2. When communicating with guests it is always advised to mirror, which of the following best describes this *

1 point

A. To reflect sunlight

B. Take a good look at yourself in the mirror

C. Saying what you think the guest is feeling

D. Holding a mirror

3. In the front office room status represents which of the following? *

1 point

A. Letting facilities in the room

B. The make up of rooms

C. Cleanliness of room s

D. The current letting or usage of rooms

4. Ralph booked a room for January 3, 2021, at the Radisson hotel, however he was unable to make it on that day. Joe who was working on the night shift on the 3rd took the payment from Ralphs credit card though he did not check in. Ralph most likely had which type of reservation, a *

1 point

A. confirmed booking

B. prepaid booking

C. complimentary reservation

D. Guaranteed reservation

5. After checking in to room 208 shortly before 2 p.m., Ms. Roberts reported to the front desk an annoying faucet leak in her room. At 8 p.m. that evening, Julia, one of the front desk agents, called Ms. Roberts to confirm that the faucet was fixed and to ask if there was anything else the hotel could do to make her stay more comfortable. The call to Ms. Roberts was prompted by Julias review of the front desks: *

1 point

A. reader board.

B. information diary/log book.

C. transaction file.

D. arrival list

6. Adele called the front desk to complain that the had been waiting over an hour for their room service. This is an example of a(n) __________ complaint. *

1 point

A. service-related

B. attitudinal

C. mechanical

D. unusual

7. If the guest room is not ready the front desk agent should do all of the following Except which of the following? *

1 point

A. Apologise profusely and genuinely, continue with the check in process and explain to the guest that it will be fifteen minutes wait.

B. Offer to book the guest at a hotel that is located nearby.

C. Apologise, offer alternatives to engage the guest, such as lunch or a drink at the bar

D. Call Housekeeping place a rush on cleaning the room and get a timeline for the room to be ready.

8. Which of the following is an appropriate action to take if a guest has lost their key? *

1 point

A. Ask the guest for the name on the room, the room number and the room rate.

B. Ask the guest for the name on the room and the room number to determine the correct guest for the room.

C. Ask for the guests name, home address or telephone number and ID, to confirm guests identity.

D. Ask for the guests name, home address or telephone number to confirm guests identity.

9. Which of the following is the first thing to be done when starting a shift? *

1 point

A. Organise & set up the work area- the reception.

B. Make sure you had a good meal.

C. Deal with guest inquiries.

D. Handle guest complaint

10. Which of the following are tasks to be done when closing a shift? *

1 point

A. Run the PMS report

B. Print Front office report

C. Attend handing over meeting

D. Check no show list

E. A & B

F. C& D

G. A & C

11. George the front desk agent printed off the list of the rooms expected to be vacated for the day, this list is called *

1 point

A. Guest history list

B. A departure list

C. A room cleaning list

D. A room status list

ption 1

12. Rosa was in the process of booking a reservation for the guest, she describe the room as : an accommodation which includes a bedroom with one king size bed and a sitting area, which of the flowing room types best fit that description *

1 point

A. A flat

B. Double room

C. Suite

D. A connecting room

13. All guest charges for all guests are maintained by the front office, Identify the document in which this information is held. *

1 point

A. The ledger

B. The city ledger

C. The Transfer slip

D. The Invoice

14. From each of the statements below identify the managers who is truly following the rules delegating. *

1 point

A. David tells his employees that he wants their best ideas on how to grow the company, but he only approves those choices that he himself is going to do.

B. Eric assigns Judy the task of marketing the latest coupon code for the company and has Judy show him the results in a week.

C. Sarah manages every little aspect of her employees' actions because she wants to make sure everything is done just so according to her standards.

D. Jerry tells Kim to close up, but Jerry always waits for Kim to close up before going home too so he can remind Kim of what needs to be done.

15. Which of the following is an odd one out? *

1 point

A. Global distribution system

B. Point of sale system

C. Central reservation system

D. Online booking portals

16. The receptionist should always be polite and professional when dealing with customers this is because each contact with the customer provides an opportunity which is known as *

