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WorksheetsGuest Control and Upselling - Part 2
Total questions: 70
Worksheet time: 23mins
Name
Class
Date
1.
What is the guest code for Silk Path Hàng Bông guests?
a)
HB
b)
IN
c)
CO
d)
AO
2.
How should contracted guests' rates be handled?
a)
Share openly with guests
b)
Keep them confidential
c)
Send details to the FO team
d)
Contact Sales Coordinator or Account Manager
3.
What should staff check when receiving an inquiry for pre-booked events?
a)
Event timings only
b)
Guest dietary preferences
c)
Event-specific menu
d)
All relevant details
4.
How can staff handle walk-in guests effectively?
a)
Redirect them to another venue
b)
Offer a standard greeting
c)
Provide irrelevant details
d)
Provide a brief introduction about the rooftop
5.
What is the benefit of blocking seats temporarily?
a)
To increase guest inquiries
b)
To avoid double bookings
c)
To confirm last-minute bookings
d)
To finalize guest preferences
6.
How should staff confirm reservations for agreed offers?
a)
By applying the public promotion
b)
Verify guest information upon arrival
c)
Offer a random discount
d)
Ensure they present required details
7.
What is the main goal of real-time seating updates?
a)
To confirm event schedules
b)
To manage guest flow efficiently
c)
To update promotional offers
d)
To optimize seating arrangements
8.
What should be included in the Booking Control Excel File?
a)
Daily stock updates
b)
Reservation time and table
c)
Weekly booking trends
d)
Guest names, dates, and preferences
9.
Why is it important to inform Security about guest arrivals?
a)
For record-keeping purposes
b)
To ensure a smooth welcome
c)
To enhance guest experience
d)
To coordinate guest entry smoothly
10.
What is a key focus for handling overcapacity situations?
a)
Canceling reservations
b)
Providing discounts to all guests
c)
Upselling signature dishes
d)
Offering alternative seating options
11.
What is the correct initial greeting for all guests?
a)
Ask about their preferences
b)
Greet them at the entrance
c)
Provide the menu directly
d)
Provide a courteous greeting
12.
How should in-house guests be identified?
a)
By checking their dietary preferences
b)
By verifying their room number and surname
c)
By discussing their preferences
d)
By confirming their booking in advance
13.
What should the Hàng Bông team encourage guests to do?
a)
Avoid booking tables
b)
Encourage advance bookings
c)
Promote specific dishes
d)
Provide special discounts
14.
What details should be shared with the HK team during conversations with guests?
a)
Room type only
b)
Room number and interests
c)
Dining preferences only
d)
Name, room number, and special offers
15.
How often must the sold services report be updated?
a)
Weekly
b)
Daily
c)
Every two days
d)
Before every shift
16.
What is the purpose of coding last-minute bookings?
a)
Track guest dining time
b)
Avoid guest confusion
c)
Highlight special offers
d)
Simplify guest recognition
17.
What must Security/Concierge communicate upon guest arrival?
a)
Room preferences
b)
Promotional offers
c)
Arrival details and guest category
d)
Guest interests and dietary needs
18.
What should FB staff review during pre-shift communication?
a)
Only guest feedback
b)
Guest preferences and feedback
c)
Sales performance and feedback
d)
All relevant guest information
19.
What information should the team receive before the briefing?
a)
General announcements
b)
Upcoming promotions
c)
Daily guest list
d)
Accurate reservation lists
20.
What is the role of the shift assignment?
a)
Assign random tasks
b)
Assign roles based on expertise
c)
Assign peak hour roles
d)
Plan for peak hours
21.
How should staff handle uncertainty about a guest’s category?
a)
Check with HK team after the shift
b)
Contact the Front Desk or Concierge
c)
Note the uncertainty in the logbook
d)
Confirm with the guest immediately
22.
What tool should be used for real-time updates on guest arrivals?
a)
Email updates
b)
Shared Zalo group
c)
Messaging apps like WhatsApp
d)
Real-time updates via Zalo
23.
What must be verified before presenting the bill to guests?
a)
Guest preferences only
b)
Discounts applied to the bill
c)
Promotions available for the guest
d)
All billing details
24.
How should staff handle discrepancies found on the bill?
a)
Resolve them during the next visit
b)
Inform the Manager on Duty
c)
Adjust charges during service
d)
Call the guest for confirmation
25.
