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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

  1. A guest presents a loyalty program card at check-in that they forgot to add to their reservation. What should the agent do?

    Answer: Add the loyalty number to the reservation in the PMS so points are credited automatically

    Agents should always add missing loyalty numbers to reservations at check-in so the system automatically credits the correct points upon checkout.

  2. What does 'ADR' stand for in hotel metrics?

    Answer: Average Daily Rate

    ADR (Average Daily Rate) is the average revenue earned per occupied room, calculated by dividing total room revenue by rooms sold.

  3. A reservation is made through an OTA (Online Travel Agency). At check-in, the guest disputes a charge that does not match their OTA booking price. What should the agent do?

    Answer: Honor the rate shown on the guest's OTA confirmation and reconcile with the OTA through proper channels

    The guest's OTA confirmation is the agreed contract; the agent should honor it and resolve any rate discrepancy with the OTA through the hotel's accounting process.

  4. What is the correct procedure when a guest requests an early check-in that is not guaranteed?

    Answer: Explain that early check-in depends on availability and offer to call the guest when the room is ready

    Early check-in should be offered as a best-effort service contingent on room availability, with a proactive callback when the room is ready.

  5. Which of the following best describes a 'turnaway' in front desk terminology?

    Answer: A walk-in guest who cannot be accommodated due to no available rooms

    A turnaway occurs when a walk-in guest cannot be accommodated because the hotel has no available rooms, representing a loss of potential revenue.

  6. A guest asks to split payment between two credit cards at checkout. The folio totals $450. What is the correct approach?

    Answer: Process each card for the amount the guest specifies and provide separate receipts for each transaction

    Agents should accommodate split payment requests by processing each card for the amount specified by the guest and issuing individual receipts.

  7. What is the primary function of the 'reservation confirmation number'?

    Answer: It serves as a unique reference that links the guest's booking details in the system and provides proof of reservation

    The confirmation number is a unique identifier that allows both the guest and hotel staff to quickly retrieve reservation details and serves as proof that the booking exists.