Guest Service Representatives Quiz

20 Questions | Total Attempts: 14

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Service Quizzes & Trivia

This test is for all GSRs. It will help assess knowledge and skills.


Questions and Answers
  • 1. 
    What is the name of the application we use the most on a daily basis?
    • A. 

      Choice Central

    • B. 

      Medallia

    • C. 

      ChoiceAdvantage

    • D. 

      Dollars on the Net

    • E. 

      Choice Hotels

  • 2. 
    When you want to lookup rate & occupancy and other key data, which page would you go to?
    • A. 

      Performance Statistics

    • B. 

      CRS Notifications

    • C. 

      Quick Statistics

    • D. 

      Hotel Configuration

  • 3. 
    Name three reasons why we fill out shift checklists?
  • 4. 
    What does ADR stand for?
    • A. 

      Average Daily Revenue

    • B. 

      Average Daily Rate

    • C. 

      Average Daily Recievables

    • D. 

      All Day Rate

  • 5. 
    Who pays your paycheck?
    • A. 

      The guests

    • B. 

      Your GM

    • C. 

      Your Corporate Office

    • D. 

      Choice Hotels

  • 6. 
    If a guests whos up without a reservation, what are they called?
    • A. 

      No Show

    • B. 

      Arrival

    • C. 

      Walk-In

    • D. 

      Guest without reservation

  • 7. 
    Of the following, which is the most appropriate greeting for a guest who enters the lobby to check-in?
    • A. 

      Hello Sir/Mam, How are you doing? How May I help You!

    • B. 

      Hi there, are you checking in?

    • C. 

      Yes Sir/Mam, How can I help you?

    • D. 

      What do you want?

  • 8. 
    Describe the steps to change a room type on a reservation.  Example:  Mrs. Smith has an existing reservation for a double, and would like to switch to a King.
  • 9. 
    As of 1/1/09, it has become a Choice Hotels standard, to use the guests name at least once during the Welcome/Check In Process.  It is okay if we call  a couple of guests by their name, and then forget to call the next few by their names.
    • A. 

      TRUE

    • B. 

      FALSE

  • 10. 
    When a guest tells you they have a reservation, and you find it in the PMS; what is one of the first things you must do?
    • A. 

      Confirm the room type and the number of nights they will be staying.

    • B. 

      Make a comment about their city, state they are from.

    • C. 

      Inform the guests about our amenities.

    • D. 

      Let the guest know You have found their reservation, and you will just need to see the guests credit card.

  • 11. 
    It is important to swipe the guests credit card & get the security code, each and every time you check in a guest (exception: prepaid reservations).
    • A. 

      TRUE

    • B. 

      FALSE

  • 12. 
    It is not okay to say the guests _______ ________ and ___________ during the check in process.
  • 13. 
    A courtesy call should be placed within how many minutes after a guest checks in?
    • A. 

      15

    • B. 

      20

    • C. 

      30

    • D. 

      45

  • 14. 
    Explain the Express Check-In Concept.
  • 15. 
    What is the most correct greeting that we use when we answer the phone?
    • A. 

      Thank you for calling Comfort Inn & Suties, this is Joe, how may I help you?

    • B. 

      Comfort Inn

    • C. 

      Thank You for calling Comfort Inn

    • D. 

      Hello this is Comfort Inn, Joe speaking, How May I help you?

    • E. 

      Thank you for calling Choice Hotels Muncie, this Joe, How May I Help You?

  • 16. 
    If a guest has a problem in the room, and comes down or calls to complain; what do you do?
  • 17. 
    What are two most important things to remember when checking in a guest after audit?  And why are they important?
  • 18. 
    What is the most correct question to ask a guest at check-out?
    • A. 

      How was your stay?

    • B. 

      Did you like our hotel?

    • C. 

      So you're finally going home huh?

    • D. 

      Did you enjoy your stay?

    • E. 

      How was your stay? Is there anything we could have done to make it more enjoyable?

  • 19. 
    Why do we do the call around for rates?
    • A. 

      To help better understand our competition

    • B. 

      An extra thing to keep us busy

    • C. 

      To see whos the busiest

    • D. 

      To see whos working the shift

    • E. 

      To see whos charging the most

  • 20. 
    TRUE OR FALSE: If a guest checks out in the late evening before you run the audit, you must manually post the nights room charge?
    • A. 

      TRUE

    • B. 

      FALSE