WorksheetsFront Desk
Total questions: 61
Worksheet time: 2hrs 11mins
What is an advanced deposit?
An amount equal to the amount of a guest's total stay that the guest pays in advance
An amount equal to the amount of a night's charge that the guest pays in advance
The confirmation number you would give a guest to guarantee his or her reservation
The standard, non discount rate for a specific type of guest room is referred to as the _____ rate
Business
Day
Rack
Reservations involving _______ should be pre blocked.
Accessible rooms
VIPS
Both
If you do not know a guest's name, you should:
Use Mister or Miss
Politely ask the guest for his or her name
Use Sir or Ma'am until you find out his or her name
When guest charges are entered on computerized food and beverage point of sale (POS) units, they are:
Immediately posted to the profit and loss statement in the accounting department
Electronically transferred from the hotel's accounts payable ledger to the statement of cash flows for the guests
Automatically added to the corresponding guest folios.
Employees should prepare for potential emergencies by:
Knowing their property's evacuation routes
Knowing their property's emergency plan
Both
Non guaranteed reservations are typically held until:
The guest arrives, regardless of the time
By the evening of the guest's expected arrival
Check in time on the day of the guest's expected arrival.
Which of the following is a recommended personal appearance guideline for hotel employees?
Wear inexpensive jewelry
Wear popular colognes or perfumes
Use little or no cologne or perfume
Telephone calls should be answered within how many rings ?
One
Three
Five
Which of the following should employees do when using the property's facilities?
Remember that guests' use of the facility should always come first
Follow property guidelines when booking or using facilities
Both
What is typically included on a shift checklist?
Guest profile information for expected arrivals
Reminders of important tasks that need to be performed during each shift
A listing of the expected departures of the day
The purpose of a bucket check or (tub check) is to:
Verify the number of guests in the hotel
Make sure that all cash receipts are accounted for
Verify that guest accounts are accurate
When is it especially important for employees on duty to appear in full uniform?
When in the presence of coworkers
Whenever they are in a public area
During peak business hours
What procedure should you follow if a guest asks for a replacement key?
Politely ask for the guest's identification and ensure the guest is registered to the room
Only offer replacement keys to loyalty program members
Require the guest to sign his or her name on a form requesting access and compare to the signature on his or her credit card
When giving directions to a guest:
Use "North" "South" "East" and "West"
Always give directions for the shortest route.
Use "right" "left" and "straight"
What is a secret of a property's success?
Getting your work done first, before everyone else
Keeping out of everyone else's way
Being an excellent team player
When making a reservation for a guest, you should:
Try to upsell the guest's reservation.
Provide a confirmation number.
Both
When speaking to a guest, you should?
Invite the guest to join you for a drink or a bite to eat after your shift ends.
Inquire whether the guest is enjoying his or her stay.
Make sure the conversation lasts longer than two minutes
An effective upselling technique used during the reservation process includes:
Describing the features and benefits of the more expensive room.
Quoting the guests the rack rates only
Charging the credit card used to guarantee the reservation.
Which of the following room inventory terms describes a room for a guest who wants to check in early?
A early make up
Same day
Block
Which of the following might be a consequence of NOT reconciling a room status?
Finding that guests have gone over their credit limits.
Checking arriving guests into occupied or dirty rooms
Guests disputing charges to their accounts with their credit card company.
What should you do if you are unable to resolve a guest complaint?
Apologize to the guest but explain that there is nothing you can do
Challenge the guest to come up with a fair solution
Immediately contact your manager.
What should you do if a guest approaches while you are filing paperwork?
Stop filing and assist the guest.
Assist the guest after you have finished filing.
Ask a coworker to help the guest.
Express check out should be offered to:
Guests with approved credit authorization
Guests who prepaid with cash
All guests.
A follow up courtesy call should:
Take place within a day of a guest's move
Take place within 10 minutes of a guest's move
Take place the day of the guest's check out.
When giving change to a guest, you should:
Begin with the smallest denominations.
Count the change out loud in front of the guest
Use funds from petty cash.
What should you do if you encounter a guest in the elevator?
