WorksheetsFO - Reception SOPs
Total questions: 120
Worksheet time: 24mins
Name
Class
Date
1.
What information you need for registration?
a)
Guest Name, Passport/ ID No, Nationality, Date of birth, Method of paymen, Contact, Signature
b)
Guest Name, Nationality, Date of birth, Method of paymen, Contact, Signature
c)
Guest Name, Passport/ ID No, Nationality, Date of birth, Method of paymen
2.
Where do you put guest information on the registration card ?
a)
Must be kept on the File
b)
Must be entered into Smile correctly by the Front Desk
c)
Must be properly entered into Smile correctly by the Reservation cleck
3.
What do you have to reconfirm with guest, when guest do check in?
a)
Verify room preference, departure date, payment method.
b)
Verify room preference, room rate (if PAX account) and departure date
c)
Verify room preference, room rate (if PAX account), departure date and payment method.
4.
Who will have to check Registration for the last?
a)
Mus be checked and initialed by the DM/AFM/FO Supervisors
b)
Must be checked and initialed by the Recptionist
c)
Must be checked and initialed by the FO Supervisors
5.
If payment by Guest, how much you do you collect for the guarrantee ?
a)
Total RM charge include Tax and Service charge plus $50/ day
b)
Total RM charge before Tax and Service charge plus $30/ day
c)
Total RM charge include Tax and Service charge plus $30/ day
6.
What information do you check on guest credit card?
a)
Check holder name, expiry date of the card.
b)
Check holder name, signature and the expiry date of the card. Check if your bank approves that kind of credit card or not
c)
Check signature and the expiry date of the card.
7.
What should you check if guest have accommodation vouchers?
a)
Collect the voucher from the guest,
attach the voucher to the registration card.
b)
Collect the voucher from the guest,
check if the rate and number of nights
correspond with the reservation
attach the voucher to the registration card.
c)
Collect the voucher from the guest,
check if the rate and number of nights
correspond with the reservation
8.
How you block guest’s credit card?
a)
Take a verification of the credit card,
explain to Guest
b)
Sale of the credit card, explain to Guest
c)
Take a verification of the credit card
9.
Where should you keep Credit card verification transaction slip?
a)
Attach to the Registration Card and keep on the room file
b)
Submit to Accounting
c)
Put on the file
10.
What should you talk with Guest when you give RM key to him/her?
a)
Advise the guest that the Concierge will deliver their bags.
b)
Advise the guest that the Concierge will deliver their bags. Wishing him / her a pleasant stay.
c)
Wishing him / her a pleasant stay.
11.
Who do you declare guest’s information for?
a)
Declare all Guest's information from Smile and up to Police website (online)
b)
Declare Guest's information on the
police Website
c)
No need to declare Guest's information on the police Website
12.
What do you have to check if Guest request for Extra bed?
a)
Check if guest room is suitable for extra bed set up
b)
Check if HSKP can set up or not
c)
Check how many guest stay in a room
13.
What do you inform guest if they require the extra bed?
a)
Inform guest the size of extra bed
b)
Inform guest the room rate
c)
Inform guest the amount of surcharge
14.
If Guest agree to pay for the extra bed, do they have to sign to reconfirm?
a)
Yes, they have to sign to reconfirm the room rate
b)
Yes, they have to sign to reconfirm the room rate and the surchage of the extra bed
c)
No, they are not required to sign
15.
If Guest agree to pay for the extra bed, where do you adjust the rate?
a)
The staff must complete the transaction by amending the Room rate in the Reg card
b)
The staff must complete the transaction by ask guest for payment
c)
The staff must complete the transaction by amending the Room rate in the System
16.
Which department do you inform for Extra bed set up?
a)
Inform the Housekeeping Department to arrange and send one to the guest’s Room.
b)
Inform the Reservation to arrange and send one to the guest’s Room.
c)
Inform FB department to arrange and send one to the guest’s Room.
17.
When do you collect voucher if guest use voucher to stay?
a)
Upon the guest Departute, the staff must retrieve the appropriate voucher from the guest if it had not been received prior to the arrival.
b)
Upon the guest arrival, the staff must retrieve the appropriate voucher from the guest if it had not been received prior to the arrival.
c)
It must be send to Reception prior to the arrival
18.
What do you check on the accommodation voucher?
a)
Name of guests, number of person, Arrival-Departure date, RM type & number of room
b)
Name of guests, number of person, RM type & number of room
c)
Name of guests, number of person, Arrival-Departure date
19.
