Checking in a guest with a reservation should include following company policy.
Process/Skill Questions:
Thinking
- What is the difference between a guaranteed and non-guaranteed reservation?
- How does one solve an overbooking situation?
Communication
- How does a front-desk agent use sales techniques?
- What personal data should be included with a reservation?
Leadership
- What should a front-desk agent know about the geographic area?
- What are amenities that could be offered to customers?
Management
- What is overbooking?
- How is overbooking handled with an unsatisfied client?
- What causes room rates to change?