Front Desk Brand Standards Test! Trivia Quiz

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Front Desk Brand Standards Test! Trivia Quiz - Quiz


Have you ever seen the way that a business conducts itself with front desk brand standards? This quiz asks you pertinent questions, such as what must be included during the check-in greeting, if you receive a call at the front desk, what should you do, what must you do when offering newspapers to guests, what should you do if there is no bell person present, etc. You must take this exceptional quiz and learn about business conduct.


Questions and Answers
  • 1. 

    What must be included during the check-in greeting?

    • A.

      Introduce yourself by name, use an energetic and pleasing tone of voice, and use a clear and pleasant greeting with "How may I assist you?”

    • B.

      Introduce yourself by name, use an energetic and pleasing tone of voice, use a clear and pleasant greeting with "How may I assist you?”, use the property name in the greeting

    • C.

      Use an energetic and pleasing tone of voice, use a clear and pleasant greeting with "How may I assist you?”, use the property name in the greeting.

    • D.

      Use an energetic and pleasing tone of voice, use a clear and pleasant greeting with "How may I assist you?”, use the property name in the greeting, and shake the guests' hand.

    Correct Answer
    B. Introduce yourself by name, use an energetic and pleasing tone of voice, use a clear and pleasant greeting with "How may I assist you?”, use the property name in the greeting
    Explanation
    During the check-in greeting, it is important to introduce yourself by name, use an energetic and pleasing tone of voice, and use a clear and pleasant greeting with "How may I assist you?". Additionally, it is recommended to use the property name in the greeting. This helps to create a welcoming and personalized experience for the guests.

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  • 2. 

    What type of pen should you provide to the guest during check-in?

    • A.

      A pen that is clean and in good condition

    • B.

      A standard hotel pen

    Correct Answer
    B. A standard hotel pen
    Explanation
    During check-in, it is important to provide a pen that is clean and in good condition to the guest. This ensures that the guest can easily fill out any necessary forms or documents without any inconvenience. A standard hotel pen is typically reliable and meets the requirements of being clean and in good condition, making it the appropriate choice for this situation.

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  • 3. 

    If you receive a call while at the front desk, what should you do?

    • A.

      Direct the call to the back office

    • B.

      Politely ask the guest in front of you to wait while you take the phone call

    • C.

      Answer the phone and place the caller on hold

    Correct Answer
    A. Direct the call to the back office
    Explanation
    When receiving a call while at the front desk, the best course of action is to direct the call to the back office. This ensures that the guest at the front desk is not interrupted or made to wait while you handle the phone call. By transferring the call to the back office, you can provide uninterrupted service to the guest in person while also attending to the caller's needs.

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  • 4. 

    How many times must the guest’s surname be used during check-in?

    • A.

      1

    • B.

      2

    • C.

      3

    • D.

      4

    • E.

      5

    Correct Answer
    B. 2
    Explanation
    During check-in, the guest's surname needs to be used two times. This implies that the guest's surname must be mentioned twice, either while providing identification or completing the necessary paperwork.

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  • 5. 

    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

    Correct Answer
    B. Offer the guest a choice of newspapers or the option of not receiving a daily newspaper
    Explanation
    When offering newspapers to guests, it is important to provide them with a choice. This allows the guests to select the newspaper that they prefer or even opt out of receiving a daily newspaper if they so desire. By offering this choice, the host ensures that the guests' preferences and needs are respected and accommodated.

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  • 6. 

    The reservation must be located within…

    • A.

      5 seconds

    • B.

      10 seconds

    • C.

      20 seconds

    • D.

      30 seconds

    • E.

      1 minute

    Correct Answer
    D. 30 seconds
    Explanation
    The correct answer is 30 seconds because the reservation must be located within that time frame. This means that the reservation should be found and confirmed within 30 seconds of searching or making the request. Any reservation that takes longer than 30 seconds to locate would not meet the requirement.

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  • 7. 

    The check-in must be completed within ____ minutes.

    • A.

      3

    • B.

      4

    • C.

      5

    • D.

      6

    • E.

      7

    Correct Answer
    B. 4
    Explanation
    The check-in must be completed within 4 minutes. This implies that there is a specific time limit for completing the check-in process, and it must be done within 4 minutes.

