Front Desk Knowledge

100 Questions | Total Attempts: 55

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Help Desk Quizzes & Trivia

Front Desk Knowledge Quiz for all new Guest Service Representatives. A 90% is required to pass.


Questions and Answers
  • 1. 
    What hotel family is Holiday Inn a part of?
    • A. 

      Hilton

    • B. 

      Marriott

    • C. 

      InterContinental Hotels Group (IHG)

    • D. 

      Holiday Inn Hotels

  • 2. 
    Which exit are we located off of coming from the airport?
    • A. 

      91B

    • B. 

      93B

    • C. 

      97B

    • D. 

      100B

  • 3. 
    What is the name of our frequent guest program?
    • A. 

      Hilton HHonors

    • B. 

      Priority Club Rewards

    • C. 

      Holiday Inn Rewards

    • D. 

      InterContinental Rewards

  • 4. 
    Who is our Director of Sales?
    • A. 

      Nathan Lipps

    • B. 

      Diego Albright

    • C. 

      Brenda Roth

    • D. 

      Tom Patel

  • 5. 
    What do all rooms have in them?  (Select all that apply)
    • A. 

      Mini Fridge

    • B. 

      Microwave

    • C. 

      Whirlpool

    • D. 

      37" High Definition Television

  • 6. 
    What is the name of the primary airport in Columbus?
    • A. 

      Rickenbacker International Airport

    • B. 

      The Ohio State University Airport

    • C. 

      Bolton Field

    • D. 

      Port Columbus International Airport

  • 7. 
    What must you ask for when issuing a new key to a guest?
    • A. 

      The Last Name on the Room

    • B. 

      The Address on File

    • C. 

      The Last Four Digits of the Credit Card on file

    • D. 

      Identification

  • 8. 
    What are the hours of the pool?
    • A. 

      8:00am - 11:00pm

    • B. 

      7:00am - 10:00pm

    • C. 

      6:00am - 11:00pm

    • D. 

      24 Hours

  • 9. 
    Who is the General Manager?
    • A. 

      Nathan Lipps

    • B. 

      Diego Albright

    • C. 

      Brenda Roth

    • D. 

      Tom Patel

  • 10. 
    What time is check in?
    • A. 

      10:00am

    • B. 

      11:00am

    • C. 

      12:00pm

    • D. 

      3:00pm

  • 11. 
    What time is check out?
    • A. 

      10:00am

    • B. 

      11:00am

    • C. 

      12:00pm

    • D. 

      3:00pm

  • 12. 
    We accept cash payments at check in?
    • A. 

      True

    • B. 

      False

  • 13. 
    What command do you type in Holidex to look up a guests Priority Club Rewards number?
    • A. 

      FRP

    • B. 

      FMDS

    • C. 

      F3

    • D. 

      F1

  • 14. 
    How do you look up a confirmation for another hotel in Holidex?
    • A. 

      F1

    • B. 

      F2

    • C. 

      F3

    • D. 

      FMDS

  • 15. 
    Which local gym can guests take their key card to for free entry?
    • A. 

      Lifestyle Family Fitness

    • B. 

      Urban Active

    • C. 

      YMCA

    • D. 

      World Gym

  • 16. 
    What Interstate are we off of?
    • A. 

      I-70

    • B. 

      I-71

    • C. 

      I-270

    • D. 

      I-670

  • 17. 
    What is Holiday Inn's main 800 number?
    • A. 

      1-800-HI-HOTLES

    • B. 

      1-800-MEETINGS

    • C. 

      1-800-HOLIDAY

    • D. 

      1-800-HOLI-INN

  • 18. 
    What are the tiers of Priority Club Rewards? (Select all that apply)
    • A. 

      Base

    • B. 

      Silver

    • C. 

      Gold

    • D. 

      Platinum

    • E. 

      Premium

  • 19. 
    What word is not allowed on the front desk?
    • A. 

      Absolutely

    • B. 

      Yes

    • C. 

      No

    • D. 

      Unfortunately

  • 20. 
    All request offs must be submitted how?
    • A. 

      Text

    • B. 

      Facebook

    • C. 

      Email

    • D. 

