FO- Chapter 4 and 5

Which of the following is NOT a common type of hotel reservation?

• Guaranteed Reservation

• Non-Guaranteed Reservation

• Conditional Reservation

• Overbooked Reservation

What does a "walk-in guest" refer to?

• A guest who books online in advance

• A guest who arrives without a prior reservation

• A guest who cancels last minute

• A guest who extends their stay

Which phase of the guest cycle involves pre-arrival communication?

• Pre-Arrival

• Arrival

• Occupancy

• Departure

What is the main purpose of a "registration card" during the guest cycle?

• To confirm room upgrades

• To collect guest details and payment information

• To schedule housekeeping services

• To track lost and found items

What is a "rooming list" used for?

• To track employee shifts

• To assign rooms to guests before arrival

• To order room service

• To calculate restaurant reservations

Which room type is typically the most expensive?

• Standard Room

• Suite

• Connecting Room

• Accessible Room

Which sales technique involves offering additional services at the time of booking?

• Cold Calling

• Cross-Selling

• Telemarketing

• Direct Mail

What is the "SPIN Selling" technique primarily used for?

• Handling guest complaints

• Upselling premium rooms

• Identifying customer needs through questions

• Managing housekeeping schedules

What is an effective way to upsell a hotel room?

• Offering a free cancellation policy

• Highlighting the benefits of a higher-category room

• Reducing the room rate

• Skipping the amenities

Which phrase is best for upselling?

• "Do you want a cheaper room?"

• "Would you like to upgrade to a suite with a city view?"

• "All our rooms are the same."

• "You don't need extra services."