GSA Knowledge Test | Alpha Plus Apartment

GSA Pre-Confirmation Test

This test is designed to assess the abilities and knowledge of both new and existing hotel front desk staff. This test will help identify areas where you may need additional training or if you are not suitable for the role.

Passing Criteria:

Passing Score: Minimum of 75 points to confirm proficiency
Training Required: Scores between 60-74 points indicate the need for training in specific areas.
Consider for Role Suitability: Scores below 60 points suggest a lack of readiness or fit for the role.

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Section 1: Knowledge of Front Desk Operations 1. Describe the check-in process from start to finish. (5 points)

Section 1: Knowledge of Front Desk Operations 2. What information should always be verified during check-out? (5 points)

Section 1: Knowledge of Front Desk Operations 3. Explain the process for handling a walk-in guest without a reservation. (5 points)

Section 1: Knowledge of Front Desk Operations 4. What steps would you take if the hotel is overbooked and a guest arrives with a reservation? (5 points)

Section 2: Customer Service Skills 1. How would you handle a guest who is upset about their room? (10 points)

Section 2: Customer Service Skills 2. Give an example of how you would exceed a guest's expectations. (10 points)

Section 3: Problem-Solving and Decision Making 1. A guest calls the front desk at 2 AM complaining about noise from a neighbouring room. What do you do? (10 points)

Section 3: Problem-Solving and Decision Making 2. You discover a discrepancy in the daily cash report. How do you handle it? (10 points)

Section 4: Communication and Teamwork 1. How do you communicate effectively with other departments (e.g., housekeeping, maintenance)? (5 points)

Section 4: Communication and Teamwork 2. Describe a time when you worked as part of a team to solve a problem. What was your role? (10 points)

Section 5: Hotel Systems and Technology 1. What experience do you have with hotel management software (PMS)? Which systems have you used? (5 points)

Section 5: Hotel Systems and Technology 2. How do you handle a situation where the PMS system is down during check-in? (10 points)

Section 6: Knowledge of Hotel Policies and Safety Procedures 1. What are the hotel’s policies on handling guest privacy and confidentiality? (5 points)

Section 6: Knowledge of Hotel Policies and Safety Procedures 2. What steps would you take in case of a fire alarm activation? (5 points)

Section 7: Property Knowledge and Key Information 1. List five key amenities offered at our property that you should highlight to guests during check-in or inquiries. (10 points)

Section 7: Property Knowledge and Key Information 2. What is the hotel's standard check-in and check-out time? Include any policies regarding early check-in or late check-out. (5 Points)