Tools and Equipment
Hotel Problems
Safety and Cleanliness
Customer Service
100
What is a fire extinguisher used for?
A) Cleaning windows B) Putting out fires C) Making coffee D) Washing hands
B) Putting out fires
100
What does a “leak” usually involve?
A) Too much heat B) Water coming out C) Loud music D) Broken curtains
B) Water coming out
100
What grows in wet and damp places?
A) Dust B) Rust C) Mold D) Foam
C) Mold
100
A guest says their room is too cold. What is the most professional response?
A) “That’s not my fault.”
B) “We’ll send someone to check the thermostat right away.”
C) “Wear a jacket.”
D) “The heater is broken for everyone.”
B) “We’ll send someone to check the thermostat
100
What do you keep in a toolbox?
A) Clothes B) Keys C) Tools D) Towels
C) Tools
100
A clogged drain means:
A) Water flows normally B) No electricity C) Water cannot go down D) There is no water
C) Water cannot go down
100
What should be used to stop a small fire?
A) A mop B) A fire extinguisher C) A towel D) A phone
B) A fire extinguisher
100
A guest complains that the bathroom light is flickering. What is the best way to show you are listening?
A) “Okay.”
B) “That happens a lot.”
C) “I understand. Thank you for reporting the issue.”
D) “You should use another bathroom.”
C) “I understand. Thank you for reporting the issue.”
100
What is used to cool a room?
A) Heater B) Toaster C) Air conditioner D) Refrigerator
C) Air conditioner
100
What happens if a light bulb is burned out?
A) It gives more light B) It makes noise C) It stops working D) It gets colder
C) It stops working
100
Why should you fix a clogged toilet quickly?
A) It’s loud B) It smells C) It can flood D) It’s shiny
C) It can flood
100
What is the most polite way to inform a guest that maintenance will take 30 minutes?
A) “You have to wait.”
B) “It will take about 30 minutes. We appreciate your patience.”
C) “That’s how it is.”
D) “Just wait in the hallway.”
B) “It will take about 30 minutes. We appreciate your patience.”
100
Which of these gives light?
A) Faucet B) Light bulb C) Towel D) Curtain
B) Light bulb
100
What should you do if the air conditioner isn’t working?
A) Turn off the TV B) Ignore it C) Call maintenance D) Close the curtains
C) Call maintenance
100
What is the first thing you do if you smell smoke in a hotel?
A) Sleep B) Turn on the TV C) Report it immediately D) Drink water
C) Report it immediately
100
A guest says the air conditioner is not working. What should you ask to better understand the issue?
A) “Did you read the manual?”
B) “Did you try turning it off and on again?”
C) “Can you please describe what’s happening with the unit?”
D) “It usually works.”
C) “Can you please describe what’s happening with the unit?”
100
What do you plug into an electrical outlet?
A) A bed B) A door C) A phone charger D) A shower
C) A phone charger
100
A broken lock can cause:
A) A fire B) A noise C) A safety issue D) More pillows
C) A safety issue
100
What should be placed near wet floors for safety?
A) Plants B) Warning signs C) Fans D) Chairs
B) Warning signs
100
What is the best way to close a conversation after taking a maintenance request?
A) “Goodbye.”
B) “Don’t worry about it.”
C) “Thank you for informing us. We will follow up as soon as possible.”
D) “Just wait for someone.”
C) “Thank you for informing us. We will follow up as soon as possible.”