At check-out, a guest disputes certain incidentals on her account. What should the front desk agent do?
Make the necessary adjustmentsAsk the guest to discuss the matter with the accounting departmentRefer the guest to the front desk supervisorRecord the dispute in the log 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
Being willing to learn and adjusting to change are examples of which one of the following traits?
When would a front desk agent complete the arrival document of a guest who has a reservation?
Prior to the arrival of the guestWhen the guest checks inAfter the guest has checked inWhen the reservation is made
When completing a departures follow-up, the front desk agent finds that a guest’s credit card number is not available. What should the front desk agent do?
Call the guest at home to obtain the card numberContact the restaurant to determine if they have the guest’s card numberForward the documentation to accountingConsult the front desk supervisor
When a group arrives, what information should be verified with the group leader?
Departure informationGuest restrictionsNumber of vehicles requiring parkingIndividuals wishing wake-up calls
The front desk agent has recorded a message for a guest who is not available. How should the front desk agent follow up?
Follow through on special requestsActivate the message waiting signal on the guest's telephoneCall the guest’s room until the message is deliveredRecord the message in the log book
How much cash should be obtained from a guest paying for a two-night stay in a hotel?
Enough for the intended stay plus one extra nightEnough for a one-night stay plus a deposit for additional servicesEnough for a two-night stayEnough for the two nights stay plus a deposit for additional services
What should be provided to a guest who cancels her reservation?
The dates available for rebookingA more competitive rateA cancellation reference numberThe cancellation policy
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
What is typically used to share information between employees, supervisors and departments?
Computer card keyAvailability chartFolioLog book
A front desk agent is explaining the property’s cancellation policy to a guest. What should the front desk agent include in the explanation?
Applicable penaltiesTime of departure that must not be exceededFinal date to change the reservationAppeal procedures for late cancellation
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