There is a mixture of true or false, ordering and multiple choice questions on this test. Please do not skip any questions because you will not be able to go back to the questions you skipped.
You have xx minutes to complete the test. Please ensure your device is charged and do not press “Submit” until all questions are answered.
I wish you all the best!
Due date to complete this test is xxx.
To prepare for the test, review what you learned in Shifts 9-13 which cover the Occupancy and Departure stages. Review the learning objectives for these shifts in the table below to ensure you are prepared for the test. Go the next page to take your test.
Shift 9
What is the media protocol and how to respond if approached by journalist/media asking questions when working in room operations
Train on the Do Not Disturb (DND) policy and Standard Operating Procedure
Sign off on the DND training policy
Train on what to do if a guest Loses keys. Reviewing Lost Key policy and procedure
Sign off on the Lost Key training policy
Lighting in and around the hotel. How it helps the guests and us as employees
Email etiquette tips for successful communication with our guests
Shift 10
What your responsibilities are when a cash float is issued to you for your shift
Steps in a cash payout and why one would be made
Learn how to inspect for bed bugs while cleaning the room
Review the standard operating procedure (SOP) on bed bug training and procedures for all areas of room operation
Complete Sign off on the Bed Bug Training
How you as an employee can help create guest loyalty
Shift 11
How to lend and retrieve hotel supplies and equipment to our guests
Helping guests with allergies have a better stay
How to manage portable communication
How to complete a room transfer, moving a guest from one room to another through guest interactions
Train on how to complete a turndown service through video training and working alongside the turndown attendant through guest interactions
Other common hotel pests and how to recognize them
Enhancing professional impressions over the telephone with our guests
Sustainability checklists and responsibility in each room operation department in the hotel
Shift 12
Understand all components of the departure stage in the guest cycle
How to check out our guests through knowledge of check out standards and procedures
Begin checking out some of our guests through interactions
How to safely separate the garbage from the guest room for maximizing recycling
Review and sign off on the Glassware washing policy and procedure
Determine ways to ask the guest for feedback for focus on continuously improving hotel operation
Shift 13
Check out and Guest folio settlement procedures
Training on how handle and store guest luggage at the time of departure
Lost and Found Policy and procedures and trainee sign off
Waste Management and the impact on the hotel operation
How to safely store and lift luggage
How to let guests know we appreciate their business and invite them back to stay with us in the future
you should prepare realy well for them
– go through and undertsand modules that cover the quiz
you will need to prepare until Dec 13th
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