RECEPTIONIST

Chapter 1: Introduction to Hotel Management

1. A home- away-from- home atmosphere with community breakfast describes...
A. Extended- Stay Hotels B. Economy/ Budget Hotels
C. Motels D. All- Suite Hotels
2. Total room sales divided by the number of rooms sold represents…?
A. Occupancy B. Average daily rate
C. Rack rate D. Daily report
3. RevPAR for a hotel that has $10,000 in room revenue for the night of December 15th
with 100 rooms available equals:
A. $50 B. $100 C. $150 D. $200
Room revenue 10000
RevPAR = = =¿ 100$
Number of Available Room 100
4. _____ is a level of service provided by hotel with guest room accommodations and
limited food service and meeting space
A. Select service hotels B. Full service hotels
C. Extended stay hotels D. All- Suite
5. Facilities, service and size of lodging facilities are criteria to classify...
A. Hotels and motels
B. All- suites and hotels
C. Select-service Hotels and Extended-stay Hotels
D. All of them
6. The ............. the brand is, the .............. the value of franchise.
A. more popular & higher B. less popular & lower
C. more popular & lower D. less popular & higher
7. Small families travel at a higher rate than large families mainly because they
have_______________.
A. less household chores B. more discretionary income
C. more responsibilities in marriage D. more free time
9. Total rooms in the hotel are 410; total rooms available are 400; total rooms sold are
350; total revenue is $38,500. What is the ADR?
A. $93.90 B. $96.25 C. $110 D. $112.50
Total Room Sales 38500
ADR= = =$ 110
Number of Rooms Sold 350
10. .......is the effectiveness of a hotel at selling its rooms at the highest rate available to
the most profitable guest, revealing a facility’s success in selling its room inventory on a
daily basis.
A. Yield percentage B. Revenue per available room
C. Room occupancy percentage D. Revenue per available customer
12. You own a hotel with 100 rooms, with 4 rooms under repair and not in service.
Today, the hotel sold 60 rooms. What is the hotel's occupancy percentage for today?
A. 45.5% B. 60% C. 62.5% D. 75.5%
Number of Rooms Sold 60
Occupancy= × 100 = × 100 = 62.5%
Number of Rooms Available 100−4
15. Which of the following type of ownership belong to chain affiliations? (Choose more
than 1 answer)
A. Franchise B. Company-owned properties
C. Independent hotels D. Referral properties
16. _______are two of the most important functions of the front desk operation. (Choose
2 answers)
A. Communication B. accounting
C. keeping rooms ready D. handling in-room requests
17. ______ has played the most important role in developing hotel's products and services
offered to guests.
A. technology B. the atrium concept
C. economic downturns D. select-service concept
18. Who has revolutionized the hotel industry with his first brand targeted to the new
select-service hotel segment?
A. E. M. Statler B. Conrad Hilton
C. Kemmons Wilson D. Cesar Ritz
19. Which of the following is the most important factor that affects the growth of the
hospitality industry?
A. Leisure time B. Discretionary income
C. Household size D. Business travel
20. Which of the following is a level of hotel sevice?
A. residential hotel B. commercial hotel
C. motel D. all-suite
21. _______offer guests a wide range of services that may include reservations, living
room and separate bedroom, kitchenette, optional public dining room and room service,
cable television, videocassette players and recorders, specialty shops, personal services,
valet and laundry, swimming pool, and ground transportation to and from an airport.
A. All-suites B. select-service hotels
C. limited service hotels D. motels
22. Muong Thanh Grand Danang Hotel has 583 rooms available and on the night of Sept
5th 2021 sold 531 rooms. What is the hotel's occupancy rate?
A. 95% B. 100% C. 65% D. 91%
Number of Rooms Sold 531
Occupancy= × 100 = × 100 ≈ 91%
Number of Rooms Available 583
23. Hotel A has a total of 30 rooms available for sale. Today, only 20 of those rooms are
occupied. The total room revenue for the night was $5,000. The Average Daily Rate
(ADR) of this hotel would be:
A. $100 B. $200 C. $250 D. $500
Total Room Sales 5000
ADR= = =250
Number of Rooms Sold 20
25. _______, which include hotels that purchase operational and marketing services from
a corporation, are further divided into franchisee, referral, company-owned properties,
and management contract companies.
A. Chain affiliations B. Independent hotels
C. Extended-stay services D. Select-service hotels
26. Which brand is the pioneer for the target to the new select-service hotel segment?
A. Hyatt brands B. Hampton Inn
C. Starwood Hotels D. Marriott Hotels
27. Market orientation in the hotel industry is categorized into two segments:
(1)_______hotels, which provide guest accommodations for the long term; and
(2)_______hotels, which provide short-term accommodations for traveling guests.
A. residential B. commercial
C. select-service D. extended-stay
