CHI Front Desk & Reservations Training 2 — Questions and Answers
Question 1: 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?
- Cancel the original and create a new reservation at the suite rate (Correct answer)
- Upgrade the room type and charge only the rate difference
- Deny the change because the reservation is non-refundable
- Move the guest to the suite at the original non-refundable rate as a courtesy
Correct 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.
Question 2: Which system is most commonly used in hotels to manage reservations, room inventory, and guest profiles simultaneously?
- Point-of-Sale (POS) system
- Property Management System (PMS) (Correct answer)
- Central Reservation System (CRS) only
- Global Distribution System (GDS) only
Correct 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.
Question 3: 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?
- Honor the rate to avoid conflict
- Charge the best available rate and document the reason (Correct answer)
- Deny check-in entirely
- Call the police to verify the guest's identity
Correct 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.
Question 4: What does the term 'RevPAR' measure in hotel performance?
- Revenue per available room (Correct answer)
- Revenue per arriving reservation
- Rate variance per available room
- Room availability per reservation agent
Correct 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.
Question 5: 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?
- Deny check-in and suggest another hotel
- Complimentary upgrade the guest to a suite (Correct answer)
- Ask the guest to wait in the lobby until a room is cleaned
- Charge the guest the suite rate and upgrade them
Correct 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.
Question 6: A guest's credit card is declined at check-in. They claim the card should work. What is the most appropriate first step?
- Refuse check-in immediately
- Politely ask if the guest has an alternate form of payment (Correct answer)
- Call the credit card company on the guest's behalf
- Check the guest in and collect payment at checkout
Correct 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.
Question 7: What is the purpose of a 'bucket check' during front desk operations?
- Verifying housekeeping has completed room cleaning
- Auditing room folios against registration cards to catch posting errors (Correct answer)
- Checking the cash drawer balance at shift start
- Reviewing the no-show report from the previous night
Correct 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.
CHI Front Desk & Reservations Training 2
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?