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  • 8. 

    For a group check-in or during peak check-in times, additional staff needs to be deployed to tag luggage which must then be delivered to the room within ___ minutes.

    • A.

      5

    • B.

      10

    • C.

      15

    • D.

      20

    • E.

      30

    Correct Answer
    B. 10
    Explanation
    During group check-in or peak check-in times, additional staff needs to be deployed to tag luggage. This is necessary to ensure that the luggage is properly identified and delivered to the correct room. The luggage should be delivered within a reasonable amount of time to ensure customer satisfaction. A time frame of 10 minutes seems appropriate as it allows for efficient handling of luggage without causing unnecessary delays for the guests.

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  • 9. 

    What must you do when you offer luggage service to a guest?

    • A.

      Give the key packet to the guest and point them to the elevator. Tell them that the Bell Person will bring their bags to their room.

    • B.

      Give the key packet to the Bell Person and tell them to have a nice stay

    • C.

      Introduce the guest to Bell Person and inform Bell Person of guest’s surname and tell the guest that the key packet will be given to the Bell Person so he/she can escort the guest to their room

    Correct Answer
    C. Introduce the guest to Bell Person and inform Bell Person of guest’s surname and tell the guest that the key packet will be given to the Bell Person so he/she can escort the guest to their room
    Explanation
    When offering luggage service to a guest, it is important to introduce the guest to the Bell Person and provide them with the guest's surname. Additionally, inform the Bell Person that the key packet will be given to them so that they can escort the guest to their room. This ensures that the guest's luggage is properly taken care of and that they are guided to their room by a staff member.

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  • 10. 

    If no bell person is present, what should you do?

    • A.

      Don’t mention anything to the guest about the bell person, we don’t want them to think that we are unprepared

    • B.

      Hand all the registration materials and key packet to the guest, offer to call a bell person, and give them directions to their room

    • C.

      Hand all the registration materials and key packet to the guest and offer to call a bell person

    Correct Answer
    B. Hand all the registration materials and key packet to the guest, offer to call a bell person, and give them directions to their room
    Explanation
    If no bell person is present, the best course of action is to hand all the registration materials and key packet to the guest, offer to call a bell person, and give them directions to their room. This ensures that the guest is provided with the necessary materials and assistance to settle into their room smoothly, despite the absence of a bell person. It also shows a proactive approach in addressing the situation and providing the best possible service to the guest.

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  • 11. 

    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

    Correct Answer
    D. The guest’s room number
    Explanation
    It is important to never say the guest's room number verbally because it can compromise the security and privacy of the guest. Sharing the room number openly can allow unauthorized individuals to access the guest's room or potentially cause harm. Therefore, it is crucial to communicate the guest's room number through secure and confidential means, such as written communication or electronic systems.

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  • 12. 

    What is NOT necessary to verify during check-in?

    • A.

      Room type, bed size, and departure date

    • B.

      Guest’s full name and address

    • C.

      Company name (if applicable)

    • D.

      Restaurant reservations

    • E.

      Room rate via collateral given to guest, or by guest initials by room rate on registration card

    Correct Answer
    D. Restaurant reservations
    Explanation
    During check-in, it is not necessary to verify restaurant reservations. The other options mentioned, such as room type, bed size, departure date, guest's full name and address, company name (if applicable), and room rate, are all essential details that need to be confirmed during the check-in process. However, restaurant reservations are not typically a part of the check-in procedure and can be handled separately.

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  • 13. 

    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 the guest based on empathic listening.

    Correct Answer
    B. Offer to book the guest a room at a hotel nearby.
    Explanation
    The correct answer is "Offer to book the guest a room at a hotel nearby." This option is not mentioned as one of the actions to take if the guest room is not ready at the time of check-in. The other options, such as providing alternatives, offering a complimentary amenity, apologizing to the guest, and determining the best options based on empathic listening, are all mentioned as appropriate actions to take in such a situation.

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  • 14. 

    Which of the following is an example of the correct way to end the check-in process?

    • A.

      “Thank you for choosing to stay with us. I hope you enjoy your stay. Is there anything else I can assist you with?”

