name:
start: front desk representative
study guide
8. which statement regarding service animals is true?
a. they are allowed to go anywhere the guest can go
b. they are required to wear an identification vest
c. owners are required to carry documentation at all time
9. what type of content is appropriate for employees to post on social media?
a. a famous musician is staying at the property
b. the property is hosting an upcoming event
c. roof leaks caused substantial damage to the property
10. what type of account contains transactions for more than one guestroom?
a. corporate
b. group master
c. direct bill
11. when processing a room change for a guest, a front desk agent should:
a. attempt to place the guest in a higher - priced room
b. discount the room rate to help offset the inconvenience
c. place a follow - up courtesy call to make sure the guest is satisfied
12. when should guest be informed of amenities at the property?
a. at the time of the reservation is made
b. during check - in
c. shortly after the guest has checked - in
13. what should a front desk agent do if they are checking in a guest, and the phone begins to ring?
a. ignore the phone and continue checking in the guest
b. as the guest permission to briefly answer the call
c. politely tell the guest you need to answer the call
14. what type of reservation occurs when a guest books rooms on consecutive nights using different booking systems?
a. same day
b. duplicate
c. back - to - back

Question

Accepted Answer

### Question 8
# Brief Explanations:
To determine the true statement about service animals:
- Option a: Service animals are allowed in areas guests can go (per ADA guidelines).
- Option b: No legal requirement for an ID vest.
- Option c: No legal requirement to carry documentation at all times.

# Answer: a. They are allowed to go anywhere the guest can go

### Question 9
# Brief Explanations:
For appropriate social media posts:
- Option a: Disclosing a guest’s stay (celebrity) violates privacy.
- Option b: Promoting the property’s event is appropriate.
- Option c: Sharing property damage is unprofessional/negative.

# Answer: b. The property is hosting an upcoming event

### Question 10
# Brief Explanations:
Account types:
- Option a: Corporate accounts are for business clients, not multiple guestrooms.
- Option b: Group master accounts track transactions for multiple guestrooms (group bookings).
- Option c: Direct bill is for billing a company, not multiple rooms.

# Answer: b. Group master

### Question 11
# Brief Explanations:
Room change protocol:
- Option a: Upselling isn’t standard for room changes (focus on guest needs).
- Option b: Discounting isn’t mandatory for room changes.
- Option c: A follow - up call ensures guest satisfaction after a room change.

# Answer: c. Place a follow - up courtesy call to make sure the guest is satisfied

### Question 12
# Brief Explanations:
Amenities disclosure timing:
- Option a: Too early (guest may forget).
- Option b: During check - in, guests are informed of property details, including amenities.
- Option c: After check - in may be too late (guest already settled).

# Answer: b. During check - in

### Question 13
# Brief Explanations:
Phone etiquette during check - in:
- Option a: Ignoring the phone is unprofessional.
- Option b: Asking the guest’s permission to answer the call is respectful.
- Option c: Telling the guest without permission is less polite.

# Answer: b. As the guest permission to briefly answer the call

### Question 14
# Brief Explanations:
Reservation types:
- Option a: Same - day reservations are for the same day, not multiple systems.
- Option b: Duplicate reservations are accidental repeats, not across systems.
- Option c: Back - to - back reservations involve consecutive nights with different booking systems.

# Answer: c. Back - to - back

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Explanation:

Question 8

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Question 9