The guest says they have a reservation. What should you do first?

12. The guest says they have a reservation. What should you do first?
A. Ask for their name and locate the reservation in the hotel's system
B. Immediately hand over a room key
C. Ask them to choose a random room
D. Tell them to go upstairs
13. You find a reservation under Jordan Smith. What should you do before giving out the room key?
A. Announce the room number so everyone can hear
B. Ask another guest to confirm Jordan's identity
C. Verify the guest's identity according to hotel policy
D. Skip verification if the guest seems friendly
14. The guest's reservation shows two nights, but they say they booked three. What is the BEST response?
A. "You're wrong. The computer is always right."
B. "Let me review the reservation details and see how we can resolve this."
C. "You'll have to pay for whatever the computer says."
D. "I can't help you."
15. The guest asks what time check-out is. What should you do?
A. Tell them to leave whenever they want
B. Make up a time
C. Tell them to look for a clock
D. Provide the hotel's actual check-out time and explain any available late check-out options