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WorksheetsHave you got what it takes to run a hotel?
Total questions: 48
Worksheet time: 58mins
Read the passage:
Have you got what it takes to run a hotel?
Hotel managers face daily decisions across administration, aesthetics, and finance. The text jokes that only Superman from Krypton could handle everything, but real hoteliers need energy, quick thinking, strong people skills, and sound business sense. There is a theatrical side to hotel work: managers are on stage all day, smiling and keeping guests happy, with outgoing personalities. Equally, they must stay motivated behind the scenes, coordinating everyday tasks with staff. The role demands a 24/7 commitment and lots of energy; dealing with irritating and demanding guests can be exasperating, and many hotel owners report feeling totally exhausted by day’s end. Despite the strain, hospitality is fascinating and rewarding: every day is different, and the real pleasure comes from meeting basic human needs—food, warmth, comfort, and friendship—even if you can’t please everyone all the time.
Match each aspect of hotel management to its example.
Administrative
Scheduling staff rosters and policies
Aesthetic
Ensuring lobby decor looks inviting
Financial
Setting room pricing and budgets
Theatrical 'on stage'
Smiling and keeping guests happy
Back-stage coordination
Making everyday tasks happen with staff
A hotel owner feels totally exhausted after a day of dealing with demanding guests. Which plan would most effectively reduce burnout while maintaining service quality?
Cut amenities to decrease guest expectations
Rotate staff and debrief to share difficult cases
Limit guest interactions to brief conversations
Ignore complaints to save time and energy
Match each hotel scenario with the appropriate adjective form.
Guests praise the internship program
rewarding
Manager gives a bonus for teamwork
rewarded
Night shift with few breaks
exhausting
Staff enjoy training seminars
motivating
Although working as an entertainer on a cruise ship can be very _____, it’s also really enjoyable.
strained
pressuring
demanding
demanded
It was _____ to find out that the swimming pool wouldn’t be completed in time for the holidays.
disappointed
disappointing
Everyone was _____ when a well-known food critic booked a table at the restaurant for the following week.
exciting
excited
Read the passage and then answer the questions that follow.
Jim Reginato manages the International Pacific Hotel in Los Angeles. Each morning he reviews the Night Manager’s reports and checks overnight emails before greeting guests in the lobby. After that, he inspects the breakfast arrangements and then leads the daily staff briefing. By late morning he handles administrative work and meets with staff for a short strategy and planning session. Around midday, he has lunch with several team members while discussing ongoing issues. Today’s challenges include a delayed room service order for a guest, a shortage of bread rolls at the restaurant, and a likely overbooking for the end of the week, requiring alternative accommodation planning. Longer-term projects on Jim’s agenda include a full refurbishment of guestrooms and suites, sending the sales team to Australia and New Zealand to win more conference business, and reviewing the late‑charge check‑out policy after recent complaints.
Which sequence best represents Jim’s early‑morning routine from first to fourth task?
Check emails → review reports → greet guests → staff briefing
Review reports → check emails → greet guests → check breakfast
Greet guests → review reports → check emails → staff briefing
Review reports → greet guests → check breakfast → staff briefing
A hotel inspector uses criteria to evaluate service quality across areas such as reservations, room service, restaurant, reception area, staff, and rooms. Which aspect most directly reflects first impressions when a guest arrives?
Restaurant menu variety and pricing
Reception area appearance and efficiency
Reservations call handling and hold times
Room service delivery and tray setup
Which change would most directly fix the reservation issue in the scenario?
Offer late checkout on weekends
Place extra towels in every bathroom
Add more paintings in the lobby
Set a call-answer target of three rings
Guest rooms should have a properly stocked (a) to meet inspection standards.
During staff evaluation, inspectors look for professionalism, such as greeting guests by ------- and anticipating needs.
(a)
Read the passage and answer the questions.
Kaizen in hotels is a philosophy of continuous improvement that involves everyone, from upper management to chambermaids and cleaners. Improvements happen all the time and anywhere tasks can be made better. The philosophy holds there is no single best way; there is always a better way. In practice, hotels encourage staff to work in teams, empower them to make decisions, and offer incentives such as a reward for useful suggestions.
A hotel wants to reduce check-in waiting time. Which plan most closely applies Kaizen principles?
Hire temporary staff for peak weekends only
Form a team to test small process changes daily
Wait for annual reviews to propose changes
Purchase a new property management system immediately
Assign one manager to approve every step personally
Complete the sentence with ONE word: Kaizen promotes making Parsons (a) time and anywhere improvements are possible.
A hotel adopts Kaizen. Which benefit aligns most with improving guest satisfaction through consistent small changes?
Continuous pressure on housekeeping staff
Potential resistance among supervisors
Time-consuming implementation phases
Improved service quality for guests
Match each Kaizen pro with its hotel example.
