Front Office

What is the first thing a front office agent should do when a guest arrives at the hotel for check-in?

• Greet politely

• Simply glance at them

• Ask the guest to sit

• All answers are correct

When a guest arrives to check in and already has a reservation, what is the next step?

• Ask for the ID card and payment

• Provide the room key and escort the guest to the room

• Request the hotel voucher and verify it in the system

• Provide hotel information.

Name the types of ID cards, except:

• Passport

• ID card (KTP)

• ATM card

• Driver's license

What steps should be followed when checking in a guest who doesn't have a booking at the hotel?

• Ask the guest to make a reservation through an online booking platform

• Ask when the booking was made and for how many people, then offer an appropriate room; maximize upselling for the hotel’s services

• Ask the guest to contact the hotel sales number

• Provide the hotel business card

Name the sources of booking for reserving a room at the hotel

• All of the above

• Direct Reservation

• Online Travel Agent and Offline Travel Agent

• Walk-in

How would you handle a situation where a guest has a reservation but their payment has not been processed?

• Provide the room key and Wi-Fi password

• Ask the guest to fill out the registration form and request payment

• ,Assist with the guest's luggage and escort them to the room

• Request a deposit from the guest

What information should be confirmed with a guest during the check-in process?

• Reservation Details

• ID Verification:

• Payment Information

• All answers are correct

If a guest requests additional services, such as late check-out or transportation, how should this be handled?

• Check the availability and collect the payment

• Collect payment and provide the proof of payment

• Check the availability ,collect the payment and record the request

• Inform the Guest of Any Charges

Answer the following scenario:

Mr. James Ross and Mrs. Amalia Ross arrived at the hotel with her husband to make a room reservation. They will stay for 3 nights with a room rate of 700,000 per room per night. What is the appropriate way to address these guests?"

• Mr. James

• Mrs. Amalia

• Mr. Ross

• Mr. and Mrs. Ross

Answer the following scenario: Mr. James Ross and Mrs. Amalia Ross arrived at the hotel with her husband to make a room reservation. They will stay for 3 nights with a room rate of 700,000 per room per night. How much should we charge for the payment?

• IDR. 700.000

• IDR. 1.400.000

• IDR. 2.100.000

• IDR. 2.800.000