Accommodation Reception Services Quiz

What is the first step in the reservation procedure for a guest?

• Ask for payment information

• Check the weather forecast

• Book the room

• Check availability of rooms

What are some common guest services provided at the accommodation reception?

• Room service

• Laundry facilities

• Car rental

• Some common guest services provided at the accommodation reception include check-in, key distribution, concierge services, luggage storage, and information about the local area.

How should accommodation reception staff handle guest complaints?

• Blame the guest for the issue and refuse to help

• Argue with the guest and defend the hotel's actions

• Ignore the guest and hope the problem goes away

• Listen to the guest, empathize, apologize, and resolve the issue

What information is typically collected during the reservation procedure?

• Guest's favorite color, shoe size, and hair length

• Number of pets, favorite food, and preferred vacation destination

• Guest's name, contact information, date of arrival and departure, room preference, and payment details

• Mother's maiden name, social security number, and credit card PIN

What should reception staff do if a guest requests a late check-out?

• Ignore the request and proceed with regular check-out time

• Check the hotel's policy and accommodate if possible

• Charge the guest extra for late check-out

• Tell the guest late check-out is not allowed

What is the purpose of a room inspection during the check-out procedure?

• To count the number of windows in the room

• To check the weather forecast for the day

• To see if the room needs to be vacuumed

• To ensure the room is left in good condition and to identify any damages or missing items.

How can accommodation reception staff enhance guest experience?

• By providing personalized and attentive service, anticipating guest needs, and offering local recommendations and assistance.

• By refusing to offer any local recommendations or assistance

• By providing generic and impersonal service

• By ignoring guest requests and complaints

What should reception staff do if a guest expresses dissatisfaction with their room?

• Argue with the guest and defend the room

• Apologize, listen to the guest's concerns, and offer a solution or alternative room.

• Tell the guest it's not your problem and they should talk to someone else

• Ignore the guest and hope they stop complaining

What should reception staff do if a guest requests a wake-up call?

• Ignore the request and let the guest wake up on their own

• Check the hotel's policy and accommodate if possible

• Charge the guest extra for a wake-up call

• Tell the guest wake-up calls are not allowed

What is the purpose of providing a welcome drink to guests upon arrival?

• To save money on the hotel's expenses

• To make the guest feel valued and welcomed

• To discourage the guest from staying at the hotel

• To limit the guest's access to other hotel services