Hotel Front-Desk Essentials Course: Reservations, rates and deposits

1. Pergunta 1 de 17

   You have taken all the details for a phone reservation. What should you do before ending the call?

   • AEnd the call quickly so the line is free
   • BRead the details back and give a confirmation number
   • CAsk the guest to call back to confirm
   • DTell the guest the booking will be finished later and emailed to them
   Mostrar resposta

   Resposta: B. Read the details back and give a confirmation number

   Reading back the name, dates, room type and rate catches mistakes. The confirmation number lets the guest and staff find the booking later.

2. Pergunta 2 de 17

   A guest arrives on March 30 and leaves on April 2. How many nights is the stay?

   • A33
   • B4
   • C2
   • D3
   Mostrar resposta

   Resposta: D. 3

   March has 31 days. The nights are March 30, March 31 and April 1, so the stay is 3 nights.

3. Pergunta 3 de 17

   Look at the arrivals list. Amy Chen stays all her nights at the nightly rate. What is her room charge before taxes?

   Guest	Arrival	Departure	Room type	Nightly rate	Guarantee
   Chen, Amy	Oct 14	Oct 17	Queen	$149	Credit card
   Haddad, Sami	Oct 14	Oct 13	King	$169	Credit card
   Novak, Petra	Oct 14	Oct 15	Two queens	$159	None (held until 6 p.m.)
   Singh, Ravi	Oct 14	Oct 16	Accessible king	$169	Deposit paid

   • A$596
   • B$298
   • C$149
   • D$447
   Mostrar resposta

   Resposta: D. $447

   She stays 3 nights (October 14 to 17). 3 × $149 = $447.

4. Pergunta 4 de 17

   Look at the arrivals list. Petra Novak's reservation has no guarantee. What does that usually mean?

   Guest	Arrival	Departure	Room type	Nightly rate	Guarantee
   Chen, Amy	Oct 14	Oct 17	Queen	$149	Credit card
   Haddad, Sami	Oct 14	Oct 13	King	$169	Credit card
   Novak, Petra	Oct 14	Oct 15	Two queens	$159	None (held until 6 p.m.)
   Singh, Ravi	Oct 14	Oct 16	Accessible king	$169	Deposit paid

   • AShe cannot check in until the next day
   • BShe has already paid for the whole room in full, including taxes
   • CThe room may be released if she has not arrived by 6 p.m.
   • DThe hotel must hold the room all night for free, however late she is
   Mostrar resposta

   Resposta: C. The room may be released if she has not arrived by 6 p.m.

   A non-guaranteed reservation is held only until a set time. After that, the hotel may release the room to another guest.

5. Pergunta 5 de 17

   What is a no-show?

   • AA room that is not shown on the hotel's website
   • BA guest who checks out without seeing the front desk
   • CA guest who leaves a day earlier than planned
   • DA guest who does not arrive and does not cancel
   Mostrar resposta

   Resposta: D. A guest who does not arrive and does not cancel

   A no-show never arrives and never cancels. Depending on the rate rules, a guaranteed no-show may be charged, often for the first night.

6. Pergunta 6 de 17

   What is the main difference between a guaranteed and a non-guaranteed reservation?

   • AA guaranteed room always costs less than a non-guaranteed room on the same night
   • BA non-guaranteed room is always a suite
   • CA guaranteed room can only be booked online through the hotel's own website
   • DThe hotel holds a guaranteed room all night, but may charge a no-show
   Mostrar resposta

   Resposta: D. The hotel holds a guaranteed room all night, but may charge a no-show

   A guarantee (usually a credit card or deposit) means the hotel keeps the room even for a late arrival. In return, the guest may be charged under the policy if they do not show up.

7. Pergunta 7 de 17

   A guest booked a prepaid, non-refundable rate and now wants to cancel. What is the best first step?

   • ATell the guest it is impossible and end the call
   • BChange the booking to a refundable rate without telling the manager or anyone else
   • CCheck the rate rules, explain them kindly and offer what policy allows
   • DRefund the full amount without checking anything
   Mostrar resposta

   Resposta: C. Check the rate rules, explain them kindly and offer what policy allows

   The guest accepted the rate rules when booking. Explain them kindly and offer what the policy allows. Only a manager can approve an exception.

8. Pergunta 8 de 17

   A guest wants to add one more night to their stay. What should you do?

   • APromise the room right away and check the availability later in the day
   • BAdd the night at the same rate as the other nights without checking anything
   • CCheck availability and the rate for that night, then confirm the total
   • DTell the guest to book the extra night online
   Mostrar resposta

   Resposta: C. Check availability and the rate for that night, then confirm the total

   The extra night may not be available, or it may have a different rate. Check both, then confirm the new total and send an updated confirmation.

9. Pergunta 9 de 17

   According to the Competition Bureau, which amount may be left out of an advertised price?

   • AA booking fee that every guest must pay
   • BSales tax or another amount set by government
   • CA mandatory resort fee that every guest has to pay
   • DA required cleaning fee added to every stay
   Mostrar resposta

   Resposta: B. Sales tax or another amount set by government

   Advertising a price that buyers cannot actually pay because of fixed extra fees is drip pricing. Only charges set by government, such as sales tax, may be excluded.

