Preview Questions Front Desk Agent | Role Specific Skill

Question 1: If a guest is unable to make a reservation because their preferred payment method is unavailable, how should the Front Desk Agent solve the issue?

Which action should you take?

Choose only one option

Offer alternative payment methods, suggest a third-party service, and assist the guest in securing a reservation

Offer the reservation without payment and hope the guest pays later

Ask the guest to leave the hotel and find another option

Tell the guest to make the reservation later without any help

Question 2: If a guest requests a specific room type but it is unavailable, how should the Front Desk Agent communicate the unavailability?

Which action should you take?

Choose only one option

Offer an unapproved room type and hope the guest doesn't notice

Clearly explain the situation, offer alternatives, and assure the guest that efforts will be made to accommodate their needs

Ignore the request and offer them any room available without explanation

Tell the guest the room type is unavailable and leave it at that

Question 3: When dealing with a guest's billing inquiry, how should a Front Desk Agent explain discrepancies on the bill?

Which action should you take?

Choose only one option

Offer a vague explanation without providing specific details

Tell the guest they are mistaken and that the charges are correct

Ignore the inquiry and pass the responsibility to another department

Review the charges with the guest, clarify each item on the bill, and offer assistance with adjustments or further investigation

Question 4: How would you communicate a hotel's cancellation policy to a guest?

Which action should you take?

Choose only one option

Use legal jargon to ensure the guest understands the policy.

Avoid mentioning cancellation fees until it's necessary.

Simply refer them to the website for more details.

Clearly explain the policy and offer options to avoid confusion.

Question 5: How do you ensure accuracy while checking in multiple guests and handling payment issues simultaneously?

Which action should you take?

Choose only one option

Quickly complete one check-in at a time and leave payment issues for later.

Confirm details carefully, focus on each guest one by one without distractions.

Manage check-ins first, then deal with any payment issues after.

Juggle both tasks, using a checklist to maintain accuracy.

Question 6: When checking in a guest, how should a Front Desk Agent handle a situation where the guest has a specific room preference, but it's unavailable?

Which action should you take?

Choose only one option

Tell the guest that no alternatives can be offered and proceed with the check-in

Offer a discounted rate for an available room without explaining the situation

Apologize, offer alternative solutions, and ensure the guest is satisfied with the change

Ignore the request and assign the available room without offering alternatives