WorksheetsTourism Expressions
Total questions: 50
Worksheet time: 26mins
Waiter: ...
Guest: Yes, I'd like two orange juice and a plate of fried rice, please.
Are you ready to order, Ma'am?
Please have a seat.
Hope you enjoy the food.
Please help yourself.
Receptionist: Good morning. what can I do for you, Sir?
Guest: I'd like to talk to the manager, please.
Receptionist: ...
Guest: Sure. My name is Hendra.
May I have your name?
Could you call him later?
Have you met him before?
Have you made an appointment?
Receptionist: Pizza Corner. How can I help you?
Customer: I'd like to make an order, please.
Receptionist: Sure. ...
Customer: Two standard size vegetarian pizza, please.
Receptionist: All right.
What would you like to drink?
Do you want me to help you?
What would you like to order?
What would you want me to do?
Room boy: Is there anything else I can do for you, Sir?
Guest: ....
Room boy: All right, Sir
Yes, please bring me clean towel.
No, thank you. I have my own room.
You are very kind.
Don't mention it.
Waiter: Good morning. How can I help you?
Guest: ...
Waiter: Chocolate or cheese?
Guest: Chocolate, please.
I'd like to order some cake, please?
I'd like to confirm my order.
I need to buy some drinks.
I want to reserve a table.
Caller: I'm calling about a product I bought in your store two weeks ago. There is something wrong with the keyboard.
Staff: ... .You can bring the laptop back to our store and let us check it.
I'm sorry. I give up.
I apologize for the inconvenience.
I will listen to you.
Thank you so much.
Customer: Excuse me! Would you mind telling me who the cook is?
Waiter: What's wrong, Sir? Is there anything I can help you with?
Customer: ..., but the chicken is not well-cooked.
Waiter: I really apologize for this mistake. Allow me to get you a better food.
I want to order
I am OK.
I'm afraid
I'm sorry to say this
Visitor :My name is Mrs. Maria from Avon. I’ve got an appointment with the manager.
Secretary : I’m sorry, but the manager is just on the meeting at the moment.
Saying the person isn't avalaible at the moment
Check the customer's information
Establish with your boss whether and when to drop-in visitors
Announce the visitor's appointment
What are the first 3 things you should do when handling a complaint?
Listen, apologise, action
Listen, thank them for bringing it to your attention and apologise
Apologise, listen, seek best solutions
Apologise, seek best solutions, follow up
Rearrange the service sequence below according to the sequence.
i. Serving food & beverage, Taking orders & recommending dishes, Presenting & describing the menu, Water service, Unfold napkin, Guest seating, Guest greeting
ii. Guest greeting, Serving food & beverage, Guest seating, Taking orders & recommending dishes, Unfold napkin, Presenting & describing the menu, Water service
iii. Guest greeting, Guest seating, Unfold napkin, Water service, Presenting & describing the menu, Taking orders & recommending dishes, Serving food & beverage
iv. Serving food & beverage, Guest greeting, Guest seating, Taking orders & recommending dishes, Unfold napkin, Presenting & describing the menu, Water service
i
ii
iii
iv
What is the procedure of serving water?
i. Move anti-clockwise around the table pouring the water
ii. Water is poured from the guests's left hand side
iii. Serving the host first
iv. The water glass is positioned above the table knife
i and ii
ii and iii
i and iv
iii and iv
1. One of housekeeping sections which has responsibilities to keep the cleanliness, tidiness, the beauty and comfort of guests room in the hotel is...
Public area section
Guest room section
Laundry section
Valet service
2. Organize, supervise, and coordinate the work of housekeeping personnel on day-to - day operation is one of the responsibility of .....
Housekeeping Supervisor
Housekeeping Manager
Order Taker
Executive Housekeeper
3. ......is chemical for polishing the metal.
Glass cleaner
Floor cleaner
Metal polish
Furniture polish
4. The things below are categorized as bathroom supplies, except....
ashtray
talcum powder
sewing kit
candle
5. A cleaning box used for keeping small equipment chemical for cleaning is .....
bucket
mop bucket
carry caddy
trolley
6. ......is a room with individual entrance doors from the outside and a connecting door between ( guest can move between rooms without going trough the hallway)
adjacent room
connecting room
adjoining room
cabana
A statement that a situation is unsatisfactory or unacceptable is called...
Request
Complaint
Service
Bored situation
These are something that should not do by housekeeping attendant when handle the complaint, except...
Get upset or angry
Blame the guest
Interupt the guest
Apologize
These are something that should do by housekeeping attendant when handle the complaint, except...
Get upset or angry
Listen attentively
Find the solution
Solve the problem
These are the expression of handling complaint, except...
I understand ....
I can appreciate that ...
