31) What must you do when offering newspapers to guests?
A. Tell them what time the newspaper is supposed to arrive
B. Offer the guest a choice of newspapers or the option of not receiving a daily newspaper
C. Offer the guests a choice of newspapers, any combination that they want
Ans: B
32) How many times must the guest’s surname be used during check-in?
A. 1
B. 2
C. 3
D. 4
E. 5
Ans: B
33) When making a reservation, you should do all of the following, EXCEPT:
A. Qualify the dates
B. If dates are not available, provide alternative dates or alternative hotels
C. Qualify if caller is part of a group by asking what brings them to the area
D. When giving rate quotes, include a description of room types and amenities
E. Explain why they are receiving the rate you give them
Ans: E
34) When in the presence of guests…
A. Stand near your co-workers, so that you can communicate easily
B. Turn your back to guests if you are talking to a co-worker, so that they do not hear your conversation
C. Be located in visible sections or spread out to assist guests, rather than huddled together talking
Ans: C
35) What must NEVER be said verbally?
A. The guest’s name
B. The guest’s type of payment
C. Where the guest is from
D. The guest’s room number
Ans: D
36) What should you do if you have a guest that lost their room key?
A. Ask for the guest’s for name, home address or telephone number to confirm guest’s identity. Also, ask for a photo ID.
B. Ask the guest for the name on the room and the room number
C. Ask for the guest’s for name, home address or telephone number to confirm guest’s identity.
D. Ask the guest for the name on the room, the room number, and the room rate
Ans: A
37) The check-in must be completed within ____ minutes.
A. 3
B. 4
C. 5
D. 6
E. 7
Ans: B
38) You need to summon additional staff members if there are more than ___ guests waiting in line/queue.
A. 1
B. 2
C. 3
D. 4
E. 5
Ans: B
39) If you have a sign at the front desk, it should be:
A. Neatly handwritten and on thick paper
B. Professionally made
C. Neat, clear, and clean
Ans: B
40) If the guest room is not ready at the time of check-in, you should do all of the following, EXCEPT:
A. Provide the guest with alternatives such as spa or other activities if arrival is before guaranteed check-in time
B. Offer to book the guest a room at a hotel nearby
C. Offer an appropriate complimentary amenity such as complimentary drink in the bar or breakfast the following morning if room is not ready by guaranteed check-in time
D. Provide a sincere apology to guest
E. Determine the best options for guest based on empathic listening
Ans: B
41) For wake up calls, you must do all of the following, EXCEPT:
A. Use the guest’s surname
B. Repeat the exact time back to the guest
C. Make the wake up call personally at the exact time requested
D. Wait to hear a response from the guest
E. Use a pleasant parting remark
Ans: D
42) What are appropriate things to say to guests?
A. “Please”, “thank you” and "may I suggest"
B. “Please”, “thank you” and "hey, how are you?"
C. “Please”, “thank you” and "cool"
Ans: A
43) Guests should wait less than ___ minutes if they are waiting in line.
A. 2
B. 4
C. 6
D. 8
E. 10
Ans: B
More Questions & Answers:-
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A. Tell them what time the newspaper is supposed to arrive
B. Offer the guest a choice of newspapers or the option of not receiving a daily newspaper
C. Offer the guests a choice of newspapers, any combination that they want
Ans: B
32) How many times must the guest’s surname be used during check-in?
A. 1
B. 2
C. 3
D. 4
E. 5
Ans: B
33) When making a reservation, you should do all of the following, EXCEPT:
A. Qualify the dates
B. If dates are not available, provide alternative dates or alternative hotels
C. Qualify if caller is part of a group by asking what brings them to the area
D. When giving rate quotes, include a description of room types and amenities
E. Explain why they are receiving the rate you give them
Ans: E
34) When in the presence of guests…
A. Stand near your co-workers, so that you can communicate easily
B. Turn your back to guests if you are talking to a co-worker, so that they do not hear your conversation
C. Be located in visible sections or spread out to assist guests, rather than huddled together talking
Ans: C
35) What must NEVER be said verbally?
A. The guest’s name
B. The guest’s type of payment
C. Where the guest is from
D. The guest’s room number
Ans: D
36) What should you do if you have a guest that lost their room key?
A. Ask for the guest’s for name, home address or telephone number to confirm guest’s identity. Also, ask for a photo ID.
B. Ask the guest for the name on the room and the room number
C. Ask for the guest’s for name, home address or telephone number to confirm guest’s identity.
D. Ask the guest for the name on the room, the room number, and the room rate
Ans: A
37) The check-in must be completed within ____ minutes.
A. 3
B. 4
C. 5
D. 6
E. 7
Ans: B
38) You need to summon additional staff members if there are more than ___ guests waiting in line/queue.
A. 1
B. 2
C. 3
D. 4
E. 5
Ans: B
39) If you have a sign at the front desk, it should be:
A. Neatly handwritten and on thick paper
B. Professionally made
C. Neat, clear, and clean
Ans: B
40) If the guest room is not ready at the time of check-in, you should do all of the following, EXCEPT:
A. Provide the guest with alternatives such as spa or other activities if arrival is before guaranteed check-in time
B. Offer to book the guest a room at a hotel nearby
C. Offer an appropriate complimentary amenity such as complimentary drink in the bar or breakfast the following morning if room is not ready by guaranteed check-in time
D. Provide a sincere apology to guest
E. Determine the best options for guest based on empathic listening
Ans: B
41) For wake up calls, you must do all of the following, EXCEPT:
A. Use the guest’s surname
B. Repeat the exact time back to the guest
C. Make the wake up call personally at the exact time requested
D. Wait to hear a response from the guest
E. Use a pleasant parting remark
Ans: D
42) What are appropriate things to say to guests?
A. “Please”, “thank you” and "may I suggest"
B. “Please”, “thank you” and "hey, how are you?"
C. “Please”, “thank you” and "cool"
Ans: A
43) Guests should wait less than ___ minutes if they are waiting in line.
A. 2
B. 4
C. 6
D. 8
E. 10
Ans: B
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