English Proficiency Test for the Hotel and Tourism Industry – 01

Select the most suitable response.

1 / 20

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

Ignore them

Direct them to leave the hotel

Ask if they need assistance

Walk past them

2 / 20

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

Managing hotel finances

Managing guest check-in and check-out

Offering restaurant and local activity recommendations

Cleaning and maintaining rooms

3 / 20

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

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

“Good day! How may I assist you?”

“What do you want?”

“Come back later, I’m busy.”

4 / 20

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

Only use their first name

Avoid using their name altogether

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

Only use their last name

5 / 20

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

Maintenance

Housekeeping

Concierge

Front Desk

6 / 20

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

Coordinating room service

Managing the kitchen

Handling guest check-ins and check-outs

Cleaning rooms

7 / 20

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

Ask them to leave the hotel

Argue with them

Offer an apology and find a solution

Ignore their complaints

8 / 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

9 / 20

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

Offering free meal vouchers

Explaining hotel amenities

Asking for a guest’s room preference

Collecting a security deposit or payment method

10 / 20

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

“I’ll check and let you know."

“We don’t offer any amenities.”

“You should have checked before booking.”

“I don’t know, ask someone else."

11 / 20

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

Housekeeping

Front Desk

Concierge

Maintenance

12 / 20

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

Inform the guest immediately and correct the mistake

Avoid telling the manager

Ignore the mistake

Wait for the guest to notice

13 / 20

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

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

“We’re fully booked.”

“Try calling another hotel.”

“Please check online.”

14 / 20

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

Restocking toiletries

Checking in guests

Changing bed linens

Vacuuming the hallways

15 / 20

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

Arguing with guests about complaints

Avoiding eye contact with guests

Responding quickly to guest requests

Taking long breaks during shifts

16 / 20

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

Interrupt them

Ignore their complaint and walk away

Tell them it’s their fault

Apologize and offer to make it right

17 / 20

What is the first step in handling a guest complaint?

Ignore it

Offer the guest a discount

Listen to the guest patiently

Inform the manager immediately

18 / 20

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

Ignore the request

Tell the guest to come get them

Inform housekeeping or bring the towels yourself

Wait until the next day to respond

19 / 20

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

Refusing to help coworkers during busy times

Ignoring other departments' needs

Sharing important guest information with relevant departments

Working independently without communicating

20 / 20

What does “concierge” refer to in hotel terminology?

A staff member who provides guests with travel and activity recommendations

The person who handles guest check-ins

Someone who cleans the guest rooms

The person who books reservations for the restaurant

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