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WorksheetsTS5015FP_C2_Check-in Guest
Total questions: 55
Worksheet time: 30mins
Which phase of Guest Cycle: Identification of guest status
Arrival
Departure
Occupancy
Pre-arrival
Which phase of Guest Cycle: Choice of hotel
Arrival
Departure
Occupancy
Pre-Arrival
Which phase of Guest Cycle: Modification of registration record
Arrival
Departure
Occupancy
Pre-arrival
“I have been waiting for 10 minutes to speak to someone!”
Attitudinal complaint
Mechanical complaint
Service-related complaint
Unusual complaint
“the front desk rolled eyes and was rude”
Attitudinal complaint
Mechanical complaint
Service-related complaint
Unusual complaint
“The TV is not working!”
Attitudinal complaint
Mechanical complaint
Service-related complaint
Unusual complaint
“I have asked for towels 3 times and I still have not received them”
Attitudinal complaint
Mechanical complaint
Service-related complaint
Unusual complaint
“It is so hot and humid in Singapore!”
Attitudinal complaint
Mechanical complaint
Service-related complaint
Unusual complaint
“no one smiles around here”
Attitudinal complaint
Mechanical complaint
Service-related complaint
Unusual complaint
“I did not receive my wake up call”
Attitudinal complaint
Mechanical complaint
Service-related complaint
Unusual complaint
While checking in Mr. Brown into Hotel X, Jeremy, the receptionist notices a comment in the system that reads "Previously mishandled. Please assign larger room for duration of stay with no additional charge." What must Jeremy do in this situation?
Upsell
Tune In
Upgrade
Cross Sell
What is upselling?
Cornering the guest into purchasing the product.
Selling an additional product or service to an existing customer.
Persuading a guest to switch his purchase decision to a more expensive product.
Getting the guest to consider a purchase he might not have thought of.
Ms. Brown checked into a superior room at Hotel K where she discovered that the shower in her room was faulty. The receptionist apologized profusely for the incident and accorded Ms. Brown an Executive Floor room in exchange, at no additional charge. What technique did the receptionist apply?
Upselling
Upgrading
Cross Selling
Suggestive Selling
Why is upselling important?
Creates more revenue
Enhances guest's experience in the hotel
Encourage guest to use the best accommodation that suit their needs
Enhances staff sales techniques
In order to upsell, one must have
glib tongue.
a great smile.
good questioning skills.
ample product knowledge.
The proven method of convincing a guest to take up the upsell is by pointing out features and benefits. Define "Benefit"
Obvious difference between 2 products
Physical difference
Unique selling point
What the guest has to gain
When would an upgrade happen?
Room type that the guest booked is not available
Guest was double roomed
Guest was bumped to another hotel previously
Guest is on his honeymoon and out of goodwill was offered a Suite room instead of the Deluxe room he booked
The FOA recommended Ms Linda the highest priced rooms first, then move to lower priced rooms when she faced resistance. What technique is she applying?
Bottom Up
Top Down
Matching.
Convincing
Huge bathroom with oversized bathtub. This is an example of a
feature.
benefit.
value.
unique selling point.
When upselling, a FOA should mention the rate first, and then offer the room by pointing its features and benefits. True or False
True
False
Which phase of Guest Cycle: Follow up on late charge
Arrival
Departure
Occupancy
Pre-Arrival
Which phase of Guest Cycle: Creation of guest history
Arrival
Departure
Occupancy
Pre-arrival
Which phase of Guest Cycle: Requesting for a duplicate key card
Arrival
Departure
Occupancy
Pre-Arrival
Which phase of Guest Cycle: Rooming the Guest
Arrival
Departure
Occupancy
Pre-Arrival
Which of these following information is mandated by law to have during check-in of guest?
credit card
passport number
business card
full name of guest
country where guest is staying
The third phase of the guest cycle is
Arrival Phase.
Departure Phase.
Occupancy Phase.
Pre-arrival Phase.
When a guest checks in and the FOA is unable to trace the reservation, this situation is called a/an
claimed reservation.
unaccounted reservation.
missing reservation.
unallocated reservation
When issuing the guest's key card, which of the following should be observed?
explain how to use the key card.
Announce the guest's room number and floor number.
Double check the PMS to confirm the name, room number and status of the room.
Show where the room number is written.
Andrea noticed that the billing instructions is Room and Laundry to Company. Guest is staying for 3 nights and the room rate is $200++ and incidentals is $100 per night. How should she handle the preauthorisation or deposit amount?
Take preauthorisation of $300.
Do not need to collect deposit as company is taking care of the charges.
Request billing email from guest and if unable to produce, take preauthorisation of $1100
Request billing email from guest and if unable to produce, take preauthorisation of $300
What is the final step of rooming a guest?
