guest pays in advance

Express check-out should be offered to:

• guests with approved credit authorization.

• guests who prepaid with cash.

• all guests.

When making a reservation for a guest, you should:

• provide a confirmation number.

• try to upsell the guest’s reservation.

• do both of the above.