I’m sorry for any inconvenience this ay have caused......
Thank you for your coming
__________________ is a section of Front of the house.
Cleaner
Reception
Reservation
Telephone Operator
One of the front office functions includes
guest registration
cleaning the room
handling room service
maintaining guestroom status
A hotel that is sold out 100 percent occupancy.
The above statement refers to ___________________.
full house
full service
high season
house count
In a large, full-service resort property, the front office manager reports to the _____________.
Director of Sales & Marketing
Executive housekeeper
General Manager
Rooms Division Manager
The ____ is responsible for keeping an accurate room inventory.
door attendant
housekeeping staff
bell attendant
reservations manager
Randy: Good moorning. Laluna Hotel, ....?
Tracy: Can I speak to Mr. Nielson, Please?
Randy: Yes. Wait a moment.
May I help you
Help me please
Can you help me
Can I take a message
Maura: Is Denny in?
Diara: .... . Can I take a message?
Maura: No, I'll call him back.
Yes, hold a moment, please.
I'm afraid he's out at this time
May I leave a message
yes, He is in the class
"This is Peter speaking. Can I speak to Queenzy, please."
"...."
I'm sorry, he was out of house at that time.
Sure. Wait a minute. I'll take your message
Certainly, hold on a minute, I'll put you through.
Our manager is busy right now. He will have a meeting in a half hour
What can we infer from the conversation?
"Is Mr. Teddy in?"
"In an hour you say?"
"at ten this morning. Oh dear."
"No thank you. I'll call again."
The secretary wants to receive a message from the caller
Mr Teddy is calling someone
Mr Teddy will come in two hours
Mr. Tedy is not in his office
My boss says, "Please call me back after 7!"
It means....
the boss says to call him back after 7
the boss said that he called after 7
The boss says not to call him after 7
The boss says if he calls me after 7
Mr. Jack asked, "Don't come to room 1!"
What does Mr Jack say?
He said us to come to room 1
He asked us not to come to room 1
Mr Jack said us that he comes to room 1
Mr Jack said that he doesn't come to room 7
Hughes: "Are you interested in reading riddle stories?"
Me: "Yes? I can't hear your voice. It's noisy here."
Harvey: Hughes asks you ....
to read riddle stories
not to read riddle stories
if you are interested in reading riddle stories.
whether she was interested in reading riddle stories
Charles asked Charlie, "Where is Mr Chulky?"
It means Charles asked Charlie ....
to Mr Chulky is
whether Mr Chulky is here
if Mr chulky is there
where Mr Chulky was.
Sandra wants to know, "Does Silvia go to bed before nine everynight?"
It means Sandra wants to know ....
if Silvia goes to bed before nine everynight
Wheteher Silvia went to bed before nine everynight
If Silvia went to bed before nine everynight
Whether Silvia doesn't go to bed before nine everynight
Ahmad: I met Ms. dewi yesterday. She said ....
Yahya: I will ccollect their money for the photocopy.
if she has some paper to be copied
that she has some paper to be copied
whether the papers are to be coppied
not to coppy the paper
Rani informed Layla, "The class is dark."
It means Rani informed Layla ....
to dark the class
if the class is dark
That the class was dark
not to dark the class
The operator asked me .... but I didn't leave any message.
whether the message was taken
that he leaves a message
that he takes a message
to leave a message
Mr. Sogi's secretary said .... he promised to tell him my message
that he isn't in the office right now.
if the message is ok
to wait a moment
not to call them back
Ms Janick was in a birthday party with me. She wanted to know .... and I did.
if I enjoys the party
whether I enjoyed the party
to enjoy the party
not to enjoy the party
When I am reading my English lesson, Ms Dewi calls me. She says ....
if we have a test
that we had a test
that we will have a test today
whether we had a test
What quality is unnecessary to apply for a job in Front Office department?
proficient in English
good communication skills
good at making beverages
hospitality graduate
What question answers the following?
"I'll be staying for three nights."
"How long will you be staying, Sir?"
"May I know where you'll be arriving, Sir?"
"When did you make the reservation, Sir?"
"How long will the event last, Sir?"
Rp 875.000 is read as...
eight thousand seventy five hundred rupiahs
eight hundred thousand seventy five thousand rupiahs
eighty seven thousand five hundred rupiahs
eight hundred seventy five thousand rupiahs
How do we ask a guest to wait politely?
"Wait."
"Sit in the lobby."
"Could you please wait a moment, Mam?"
"Can you wait, Mam?"
What does not belong to basic room facilities?
towel
air conditioning
blanket
bed
What is the possible expression responded by "Good bye"?
"Thank you for calling, Miss. We look forward to your visit."
"Could you spell your name, please?"
"Good morning, Madam."
"And your phone number, Sir?"
