What is typically used to share information between employees, supervisors and departments?
Computer card keyAvailability chartFolioLog book
After receiving a completed pay-out form and issuing the cash, what must the front desk agent do to complete a cash pay-out?
Calculate the exchangeBalance the credit card and cash postingsAuthorize the transactionPost the amount to the system
What should the front desk agent do when explaining the cancellation policy to a guest?
Obtain a signed guest agreementProvide a confirmation numberDescribe the penalties chargedRequest a security deposit
A guest requires information about a local theatre production. What response by the front desk agent is most appropriate?
Supply a brochure of the productionTell the guest to phone the theatreRefer the guest to another front desk agentRefer the guest to the supervisor
At what point are special requests communicated to appropriate departments?
When the guest arrivesUpon booking the reservationAfter assigning the roomsWhen a sufficient number has accumulated
Which of the following statements is a guideline for responding to a group reservation enquiry?
Refer the request to the appropriate department if unable to provide the informationProvide confirmation for dates and special requestsTake guest information to arrange for special billingDescribe guaranteed and non-guaranteed reservations
Which one of the following examples is required to keep the front desk operation current?
Guest accountsPersonal priority listsTimetablesDelivery receipts
How should a front desk agent provide immediate confirmation for a room reservation?
Send a letter to the callerProvide a number or nameAuthorize a credit cardRecord the method of payment
When should guest arrival documents be completed?
Prior to the arrival of the guestAt the time of check-inWhen the reservation is madeAfter the guest has checked in
Checking the room rack for available rooms and verifying reservations status are part of what front desk agent activity?
Preparing for arrivalsChecking in a guestProcessing guest accountsBlocking rooms
What does knowing about affiliated properties and their locations allow the front desk agent to do?
Understand their guestsProvide information to guestsProvide community event informationEnsure the property remains competitive
What is the best way to answer the telephone?
Slowly and focused on performancePromptly and professionallyPromptly and focused on performanceSlowly and patiently
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