1) True or False: You should assign a room as soon as you confirm the guest has a reservation, even if payment has not been authorized. a) True b) False 2) Within how many seconds should you acknowledge a guest arriving at the front desk? a) 1-3 seconds b) 3-5 minutes c) 3-5 seconds d) 10 seconds 3) A guest arrives at 14:10 with a confirmed reservation, but their credit card is declined during payment authorization. What should you do? a) Assign the room and try payment again later b) Request an alternative payment method before room assignment c) Accept a small cash deposit and process full payment at checkout d) Cancel the reservation immediately 4) What is the first piece of information you should request from the guest during check-in? a) Credit card or payment method b) Full name to search the reservation c) Government-issued photo ID d) Room preferences and special requests 5) Which types of identification are acceptable for guest identity verification? a) Passport, driver's license, or national ID card b) Employee badge or library card c) Credit card with matching name d) Any photo ID, even if expired 6) What system field must be checked before assigning a room to a guest? a) Housekeeping status b) Room status 7) In addition to the total stay amount, what should be authorized during payment processing? a) Resort fees and parking charges only b) A security hold for incidental charges c) Loyalty program discount or upgrade credit d) Nothing extra; only the nightly rate is authorized 8) What is the standard checkout time that must be communicated to the guest during check-in? a) 11 a.m. or per hotel policy b) 11 a.m. until 12 p.m. c) 14:00 hours d) 2 p.m. 9) A guest mentions they need a late checkout on the second day of their stay. Where should you document this request? a) Housekeeping b) Sales & Marketing c) Financial department d) PMS notes field or reservation notes 10) Which of the following is NOT a best practice during the check-in process? a) Use the guest's name naturally during the interaction b) Rush through payment authorization to speed up check-in c) Practice active listening and repeat back key details d) Maintain accuracy in the PMS for all guest details 11) After programming the key card, what must you do before handing it to the guest? a) Test the key card to ensure it functions b) Write the room number on the card holder in pen c) Scan the key card into the guest folio for records d) Nothing; hand it directly to the guest 12) A guest arrives without a reservation. What is the first step you should take? a) Verify room availability in the PMS b) Request a government-issued photo ID c) Quote the nightly rate and total cost d) Assign a room immediately to secure the booking 13) What should you do if the guest's preferred room type is not available at all? a) Offer an upgrade or alternative room type and confirm acceptance b) Assign a lower-tier room and adjust the rate at checkout c) Cancel the reservation and refund the deposit d) Add the guest to a waitlist and ask them to return later 14) What information must be recorded in the PMS during the special requests review step? a) Extra pillow b) All special requests  and guest preferences c) Anti-allergy bedding d) Late check-out 15) How long should a standard check-in take for a straightforward reservation? a) 3-5 minutes b) 10 seconds c) 10 minutes d) 3-5 seconds

S.O.P Hotel Check-in

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