Preview Questions Front Desk Agent | Role Specific Skill

Question 1: 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

Question 2: How should a Front Desk Agent manage a situation where a guest needs to check out early but has prepaid for the entire stay?

Which action should you take?

Choose only one option

Ignore the guest's request and process the check-out as usual

Inform the guest that no refunds are available and refuse to discuss further

Tell the guest that they will not receive any refund and insist they leave immediately

Politely explain the hotel's policy, check for any refund possibilities, and offer to assist with rebooking or adjusting the charges

Question 3: How would you handle a situation where a guest requests a room change during check-in due to a preference not noted in the reservation?

Which action should you take?

Choose only one option

Tell the guest the hotel cannot accommodate such preferences.

Ignore the request if no immediate room change is available.

Ask the guest to wait until the room becomes available.

Apologize for the oversight and offer available alternatives.

Question 4: How would you handle a situation where a guest is dissatisfied with the cleanliness of their room?

Which action should you take?

Choose only one option

Ignore the complaint and assure the guest it is not a big issue.

Tell the guest to wait while housekeeping gets to the room.

Immediately apologize and arrange for housekeeping to address the issue.

Offer a discount on their stay as compensation.

Question 5: How can a Front Desk Agent ensure a smooth check-out experience for a guest?

Which action should you take?

Choose only one option

Ignore the guest's concerns about the stay and only focus on payment

Rush the check-out process and focus solely on getting payment

Confirm any outstanding charges, thank the guest for their stay, and inquire about their satisfaction

Provide the guest with incorrect billing details or incomplete information

Question 6: If a guest reports an issue with the hotel Wi-Fi, how should a Front Desk Agent respond?

Which action should you take?

Choose only one option

Ignore the complaint and proceed with the check-in

Blame the guest's device for the issue

Apologize, troubleshoot the issue or direct the guest to technical support, and keep them informed

Tell the guest that the issue will be fixed when it's convenient