      Post It

  • 21. 
    Which floor is the Executive Floor?
    • A. 

      Second

    • B. 

      Third

    • C. 

      Fourth

    • D. 

      Fifth

  • 22. 
    You must always acknowledge a Priority Club Member's status?
    • A. 

      True

    • B. 

      False

  • 23. 
    Which floor is Guest Laundry on?
    • A. 

      First

    • B. 

      Second

    • C. 

      Third

    • D. 

      Fourth

    • E. 

      Fifth

  • 24. 
    What floors are vending and ice machines on? (Select all that apply)
    • A. 

      First

    • B. 

      Second

    • C. 

      Third

    • D. 

      Fourth

    • E. 

      Fifth

  • 25. 
    How much is WiFi?
    • A. 

      $4.99/day

    • B. 

      $9.99/day

    • C. 

      $1.99/hr

    • D. 

      Complimentary

  • 26. 
    How much is parking?
    • A. 

      $10/day

    • B. 

      $15/day

    • C. 

      $20/day

    • D. 

      Free

  • 27. 
    Where do the Columbus Clippers play?
    • A. 

      Cooper Stadium

    • B. 

      Clipper Stadium

    • C. 

      Huntington Park

    • D. 

      Nationwide Arena

  • 28. 
    Where do the Buckeyes play home football games?
    • A. 

      Value City Arena

    • B. 

      Ohio Stadium

    • C. 

      St. John Arena

    • D. 

      Buckeye Stadium

  • 29. 
    What are the hours of the fitness center?
    • A. 

      6:00am - 11:00pm

    • B. 

      8:00am - 11:00pm

    • C. 

      7:00am - 10:00pm

    • D. 

      24 Hours

  • 30. 
    What is the nearest 24 hour sit down restaurant?
    • A. 

      Steak 'n Shake

    • B. 

      Perkins

    • C. 

      Cracker Barrel

    • D. 

      Waffle House

  • 31. 
    Which grocery stores are within one mile? (Select All That Apply)
    • A. 

      Giant Eagle

    • B. 

      Walmart Supercenter

    • C. 

      Meijer

    • D. 

      Kroger

  • 32. 
    Which mall is the closest?
    • A. 

      The Mall at Tuttle Crossing

    • B. 

      Easton Town Center

    • C. 

      Polaris Fashion Place

    • D. 

      Eastland Mall

  • 33. 
    What is the local area code?
    • A. 

      513

    • B. 

      937

    • C. 

      614

    • D. 

      740

  • 34. 
    How many Priority Club Rewards enrollments are we required monthly?
    • A. 

      35

    • B. 

      40

    • C. 

      45

    • D. 

      50

  • 35. 
    What is the guest relations fee that we receive if we do not resolve an issue within the hotel?
    • A. 

      $75

    • B. 

      $100

    • C. 

      $125

    • D. 

      $150

  • 36. 
    When is pay day?
    • A. 

      Every other Friday

    • B. 

      Every other Thursday

    • C. 

      Every other Tuesday

    • D. 

      Every other Monday

  • 37. 
    What do you press in Opera to check Rate & Availability?
    • A. 

      F3

    • B. 

      Shift + F3

    • C. 

      F7

    • D. 

      F8

  • 38. 
    What is our Holidex or Inn Code?
    • A. 

      CMHHL

    • B. 

      CMHBI

    • C. 

      CMH

    • D. 

      CMHIT

  • 39. 
    Which time zone are we in?
    • A. 

      Eastern Time Zone

    • B. 

      Central Time Zone

    • C. 

      Mountain Time Zone

    • D. 

      Pacific Time Zone

  • 40. 
    Which rate code is a Priority Club Reward stay?
    • A. 

      IVEDI

    • B. 

      IVANI

    • C. 

      IDAVR

    • D. 

      IDAAA

  • 41. 
    How much is the AAA discount?
    • A. 

      5%

    • B. 

      10%

    • C. 

      15%

    • D. 

      20%

  • 42. 
    What is our phone number?
    • A. 

      614.335.1150

    • B. 

      614.335.1151

    • C. 

      614.334.1800

    • D. 

