Week 1-2 Assessment All Employee Knowledge Front Desk

What type of content is appropriate for employees to post on social media?

• A famous musician is staying at the property

• The property is hosting an upcoming event

• Roof leaks caused substantial damage to the property

What information is included in an MOD manual?

• Emergency procedures

• Menus from nearby restaurants

• Employee names and phone numbers

What security function do all employees have the responsibility to perform?

• Watching for and reporting suspicious activity

• Changing burnt-out light bulbs in any public area

• Confronting individuals that make others uncomfortable

What are AED devices used for?

• Reviving someone from cardiac arrest

• Removing an obstruction from a choking victim

• Injection devices used to treat severe allergies

Which statement regarding service animals is TRUE?

• 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

What is the most effective way for employees to build guest loyalty?

• 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

What should a front desk agent do if they are checking in a guest and the phone begins to ring?

• 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

What is the first action an employee should take when approached with a guest complaint?

• Contact the supervisor or manager on duty

• Apologize for the guest’s inconvenience or discomfort

• Offer multiple resolutions that are appropriate for the situation

What is recommended when giving directions to a guest:

• Always give directions for the shortest route

• Use “right”, “left”, and “straight”

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

What information should a hotel employee, regardless of position, be able to provide to guests?

• Daily room rates and availability

• Directions to local restaurants

• Airport transportation alternatives