TEST Work at the Front Office

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Test on tehtud aprillis 2020 Haapalu Kutsehariduskeskuse õpetaja Liis Rüü poolt. Mõeldud kasutamiseks majutusteeninduse õpilastega erialases inglise keele tunnis, suunitlusega vastuvõtutöö.

Test on koostatud õppematerjali peale, mis tuli eelnevalt iseseisvalt õppida: Work at the Front Office (H. Heimo) https://web.hkhk.ee/eope/frontoffice/

Soorita test. Pärast oma vastuste saatmist saad kohe teada ka oma tulemuse ning õiged vastused.

Name *

1. There is a client who has not booked a room. How do you tell him there are no rooms available? *

0 points

You can't sleep here today.

I am afraid there are no more rooms available.

No rooms are available.

2. The customer started to pay the bill. Tell her/him that she/he can't pay by cheque. *

1 point

Don't pay by cheque.

You can't pay like this.

I'm afraid we don't accept cheques.

3. The customer complains: "My neighbors were very noisy last night." How would you respond to the customer? *

1 point

They were celebrating someone's birthday.

I am sorry sir/madam, I'll ask the manager to have a word with them

It's not my fault.

4. WHICH WORD IS RIGHT? One of the jobs of a receptionist is to .................. complaints. *

1 point

manage

deal with

make

regret

Required

5. WHICH WORD IS RIGHT? People who often use the same hotel are called ... *

1 point

returners

usuals

walk in clients

regulars

Required

6. WHICH WORD IS RIGHT? When guests arrive the receptionist usually asks them to sign ... *

1 point

registration form

booking form

bill

Required

7. Hotel Vocabulary Quiz: If you've never been to this city, you should take a look at our sight-seeing *

1 point

8. Hotel Vocabulary Quiz: I’m sorry, but we don't have any vacancies. We are fully-_______ tonight. *

1 point

9. Hotel Vocabulary Quiz: If you need to do your workout we have a _______ on the third floor. *

1 point

Checking Guests In and Out: 1. Go to the link: https://drive.google.com/file/d/1QUmj8XrdC4diaJl1sFa220sBZA4Yc_Bw/view?usp=sharing 2. Listen and answer the questions nr 10-12 about it. Question nr 10. Why does the guest apologize when she arrives at the front desk? *

1 point

she forgot to pay

she is late checking out

her credit card isn't working

Question nr 11 (about the listening): Which of the following did the woman's family NOT like about the hotel? *

1 point

the pool hours

the room rates

the bed linen

Question nr 12 (about the listening): What was the woman charged for besides the room rate? *

1 point

telephone use

room service

pool towels

13. Who is who in the hotel? Look the pictures of this test and mark the jobs that you find on them. *

3 points

trainee

receptionist

room maid

chef

customer

Required

14. Telephone always plays a very important part in hospitality industry. People all over the world call for making booking or asking for information or transferring messages to the guests or for various other purposes. If you work at the hotel you certainly have to answer the telephone calls. It happens mostly with front desk staff but also in the back office. Pick out the useful tips while answering any call in the hotel business. *

1 point

Let the telephone ring more than three times.

Say you cannot help and not offer the caller to someone who can.

Hang up without thanking the caller for calling.

Say the name of the hotel, your name and appropriate greetings.

If you have to ask the caller to hold, explain, why. Wait for the callers agreement before putting him/her on hold

Forget to call back.

Repeat back in any details and follow up in writing (if necessary).

Required

A room with View: What should you expect from a hotel room in Torquay? (https://www.youtube.com/watch?v=tcliR8kAbzc) Cleese looks back at Fawlty Towers and its connection to the hotel business in this exclusive interview containing classic BBC comedy clips.

Thank you for your time! Now submit your answers. After that you can see your result. If you feel that you would like to say anything to me, then do it, please. :)

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