    • B.

      “Thank you for choosing to stay with us. Is there anything else I can assist you with?”

    • C.

      “Have a nice stay. My name is Bob. Let me know if you have any questions.”

    Correct Answer
    A. “Thank you for choosing to stay with us. I hope you enjoy your stay. Is there anything else I can assist you with?”
    Explanation
    The correct answer is the first option, "Thank you for choosing to stay with us. I hope you enjoy your stay. Is there anything else I can assist you with?" This option not only expresses gratitude for the guest's choice to stay at the establishment but also shows a genuine desire to assist the guest further if needed. It creates a positive and welcoming impression, ensuring a satisfactory check-in process. The other options either miss expressing hope for an enjoyable stay or do not offer assistance beyond the check-in process.

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  • 15. 

    Which of the following is NOT necessary when opening the interaction for check-out?

    • A.

      Open the interaction with eye contact, a smile, and greeting

    • B.

      Use a clear, pleasant, and energetic tone of voice

    • C.

      Make a discreet inquiry about the guest’s satisfaction with their stay

    • D.

      Use the hotel name in your greeting

    Correct Answer
    D. Use the hotel name in your greeting
    Explanation
    When opening the interaction for check-out, it is not necessary to use the hotel name in your greeting. While it is important to open the interaction with eye contact, a smile, and a greeting, use a clear, pleasant, and energetic tone of voice, and make a discreet inquiry about the guest's satisfaction with their stay, mentioning the hotel name in the greeting is not a requirement.

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  • 16. 

    Which of the following should NOT be done when settling the bill during check-out?

    • A.

      Verify the guest’s room number and their method of payment.

    • B.

      Make a discreet inquiry about any charges (such as breakfast or a final phone call) that may not be posted yet.

    • C.

      Ask the guest if he/she would like to review, or has reviewed, the bill before final bill is presented.

    • D.

      Tell the guest the total amount that they will be charged for their stay.

    • E.

      Collect and process payment discretely.

    Correct Answer
    D. Tell the guest the total amount that they will be charged for their stay.
    Explanation
    When settling the bill during check-out, it is important to verify the guest's room number and method of payment, make discreet inquiries about any charges that may not be posted yet, and ask the guest if they would like to review the bill before presenting the final bill. It is also important to collect and process payment discreetly. However, telling the guest the total amount they will be charged for their stay should not be done during check-out as it may cause confusion or dissatisfaction if there are any additional charges or adjustments that need to be made.

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  • 17. 

    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.

    Correct Answer
    A. Ask for the guest’s for name, home address or telephone number to confirm guest’s identity. Also, ask for a photo ID.
    Explanation
    If a guest has lost their room key, it is important to confirm their identity before providing them with a new key. Asking for the guest's name, home address, or telephone number helps to verify their identity. Additionally, requesting a photo ID further ensures that the person requesting the key is indeed the guest assigned to the room. This process helps maintain the security and privacy of the hotel and its guests.

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  • 18. 

    What newspapers must be available at the front desk?

    • A.

      A local newspaper

    • B.

      The USA Today or New York Times

    • C.

      New York Times, and/or USA Today plus a local newspaper

    Correct Answer
    C. New York Times, and/or USA Today plus a local newspaper
    Explanation
    The correct answer is New York Times, and/or USA Today plus a local newspaper. This means that at the front desk, there should be either the New York Times or USA Today or both, along with a local newspaper.

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  • 19. 

    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

    Correct Answer
    B. 2
    Explanation
    If there are more than 2 guests waiting in line/queue, additional staff members need to be summoned. This is because having more than 2 guests waiting indicates that the current staff may not be able to handle the workload efficiently, leading to longer waiting times and potentially dissatisfied customers. By summoning additional staff members, the workload can be distributed effectively, ensuring prompt service and customer satisfaction.

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  • 20. 

    Guests should wait less than ___ minutes if they are waiting in line.

    • A.

      2

    • B.

      4

    • C.

      6

    • D.

      8

    • E.

      10

    Correct Answer
    B. 4
    Explanation
    The correct answer is 4 because it is the only option that is less than 6. Guests should wait for a shorter period of time in order to have a better experience and avoid frustration.

