Basic Front Desk Procedures! Trivia Quiz

1. Answer the phone within ______ ring(s).

The correct answer is 3 or three. This means that when the phone rings, it should be answered within three rings.

Explanation

The correct answer is 3 or three. This means that when the phone rings, it should be answered within three rings.

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2. The goal is the complete the check-in process within:

1 minute

3-5 minutes

90 seconds

The correct answer is 3-5 minutes because this time frame allows for a reasonable amount of time to complete the check-in process. It gives enough time for the necessary paperwork, identification verification, and any additional tasks that may need to be done during the check-in process. It strikes a balance between efficiency and thoroughness, ensuring that the check-in is done promptly while still ensuring accuracy and attention to detail.

Explanation

The correct answer is 3-5 minutes because this time frame allows for a reasonable amount of time to complete the check-in process. It gives enough time for the necessary paperwork, identification verification, and any additional tasks that may need to be done during the check-in process. It strikes a balance between efficiency and thoroughness, ensuring that the check-in is done promptly while still ensuring accuracy and attention to detail.

3. If you are going to be late to work or unable to work your shift who should you contact?

The training manager

Your Supervisor

The Director

The operations manager

The Director and your supervisor

You must speak to the supervisor anytime you will be late or absent. If the supervisor is unavailable you must follow the chain of command.

Explanation

You must speak to the supervisor anytime you will be late or absent. If the supervisor is unavailable you must follow the chain of command.

4. A group checking in is allowed to consume alcoholic beverages in the lobby.

True

False

The group checking in is not allowed to consume alcoholic beverages in the lobby.

Explanation

The group checking in is not allowed to consume alcoholic beverages in the lobby.

5. Guests that check in between 2400 and 0700 will be charged for the previous night's stay.

True

False

Guests that check in between 2400 and 0700 will be charged for the previous night's stay because the hotel industry typically follows a 24-hour check-in/check-out policy. This means that the day officially ends at midnight (2400) and begins again at 0001. Therefore, if a guest checks in between 2400 and 0700, it is considered as checking in on the previous day, and they will be charged for that night's stay.

Explanation

Guests that check in between 2400 and 0700 will be charged for the previous night's stay because the hotel industry typically follows a 24-hour check-in/check-out policy. This means that the day officially ends at midnight (2400) and begins again at 0001. Therefore, if a guest checks in between 2400 and 0700, it is considered as checking in on the previous day, and they will be charged for that night's stay.

6. Guests that check out after _________ will be charged a late check-out fee unless prior approval has been granted.

1100

1200

1300

1400

Guests will be charged a full night's rate if they check out after 1200 without approval from the director.

Explanation

Guests will be charged a full night's rate if they check out after 1200 without approval from the director.

7. Never leave a guest on hold longer than _____ minute(s).

The correct answer is "1, one." This means that a guest should never be left on hold for longer than one minute. Leaving a guest on hold for an extended period of time can be seen as rude and may lead to dissatisfaction with the service provided. It is important to prioritize prompt and efficient assistance to ensure a positive guest experience.

Explanation

The correct answer is "1, one." This means that a guest should never be left on hold for longer than one minute. Leaving a guest on hold for an extended period of time can be seen as rude and may lead to dissatisfaction with the service provided. It is important to prioritize prompt and efficient assistance to ensure a positive guest experience.

Submit

8. No Shows are processed after:

0700

0800

0900

1000

1100

No Shows are processed after 1100, which means that any appointments marked as "No Show" will be handled or dealt with after 1100. This could include rescheduling the appointment, contacting the patient, or updating the records accordingly. It is likely that the system or the staff follows a specific schedule for processing No Shows, and 1100 is the designated time for this task.

Explanation

No Shows are processed after 1100, which means that any appointments marked as "No Show" will be handled or dealt with after 1100. This could include rescheduling the appointment, contacting the patient, or updating the records accordingly. It is likely that the system or the staff follows a specific schedule for processing No Shows, and 1100 is the designated time for this task.

9. The correct way to request time off is:

Take the schedule to the supervisor and ask her to change it.

If the schedule is already out, swap with a co-worker.

Fill out a leave request/leave slip and wait for approval.

Don't show up.