What do you reconfirm with guests upon check in by voucher?
a)
Reconfirm the voucher entitlements with
the guest
b)
Departure date
c)
Number of person
20.
If there is difference benefit between voucher and Guest's inform, what do you answer?
a)
Follow the benefit as per voucher f
b)
Advise the guest that we will reconfirm it with the issuing office.
c)
Follow the benefit as per voucher first and advise the guest that we will reconfirm it with the issuing office.
21.
Should you announce room rate if they stay by voucher?
a)
The contracted Room rate must never be revealed to a guest
b)
You can inform to Guest
c)
Inform guest the RACK rate
22.
Which department should you hand in accommodation voucher?
a)
All supporting vouchers must be properly attached to the registration
b)
All supporting vouchers must be properly attached to the registration and submit to
accounting after Guest check out
c)
All supporting vouchers must be
accounting after Guest check out
23.
How can you find rooming list for group check in?
a)
Check to ensure that the naming list for the group is available, if not, check in the SML system.
b)
Check to ensure that the naming list for the group is available, if not, check with reservation or contact the agent to ask for it.
c)
Check to ensure that the naming list for the group is available, contact the agent to ask for it.
24.
What should you check in a group rooming list?
a)
Check the Guest name and go through it to note if there are any requests or special mention
b)
Check the Guest name
c)
Go through it to note if there are any requests.
25.
What should you prepare for groups arrival?
a)
All the Rooms are pre-blocked in the System and remind FB for the Welcome Drinks
b)
All the Rooms are pre-blocked in the System Prepare the key for the group
c)
All the Rooms are pre-blocked in the System Prepare the key for the group and remind FB for the Welcome Drinks
26.
How should you assign room for each group?
a)
All Rooms must be allocated close to each other for easy control and serving
b)
All Rooms must be allocated far away from each other
c)
All Rooms must be allocated on the difference floor
27.
How should you prepare key for groups?
a)
One key Key-card Holder is to be prepared for each Room. Guest’s name written on the Key-card Holder.
b)
One key Key-card Holder is to be prepared for each Room. Guest’s name and Room numbers written on the Key-card Holder.
c)
Two key Key-card Holder is to be prepared for each Room.
28.
Where the group arrival, how does the REC do?
a)
Receptionist welcome guests to Hotel, offer guests to have seat, serve welcome drink while waiting for the rooms.
b)
Receptionist welcome guests to Hotel, offer guests to have seat.
c)
Receptionist offer guests to have seat, welcome drink while waiting for the rooms.
29.
Who should you confirm group information with?
a)
REC confirm group information with the tour Guests of the group all the requests if any, must be reconfirmed.
b)
REC confirm group information with the tour leader/guide
c)
REC confirm group information with the tour leader/guide and all the requests if any, must be reconfirmed.
30.
What information will you inform all member of group?
a)
Receptionists shall introduce the Hotel
facilities
b)
Receptionists shall introduce the Hotel
facilities and benefits of the guests
c)
Receptionists shall introduce benefits of the guests
31.
What Info that Rec need to get tour Leader/ Guide upon group check in?
a)
Wake-up call times, Meals time, Luggage down,
Departure time.
b)
Wake-up call times. Meals time, Luggage down, Departure time.
c)
Tour Guide phone number, Wake-up call times. Meals time, Luggage down.
32.
If groupf Leader change service group information/ inform to whom?
a)
If tour leader/guide change any arrangements during the stay, ensure that the changes are signed by the tour leader/guide and all concerned departments must be informed.
b)
If tour leader/guide change any arrangements during the stay, ensure that the changes are duly signed by the tour leader/guide
c)
If tour leader/guide change any arrangements during the stay, all concerned departments must be informed.
33.
What does REC have to clarify first before make a key if guest request?
a)
Establish if the guest wants a new key or a copy of the original key
b)
Ask Guest how many key would they need
c)
Just make the key and give to Gúets
34.
What do ou ask before make room key for guest?
a)
The REC must verify that the guest is occupying the room he / she is requesting a new key for, by matching room number, name and ID number.
b)
The REC must verify that the guest is occupying the room he / she is requesting a new key for, by asking name
c)
Ask Guest room number then make a room key
35.
