WorksheetsSPA Quiz 3
Total questions: 26
Worksheet time: 20mins
What time can guests check-in, unless otherwise noted?
2:00 PM
9:00 AM
3:00 PM
12:00 PM
Which of these are NOT a part of the guest check-in process?
Ensure the current date matches the check-in date in StarRez
Walk the guest to their room
Instruct guest how to use their key card
None of the above
A guest calls at 9:30pm and is locked out, who is responsible for handling the lockout?
Campus Police
Pro-Staff on call
The locksmith
The SPA on call
What is an "Entry" in StarRez?
An event
A group
An person
All of the above
Which of the following do you NOT need when making room assignments?
StarRez
The key packets
List of guests names, gender, dates, room type
Floor plan
Which of these are NOT values of Carnegie Mellon University Conference & Event Services?
Risk Management
Innovation
Creativity
Sustainability
Which of these are duties you will be expected to do as a SPA?
Receive and record financial transactions in Stever
Provide excellent customer service
Contact campus service providers
All of the above
What is the Stever Satellite Office phone number?
412.628.4101
412.867.5309
412.268.1125
412.268.4101
In StarRez, you can find a room assignment under...
Details
Bookings
Enrollment
Communication
If you are unable to work a shift, what should you do?
Find a substitute and notify Dallas/Pro-Staff
Tell a Pro Staff member so they can find a substitute
Nothing, it's okay if one shift isn't covered
Tell another SPA that you can't work
What should you do if you need to leave the Stever Office unattended for a few minutes?
Put the petty cash in the safe
Lock the office doors and take the key with you
Put up the "Be back in 5 minutes" sign
All of the above
Which of these are minor violations of your performance accountability standards?
Improperly answering the phone
Missed shift
Sleeping on duty
Misuse of master key
If there is a red alert tag on a guest's key packet...
Tell them their room is not ready yet
Do not give the key packet to the guest until they pay
Let them know they need to pay before they leave campus
None of the above
You can collect payment via what method(s) in the Stever Office
Check
Cash
American Express
All of the Above
If a guest purchases an additional nights stay, where do you record this in StarRez?
Bookings
Details
Comments
Transactions
A Pre-College student is locked out at 7:00pm, who is responsible for letting them back in?
On-call SPA
Campus Police
Pro-Staff member on-call
None of the above
Which of the following are provided to guests with linen service?
Hangers
Towels
Robe
Hair dryer
If a guest calls/visits the Stever Office asking for toothpaste...
Print out directions to the nearest location to buy toothpaste
Tell them we don't have any
Verbally provide guest with directions to the nearest location where they can get toothpaste
All of the above
If you think you have completed all tasks for the day you should...
Wait patiently for someone to assign me a new task
Pack up and go home
Check in with Pro-Staff
Talk to another SPA while they work on their tasks
When do you need to submit your hours in Workday?
By midnight every Sunday
On the 1st and the 15th of the month by 5:00 PM
At the end of every day you work
Every Friday by 5:00 PM
Which of the following facility issues is reason enough to move a guest to a new room?
Coffee spill on carpet
Bathroom is out of toilet paper
Toilet overflowing
Broken blinds
What do you do if a guest calls at 2:00 PM to report that their suite is out of toilet paper?
Retrieve toilet paper from Stever storage room and promptly deliver to the guest, then place an FMS work order & log it on the Google Sheet
Email Facility Coordinator for that building
Place FMS work order to replenish toilet paper
Call Pro-Staff member associated with the conference
When should you post a charge under a guest's Transactions tab in StarRez?
When guest pays with cash and the transaction is approved
When guest pays with credit card and the transaction is approved
When guest pays with check and the transaction is approved
All of the above
What status do you move a guest to when they have checked out?
Reserved
History
Attendee
In Room
What steps do you take to complete a transaction?
Make a charge in StarRez
Make a transaction in StarRez
Add the transaction to the CES Google Sheet
Email Dawn with Finance
What are some steps that you should consider when diffusing a situation with a difficult customer?
Don’t overpromise
Don’t interrupt
Offer alternatives
Get as much information as possible
