Preview Questions Front Desk Agent | Role Specific Skill

Question 1: If a guest checks in late at night and their credit card is declined, what is the best course of action?

Which action should you take?

Choose only one option

Allow the guest to stay without payment until the morning.

Deny check-in entirely until payment is resolved.

Politely ask for another form of payment or hold their belongings until payment is made.

Proceed with check-in and hope the system resolves the issue.

Question 2: If a guest's room key is demagnetized, how should a Front Desk Agent solve this problem?

Which action should you take?

Choose only one option

Ignore the issue and let the guest figure it out

Tell the guest to wait until someone from housekeeping can address the issue

Apologize, promptly reissue the key, and ensure the guest is informed of any necessary steps

Offer a temporary solution like manually unlocking the door but ignore the root cause

Question 3: How do you handle a situation when a guest loses their room key?

Which action should you take?

Choose only one option

Ask the guest to find the key themselves.

Charge the guest for a new key immediately.

Verify their identity and reissue the key immediately.

Tell the guest that it's their responsibility to find the key.

Question 4: A guest asks about local attractions while you're processing a payment. How do you handle both tasks?

Which action should you take?

Choose only one option

Briefly answer the guest's question while completing the payment swiftly.

Tell the guest to check the hotel brochure for information.

Direct the guest to the concierge and continue the payment process.

Pause the payment process and fully engage with the guest's question.

Question 5: During check-out, a guest is dissatisfied with their bill due to an error. What's your first step?

Which action should you take?

Choose only one option

Apologize and correct the error promptly, updating the guest's final charges.

Direct the guest to the accounting department for further assistance.

Inform the guest that the error is out of your control.

Tell the guest the error cannot be fixed at this moment.

Question 6: When a guest requests an upgrade, how should you communicate the options available?

Which action should you take?

Choose only one option

Present all available options, with clear descriptions of each.

Tell them that upgrades are only available at additional cost.

Avoid mentioning upgrades unless asked directly.

Suggest upgrades only if the guest is visibly upset.