Guest Service Representatives Quiz
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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
Correct Answer
C. ChoiceAdvantageExplanation
ChoiceAdvantage is the correct answer because it is the application that is used the most on a daily basis. The other options listed are not commonly used applications or are unrelated to daily use.Rate this question:
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- 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
Correct Answer
C. Quick StatisticsExplanation
The Quick Statistics page is the most suitable option for looking up rate & occupancy and other key data. This page is specifically designed to provide a quick overview of important statistics related to the hotel's performance. It allows users to easily access and analyze essential data without the need for extensive navigation or searching. The Performance Statistics page may provide more detailed information, but the Quick Statistics page offers a convenient and efficient way to access the specific data needed. The CRS Notifications and Hotel Configuration pages are not relevant to this specific task.Rate this question:
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- 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
Correct Answer
B. Average Daily RateExplanation
ADR stands for Average Daily Rate. This term is commonly used in the hospitality industry to refer to the average revenue generated per room in a hotel on a daily basis. It is calculated by dividing the total room revenue by the number of rooms sold. ADR is an important metric for hotels as it helps them measure their pricing strategy and overall financial performance.Rate this question:
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- 5.
Who pays your paycheck?
- A.
The guests
- B.
Your GM
- C.
Your Corporate Office
- D.
Choice Hotels
Correct Answer
A. The guestsExplanation
The guests pay your paycheck because they are the ones who stay at the hotel and pay for their accommodations. As an employee, your salary is funded by the revenue generated from the guests' payments. Without the guests, there would be no income for the hotel, and therefore no funds to pay your paycheck.Rate this question:
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- 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
Correct Answer
C. Walk-InExplanation
A guest who shows up without a reservation is called a walk-in. This term is commonly used in the hospitality industry to refer to individuals who arrive at a hotel, restaurant, or other establishments without having made prior arrangements. Walk-in guests are accommodated on a first-come, first-served basis, depending on availability.Rate this question:
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- 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?
Correct Answer
A. Hello Sir/Mam, How are you doing? How May I help You!Explanation
The most appropriate greeting for a guest who enters the lobby to check-in is "Hello Sir/Mam, How are you doing? How May I help You!" This greeting is polite and welcoming, showing the guest that their presence is acknowledged and that the staff is ready to assist them. It sets a positive tone for the interaction and demonstrates good customer service.Rate this question:
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- 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
Correct Answer
B. FALSEExplanation
The explanation for the answer "FALSE" is that it states that 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. However, it also states that it is okay if they call a couple of guests by their name and then forget to call the next few by their names. This contradicts the idea of it being a standard, as a standard would imply consistency in using guests' names. Therefore, the statement is false.Rate this question:
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- 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.
Correct Answer
A. Confirm the room type and the number of nights they will be staying.Explanation
When a guest tells you they have a reservation and you find it in the PMS, one of the first things you must do is confirm the room type and the number of nights they will be staying. This is important to ensure that the guest is assigned the correct room and that their reservation matches their expectations. By confirming these details, you can provide a seamless check-in experience for the guest and avoid any potential issues or misunderstandings during their stay.Rate this question:
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- 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
Correct Answer
A. TRUEExplanation
Swiping the guest's credit card and obtaining the security code is important during check-in to ensure the validity of the card and to prevent any fraudulent activities. This step helps to verify the guest's identity and protects the hotel from potential losses due to chargebacks or unauthorized card usage. However, prepaid reservations may not require swiping the card as the payment has already been made in advance.Rate this question:
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- 12.
It is not okay to say the guests _______ ________ and ___________ during the check in process.
Correct Answer
Room Number, NameExplanation
During the check-in process, it is not appropriate to say the guests' room number and name. Revealing this information in a public setting can compromise the guests' privacy and security. It is important to handle guest information confidentially and only share it with authorized personnel.Rate this question:
- 13.
A courtesy call should be placed within how many minutes after a guest checks in?
- A.
15
- B.
20
- C.
30
- D.
45
Correct Answer
A. 15Explanation
A courtesy call should be placed within 15 minutes after a guest checks in to ensure that they have settled in comfortably and to address any immediate concerns or needs they may have. This prompt response shows attentiveness and a commitment to providing excellent customer service.Rate this question:
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- 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?
Correct Answer
A. Thank you for calling Comfort Inn & Suties, this is Joe, how may I help you?Explanation
The given answer is the most correct greeting because it follows the standard phone etiquette. It starts with a polite acknowledgement of the caller's action ("Thank you for calling"), identifies the name of the hotel ("Comfort Inn & Suites"), introduces the person answering the call ("this is Joe"), and offers assistance ("how may I help you?"). This greeting is professional, friendly, and provides all the necessary information to the caller.Rate this question:
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- 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?
Correct Answer
E. How was your stay? Is there anything we could have done to make it more enjoyable?Explanation
The most correct question to ask a guest at check-out is "How was your stay? Is there anything we could have done to make it more enjoyable?" This question is appropriate as it allows the guest to provide feedback on their experience and gives the hotel an opportunity to address any issues or make improvements for future guests. It shows that the hotel values the guest's opinion and wants to ensure their satisfaction.Rate this question:
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- 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
Correct Answer
A. To help better understand our competitionExplanation
The call around for rates is done to help better understand our competition. By contacting other businesses and gathering information about their rates, we can gain insights into how our competitors are pricing their products or services. This information can be valuable in determining our own pricing strategy and staying competitive in the market.Rate this question:
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- 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
Correct Answer
A. TRUEExplanation
If a guest checks out in the late evening before the audit is run, the nights room charge must be manually posted. This means that if the guest checks out after the audit has been run, the system will not automatically charge them for the night's stay. Therefore, the statement is true.Rate this question:
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