Week 1-2 Assessment All Employee Knowledge Front Desk - Fun

Jackson and Avery are excited to share news about their workplace on social media! Which of the following is the best type of content for them to post?

• A famous musician is staying at the property

• The property is hosting an upcoming event

• Roof leaks caused substantial damage to the property

Maya, Michael, and Harper are curious about what they’ll find in an MOD manual. Which of the following do you think is actually included?

• Emergency procedures

• Menus from nearby restaurants

• Employee names and phone numbers

Imagine Abigail, Aiden, and Maya are working together at a company. What important security function should all employees, including them, always remember to do?

• Watching for and reporting suspicious activity

• Changing burnt-out light bulbs in any public area

• Confronting individuals that make others uncomfortable

During a first aid class, David and Anika find a mysterious device labeled "AED." What can this device help them do?

• Reviving someone from cardiac arrest

• Removing an obstruction from a choking victim

• Injection devices used to treat severe allergies

Abigail and Oliver are discussing service animals at a hotel. Which statement is TRUE about service animals?

• They are allowed to go anywhere the guest can go

• They are required to wear an identification vest

• Owners are required to carry documentation at all times

Imagine Sophia, Luna, and Michael are working at a hotel. What is the most effective way they can turn guests into loyal fans?

• Telling guests how great it is to work for the property

• Offering guest amenities beyond that of the competition

• Building relationships with guests and making them feel important

Maya is working as a front desk agent and is helping Olivia check in. Suddenly, the phone starts ringing! What should Maya do?

• Ignore the phone and continue checking in the guest

• Ask the guest permission to briefly answer the call

• Politely tell the guest you need to answer the call

Imagine Kai is working at the front desk when a guest approaches with a complaint. What should be the very first thing Kai does?

• Contact the supervisor or manager on duty

• Apologize for the guest’s inconvenience or discomfort

• Offer multiple resolutions that are appropriate for the situation

Michael, Elijah, and Liam are helping a guest find their way around. What is the best way for them to give directions?

• Always give directions for the shortest route

• Use “right”, “left”, and “straight”

• Use “north”, “south”, “east”, and “west”

Imagine Abigail, Elijah, and Anika are guests at your hotel! What important information should any hotel employee be ready to share with them?

• Daily room rates and availability

• Directions to local restaurants

• Airport transportation alternatives