28. What is the total room revenue divided by the number of rooms sold called?
A. Revenue per available room (RevPAR)
B. Average daily rate (ADR)
C. Gross operating profit per available room (GOPPAR)
D. Gross operating profit (GOP)
29. What is yield percentage?
A. The number of rooms sold divided by the number of rooms available
B. Indicating the ability of each guest room to produce a profit
C. The effectiveness of a hotel at selling its rooms at the highest rate available
D. The amount of room sales received
Chapter 2: Hotel Organization and the Front Office Manager
1. Which of the following is NOT a basic function of the Front Office?
A. Processing advance reservations B. Handing guests' mail and parcel
C. Overseeing all departments' salaries D. Rooming guest
2. Who of the following is responsible for: reviewing final drafts or night audits,
forecasting room sales, maintaining business relationships and supervising daily
registrations and checkouts?
A. Assistant General Manager B. Front Office Manager
C. General Manager D. Controller
4. Who is responsible for ensuring a safe environment for guests' vehicles ?
A. Controller B. Human resources manager
C. Parking garage manager D. Bell Staff
5. Which of the following is NOT under the management of the Front Office Manager in
a full-service hotel?
A. Reservations Manager B. Maids
C. Bell staff D. Concierge
6. What positions can be found in the organization of BOTH a full-service hotel and a
select-service hotel? (Choose more than 1 answer)
A. Front desk clerk B. Maids
C. Plant Engineer D. Pool manager
E. Restaurant Host
7. The ____ and _____ director is responsible for the efficient operation of the kitchen,
dining rooms, banquet service, room service, and lounge.
A. food, beverage B. lounge, restaurant
C. food, drink D. lounge, dining
8. Which of the following is the primary responsibility of Human Resources Manager?
(Choose 2 answers)
A. Helping the general manager to ensure that day-to-day business operations run
smoothly
B. Overseeing department functions
C. Assisting with the preparation of the operating budgets
D. Managing employees
9. Which of the following is NOT the responsibility of the Front Office Manager?
A. Reviewing the final draft of the night audit
B. Operating and monitoring the reservation system
C. Taking incoming requests for rooms and noting special requests for service
D. Preparing budgets and cost-control systems
11. An effective _____ not only attracts external sales such as conventions, small business
conferences, wedding receptions, and dining room and lounge business but also provides
direction for promoting in-house sales to guests.
A. Marketing and sales department B. Front Office Department
C. Food and Beverage department D. Maintenance department
12. To guests, which of the following is the most visible department and has more contact
with guests than any other department in a hotel?
A. Front Office department B. Food and Beverage department
C. Maintenance department D. Housekeeping
13. _____ is an employee who cleans and maintains guest rooms and public areas.
A. Room attendant B. Bell boy
C. Concierge D. Controller
14. Which of the following hotel department usually holds the main responsibility of
communications within the hotel?
A. The Housekeeping B. The Front Office
C. The Maintenance D. The Marketing and Sales
15. _____ is the person responsible for the hotel's operation and maintenance programs.
A. Plant engineer B. Executive housekeeper
C. Controller D. Auditor
16. Organizing personnel functions and developing employees are some of the main
functions of...
A. recreation director B. director of security
C. human resources manager D. athletic director
17. Minimal staffing can be found in which of the following types of lodging property?
A. select-service hotels B. all-suite hotels
C. full-service hotels D. extended-stay hotels
18. The __________ is responsible for the efficient operation of the kitchen, dining
rooms, banquet service, room service, and lounge.
A. Chef B. Vice-cook
C. Food & beverage director D. Restaurant manager
19. ________: the person who is responsible for the upkeep of the guest rooms and public
areas of the lodging property as well as control of guest room inventory items.
A. Executive housekeeper B. Front office manager
C. Maintenance manager D. General Manager
20. This position in the Front Office could provide guests with extensive information on
entertainment, sports, amusements, transportation, tours, church services, and babysitting
in the area.
A. concierge B. night auditor
C. controller D. reservation manager
21. Which of the following often have the most complicated organisation chart?
A. full-service hotels B. select-service hotels
C. extended-stay facilities D. holiday homes
22. Who is the first person a guest meets a guest sees on entering and the last person the
guest sees on leaving?
A. the house maid B. the concierge
C. the front desk agent D. the cashier
23. Who can perform check-in for guests?
A. Room attendant B. Housekeeper C. Bellboy

