Front Desk Receptionist Reservations and Scheduling Systems 3

Question 1

What does 'overbooking' mean in a reservation system?

Accepted Answer

Accepting more reservations than available rooms to offset expected no-shows

Answer

Booking a room for two nights

Answer

Charging a guest twice

Answer

Assigning two guests to one room by mistake

Question 2

A returning guest asks you to apply the same rate they received last visit. What should you do first?

Accepted Answer

Look up their guest history and current rate rules before quoting a price

Answer

Automatically give them the old rate

Answer

Refuse because rates never repeat

Answer

Offer them the highest available rate

Question 3

In scheduling software, what is a 'block'?

Accepted Answer

A group of rooms reserved together, often for an event or group booking

Answer

A blocked or banned guest

Answer

A software error

Answer

A time the system is offline

Question 4

A caller wants to cancel a reservation. What is the correct procedure?

Accepted Answer

Verify the guest's identity and reservation details, apply the cancellation policy, and provide a cancellation number

Answer

Delete it silently

Answer

Tell them cancellations are not allowed

Answer

Transfer them to housekeeping

Question 5

Why should a receptionist check the arrivals report at the start of a shift?

Accepted Answer

To anticipate expected check-ins, special requests, and room assignments for the day

Answer

To see which employees are working

Answer

To order office supplies

Answer

To review last month's revenue

Question 6

What is a 'no-show' in reservation terminology?

Accepted Answer

A guest with a reservation who never arrives and does not cancel

Answer

A guest who cancels in advance

Answer

A guest who checks out late

Answer

A guest who requests a different room

Question 7

When two systems (e.g., an online travel agency and the property system) show different availability, the receptionist should:

Accepted Answer

Reconcile the records and confirm true availability before confirming any new booking

Answer

Ignore the discrepancy

Answer

Always trust the OTA

Answer

Cancel all reservations