Hotel Front-Desk Essentials Course: Guest privacy, keys and card security

1. Pergunta 1 de 17

   A delivery driver brings flowers and asks which room the guest is in. What should you do?

   • AGive the driver the room number so the flowers stay fresh
   • BKeep the flowers at the desk and tell the guest
   • CTell the driver the guest has checked out, and send the flowers back to the shop
   • DWalk the driver to the guest's door
   Mostrar resposta

   Resposta: B. Keep the flowers at the desk and tell the guest

   Never give out a guest's room number. Holding the delivery and telling the guest protects their privacy and safety.

2. Pergunta 2 de 17

   A man says he is locked out and gives a room number, but he has no ID, and his name is not on that room's registration. What should you do?

   • ADo not make a key; contact the registered guest or security
   • BMake the key if he describes the room correctly
   • CGive him a key if he promises to bring ID later
   • DMake the key, because he knows the room number and seems honest
   Mostrar resposta

   Resposta: A. Do not make a key; contact the registered guest or security

   Knowing a room number does not prove someone belongs there. Keys are only given to verified, registered guests.

3. Pergunta 3 de 17

   A guest asks for a replacement key card. What must you check before making it?

   • AThat they can describe the room's view
   • BThat they remember their confirmation number and the room rate
   • CThat they have paid for any minibar items and restaurant charges so far
   • DThat their photo ID matches a registered guest
   Mostrar resposta

   Resposta: D. That their photo ID matches a registered guest

   Photo ID that matches the registration is the safest way to confirm the person is allowed in the room.

4. Pergunta 4 de 17

   A caller asks, "Is Jamie Lee staying at your hotel?" Your hotel does not confirm guests. What is a good reply?

   • A"Yes, she is here. Would you like me to give you her room number?"
   • B"No, she checked out yesterday morning, but she may come back next week."
   • C"I can't share guest information, but I can take a message."
   • D"Let me read you her booking details."
   Mostrar resposta

   Resposta: C. "I can't share guest information, but I can take a message."

   Confirming that someone is staying can put them at risk. Offer to take a message instead.

5. Pergunta 5 de 17

   According to the Office of the Privacy Commissioner of Canada, what is personal information under PIPEDA?

   • AOnly information that is written down on paper and kept in a locked filing cabinet
   • BAny factual or subjective information, recorded or not, about an identifiable individual
   • COnly a person's credit card number, bank account number and other payment details
   • DOnly information that a person has chosen to post publicly online, such as on social media
   Mostrar resposta

   Resposta: B. Any factual or subjective information, recorded or not, about an identifiable individual

   The OPC describes personal information as any factual or subjective information, recorded or not, about an identifiable individual, such as a name or ID number.

6. Pergunta 6 de 17

   A hotel company has properties across Canada. In which provinces does the OPC say a general private-sector privacy law has been deemed substantially similar to PIPEDA?

   • AOntario, Manitoba and Nova Scotia
   • BSaskatchewan, Alberta and Ontario
   • CAlberta, British Columbia and Quebec
   • DQuebec, New Brunswick and PEI
   Mostrar resposta

   Resposta: C. Alberta, British Columbia and Quebec

   The OPC lists Alberta, British Columbia and Quebec. (Some other provinces have substantially similar laws only for personal health information.)

7. Pergunta 7 de 17

   Under the PCI Security Standards Council's small merchant guide, what should you do with card data you do not need?

   • AEmail it to the manager for safekeeping
   • BNot store it at all
   • CKeep it in a notebook at the desk
   • DSave it in a spreadsheet for next time
   Mostrar resposta

   Resposta: B. Not store it at all

   The guide says that if you don't need card data, don't store it. Not storing it is the best protection against a data breach.

8. Pergunta 8 de 17

   A guest emails their full card number to the front desk to pay a deposit. Based on PCI guidance, what should you do?

   • APrint the email and pin it to the board in the back office for later
   • BProcess the payment if needed, then delete the email
   • CKeep the email in a folder in case the card is needed again
   • DForward the email to the whole team
   Mostrar resposta

   Resposta: B. Process the payment if needed, then delete the email

   The PCI small merchant guide says that if you receive card details by email, you can still process the payment, but you should delete the email immediately.

9. Pergunta 9 de 17

   You must keep a paper form that shows a full card number. What does the PCI small merchant guide advise?

   • ABlack out the card data with a thick marker and lock the paper away
   • BWrite the card's security code next to it
   • CLeave it in the front desk drawer so the next shift can find it easily
   • DTape it to the guest's folio in the open file so it is easy to find later
   Mostrar resposta

   Resposta: A. Black out the card data with a thick marker and lock the paper away

   If paper with card data must be kept, the guide says to black it out until unreadable and keep it in a locked drawer or safe with limited access.

10. Pergunta 10 de 17

    A card terminal has a broken seal over a screw cover. What should you do?

    • AStop using it and call the vendor or merchant bank
    • BFix the seal with tape and continue
    • CMove it to the back office and keep using it there for now
    • DKeep using it until it stops working
    Mostrar resposta

    Resposta: A. Stop using it and call the vendor or merchant bank

    A broken seal can be a sign of tampering. PCI guidance says not to use a terminal you suspect and to call the vendor or bank right away.

11. Pergunta 11 de 17

    A co-worker asks to use your login because theirs is locked. What should you do?