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  • 21. 

    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

    Correct Answer
    B. Professionally made
    Explanation
    The sign at the front desk should be professionally made because it represents the image and professionalism of the establishment. A professionally made sign is likely to be of higher quality, visually appealing, and durable. It shows that the business pays attention to detail and cares about creating a positive impression on its customers. A professionally made sign also conveys a sense of trustworthiness and reliability.

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  • 22. 

    What types of objects can we have behind our ears?

    • A.

      A communication earpiece

    • B.

      A communication earpiece, a pen, or a pencil

    • C.

      A communication earpiece, a pen, a pencil, or a cigarette

    Correct Answer
    A. A communication earpiece
    Explanation
    The correct answer is a communication earpiece. This is because the question is asking about the types of objects that can be found behind our ears, and a communication earpiece is a common object that is worn behind the ear for communication purposes. The other options listed, such as a pen, pencil, or cigarette, are not typically found behind the ear.

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  • 23. 

    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

    Correct Answer
    C. Be located in visible sections or spread out to assist guests, rather than huddled together talking
    Explanation
    When in the presence of guests, it is important to be located in visible sections or spread out to assist guests, rather than huddled together talking. This ensures that guests can easily find assistance and feel attended to. Standing near co-workers and communicating easily may be convenient for the staff, but it may give the impression that they are not available to help guests. Turning your back to guests while talking to a co-worker can be seen as rude and may make guests feel ignored. Therefore, being visible and accessible to guests is the most appropriate behavior in this situation.

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  • 24. 

    What are the 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"

    Correct Answer
    A. “Please”, “thank you” and "may I suggest"
    Explanation
    The appropriate things to say to guests are "Please", "thank you", and "may I suggest". These phrases demonstrate politeness, gratitude, and a willingness to offer assistance or recommendations. They create a welcoming and respectful atmosphere for the guests.

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  • 25. 

    When dealing with a difficult guest you should NOT…

    • A.

      Use empathic listening

    • B.

      Explain why they are wrong

    • C.

      Seek to first understand, then to be understood and reflect statements and feelings back to guest

    • D.

      Follow through with the resolution (the guest should not be passed off onto another employee)

    • E.

      Make a follow up call to guest to confirm that concerns expressed were resolved to the guest’s satisfaction

    Correct Answer
    B. Explain why they are wrong
  • 26. 

    The telephone must be answered within __ rings.

    • A.

      2

    • B.

      3

    • C.

      4

    • D.

      5

    • E.

      Before the answering machine starts

    Correct Answer
    B. 3
    Explanation
    The telephone must be answered within 3 rings to ensure that the call is promptly attended to. Answering the phone within this timeframe demonstrates good customer service and efficiency. Waiting longer than 3 rings may result in the caller becoming impatient or hanging up, potentially leading to missed opportunities or dissatisfied customers. Therefore, answering within 3 rings is important for maintaining effective communication and providing a positive experience for callers.

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  • 27. 

    Which is a proper telephone greeting?

    • A.

      “Good afternoon. This is Susan, how may I assist you?”

    • B.

      “Thank you for calling Rum Cay, a RockResort. This is Susan. How may I assist you?”

    • C.

      “Good afternoon, thank you for calling Rum Cay, a RockResort. This is Susan. How may I assist you?”

    • D.

      “Good afternoon, thank you for calling Rum Cay, a RockResort. This is Susan. What is your name?”

    Correct Answer
    C. “Good afternoon, thank you for calling Rum Cay, a RockResort. This is Susan. How may I assist you?”
    Explanation
    The correct answer is "Good afternoon, thank you for calling Rum Cay, a RockResort. This is Susan. How may I assist you?" because it includes a polite greeting, identifies the company, and offers assistance to the caller. It is a professional and courteous way to answer a phone call in a business setting.

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  • 28. 

    If a guest calls and asks to be connected to a room number, you should…

    • A.

      Transfer the call, as they requested

    • B.

      Tell them, “Yes, it will be my pleasure to connect you to Mr. Smith’s room”

    • C.

      Ask the caller to verify the guest’s name

    • D.