CHAPTER 7: GUEST REGISTRATION

1. Which of the following information can be found on guest's registration card with the hotel?
(Choose more than 1 answer)
A. Port of entry B. Billing information
C. Check out time D. Room rate
E. Date of departure
2. What should be the first step in the guest registration process?
A. Capturing Guest Data B. Guest Registration
C. Inquiry About Reservation D. Offering The Guest Hospitality
4. …… is a computer terminal linked to a credit card data bank that holds information about the
customer’s current balance and security status.
A. The credit card imprinter B. The credit card validator
C. The property management system D. The self check-in terminal
5. Guests without a reservation are often referred to as…
A.Walk-in guests B. Deluxe guests
C. Normal guests D. Reserved guests
6. Which of the following is NOT a sign of warm hospitality ?
A. Empathy B. Respect
C. Indifference D. Concern
7. Which of the following ancillary equipment can be found in this image? (Choose more than 1
answer)
A. Electric kettle B. Complimentary tea
C. Toiletries kit D. Minibar
8. _________ a percentage of the total sale charged by the credit card agency to the commercial
enterprise for the convenience of accepting the credit card.
A. Discount factor B. Discount rate
C. Bank rate D. Interest rate
9. Who will the front desk clerks need to talk to if a guest wants a discount?
A. General Manager B. Front Office Manager
C. Controller D. Executive Housekeeper
10. When offering bill-to-account credit to the guest, the ........ takes on responsibility of bill
A. collection B. hotel
C. client D. bank
E. credit card issuing agency
11. Which of the following position is responsible for the accounting process associated with bill-
to-account clients?
A. General Manager B. Front Office Manager
C. Groundskeeper D. Controller
12. Which of the following type of payment usually requires the most labor and time?
A. Credit card B. Bill-to-account
C. Debit card D. Cash