    • AWrite your password on a sticky note for them
    • BShare your login just for this shift
    • CRefuse and help them contact the manager or IT
    • DLog in for them and leave the screen open
    Mostrar resposta

    Resposta: C. Refuse and help them contact the manager or IT

    PCI guidance says each employee should have their own login and password and never share them. Every action in the system should be traceable.

12. Pergunta 12 de 17

    A caller says they are from the hotel's computer support company and asks for your password to fix a problem. What should you do?

    • AGive only half of the password
    • BGive the password, because support staff need it
    • CRefuse, end the call and report it to your manager
    • DAsk the caller to email you, then send the password
    Mostrar resposta

    Resposta: C. Refuse, end the call and report it to your manager

    Real support staff do not need your password. A call like this may be a scam to get into the hotel's systems and guest data.

13. Pergunta 13 de 17

    Your manager calls you to the back office while a guest's registration is open on the screen. What should you do before you leave the desk?

    • ALeave it open so a co-worker can keep checking guests in
    • BTurn the screen to face the lobby
    • CLeave a registration card on the keyboard to remind you what you were doing
    • DLock the screen so guest information is hidden
    Mostrar resposta

    Resposta: D. Lock the screen so guest information is hidden

    Screens and registration cards show personal information. Locking the screen is a simple safeguard.

14. Pergunta 14 de 17

    Listen. What does the caller ask for?

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

    Sem som? Leia o texto

    Caller: Hi, my husband is staying at your hotel. His name is Peter Lindqvist. Can you give me his room number? I want to surprise him.
    Ava: I'm sorry, to protect our guests' privacy I can't share any room information.
    Ava: I'm happy to take a message and pass it on.
    Caller: Oh. Okay, I'll leave a message then.

    • AA reservation for herself
    • BHer husband's room number
    • CThe hotel's address
    • DA wake-up call for her husband
    Mostrar resposta

    Resposta: B. Her husband's room number

    The caller asks for Peter Lindqvist's room number because she wants to surprise him.

    Transcrição

    Caller: Hi, my husband is staying at your hotel. His name is Peter Lindqvist. Can you give me his room number? I want to surprise him.
    Ava: I'm sorry, to protect our guests' privacy I can't share any room information.
    Ava: I'm happy to take a message and pass it on.
    Caller: Oh. Okay, I'll leave a message then.

15. Pergunta 15 de 17

    Listen. What does the agent offer instead of the room information?

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

    Sem som? Leia o texto

    Caller: Hi, my husband is staying at your hotel. His name is Peter Lindqvist. Can you give me his room number? I want to surprise him.
    Ava: I'm sorry, to protect our guests' privacy I can't share any room information.
    Ava: I'm happy to take a message and pass it on.
    Caller: Oh. Okay, I'll leave a message then.

    • ATo take a message and pass it on
    • BTo tell the guest the caller is coming
    • CTo connect the caller to the hotel manager
    • DTo give the room number if the caller arrives in person
    Mostrar resposta

    Resposta: A. To take a message and pass it on

    Ava cannot share room information, so she offers to take a message and pass it on.

    Transcrição

    Caller: Hi, my husband is staying at your hotel. His name is Peter Lindqvist. Can you give me his room number? I want to surprise him.
    Ava: I'm sorry, to protect our guests' privacy I can't share any room information.
    Ava: I'm happy to take a message and pass it on.
    Caller: Oh. Okay, I'll leave a message then.

16. Pergunta 16 de 17

    Listen. Why does the agent ask to see photo ID?

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

    Sem som? Leia o texto

    Farah: Hi, I've lost my key card. Can I get a new one?
    Ben: Of course. May I see your photo ID, please?
    Farah: Sure. Here's my driver's licence.
    Ben: Thank you, Ms. Ahmed. Your name matches the registration. Here's your new key. Your old key will no longer work.

    • ATo update the guest's home address in the hotel's records
    • BTo check the guest's age
    • CTo check that the guest is registered before making a key
    • DTo charge a fee for the lost key
    Mostrar resposta

    Resposta: C. To check that the guest is registered before making a key

    Ben checks that the name on the ID matches the registration before he makes a new key.

    Transcrição

    Farah: Hi, I've lost my key card. Can I get a new one?
    Ben: Of course. May I see your photo ID, please?
    Farah: Sure. Here's my driver's licence.
    Ben: Thank you, Ms. Ahmed. Your name matches the registration. Here's your new key. Your old key will no longer work.

17. Pergunta 17 de 17

    Listen. What does the agent say about the lost key?

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

    Sem som? Leia o texto

    Farah: Hi, I've lost my key card. Can I get a new one?
    Ben: Of course. May I see your photo ID, please?
    Farah: Sure. Here's my driver's licence.
    Ben: Thank you, Ms. Ahmed. Your name matches the registration. Here's your new key. Your old key will no longer work.

    • AIt will no longer work
    • BIt should be returned to the desk
    • CIt will work until check-out
    • DIt must be paid for
    Mostrar resposta

    Resposta: A. It will no longer work

    Ben says the old key will no longer work, so whoever finds it cannot use it to open the room.

    Transcrição

    Farah: Hi, I've lost my key card. Can I get a new one?
    Ben: Of course. May I see your photo ID, please?
    Farah: Sure. Here's my driver's licence.
    Ben: Thank you, Ms. Ahmed. Your name matches the registration. Here's your new key. Your old key will no longer work.

Teclado: 1–4 para responder, Enter para a pergunta seguinte.