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WorksheetsTS5015FP_C4&5_Provide Guest Services & Attend to Guest's Lug
Total questions: 22
Worksheet time: 14mins
Which one of the following forms should be filled out for incoming mails and parcels received for in-house guests?
Miscellaneous Form.
Guest Notification Form.
Hold for Collection Form.
Mail and Parcel Receipt Form.
Most guests prefer to use the in room safes as
it is more secure and safe.
it is available in different sizes
satisfies the guest's need for privacy and convenience
allows for long term storage even after the guest had checked out
Some guests prefer to use the lobby safes as
it is percieved to be more secure and safe.
it is available in different sizes
satisfies the guest's need for privacy and convenience
allows for long term storage even after the guest had checked out
To access the El-safes, you need
a safe deposit box card
six-digit codes.
a guest key and a master key.
a hard key
One of the differences between a lobby safe deposit box and an in-room safe is that
in-room safes are available in different sizes and hence guest rooms should be assigned accordingly .
lobby safes are also known as "El-safes" and usually have a close circuit camera installed in the room as well.
a hand-held unit will be needed to decode an in-room safe for emergency opening
the guest's identity has to be verified each time and date and time recorded each time an in-room safe is accessed.
Mr Raju has been locked out of his in-room safe, after three consecutive unsuccessful tries to open the safe. What can the receptionist do to assist Mr Raju?
Arrange for a private contractor to "break" open the safe.
Arrange for the safe to be brought to the safe supplier to decode.
Ask Mr Raju to try again using her key together with the master key, after thirty minutes
Arrange for the duty manager or security officer to use a hand-held unit to decode the security code.
The International Society for Concierges and originated in France is called
(a)
A bellman is expected to
handle luggage with care.
deliver the bags after 30 mins after the guest has checked in
carry luggage safely.
fill out a Guest Notification form when he leaves the bell counter.
What does the valet attendant issue to the guest who uses his valet services?
(a)
The Concierge must be willing to do anything by the guest even if its illegal.
True
False
In-room safes are also known as
(a)
How are unclaimed mails and parcels handled?
donate to charity
transfer the mail to Loss and Found
send parcel back to sender
surrender to the police
If the parcels and mails remain unclaimed, staff can keep the items for themselves.
True
False
Recommend the appropriate postal or courier service:
Large bunks of items needs to be sent overseas, without spending too much and speed is not an important factor.
(a)
Recommend the appropriate postal or courier service: Mr Angus needs to have a business contract sent to his local office to have it signed by the CEO. He would like it to be collected from him as the contract is confidential
(a)
The role of bellman in a Live Move is to
proceed to the room with another bellman to move the items in the guest room when the new room is available.
immediate go to the old room with the new room key and assist the guest with the luggage.
proceed to the room with a Front Desk Agent to move the items in the guest room when the new room is out.
immediately go to the new room with the room key and wait for the guest to bring his luggage to the new room
The luggage movement form is used to track the baggage movement in the hotel lobby or front desk.
True
False
Which of the following information is required on the bellman's errand card
Room number and name of guest
Guest's signature
Bellman's name and/or initial
Tip given for the errand
What document is updated when a Bellman leaves the Bell Counter?
(a)
Luggage stored and collected within (a) is considered short-tern storage
Luggage left for long term Storage must be recorded in a log book. What are the information that should be recorded?
(a)
What three pieces of information is required when guest requests for luggage assistance?
(a)
