OTO Front Desk Participant Workbook¶
Use fictional training data and record the evidence for every result.
A — Reservation¶
Create a future reservation and list the six details you check before saving.
Reservation/Stay: _ Room: _ Status: ____
B — Walk-in¶
Explain the difference between Walkin and New Reservation. What must be true of the room before check-in?
Answer: ___________
C — Check-in¶
Open an expected arrival, verify identity and stay details, and check in.
Stay: _ Stay status: _ Room status: ____
D — Charges and payment¶
Post one approved service charge and its real payment. List the checks made.
Charge: _ Payment method: _ Balance: ____
E — Bill¶
Choose the correct bill for a guest who requests only accommodation charges, then list the details checked before printing.
Answer: ___________
F — Room move¶
Move an in-house guest to a ready room. Record old room, new room, rate, reason, and report evidence.
Answer: ___________
G — Checkout and housekeeping¶
What financial checks happen before checkout, and what room status follows?
Answer: ___________
H — Shift reconciliation¶
Which reports prove your payments, refunds, guests, arrivals, and departures?
Answer: ___________
I — New Day¶
List the checks required before New Day. What does it change, and what happens when bills or orders are still pending?
Answer: ___________
K — Views and direct booking¶
Explain when to use Standard View, Occupancy & Res., and Booking mode. Create a fictional direct-booking example with dates, room type, quantity, and rate.
Answer: ___________
L — Channels and rate plans¶
Describe how to convert a channel reservation and how you verify a day-price or channel-availability change.
Answer: ___________
M — Multi-currency payment¶
A guest pays using two accepted currencies. Explain how you record and verify the payments and how that differs from printing a Multi-Currency Bill.
Answer: ___________
J — Configuration¶
Explain why changing a room, tax, rate, package, currency, or channel mapping requires approval and a reservation/billing test.
Answer: ___________