Front Desk & Reservations Training Flashcards
7 cards from real CHI practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Front Desk & Reservations Training flashcards as text
A guest calls to modify their reservation from a standard room to a suite. The original rate was non-refundable. What is the correct procedure?
Answer: Cancel the original and create a new reservation at the suite rate
Modifying a room type on a non-refundable rate typically requires canceling the original and creating a new reservation with the applicable suite rate and terms.
Which system is most commonly used in hotels to manage reservations, room inventory, and guest profiles simultaneously?
Answer: Property Management System (PMS)
A Property Management System (PMS) is the core hotel software that integrates reservations, room inventory, guest folios, and front desk operations.
A guest presents a corporate rate code at check-in but cannot produce a valid corporate ID or letter of authorization. What should the agent do?
Answer: Charge the best available rate and document the reason
Without proof of corporate eligibility, the agent should adjust the rate to the best available rate and document the change to protect revenue integrity.
What does the term 'RevPAR' measure in hotel performance?
Answer: Revenue per available room
RevPAR (Revenue Per Available Room) is calculated by dividing total room revenue by the total number of available rooms and is a key hotel performance metric.
During a busy holiday weekend, all room types are sold out except suites. A guest with a standard room reservation arrives. What is the best course of action?
Answer: Complimentary upgrade the guest to a suite
When no reserved room type is available, complimentary upgrading the guest maintains service standards and guest satisfaction.
A guest's credit card is declined at check-in. They claim the card should work. What is the most appropriate first step?
Answer: Politely ask if the guest has an alternate form of payment
Discreetly asking for an alternate form of payment is the professional first step to resolve a declined card while maintaining guest dignity.
What is the purpose of a 'bucket check' during front desk operations?
Answer: Auditing room folios against registration cards to catch posting errors
A bucket check involves cross-referencing guest folios against registration cards to identify posting errors, missing charges, or discrepancies.