Respect the guest's privacy and leave him or her alone
Speak to the guest as you would anywhere else in the property: with respect
Insist on escorting the guest to his or her destination
When blocking guest room for group arrivals:
Make sure the rooms you book are scattered throughout the hotel, so the group won't disturb other guests
Move other registered guests from their rooms if necessary so the group's rooms are all together
Block rooms on the same floor or in the same area, if possible
When there is a problem with a guest's room:
Move the guest to the highest priced room at the property
Send your manager to the room with a bottle of wine to make up for the problem.
Move the guest to a same rate room, if possible
If the guest loses a safe deposit box key, you should:
Present the guest with a duplicate key
Remind the guest that he or she is responsible for all drilling and replacement key costs
Ensure the guest that the property is responsible for all drilling and replacement key costs
Practicing good personal hygiene is an important part of a creating a professional appearance.
True
False
Some properties may require you to leave your cell phone in
A cubby hole in the front office
Your locker or another secure location
The employee breakroom
An urgent need is one that can be scheduled for repair at a later time.
True
False
Your property's uniform guidelines likely include which guideline?
Add additional accessories to show personality.
Wash your uniform monthly.
Be sure your shoes are clean and in good repair
MOD stands for?
Measure of data
Manual of disturbance
Manager of duty
When using social media, you must always respect the privacy of every employee and guest of the property.
True
False
Only give directions that take guests through safe areas.
True
False
Danger signs are yellow and black signs and used only in areas where there is an immediate hazard.
True
False
An example of an emergency that affects the whole property is a(n)
Food service employee burning himself in the kitchen o
Maintenance employee falling off a ladder
Approaching hurricane
When lifting items, use your leg muscles, and keep the item close to your body.
True
False
Which is a way you can improve the service you give to guests?
Be honest with how you feel about the property.
Warn guests if a dish in the restaurant is not very good
Be polite at all times
You can protect yourself from bloodborne pathogens by
Covering open wounds with a bandage at all times while at work
Washing your hair once a day
Wearing shoes with rubber soles
When serving guests with disabilities, lodging employees should
Ask whether assistance is needed before providing it
Know that special assistance is needed before providing it
Ignore the guest's disability
Guests counts on employees to practice good key control.
True
False
It is acceptable to pet a service animal or offer it a treat
True
False
For many guests, a front desk representative is their first contact with the property.
True
False
Why is it important for front desk representatives to know about guestroom equipment and amenities.
If they don't tell guests about those conveniences, guests may never find out about them.
They are responsible for repairing guestroom equipment and restocking amenities
They can earn commissions and bonuses for selling amenities to guests.
Guests who are not checking on the current day are called stayovers
True
False
A front desk computer system that combines functions such as reservations, check-in, check-out, room assignment, and room rate and status management is called a
Property management system
Point of sale system
Local area network
A room inventory term that refers to a specific number of rooms set aside for members of a group planning to stay at the property is called a block
True
False
Logbooks are useful for passing information to different shifts at a property, but they are not legal documents, as they are not drawn up by an attorney.
True
False
If a line begins to form while you are busy checking in a guest, what should you do?
Ignore everyone except the guest you are assisting
Ask a nearby bell attendant to help out behind the desk
Welcome guests joining the line with a nod or smile.
A folio is a statement of all transactions affecting the balance of a guest's account.
True
False
Replacement guestroom keys should be given only to registered guests and their families
True
False
If there is a problem with a guest's room, the guest should be moved to a higher rate room at no additional cost.
True
False
A guest presents a credit card at check-in that is not approved or authorized by the credit card company. How should you handle the situation?
Politely ask the guest for another card or another form of payment
Ask the guest to consider staying at another property
Quietly call security in case the guest becomes disruptive
A late charge is
A fee charged to guest who checks in late
A fee charged to a guest who checks out late
Guest charge that doesn't reach the front desk until after the guest has checked out
Which guests would not be able to use an express check-out service?
Credit card guests with approved credit authorization
Guests with a balance who are paying by cash or check
Approved direct-bill customers
You should coordinate VIP arrival time with the housekeeping department.
True
False
A guest approaches the front desk to request a room but has not made a reservation. What should you do?
Check whether there are available rooms.
Sell the guest a reserved room
Offer the guest a discount room rate
You should repeat a guest's room number out loud twice to be sure that they know which room is theirs.
True
Fasle
