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WorksheetsFO - SOPs chung
Total questions: 51
Worksheet time: 9mins
Name
Class
Date
1.
How long should you attend before starting your shift?
a)
10 minutes
b)
5 minutes
c)
15 minutes
2.
What should you get hand over from previous shift?
a)
Read Log book & get handover the
pending issue
b)
Read Log book & get handover the
Money
c)
Get handover the pending issue
3.
What information receptionist should check at the beginning of your shift?
a)
Arrivals, departures, VIPs, Flag,
pending issue
b)
Arrivals, VIPs, Flag, pending issue
c)
Arrivals, departures, VIPs, pending issue
4.
What stationary and machine receptionist should check for working?
a)
Stationary and the status of machine as
Computer
b)
The status of machine as Computer, printer
c)
Stationary and the status of machine as
Computer, printer
5.
What should receptionist need to take over from previous shift?
a)
All info need to handle going on, transport report, master key.
b)
All info need not to handle going on, transport report, master key.
c)
Just to know
6.
What information Concierge team should check at the beginning of your shift?
a)
All info need to handle going on, printing transport report,check list, posting journal, master key.
b)
Info no need to handle going on, printing transport report,check list, posting journal, master key.
c)
Check and working
7.
What stationary and equipment should Concierge team check before working?
a)
Master key, umbrellar, luggage tag,trolley
b)
Drink, food,
c)
report, breakfast
8.
Which is the first report you should check at the beginning of your shift?
a)
shift check list
b)
Arrival and Transportation report
c)
check number of guests
9.
Why should you confidential your account?
a)
Because you will be held responsible for
all work recorded under your password
b)
Because someone will use your account
c)
Because every one have their own account
10.
Why you should only use your account to work?
a)
Members of the Front Desk will be
given a PMS log-in password
b)
All the Front Desk will be given 1 PMS log-in password
c)
Members of the Front Desk will be
given a PMS log-in password. Your activites will be recorded
11.
Can you ask others to work with your account?
a)
Yes, you can ask other Receptionist to help in case you are busy
b)
No, as you will be held responsible for
all work recorded under your password.
c)
Some time you can do
12.
Should log out your account?
a)
Whenever you leave your workstation,
log off by pressing log off.
b)
Whenever you leave your workstation,
log off it
c)
When you finish your shift,
log off by pressing log off.
13.
Why do you need to note DONE in logbook when finished your work?
a)
For everyone must know it had been finished
b)
Take note
c)
To clear the information
14.
Why do you have to Log off your account?
a)
For security and avoid mistake
b)
No one can use your account
c)
Let all know you finish your shift
15.
Why do you need check roster for next day?
a)
To arrange right person, right responsibility
b)
Just to know
c)
To assign day off
16.
What is Logbook?
a)
Information handle sharing between other shifts
b)
To write down ideal
c)
To handle complain
17.
What do we need to note in logbook?
a)
All info needs to handle, and shift hand over
b)
Guest's story
c)
Guest's experience
18.
If you can’t finish work in your shift, what do you do for next shift?
a)
Highly and alert for next shift
b)
No need to record
c)
Call your leader
19.
Why do you need to note DONE in logbook when finished your work?
a)
For everyone must know it had been finished
b)
For fun
c)
Take note
20.
Greeting rule?
a)
10 steps: smile and a nod the head
5 Steps: Greet the guest
b)
10 steps: eye contact should always be
made, with a smile and a nod
5 Steps: Greet the guest
c)
10 steps: eye contact should always be
made, with a smile and a nod. Greeting by name
5 Steps: Greet the guest
21.
Standard greeting sentence for the Guest's first arrival?
a)
“Good Morning Sir/Ma’am, Welcome to Silk Path hotel, How may I help you?”
b)
“Good Morning Sir/Ma’am, Welcome to Silk Path hotel?”
c)
“Good Morning Sir/Ma’am, How are you today?”
22.
How your attitude when welcome guest?
a)
Light smiling and profession
b)
Nonchalant face
c)
Depend on emotion
23.
What do we say to returning guest?
a)
Good moring/afternoon/erverning! Welcome back
b)
Welcome to Silk Path hotel
c)
Good moring/afternoon/erverning! Welcome to our hotel
24.
Do you escort guest to place in site that guest like to ask?
a)
Associates, who are approached by guests inquiring about the location of a facility in the hotel, must escort the guest to the location
b)
Not necessary, you can show them
c)
Escort them for a few steps
25.
In case you cannot escort, how many steps you should go with guest?
a)
If, for some reason, the associate is unavailable to give escort, the associate should go with guest at least take 5 steps
b)
If, for some reason, the associate is unavailable to give escort, ask someone escort Guest
c)
Escort them for a few steps
26.
Do you speak with guest while giving direction?
a)
No, do not disturb Guest
b)
When escorting a guest, the associates always try to make conversation with the guest
c)
It depends on the Guest
27.