In case of suspicion, what details information do you check when Guest ask for a new room key?
a)
If in any doubt, the REC must ask the guest for a room number
b)
The REC must ask the guest where is the old key
c)
If in any doubt, the REC must ask the guest for more details, such as home address, date of birth or how the reservation was made etc. and verify this information in the system.
36.
When is the old key of guest invalid?
a)
When the new key is made
b)
When it is over the time set up or the new key is made and active on the door lock
c)
When it is over the time set up
37.
Why don’t we disclose guest’s room number?
a)
To safeguard guests’ privacy and security
b)
To safeguard guests’ privacy
c)
Because Guest doén't like
38.
What do you do if someone want to contact with guest?
a)
REC will put the call through
b)
REC will ask if the caller knows the
guest’s room number and put the call through
c)
REC will ask if the caller knows the
guest’s room number, verify the name on System, and put the call through
39.
How you will explain to visitor if they want to have guest RM No?
a)
An explanation must be given that room
numbers cannot be given without the
guest’s permission
b)
An explanation must be given that is a Hotel Policy
c)
An explanation must be given that It is not secure for Guest
40.
When you allow visitor go to guest’s room?
a)
When the visitor know the room number
b)
When guest agree that visitor can come
to the room
c)
When Visitor want to come to room
41.
What do you need from Visitor if they are allow to come to Guest rooms room?
a)
ID, Pasport of Driver lisence. Take photo copy then record on the Visitor book
b)
Not nessesaảy to keep any thing
c)
ID, Pasport of Driver lisence
42.
What is ‘no show’ booking?
a)
No-show is a term used for guests who made reservations with the Hotel but did not arrive\
b)
No-show is a term used for guests who made reservations with the Hotel but did not arrive without any reason given
c)
No-show is a term used for guests who made reservations with the Hoteland inform to Hotel
43.
Who and how will you do with booking 4PM release on the over booked date?
a)
The afternoon FO Supervisor must release all non-guaranteed reservations after 16.00 hrs, inform the person in charge on Sale that booking would be released.
b)
The afternoon FO Supervisor must release all non-guaranteed reservations after 16.00 hrs
c)
The afternoon FO Supervisor inform the person in charge on Sale that booking would be released.
44.
How do you determine no-show in system?
a)
Guaranteed reservation: Email booking from Company or Travel Agent, Credit card number and expiry date as guarantee.
b)
Guaranteed reservation: Pre- payment, Credit card number and expiry date as guarantee.
c)
Guaranteed reservation: Email booking from Company or Travel Agent, Pre- payment, Credit card number and expiry date as guarantee.
45.
What do you check to make sure not be duplicated?
a)
Check booking document, as it may have duplicate bookings.
b)
Check booking document, Check the in-house guest list as it may have duplicate bookings.
c)
Check the in-house guest list as it may have duplicate bookings.
46.
After running no-show, what do you do?
a)
Registration cards for the guests, who did not arrive, with the supporting documents attached, will be kept at Rec, put Flag to RES in PMS and send message to Zalo group to remind
b)
It's not nessesary to keep
c)
Put Flag to RES
47.
What do you have to check if guest ask for extend?
a)
Receptionist have to check room availability
b)
Receptionist have to check arrival date?
c)
Receptionist have to check Departure time
48.
What do you have to check if Guest wants to extend with room is available & guest pay by themselves ?
a)
Check if there the balance, if the deposit is sufficient to cover the period of extension, a further deposit must be collected to cover the extension period.
b)
Check if there the balance, if the deposit is sufficient to cover the period of extension, a further deposit must be collected to cover the extension period. then extend the departure date in the System.
c)
Check if there the balance, then extend the
departure date in the System.
49.
What do you have to check if Guest wants to extend with room is available & booking payment by Company/TA ?
a)
Check with the guest who will pay for
extension of stay .If guest said payemt by company, advise guest that we will have to verify with the company first
b)
Check with the guest who will pay for
extension of stay .If guest said payemt by company inform Reservation to contact with Company
c)
Check with the guest who will pay for
extension of stay .If guest said payemt by company, advise guest that we will have to verify with the company first.- then inform Reservation to contact with Company
50.
Do you extend booking on the Full-house day?
a)
No, inform the caller that we will be expecting a full house on those dates.
b)
We can receive booking
c)
No, inform the caller that we will be expecting a full house on those dates. Return to Resa/Sale if caller is a loyalty Guest of TA, Co.
51.
