“It is 6 metres wide and 12 metres long” is used to ……..
check_box Describe size and dimension
Shape
Seating arrangement
None of these above
At what step will you do the upselling?
Handle reservation
Confirm reservation
After check room availability
Inform deposit
Baked fresh Atlantic salmon fillet layered with lobster tail medallions served with a chilled Champagne and pink grapefruit glaze.
check_box Champagne salmon
Scallop bacon
Escargot
Chicken Florentine
Can you finish the sentence? “Good morning. SHT hotel. Reservation Department. …….”
“Good morning. SHT hotel. Reservation Department. May I help you?”
“Good morning. SHT hotel. Reservation Department. Andrew speaking”
“Good morning. SHT hotel. Reservation Department. Andrew speaking. How may I assist you?”
“Good morning. SHT hotel. Reservation Department. What do you want? ”
Fill in the gap with correct verb for each step to check out-A…..for guests’ name
Arrange
Asks
Arranged
Ask
Fill in the gap with correct verb for each step to check out-G….. guests
Greet
Guide
Good
Guess
Fill in the gap with correct verb for each step to check out-I …… housekeeping department
check_box Inform
Installed
Informed
Install
Fill in the gap with correct verb for each step to check out-R …… account with guests
Return
Returned
Reviewed
Review
Fill in the gap with correct verb for each step to check out-S…… the payment
See
Settle
Say
Show
Fill in the gap with correct verb for each step to check out-T ….. guests for stay and invite to return
Thinks
Think
Thanks
Thank
-Good morning. May I help you ? - ………………
I’d like to check out now
Would you like to check?
Could you sign each check?
Can I pay with traveler’s check?
How do you reply? “Is there garlic in the food? No garlic for me, please!”
check_box I’ll take a note for the chef
Is it what you want?
No garlic for you
There is just some garlic
How many steps are there to check-in for the guests?
9
7
8
10
I apologize …. that.
check_box for
to
on
with
I’ll pay ….
check_box in cash
with cash
by cash
on cash
It is a type of hotel room that can accommodate 3 people
check_box Triple room
Double room
Single room
It is a type of hotel room that has one bed for two people
Double room
Triple room
Single room
Family room
It is a type of hotel room that has two-single beds for two people
Single room
Family room
Twin room
Double room
It is a type of hotel room with enough space for a single bed for one person
Family room
Triple room
Single room
Double room
Six large escargots with mushroom caps, baked with garlic butter and cheese. What is it?
check_box Escargot
Chicken Florentine
Scallop bacon
Champagne salmon
Six plump scallops wrapped in bacon broiled and served with a tangy seafood sauce.
check_box Scallop bacon
Champagne salmon
Escargot
Chicken Florentine
Strawberry and peach Bavarian cream covered with sherry soaked lady fingers served with strawberries and fresh cream.
Praline Ice cream
Scallop bacon
Chicken Florentine
Bavarian Trifle
The hotel ….. this week, so it’s not a problem.
check_box isn’t booked
has booked
hasn’t booked
js booked
The kids were ………that the pool wasn’t open this morning.
check_box disappointed
delighted
glad
worried
The last hotel we stayed in …us for a late check out.
check_box charged
made
got
paid
They come into the hotel without reservation. Who are they?
Groups with reservations
Individual guests
Convention guests
Walk-ins
What are some types of meetings ?
check_box All of these above
Forum
Convention
Conference
What categories are there in a standard menu?
Salad
Appertizer
Entree
All of these above
What do you do after asking guest’s Estimated time of arrival ?
Thanks guets and goodbye
Handle reservation
Confirm reservations
Ask for information
What do you do after greeting guest and offering help?
Handle reservation
Confirm reservation
Ask for ETA
Inform payment
What do you say when handling the reservation?
“When would you like to stay?”
All of these above
“How many rooms do you like to book?”
“How many people do you have in your group?”
What do you say when informing cost of the room?
“The Superior room costs $80 per room per night”
“The Superior room costs $80 per room per night including daily breakfast”
“The Superior room costs $80 per room including tax and daily breakfast”
“The Superior room costs $80 per room per night including tax and daily breakfast”
What do you say when you want to do the upselling?
