CHI Front Desk & Reservations Training 3

Question 1

A guest complains that noise from an adjacent room kept them awake all night. What is the most appropriate immediate response?

Accepted Answer

Offer to move the complaining guest to a quieter room and document the incident

Answer

Offering a room move addresses the immediate problem while documentation ensures management is aware and can follow up appropriately.

Question 2

Which reservation status describes a guest who made a reservation but did not arrive or cancel?

Accepted Answer

No-show

Answer

A no-show is a guest with a confirmed reservation who neither arrives nor cancels by the hotel's cancellation deadline.

Question 3

When entering a guest's personal data into the PMS, which practice best protects guest privacy?

Accepted Answer

Only collecting and storing information necessary to fulfill the reservation

Answer

Data minimization—collecting only what is necessary—is a fundamental principle of guest privacy protection and regulatory compliance.

Question 4

A reservation agent is quoting rates over the phone. The guest asks for the 'best rate available.' What is the correct approach?

Accepted Answer

Quote the lowest rate the guest qualifies for and explain restrictions

Answer

Agents should proactively offer the lowest qualifying rate and clearly explain any restrictions, which builds trust and increases conversion.

Question 5

What is an 'overbooking' strategy in hotel revenue management?

Accepted Answer

Accepting more reservations than available rooms to offset anticipated no-shows and cancellations

Answer

Overbooking is a deliberate strategy to accept reservations beyond capacity to compensate for historically predictable no-shows and last-minute cancellations.

(CHI) Certified Hospitality Instructor Practice Test

(CHI) Certified Hospitality Instructor Practice Test

CHI Front Desk & Reservations Training 3