Knowledge for all Front Office Employee Part 1

What is one technique front office staff use to leave a good impression with each caller?

• Using proper grammar and diction

• Ignoring the caller's name

• Speaking in slang terms

• Answering the phone after five rings

How many rings should front office staff answer the phone within?

• One ring

• Two rings

• Four rings

• Three rings

What should front office employees do if a call is for a manager?

• Take a message immediately

• Ask the caller if they may put the manager on hold

• Put the caller on hold without asking

• Ignore the call

What should front desk employees do if they can't find a guest within one to two minutes?

• Take a message

• Transfer the call to another department

• Keep searching for the guest

• Hang up on the caller

How should front office staff end each phone call?

• Hang up first

• Say 'Goodbye'

• Ask the caller to call back later

• Thank the caller for calling

What is the role of front office staff in a property's security system?

• Clean the property

• Watch who comes in and out of the property

• Handle guest reservations

• Serve food to guests

Who can help guests meet special security needs?

• Reservationist

• Concierges

• Bell attendants

• PBX operators

What can front desk employees do to prevent dangerous situations?

• Leave the property immediately

• Engage with suspicious individuals

• Report any issues they notice

• Ignore problems they see

What is the responsibility of front office employees regarding property policies?

• Create new policies

• Ask guests to create policies

• Ignore the policies

• Enforce the policies

How should front office staff respond to guest questions about property policies?

• Avoid answering the questions

• Be familiar with the rules and respond appropriately

• Refer guests to another department

• Provide incorrect information