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 front desk agent notices a guest's folio has a charge posted to the wrong room. What should the agent do?
Answer: Immediately correct the posting with an adjustment entry and document the change
Posting corrections should be made immediately using an adjustment entry with a clear description to maintain accurate billing records.
What is the primary purpose of a 'room block' in hotel reservations?
Answer: Reserving a set of rooms for a specific group at a negotiated rate
A room block holds a specified number of rooms for a group at an agreed rate, released to general inventory if not picked up by a cutoff date.
Which of the following best describes a 'guaranteed reservation'?
Answer: A reservation secured with a credit card, payment, or deposit that obligates both the hotel and the guest
A guaranteed reservation requires payment security that holds the room for the guest regardless of arrival time and obligates the guest to pay if they no-show.
During check-in, how should a front desk agent handle a guest who requests a specific room number?
Answer: Check availability and honor the request if possible, noting it as a preference if unavailable
Attempting to honor specific room requests improves guest satisfaction; when unavailable, noting it as a preference manages expectations professionally.
What is the role of the 'night auditor' at a hotel?
Answer: Balancing the day's financial transactions, posting room and tax charges, and generating management reports
The night auditor reconciles all daily financial transactions, posts room rates and taxes, closes the business day, and generates occupancy and revenue reports.
A guest with a confirmed reservation arrives but the hotel is at 100% occupancy with no rooms ready. What is this situation called?
Answer: Walking a guest
When a hotel cannot accommodate a guest with a confirmed reservation due to overbooking or full occupancy, the guest is 'walked' to a comparable nearby hotel.
Which rate type is typically the highest published rate with no restrictions or discounts applied?
Answer: Rack rate
The rack rate is the hotel's standard published rate before any discounts and serves as the baseline from which all other rates are derived.