Preview Questions Front Desk Agent | Role Specific Skill

Question 1: When performing check-out, how should a Front Desk Agent handle a situation where the guest disputes a charge on their bill?

Which action should you take?

Choose only one option

Politely review the charges with the guest, explain each item, and offer a resolution if necessary

Ignore the dispute and proceed with the transaction

Apologize but offer no clarification or solution to the charge

Tell the guest the charge is final and there's nothing that can be done

Question 2: How should a Front Desk Agent handle a situation when a guest requests a refund for a non-refundable booking?

Which action should you take?

Choose only one option

Explain the non-refundable policy clearly, offer alternatives like rescheduling, and empathize with the guest's situation

Provide the refund despite the policy, even though it's not authorized

Tell the guest that nothing can be done and leave them dissatisfied

Ignore the guest's request and refuse to discuss it further

Question 3: A guest wants to check out early, but there are pending charges on their bill. How do you proceed?

Which action should you take?

Choose only one option

Refuse to let them check out until all charges are settled.

Resolve the pending charges immediately and allow them to check out early.

Ask the guest to pay an estimated amount and adjust later.

Offer a discount to expedite their check-out process.

Question 4: How should a Front Desk Agent respond when a guest asks for an immediate upgrade, but the hotel is fully booked?

Which action should you take?

Choose only one option

Offer an upgrade at a premium rate without explaining availability

Refuse to engage and tell the guest to take it up with management

Tell the guest there is nothing you can do and avoid offering alternatives

Politely explain the situation, offer alternatives like future upgrades, and ensure the guest feels valued

Question 5: How should a Front Desk Agent handle a situation where a guest's reservation is marked as no-show, but they arrived on time?

Which action should you take?

Choose only one option

Apologize for the error, retrieve the reservation, and ensure that the guest is checked in promptly

Offer a discount without verifying the cause of the no-show status

Ignore the issue and ask the guest to resolve it with the booking system

Tell the guest that they'll need to rebook and pay a higher rate

Question 6: What do you do if you discover that a guest's payment has been declined at check-in?

Which action should you take?

Choose only one option

Politely inform the guest and offer them the option to use a different payment method.

Tell the guest that they will not be able to stay without immediate payment.

Direct them to call their bank for the issue.

Offer the guest an extended stay without resolving the payment issue.