Front Desk Agent Training Quiz
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Questions and Answers

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?

  • 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?

  • 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?

    <p>Guest's credit card information</p> Signup and view all the answers

    What is the smoking policy of our hotel?

    <p>Our hotel is smoke-free</p> Signup and view all the answers

    What is one of the benefits of enrolling in Marriott Bonvoy?

    <p>Guests earn points that can be redeemed for free nights</p> Signup and view all the answers

    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
    • 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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    Description

    Test your knowledge on front desk operations, including website information, room types, amenities, restaurant services, and check-in/check-out procedures.

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