Question

start: front desk representative
study guide

1. what is a key to effective upselling?

a. anticipating what the guest wants
b. convincing the guest what they need
c. determining the guest can afford

1. what is a recommended guideline when giving change to a customer?

a. begin counting with the smallest denomination
b. provide change on a variety of denominations, if possible
c. count change out into the guest’s hand, no on the counter

1. what term is used to describe a statement of all transactions (debit and credits) affecting the balance of a single account?

a. folio
b. ledger
c. voucher

1. what two reports are compared in order to reconcile room status?

a. arrivals and departures
b. housekeeping and occupancy
c. room status and housekeeping

1. what scenario results in a late charge?

a. a guest stays beyond the posted check - out time
b. a guest leaves the hotel without checking out
c. a charge is posted after the guest checks out

1. what are aed devices used for?

a. reviving someone from cardiac arrest
b. removing an obstruction from a choking victim
c. injection devices used to treat severe allergies

1. what information should a hotel employee, regardless of position, be able to provide to guests?

a. daily room rates and availability
b. directions to local restaurants
c. airport transportation alternatives

Explanation:

Question 15

For effective upselling, anticipating guest wants (option a) is key as it allows offering relevant upgrades. Convincing (b) is pushy, and affordability (c) is secondary to guest needs.

When giving change, counting into the guest’s hand (option c) is standard for clarity/security. Smallest denomination first (a) is inefficient, and variety (b) isn’t a primary guideline.

A folio (option a) is a statement of all transactions for a single account. Ledger (b) is for multiple accounts, voucher (c) is a payment document.

Answer:

a. Anticipating what the guest wants

Question 16