Perform During Stay Function

The FIRST step in handling a guest’s room change request is to:

• Cancel the reservation immediately

• Check availability of alternative rooms

• Inform Housekeeping without checking availability

• Ask the guest to check rooms on their own

When a guest requests to extend their stay, the Front Office must first:

• Verify room availability for the new dates

• Extend without checking

• Ask the guest to vacate and rebook

• Transfer the request to Housekeeping

If an extra guest joins an already registered room, the Front Office should:

• Ignore the change

• Allow without documentation

• Cancel the original reservation

• Record the change and update billing

Changes in a guest’s room rate must be:

• Decided by Housekeeping

• Hidden from the guest to avoid complaints

• Informed to the guest and updated in the system

• Handled only after check-out

A complimentary room upgrade is MOST often offered when:

• The guest refuses to pay

• The hotel is overbooked in a lower category

• The guest has not made a reservation

• The guest is leaving early

Which of the following is a typical example of a special request?

• Early check-in or extra bed

• Billing on credit card

• Standard check-out at noon

• Signing the registration card

Posting guest charges in the Front Office mainly involves:

• Collecting cash from the guest every hour

• Asking the guest to calculate their own bill

• Recording expenses in the guest folio

• Transferring charges to Housekeeping

The BEST way to respond to guest queries is:

• Ignore questions and smile

• Redirect the guest to another guest

• Only answer if the query is about billing

• Give clear, accurate, and prompt information