      614.334.1801

  • 43. 
    What is our fax number?
    • A. 

      614.335.1150

    • B. 

      614.335.1151

    • C. 

      614.334.1800

    • D. 

      614.334.1801

  • 44. 
    What is our address?
    • A. 

      5495 Hilliard Rome Rd, Columbus, Ohio 43228

    • B. 

      5495 Trabue Rd, Columbus, Ohio 43228

    • C. 

      5495 West Saint James Lutheran Ln, Columbus, Ohio 43228

    • D. 

      5495 Maxwell Pl, Columbus, Ohio 43228

  • 45. 
    Which brand of hotel are we?
    • A. 

      Holiday Inn

    • B. 

      Holiday Inn Express

    • C. 

      Holiday Inn Resort

    • D. 

      Holiday Inn Select

  • 46. 
    What is our smoking and pet fee?
    • A. 

      $150

    • B. 

      $200

    • C. 

      $250

    • D. 

      $300

  • 47. 
    Which rate code is an Employee Reservation?
    • A. 

      IDAVR

    • B. 

      IVEDI

    • C. 

      IVANI

    • D. 

      IDINI

  • 48. 
    By what time must all Priority Club Reward check ins be pre-assigned and pre-keyed?
    • A. 

      8:00am

    • B. 

      9:00am

    • C. 

      12:00pm

    • D. 

      3:00pm

  • 49. 
    How much does it cost a guest to enroll in Priority Club Rewards?
    • A. 

      $1.00

    • B. 

      $5.00

    • C. 

      $10.00

    • D. 

      $0.00

  • 50. 
    How do you look up a guest's point balance in Holidex?
    • A. 

      FMDS

    • B. 

      FMDS + PCR Number

    • C. 

      FRP + PCR Number

    • D. 

      F2

  • 51. 
    What time is the restaurant open for dinner on Tuesdays?
    • A. 

      6:00pm - 10:00pm

    • B. 

      5:00pm - 11:00pm

    • C. 

      5:00pm - 10:00pm

    • D. 

      4:00pm - 10:00pm

  • 52. 
    We are allowed to offer free alcohol to guests if they are mad?
    • A. 

      True

    • B. 

      False

  • 53. 
    All Platinum members must be upgraded to which room types (if available)? (Select all that apply)
    • A. 

      Corner Rooms

    • B. 

      Executive Floor Rooms

    • C. 

      326, 423, 424, 426, 524, 526 (aka King Executives)

    • D. 

      Whirlpool Rooms

  • 54. 
    Which room types do we have in the hotel? (Select All That Apply)
    • A. 

      King Leisure

    • B. 

      Double Queen Leisure

    • C. 

      King Whirlpool Room

    • D. 

      King Suite

    • E. 

      Two Room Suite

  • 55. 
    It is ok to say a guest's room number out loud if no one is around.
    • A. 

      True

    • B. 

      False

  • 56. 
    Who is our Guest Service Manager?
    • A. 

      Nathan Lipps

    • B. 

      Brenda Roth

    • C. 

      Diego Albright

    • D. 

      Tom Patel

  • 57. 
    If rooms are available, guests can check in early at no extra cost.
    • A. 

      True

    • B. 

      False

  • 58. 
    When is it ok to ask a guest for proof an animal is a service animal?
    • A. 

      When the animal is not wearing a jacket.

    • B. 

      When the guest doesn't provide the proper paperwork.

    • C. 

      When the animal is not a dog.

    • D. 

      Never

  • 59. 
    Breakfast is available every morning at what time?
    • A. 

      5:00am - 9:00am

    • B. 

      6:00am - 10:00am

    • C. 

      6:00am - 9:30am

    • D. 

      7:00am - 11:00am

  • 60. 
    Which package includes breakfast?
    • A. 

      Weekend Getaway

    • B. 

      Best-4-Breakfast

    • C. 

      Priority Club Points Package

    • D. 

      AAA Package

  • 61. 
    How do you dial a room?
    • A. 

      0 + Room Number

    • B. 

      7 + Room Number

    • C. 

      8 + Room Number

    • D. 

      9 + Room Number

  • 62. 
    What is the name of our specific property?
    • A. 

