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 complains that noise from an adjacent room kept them awake all night. What is the most appropriate immediate response?
Answer: Offer to move the complaining guest to a quieter room and document the incident
Offering a room move addresses the immediate problem while documentation ensures management is aware and can follow up appropriately.
Which reservation status describes a guest who made a reservation but did not arrive or cancel?
Answer: No-show
A no-show is a guest with a confirmed reservation who neither arrives nor cancels by the hotel's cancellation deadline.
When entering a guest's personal data into the PMS, which practice best protects guest privacy?
Answer: Only collecting and storing information necessary to fulfill the reservation
Data minimization—collecting only what is necessary—is a fundamental principle of guest privacy protection and regulatory compliance.
A reservation agent is quoting rates over the phone. The guest asks for the 'best rate available.' What is the correct approach?
Answer: Quote the lowest rate the guest qualifies for and explain restrictions
Agents should proactively offer the lowest qualifying rate and clearly explain any restrictions, which builds trust and increases conversion.
What is an 'overbooking' strategy in hotel revenue management?
Answer: Accepting more reservations than available rooms to offset anticipated no-shows and cancellations
Overbooking is a deliberate strategy to accept reservations beyond capacity to compensate for historically predictable no-shows and last-minute cancellations.
A guest checks out and later calls to report a forgotten item in the room. What is the standard lost and found procedure?
Answer: Take the guest's contact information, check with housekeeping, and call back with an update
The correct procedure is to document the guest's claim, verify with housekeeping, and follow up promptly with accurate information.
Which document is completed at check-in to capture the guest's name, address, payment method, and signature?
Answer: Registration card
The registration card is a legal document completed at check-in that records the guest's details, room assignment, rate, and authorizes charges.