If a hotel receives more reservation than the hotel can accommodate at the same day, we called it:
A. Upselling
B. DND
C. OCC
D. Overbooking
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What are appropriate things to say to guests?
A. “Please wait for a moment.”; “Thank you for calling.” and “Hey, how are you?”
B. “I don’t know.”; “How you doing Sir?” and “ It’s my pleasure.”
C. “ This way, please.”; “Thank you for calling.” and “May I help you?”
D. “Yes?”; “Hi, who are you?” and “Good morning Madam.”
Which of the following is not included in a confirmation letter?
A. Length of stay.
B. Specific room assignments.
C. Room rate and type of accommodation.
D. Number of guests.
What should the guest do with the letter of confirmation?
A. Mail it back to the hotel.
B. Leave it at home while traveling.
C. Show it to the front desk agents when registering.
D. Read it and then throw it away.
What is the purpose of a cancellation number?
A. to protect both the hotel and the guests form errors.
B. to guarantee no-show charges to a credit card account.
C. to prevent an increase in cancellation requests.
D. to challenge a no-show status on the reservation record.
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