Hospitality Pre-Test

What does "courtesy" mean?

• being friendly
• being polite
• being professional
• All of the above

What is a "script"?

• written words of what to say
• a hotel menu
• a message from a guest
• your supervisor

What does "on hold" mean?

• waiting to talk
• holding the phone in your hand
• speaking on the phone
• taking care of requests

Which of the following is NOT good telephone courtesy?

• saying "Thank you for calling'
• answering the phone out of breath
• smiling
• asking a co-worker for help

Which of the following is NOT information to write in a phone message?

• the manager's name
• your name
• the date

• the caller's name

What does "within three rings" mean?

• answer the phone at 3 rings
• answer the phone after 3 rings
• answer the phone before 3 rings

Which is NOT an example of professionalism on the phone?

• using correct grammar
• smiling
• putting a caller on hold
• sounding rushed on the phone

When speaking on the phone you should:

• smile
• speak clearly
• pay attention to the caller
• All of the above

You answer the phone. The caller would like to speak to a guest. Who can help you find the guest?

• the caller
• a co-worker
• you have to find the guest yourself

You answer the phone. You are busy and you have to put the caller on hold. What is the best thing to say to the caller?

• Hold, please

• May I put you on hold?
• I'm sorry, I have to put you on hold.
• I am very busy.