Front Desk Flashcards
(29 cards)
What is the primary responsibility of a hotel receptionist during a late check-in?
To ensure the guest is welcomed, checked in smoothly, and that their room is ready.
True or False: A receptionist should apologize for the inconvenience caused by a late check-in.
True
Fill in the blank: The hotel receptionist should confirm the __________ of the guest’s reservation during late check-in.
details
What is an appropriate greeting for a guest arriving late?
Welcome to our hotel! How can I assist you with your check-in?
What should a receptionist do if the guest’s room is not ready during a late check-in?
Offer an alternative room or provide a complimentary service while they wait.
Multiple Choice: What should be provided to a guest who checks in late?
A warm welcome and all necessary information about the hotel services.
What information should a receptionist provide about Wi-Fi when a guest checks in?
Wi-Fi password, connection instructions, and troubleshooting steps.
True or False: It is acceptable for a receptionist to ignore a guest’s complaint about Wi-Fi not working.
False
Fill in the blank: A hotel receptionist should be knowledgeable about __________ to assist guests effectively.
hotel amenities and services
What is a common troubleshooting step for Wi-Fi issues that a receptionist might suggest?
Restart the device or forget the network and reconnect.
Multiple Choice: If a guest reports that the Wi-Fi isn’t working, what should the receptionist do first?
Check if the Wi-Fi is down for all guests or just that specific guest.
How can a receptionist demonstrate empathy when dealing with a late check-in?
By expressing understanding of the guest’s situation and providing reassurance.
What should a receptionist do if a guest is frustrated about the Wi-Fi issue?
Listen to their concerns, apologize, and offer a solution or compensation.
True or False: It’s unnecessary for a receptionist to know how to reset the hotel’s Wi-Fi router.
False
Fill in the blank: A receptionist should always maintain a __________ demeanor when handling guest complaints.
professional
What is the best practice for a receptionist to follow when a guest checks in late?
Provide a swift check-in process while ensuring all guest needs are addressed.
Multiple Choice: Which of the following is NOT a recommended action for handling Wi-Fi complaints?
Dismiss the issue as unimportant.
What should a receptionist do at the end of a late check-in process?
Ensure the guest has everything they need and invite them to ask questions.
True or False: A hotel receptionist should offer to assist with any further issues after check-in.
True
Fill in the blank: Good communication skills are essential for a hotel receptionist to effectively manage __________.
guest relations
What should a receptionist do if they cannot resolve the Wi-Fi issue immediately?
Inform the guest that the issue is being addressed and provide a timeline for resolution.
Multiple Choice: During a late check-in, what should a receptionist verify?
The guest’s identification and payment method.
How can a receptionist create a positive experience for a guest who checked in late?
By offering a complimentary drink or snack.
What is one way to follow up with a guest regarding the Wi-Fi issue?
Call or message the guest to confirm if the problem has been resolved.
