Preview Questions Front Desk Agent | Role Specific Skill

Question 1: A guest requests a specific room with a view that is not available. What is your solution?

Which action should you take?

Choose only one option

Suggest they book a room with a guaranteed view for an additional cost.

Tell them the hotel cannot meet their request and offer no alternatives.

Offer to move the guest to a different hotel.

Offer a different room with a similar view and apologize for the inconvenience.

Question 2: During check-in, a guest requests a specific room number that's already occupied. How do you handle this?

Which action should you take?

Choose only one option

Tell the guest the requested room is unavailable and suggest other options.

Ignore the guest's request and assign a room at random.

Offer a similar room and explain the availability constraints.

Insist on the requested room and ask the other guest to leave.

Question 3: A guest asks for a room upgrade, but no upgrades are available. How would you solve this?

Which action should you take?

Choose only one option

Suggest they check for upgrades elsewhere.

Offer the guest a special discount for their next stay.

Provide a complimentary service, such as late check-out, to appease the guest.

Apologize and inform them that no upgrades are available.

Question 4: How can a Front Desk Agent handle multiple guests at check-in simultaneously while maintaining excellent customer service?

Which action should you take?

Choose only one option

Focus only on one guest at a time and ignore others in line

Prioritize guests based on urgency, maintain a friendly demeanor, and delegate tasks to other team members if possible

Tell guests to wait in line with no updates or communication

Rush through check-ins to get the line down quickly, ignoring guest needs

Question 5: What is the most effective method for a Front Desk Agent to verify the identity of a guest during check-in?

Which action should you take?

Choose only one option

Request a government-issued ID, credit card, and verify booking details for accuracy

Only ask for the guest's name and room number

Assume the guest's identity based on their appearance without checking details

Rely solely on the guest's reservation confirmation email

Question 6: How should a Front Desk Agent handle a guest who requests early check-in but the room is not yet ready?

Which action should you take?

Choose only one option

Offer another room that does not meet the guest's preference without explanation

Inform the guest politely about the room availability time, offer alternatives such as amenities or a place to wait, and ensure clear communication

Apologize and leave the guest without offering any options

Tell the guest to come back later without offering any assistance or alternatives