Improved service quality
More consistent room cleanliness scores
Higher employee engagement
Staff propose new check-in ideas
Greater flexibility and adaptability
Quickly adjusts breakfast times to demand
Stronger organizational culture
Shared values across departments deepen
A boutique hotel wants faster outcomes. Which Kaizen drawback might conflict with this goal?
Slow results from continuous improvement
Stronger organizational culture development
Higher employee engagement over time
Greater flexibility in scheduling staff
Which advantage of Kaizen would most help a hotel reduce waste in housekeeping supplies?
Time-consuming planning meetings
Reduced costs through small process gains
Potential resistance to new routines
Continuous pressure to hit targets
Choose the best example of employee engagement under Kaizen.
Staff submit ideas to improve check-outs
Vendors control room inventory ordering
Managers set all procedures alone
Guests fill longer surveys nightly
Which hotel outcome reflects stronger organizational culture through Kaizen?
Departments share improvement values
Staff avoid team discussions
Rooms cleaned in random sequences
Guest complaints increase weekly
Match each Kaizen con with a hotel scenario.
Time-consuming implementation
Training sessions extend over months
Requires staff commitment
Teams must follow through daily
Slow results
Improvements appear after several weeks
Continuous pressure on staff
Targets demand frequent small changes
A manager wants to strengthen cross-department collaboration. Which Kaizen advantage supports this?
Stronger organizational culture
Slow results across initiatives
Requires staff commitment only
Continuous pressure without training
In many Western contexts, steady eye contact primarily communicates what social meaning?
Confidence and attentiveness to the speaker
Disrespect and challenge to authority
Indifference and emotional distance
Humor and lighthearted friendliness
Which practice aligns with Japanese dining etiquette regarding noodles and chopsticks?
Slurping noodles shows appreciation
Slurping noodles is disrespectful
Chopsticks upright invites good luck
Chopsticks upright signals readiness
Which tourist type is least likely to enjoy a cultural festival because they do not travel for culture?
Purposeful cultural tourist
Sightseeing cultural tourist
Incidental cultural tourist
Chance discovery cultural tourist
Select the correct passive construction: It was found in a small village where a fort ______ at the time.
was rebuilt
was being rebuilt
had been rebuilt
is being rebuilt
Great Britain consists of which countries?
England, Scotland, Wales
England, Wales, Northern Ireland
Scotland, Wales, Ireland
England, Scotland, Ireland
Match each UK country to its capital city.
England
London
Scotland
Edinburgh
Wales
Cardiff
Northern Ireland
Belfast
A city considers promoting niche tourism to reduce environmental impact. Which policy choice best aligns with that goal?
Encourage larger tour groups to maximize capacity and lower prices
Develop personalized experiences for specific interest groups and limit group sizes
Offer standardized, identical itineraries across all tours to streamline operations
Subsidize mass-market packages to attract the general public
During the 1960s, this kind of furniture .................. to be trendy.
considered
was considered
had been considered
was considering
Many new skyscrapers .......... in this city since 3 years ago.
are being built
were built
have been built
had been built
I don't like my hair curly. I think I'm going to ............. at the hairdresser's.
be straightened
have it straightened
have it straight
straighten it
Write the correct form of the verb in brackets:
“Dinner (a) (serve) in the dinning room right now.”
Our neighbours have just had their fence (a) (repair) after the hurricane.
- Hi, I'd like to (a) for two people at 7 PM tonight. Can you tell me about the menu?
- Certainly. We have a wide variety of (b) , including bruschetta, calamari, and buffalo wings. For our (c) , we have chicken parmesan, steak, and seafood pasta. And for (d) , we have a full bar, including wine, beer, and cocktails.
- Great! Can we also order (e) ?
- Of course! Would you like a soda or an iced tea?
M: I have a reservation. It's (a) Mark Nelson.
W: Hold on a second. You (b) with a city view for three nights. Breakfast is included, and your room is (c) a smartphone which provides unlimited local and international calls and Internet access.
M: That will be (d) . What is not included then?
W: If you consume anything from the minibar, it will (e) to your credit card.
- Our hotel is conveniently located (a) of the train station and bus stops. We do not provide (b) , but public transportation is easily accessible.
- That's perfect. I'll go ahead and book a room. Does the hotel offer any complimentary breakfast options?
- Yes, we offer a (c) every morning, free of charge for our guests.
- That sounds great. What if I need to cancel my reservation? What is the hotel's (d) ?
- Our cancelation policy allows you to cancel your reservation up to 24 hours before your scheduled check-in time (e) .
- Hi, do you have any (a) for tonight?
- Yes, we do have some rooms available. How many guests will be staying with you?
- It's just me and my wife.
- Great. Our rooms come with a variety of (b) , including a kitchenette, a dining room, and (c) . Is there anything else you're looking for in a room?
- That all sounds perfect. How much is the room for tonight?
- The (d) is $150 per night, and that includes all the amenities I mentioned earlier.
- That sounds (e) . We'll take it.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
LISTEN AND CHOOSE THE PICTURE THAT BEST FITS THE DESCRIPTION.