13. Guest: Do you have any vacancies?

 Front Desk Clerk: .........
A. Yes, we're hiring at the moment. B. May I see your reservation?
C. How many nights do you plan to stay? D. What's your reservation under?
14. The form in which the details of the guest are recorded on arrival is known as..........
A. Guest account B. Registration card
C. Payment receipt D. Invoice
15. Which of the following data will probably NOT be found in a registration card?
A. Phone numbers B. Room rate
C. Method of payment D. Port of entry
16. What direct factors does Hubbart Formula consider when establishing room rates? (Choose
more than 1 answer)
A. room tariff B. operating expenses
C. desired return on investment D. income from various departments in the hotel
E. construction cost
17. The _______ is often the most common way to establish credit in a hotel
A. credit card B. personal check
C. traveller's check D. bank account
19. The best resonable reason of hotels' preference to accepting credit cards over the other types
of payment is ….
A. Convenience B. Discount rate
C. Delayed payment D. Free service
20. Which is used by many employees in the hotel to provide service and hospitality to the guest
inform the staff of the guest’s needs, check credit background, and process charges?
A. Just the ID information B. All about guest’s data
C. Mode of payment D. Departure time
21. Which of the following is a suitable reply in this case?
Guest at check-in: The flight was long. I’m so tired now.
Front desk clerk:……..
A. How long was your flight? B. What can I do for you now?
C. Don't worry. Your room is ready now. D. Where are you from?
22. Which of the following can be seen as an act of warm hospitality by a hotel receptionist?
A. Asking guest intimate questions B. Showing worries
C. Showing empathy D. Always saying sorry
23. Which is suitable reply in this case?
Guest: I would like to book a room for two.
Front desk clerk:……..
A. Have you booked with us in advance?
B. Sure. How many nights do you plan to stay?
C. What name is the reservation under ?
D. What is your reservation number ?
24. This type of payment requires the guest or the guest's employer to establish a line of credit
and adhere to a regular payment schedule.
A. bill-to-account B. cash
C. credit card D. debit card
25. Which of the following statement is TRUE?
A. On the phone, the front desk clerk should greet guests quickly.
B. Always ask guests about their experience with the previous trips.
C. Smile is so important when greeting guests via the phone and in- person
D. No need to maintain eye contact when checking guests in.
26. Why is it required to complete guest registration process upon guest check in ?
A. To capture guests' data B. To satisfy guests
C. To keep guests busy D. To buy more time for room cleaning
27. Which of the following refers to a type of room rates for businesspeople with sporadic
patterns of travel?
A. Corporate rates B. Commercial rates
C. Rack rates D. Package rates
28. Which of the following status refers to a checked-out room which has not been released for
occupancy?
A. Available B. On change
C. Stayover D. Out of order
29. A hotel with $5,015,246 of operating expenses, a desired return on investment of 1,700,000
and additional income of $200,000 from other sources, with projected room sales of 50,000
room-nights. At what price is the hotel's room rate set?
A. $130 B. $140 C. $150 D. $160
(Operating Expenses + Desired ROI)−Other Income
Room rate= =
Projected Rooms Night
(5015246+1700000)−200000
=130 $
50000
30. The highest room rate charged by a hotel, given to a guest who does not fall into any
particular category, such as a walk-in who requests a room for the night, refers to…
A. Corporate rates B. Commercial rates
C. Rack rates D. Package rates
31. Which is NOT used as a term to indicate room availability?
A. Occupied B. Dirty or on change
C. Out of order D. Busy
32. Which type of room rate is set at 0 and can be used when a hotel is offering someone a free
stay?
A. family rate B. free rate
C. complimentary rate D. military and educational rate
33. Where are all transactions between the hotel and the guests and all single guest information
recorded?
A. in a guest folio B. in a guest safe
C. in a guest folder D. in a guest package
34. When the housekeeping status of a room indicates "STAYOVER," this means…
A. guest or guests are already occupying a room
B. guest will not be checking out on the current day.
C. a room with a mechanical malfunction.
D. the room is ready to be occupied.
35. A software application to manage the operations of hospitality accommodations and
commercial residential rental properties refers to…
A. property management system B. payment management schedule
C. performance management shifts D. point of maximum sales
36. Which of the following should be a piece of advice for Front Desk Clerks?
A. Always ask guests to purchase additional services
B. Push guests to spend as much as they could
C. Always try to help guests solve their problems
D. Offer the rack rate to guests to maximize sales
37. Which of the following is NOT usually the Front Desk Clerk's responsibility?
A. Handing out the right key to the right room
B. Confirming the room number on the key or the check-in packet
C. Leading the guests to their assigned room
D. Demonstrating the use of an electronic key
38. Which of the following can produce advance registration forms for guests?
A. a PMS B. a self-check in kiosk
C. a point of sale counter D. a concierge service
39. What does "stayover" indicate about room status?
A. the room is ready to be occupied B. the room is not available for occupancy
C. guests staying past expected check-out D. guests are already occupying a room
40. What is the term for the room rate that includes meals—usually breakfast and the evening
meal—as well as the room rental?
A. The American plan B. The modified American plan
C. The European plan D. The Bermuda plan
41. A hotel with $5,025,654 of operating expenses, a desired return on investment of $2,000,000,
and additional income of $200,000 from other sources (food and beverage, rentals, telephone),
with projected room sales of 65,516 room-nights, would set its room rate at …...
A. $102 B. $103 C. $104 D. $105
(Operating Expenses + Desired ROI)−Other Income
Room rate= =
Projected Rooms Night
(5025654 +2000000)−200000
=104
65516
42. If the guest is assigned a room that does not meet his or her personal requirements, what
should the front desk clerk do?
A. Respond with a list of available options B. Refer guest to a another hotel
C. Assign another room D. Offer room rate discount
43. A 250 room hotel has 175 rooms occupied on the night of September 23, with 50 room
checkouts scheduled for the morning of September 24. How many rooms are available for sale on
September 24?
A. 50 rooms B. 75 rooms
C. 100 rooms D. 125 rooms
Available rooms for sale = Room occupied - Room checkout = 175 - 50 = 125
44. What should a front desk clerk do to maximize room rates when selling rooms to guests?
A. Judge a guest by his/her appearance B. Always start with the lowest rate first
C. Present more than one option D. Stick to the rack rate
45. Which of the following is NOT advisable when a Front Desk Clerk assign room keys to
guests?
A, Give the right key to the right room.
B, Place room information inside a key holder (pocket)
C, Show how to use an electronic key
D, Announce room number and show room location
46. Which of the following term refers to an account where all charges and payment of a single
guest are recorded during his/her stay?
A. Guest Folio B. Guest Ledger
C. Guest Debit D. Guest Credit
47. "The room is not available for occupancy because of a mechanical malfunction."
Which of the following housekeeping status suits this definition?
A. Occupied B. On change
C. Stayover D. Out of order
48. What is the room rates for business people that represent a company and have infrequent or
sporadic patterns of travel?
A. Rack rate B. Commercial rates
C. Group rates D. Corporate rates
49. Which of the following is NOT a determinant of hotel room rates?
A. Seasonality B. Market competition
C. Hotel location D. FO manager
51. Which of the following type of room key is most costly when replaced?
A. Hard key B. Electronic key card
C. Digital room key D. Magnetic strip card
52. Which of the following department works most closely and directly with the front desk to
update on room status?
A. Recreation B. Housekeeping
C. Security and Safety D. Food and Beverage
53. Which of the following is NOT among the departments that must maintain communication
with front office to update on room status?
A. Housekeeping B. Maintenance
C. Reservation staffs D. Security and Safety
54. A central reservation system is NOT used for which of the following function?
A. Processing bookings B. Filing room charges
C. Recording accounts payable D. Blocking rooms