With just 10 more US dollars, you can stay in a Deluxe room with a view of the city and you can use the afternoon tea at our skybar
Pay 10 US dollars more and you will stay in a Deluxe room with the city view
You need to pay 10 US dollars more to stay in a Deluxe room with the city view
10 more US dollars will help you stay in a Deluxe room with the city view
What does the receptionist do after borrowing guest’s passport?
Thank and wish guests a good stay
Introduce hotel policy
Re-confirm reservation information
Offer bellman service
What information does the receptionist imform guest?
Services
breakfast
All of these above
Wifi
What is another way to call “group guests?”
Individual guests
Walk-ins
Convention guests
None of these above
What is correct order?
1. Greet guest and offer help2. Handle reservation3. Confirm reservation4. Check room availability, ask for special requests5. Inform payment and deposit6. Ask for guest’s ETA7. Thanks guest and goodbye
1. Greet guest and offer help2. Ask for guest’s ETA3. Check room availability, ask for special requests4. Handle reservation5. Confirm reservation6. Inform payment and deposit7. Thanks guest and goodbye
1. Greet guest and offer help2. Inform payment and deposit3. Handle reservation4. Ask for guest’s ETA5. Check room availability, ask for special requests6. Confirm reservation7. Thanks guest and goodbye
1. Greet guest and offer help2. Handle reservation3. Check room availability, ask for special requests4. Ask for guest’s ETA5. Confirm reservation6. Inform payment and deposit7. Thanks guest and goodbye
What is not included in Scallop bacon?
check_box Chicken
Broiled bacon
Seafood sauce
Scallop
What is the autocue?
What is the conference room?
What is the correct answer ?- What are the facilities? - …………
It can take up to 60
It is set in theatre style
It is a product launch
It is equipped with screen, projector and computer
What is the correct answer ?- What is the seating capacity ?- …………
It is set in theatre style
It can take up to 60
6m wide and 12m long
It is a product launch
What is the correct answer ?-What is the seating arrangement? - ……….
It is equipped with screen, projector and computer
It is a product launch
It is set in theatre style
It can take up to 60
What is the correct order check-in for guests with reservation
1. Identify guest’s booking2. Borrow guest’s passport and fill in registration card3. Welcome guests4. Re-confirm reservation information5. Inform deposit and determnine method of payment6. Assign room and provide key card and breakfast coupon7. Introduce hotel’s service and policies8. Offer bellman service/ give direction9. Thank and wish guest a good stay
1. Borrow guest’s passport and fill in registration card2. Identify guest’s booking3. Re-confirm reservation information4. Welcome guests5. Inform deposit and determnine method of payment6. Offer bellman service/ give direction7. Assign room and provide key card and breakfast coupon8. Introduce hotel’s service and policies9. Thank and wish guest a good stay
1. Identify guest’s booking2. Borrow guest’s passport and fill in registration card3. Re-confirm reservation information4. Inform deposit and determnine method of payment5. Welcome guests6. Assign room and provide key card and breakfast coupon7. Offer bellman service/ give direction8. Introduce hotel’s service and policies9. Thank and wish guest a good stay
1. Welcome guests2. Identify guest’s booking3. Borrow guest’s passport and fill in registration card4. Re-confirm reservation information5. Inform deposit and determnine method of payment6. Assign room and provide key card and breakfast coupon7. Introduce hotel’s service and policies8. Offer bellman service/ give direction9. Thank and wish guest a good stay
What is the correct order?
2. Ask for guest’s name, room number and room key1.Greeting3. Inform housekeeping department4. Review account5. Settle the payment6. Thank guests7. Offer assistance
1. Ask for guest’s name, room number and room key2. Greeting3. Inform housekeeping department4. Review account5. Settle the payment6. Thank guests7. Offer assistance
1.Greeting2. Ask for guest’s name, room number and room key3. Inform housekeeping department4. Thank guests5. Offer assistance6. Review account7. Settle the payment
1. Greeting2. Ask for guest’s name, room number and room key3. Inform housekeeping department4. Review account5. Settle the payment6. Thank guests7. Offer assistance
What is the correct order?
What is the final step to check-in for guets?
Thank and wish guests a good stay
Introduce hotel policy
Offer bellman service
Assign room and provide key card
What is the first step to check in for guests?
Thanks guests
Welcome guests
Identify guest’s booking
Assign room card
What is the key card?
What is the order of a menu?
check_box 
What is the order when you ask for guest’s imformation?
- May I have your name, please?- May I have your contact details like email and phone number?- Do you have any special requests?
