A caller asks whether breakfast is included. You are unsure. What is the BEST response?

8. A caller asks whether breakfast is included. You are unsure. What is the BEST response?
A. “Yes, definitely!” even though you aren't sure
B. “I don't know. Check online.”
C. “Breakfast is always free at every hotel.”
D. “Let me verify that information so I can give you an accurate answer.”
9. You have entered the reservation. What should you do before ending the call?
A. Hang up as soon as the computer saves
B. Review the reservation details, explain the confirmation process, and ask if the guest needs anything else
C. Tell the guest to call back tomorrow
D. Ask the guest to repeat everything without explaining why
10. The guest asks you to read their full credit card number aloud while other people are nearby. What should you do?
A. Read it loudly so they can hear
B. Write it on a sticky note
C. Protect the guest's payment information and follow the hotel's secure payment procedures
D. Give the number to another employee who is not involved in the reservation
Checking Guests In at the Front Desk
11. A guest walks up to the front desk and says they are ready to check in. What is the BEST greeting?
A. “Name?”
B. “You'll have to wait.”
C. “Are you sure you booked here?”
D. “Welcome to the Midview Hotel! How may I assist you today?”