How do you inform guest if we are full house?
a)
Inform Guest that we are full and ask whether they would like to be placed on the waiting list
b)
Ask Guest to book in another hotel
c)
Inform guest that we are full house
52.
When do you inform guest the booking status if full house?
a)
Guest must be informed immediately
b)
Guest must be informed on departure date
c)
Send the message to guest
53.
Who is given priority if full-house, In-house Guest or receive new booking ?
a)
To in-house guests who want to extend their stay over taking new reservations.
b)
To a new reservations.
c)
Give to a hight rate booking
54.
What should you observe before patrol to guest room DND?
a)
All employee must observe the room door
b)
All employee must observe the Guests
c)
All employee must observe the “Do Not Disturb” (DND) sign is on (red light on)
55.
What should you do if see DND at door?
a)
To keep silence at all times along the areas where there’s DND sign is on
b)
To enter in to the room where there’s DND sign is on
c)
To knock the door where there’s DND sign is on
56.
Who should you report?
a)
Checklist the rooms with DND signs to be submitted FO of the room status.
b)
Checklist the rooms with DND signs to be submitted to the Executive Housekeeper (EHK).
c)
Checklist the rooms with DND signs to be submitted to the Executive Housekeeper (EHK). EHK then inform FO of the room status.
57.
What time HSK call to DND room?
a)
The EHK shall call the room if the DND sign is still hanging at 18.00 hrs.
b)
The EHK shall call the room if the DND sign is still hanging at 14.00 hrs.
c)
The EHK shall call the room if the DND sign is still hanging at 12.00 hrs.
58.
What HSK will do if there is answer from DND room after 14.00 hrs?
a)
EHK shall then make report and act accordingly.
b)
HSPK shall come to clean the room
c)
Should the guest response, the EHK shall politely inquire if the guest wanted to have his/her room made. EHK shall then make report and act accordingly
59.
What HSK will do if there is no answer from DND room after 14.00 hrs?
a)
The EHK shall summon the Security Guard on Duty then go directly to the room.
b)
The EHK shall go directly to the room.
c)
HSKP can enter the room to clean it
60.
What information HSK leave for DND room without guest inside?
a)
EHK shall issue a message indicating that room was not made due to the DND sign
b)
EHK shall issue a message indicating that room was not made due to the DND sign and request the guest/s to call HK should they need the room to be made upon their return.
c)
EHK shall issue a message indicating to call HK should they need the room to be made upon their return.
61.
What information you have to get & verify upon receive Wake- up call request?
a)
Must get get the guest’s name, Room number, the requested time then verify in the System
b)
Must get get the Room number, the requested time then verify in the System
c)
Must get get the guest’s name, Room number, the requested time
62.
For Wake up call: Where you note down the guest’s request?
a)
Record on to the Wake-Up Call sheet
b)
Record on to the log book
c)
Update on to the System
63.
What do you have to do if there’s no response from guest for wake up call?
a)
Wait for 5 minutes to call back
b)
Receptionist must inform to the Manager immediately.
c)
Receptionist must inform to the Bellman
64.
If there’s no response from guest for wake up call, do DM have to procced to the room?
a)
No need to proceed wake up in the room
b)
Wait for 5 minutes and call back
c)
Once it has been confirmed that there is no response from the Room, proceed to the Room immediately.
65.
What do you talk to Guest on the Wake up call phone?
a)
“Good morning, Mr. A, this is your 6AM wake up call. Have a noce day "
b)
“Good morning, Mr. A, this is your 6AM wake up call "
c)
“Good morning, have a noce day "
66.
What do you do if there’s no answer after 3 times knock the door for Wake up call?
a)
Then open the Room with the Master Key, witnessed by the Security Guard.
b)
Then open the Room with the Master
c)
Come back later
67.
What do you do after open the door for wake up call?
a)
After opening the Room, entering the
Room to check
b)
After opening the Room, announce the
guest’s name
c)
After opening the Room, announce the
guest’s name twice before entering the
Room to check
68.
What information do you need to get for the walk - in guest ? L
a)
What type of Room is required .
Always try to sell a higher Room category
b)
What type of Room is required and
advice the guest to the Room rate.
c)
What type of Room is required and
advice the guest to the Room rate.
Always try to sell a higher Room category
69.
What do you anounce to reconfirm booking details with the Walk-in Guest ?
a)
Always reconfirm with the guest as to
the departure date and mode of payment
b)
Always reconfirm with the guest as to
the departure date
c)
Always reconfirm with the guest as to
the mode of payment
70.
