Front Desk Standards Quiz

36 Questions | Total Attempts: 39

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Front Desk Standards Quiz

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

      3

    • B. 

      4

    • C. 

      5

    • D. 

      6

    • E. 

      7

  • 7. 
    The reservation must be located within…
    • A. 

      5 seconds

    • B. 

      10 seconds

    • C. 

      20 seconds

    • D. 

      30 seconds

    • E. 

      1 minute

  • 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. 
    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

  • 10. 
    What must you do when you offer luggage service to a guest?
    • A. 

      Give the key holder 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 holder 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 holder will be given to the Bell Person so he/she can escort the guest to their room

  • 11. 
    What must NEVER be said loudly?
    • 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 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 Jiaru. 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. 
    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

  • 17. 
    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

  • 18. 
    Guests should wait less than ___ minutes if they are waiting in line.
    • A. 

      2

    • B. 

      4

    • C. 

      6

    • D. 

      8

    • E. 

      10

  • 19. 
    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

  • 20. 
    Well, you're halfway through with the question. You deserve at least two slices of cake (on your own) for that impressive effort... :-)
  • 21. 
    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

  • 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. 
    The telephone must be answered within __ rings.
    • A. 

      2

    • B. 

      3

    • C. 

      4

    • D. 

      5

    • E. 

      Before the answering machine starts

  • 25. 
    What are 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"

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