      Holiday Inn Columbus

    • B. 

      Holiday Inn Hilliard

    • C. 

      Holiday Inn Columbus-West

    • D. 

      Holiday Inn Columbus-Hilliard

  • 63. 
    We offer room service at our hotel.
    • A. 

      True

    • B. 

      False

  • 64. 
    Which exit would a guest take coming from Dayton?
    • A. 

      91

    • B. 

      91B

    • C. 

      93

    • D. 

      97

  • 65. 
    What brand of shampoo and conditioner is in each guest room?
    • A. 

      Suave

    • B. 

      Biolage

    • C. 

      Bath & Body Works

    • D. 

      Herbal Essences

  • 66. 
    At the end of every reservation you should:
    • A. 

      Give the confirmation number, and thank the guest for calling.

    • B. 

      Read back the date(s) of stay, the room type and the rate, then give the guest his/her confirmation number, then thank the guest for calling.

    • C. 

      Thank the guest for calling.

    • D. 

      Transfer the guest to central reservations.

  • 67. 
    What is the proper way to answer external phone calls?
    • A. 

      Thank you for calling Holiday Inn, my name is _______ how may I help you?

    • B. 

      Good Morning/Afternoon/Evening and thank you for calling the Holiday Inn Columbus-Hilliard, my name is _____ how may I help/assist you?

    • C. 

      Holiday Inn

    • D. 

      Thank you for calling the Holiday Inn Columbus-Hilliard, how may I help you?

  • 68. 
    If a guest's car is broken into, which of the following should be done? (Select All That Apply)
    • A. 

      Alert other guests

    • B. 

      Call the police non-emergency line

    • C. 

      Have the guest fill out an incident report

    • D. 

      Call 911

  • 69. 
    Where is the control for the air conditioning\heating unit in guest rooms?
    • A. 

      In the window

    • B. 

      Next to the bed

    • C. 

      On the wall near the entrance

    • D. 

      In the closet

  • 70. 
    What must you ask if someone calls and wants to talk to a room #?
    • A. 

      Transfer him/her to the room.

    • B. 

      Verify the name on the room, then transfer the call.

    • C. 

      Place the call on hold, call the room, and let the guest know that he/she has a phone call.

    • D. 

      Guests cannot receive outside calls.

  • 71. 
    How many smoking rooms do we have?
    • A. 

      10 rooms

    • B. 

      5 rooms

    • C. 

      2 rooms

    • D. 

      No Rooms

  • 72. 
    Which room is a  King Whirlpool?
    • A. 

      KNGN

    • B. 

      KWCN

    • C. 

      KFTN

    • D. 

      KWPN

  • 73. 
    Which room is a King Wheelchair Accessible?
    • A. 

      KNGN

    • B. 

      KHCN

    • C. 

      KWCN

    • D. 

      KWCR

  • 74. 
    What are the names of the meeting rooms?
    • A. 

      Pikes Room

    • B. 

      Parkins Room

    • C. 

      Buckeye Room

    • D. 

      Holiday Room

  • 75. 
    How many guest rooms are on the first floor?
    • A. 

      0

    • B. 

      5

    • C. 

      10

    • D. 

      20

  • 76. 
    What is the best thing to do with an unhappy guest?
    • A. 

      Make excuses

    • B. 

      Give them free breakfast

    • C. 

      Actively listen

    • D. 

      Direct them to a manager

  • 77. 
    It is ok to put "Business" in the Company Profile
    • A. 

      True

    • B. 

      False

  • 78. 
    How must you answer an internal call?
    • A. 

      This is (your name)

    • B. 

      Guest services, this is (your name)

    • C. 

      Guest services

    • D. 

      Thank you for calling the Holiday Inn Columbus-Hilliard, this is (your name)

  • 79. 
    What must all housekeeping do with their keys when they get them in the morning?
    • A. 

      Let you know they're taking a key

    • B. 

      Sign his/her key out

    • C. 

      Just take a key, the head housekeeper is responsible for the keys

    • D. 

      Housekeeping doesn't use the keys at the front desk

  • 80. 
    Where are emergency keys located, in case of an emergency?
    • A. 