B and C are both correct

The correct way to request time off is to either swap with a co-worker if the schedule is already out or to fill out a leave request/leave slip and wait for approval. Both options B and C are correct because they involve proper communication and following the appropriate procedures to request time off. Option A, taking the schedule to the supervisor and asking her to change it, is not the correct way as it assumes the supervisor will make the change without following the proper protocol. Option D, not showing up, is also not the correct way as it is irresponsible and unprofessional.

Explanation

The correct way to request time off is to either swap with a co-worker if the schedule is already out or to fill out a leave request/leave slip and wait for approval. Both options B and C are correct because they involve proper communication and following the appropriate procedures to request time off. Option A, taking the schedule to the supervisor and asking her to change it, is not the correct way as it assumes the supervisor will make the change without following the proper protocol. Option D, not showing up, is also not the correct way as it is irresponsible and unprofessional.

10. When making keys for a group on individual pay we make the keys active for:

The whole stay

24 hours

48 hours

72 hours

The keys for a group on individual pay are made active for 24 hours. This means that the keys will be functional and usable for a period of 24 hours from the time they are issued. After this time period, the keys will no longer work and will need to be reactivated or replaced.

Explanation

The keys for a group on individual pay are made active for 24 hours. This means that the keys will be functional and usable for a period of 24 hours from the time they are issued. After this time period, the keys will no longer work and will need to be reactivated or replaced.

11. A group is defined as:

20 or more people

10 or more people

5 or more people

3 or more people

See page 16 under Front Desk SOP

Explanation

See page 16 under Front Desk SOP

12. After checking a guest in you will tell them the room number they are in.

True

False

The statement is false because after checking a guest in, you usually provide them with a key or a key card that has their room number on it. It is not common practice to verbally tell the guest their room number.

Explanation

The statement is false because after checking a guest in, you usually provide them with a key or a key card that has their room number on it. It is not common practice to verbally tell the guest their room number.

13. If rooms are ready, early check-in may being at:

0700

0900

1100

1300

The earliest time for early check-in is at 0700.

Explanation

The earliest time for early check-in is at 0700.

14. Any reservations that are not guaranteed with a credit card will be cancelled at:

1600

1800

2000

2200

After night audit

Reservations that are not guaranteed with a credit card will be cancelled at 1800. This means that if a reservation is made without providing credit card details to secure it, the reservation will be cancelled automatically at 1800 hours. It is important to guarantee reservations with a credit card to ensure that they are not cancelled.

Explanation

Reservations that are not guaranteed with a credit card will be cancelled at 1800. This means that if a reservation is made without providing credit card details to secure it, the reservation will be cancelled automatically at 1800 hours. It is important to guarantee reservations with a credit card to ensure that they are not cancelled.

15. Space A Reservations may be made ______ day(s) in advance.

Reservations can be made a certain number of days in advance, and the correct answer indicates that the number of days is 30. Alternatively, the word "thirty" also represents the same number of days, so both options are correct.

Explanation

Reservations can be made a certain number of days in advance, and the correct answer indicates that the number of days is 30. Alternatively, the word "thirty" also represents the same number of days, so both options are correct.

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16. DAR stands for:

Daily Accounts Receivable

Daily Accounting Record

Daily Activity Record

Daily Activity Report

DAR stands for Daily Activity Record. This term refers to a document or log that records the daily activities or tasks performed by an individual or a team. It helps in keeping track of the progress, productivity, and accomplishments throughout the day. It is commonly used in various fields such as sales, customer service, and project management to monitor and evaluate daily work activities.

Explanation

DAR stands for Daily Activity Record. This term refers to a document or log that records the daily activities or tasks performed by an individual or a team. It helps in keeping track of the progress, productivity, and accomplishments throughout the day. It is commonly used in various fields such as sales, customer service, and project management to monitor and evaluate daily work activities.

17. If a group is under individual pay they must have all credit cards ______ day(s) prior. If not, the individuals without credit cards will be cancelled.

If a group is under individual pay, it means that each individual in the group is responsible for their own payment. In this case, they must provide their credit card information 14 days prior to the payment due date. If any individuals fail to provide their credit card information within this timeframe, their bookings or reservations may be cancelled. The answer "14" and "fourteen" both indicate the same number of days required for providing credit card information.

Explanation

If a group is under individual pay, it means that each individual in the group is responsible for their own payment. In this case, they must provide their credit card information 14 days prior to the payment due date. If any individuals fail to provide their credit card information within this timeframe, their bookings or reservations may be cancelled. The answer "14" and "fourteen" both indicate the same number of days required for providing credit card information.

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