1. Chapter 7, Section 3

2. Printed reservation requests may arrive as: Reservation cards Letters Memos Faxes Telegrams or telexes Central reservations office printouts Group rooming lists

3. Most hotels allow visitor to make reservations through the Internet.

4. For non-converted calls, reservationists enter one of the following: Number of room nights canceled Number of room nights denied due to stay controls Number of room nights adjusted (date of arrival, number of rooms, etc.) Number of room nights not converted for other reasons

5. Describe these upselling techniques: Top-down

6. Describe these upselling techniques: Bottom-up

7. Describe these upselling techniques: Choice of alternatives

8. Special Request may Include Any of the Following: Accessible room Room by the pool Specific view Specific bed type Specific amenities Smoking or nonsmoking room Specific floor Specific room for sentimental reasons Room away from elevator Room with good lighting or desk space, room for a crib, etc.

9. Reservationists may respond to request for: General property brochures Property promotion brochures Brochures about property facilities and rooms for guests with disabilities Copies of the property’s restaurant menus Rate information Brochures of local attractions Map with directions to the property

10. Why should packages marked as “priority” or sent overnight delivery be treated as urgent? If an overnight delivery is delayed, it could cost the property a repeat guest.

11. Section 7.3 Quiz 1.True/False: Reservationists make reservations only by telephone. 2.True/False: Reservationists document phone calls they receive on a reservation call conversion form.

12. Section 7.3 Quiz 3. Which upselling technique describes the lowest priced room first, and then suggests extra amenities and benefits the caller could enjoy in a more expensive room. a.top-down b.Bottom-up c.Choice of alternative

13. Section 7.3 Quiz 4. What do reservationists tell callers who request a special arrangement or room feature for their reservation? a.That they can make no guarantees whatsoever b.That they will do their best, but they cannot guarantee a specific room c.That they can guarantee a specific room with payment in full

14. Section 7.3 Quiz 5. How to reservationists respond to guests who request information such as brochures or rate sheets? a.By asking guests to submit their requests in writing b.By giving guests a toll-free number to call for that information c.By gathering the information and sending it the guest’s address on the same day.