1. Which department is reception's closest daily partner, and why?
2. A room is ready to sell. What status is it?
3. Which moments carry the most weight in a guest's memory of a stay?
4. Which grooming standard is correct for international front office?
5. Which detail is essential when taking a reservation?
6. What single habit prevents most reservation disputes?
7. Why do hotels deliberately overbook?
8. Which guest should normally be walked when the hotel is oversold?
9. Why must a room number never be announced aloud?
10. A guest arrives at 9am and no room is ready. What is the professional response?
11. What is the most effective way to present an upgrade?
12. What do the letters in LEARN stand for?
13. Which behaviour makes a complaint worse?
14. In service recovery, what comes first?
15. What is pre-authorisation?
16. How should you handle a guest disputing a charge?
17. What does the night audit do?
18. Your audit does not balance. What is correct?
19. Someone claiming to be a guest's colleague asks for their room number. You should:
20. Which strengthens an international hotel application most?
