Hotel Front-Desk Essentials Course: Safety, emergencies, escalation and handover

1. Pergunta 1 de 17

   A guest in a British Columbia hotel looks for fire information in their bedroom. Under the B.C. Fire Code, what should be posted there?

   • AThe hotel's room rates, taxes, fees and the cancellation policy
   • BThe Wi-Fi password and check-out time
   • CThe name of the manager on duty
   • DThe fire safety rules, showing the exits and the routes to them
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   Resposta: D. The fire safety rules, showing the exits and the routes to them

   The B.C. Fire Code requires fire safety rules in each hotel and motel bedroom, showing the locations of the exits and the routes to them.

2. Pergunta 2 de 17

   A new night supervisor in a B.C. hotel will have fire safety duties. Under the B.C. Fire Code, when must they be trained in the fire emergency procedures?

   • ABefore they are given any fire safety duties
   • BWithin one year of starting work at the hotel
   • COnly if they work the night shift
   • DOnly after the first fire alarm
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   Resposta: A. Before they are given any fire safety duties

   The Code says supervisory staff must be trained in the fire safety plan's emergency procedures before they are given any fire safety responsibility.

3. Pergunta 3 de 17

   Under the B.C. Fire Code, what is the longest time allowed between fire drills for supervisory staff?

   • AOnly when a new manager starts at the hotel
   • B5 years
   • C24 months
   • D12 months
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   Resposta: D. 12 months

   Fire drills for supervisory staff must be held at intervals not greater than 12 months.

4. Pergunta 4 de 17

   During a fire alarm, which list from the front desk is most useful to the fire department?

   • AGuests who have unpaid minibar or restaurant charges
   • BGuests who booked through a website
   • CGuests who said they need help to evacuate
   • DGuests who are checking out tomorrow morning before the breakfast rush
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   Resposta: C. Guests who said they need help to evacuate

   Fire safety plans include procedures for evacuating people who need assistance. Responders need to know who may still need help.

5. Pergunta 5 de 17

   The fire alarm is ringing. A guest at the desk asks if they can take the elevator to get their laptop. What should you say?

   • A"No. Please leave now by the nearest exit, not the elevator."
   • B"Yes, if you take the stairs back down and leave right after."
   • C"Yes, but please be quick."
   • D"Wait here until we know if it's real."
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   Resposta: A. "No. Please leave now by the nearest exit, not the elevator."

   In a fire alarm, people leave by the exits and stairs, not elevators. Belongings are never worth the risk.

6. Pergunta 6 de 17

   A guest collapses in the lobby and is not breathing normally. What should you do first?

   • AAsk the other guests in the lobby if anyone is a doctor before calling
   • BCall 9-1-1, give the address and send someone to meet paramedics
   • CWait for the manager to decide
   • DCall the guest's room to find a family member
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   Resposta: B. Call 9-1-1, give the address and send someone to meet paramedics

   Call 9-1-1 at once and follow the dispatcher's instructions. Someone meeting paramedics at the door saves time.

7. Pergunta 7 de 17

   You see signs that someone at the hotel may be a victim of human trafficking, but no one is in immediate danger. Which confidential line is open 24 hours a day?

   • AThe Canadian Human Trafficking Hotline, 1-833-900-1010
   • BThe hotel's central reservations line for group bookings
   • CThe local tourism office
   • DThe Canada Revenue Agency's business line
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   Resposta: A. The Canadian Human Trafficking Hotline, 1-833-900-1010

   The Canadian Human Trafficking Hotline (1-833-900-1010) is open 24/7 and is confidential. If someone is in immediate danger, call 9-1-1.

8. Pergunta 8 de 17

   Which situation should you report to the manager on duty right away?

   • AA guest says another guest threatened them
   • BA guest asks what time breakfast starts and where the restaurant is
   • CA guest asks for the Wi-Fi password for the conference room
   • DA guest asks for two extra towels
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   Resposta: A. A guest says another guest threatened them

   Threats, injuries and other safety issues are always escalated right away. Routine requests are handled by the front desk.

