6 Questions
What is the correct procedure when a guest's credit card is declined?
Ask the guest to provide an alternative payment method and try to re-run the card
Which of the following is NOT included in the 5 steps of checking in a guest?
Providing the guest with a complimentary room upgrade
What is the correct procedure when a guest loses an item in their room?
Ask the guest to fill out a lost and found form and log the item
What information should NOT be shared with a 3rd party booking platform like Expedia?
Guest's credit card information
What is the smoking policy of our hotel?
Our hotel is smoke-free
What is one of the benefits of enrolling in Marriott Bonvoy?
Guests earn points that can be redeemed for free nights
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
Test your knowledge on front desk operations, including website information, room types, amenities, restaurant services, and check-in/check-out procedures.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