Opon check in, what you proceed if guest deposit by credit card?
a)
If payment is by credit card, do verify
transaction
b)
If payment is by credit card, do Sale
transaction
c)
If payment is by credit card, Take the photo of credit card
71.
Opon check in, what you proceed if guest will pay by cash?
a)
Take a deposit with the amount excess total RM charge net
b)
Take a deposit with the amount excess total RM charge net plus $30/day for incidential charge
c)
They can pay when checking out
72.
How much is maximum amount/day if Guest wants to Cash paid out?
a)
Paid outs are only allowed up to the amount of VND 2.500.000/guest/stay
b)
Paid outs are only allowed up to the amount of VND 3.000.000/guest/day/room
c)
Paid outs are only allowed up to the amount of
VND 4.000.000/guest/stay/room
73.
How many percent do you charge for cash paid out?
a)
Post 5% bank fee charged on Guest folio
b)
Post 10% bank fee charged on Guest folio
c)
Post 15% bank fee charged on Guest folio
74.
When do you have to settle the amount ?
a)
Settle the amount by Guest credit card when guest check out
b)
Settle the amount by Guest credit card wright away
c)
It is depend on the Guest
75.
Who you have to obtain signature on the paid out receipt?
a)
Guest and Duty Manager/AFM/FOM have to sign on paid outs receipt
b)
Duty Manager / FOM have to sign on paid outs receipt
c)
Guest have to sign on paid outs receipt
76.
Do we have to issue VAT for paid out?
a)
No need
b)
Must issue VAT for all amount of paid outs
c)
Must issue VAT for Bank commission only
77.
What kind of currency you can exchange?
a)
Only currencies, listed on the currency exchange board will be accepted.
b)
The currencies, listed on VCB exchange list
c)
We can change any kind of foreign currency
78.
What do you do with the money obtained from the guest?
a)
Count the money and reconfirms the amount in question. Take the money off the counter, but still keep it visible for the guest.
b)
Take the money off the counter, but still keep it visible for the guest.
c)
Take the money off the counter
79.
Do you have to post the foreign currency into Opera?
a)
If Guest requests
b)
No need posting the foreign currency into system.
c)
Yes, MUST post the foreign currency into system.
80.
How many receipt do you print for currency exchange?
a)
Print 1 receipts
b)
Print 2 receipts
c)
Print 3 receipts
81.
Do the guest have to sign on the receipt exchange currency?
a)
No nees to obtain the guest's signature on receipt
b)
Obtain the guest's signature on 2 receipt
c)
Obtain the guest's signature on one receipt
82.
What do you do with VN currency when giving to Guest?
a)
It must be counted in front of the guest including the second receipt will be handed over to the guest,
b)
The VND including the second receipt will be handed over to the guest,
c)
The amount in VND must be handed over to the guest,
83.
What will you do first in case of dispute charge?
a)
REC will make every effort to resolve the dispute quickly and in a friendly manner, by explaining the charge, checking back-up from outlets etc.
b)
REC will check back-up from outlets etc.
c)
REC will make every effort to resolve the dispute quickly and in a friendly manner,
84.
What kind of transaction REC can rebate?
a)
REC has the authority to rebate any minor disputes such as telephone charges, minibar charges etc less than VND 400.000 to ensure total guest satisfaction
b)
REC has the authority to rebate any minor disputes such as telephone charges, minibar charges etc less than VND 300.000 to ensure total guest satisfaction
c)
REC has the authority to rebate any minor disputes such as telephone wrong charges, minibar charges (guest refuses to pay) etc less than VND 150.000 to ensure total guest satisfaction
85.
Who will solve the Dispute charge from other Dep?
a)
The disputes charges from other departments are brought to the attention of the Department Head concerned for attention and action
b)
The disputes charges from other departments are brought to Front Office Manager
c)
The disputes charges from other departments are brought to Duty Manager
86.
What will you do if dispute charge is can not be justified?
a)
REC remove the charge from the guest’s bill, but will explain that it will be investigated and that the hotel will charge the guest afterwards if it turns out that the charge was correct.
b)
REC remove the charge from the guest’s
bill, but will explain that it will be investigated
c)
REC ask Guest to pay first then investigate later.
87.
