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Hotel Reservation Procedure Quiz

Verify your team's understanding of the Reservation SOP with this quiz designed for front office training.

Deliver the same quality every time! Use this quiz to confirm your Front Office staff can execute the SOP before they fly solo.

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Quiz Overview

Difficulty

Intermediate

Questions

13

Estimated time

10 minutes

This quiz validates front-desk staff understanding of the hotel reservation procedure. Staff will encounter booking inquiries daily through phone, email, website, and OTA platforms. Mastering this SOP ensures consistent, accurate reservations that minimize errors and enhance guest satisfaction.

Quiz Questions

Answered 0/13Correct 0
1. When a guest calls requesting a reservation, what is the first action you must take?
2. A guest requests rooms for June 18-21 (3 nights) but your PMS shows only 2 rooms available on June 19. What should you do?
3. What information must you collect before checking room availability in the PMS?
4. During a reservation call, the guest asks, 'What happens if I need to cancel?' What must you communicate?
5. A guest provides their credit card over the phone for a guarantee. Where must this information be entered securely?
6. Why is it important to enter the reservation source (phone, website, OTA, travel agent) into the PMS?
7. A corporate guest provides their company name and says to bill the company directly. What two pieces of information must you collect?
8. A guest books a room for October 10-12 but hasn't provided a confirmation email. What happens if you don't send one?
9. A guest does not arrive by check-in time (typically 3:00 PM) and does not respond to your calls or emails. What is the next step?
10. A guest calls to modify their check-in date from July 15 to July 17 (2 days later). They keep the same check-out date of July 22. What information must you verify before updating the PMS?
11. You notice that a guest's special request 'late arrival at 23:45' was not recorded in the PMS Special Requests field. What is the risk?
12. A guest with a confirmed reservation calls to cancel within the free cancellation period. What is the correct sequence of actions?
13. At 14:10, a guest with a guaranteed reservation has not arrived. Their check-in time was 15:00. What should you do at this moment?

Completion Summary

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Details

This quiz covers the essential workflow of hotel booking management: from initial inquiry through PMS entry. Topics include gathering guest information, verifying room availability, collecting payment details, and creating accurate reservation records.

Use this assessment after training to confirm that front-office staff can process reservations systematically without missing critical steps or data. The questions focus on real-world scenarios and decision points that staff encounter daily.

Results help managers identify gaps in staff knowledge and ensure every reservation is handled professionally. Assign this quiz as part of your Checklist Framework loop: train, verify, and improve procedures.

Strong reservation management directly impacts revenue protection, occupancy rates, and guest trust from the moment of booking.

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