CHI Front Desk & Reservations Training 2

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?

Accepted Answer

Cancel the original and create a new reservation at the suite rate

Answer

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?

Accepted Answer

Property Management System (PMS)

Answer

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?

Accepted Answer

Charge the best available rate and document the reason

Answer

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?

Accepted Answer

Revenue per available room

Answer

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?

Accepted Answer

Complimentary upgrade the guest to a suite

Answer

When no reserved room type is available, complimentary upgrading the guest maintains service standards and guest satisfaction.

(CHI) Certified Hospitality Instructor Practice Test

(CHI) Certified Hospitality Instructor Practice Test

CHI Front Desk & Reservations Training 2