1、The following are the basic premises for room upgrading EXCEPT:
A、overbooking
B、double selling
C、out of order
D、equipment damage
2、The Reservations Department is responsible for carrying out the following duties EXCEPT:
A、Updating the periodical report of guest resources
B、Receiving the reservations
C、Waking the guest up on time the next morning
D、Taking care of all reservation-related procedures
3、Which is the duty of a concierge?
A、Updating the periodical report of guest resources.
B、Keeping in contact with guest resources.
C、Maintaining accurate files on all reservations.
D、Handling baggage for hotel guests.
4、To reduce customers’ complaints, we are not supposed to:
A、Stay quiet and listen
B、Avoid difficult clients
C、Resolve ahead of time
D、Identify complaints
5、Which should be the first step of check-out service:
A、Presenting the bill and total to the guest.
B、Printing the bill for the guest.
C、Asking if the guest has recently signed any new bills.
D、Answering any questions concerning the bill that the guest may have.
