WorksheetsHANDLING PROCEDURES
Total questions: 15
Worksheet time: 7mins
You are a front desk agent. The phone rings, but you are assisting another guest in person and cannot answer immediately. You manage to answer on the 4th ring.
What should you have done based on standard telephone handling rules?
Let it ring until the caller hangs up
Answer immediately regardless of your current guest
Try to answer within 3 rings
Ignore the call and call back later
When answering an incoming business call, the correct format is:
“Hello, who’s this?”
“ABC Hotel, what do you want?”
Just say “Good morning”
Greeting + Hotel Name + Offer to help
A caller must be placed on hold. What is the correct procedure?
Put them on hold without saying anything
Tell them to call back later
Ask permission and check back every minute
Keep them on hold for as long as needed
Uniformed staff responsible for handling guest luggage:
(a)
When making an outgoing call to another company, you should always:
Start talking without introducing yourself
Mention your name and the hotel’s name
Ask them to guess where you're calling from
Hang up immediately if they sound busy
A document used to list all packages received for guests:
(a)
You call a number and reach the wrong person. What do you do?
Hang up immediately
Apologize politely and say it's the wrong number
Stay silent
Ask them who they are
If a guest does not answer the 2nd reminder wake-up call:
Keep calling until they answer
Go immediately to the guest's room
Inform Security immediately
Leave the issue for the next shift
A record where all wake-up call requests are written:
(a)
A service provided by hotels to help guests wake up on time:
(a)
You have a package for a checked-in guest. Before delivering, what should you do?
Call the guest and ask permission
Deliver without calling to avoid disturbing them
Leave the item outside the door
Refuse delivery if the guest is in the room
A caller leaves an urgent message for a guest who is checked-in but not in the room.
What should you do next?
Ignore the message
Tell the caller to try again later
Write the message and ensure timely delivery
Wait until the guest calls back
A courier brings a package for a guest not found in the system. You should:
Accept immediately
Refuse delivery
Verify again with the sender before receiving
Store it in the concierge room
A guest is angry about a missed wake-up call. What is the first step to do?
Thank the customer for bringing the issue
Take action to resolve the problem as quickly
Apologize sincerely for the inconvenience or issue
Listen carefully to the customer’s complaint
A structured approach for handling complaints:
(a)
