
LQA: Reservations
Authored by Anvay Kulkarni
Other
Professional Development
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9 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is included in M.A.P plan?
Only room rate
Only breakfast and dinner
Room + B/fast + Lunch/Dinner
None of the above
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How many minimum types of room / rates are to be offered?
one
three
two
all
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In case of L.C.O half day is charged in which instance?
Before 8 pm
Before 6 pm
Until 6 pm
Before 3pm
4.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
A guest call should not be held for how many seconds?
More than 30 seconds
Less than 20 seconds
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What things are considered as necessary while sending a confirmation of reservation to the guest?
Hotel/Group Logo
Information of reservation
Hotel Contact number
All of the above
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In which case is one night retention charged to a guest?
Cancellation before 72 hours
Cancellation before 48 hours
Cancellation after 48 hours
Cancellation after 72 hours
7.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
Which of these is a behavioural standard?
•Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
•Did the employee repeat and confirm all details of the reservation during or at the end of the call (i.e. dates of the stay, room type, rate)?
•Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
•Did an employee personalize the interaction in any way and engage the caller as an individual?
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