9. Pergunta 9 de 17

   You call the manager about a problem. What should you tell them?

   • AAs little as possible, so the call is short and the manager is not bothered
   • BThe facts: what happened, what you did and what you need
   • CYour opinion of the guest's personality
   • DOnly that there is a problem and that they should come quickly
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   Resposta: B. The facts: what happened, what you did and what you need

   Clear facts let the manager decide quickly. Say what happened, what you already did and what decision or help you need.

10. Pergunta 10 de 17

    You are writing the end-of-shift log for the evening agent. Which note should you include?

    • AA guest's full credit card number for a later payment
    • BYour opinion of a co-worker
    • CGossip about a guest's visitors and how late they stayed in the lobby
    • DAn open request, who owns it and when to follow up
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    Resposta: D. An open request, who owns it and when to follow up

    A handover log is for facts the next shift needs. Card numbers, gossip and opinions do not belong in it.

11. Pergunta 11 de 17

    Look at the handover log. Which guest complaint still needs follow-up?

    Duração	Item	Status	Owner
    14:10	Crib requested for a family on floor 5	Done, delivered 14:40	Jordan
    15:30	Complaint: ice machine noise near room 318	Open, maintenance called	Jordan
    16:05	Room 220 out of order: toilet leak	Plumber booked 9 a.m. tomorrow	Maintenance
    17:20	Late arrival: Chen, guaranteed, arriving 1 a.m.	Hold the room	Night audit

    • AThe crib for the family on floor 5
    • BThe ice machine noise near room 318
    • CThe toilet leak in room 220
    • DThe late arrival for Chen
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    Resposta: B. The ice machine noise near room 318

    The ice machine complaint is marked Open. The crib was delivered, and the other items are not complaints.

12. Pergunta 12 de 17

    Look at the handover log. Why must room 220 not be assigned tonight?

    Duração	Item	Status	Owner
    14:10	Crib requested for a family on floor 5	Done, delivered 14:40	Jordan
    15:30	Complaint: ice machine noise near room 318	Open, maintenance called	Jordan
    16:05	Room 220 out of order: toilet leak	Plumber booked 9 a.m. tomorrow	Maintenance
    17:20	Late arrival: Chen, guaranteed, arriving 1 a.m.	Hold the room	Night audit

    • AIt is out of order until the leak is fixed
    • BIt is next to the noisy ice machine
    • CIt is held for the guaranteed Chen reservation
    • DA family with a crib is staying in it
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    Resposta: A. It is out of order until the leak is fixed

    Room 220 is out of order because of a toilet leak. The plumber comes at 9 a.m. tomorrow.

13. Pergunta 13 de 17

    Look at the handover log. What should the night shift do about the Chen reservation?

    Duração	Item	Status	Owner
    14:10	Crib requested for a family on floor 5	Done, delivered 14:40	Jordan
    15:30	Complaint: ice machine noise near room 318	Open, maintenance called	Jordan
    16:05	Room 220 out of order: toilet leak	Plumber booked 9 a.m. tomorrow	Maintenance
    17:20	Late arrival: Chen, guaranteed, arriving 1 a.m.	Hold the room	Night audit

    • AGive her room to a walk-in guest who is ready to pay right away tonight
    • BRelease the room at 6 p.m., because the guest has not arrived yet
    • CCancel the booking as a no-show
    • DHold the room all night, because it is guaranteed
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    Resposta: D. Hold the room all night, because it is guaranteed

    A guaranteed reservation is held all night. The log tells the night shift the guest will arrive around 1 a.m.

14. Pergunta 14 de 17

    Listen. When does the group arrive?

