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Questions and Answers
What is the correct procedure when a guest's credit card is declined?
What is the correct procedure when a guest's credit card is declined?
- Cancel the guest's reservation and inform them that their card was declined
- Ask the guest to provide an alternative payment method and try to re-run the card (correct)
- Inform the guest that we cannot accept their credit card and offer no alternative
- Try to re-run the card multiple times to see if it will go through
Which of the following is NOT included in the 5 steps of checking in a guest?
Which of the following is NOT included in the 5 steps of checking in a guest?
- Assigning a room to the guest
- Verifying the guest's ID and credit card
- Issuing a room key to the guest
- Providing the guest with a complimentary room upgrade (correct)
What is the correct procedure when a guest loses an item in their room?
What is the correct procedure when a guest loses an item in their room?
- Encourage the guest to file a police report and claim insurance
- Offer to replace the item immediately
- Ask the guest to fill out a lost and found form and log the item (correct)
- Tell the guest that we are not responsible for lost items
What information should NOT be shared with a 3rd party booking platform like Expedia?
What information should NOT be shared with a 3rd party booking platform like Expedia?
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What is the smoking policy of our hotel?
What is the smoking policy of our hotel?
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What is one of the benefits of enrolling in Marriott Bonvoy?
What is one of the benefits of enrolling in Marriott Bonvoy?
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Study Notes
Front Desk Agent Knowledge Assessment
Website Knowledge
- Familiarity with the website's features and functionalities
Room Types
- Ability to find and identify different room types
- Knowledge of room types and their corresponding amenities
Amenities
- List of amenities included in the room rate
- Examples of amenities: thermostat, TV, extra shampoo, towels, etc.
Restaurant
- Familiarity with the restaurant's menu and hours of operation
- Ability to navigate Open Table software
- 5 key menu items to know
Menu Location
- Knowledge of where the menu is located (e.g. website, in-room, etc.)
Check-In Process
- 5 steps to complete a successful check-in:
- Step 1: ...
- Step 2: ...
- Step 3: ...
- Step 4: ...
- Step 5: ...
In-House Questions
- Knowledge of common in-house questions and answers
- Examples: thermostat, TV, extra shampoo, towels, noise, etc.
Check-Out Process
- 5 steps to complete a successful check-out:
- Step 1: ...
- Step 2: ...
- Step 3: ...
- Step 4: ...
- Step 5: ...
Credit Card Decline
- Action plan to take when a credit card is declined
- Steps to resolve the issue
Online Travel Agencies (OTAs)
- Knowledge of 3rd party OTAs (e.g. Expedia, Airbnb)
- Information not to share with OTAs (e.g. guest personal details)
Lost and Found
- Procedure to handle lost and found items
- Steps to follow when handling lost and found items
Room Signage
- Ability to identify and sign 5 different room types
- Knowledge of room types and their corresponding amenities
Pet Policy
- Knowledge of pet policy and procedures
- Pet form and fee requirements
- Exceptions to pet fee (e.g. service animals)
Smoking Policy
- Hotel's smoking policy (smoke-free)
- Ability to answer trick questions about smoking policy
Room Benefits
- Knowledge of benefits of each room type/suite
- Examples: balcony, patio, bathtub, sofa, etc.
Marriott Bonvoy Enrollments
- Knowledge of Marriott Bonvoy program and enrollment process
- Benefits of enrolling in Marriott Bonvoy program
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