FBS Q4 PART 2 EXAM

What is the primary goal of accommodating special requests?

• To increase profit

• To ensure guest satisfaction

• To reduce staff workload

• To avoid complaints

If a hotel cannot meet a special request, what is the best response?

• Apologize and suggest alternative solutions

• Ignore the request

• Tell the guest they should have requested earlier

• Blame another department

A guest requests a room decoration for a surprise proposal. What should you do?

• Inform the guest that decorating is not allowed

• Offer decoration packages or suggest a creative solution

• Say yes without checking hotel policies

• Ask the guest to do it themselves

What should you do when handling a complaint related to a special request?

• Listen attentively and take responsibility

• Ignore it to avoid conflict

• Argue with the guest to defend the hotel

• Tell the guest to write an email instead

How can staff improve their ability to handle special requests?

• Undergo regular training and stay updated on policies

• Only assist VIP guests

• Avoid special requests to keep work simple

• Let guests figure out their own solutions

What is the first step in processing a guest's payment at check-out?

• Ask the guest for feedback on their stay

• Verify the guest's identity and bill details

• Immediately process the payment without checking

• Offer discounts to encourage repeat stays

Which of the following is NOT a common method of payment in hotels?

• Cash

• Cryptocurrency

• Credit/debit card

• Mobile payment apps

A guest disputes a charge on their bill. What should you do?

• Listen to the guest, review the bill, and explain the charges

• Immediately remove the charge without verification

• Tell the guest they must pay it no matter what

• Ignore the guest and call security

If a guest wants to split the bill between multiple payment methods, what should the staff do?

• Inform the guest that only one payment method is allowed

• Politely process the split payment according to hotel policy

• Suggest the guest pay in full using cash

• Decline the request as it is too complicated

A guest's credit card is declined during check-out. What is the best action?

• Ask the guest for an alternative payment method

• Cancel the reservation immediately

• Allow the guest to leave without paying

• Keep trying the same card until it works