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Certified Front Desk Representative Study Guide Questions and Answers 100% Verified
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Certified Front Desk Representative Study Guide Questions and Answers 100% Verified
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Certified Front Desk Representative StudyGuide Questions and Answers 100% Verified
Urgent Maintence Need - ANSWER A need that requires immediate attention
(example: a leaking ceiling or a broken window)
Routine Maintence Need - ANSWER A need that can be scheduled for later
repair by the maintenance deparment, like replacing the air filter
Bloodborne Pathogens - ANSWER viruses, bacteria, and microogranisms in
human blood that cause disease
Emergency Response Plan - ANSWER A plan to follow in the case of an
emergency at your property. This plan might include going outside, making an
announcement, or going on lockdown
Americans with Disabilities Act (ADA) - ANSWER This act requires hospitality
providers and other businesses to modify their practices, policies, and procedures
to best serve people with disabilities
The Occupational Safety and Health Act (OSHA) - ANSWER A federal law that
helps keep employees safe by regulating sanitation, safety, and first aid in the
workplace.
Before you agree to handle a guest's complaint, make sure... - ANSWER 1. It is
a decision you have the power to make
2. The property is able to fulfill the request
, 3. It follows your property's procedures
VIP Guests - ANSWER Very Important Persons (VIP) are guests who recieve
extra-special treatment like special transportation and escorted by the front desk
Folio - ANSWER Statement of all transactions affecting the balance of an
account, one for each guest
Point-of-sale system (POS) - ANSWER The equipment that handles money for
the property. (Example: cash registers usually found at the front desk and gift
shops.)
Guaranteed Reservation - ANSWER When the property agrees to hold a room
on the guest's arrival date until check-out time
Advance Deposit - ANSWER The guest pays for one night before they arrive
Corporate Account - ANSWER A company signs a contract to pay for employee
no-shows
Credit/Debit Card - ANSWER The guest gives the property their card number
Prepayment - ANSWER The guest pays for their entire stay before they arrive
Non-Guaranteed Reservation - ANSWER The property agrees to hold a room
until a cancellation hour on the scheduled arrival date.
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