FRONT OFFICE QUIZ

1. What is the primary role of the front office department in a hotel? 

• Housekeeping

• Guest services and check-in/check-out

• Food and beverage service

• Maintenance

1. What is a “walk-in” guest? 

• A guest with a prior reservation

• A guest arriving without a reservation

• A guest using the hotel's gym facilities

• A guest with special needs

What is the Universal standard check-out time? 

• 8:00 AM

• 10:00 AM

• 12:00 PM

• 2:00 PM

Which system is commonly used by front office staff to manage reservations and guest information? 

• CRM (Customer Relationship Management)

• POS (Point of Sale)

• PMS (Property Management System)

• ERP (Enterprise Resource Planning)

What does the term “ADR” stand for in the hotel industry? 

•  Average Daily Rate

• Annual Daily Revenue

• Available Daily Rooms

• Average Duration of Residence

What should front desk staff do if a guest's room is not ready at check-in time? 

• Ask the guest to wait indefinitely

• Offer an upgrade if available

• Inform the guest there is nothing that can be done

•  Suggest the guest come back later without any compensation

• Meantime offer drinks and comp upgrade

What is the purpose of a “night audit” in a hotel? 

• To clean guest rooms

• To restock the bar

• To reconcile the day’s financial transactions

•  To perform maintenance checks

Which of the following is a key responsibility of front office staff during check-out? 

• Preparing breakfast

• Managing reservations

• Reviewing the guest’s bill and processing payments

• Scheduling housekeeping

How should front desk staff handle a request for early check-in when no rooms are available? 

• Ignore the request

• Offer to store the guest’s luggage and suggest they use the hotel amenities

• Tell the guest to come back later without any alternatives

• Cancel the guest’s reservation

What is the first step in handling a guest complaint at the front desk?

• Ignore the complaint

• Defend the hotel's policies

• Listen actively and empathize with the guest

• mediately escalate to management