Which is the first report you should check at the beginning of your shift?

Arrival and Transportation report

Why should you confidential your account?

Because you will be held responsible for all work recorded under your password

Because someone will use your account

Because every one have their own account

Why you should only use your account to work?

Members of the Front Desk will be given a PMS log-in password. Your activites will be recorded

Members of the Front Desk will be given a PMS log-in password

All the Front Desk will be given 1 PMS log-in password

Can you ask others to work with your account?

No, as you will be held responsible for all work recorded under your password.

Yes, you can ask other Receptionist to help in case you are busy

Should log out your account?

Whenever you leave your workstation, log off by pressing log off.

Whenever you leave your workstation, log off it

When you finish your shift, log off by pressing log off.

Why do you need to note DONE in logbook when finished your work?

For everyone must know it had been finished

Why do you have to Log off your account?

Let all know you finish your shift

Why do you need check roster for next day?

To arrange right person, right responsibility

Information handle sharing between other shifts

What do we need to note in logbook?

All info needs to handle, and shift hand over

If you can’t finish work in your shift, what do you do for next shift?

Highly and alert for next shift

Why do you need to note DONE in logbook when finished your work?

For everyone must know it had been finished

10 steps: eye contact should always be made, with a smile and a nod 5 Steps: Greet the guest

10 steps: smile and a nod the head 5 Steps: Greet the guest

10 steps: eye contact should always be made, with a smile and a nod. Greeting by name 5 Steps: Greet the guest

Standard greeting sentence for the Guest's first arrival?

“Good Morning Sir/Ma’am, Welcome to Silk Path hotel, How may I help you?”

“Good Morning Sir/Ma’am, Welcome to Silk Path hotel?”

“Good Morning Sir/Ma’am, How are you today?”

What do we say to returning guest?

Good moring/afternoon/erverning! Welcome back

Good moring/afternoon/erverning! Welcome to our hotel

Do you escort guest to place in site that guest like to ask?

Associates, who are approached by guests inquiring about the location of a facility in the hotel, must escort the guest to the location

Not necessary, you can show them

In case you cannot escort, how many steps you should go with guest?

If, for some reason, the associate is unavailable to give escort, the associate should go with guest at least take 5 steps

If, for some reason, the associate is unavailable to give escort, ask someone escort Guest

Do you speak with guest while giving direction?

When escorting a guest, the associates always try to make conversation with the guest

How to direct a guest?

In giving directions, speak slowly. Associates must use clear and concise instructions

In giving directions, speak slowly.

In giving directions, speak out loud clear and concise instructions

What time visitor can come to guest room?

Visitor are allowed in the guestrooms from 8am to 21pm.

Visitor are allowed in the guestrooms from 9am to 20pm.

Visitor are allowed in the guestrooms from 7am to 19pm.

What kind of personal ID visitor have to show REC?

Visitors must leave their ID cards or pasport at the Front desk

It is not nessesary to leave any thing

They just come up to the room if Guest agree

When do you return visitor’s ID?

The ID cards will only be returned upon the visitors’departure from room

The ID cards will only be returned when Guest check out

The ID cards will only be returned immidiately when they come up to the Guest room

Why do you have to make copy ID of Visitor and note in book?

The ID Cards will be photocopied by the Front Desk Agents for recording purposes

It is not nessesary to take photo copy

We can show if there í any ask for

Can guest register a sharer after 21h.00?

As the law states “only registered guests are allowed on the guest floors after 21.00 hrs" so they are not allowed by law to share the same room

What is solution if visitor want to overnight in guest’s room?

Suggest Guest to buy another room, normal check in procedures will apply

There is no way if Visitor want to stay

They can stay together in a same room

How do you listen to guest when they complain?

Listen to the guest with full concentration and eye-contact, don’t interrupt

Listen to the guest with full concentration

Should you interrupt guest?

No (if you have, should say "sorry to iterrupt you")

What do you do after Guest complain?

Assess the situation if there is anything you can do to solve the problem or compensate for the inconvenience

Inform your supervisor of the complaint

Assess the situation if there is anything you can do

When Guest complain, If you do not know what should you do for guest, how you tell guests?

“Mrs. Smith, I do apologize for this unfortunate incident. Is there anything I can do to, in some way, compensate for the inconvenience caused?”

“Mrs. Smith, I do apologize for this"

“Mrs. Smith, Can you suggest me how to do now?

Who will you inform if receiving complaint?

Inform your supervisor of the complaint and the action taken

Not nessesary to inform your supervisor

How many percent of guest will back if their complaint is solved in a satisfactory way?

95% of all complaining guests will come back if the problem. Is solved at once in a satisfactory way.

70% of all complaining guests will come back if the problem. Is solved at once in a satisfactory way.

85% of all complaining guests will come back if the problem. Is solved at once in a satisfactory way.

Why do we show empathy to guest?

To affirm a customer’s feelings and indicate that you can understand their frustration

Make guest calm down and back to their room

What kind of information do you need to obtain from the guest?

Guest’s name, description of the luggage, airline name, arrival flight number and originating city.

Copy of guest passport and air ticket

What do you need to inform the Airport Lost and Found Department?

Reference code, number of luggage, color, brand, quality.

Reference code, brand, quality.

Reference code, number of luggage, color

What does Housekeeping need to provide extra for guest?

Bathroom amenities such as, razor, shaving cream, toothpaste, toothbrush…

Why are we not allowed to purchase any medicine for guests?

To protect the hotel from legal issues

Why do we need to ask guest to fill out the Exclusion of Liability?

To protect the hotel from legal issues

For health insurance confirmation

What steps to purchase any medicine for guests?

Guest must have a doctor's prescription and fills up to request medicine for. Then we ask for guest’s signature, give him/her a copy and help them to purchase

Escort guest direct to hospital

Who pays for the medicine?

Guest should pay themselves in cash or credit card

Post to guest room and settle upon check out

Why do we need to file the Exclusion of Liability?

Keep as backup to protect the hotel from legal issues

FO - SOPs chung

Authored by Bin lee

Specialty

Professional Development

Used 3+ times

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51 questions

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MULTIPLE CHOICE QUESTION

10 sec • 1 pt

How long should you attend before starting your shift?

10 minutes

5 minutes

15 minutes

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What should you get hand over from previous shift?

Read Log book & get handover the pending issue

Read Log book & get handover the Money

Get handover the pending issue

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What information receptionist should check at the beginning of your shift?

Arrivals, departures, VIPs, Flag, pending issue

Arrivals, VIPs, Flag, pending issue

Arrivals, departures, VIPs, pending issue

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What stationary and machine receptionist should check for working?

Stationary and the status of machine as Computer

The status of machine as Computer, printer

Stationary and the status of machine as Computer, printer

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What should receptionist need to take over from previous shift?

All info need to handle going on, transport report, master key.

All info need not to handle going on, transport report, master key.

Just to know

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What information Concierge team should check at the beginning of your shift?

All info need to handle going on, printing transport report,check list, posting journal, master key.

Info no need to handle going on, printing transport report,check list, posting journal, master key.

Check and working

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What stationary and equipment should Concierge team check before working?

Master key, umbrellar, luggage tag,trolley

Drink, food,

report, breakfast

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