What should be communicated to guests before payment?
a)
Apply new charges
b)
Confirm all applicable discounts
c)
Omit the discrepancies
d)
Discuss it with the guest
26.
What must be documented at the end of each shift?
a)
Sales performance only
b)
Log guest preferences and feedback
c)
Upselling techniques
d)
Feedback, preferences, and issues
27.
Why is it important to check discount details in the billing system?
a)
To align on future promotions
b)
To avoid billing confusion
c)
To align service quality
d)
To prevent guest dissatisfaction
28.
What should be included in the daily report before the shift starts?
a)
Special pricing policies
b)
Promotions and special events
c)
Upcoming sales events
d)
Highlight dietary restrictions
29.
How can FB staff manage guest flow effectively?
a)
By focusing on regular guests
b)
By monitoring the team closely
c)
Assign staff to handle special guests
d)
By following a clear plan
30.
What is the main benefit of post-service reporting?
a)
To improve the following day's operations
b)
To personalize guest experience
c)
To inform upselling strategies
d)
To align on future improvements
31.
What should be prioritized during peak hours?
a)
Focus on walk-in guests
b)
Allocate tasks randomly
c)
Add staff for promotions
d)
Focus on guest flow
32.
What should staff do if they are unsure about a guest’s category?
a)
Contact the HK team
b)
Ask the Front Desk to resolve it
c)
Resolve the issue independently
d)
Verify using the shared guest list
33.
What is the purpose of using a shared Zalo group?
a)
Schedule daily briefings
b)
Manage tasks across departments
c)
Ensure all tasks are logged
d)
Enable real-time updates
34.
How should team members be informed about promotions or special events?
a)
During weekly team meetings
b)
Via email after the shift
c)
During shift briefing
d)
During pre-shift meetings
35.
What should be done for VIP guests during the pre-shift briefing?
a)
Inform them after seating
b)
Highlight preferences
c)
Contact them after arrival
d)
Mention promotions proactively
36.
Why is role assignment critical during shifts?
a)
To distribute tasks evenly
b)
To streamline responsibilities
c)
To ensure staff consistency
d)
Ensure roles align with guest categories
37.
What action should be taken for external pre-booked guests upon arrival?
a)
Verify their room preferences
b)
Ensure they are categorized correctly
c)
Verify their pre-booked details
d)
Identify them in the Zalo group
38.
How often should updates be shared during shifts?
a)
Once daily
b)
As needed
c)
At least every two hours
d)
Real-time as needed
39.
What ensures clear communication with guests before checkout?
a)
Apply additional discounts
b)
Clarify the pricing structure
c)
Review all policies
d)
Inform the guest about all charges
40.
What role does the Manager on Duty play in billing discrepancies?
a)
To resolve all payment disputes
b)
Assist staff in resolving issues
c)
Direct the team for adjustments
d)
Take the final decision
41.
What should Security/Concierge do once a guest’s category is confirmed?
a)
Ignore and proceed with service
b)
Relay the information to FB and FO
c)
Verify dietary needs with guests
d)
Ensure accurate categorization for discounts
42.
Why is it important to update the guest list before the afternoon shift briefing?
a)
To align weekly schedules
b)
To confirm dining preferences
c)
To plan promotional activities
d)
To ensure accurate awareness of guest arrivals
43.
What is the purpose of including ‘NEW’ in the last-minute booking code?
a)
To prioritize group reservations
b)
To simplify guest recognition
c)
To identify new guests easily
d)
To track walk-in guests systematically
44.
What should the HK team do with the most updated guest list?
a)
Share it post-shift
b)
Send it to Security only
c)
Print it for all departments
d)
Make it available across all teams
45.
How should FB staff handle dietary requirements during pre-shift communication?
a)
Ignore them unless requested
b)
Discuss them after briefing
c)
Highlight specific allergies
d)
Ensure clear communication across all staff
46.
Why should all promotions and events be communicated before the shift starts?
a)
To review daily performance
b)
To ensure smooth operations
c)
To align guest expectations
d)
To assist in planning guest flow
47.
What is the main role of post-service reporting for staff?
a)
Document only guest issues
b)
Prepare for the next shift
c)
Log successes in the system
d)
Provide actionable insights
48.
How can staff ensure effective real-time updates during the shift?
a)
Use personal messages
b)
Update the Zalo group
c)
Call team members individually
d)
Share updates via a centralized Zalo group
49.
