CHAPTER 6, SECTION 3

PREGSITRATION speeds up the registration

process by reducing the rime a guest must spend

at the front desk.

CurrentUnaltered

Signed on the back

FRONT DESK REPRESENTATIVES EXAMINE CREDIT CARDS TO MAKE SURE THEY ARE:

Keys are Given ONLY to Registered Guests

1. True/False: Logbooks are useful for passing information along to different shifts at a property, but they are not legal documents as they are not drawn up by an attorney.

2. True/False: Replacement guestroom keys should be given only to registered guests and their families.

SECTION 6.3 QUIZ

3. Suppose you are busy checking in a guest at the front desk when a line begins to form of other guest waiting to check in. What should you do?a. Ignore everyone except the guest you are

assisting.b. Ask a nearby bell attendant to help out behind

the desk.c. Welcome guests joining the line with a nod or

smile.

SECTION 6.3 QUIZ

4. A guest presents a credit card at a check-in that is not approved or authorized by the credit card company. How should you handle the situation?a. Politely ask the guest for another card

or another form of payment.b. Ask the guest to consider staying at

another property.c. Quietly call security to make sure the

guest doesn’t cause a scene.

SECTION 6.3 QUIZ

5. A guest arrive for check-in. Based on the guest’s apparent needs as a business traveler, you recommend a larger room with a desk and high-speed Internet access. After you describe the features and benefits of the better room, the guest agrees to the additional cost. Which sales technique did you use?a. Suggestive sellingb. Upsellingc. Cross selling

SECTION 6.3 QUIZ