English for Hospitality Professionals

What is the main role of a receptionist?

• To oversee employee training and development.

• To manage financial accounts and transactions.

• To handle customer complaints exclusively.

• To manage front desk operations and provide administrative support.

How do you greet a guest in a hotel?

• Goodbye!

• Check-in is not available.

• Welcome to [Hotel Name]! How may I assist you today?

• Please leave your bags outside.

What is a reservation?

• A reservation is a type of food dish.

• A reservation is a method of transportation.

• A reservation is an advance arrangement to secure a service.

• A reservation is a legal document for property ownership.

What information do you need to take a booking?

• Payment method used

• Customer's favorite color

• Customer's name, contact information, date and time, number of guests, special requests.

• Previous booking history

How do you handle a guest complaint?

• Ignore the complaint and move on.

• Offer a discount without addressing the concern.

• Listen, acknowledge, clarify, offer a solution, and follow up.

• Blame the guest for the issue.

What is the purpose of a menu?

• To list the restaurant's history

• To display the restaurant's decor

• The purpose of a menu is to provide options for selection.

• To provide nutritional information

What does 'check-in' mean?

• The process of leaving a location after a visit.

• A method of booking a hotel room in advance.

• The process of registering arrival at a location.

• The act of checking the time on a clock.

What is room service?

• A service that provides laundry facilities

• A service that cleans hotel rooms

• A type of hotel room

• Room service is a service that delivers food and drinks to guests in their hotel rooms.

How do you ask a guest for their ID?

• Can I have your passport?

• Do you have a driver's license?

• Ask the guest, 'Could I please see your ID?'

• What is your name?

What is the difference between a single and a double room?

• A single room has a kitchenette while a double room does not.

• A single room has one bed; a double room has two beds or a larger bed for two people.

• A double room is meant for one person only.

• A single room is always larger than a double room.