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

    Sem som? Leia o texto

    Leila: Before I go, three things. The school group from Edmonton arrives at eight tonight. Their keys are ready in the box under the desk.
    Marco: Got it. What else?
    Leila: The guest who complained about a cold room is getting a space heater from maintenance. Please call her at nine to check that it's working.
    Marco: Okay. And the third thing?
    Leila: The card terminal at station two froze twice today. Use station one. I've already emailed the manager.

    • AAt two this afternoon
    • BAt eight tonight
    • CAt nine tonight
    • DAt eight tomorrow morning
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    Resposta: B. At eight tonight

    Leila says the school group from Edmonton arrives at eight tonight.

    Transcrição

    Leila: Before I go, three things. The school group from Edmonton arrives at eight tonight. Their keys are ready in the box under the desk.
    Marco: Got it. What else?
    Leila: The guest who complained about a cold room is getting a space heater from maintenance. Please call her at nine to check that it's working.
    Marco: Okay. And the third thing?
    Leila: The card terminal at station two froze twice today. Use station one. I've already emailed the manager.

15. Pergunta 15 de 17

    Listen. What should Marco do at nine?

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

    Sem som? Leia o texto

    Leila: Before I go, three things. The school group from Edmonton arrives at eight tonight. Their keys are ready in the box under the desk.
    Marco: Got it. What else?
    Leila: The guest who complained about a cold room is getting a space heater from maintenance. Please call her at nine to check that it's working.
    Marco: Okay. And the third thing?
    Leila: The card terminal at station two froze twice today. Use station one. I've already emailed the manager.

    • AGive the group their keys
    • BRestart the card terminal at station two
    • CEmail the manager about the frozen terminal at station two
    • DCall the guest to check the space heater works
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    Resposta: D. Call the guest to check the space heater works

    Leila asks Marco to call the guest at nine to check that the heater from maintenance is working.

    Transcrição

    Leila: Before I go, three things. The school group from Edmonton arrives at eight tonight. Their keys are ready in the box under the desk.
    Marco: Got it. What else?
    Leila: The guest who complained about a cold room is getting a space heater from maintenance. Please call her at nine to check that it's working.
    Marco: Okay. And the third thing?
    Leila: The card terminal at station two froze twice today. Use station one. I've already emailed the manager.

16. Pergunta 16 de 17

    Listen. Why should Marco use station one?

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

    Sem som? Leia o texto

    Leila: Before I go, three things. The school group from Edmonton arrives at eight tonight. Their keys are ready in the box under the desk.
    Marco: Got it. What else?
    Leila: The guest who complained about a cold room is getting a space heater from maintenance. Please call her at nine to check that it's working.
    Marco: Okay. And the third thing?
    Leila: The card terminal at station two froze twice today. Use station one. I've already emailed the manager.

    • AStation one is closer to the group's keys
    • BStation two has no printer
    • CThe terminal at station two froze twice today
    • DThe manager asked for station two to be closed tonight
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    Resposta: C. The terminal at station two froze twice today

    Leila says the card terminal at station two froze twice, so Marco should use station one.

    Transcrição

    Leila: Before I go, three things. The school group from Edmonton arrives at eight tonight. Their keys are ready in the box under the desk.
    Marco: Got it. What else?
    Leila: The guest who complained about a cold room is getting a space heater from maintenance. Please call her at nine to check that it's working.
    Marco: Okay. And the third thing?
    Leila: The card terminal at station two froze twice today. Use station one. I've already emailed the manager.

17. Pergunta 17 de 17

    A guest starts shouting and moves close to you at the desk. What is the safest approach?

    • AStay calm, keep your distance and get help, or call 9-1-1 if needed
    • BIgnore the guest until they leave
    • CShout back so the guest knows you are serious
    • DCome around the desk and stand very close so the guest cannot move forward
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    Resposta: A. Stay calm, keep your distance and get help, or call 9-1-1 if needed

    Your safety comes first. Stay calm, keep the desk between you if you can, and get help. Call 9-1-1 if anyone is in danger.

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