LQA: Reservations

What is included in M.A.P plan?

• Only room rate

• Only breakfast and dinner

• Room + B/fast + Lunch/Dinner

• None of the above

How many minimum types of room / rates are to be offered?

• one

• three

• two

• all

In case of L.C.O half day is charged in which instance?

• Before 8 pm

• Before 6 pm

• Until 6 pm

• Before 3pm

A guest call should not be held for how many seconds?

• More than 30 seconds

• Less than 20 seconds

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

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

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?

What things are involved under the head 'right sell'?

• offer rooms suitable to the individual's guest needs

• highlighting benefits of the room types offered

• deny rooms to the guest

• upsell

Which are the payment options accepted by the hotel?

• Credit Card

• Cash

• UPI Payment

• Cheque