Front Desk Assessment
Knowledge about daily operations and functions of the front desk position.
- 1.
Which of these does not belong in the proper dress code for the front desk?
- A.
Golf Center Shirt
- B.
Name Tag
- C.
Khaki Pants
- D.
Anything other than business casual pants.
- E.
Eye Glasses
Correct Answer
D. Anything other than business casual pants.Explanation
This is cause for an immediate written warning if this dress code is refused. Tennis shoes are also a part of the requirement.Rate this question:
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- 2.
What is the minimum a new member must spend to create a range card?
- A.
$50
- B.
$20
- C.
$10
- D.
No cost
- E.
$3
Correct Answer
C. $10Explanation
Nothing less than $10 can be taken to start a range card.Rate this question:
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- 3.
What is a "greens fee?"
- A.
The price you pay when you're feeling sick...
- B.
The price for someone to play the golf course.
- C.
The price for someone to update their range card.
- D.
The price to use both the short game and the driving range.
- E.
The price for walking on our grass.
Correct Answer
B. The price for someone to play the golf course. -
- 4.
When a person has lost his or her card and must replace the old one, what is the fee for the new card?
- A.
$3
- B.
$1
- C.
No Fee, just as long as they spend money on their new one
- D.
$5
- E.
$3.50
Correct Answer
A. $3Explanation
This fee should never be 'waived' because you feel bad for the customer. It is necessary as the cards have a cost to reorder.Rate this question:
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- 5.
When answering the phone, what is the proper way to greet the caller?
- A.
"Golf Center, can I help you?"
- B.
"Thanks for calling the Golf Center, how many I assist you?"
- C.
"Golf Center, this is ------"
- D.
"Thank you for calling the Golf Center, this is -------, how may I assist you?"
- E.
"Golf Center."
Correct Answer
D. "Thank you for calling the Golf Center, this is -------, how may I assist you?"Explanation
There are always managers calling in and documenting the proper etiquette on the phone.Rate this question:
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- 6.
What are the names of the 2 systems we use for sales, at the front desk?
- A.
Customer service guide 3000 & Point of Sale x150
- B.
Range Card Updater & Tee Up System
- C.
GolfTrack POS & Tee Up System
- D.
POS & Card Maintenance
- E.
RecTrack POS & Tee Up System
Correct Answer
E. RecTrack POS & Tee Up System -
- 7.
What is the bonus a customer receives if he or she chooses to spend $100 on their range card?
- A.
$10
- B.
$15
- C.
$20
- D.
$25
- E.
None
Correct Answer
C. $20 -
- 8.
If you must reverse a transaction, the reprinted receipt must be:
- A.
Signed by Brent once he receives it
- B.
Signed by the employee making the transaction
- C.
Given to the armored car and taken to the bank.
- D.
Signed by both the customer and the front desk employee, and then passed on to Brent with his or her deposit.
- E.
Left alone, those signature spaces are there to only take up space.
Correct Answer
D. Signed by both the customer and the front desk employee, and then passed on to Brent with his or her deposit.Explanation
You must have them sign the receipt as they are acknowledging the transaction.Rate this question:
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- 9.
When allowing someone to use our rental clubs, it is necessary to take an item from them to insure that we get the clubs back.
- A.
TRUE
- B.
FALSE
Correct Answer
A. TRUEExplanation
Any item that they will come back for is necessary. That's the benefit of having them available for free. If the customer is uncomfortable, then inform them they can rent clubs at the pro shop.Rate this question:
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- 10.
When a customer will only be able to hit for a few minutes, what option would work best for them?
- A.
Sign up for a new range card
- B.
Buy a bucket of balls
- C.
Pre-register 5 or 60 minutes on a station
- D.
Pre-register 85 balls for a specific station
- E.
Short game area
Correct Answer
C. Pre-register 5 or 60 minutes on a stationExplanation
At all costs, please push a range card for them. However, if they refuse, please allow them to hit for time, as it allows them to comfortably use as many balls as they choose.Rate this question:
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- 11.
Where is ALL staff required to park at the Golf Center? (the North lot is next to short game)
- A.
In the handicapped area
- B.
Anywhere, first come, first serve
- C.
The South lot, back row
- D.
The North lot, back row
- E.
Front Row, by the short game area.
Correct Answer
C. The South lot, back rowExplanation
There is no exception to this rule.Rate this question:
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- 12.
When business is slow during the winter months, what is the earliest the front desk manager can close the facility?
- A.
9:00pm
- B.
Up to the front desk...anytime they feel necessary.
- C.
Check with a full time manager before closing the facility.
- D.
As soon as the restaurant closes down.
- E.
All of the above.
Correct Answer
C. Check with a full time manager before closing the facility.Explanation
At the absolute earliest, 9:00pm. However, you are required to inform a full time manager before you do so.Rate this question:
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- 13.
One of these answers is wrong:What do you do when the ThorGuard alarm sounds?
- A.
Immediately radio the starter to inform everyone on the golf course that a storm is near and we will be suspending play.
- B.
Ask the deck attendants to inform all customers hitting on the range to remain calm, they are safe in the building.
- C.
Inform all other building operations (golftec, club casa, pro shop) that the golf course is closed until further notice.
- D.
Allow the picker to stay outside due to the range remaining open.
- E.
Continue to update the customers with the status of the golf course.