1 point

A time to make friends

B. A good talk

C. A chance to know the guest the hotel

D. A sales opportunity

17. When accepting payments which of the following is not true *

1 point

A. The receptionist should know which cards are accepted and the methods of processing them

B. The receptionist should know the credit limit of the guest

C. All guests must leave a credit card on file at check in

D. The guests should be notified when approaching their credit limit

18. Which of the following is a criterion for giving VIP status for guests? *

1 point

A. All the guests should be treated the same

B. Every hotel needs to have VIPs

C. Because they have to go through special check in procedures

D. Ther are occasions when the guest are singled out for special attention because of their social status

19. Which of the following is the best reason that procedures for group arrivals are planned in advance? *

1 point

A. The guests who arrive in groups are identified by numbers.

B. Arrival of large groups at the same time mean there is pressure on the reception staff.

C. Groups are guests from a special place and pay a discounted price.

D. Large groups are guests who know each other.

20. A room status report represent *

1 point

A. The make up of rooms.

B. Letting facilities in the room

C. The current letting or usage of rooms.

D. Cleanliness of rooms

21. At checkout the receptionist should invite comments from the guest A. To know their level of satisfaction *

1 point

A. To know their level of satisfaction

B. To determine if there are complaints about the housekeeping services.

C. So, they can inform the management if the feedback was positive.

D. To backlist the guest if they are not satisfied.

22. Which of the following would be an appropriate action to be done during a group check out? *

1 point

A. Set aside an area for the luggage to be left before it is loaded into the coach.

B. Ensure that settlement of the group bill is completed settled.

C. Charge extra to the group account.

D. Group members need not be informed about the method of payment via the group leader.

23. You are the receptionist on duty, it has just been a crazy day at the front office, to top it all off the guest from room 2028 call to say he was feeling very sick at the point of passing out. Select from below the most appropriate action you should take. *

1 point

A. Ask all guests at the front desk to hold a on and get to the guest room as quickly as possible.

B. Take the guests information and call the on-premises nurses station to inform them of the guest issue.

C. Tell the guest to take a cool drink, rest and to call back the front desk if he gests worst.

D. Listen to the guest, apologise and hang up the phone.

24. Mariela is the morning receptionist, which of the following tasks would form the main task of her shift. *

1 point

A. Check the departure list, check and verify guest balances, print guest folio.

B. Check the arrival list, prepare welcome drinks,

C. Update night auditor on the days activities

D. Handle guest complaints and take guest bookings and reservations.

25. As the part of you r duty you are to collect and manage a payment point, which of the following steps should you AVOID to ensure security and to prevent fraudulent activity. *

1 point

A. Check for validity of notes when collecting cash by feeling the note.

B. Deal with one customer at a time, counting change as it is returned.

C. Work quickly and efficiently by dealing with all guest doing one transaction a the same time.

D. Match guest signatures on ID and check when a travellers check is used as payment.

26. You have just checked in Mr. and Mrs. Rosales, which of the following staff would you ask to escort them to their room? *

1 point

A. Porter

B. Valet

C. Doorman

D. Bellhop

27. The communications system used by the hotel is the *

1 point

A. Private Communication System

B. Private Branch Exchange

C. Internet Voice System

D. Public telephony system

28. Arol works as the night Auditor at the Maup Hotel, this function is important as it does all of the following EXCEPT? *

1 point

A. Allows the manager/controller to get a clear picture of each days performance.

B. Verify daily transactions performed at the front desk.

C. Ensure the hotel is performing at a high financial standard.

D. Close out the days activities and opens view of the next day.

29. To be effective all supervisors will need to delegate at some point, a benefit of this is that delegating contribute to employee morale , as staff *

1 point

A. feel more overwhelmed with additional work than before.

B. feel more valued and responsible for the business.

C. Are given more time off and ignored at work.

D. Will usually be paid more than before.

30. The front office manger is in the process of preparing the weekly work schedule having reviewed the forecast they realize that the original three months schedule was prepared when the forecast was at 95% occupancy, however the planned reservations for this week is now showing 75% occupancy. Which of the following would be appropriate actions to take? *

1 point

A. Adjust the schedule and assign more staff to work, ensuring the relief staff gets some shifts.

B. Call the sales team and mandate them to book more rooms as the schedule has already been communicated to staff.

C. Publish the projected schedule as previously prepared and hope that booking pick up for this week.

D. Adjust the schedule and reduce the number of staff required to work for this week, thus controlling labour cost.

31. Supervision refers to act of overseeing the work of people, with the purpose of achieving maximum productivity through them, which of the following would NOT enhance the front office supervisors to achieve this task? *

1 point

A. Conduct Weekly and daily meetings.

B. Select one favourite worker who would be able to provide information on what other workers are doing.

C. The supervisor should observe each team member and determine what motivates him/her

D. All of the above

32. John works as a front desk agent at the Raddison hotel, for his shifts he print Special / Preference Report for the day's arrival and then checks that the correct rooms has been assigned requested by the guest. Which of the following shifts is John likely working? *

1 point

A. 3 pm - 11 pm

B. 7 am -3pm

C. 2-10

D. 11 -7

33. As the front office manager, you are in the process of training a new staff, a guest walks up with no reservation and you see the opportunity to introduce a new skill. To determine room availability you will teach the new recruit to use which of the following *

1 point

A. The point of sale system

B. The daily activities record file

C. The property management system

D. The internet protocol network.

34. Jareth wanted to surprise his wife with flowers he asked the front desk clerk to purchase the flowers and have it sent up to his room. The front desk clerk needs which of the following forms to be able to use money form the bank? *

1 point

A. Transfer slip

B. Paid outslip

C. Guest Folio

D. Closing shift report

35. Which of the following is NOT a task of the concierge? *

1 point

A. Arrange transportation

B. Make dinner reservations

C. Arrange tickets to events

D. Check a guest in