Service & Staff
Which room numbers are always a priority for housekeeping at the start of the shift?
Check-out rooms
What is the main purpose of a hotel loyalty program?
To encourage guests to return and reward frequent stays
What is the first step a guest usually takes when making a hotel reservation?
Contacting the hotel by phone, email, or online booking system
What type of tourism means traveling and spending holidays inside your own country, not in another one?
Domestic tourism
A piece of furniture that the hotel provides for babies to sleep safely in their rooms
a crib
Which rooms are referred to as “stayover” rooms?
Rooms that guests are still occupying
What do points earned in a loyalty program usually get redeemed for?
Free nights, room upgrades, discounts, or other rewards
What information is typically required from a guest when making a reservation?
Name, contact information, check-in and check-out dates, room type, and payment details
What form of tourism focuses on responsible travel to natural areas while preserving the environment and supporting local communities?
Ecotourism
What do parents use to take their baby for a walk around the hotel or outside?
a stroller
Who has the insider information about local businesses?
Concierge
Which types of companies can hotel loyalty programs partner with to offer more benefits to guests?
Airlines, car rental companies, credit cards, restaurants, and local attractions
What does it mean to “confirm a reservation”?
To verify that the hotel has recorded the booking and that the room will be held for the guest
What type of tourism involves traveling to experience exciting or unusual activities, such as hiking, rafting, or mountain climbing?
Adventure tourism
Small items in a hotel room that make a guest feel comfortable, like shampoo or slippers.
Amenities
What is the purpose of the concierge’s letter?
To inform guests about the concierge services and how the concierge can assist them, including local recommendations
Use the word “enroll” in a sentence related to hotel loyalty programs.
Guests can enroll in the hotel’s loyalty program to earn points for every stay.
Name two common methods hotels use to confirm reservations with guests.
Email confirmation or phone call
What type of tourism includes traveling for meetings, incentives, conferences, and exhibitions, usually for business purposes?
MICE tourism
Which hotel employee repairs broken items or fixes problems in guests’ rooms to make their stay comfortable?
A maintenance worker
Name three positions in a hotel and three responsibilities for each.
Front Desk: Check-in/check-out guests, handle reservations, answer guest inquiries
Housekeeping: Clean rooms, restock supplies, report maintenance issues
Concierge: Recommend restaurants and attractions, arrange transportation, assist with tickets/reservations
List three benefits that elite members of a hotel loyalty program might receive.
Room upgrades
Late check-out
Priority reservations
Welcome amenities
Why is it important for a hotel to confirm reservations in advance?
To prevent overbooking, ensure room availability, and provide accurate guest service
What type of tourism involves visiting places associated with death, tragedy, or disasters, such as battlefields or abandoned sites?
Dark tourism
This hotel employee works overnight and combines front desk duties with accounting tasks.
Night auditor