What should be prioritized when handling external walk-in guests?
a)
Offer standard menus
b)
Recommend promotions directly
c)
Focus on their preferences
d)
Personalize their experience
50.
How should staff manage VIP guests during peak hours?
a)
Assign regular roles to staff
b)
Discuss alternative seating
c)
Offer them standard service
d)
Allocate experienced staff for service
51.
What is the primary visual cue for in-house guests?
a)
Room type provided by guests
b)
Room number or key card
c)
Dietary preferences
d)
Name provided by the Front Desk
52.
What should be done before the shift for in-house guests?
a)
Check the guest’s meal preferences
b)
Update their room number and applicable promotions
c)
Prepare a personalized greeting
d)
Ensure the guest list is updated
53.
What tag should be added in the POS for in-house guests?
a)
“IN-HOUSE GUEST”
b)
“IN-HOUSE”
c)
“ROOM-GUEST”
d)
“ROOM-ONLY”
54.
How are guests from Silk Path Hàng Bông visually identified?
a)
Room key cards
b)
Room number provided by guests
c)
Name provided during reservation
d)
PMS verified information
55.
What system should staff use to verify Silk Path Hàng Bông guests?
a)
Restaurant system
b)
Front Desk or PMS system
c)
Check the concierge log
d)
PMS of HB
56.
What POS tag should be used for Silk Path Hàng Bông guests?
a)
“HB GUEST”
b)
“SILK PATH”
c)
“HB-SPECIAL”
d)
“SILK PATH HÀNG BÔNG”
57.
How can external guests be visually identified?
a)
By their reservation number
b)
By the walk-in status
c)
By their room number
d)
By their lack of room key
58.
What should be checked for pre-booked external guests?
a)
Their dietary requirements
b)
If they qualify for discounts
c)
Their seating preference
d)
Reservation status and booking details
59.
What POS tag should be used for external guests?
a)
“EXTERNAL-Walk-in”
b)
“EXTERNAL-ABC TA”
c)
“EXTERNAL-GUIDE”
d)
“EXTERNAL-Walk-in or EXTERNAL-TA”
60.
Why is it important to differentiate guest categories?
a)
To simplify the billing process
b)
To ensure guests receive appropriate promotions
c)
To comply with restaurant policies
d)
To ensure seamless guest service
61.
How should walk-in external guests be tagged in the POS?
a)
“EXTERNAL-Guest”
b)
“EXTERNAL-AGENT”
c)
“EXTERNAL-GUIDE”
d)
“EXTERNAL-Walk-in”
62.
What information should be attached to the tag for external guests?
a)
Dietary preferences
b)
Travel agent name
c)
Seating preference
d)
Referrer name or travel agent name
63.
What is the purpose of the “IN-HOUSE” tag in the POS system?
a)
To distinguish in-house and external guests
b)
To apply the correct promotions
c)
To record guest feedback
d)
To ensure proper billing and service
64.
What is the main benefit of verifying guest status through the Front Desk?
a)
To offer standard services
b)
To apply relevant discounts
c)
To differentiate VIP guests
d)
To confirm guest eligibility for discounts
65.
Why should reservations for external guests be confirmed upon arrival?
a)
To verify booking status
b)
To determine their dining preferences
c)
To prioritize VIP guests
d)
To improve customer satisfaction
66.
What system should staff check for Silk Path Hàng Bông guest details?
a)
Reservation log
b)
Guest’s room reservation system
c)
Shared email lists
d)
POS system updates
67.
How should staff handle a guest without a room key or reservation?
a)
Tag them as in-house
b)
Tag them as external
c)
Offer standard promotions
d)
Verify their booking category
68.
What should be included in the guest list update before the shift?
a)
The guest’s preferences
b)
Room numbers and applicable promotions
c)
Applicable discounts
d)
Name, room number, and promotions
69.
How should travel agency guests be tagged in the POS?
a)
“EXTERNAL-GROUP”
b)
“EXTERNAL-TA”
c)
“EXTERNAL-WALK”
d)
“EXTERNAL-ABC TA or EXTERNAL-GUIDE”
70.
Why is it important to update the POS with accurate tags?
a)
To improve system aesthetics
b)
To align pricing with guest eligibility
c)
To avoid confusion during billing
d)
To ensure accurate billing and service
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