Guest Service - Front Office Knowledge

Form yang digunakan saat tamu check in adalah

• Reservation Letter

• Message Form

• Registration Card

• Trial Balance

These are the source of hotel's booking, except

• Telephone

• E-mail

• Online Travel Agent

• Telepathy

What do you call a staff who is responsible for taking internal and external incoming call?

• Telephone Operator

• Reservation Agent

• Front Desk

• Reception

What do you call an amount of money to guarantee guest's stay before their arrival?

• Cash

• Deposit/Guarantee Stay

• Bill

• Reservation money

What do you call a room which has 2 single beds?

• Twin Room

• Double Room

• Suite Room

• Family Room

Telephone Operator: .....................................

Guest: Hi, I am Diana's friend. She Stays in your hotel. Please inform her that I will pick her up today at 8 PM

• Good Morning. Ritz Carlton Resort. Front Office. What's up?

• Good Morning. Ritz Carlton Resort. Front Office. Deva speaking. How may I assist you?

• Yo! Who is this?

• What do you want?

Yang dimaksud dengan Walk-in Guest adalah

• Tamu yang berjalan

• Tamu yang suka jalan-jalan

• Tamu yang memesan kamar dan langsung menginap tanpa ada reservasi

• Tamu yang memesan kamar dengan grup

What do you call a staff who is responsible for parking guest's car or motorbike?

• Bellboy

• Valen

• Valet

• Velet

Berikut adalah informasi mengenai tamu yang harus didata saat membuat reservasi, kecuali....

• Tanggal Check in dan Check out

• Nama Ibu Kandung

• Payment type

• Contact: Mobile phone, email, etc.

What can you say when handling a guest complaint?

• I don't understand

• I do apologize for the inconvenience, sir/madam.

• whatever.