Exam: the certification exam consist of thirty multiple choice questions and candidates must pass the exam with a score of 70% or higher to obtain the front desk representative certificate designation
Topics:
- Front Desk Safety
- Guestroom Types
- Guestroom Features
- Room Inventory and Occupancy Terms
- Room Status Terms
- Room Rates
- Property Management System
- Telephone System
- Organize and Maintain the Front Desk
- Front Office Logbook
- Reservations System
- Reservation Guarantees
- Help Guests Make Room Reservations
- Help Guests Cancel Room Reservations
- Prepare for Check-Ins
- VIPs
- Initiate Guest Check-In
- Present Registration Card During Check-In
- Establish Payment Method During Check-In
- Finish Guest Check-In
- Tax-Exempt Guests
- Wait Status When Rooms Are Not Ready for Check-In
- Issue Replacement Guestroom Keys
- Follow-Up Courtesy Call
- Process Room Changes
- Relocate Guest in Sold-out Situations
- Wake-Up Calls
- Guest Faxes, Deliveries, Mail, and Copies
- Safe-Deposit Boxes
- Giving Directions
- Guest Transportation
- Guests Under the Influence of Alcohol
- Check Out Cash Bank
- Use Cash Bank
- Post and Adjust Charges
- Transfer Allowable Guest Charges
- Settle Guest Account
- Process Guest Check-Out
- Automatic Check-Outs
- Process Late Guest Check-Outs
- Process Late Charges
- Prepare a Current Status Report
- Reconcile Room Status
- Perform Bucket or Tub Checks
- Complete the Shift Checklist
- Turn in Cash Bank