Front Desk Brand Standards Test! Trivia Quiz

25 Questions | Total Attempts: 4279

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Front Desk Brand Standards Test! Trivia 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.

  • 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

  • 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

  • 4. 
    How many times must the guest’s surname be used during check-in?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4

    • E. 

      5

  • 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

  • 6. 
    The reservation must be located within…
    • A. 

      5 seconds

    • B. 

      10 seconds

    • C. 

      20 seconds

    • D. 

      30 seconds

    • E. 

      1 minute

  • 7. 
    The check-in must be completed within ____ minutes.
    • A. 

      3

    • B. 

      4

    • C. 

      5

    • D. 

      6

    • E. 

      7

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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.”

  • 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

  • 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.

  • 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.

  • 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

  • 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

  • 20. 
    Guests should wait less than ___ minutes if they are waiting in line.
    • A. 

      2

    • B. 

      4

    • C. 

      6

    • D. 

      8

    • E. 

      10

  • 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

  • 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

  • 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

  • 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"

  • 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

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