This is the nerve center of the hotel. Type your answer in CAPITAL LETTERS.

A front office personnel should always wear a smile.

• True

• False

Wearing provocative outfits are allowed as a guest service officer.

• True

• False

The following are the reasons why do guests complain, except:

• when expectations were not met

• when guests do not receive what they thought they should receive

• when guests exceed their expectations

• when guests receive a wrong order for room service.

The following are tips for dealing with complaints, except:

• try to remain calm

• complaints should always resolved quickly

• staff should be trained to deal with complaints

• no provided records of customer complaints

This type of reservation system determines availability by using manual charts, calendars, booking sheets, or room racks. Type your answer in CAPITAL LETTERS.

One of the disadvantages of a computerized system is that it needs to manually check the accuracy of information.

• True

• False

A person who travels for the sole purpose of conducting business. Type your answer in CAPITAL LETTERS.

A selling process where you start at the lowest price and then sell up to the next level to meet the customer's needs. Type your answer in CAPITAL LETTERS

A selling technique that involves selling the products by offering alternatives. Type your answer in CAPITAL LETTERS.