How to direct a guest?
a)
In giving directions, speak slowly. Associates must use clear and concise instructions
b)
In giving directions, speak slowly.
c)
In giving directions, speak out loud clear and concise instructions
28.
What time visitor can come to guest room?
a)
Visitor are allowed in the guestrooms from 8am to 21pm.
b)
Visitor are allowed in the guestrooms from 9am to 20pm.
c)
Visitor are allowed in the guestrooms from 7am to 19pm.
29.
What kind of personal ID visitor have to show REC?
a)
Visitors must leave their ID cards or
pasport at the Front desk
b)
It is not nessesary to leave any thing
c)
They just come up to the room if Guest agree
30.
When do you return visitor’s ID?
a)
The ID cards will only be returned when Guest check out
b)
The ID cards will only be returned immidiately when they come up to the Guest room
c)
The ID cards will only be returned upon the visitors’departure from room
31.
Why do you have to make copy ID of Visitor and note in book?
a)
It is not nessesary to take photo copy
b)
The ID Cards will be photocopied by the Front Desk Agents for recording purposes
c)
We can show if there í any ask for
32.
Can guest register a sharer after 21h.00?
a)
Yes, they can do
b)
As the law states “only registered guests are allowed on the guest floors after 21.00 hrs" so they are not allowed by law to share the same room
c)
They can do some time
33.
What is solution if visitor want to overnight in guest’s room?
a)
Suggest Guest to buy another room, normal check in procedures will apply
b)
There is no way if Visitor want to stay
c)
They can stay together in a same room
34.
How do you listen to guest when they complain?
a)
Listen to the guest with full concentration
and eye-contact, don’t interrupt
b)
Listen to the guest carefully
c)
Listen to the guest with full concentration
35.
Why do we need to listen carefully and eye-contact?
a)
Show convergent and respect
b)
To communicate to Guest
c)
To handle complain
36.
What do you note when talk with guest?
a)
Record all guest's request
b)
Record voice mail
c)
Record complain
37.
Should you interrupt guest?
a)
No (if you have, should say "sorry to iterrupt you")
b)
Yes
c)
Depend of emotion
38.
What your attitude when resolve guest complain?
a)
Show we care
b)
Don't care
c)
Smiling
39.
What do you do after Guest complain?
a)
Inform your supervisor of the complaint
b)
Assess the situation if there is anything
you can do
c)
Assess the situation if there is anything
you can do to solve the problem or
compensate for the inconvenience
40.
When Guest complain, If you do not know what should you do for guest, how you tell guests?
a)
“Mrs. Smith, I do apologize for this
unfortunate incident. Is there anything I
can do to, in some way, compensate for
the inconvenience caused?”
b)
“Mrs. Smith, I do apologize for this"
c)
“Mrs. Smith, Can you suggest me how to do now?
41.
Who will you inform if receiving complaint?
a)
Inform to GM
b)
Not nessesary to inform your supervisor
c)
Inform your supervisor of the complaint
and the action taken
42.
How many percent of guest will back if their complaint is solved in a satisfactory way?
a)
95% of all complaining guests will come back if the problem. Is solved at once in a satisfactory way.
b)
70% of all complaining guests will come back if the problem. Is solved at once in a satisfactory way.
c)
85% of all complaining guests will come back if the problem. Is solved at once in a satisfactory way.
43.
Why do we show empathy to guest?
a)
To affirm a customer’s feelings and indicate that you can understand their frustration
b)
Make guest calm down and back to their room
c)
Building relationships
44.
What kind of information do you need to obtain from the guest?
a)
Guest’s name, description of the luggage, airline name, arrival flight number and originating city.
b)
Copy of guest passport and air ticket
c)
Lost and Found receipt
45.
What do you need to inform the Airport Lost and Found Department?
a)
Reference code, number of luggage, color, brand, quality.
b)
Reference code, brand, quality.
c)
Reference code, number of luggage, color
46.
What does Housekeeping need to provide extra for guest?
a)
Bathroom amenities such as, razor, shaving cream, toothpaste, toothbrush…
b)
Toilet paper and yukata
c)
Everything guest needs
47.
Why are we not allowed to purchase any medicine for guests?
a)
To protect the hotel from legal issues
b)
To protect guest
c)
To protect staffs
48.
Why do we need to ask guest to fill out the Exclusion of Liability?
a)
To protect the hotel from legal issues
b)
For health insurance confirmation
c)
Make customer health records
49.
What steps to purchase any medicine for guests?
a)
Guest must have a doctor's prescription and fills up to request medicine for. Then we ask for guest’s signature, give him/her a copy and help them to purchase
b)
Go to Pharmacy right away
c)
Escort guest direct to hospital
50.
Who pays for the medicine?
a)
Guest should pay themselves in cash or credit card
b)
Automatically charge to booker
c)
Post to guest room and settle upon check out
51.
Why do we need to file the Exclusion of Liability?
a)
Keep as backup to protect the hotel from legal issues
b)
For health record
c)
To protect staffs
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