Vocabulary
What is an emergency exit used for?
A) Entering the hotel
B) Leaving in a dangerous situation
C) Taking out the trash
B) Leaving in a dangerous situation ✅
If a guest needs to find the elevator, which is best?
A) “Turn left at the lobby, it’s next to the restrooms.”
B) “Try going somewhere upstairs.”
C) “I don’t know, ask someone else.”
A) “Turn left at the lobby, it’s next to the restrooms.” ✅
Why are security cameras used in hotels?
A) For decoration
B) To keep people safe
C) To clean the rooms
B) To keep people safe ✅
A guest tells you they lost their phone in the lobby. What’s the most professional first step?
A) Ask for details and notify the front desk supervisor
B) Tell them you don’t deal with phones
C) Hand them your personal phone
A) Ask for details and notify the front desk supervisor ✅
A guest is frustrated because their room isn't ready. What is the most appropriate way to respond?
A) “I understand your frustration. Let me check with housekeeping and offer a refreshment.”
B) “You’ll just have to wait.”
C) “That’s not my problem.”
A) “I understand your frustration. Let me check with housekeeping and offer a refreshment.” ✅
What does surveillance mean?
A) Watching or monitoring
B) Cleaning up a spill
C) Giving directions
A) Watching or monitoring ✅
What does “go straight” mean?
A) Turn around
B) Walk forward
C) Take the stairs
B) Walk forward ✅
Who is usually in charge during an emergency?
A) Kitchen staff
B) Hotel security team
C) Guests
B) Hotel security team ✅
You smell smoke in an unoccupied hallway. What is the safest and most appropriate response?
A) Report it immediately to security and follow fire protocol
B) Keep walking and ignore it
C) Try to find the fire yourself
A) Report it immediately to security and follow fire protocol ✅
A guest is complaining loudly in the lobby. What is the best approach?
A) Remain calm, listen patiently, and move the conversation to a private area
B) Tell them to calm down immediately
C) Wait until they leave
A) Remain calm, listen patiently, and move the conversation to a private area ✅
What is the lobby?
A) A guest room
B) The cleaning closet
C) The main entrance area
C) The main entrance area ✅
What’s the best way to give directions to someone who speaks little English?
A) Use clear words and hand gestures
B) Speak louder
C) Ignore them
A) Use clear words and hand gestures ✅
What should hotel staff do if they see someone acting suspiciously?
A) Report it to security
B) Ask the person to leave
C) Take a picture for social media
A) Report it to security ✅
A guest claims someone was banging on their door at night. What should you do?
A) Apologize, log the complaint, and alert security
B) Say it happens all the time
C) Tell them to complain in the morning
A) Apologize, log the complaint, and alert security ✅
A guest misunderstands your directions and gets upset. How should you handle it?
A) Apologize and rephrase the directions more clearly
B) Say “I already told you once”
C) Walk away
A) Apologize and rephrase the directions more clearly ✅
What does housekeeping usually do?
A) Watch the cameras
B) Clean guest rooms
C) Cook for guests
B) Clean guest rooms ✅
Which direction is the opposite of “turn left”?
A) Turn around
B) Turn right
C) Go upstairs
B) Turn right ✅
What is the purpose of a security patrol?
A) To deliver room service
B) To clean hallways
C) To monitor hotel areas for safety
C) To monitor hotel areas for safety ✅
A guest reports seeing someone without a uniform enter the employee area. What should you do?
A) Ask the person for ID
B) Notify hotel security and give a description
C) Say it's probably nothing
B) Notify hotel security and give a description ✅
A guest needs help but speaks very little English. What is the most effective solution?
A) Use visual aids or translate key phrases to assist them
B) Tell them to come back later
C) Ignore them
A) Use visual aids or translate key phrases to assist them ✅
What is a fire alarm?
A) A signal to eat
B) A warning sound for danger
C) A hotel staff break
B) A warning sound for danger ✅
A guest wants to find the gym. What should you do?
A) Walk them there if possible
B) Point without speaking
C) Say “It’s somewhere over there.”
A) Walk them there if possible ✅
A fire alarm rings and a guest is confused. What should you do?
A) Stay calm and guide them to the nearest exit
B) Tell them to wait until it stops
C) Leave them and run
A) Stay calm and guide them to the nearest exit ✅
You’re helping guests evacuate during a fire alarm and one guest refuses to leave. What should you do?
A) Respect their choice and keep going
B) Urge them again to evacuate, then inform emergency services
C) Tell them they’re on their own
B) Urge them again to evacuate, then inform emergency services ✅
A guest gives positive feedback at checkout. What’s a good way to respond?
A) “Thank you! We’re happy you enjoyed your stay.”
B) “OK.”
C) “You’re not the first to say that.”
A) “Thank you! We’re happy you enjoyed your stay.” ✅