10. Pergunta 10 de 17

    A room is $139 per night plus a mandatory $20 per night facility fee. What price should you quote, before taxes, for 2 nights?

    • A$159
    • B$298
    • C$278
    • D$318
    Mostrar resposta

    Resposta: D. $318

    The mandatory fee must be included: ($139 + $20) × 2 = $318. Taxes can be quoted separately.

11. Pergunta 11 de 17

    In Alberta, the GST rate is 5% and there is no PST. What is the GST on a $300 room charge?

    • A$15
    • B$30
    • C$1.50
    • D$18
    Mostrar resposta

    Resposta: A. $15

    5% of $300 is 0.05 × 300 = $15. (Alberta's separate tourism levy is not part of GST.)

12. Pergunta 12 de 17

    The Government of Alberta charges its tourism levy on the purchase price of short-term accommodation. What does that purchase price include?

    • AOnly the GST charged on the room
    • BOnly the room charge, never any extra fees such as pet, cleaning or booking fees
    • COnly the extra fees, such as pet or booking fees, but never the room charge
    • DThe room charge plus certain added fees, such as pet or booking fees
    Mostrar resposta

    Resposta: D. The room charge plus certain added fees, such as pet or booking fees

    Alberta's page says the purchase price includes certain added charges, such as pet, cleaning, extra-bed and booking or service fees.

13. Pergunta 13 de 17

    Which stay does the Government of Alberta list as exempt or excluded from the tourism levy?

    • ALodging occupied continuously for 28 days or more
    • BAny stay of two nights or fewer
    • CAny stay that is paid for in full with cash at check-in
    • DAny stay that was booked by phone
    Mostrar resposta

    Resposta: A. Lodging occupied continuously for 28 days or more

    Alberta's tourism levy page gives lodging occupied continuously for 28 days or more as an example of an exempt or excluded stay.

14. Pergunta 14 de 17

    Listen. What change does the guest want to make?

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    Marie: Hi, I have a reservation for next weekend under Marie Tremblay. I need to change it.
    Jun: Of course, Ms. Tremblay. What would you like to change?
    Marie: I was booked for Friday and Saturday, but now I'm only coming on Saturday. Can you cancel the Friday night?
    Jun: Yes. Your rate allows changes up to 48 hours before arrival, so there's no charge. I'll email you an updated confirmation.

    • ACancel the whole reservation
    • BAdd a Sunday night to the booking
    • CCancel Friday and keep Saturday
    • DMove the whole booking to the next weekend
    Mostrar resposta

    Resposta: C. Cancel Friday and keep Saturday

    Ms. Tremblay was booked for Friday and Saturday but is now only coming on Saturday, so she cancels Friday.

    Transcrição

    Marie: Hi, I have a reservation for next weekend under Marie Tremblay. I need to change it.
    Jun: Of course, Ms. Tremblay. What would you like to change?
    Marie: I was booked for Friday and Saturday, but now I'm only coming on Saturday. Can you cancel the Friday night?
    Jun: Yes. Your rate allows changes up to 48 hours before arrival, so there's no charge. I'll email you an updated confirmation.

15. Pergunta 15 de 17

    Listen. Why is there no charge for the change?

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    Marie: Hi, I have a reservation for next weekend under Marie Tremblay. I need to change it.
    Jun: Of course, Ms. Tremblay. What would you like to change?
    Marie: I was booked for Friday and Saturday, but now I'm only coming on Saturday. Can you cancel the Friday night?
    Jun: Yes. Your rate allows changes up to 48 hours before arrival, so there's no charge. I'll email you an updated confirmation.

    • AThe hotel is not busy that weekend, so the manager allows it
    • BThe agent decides to waive the fee
    • CThe guest is a loyalty member
    • DThe rate allows changes up to 48 hours before arrival
    Mostrar resposta

    Resposta: D. The rate allows changes up to 48 hours before arrival

    Jun explains that this rate allows changes up to 48 hours before arrival, so the change is free under the rate rules.

    Transcrição

    Marie: Hi, I have a reservation for next weekend under Marie Tremblay. I need to change it.
    Jun: Of course, Ms. Tremblay. What would you like to change?
    Marie: I was booked for Friday and Saturday, but now I'm only coming on Saturday. Can you cancel the Friday night?
    Jun: Yes. Your rate allows changes up to 48 hours before arrival, so there's no charge. I'll email you an updated confirmation.

16. Pergunta 16 de 17

    The hotel is oversold, and a guest with a guaranteed reservation arrives. There are no rooms left. What should happen?

    • ATell the guest the booking was not real and ask them to leave
    • BGive the guest a room that is out of order
    • CAsk the guest to wait in the lobby until another guest checks out tomorrow morning
    • DThe manager on duty follows policy to find a comparable room nearby
    Mostrar resposta

    Resposta: D. The manager on duty follows policy to find a comparable room nearby

    Moving a guest to another hotel (sometimes called walking a guest) is a manager's decision under hotel policy. The guest should be treated with care and given a comparable room.

17. Pergunta 17 de 17

    A guest paid a $100 deposit for 2 nights at $160 per night. How much is left to pay for the room, before taxes?

    • A$60
    • B$260
    • C$220
    • D$320
    Mostrar resposta

    Resposta: C. $220

    The room costs 2 × $160 = $320. Take away the $100 deposit: $320 − $100 = $220.

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