🏨 Hotel Basics
What do we call a place where people stay overnight when they’re traveling?
Hotel
Who checks people in at the front desk?
Front Desk Agent
What’s one thing a room attendant does every day?
Makes beds, changes sheets, cleans bathrooms, etc.
What time do hotel breakfasts usually happen—morning or night?
Morning
What’s one thing a front desk agent says when someone walks in?
“Welcome!” or “Hello, how can I help you?”
Name two types of hotels.
Business, Resort, Budget, Extended Stay, etc.
Who makes the beds and cleans the rooms?
Room Attendant
What do you call the cart that holds all the towels and cleaning supplies?
Housekeeping cart
What’s one job a breakfast attendant does?
Refills food, wipes tables, helps guests, etc.
What do you hand a guest after check-in?
A key / room card
What does “amenity” mean?
Something extra that makes your stay more comfortable, like a pool or breakfast
What job puts out food and helps guests at breakfast?
Breakfast Attendant
True or False: Room Attendants need to work very slowly.
False! They need to work quickly and neatly
What should you do before serving food?
Wash your hands / put on gloves
What tool does a front desk agent use to talk to people who are booking hotel rooms?
A desk phone or headset
What is one way a luxury hotel is different from a motel?
A luxury hotel has more services and fancy features like room service, pools, or big lobbies. A motel is simpler and usually has rooms that open to the parking lot.
I check guests in, answer the phone, and give room keys. What is my job?
Front Desk Agent
What are three things a room attendant checks in the bathroom before a guest arrives?
Clean toilet, clean sink, fresh towels, toilet paper, soap, or shampoo
Find the mistake: Someone is refilling food but isn’t wearing gloves. What’s wrong?
They need gloves for safety!
A guest walks up and says, “I lost my room key.” What should you do?
Politely ask their name and room number, and help them get a new key. (Or: Call a supervisor if you’re not sure.)
Put these in order from basic to fancy: Budget Hotel, Business Hotel, Luxury Resort
Budget → Business → Luxury
Sort these jobs into Front of House or Back of House: Front Desk Agent, Room Attendant, Breakfast Attendant, Maintenance Worker
Front of House = Front Desk, Breakfast
Back of House = Room Attendant, Maintenance
A guest says their room still has trash in the bin and the sheets are messy. What should you do?
Clean up the trash and change the sheets.
Act it out! Pretend you are greeting a guest at breakfast. What do you say?
“Good morning! Can I help you find something?”
You see this list: Smile, Speak Clearly, Be Patient. What are these examples of?
Good customer service