2-Chapter 1 Quiz [3AHE2]

Which is the best way to find out if the guest needs further service?

“Is there anything else I can do for you?”
“What else do you want?”
“What else?”
“Do you want something?”

Which sentence sounds the most professional?

“Thank you!”
“Thank you muchly!”
“Thanks, man!”
“Thanks!”

Which sentence sounds more professional?

“Are you checking in?”
“Checking in?”
“Reservation?”
“Are you in?”

Which sentence sounds more professional?

“How may I assist you today?”
“What do you need, sir?”
“What do you want?”
“Service?”

Which sentence sounds more professional?

“May I put you on hold?”
“Hold the line.”
“Hold on.”
“Hold!”

Which sentence sounds more professional?

“Does that make sense?”
“Do you understand?”
“Understanding?”
Sensing?”

You are explaining about fitness amenities like the gym and pool to a new guest. They are asking about charges. What do you say or do?

Say: “Use of all of our fitness facilities is included in the room rate.”
Say: “Use of all of our fitness facilities is the room rate.”
Say: “Use of all of our fitness facilities is inside the room rate.”
Say: “Use of all of our fitness facilities is illustrated in the room rate.”

When you make or receive a call, make sure to ______. It can be awkward for the other person to try to guess who they are talking to.

identify yourself
clear your throat
ask their full name

Softeners such as, “I’m afraid” or “Unfortunately” are usually placed at the ______ of a sentence.

beginning
end
middle
anywhere

Choose the correct word or phrase: “May I ask who’s ______, please?”

calling
talking to me
telephoning

Choosing the right phrasing can help soften the unpleasantness of messages people may not want to hear. This is called:

speaking diplomatically
speaking nicely
talking professionally
using imperatives

Which sentence sounds more professional on the telephone?

“This is John.”
“I am John.”
“John, here.”
“John.”

Which sentence sounds more professional on the telephone?

“May I speak to Jason Chen, please?”
“Let me talk to Mr. Chen.”
“Tell Jason I am on the phone.”
“Jason! Now!”

Sometimes you will need to give firm directions, and ______ your language (especially over the phone) will help you sound polite and respectful.

softening
adjustment
diplomatic
hardening

Choose the correct word or phrase: “Your room is ready now. Sorry for the ______.”

inconvenience
problem
waiting
time waste

Choose the correct word or phrase: The ______ from the 20th floor is gorgeous!

view
look
scenic
outlook

We ______ be able to upgrade your room. Let me check.

might
can
maybe
possibly

Complete the sentence: “Hello, I’d like to make a ______ for dinner tonight.”

reservation
book
reserving
table

Complete the sentence: “Hello, we’d like to ______ a room for tonight.”

book
ready
buy
make

What is a professional way to accept thanks?

“You’re welcome.”
“No problem.”
“No, thank you.”
“Thank you.”

Which sentence would you use to greet a guest?

“Welcome to our hotel!”
“Thank you!”
“Well, come in!”
“You’re welcome!”

A guest is going to the airport. What do you say or do?

Smile broadly and say: “Have a safe trip!”
Say “Goodbye.” Look down at your papers so you look busy.
Look down and nod your head to show respect.
Nothing more. They are going and you won’t see them again.

A guest is leaving after having dinner in the restaurant. What do you say or do?

Say: “I hope you enjoyed everything. Thank you for joining us tonight.”
Say “Goodbye.” Get back to work so everything gets done.
Look down and nod your head to show respect.
Nothing more. They are going and you won’t see them again.

You’re a maintenance worker who has been chatting with a guest in the lobby. You have received a call on your radio to go to the 3rd floor. What do you say or do?

Say: “It’s been most interesting talking to you but I’m afraid I’ve got to go.”
Say “Goodbye.” Get back to work so everything gets done.
Look down and nod your head to show respect.
Nothing more. They are going and you won’t see them again.

Which sentence sounds more professional?

“I’m not sure. Let me find that out for you.”
“I don’t know. Ask someone else.”
“How should I know?”
“That’s not my job.”

Which sentence sounds more professional?

“May I ask your name?”
“Who are you?”
“What’s your name?”
“Name?”

A guest says “thank you” after you helped her with her bags.

Say: “My pleasure. I’m John. Please call the bell desk if you need anything else.”
Say “You’re welcome.” Get back to work so everything gets done.
Look down and nod your head to show respect.
Nothing more. You are just doing your job.

Using the “adaptability” skill from the “Triple A”s: How would you greet a Korean guest?

Say: “Good morning. Welcome to the hotel, Mr. Hong. How may I help you?”
Wave your hand and say: “Howdy! What’s up?”
Put both arms in the air enthusiastically and say: “How’s it going, man!”
Bow deeply with hands behind your back, without making eye contact.

A guest asks what services are offered at the spa. You start to explain, saying:

“People like to go to the spa to relax and promote physical well being.”
“People go for different reasons. I don’t know all of them.”
“My manager says it is really nice. I can’t afford to go myself.”
“Here is a brochure. Read it for yourself.”

Which sentence is more appropriate when speaking with a guest?

“I’m sorry to hear your flight was delayed.”
“We’re sorry to hear your flight was delayed.”
“Are you upset your flight was delayed?”
“What do you want me to do about it?”

A young woman is standing by the elevator, repeatedly punching the button. What do you say or do?

“I’m sorry, miss. That elevator is out of service at the moment.”
“Stop punching the button. The elevator isn’t working.”
“These elevators are always broken.”
You say nothing and keep walking. She seems annoyed.

Sarah was disappointed because the restaurant ______ to bake her a birthday cake.

wasn’t able
couldn’t able
weren’t able
ability

You are on your security patrol and a guest asks you, “Where is the swimming pool?” What do you say or do?

Pointing with your whole hand, you say: “It’s just through those doors between the spa and the fitness center.”
Pointing with your whole hand, you say: “The lobby has a map. Go look for yourself.”
Taking the guest by the arm, you turn them around and point at the door behind them.
This is not your job. You shrug your shoulders and walk on. The pool is well signed.

Select the answer that best describes the image.

Reservation
Holding
Vacancy
No vacancy

Select the answer that best describes the image.

Conference
Meeting
Business talk
Party

Select the answer that best describes the image.

View
Sight
Attraction
Room

You are on the front desk and a couple comes in looking quite distressed. They come to the counter and say: “We missed our flight because the train was out of service.” What is the first thing you say?

“I’m so sorry to hear that!”
“Yeah! That happened to me once too.”
“Those trains never run on time.”
“What do you want me to do about it?”

3A Hospitality English [BOOK 2]

2-Chapter 1 Quiz [3AHE2]

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