WorksheetsSSIHM C9
Total questions: 14
Worksheet time: 7mins
The reception department is the first point of contact for any customer arriving at the organization.
TRUE
FALSE
The reception department handle any queries or complaints and settle bill at reception counter.
TRUE
FALSE
Recognize the knowledge should be included for reception team.
Special offer
Opening hours of all outlet
The number of staff to do cleaning at that day
Service offer by other department and their prices
Identify the quality should be has by reception staff in the hotel.
A genuine smile
smart grooming
the ability to become front office manager
confident to deal with challenging customers
Why IT skill required to become front office staff at the hotel?
help them generate income
ensure they understand procedures
give them special access as a employees at the hotel
help them in daily work especially when using hotel reservation system and records
Choose the main activities of reception department at the hotel.
Managing a booking system
Maintaining customer records
Answering incoming calls and handling inquiries
Keeping the reception public area clean and tidy
Clean dirty bedroom follow standard operation procedures
(a) is when a receptionist escorts a hotel guest to their room and performs a short tour of its amenities and features.
Select the target aim to be achieved by every reception department.
customer informed of facility and services accurately
customer direct report to head of front office regarding service
customer informed of facilities and service accurately
Transactions completed discreetly to ensure guests' security
Identify the FALSE rules of reception service.
Smile
Listen carefully
Use positive language
Answering customer question while eating
A process in which a credit card is checked to ensure a certain amount of funds are available to spend known as (a) .
Choose the following items could be included in the charges when preparing customer bill.
Newspapers
Spa treatments
Breakfast, lunch and dinner
Room service and/or mini bar
A reception supervisor must plan the work of the reception team by:
Initiating and supporting handover meeting
Checking the numbers of booking for a week ahead
Summaries the number of staff turnover for every 6 month
Writing a rota that will cover a peak period such as check in & check out time
Choose the reason supervisor need to be present at handover meeting.
Check the grooming of a team
Highlighted any changes to normal services
Check any issues arising from the previous shift
Check whether the total of salary of staff are enough or not
Select the WRONG consequences may occur if reception staff not fully informed about any changes or problems.
Increase morale in a team
Increase of loyalty from the customer
A breakdown of communication, rapport and goodwill between the department
The guest will more frustrated at having to explained their problems repeatedly
