Q1 Periodic Test - TLE 9 (Front Office Services)
Quiz by Nel Villon
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- Q1
Call opening includes
Greetings and your name
Greetings, your and company name
Your and your company’s address
You and your company
30s - Q2
Imagine yourself being in the office where all people are busy doing their daily tasks, and then suddenly the telephone near you rings and someone approaches you to answer the call. What should you do?
Pickup and answer the telephone with a low tone of voice
Answer a call and greet the guest and listen to his/her concern
Answer the telephone by saying “Good morning! How may I help you?”
Answer phone calls with the correctmanners and greet the guest with appropriate greetings and provides friendlyservice.
30s - Q3
You are assigned to a Front desk in one of the famous hotels in the Philippines. The caller wants to make a reservation in your hotel. How do you inform the caller that you will be processing his/her reservation?
Hello, room reservation, Angela Malenab speaking and I will be taking your reservation.
Good morning, this is a room reservation. How may I help you?
This is room reservations, my name is Angela Malenab and I will be taking your reservation, Ms. Allam.
Hello/Good morning, room reservation, Angela speaking
30s - Q4
Why does Front Office need to find out the guest information in processing reservations?
The information needed to process a reservation able to respond to the reservation request.
The Agent gets the information that is needed to meet the customer’s needs and the needs of the establishment for the required reservation details.
The information needed to process to block the room is based on the guest's request.
The information needed to track the guest information in the Property Management System.
30s - Q5
What do you do if the requested room is not available?
Advise the caller to wait until the room is available
FO staff must offer another room type, another day, or offer waitlisted
Advise the caller of the availability of the room.
Advise the caller and offer an alternative
30s - Q6
What details of the reservation are not specified by the guest in his statements below?
“Hello. This is Ms. Mae Acosta. I would like to make a reservation for 3 people in your Deluxe Room this coming 12th day of December. Should you give me discounts if I pay my bills in advance with a credit card?
Number of nights
Customer’s name
Mode of payment
Date of arrival
30s - Q7
The following question must be asked by the front office staff except :
May I know your arrival date?
How many rooms would you need?
May I have your name?
How much money do you have?
30s - Q8
What is the reason for the FO’s inquiry to the guest in his statements below?
“We don’t have any available Executive Room on the 28th of August, Mr. Gannaban . Would you like me to book you into a Superior Room instead?
The FO is reserving the Executive Room for the other guest
The FO is endorsing the Superior Room as part of their sales promotion
The Superior Room has an even more affordable price rate as compared to Executive Room
The Executive room is not available to use during the time
30s - Q9
What is the reason for the FO’s inquiry to the guest in his statements below?
"Mr.Gannaban, the package you availed on your last stay is still valid but you are very fortunate because we have an available Super Deluxe room on September 14 and this room is more spacious and has larger windows and a fantastic view.”
The FO staff offer the same package and upsell higher room category
The FO staff offers an existing package and upsells the room category
The FO staff offers the same package to guest
The FO staff offers an existing package from guest
30s - Q10
A newlywed couple wants to book a room for their honeymoon. They prefer a room with an ocean view. This room type is more expensive than what they would like to book originally. As a Front Office staff, what will you do?
Offer another room type andadvise the caller of the inclusion rate and use the selling strategy.
Determine their specific needs and or price threshold and negotiate a rate slightly above the caller’s budget, ensuring there is availability and the rate sold is within the guidelines of the Selling Strategy.
Advise the caller of the inclusion of the rate quoted.
Offer anothe rroom type that suits their budget.
30s - Q11
Ms. Aiza Chu, a regular guest, calls to make ares ervation for three nights from December 21 to 23. He requested for Executive room with a single-size bed Upon checking in your system the requested room is not available. What should an FO or Agent say?
“I am sorry but we don’t have any available Executive room on the 28th of December Ms. Chu. Would you like me to book you into a Superior Room instead?"
“I am sorry but we don’t have any available Executive room on the 28th of December Ms. Chu. Would you like to cancel your reservation?"
“I am sorry but we don’t have any available Executive room on the 28th of December Ms. Chu. Would you like me to move your reservation until the room is available?"
“I am sorry but we don’t have any available Executive room on the 28th of December Ms. Chu. Would you like me to move your reservation?"
30s - Q12
Which of the following should an FO say to courteously end a phone conversation?
Thank you for choosing Heritage Hotel, Mr. Allam. We look forward to welcoming you on your visit.
Would you like me to make a reservation for you Mr. Allam?
Would there be anything else Mr. Allam?
Wouldy ou like me to move your reservation, Mr. Allam?
30s - Q13
What is the best way to show personalized service upon welcoming guests to the hotel?
Acknowledge guests by their names consistently in every conversation
Greet them in a very courteous manner
Serve them appetizing meals
Provide them with general hotel information
30s - Q14
What will you do if you respond to a call but you can’t hear anything?
Repeat your greetings 3 times then apologize explaining that you can’t hear anything
Repeat your greetings 2 times then apologize explaining that you can’thear anything
Repeat your greetings 3 times then tell them that you can’t hearanything
Repeat your greetings 2 times then tell that you can’t hear anything
30s - Q15
The Front Office agent offers to make a reservation. What will you say if the room is available?
Would you like me to book you Ms. Aggabao?
Would you like me to put your reservation on the waitlist Ms. Aggabao?
Would you like me to reserve your room Ms. Aggabao?
Would you like me to make a reservation for you Ms. Aggabao”
30s