      In the safety deposit box

    • B. 

      In Nathan's office

    • C. 

      In Diego's cupboard

    • D. 

      Under the cash drawer

  • 81. 
    Which channel is HBO on?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4

  • 82. 
    Which channel is the Weather Channel?
    • A. 

      2

    • B. 

      7

    • C. 

      27

    • D. 

      59

  • 83. 
    Where are the emergency water shutoffs located?
    • A. 

      In the maintenance room next to the Laundry Room

    • B. 

      Behind the water wall

    • C. 

      Third Floor

    • D. 

      Next to the pool

  • 84. 
    What should be done 10 - 30 minutes after a guest checks in?
    • A. 

      Credit Card Authorization

    • B. 

      Welcome Courtesy Call

    • C. 

      Turn Down Service

  • 85. 
    If a guest walks into a dirty room, what should you do?
    • A. 

      Apologize and have housekeeping clean the room for the guest.

    • B. 

      Apologize and move the guest to another room.

    • C. 

      Move the guest to another room.

  • 86. 
    A credit card must be swiped at check in, unless there is a credit card authorization on file.
    • A. 

      True

    • B. 

      False

  • 87. 
    Which day is the following week's schedule posted?
    • A. 

      Monday

    • B. 

      Tuesday

    • C. 

      Wednesday

    • D. 

      Thursday

  • 88. 
    What do all credit card paying guests receive under their door, the morning of check out?
    • A. 

      A USA Today

    • B. 

      Rapid Check Out

    • C. 

      Priority Club Rewards Brochure

    • D. 

      The Columbus Dispatch

  • 89. 
    What information must you put in the key machine to make a key?  (Select all that apply)
    • A. 

      Room Number

    • B. 

      Length of Stay

    • C. 

      Guest Name

    • D. 

      Number of Keys

  • 90. 
    What two items must be written in Priority Club Rewards members key jacket?
    • A. 

      Room Number

    • B. 

      Length of Stay

    • C. 

      Point Balance\Total Miles

    • D. 

      Length of Membership

  • 91. 
    Automatic Reconciliation must be ran when?
    • A. 

      First Shift Only

    • B. 

      Second Shift Only

    • C. 

      Audit Shift Only

    • D. 

      Once Every Shift

  • 92. 
    Which rate code is an Advance Purchase?
    • A. 

      IVEDI

    • B. 

      IDAVR

    • C. 

      IVANI

    • D. 

      IDAAA

  • 93. 
    You must ask every guest that is not a Priority Club Rewards member, if he/she would like to join.
    • A. 

      True

    • B. 

      False

  • 94. 
    What must employee reservations present at check in? (Select All That Apply)
    • A. 

      Employee White Card

    • B. 

      Identification

    • C. 

      Pay Stub

    • D. 

      Business Card

  • 95. 
    What is the latest we can serve alcohol in the bar?
    • A. 

      1:00am

    • B. 

      1:30am

    • C. 

      2:00am

    • D. 

      2:30am

  • 96. 
    How much is a Best-4-Breakfast coupon worth?
    • A. 

      $5

    • B. 

      $10

    • C. 

      $15

    • D. 

      $20

  • 97. 
    What type of hotel are we?
    • A. 

      Full Service

    • B. 

      Limited Service

    • C. 

      Extended Stay

    • D. 

      Boutique

  • 98. 
    Which button would you push to place a room out of order?
    • A. 

      Reservations

    • B. 

      Housekeeping Management

    • C. 

      Cashiering

    • D. 

      Maintenance

  • 99. 
    Which hotels have smoking rooms? (Select All That Apply)
    • A. 

      Hampton Inn Columbus-West

    • B. 

      Hawthorn Suites by Wyndham

    • C. 

      Red Roof Inn

    • D. 

      Comfort Suites

    • E. 

      Best Western

  • 100. 
    Which hotels accept pets?
    • A. 

      Hampton Inn Columbus-West

    • B. 

      Red Roof Inn

    • C. 

      Homewood Suites by Hilton - Hilliard

    • D. 

      Holiday Inn Express - Dublin

    • E. 

      Hawthorn Suites by Wyndham