Wednesday 2 September 2015

Front Desk Multiple Choice Questions And Answers

21) 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
Ans: B

22) 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
Ans: A

23) If a guest calls and asks to be connected to a room number, you should…
  A. Transfer the call, as they requested
  B. Tell them, “Yes, it will be my pleasure to connect you to Mr. Smith’s room”
  C. Ask the caller to verify the guest’s name
  D. Tell them that you cannot transfer calls to rooms
  E. Tell them, “Yes, it will be my pleasure to connect you"
Ans: C

24) 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 (Your Answer)
  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
Ans: B


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
Ans: B

26) Guests should not be placed on hold for more than ___ seconds.
  A. 10
B. 15
C. 20
  D. 25
  E. 30
Ans: B

27) The telephone must be answered within __ rings.
  A. 2
  B. 3
  C. 4
  D. 5
  E. Before the answering machine starts
Ans: B

28) Which is a proper telephone greeting?
  A. “Good afternoon. This is Susan, how may I assist you?”
B. “Thank you for calling Rum Cay, a RockResort. This is Susan. How may I assist you?”
  C. “Good afternoon, thank you for calling Rum Cay, a RockResort. This is Susan. How may I assist you?”
  D. “Good afternoon, thank you for calling Rum Cay, a RockResort. This is Susan. What is your name?”
Ans: C

29) 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
 Ans: D

30) Which is NOT an appropriate thing to say before transferring a call?
  A. “Thank you, I’ll connect you”
  B. “I will transfer you now.”
  C. “My pleasure to connect you”
Ans: B

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