Offering services
Leave and follow up
Escorting to the room
Presenting the room facilities
Christine is checking in Mr Tan and noticed the billing instruction is "RO TO TA" and he is staying for 3 nights. Given that the details are as follows, calculate the amount of preauthorisation Christine has to take:
Room Rate : $180 nett
Incidentals : $50 per night
Round off your answer to the nearest whole number
$150
$200
$786
$800
To calculate the cash deposit/preauthorisation amount, the following formula should be used:
(room rate X incidentals X no of nights
(room rate X no of nights)+(incidentals X no of nights)
(room rate X no of nights X 1.177)+(incidentals X no of nights)
(room rate X no of nights X 1.177)+(incidentals X no of nights X 1.177)
It is compulsory for guests to sign the registration card during check-in as it
provides confirmation of guest’s duration of stay and departure time.
provides proof of the guest’s stay and that the charges are incurred by the guest.
ensures that the guest’s credit card details are accurate and verified at check in.
ensures that the guest name is spelt and pronounced correctly so as not to offend the guest.
Common reasons for a sleeper situation:
guest shortened his stay without informing the front desk.
guest left the hotel without paying
cashier reinstated room account and forgets to check out after that.
guest went to neighbouring islands to stay and will return after the weekend.
How would Front Desk knows when a room is "Sleep Out"?
Housekeeping informs that the room is not slept in the previous day
Guest informs FOA of his intentions in advance.
Double rooming is caused by staff carelessness. True or False
True
False
Why do hotels overbook?
to maintain a 100% occupancy
to test DM's ability to pacify a guest.
to compensate for No Shows and cancellations
increase customer loyalty
Upon check-in, Mrs Moda shared that she has a severe headache and would like to be left alone to rest for at least an hour. Lyn, the front desk agent recommends that she place the sign on her door knob so
no one will ring her door bell.
(a)
Elsie, the director of sales calls Anna to request for three different categories of rooms to be reserved for a site inspection at 2pm the same day. Anna should change the status of these five rooms to
Do not disturb
Confidential stay
out of order
out of service
Mr Li is supposed to check out of the hotel today but has not indicated a preferred departure time. Until he checks
out, his room should be indicated as a/an (a) room.
Anyone who wants to use a premise to operate a hotel in Singapore must obtain a certification of registration from the
Innkeepers Board.
Hotel-Keeper’s Board.
Hotels Licensing Board.
Singapore Hotel Association.
In Singapore, the legal age to check-in into a hotel is
16 years of age.
17 years of age.
18 years of age.
21 years of age.
Villa Mystique is running full at the moment and the Duty Manager has to “bump” a guest to another hotel. What must the Duty Manager do, when booking alternative accommodation?
Ensure that the guest guarantees his reservation at the alternative hotel.
Ensure that alternative hotel of similar class, rate and location is selected.
Ensure that the guest’s reservation at the alternative hotel is made for the original duration of his stay.
Ensure that an apology note and a token of apology is sent from the management of the alternative hotel.
Ms Moza checked into Hotel Ria and wanted to ensure that no one knows that she is staying at this hotel. What should the Front Office Agent do to ensure this request is met?
Place guest on confidential stay.
Place guest on do-not-call status.
Place guest on do-not-disturb stay.
Place guest in a room away from the elevator.
Which one of the following is an advantage of rooming a guest?
Makes the arrival experience more generalized.
Staff can gather more information about the guest.
Staff can have a conversation with the guest in the privacy of his room.
Perform immediate service recovery should there be any, prior to check-out.
Rooming can be assigned to a Front Desk Agent. After having presented the room facilities and offering hotel services, what should the Front Office Agent do?
Leave and follow up.
Unpack guest luggage.
Issue the key to the guest.
Give directions to hotel outlets.
A move that takes place without the presence of the guest is known as a
live move
dead move
absent move
grated move
Which one of the following Acts governs specifically the collection, use and disclosure of hotel guest information?
Hotels Act.
Innkeepers Act.
Duty of Care Act.
Personal Data Protection Act.
What action should a Front Office Assistant take if he/she encounters a situation whereby a room type booked by the guest is not available upon check-in?
Upgrade the guest to a Suite.
Relocate the guest to another hotel.
Offer the guest an alternative but better room category by upselling.
Automatically downgrade the guest to a lower room category without informing the guest.
Linda checked Mrs Mydin into an occupied room because of some room status discrepancy in the system. What actions should Linda take to rectify this situation?
Apologise and have the Front Office Manager handle the situation.
Apologise and handle the other guest who is occupying the room first.
Apologise and immediately offer an alternative room of an upgraded category.
Apologise and upsell to an alternative room with extra amenities like chocolates.
Room view, room level, and bed types in a hotel setting are examples of
Guest requirements.
Classification of hotels.
Classification of guests.
Room attendants’ requirements.
If a job is reconfigured, it means that
tasks that are of similar responsibilities are added.
an employee's job role is shifted amongst another role to align wit organisational goals
more demanding tasks that require additional training are added
the job is broken into relatively easier sub-parts.
What are the benefits of job redesign?
create agile workforce
improved employee morale
increased workload for staff
increased training costs
What are benefits of having self-service kiosks?
increased personalisation
long queues at the desk
enhanced customer satisfaction
less interaction with guests
Late check-in refers to guests checking in to the hotel
at 12 noon
between 2-6pm
after 12 midnight
between 6pm to 12 midnight
