English Proficiency Test for the Hotel and Tourism Industry – 01

Select the most suitable response.

1 / 20

If you receive a guest request for extra towels, what should you do?

Wait until the next day to respond

Inform housekeeping or bring the towels yourself

Tell the guest to come get them

Ignore the request

2 / 20

What is the best way to handle a guest who is complaining about a service they received?

Tell them it’s their fault

Interrupt them

Apologize and offer to make it right

Ignore their complaint and walk away

3 / 20

What is typically included in a hotel’s standard check-in process?

Explaining hotel amenities

Asking for a guest’s room preference

Collecting a security deposit or payment method

Offering free meal vouchers

4 / 20

What should you do if a guest has left an item behind after checking out?

Throw it away

Keep it for yourself

Notify housekeeping and record it in lost and found

Return it to the room immediately

5 / 20

Which department is responsible for repairing broken fixtures in a hotel?

Maintenance

Concierge

Housekeeping

Front Desk

6 / 20

If a guest calls to ask about the availability of a room, what is the correct response?

“Please check online.”

“We’re fully booked.”

“I’ll check the availability and get back to you.

“Try calling another hotel.”

7 / 20

Which of these is an example of good teamwork in a hotel setting?

Ignoring other departments' needs

Sharing important guest information with relevant departments

Refusing to help coworkers during busy times

Working independently without communicating

8 / 20

What is the best way to address a guest by name?

Use their title and last name (e.g., Mr. Smith)

Only use their last name

Only use their first name

Avoid using their name altogether

9 / 20

Which of the following is NOT typically a responsibility of housekeeping staff?

Restocking toiletries

Checking in guests

Vacuuming the hallways

Changing bed linens

10 / 20

What is the best way to handle a difficult guest who is upset about their room?

Offer an apology and find a solution

Ignore their complaints

Ask them to leave the hotel

Argue with them

11 / 20

Which department is responsible for maintaining the cleanliness of guest rooms?

Maintenance

Housekeeping

Concierge

Front Desk

12 / 20

What is the first step in handling a guest complaint?

Inform the manager immediately

Offer the guest a discount

Ignore it

Listen to the guest patiently

13 / 20

What is the primary role of the front desk in a hotel?

Handling guest check-ins and check-outs

Coordinating room service

Cleaning rooms

Managing the kitchen

14 / 20

Which of the following is a key element of great customer service in a hotel?

Taking long breaks during shifts

Avoiding eye contact with guests

Responding quickly to guest requests

Arguing with guests about complaints

15 / 20

Which is the most appropriate way to greet a guest upon arrival?

“What do you want?”

“You’re early. Your room isn’t ready.”

“Good day! How may I assist you?”

“Come back later, I’m busy.”

16 / 20

Which of these is the most appropriate response when a guest asks about hotel amenities?

“I’ll check and let you know."

“I don’t know, ask someone else."

“We don’t offer any amenities.”

“You should have checked before booking.”

17 / 20

What is the primary purpose of concierge services in a hotel?

Cleaning and maintaining rooms

Managing guest check-in and check-out

Offering restaurant and local activity recommendations

Managing hotel finances

18 / 20

What should a staff member do if they accidentally charge a guest for the wrong service?

Wait for the guest to notice

Avoid telling the manager

Inform the guest immediately and correct the mistake

Ignore the mistake

19 / 20

What should you do if you notice a guest looking lost in the hotel lobby?

Direct them to leave the hotel

Ignore them

Ask if they need assistance

Walk past them

20 / 20

What does “concierge” refer to in hotel terminology?

A staff member who provides guests with travel and activity recommendations

Someone who cleans the guest rooms

The person who handles guest check-ins

The person who books reservations for the restaurant

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