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Hotel Management - Front Office Practice
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Hotel Management - Front Office Practice
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25 Questions

1. Is the rack rate the lowest price you will pay for a room?

2. What would improve your customer service skills when talking on the phone?

3. If a guest DNCO - can you use the words signature on file for the credit card slip?

4. What is a due-back?

5. What is an information directory?

6. A guest room that is clean but not inspected and is vacant is called what?

7. What is a voicemail box?

8. What is a readerboard?

9. What is a folio?

10. What is a hotel clock?

11. What term is used for unpaid guest account balances?

12. Louie stayed at the hotel - he bought a present for his son Kas at the gift shop - he had breakfast at the restaurant. What are these charges called?

13. What is an example of an attitudinal complaint?

14. What is a walk in guest?

15. Which agents frequently are the first to learn of guest complaints?

16. What is an authorization code?

17. What is a rack rate?

18. If a guest checks out at 9:00 a.m. but the check out can be until 11:00 a.m. The guest goes back to his room to watch a movie. Can you charge that movie to his credit card once he has left?

19. If a guest overpays with cash and you must give the difference back - what is this considered?

20. What is the European Plan?

21. A customer checks in to the hotel using a Credit Card. When the customer checks out of the hotel - they must use the same credit card to pay?

22. What is a log book?

23. What is denial code?

24. What is a master folio?

25. What are transaction files?

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