TLE 10 - Situational Multiple Choice Test

A guest arrives at the hotel looking tired after a long flight. You're working at the front desk. What should you do first to ensure a welcoming experience?

• Ask for their payment method immediately

• Tell them to wait for housekeeping

• Greet them warmly and assist with check-in

• Ask if they want room service

A guest calls the front desk, complaining about a leaking faucet in their bathroom. Which department should you coordinate with to address the issue immediately?

• Food and Beverage

• Housekeeping

• Maintenance

• Marketing

You are the reservation agent, and a walk-in guest requests a room. Which system would you use to check room availability and assign the room?

• Kitchen Inventory System

• Hotel PMS (Property Management System)

• Housekeeping Logbook

• Guest Comment Sheet

A foreign guest asks for help with booking a guided city tour. Which front office staff should assist them?

• Receptionist

• Bellhop

• Concierge

• Cashier

During check-in, a guest expresses concern about their room being too close to the elevator. What is the best response as a front desk staff?

• Tell them all rooms are the same

• Ask them to check again after check-in

• Apologize and check availability for a quieter room

• Ignore the concern and proceed with check-in

A guest calls the front desk and says their television isn't working. How should you respond?

• Tell them to read the manual

• Apologize and send a technician

• Suggest they watch on their phone instead

• Say it's not your responsibility

You're working as a night auditor. What task are you expected to complete?

• Clean the lobby

• Greet guests arriving early

• Finalize the day's financial transactions

• Promote tours and events

A guest who just checked in wants to know the hotel's spa and wellness services. What should you do?

• Say it's not part of your job

• Tell them to look it up online

• Politely explain the services and offer a brochure

• Ignore the request

A guest reports that another guest is causing a disturbance in the hallway. What should be your immediate action?

• Ignore the report

• Apologize and call hotel security to investigate

• Go confront the other guest alone

• Tell the guest to tolerate the noise

You are working in a large hotel. Why is using a Property Management System important?

• To promote food services

• To manually assign rooms

• To manage guest bookings efficiently

• To design hotel interiors