What should be included in the Booking Control Excel File?

Guest names, dates, and preferences

Why is it important to inform Security about guest arrivals?

To coordinate guest entry smoothly

What is a key focus for handling overcapacity situations?

Offering alternative seating options

Providing discounts to all guests

How should in-house guests be identified?

By verifying their room number and surname

By checking their dietary preferences

By discussing their preferences

By confirming their booking in advance

What details should be shared with the HK team during conversations with guests?

Name, room number, and special offers

What must Security/Concierge communicate upon guest arrival?

Guest interests and dietary needs

Arrival details and guest category

What is the role of the shift assignment?

Assign roles based on expertise

How should staff handle uncertainty about a guest’s category?

Contact the Front Desk or Concierge

Check with HK team after the shift

Note the uncertainty in the logbook

Confirm with the guest immediately

What must be verified before presenting the bill to guests?

Promotions available for the guest

How should staff handle discrepancies found on the bill?

Resolve them during the next visit

Call the guest for confirmation

What should be communicated to guests before payment?

Confirm all applicable discounts

What must be documented at the end of each shift?

Feedback, preferences, and issues

Log guest preferences and feedback

Why is it important to check discount details in the billing system?

To prevent guest dissatisfaction

How can FB staff manage guest flow effectively?

Assign staff to handle special guests

What is the main benefit of post-service reporting?

To align on future improvements

To improve the following day's operations

To personalize guest experience

What should staff do if they are unsure about a guest’s category?

Ask the Front Desk to resolve it

Resolve the issue independently

Verify using the shared guest list

What is the purpose of using a shared Zalo group?

Manage tasks across departments

Why is role assignment critical during shifts?

Ensure roles align with guest categories

What action should be taken for external pre-booked guests upon arrival?

Identify them in the Zalo group

Ensure they are categorized correctly

Verify their pre-booked details

What ensures clear communication with guests before checkout?

Inform the guest about all charges

What role does the Manager on Duty play in billing discrepancies?

To resolve all payment disputes

Assist staff in resolving issues

Direct the team for adjustments

What should Security/Concierge do once a guest’s category is confirmed?

Relay the information to FB and FO

Ignore and proceed with service

Verify dietary needs with guests

Ensure accurate categorization for discounts

Why is it important to update the guest list before the afternoon shift briefing?

To ensure accurate awareness of guest arrivals

What is the purpose of including ‘NEW’ in the last-minute booking code?

To prioritize group reservations

To track walk-in guests systematically

What should the HK team do with the most updated guest list?

Make it available across all teams

How should FB staff handle dietary requirements during pre-shift communication?

Ensure clear communication across all staff

Why should all promotions and events be communicated before the shift starts?

To assist in planning guest flow

How can staff ensure effective real-time updates during the shift?

Share updates via a centralized Zalo group

How should staff manage VIP guests during peak hours?

Allocate experienced staff for service

What is the primary visual cue for in-house guests?

Name provided by the Front Desk

Guest Control and Upselling - Part 2

Authored by Bin lee

Specialty

Professional Development

Used 4+ times

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70 questions

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MULTIPLE CHOICE QUESTION

20 sec • 1 pt

What is the guest code for Silk Path Hàng Bông guests?

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

How should contracted guests' rates be handled?

Share openly with guests

Keep them confidential

Send details to the FO team

Contact Sales Coordinator or Account Manager

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

What should staff check when receiving an inquiry for pre-booked events?

Event timings only

Guest dietary preferences

Event-specific menu

All relevant details

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

How can staff handle walk-in guests effectively?

Redirect them to another venue

Offer a standard greeting

Provide irrelevant details

Provide a brief introduction about the rooftop

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

What is the benefit of blocking seats temporarily?

To increase guest inquiries

To avoid double bookings

To confirm last-minute bookings

To finalize guest preferences

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

How should staff confirm reservations for agreed offers?

By applying the public promotion

Verify guest information upon arrival

Offer a random discount

Ensure they present required details

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

What is the main goal of real-time seating updates?

To confirm event schedules

To manage guest flow efficiently

To update promotional offers

To optimize seating arrangements

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