Who will you report in case of dispute charge?
a)
Duty Manager/AFM or Front Office Manager can be called for assistance.
b)
FO Supervisor, Front Office Manager can be called for assistance.
c)
Front Office Manager can be called for assistance.
88.
What do you do when Guest approach to Rec counter for checking out?
a)
Ask them if the room has been vacated or if luggage assistance is required
b)
Provide an enthusiastic greeting to all guests
checking-out.
c)
Provide an enthusiastic greeting to all guests
checking-out. Ask them if the room has been vacated or if luggage assistance is required
89.
What REC reconfirm the Guest's upon check out to avoid checking the “wrong” guest out?
a)
The Receptionist must verify the guest name
and retrieve the room key
b)
Not nessasary, just ask Guest the room number
c)
Just verify the room key
90.
What does REC do for the last minute charge upon check out?
a)
After asking the guest if he has incurred any
last minute charges such as mini-bar
b)
After asking the guest if he has incurred any
last minute charges such as mini-bar. Post
on the system if G consume
c)
HSKP will post for the Mini Bar upon check out
91.
After posting the last minute charge upon check out, what does REC do?
a)
Present the information bill to the guest, let the guest check the bill and sign on
b)
Ask Guest payment method
c)
Ask Guest sign on the bill
92.
Can REC show the room charge for Guest who is booked by Travel Agent or OTA?
a)
REC can shown to Folio with room charge to the gues
b)
For travel agent wholesale room rates, the room charge folio must not be shown to the gues
c)
In case Guest requests
93.
What REC do after Guest checking information Folio upon check out?
a)
The Receptionist will posted payment to the folio, present to the guest in the envelope provided.
b)
The Receptionist will confirm the mode of payment with the guest
c)
The Receptionist will confirm the mode of payment with the guest, posted to the folio, present to the guest in the envelope provided.
94.
When REC ask for a Guest about his/her comment about staying?
a)
During the course of the check-out ask the Hotel guest whether he enjoyed his stay at the hotel.
b)
When Guest just approach to the counter for checking-out
c)
After bit farewell with Guest.
95.
Where REC have to note if Guest mentions their concern upon check out?
a)
Note on the log book
b)
Note on the Guest's booking
c)
The guest history profile should be updated.
96.
What does REC say to Guest after finish Checking out process?
a)
Said that you look forward to seeing him/her again
b)
Thank the guest for staying at the Silk Path Hotel, wish him/her pleasant and safe trip Indicate that you look forward to seeing him/her again
c)
Thank the guest for staying at the Silk Path
Hotel Hanoi
97.
What does REC do with the check out Folio?
a)
The folio together with any supporting
documents (credit card slip, back up etc) must be attached together
b)
The folio together with any supporting documents (credit card slip, back up etc) must be attached together, check and submit to Accounting
c)
The folio must be checked and submit to Accounting
98.
What REC have to check when checking out guest payment by company?
a)
Check the correspondences to ensure that the account is correctly charged. Then ask guest to sign on the FOLIO for verification
b)
Check the correspondences to ensure that
the account is correctly charged
c)
Ask guest to sign on the FOLIO for
verification
99.
What REC do with the supporting bill if Company pay for that charge?
a)
Attach the supporting bill on the Folio that Guest sign with booking document
b)
Attach the supporting bill on the Folio then submit to Accounting
c)
Attach the supporting bill on the Folio that Guest sign with booking document then submit to Accounting
100.
Standard check out time?
a)
12.00 hrs
b)
14.00 hrs
c)
15.00 hrs
101.
How long can you flexible check out time in a not fully booked day?
a)
When the Hotel is not fully booked, Guest can stay untill 16.00hrs free of charge
b)
When the Hotel is not fully booked, one to two hours grace is normally given free of charge as a goodwill gesture.
c)
When the Hotel is not fully booked, Guest does not allow to check out after 12.00 hrs free of charge
102.
How you charge for late check out?
a)
Extension until 6.00pm will be charged 50% of the Room rate and from 6.00pm check-out will be charged full amount.
b)
Extension until 5.00pm will be charged 50% of the Room rate and from 5.00pm check-out will be charged full amount.
c)
Extension until 20.00pm will be charged 50% of the Room rate and from 20.00pm check-out will be charged full amount.
103.
What REC have to do if Guest agree to extend check out time?
a)
Then extend guest room key, then inform
HSK
b)
Key in the check-out time to the System theninform HSK
c)
Then extend guest room key, key in the check-out time to the System then inform HSK
104.
