The front desk agent finishes taking inventory of the department key cards. She finds that there are two key cards that have not been returned by a staff member. What should the front desk agent do?
Ask other staff members about the keys cardsRefer the matter to the human resources departmentReport the missing key cards to the front desk supervisorRefuse to let staff members sign out more key cards
A tour bus containing a group of guests arrives at the property. During group check-in, who should the front desk agent speak to regarding billing instructions?
Tour bus operatorGroup leaderTravel agentIndividual guests
What procedure is being followed when a front desk agent informs a group leader of outstanding charges?
Facilitating an express group check-outPosting the group’s late chargesEnforcing the property’s late stay policyProcessing a group departure
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 is a bucket check?
A maintenance request follow-upA verification of special features of available roomsA monthly key/card inventoryA cross-reference of registration cards to the room rack
What is typically used to share information between employees, supervisors and departments?
Computer card keyAvailability chartFolioLog book
What is the proper way to greet a guest who is checking in?
Welcome the guest to the propertyGive the guest any messages being heldShake the guest's handOffer to assist the guest with any baggage
Which one of the following activities should be performed at the end of a shift?
Verify room availabilityFollow up on requestsRelay information updatesSign in
The front desk agent places a wake-up call as requested by the guest but there is no answer. What should the front desk agent do?
Let the phone ring 10 timesHave the room checkedTell the front desk supervisorCall back after 15 minutes
A front desk agent is preparing the room list for a group. What does the front desk agent need to consider?
If group members will arrive togetherBilling instructionsSpecial requestsBaggage handling requirements
What is a front desk agent doing when assessing and prioritizing tasks?
Managing timePreparing for company advancementFollowing house policiesCoordinating workspace
What information should be discussed with a caller when taking a guaranteed reservation?
Mailing addressBilling arrangementsSecurity proceduresDeparture time
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