Cordis Service Q&A

1.

1 point

If a guest asks for Incognito during his stay, what do we need to confirm with the guest ?

All

Reject all internal calls

Reject all external calls

Reject all parcels deliver to him

2.

1 point

If you receive the guest setting Incognito, you need to send an email to inform all concerned departments.

True

False

3.

1 point

Which one of the following you don’t need to action for an Incognito guest ?

Write on the white board

Handover to the team

Phone Bar

Set DND for the phone

4.

1 point

Which one of the following you need to action for an Incognito guest ?

Phone Bar

Put “ Incognito “ in the Alternate name field in PMS

Leave a trace for the next shift

5.

1 point

If a caller is staying very firm to ask for transferring the phone line to the Incognito guest, what should you do ?

Politely turn down the caller and stay firm there is no such guest in the hotel

Consult with DM

Consult with your shift in charge

Transfer the line to the room right away

6.

1 point

If there are two guests staying in the same room but only one guest is Incognito, you still need to set DND in the room.

True

False

7.

1 point

If you found out that the guest was set Incognito in his last visit ( Alternate name showing “ Incognito” ), you should assume that he is Incognito in this visit also.

True

False

8.

1 point

When the Incognito guest was checked out already, what do you need to action ?

Erase from the white board

Release the telephone DND in the room

Delete the locator in PMS

9.

1 point

For a club paying guest, where can he go for breakfast in the morning ?
( Can choose more than 1 answer )

Order in room dining

Club lounge

All

The Place

10.

1 point

If a guest wants to order some non-menu items, what do you need to do ?

Consult with your shift in charge

Consult with the kitchen chef

All

Listen carefully and write down his request

11.

1 point

If the guest wants to order Two scrambled eggs, one Orange juice and one pot of Coffee, which breakfast set you can combine for the guest ?

Japanese

Continental

American

Chinese

12.

1 point

What should you always do before ending the call ?

Advise the delivery time

Repeat the whole order

All

Farewell and wish the guest to enjoy the meal

13.

1 point

For American breakfast, you can substitute Omelette for the two eggs, however you cannot have bacon/sausage/ham to come with at the same time.

True

False

14.

1 point

What do you need to upsell the guest in an order ?

Beverage / Wine

Starter / Side order

Dessert

All

15.

1 point

What is the serving period of Ming Court IRD menu items ?

11:00-14:00 & 18:00-22:00

11:00-14:00 & 17:00-22:30

12:00-14:30 & 17:00-22:30

12:00-14:30 & 18:00-22:00

16.

1 point

If a guest wants to place the breakfast order for the next day, what you “ don’t “ have to do ?

Mark on the separate “ Breakfast order “ sheet and pass to overnight IRD colleague to follow

Repeat the whole order

Listen carefully and write down the full order on your call detail sheet

Input in the Micros

17.

1 point

How long should HSKP to deliver an adaptor to the guest ?

15 minutes

10 minutes

20 minutes

5 minutes

18.

1 point

If Mr. Cool is staying in the Deluxe Room, but he wants to have the Nespresso Coffee Machine in the room, what we need to do?

Apologize and explain that Nespresso Coffee Machine is only provided as a room features with the room type

Inform Duty Manager to send him Nespresso Coffee Machine

Inform Housekeeping to send him Nespresso Coffee Machine

None of above

19.

1 point

What should you do if the guest complains that he has been waiting his requested items for a long time already ?

All

Check with the concerned departments immediately and inform them to follow through

Extend apology immediately

Call back the guest if necessary to inform the status

20.

1 point

How many capsule flavors do we provide for the Nespresso machine ?

3

1

2

4

21.

1 point

What do we suggest if a guest wants to sew a hole on a shirt? (Could choose more than 1 answer)

We could send a sewing kit if he wants to mend by himself

All

Suggest if he could contact concierge team for recommendation

Suggest if our colleague could have a look and sew for the guest

22.

1 point

How do we know if a service request is sent to the guest ? (Could choose more than 1 answer)

To call the concerned department

To check the “Job Status” in FCS

To check the “Deadline” in FCS

We don’t know it at all

23.

1 point

What are the difference between Guest request and Colleague request to jobs request send to Engineering ?

A major duration difference which is more than 1 day

None of above

A minor duration difference that is less than 1 hour

Differences on both duration and the service date

24.

1 point

If a guest requests to collect 3 luggages by tomorrow morning 10:00hrs, which sentences below are correct ?

Send a job request to Bell now and make notes on Remarks

Create a “Schedule Service Request” to Bell with time scheduled at 09:50hrs tomorrow

Create a “Schedule Service Request” to Bell with time scheduled at 09:30hrs tomorrow

Call Bell to pass such request to the morning shift

25.

1 point

Is there any restriction(s) for a guest using Langham Supper Card’s discount for room reservation?

He must use the LSC card in the past 12 months time

He must reserve the room with a valid credit card

He must present the LSC card upon check in

He must call the Reservations Dept. for such reservation

26.

1 point

How many room(s) is restricted for a guest name could hold for reservations ?

3

Unlimited

2

1

27.

1 point

When you create a new booking, you should always ask the caller if he is a repeated guest, instead of create a new guest profile.

True

False

28.

1 point

Which airline below is one of our Frequent Flyer program partners ?

Eva Air

Hong Kong Airlines

Korean Air

Air New Zealand

29.

1 point

What should we quote to a corporate guest who wants to book a Superior Room if the corporate rate is only eligible to Deluxe Room and Studio?

Plus $200 from the corporate rate of Deluxe Room

Minus $200 from the corporate rate of Studio

Best Available Rate

Best Available Rate with $100 Food and Beverage discount

30.

1 point

What should you do if a future guest would like to reserve some toys in advance ?

Hold the toys inventory for the guest

Leave both the Reservation comment and check-out alert in Opera

All of the above

Reply the guest for confirmation through email

31.

1 point

What should we do for an arrival guest requesting a baby cot ? (Could choose more than 1 answer)

Add “CR” in “Special”

Add “Crib” in “Item Inventory”

Inform Housekeeping to reserve a baby cot for guest

Leave a trace to Rooms Controller for adding the baby cot

32.

1 point

We should check the on-day room situation and room rate in "F5" in every shift.

True

False

33.

1 point

If the guest requests wake up call at 06:00am, what time do we suggest the guest to have the reminder call ?

06:15 am

06:05 am

06:10 am

06:02 am

34.

1 point

What are the procedures of crew delay handling ?

Leave message to guest in PMS

All

Reset wake up call time in FCS

After received the delay notice from AC airport office, make copies and send to the guest rooms

35.

1 point

If the guest has answered the first call, however he didn’t answer the reminder call, what should you do ?

Send FCS job to HSKP if the guest still did not answer the reminder call

Inform HSKP shift in charge

Assume the guest was waken up already

Inform Security colleague

36.

1 point

What are the normal procedures of a wake up call handling ?

Recording the conversation with guest

All

Input the call time in FCS Winvoice

Leave in-house comment

37.

1 point

How many wake up call time that could be input in FCS Winvoice for each room ?

1

3

4

2

38.

1 point

What action that need to be taken if HSKP inform us the guest room is double locked ?

Inform GM

Inform Front desk

None of the above

Inform DM

39.

1 point

What kind of wake up call that the guest will receive ?

The reminder call will be verbal, otherwise all calls are input in FCS if there is no special instruction from guest

All calls are verbal

All calls are by FCS Winvoice

None of the above

40.

1 point

What are the procedures of cancelling a wake up call ?

Recording the conversation with the guest

Cancel the call time in FCS Winvoice

All

Leave the in-house comment