Guest want a late check out but Hotel full, what will you offer?
a)
Tactfully inform the guest that we can’t affort the request of extension due to the Hotel is running full. Offer other option like: keeping luggage or using other services.
b)
Tactfully inform the guest that we can’t affort the request of extension due to the Hotel is running full.
c)
Inform that we can not extend, Offer other option like: keeping luggage or using other services.
105.
What do you check for group departure?
a)
Check the billing instructions
b)
Check the billing instructions and ensure that all charges on the group master folio are correct
c)
Ensure that all charges on the group master folio are correct
106.
What do you do if the group Folio is not balance?
a)
Check the groups booking. If the folio is wrong, adjust accordingly.
b)
Check with the tour guide
c)
Check with Supervisor
107.
When do you have to clear the group PM Folio?
a)
Check out master folio after accounting check.
b)
Check out master folio after before Guest check out
c)
Check out master folio after all guests have settled their incidental accounts.
108.
What do you submit to accounting after group check out?
a)
The Master Folio a
b)
All supporting documents
c)
The Master Folio and all supporting
documents
109.
When you have to call guest to check for departure?
a)
At 11:30 (for 12:00 check-out time) and 30 minutes later for designated check-out time),
b)
At 12:30 (for 12:00 check-out time) and 30 minutes later for designated check-out time),
c)
At 14:00 (for 12:00 check-out time) and 30 minutes later for designated check-out time),
110.
Whom do you have to contact for RM check if there’s no answer from guest due out after check out time?
a)
Housekeeping must be contacted
b)
Reservation must be contacted
c)
F&B must be contacted
111.
What you have to check if the due out room is vacant ?
a)
Check the guest’s payment method
b)
Check the guest’s payment method and balance must be checked
c)
Check the guest’s name must be checked
112.
How do you do with the due out vacant room if there’s balance Zero?
a)
Call for the Guest
b)
Inform reservation
c)
checked out the room from the system
113.
How do you do with the due out vacant room if there’s balance is not settled?
a)
The payment method must be verified
b)
The payment method must be verified and contact with the Guest or booker
c)
Contact with the Guest or booker
114.
If the due out room is occupied & guest is not in room, what do you have to do:?
a)
A message to the guest-room must be sent, asking the guest to contact the Reception. The payment method must be checked
b)
A message to the guest-room must be sent, asking the guest to contact the Reception.
c)
The payment method must be checked
115.
If the due out room is occupied & guest is not in room, payment by Guest, what do you have to do:?
a)
If payment by Guest, ask guest comes to the Reception before returning to the room
b)
If payment by Guest, a new room-key will be made and inserted in the guest-room lock, which will disable the guest’s key in order to ensure that the guest comes to the Reception before returning to the room
c)
If payment by Guest, a new room-key will be made and inserted in the guest-room lock,
116.
If the due out room is occupied & guest is not in room, booking payment by Co, TA what do you have to do:?
a)
Check with Guest if TA, Co will pay for the guest’s extended stay
b)
Check with Reservations if TA, Co will pay for the guest’s extended stay
c)
Check with Reservations if TA, Co will pay for the guest’s extended stay by written confirmation.
117.
If the due out room is occupied & guest is not in room, hotel is fully booked, what do you have to do:?
a)
The guest’s stay cannot be extended. Ask Guest to contact the Reception.
b)
The guest’s stay cannot be extended. A message must be sent to the room, reminding the guest of the departure time and to contact the Reception.
c)
The guest’s stay cannot be extended.
118.
What do you do with the due out room but guest is in the room, what you have to do?
a)
A late departure charge must be applied and the guest must be informed. If the guest agrees, note in their Folio to post the charge,
also enter the new departure time.
Inform Housekeeping
b)
Note in their Folio to post the late charge,
also enter the new departure time.
Inform Housekeeping
c)
A late departure charge must be applied and
the guest must be informed.
119.
Who/ When do you check the VIPs Departure?
a)
Must be checked by the DM/Receptionist in the morning.
b)
Must be checked by the DM/Receptionist in the Afternoon
c)
Must be checked by the Bellman in the morning.
120.
What do you prepare for VIPs check out?
a)
Folio, all supporting bills must be prepared accuracy.
b)
Folio, all supporting bills must be prepared accuracy.
c)
Folio, all supporting bills and the related document must be prepared accuracy.
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