Guest Relations Practice Exam

About Guest Relations
For the hotel industry guest relations is of high importance to create relationships in order to create the best win-win situation possible. This win-win situation regards the relationship between the hotel and their clientele, whenever their clients are happy, the profits will increase.

Building and maintaining strong guest relationships is essential to a modern hotel’s success, especially for independent hotels that do not have to total access to constant technology upgrades and huge marketing budgets.

Guest relations includes
•    Attend to guests courteously and deal promptly with their requests and queries.
•    Have detailed information about the hotel and city.
•    Check on VIP guest movements, complete their pre-registration formalities.
•    Allocate rooms to all arriving guests after checking the guest preferences.
•    Collect guest feedback forms and do any possible first hand service recovery steps.

Guest Relations has gained immense popularity across the globe resulting in huge demand for certified professionals.

Important Concepts for Guest Relations Practice Exam

• Guest Handling
• Guest Expectations
• Hotel Organization
• Room Reservation
• Revenue Management
  
  

Why is Guest Relations important?
Importance of guest relations is due to the benefits which it provides, which are
•    Enhances Better Customer Service.
•    Facilitates discovery of new customers.
•    Increases customer revenues.
•    Helps the sales team in closing deals faster.
•    Enhances effective cross and up selling of products.
•    Simplifies the sales and marketing processes.
•    Makes call centers more efficient.
•    Enhances customer loyalty.

Who should take the Guest Relations Exam?
•    Hotel management  professionals
•    Anyone who wants to assess their skills
•    Hotel managers and senior executives
•    Professionals working in outsourced companies responsible for guests
•    Anyone interested in guest relations

Certified Guest Relations professionals, executives and managers are in high demand in companies across the globe.

Guest Relations Practice Exam Objectives

Guest Relations exam focuses on assessing your skills and knowledge in guest handling and managing guest relations.

Guest Relations Practice Exam Pre-requisite

There are no prerequisites for the Guest Relations exam. Candidate should be well versed  in guest handling and managing guest relations to clear the exam.

Guest Relations Certification Course Outline

1. Guest Handling
1.1 Understanding Guest Behaviour
1.2 Guests Expectations
1.3 Building Guest Relationship

2. Guest Expectations
2.1 What is Guest expectations
2.2 Why Guest expectations
2.3 Types of Expectations
2.4 Expectations Model
2.5 Managing Expectations
2.6 Guest Latest Expectations
2.7 Getting Guest Feedback
2.8 Handling Guest Expectations

3. Consumer Attitudes
3.1 Attitudes
3.2 Models of Attitude
3.3 Attitude Formation
3.4 Strategies of Attitude Change

4. Hotel Organization
4.1 Divisions of a Hotel
4.2 Front Office
4.3 Housekeeping Department
4.4 Maintenance or Engineering Department
4.5 Food and Beverage Department
4.6 Accounting Department
4.7 Sales and Marketing
4.8 Supporting Departments

5. Hotel Rooms
5.1 Types of Hotel Rooms

6. Room Reservation
6.1 Reservation Basics
6.2 Reservation Activities
6.3 Factors Affecting Reservation
6.4 Modes of Payment
6.5 Types of Hotel Reservation Systems
6.6 Sources of Reservations
6.7 Managing Reservations
6.8 Guest Registration
6.9 Guest Check Out
6.10 Payment with Different Payment Modes
6.11 Revenue Management
6.12 Yield Management

Exam Format and Information
Certification name – Guest Relations Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199