Correct Answer
D. Allow the picker to stay outside due to the range remaining open.Explanation
Technically, we do allow golfers to remain on the course if they choose, however it is our responsibility to ask that they seek shelter until the storm passes.Rate this question:
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- 14.
By Illinois law, how far from the building are smokers required to be while having a cigarette?
- A.
10 feet
- B.
5 feet
- C.
15 feet
- D.
As long as they are outside, it's ok.
- E.
Next to the receptacles.
Correct Answer
C. 15 feetExplanation
You are responsible for anyone smoking within of the building. If you are uncomfortable telling them, please inform a manager and the situation will be remedied.Rate this question:
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- 15.
When counting money and closing your shift, regardless of the time of day, where should you report to do so?
- A.
Remain at the front desk and count your money.
- B.
Bring all items from your shift to the 3rd floor office and complete your shift report at the desk provided.
- C.
In the sand trap.
Correct Answer
B. Bring all items from your shift to the 3rd floor office and complete your shift report at the desk provided.Explanation
There should be no cash handling at the front desk other than when you give someone change.Rate this question:
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- 16.
If a customer calls and would like to know when we open the golf course, what is your response?
- A.
Sometime in the Spring.
- B.
Usually late April, early May, depending on the weather.
- C.
I have no idea.
- D.
As soon as my manager tells me we can open it.
- E.
The Summer time.
Correct Answer
B. Usually late April, early May, depending on the weather.Explanation
We've been able to open the course in late April the last few years. If you do not know, please take a minute to put the customer on hold and consult the Spectrum as all information is accessible there.Rate this question:
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- 17.
If we decide to close early (9:00pm), and 2 golfers come in to use the range before anyone has finished his or her closing procedures. What is your response?
- A.
I'm sorry Sir/Ms, but we are closed, the Golf Center reopens at 8 am everyday.
- B.
Conduct business as if we weren't closing early, no customer should ever be turned away during regular business hours.
- C.
Awwww, we just closed. However the restaurant will be open until 10 if you care to have a drink.
- D.
Unfortunately we are closed, usually at this time of the year we close early due to slow business.
Correct Answer
B. Conduct business as if we weren't closing early, no customer should ever be turned away during regular business hours.Explanation
Never should you turn away an approaching customer. Closing early is not a benefit from being slow, we accept all customers until our business hours are met.Rate this question:
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- 18.
If a customer loses a club and they have come to claim it, what should you do?
- A.
Retrieve the club and give it back, they identified it accurately.
- B.
Tell them we most likely don't have it since you were never notified they the person would be coming in to collect it.
- C.
Tell them that we get a lot of those requests and always try to honor them, however, we simply can not keep track of all lost clubs at the facility.
- D.
Take the customer's information and the club information Then inform the customer that it is in the possession of management and that they will be contacted.
Correct Answer
D. Take the customer's information and the club information Then inform the customer that it is in the possession of management and that they will be contacted.Explanation
Clubs come and go all the time, there's usually a good chance we have it up in Brent's office. Assist the customer in letting him or her know we'll try to locate it.Rate this question:
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- 19.
It is absolutely necessary to remain at the front desk while others are doing his or her closing procedures, regardless if you have completed your drop.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
If you have finished your closing procedures before the others, be a responsible coworker and help the others finish.Rate this question:
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- 20.
The front desk manager is responsible in making sure that all other positions closing procedures being completed at the end of the shift.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
As the overseeing manager, it is your responsibility to make sure that all assigned tasks are completed before you punch out. This is for all shifts throughout the day.Rate this question:
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- 21.
During the golf course season, if there is not a starter present, what must be done when golfers have signed in and are approaching the 1st tee?
- A.
After you have pointed them in the correct direction and completed the sale, there is nothing more you can do.
- B.
Inform the customer that they will need to check in with the starter upon their arrival and then promptly radio a deck attendant to meet them at the 1st tee and sign off on their receipts.
- C.
Personally escort them to the 1st tee so that they can get on the course in front of everyone else.
Correct Answer
B. Inform the customer that they will need to check in with the starter upon their arrival and then promptly radio a deck attendant to meet them at the 1st tee and sign off on their receipts.Explanation
We are responsible for checking all receipts to be sure that each customer has paid. We also require each customer playing the course to sign the waiver at the starter shack.Rate this question:
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- 22.
It is ok to send a deck attendant or picker home without notifying a manager if one is present.For example, if a full time supervisor is still available, it is not necessary to them any of them that you will be sending someone home.
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
There are times that a manager may have a specific duty for an employee to do before he or she is allowed to punch out. Always check with one of them before you do so.Rate this question:
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- 23.
If a customer suffers an injury while on our property, what is the form that you must complete?
- A.
Accident/Incident Report
- B.
Injury Report
- C.
Insurance Claim
- D.
Form 45
- E.
Situation Evaluation Form
Correct Answer
A. Accident/Incident Report -
- 24.
Cell phones are allowed while on the clock.
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
Anyone caught using his or her cell phone while working will receive an immediate written warning.Rate this question:
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- 25.
_________________ is the Executive Director of the Des Plaines Park District.
- A.
John Hecker
- B.
Gayle Mountcastle
- C.
Jennifer Boys
- D.
Don Rosedale
- E.
Don Militec
Correct Answer
A. John Hecker -
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Current Version
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Dec 14, 2012Quiz Edited by
ProProfs Editorial Team -
Jan 22, 2009Quiz Created by
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