- May I have your contact details like email and phone number?- Do you have any special requests?- May I have your name, please?
- May I have your contact details like email and phone number?- May I have your name, please?- Do you have any special requests?
- May I have your name, please?- Do you have any special requests?- May I have your contact details like email and phone number?
What is the projector?
check_box
What is the Public address system?
What is the role of the receptionist?
Check-in for guests
All of these above
Answer the questions
Deal with problems
What is the type of seating arrangements?
Horseshoe style
Speech
Formal dinner
Seminar
What kind of dish is Chicken Florentine?
Entrée
Appertizer
Dessert
Salad
What kind of dish is Escargot?
check_box Appertizer
Salad
Dessert
Entrée
What kind of dish is Graden Greens?
Dessert
Appertizer
Salad
Entrée
What kind of meeting is suitable for schoolroom style?
check_box Lecture
Formal dinner
Board meeting
Wedding meal
What kind of meeting is suitable for theatre style?
check_box All of these above
press conference
speech
product launch
What should be done to check-in for big groups of guests?
check_box Pre-register
Check individually
Make guest do the self-checkin
Assign the room first and check – in later
What should the receptionist say ?- ……………………….- Yes. My reservation number is CA123
None of these above
Have you got a reservation, sir ?
Welcom to the HOU hotel
Could you fill in this form, please?
What should the receptionist say ?-………………………….. ?- I’ll pay the deposit in cash
Will you be paying by credit card, sir?
How would you like to do the deposit now?
Do you pay by cash?
How would you like to do the deposit now? & Will you be paying by credit card, sir?
What will customers say when they come to check in?-Good morning. Welcome to SHT hotel. What can I do for you, sir? - ……….
check_box Hi. I’d like to do check-in
Can I see your passport?
Can I have one room?
Check-in for me
When does the waiter say this:“We will have a table available in 15 minutes. Would you care to wait in the lounge? We will inform you when your table is ready.”
check_box When guests do not have reservation & When table is not ready
When guests have a reservation
When table is not ready
When guests do not have reservation
Which one is a triple room?
Which one is Baravian Trifle?
Which one is Champagne salmon?
Which one is Escargot?
check_box
Which one is hotel business centre?
Which one is hotel restaurant?
Which one is said by receptionist?
We’ll be back next time
Can I speak to the manager?
How will you be paying for this?
We really enjoyed our stay
Which one is Scallop bacon?
check_box
Which one is the banqueting style?
check_box 
Which one is the boardroom style?
check_box 
Which one is the horseshoe style?
Who is in charge of checking out for guests?
check_box Receptionist
Bell boy
Host
Waiter
Who is the hotel receptionist?
Who will help guests with the luaggage?
Concierge
Bellman
Chef
Receptionist
Why are the meetings held?
To inform
To organize
All of these above
To debate
Why do you need to ask for guest’s estimated time of arrival?
In case guests arrive later or early, they don’t have to wait around for their room
To make sure guest will arrive
None of these above
To charge guest more money
Why does the hotel receptionist require the passport?
To check guest’s identity
To keep as an insurance
To check guest’s identity & To fill in the registration card for guests
To fill in the registration card for guests
Why does the receptionist say this: “Do you have a reservation, sir?”
To welcome guests
To identify guest’s booking
To assign room
To re-confirm reservation
Why does the receptionist say this?“Can I have your room number and room key, please?”
To offer assistance
To review account
To ask for guest’ name, room number and room key
To settle payment
Why does the receptionist say this?“Do you have any suggestions for us to improve our services?”
To offer assistance
To review account
To get feedback from guests
To settle payment
Why does the receptionist say this?“Just a moment. I’ll draw up the invoice for you.”
check_box To review account
To offer assistance
To settle the payment
To thank guests
Why does the receptionist say this?“So the total comes to $231, including tax.”
To get feedback from guests
To review account
To settle payment
To offer assistance
Why does the waiter say this? “I am sorry but we’ve sold out the special of the day. May I recommend the stuffed flounder? It’s excellent!”
check_box To suggest alternatives
To take order
To serve food
To present menu
Why is a seminar held?
check_box To inform &To educate
To entertain
To inform
To educate
Why is deposit required?
It is a policy of all hotels
Customers are guaranteed the room when they arrive
It guaranteed for late arrival
Customers are guaranteed the room when they arrive & It guaranteed for late arrival
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