      Tell them that you cannot transfer calls to rooms

    • E.

      Tell them, “Yes, it will be my pleasure to connect you"

    Correct Answer
    C. Ask the caller to verify the guest’s name
    Explanation
    When a guest calls and asks to be connected to a room number, it is important to ask the caller to verify the guest's name. This is necessary to ensure that the caller is actually trying to reach the correct guest and to maintain security and privacy. By asking the caller to verify the guest's name, the hotel staff can confirm the identity of the caller and make sure that they are connecting the call to the correct room. This step helps to prevent any potential unauthorized access or privacy breaches.

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  • 29. 

    Guests should not be placed on hold for more than ___ seconds.

    • A.

      10

    • B.

      15

    • C.

      20

    • D.

      25

    • E.

      30

    Correct Answer
    B. 15
    Explanation
    The correct answer is 15 because it is the most reasonable and appropriate option. Placing guests on hold for too long can lead to frustration and dissatisfaction. While 10 seconds may be too short and insufficient to address their needs, 20 seconds or more can be excessive and may result in a negative customer experience. Therefore, 15 seconds strikes a balance between attending to other tasks and ensuring prompt assistance for the guests.

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  • 30. 

    If hold time expected to exceed ___ seconds, ask for and wait to receive permission before returning caller to hold

    • A.

      15

    • B.

      20

    • C.

      25

    • D.

      30

    • E.

      45

    Correct Answer
    A. 15
    Explanation
    If the hold time is expected to exceed 15 seconds, it is important to ask for and wait to receive permission before returning the caller to hold. This is because a hold time longer than 15 seconds may lead to frustration and dissatisfaction for the caller. By asking for permission and waiting, it shows respect for the caller's time and allows them to decide whether they are willing to wait or prefer an alternative solution.

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  • 31. 

    Which is NOT an appropriate thing to say before transferring a call?

    • A.

      “Thank you, I’ll connect you”

    • B.

      “I will transfer you now.”

    • C.

      “My pleasure to connect you”

    Correct Answer
    B. “I will transfer you now.”
    Explanation
    The phrase "I will transfer you now" is not an appropriate thing to say before transferring a call because it lacks politeness and professionalism. It does not express gratitude or provide reassurance to the caller. Instead, it may make the caller feel rushed or unimportant. It is important to maintain a courteous and helpful tone while transferring calls to ensure a positive customer experience.

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  • 32. 

    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

    Correct Answer
    D. Wait to hear a response from the guest
    Explanation
    For wake up calls, it is important to use the guest's surname, repeat the exact time back to the guest, make the wake up call personally at the exact time requested, and use a pleasant parting remark. However, waiting to hear a response from the guest is not necessary as it may delay the process and disrupt the guest's schedule.

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  • 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

    Correct Answer
    E. Explain why they are receiving the rate you give them
    Explanation
    The correct answer is "Explain why they are receiving the rate you give them." This is because when making a reservation, it is not necessary to provide an explanation for the rate given to the caller. The other options listed are all important steps to take when making a reservation, such as qualifying the dates, providing alternative options if needed, asking about the purpose of the visit, and giving a description of room types and amenities.

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  • 34. 

    When dealing with a reservation call, you must do all of the following, EXCEPT:

    • A.

      Tell the guest about the expected weather during their stay

    • B.

      Use the guest’s name at least once during the call

    • C.

      Always allow the guest to hang up first

    • D.

      Ask if anything is needed

    • E.

      Thank guest for the call

    Correct Answer
    A. Tell the guest about the expected weather during their stay
  • 35. 

    What should be qualified during a reservation call?

    • A.

      Bed type

    • B.

      Method of payment

    • C.

      Number of guests

    • D.

      Room type

    • E.

      All of the above

    Correct Answer
    E. All of the above
    Explanation
    During a reservation call, all of the mentioned factors should be qualified. The bed type is important to ensure the guest's comfort and preferences are met. The method of payment needs to be confirmed to secure the reservation and avoid any payment issues later. The number of guests is necessary to determine the appropriate room size and occupancy. Lastly, the room type should be specified to match the guest's requirements and preferences. Therefore, all of these factors need to be addressed and qualified during a reservation call.

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