CHAPTER 9: GUEST CHECKOUT

1. Which of the following can be a good source of communication between guest and hotel?
A. Comment cards B. Guest folio
C. Guest ledger D. Greeting cards
2. A guest wants to pay her account of US$439 in Canadian dollars. Exchange rate is $1US=
1.31CAD. How much does he pay in CAD?
A. $335.11 B. $330.12 C. $575.09 D. $509.75
439 $ US
= 335.11$
1.31CAD
3. Arrange the following as procedure for payment by credit card:
i. Ask the client to sign the audit roll (retain the card).
ii. Obtain the card from the client
iii. Check that the signatures on the card and the voucher agree
iv. Swipe the card through the machine.
A. i,ii,iii,iv B. ii,iv,i,iii C. ii,iii,i,iv D. iv, ii,iii,i
4. A delay in payment after using a credit card refers to which of the following term?
A. float B. Interest C. Discount D. balance
5. Which of the following is a "point of sale" in a hotel?
A. Restaurant B. Gift Shop C. Spa D. All of them
7. Which of the following is listed as obvious charges in a guest folio?
A. Personal phone calls B. Purchases at the gift shop
C. Room fee and tax D. Laundry
9. Why should the Front Office staff inquire about the guest's satisfaction with the quality of
products and services?
A. To eliminate dissatisfaction B. To show hospitality
C. To argue with guests D. To earn more revenue
10. All the departments that generate revenue for the hotel is called…
A. Points of charges B. Points of services
C. Points of sale D. Points of revenue
12. Which of the following payment method requires prior approval of the credit limit of an
organization (corporate representatives) or an individual (private guest)?
A. Direct billing B. Traveler's checks
C. Personal checks D. Debit card
13. Convert a guest’s folio amount from US $300 to Vietnamese dong using an exchange rate of
22,450 VND/US$
A. 6,735,000 VND B. 3,675,000 VND
C. 7,735,000 VND D. 5,673,000 VND
300 × 22,450 = 6 735 000 VND
14. Which of the following must be done before the night auditor’s shift begins?
A. Checking out all guests B. Checking in all guests
C. Having the day's transactions in place D. Paying all accounts payable

16. Which of the following payment method can be used at all hotels?
A. Credit card B. Bill-to-account
C. Cash D. Direct billing
17. Prepaid checks issued by a bank or financial organization is called…
A. Traveler’s checks B. Cash
C. Personal checks D. Banknotes
18. The spending amount will be deducted directly and immediately from the guest’s personal
savings or checking account and transferred to the hotel’s account. This statement is associated
with which of the following payment method?
A. Credit card B. Debit card
C. Bill-to-account D. Personal checks
19. Upon checkout, who should review the folio before processing payment?
A. Guest B. Cashier
C. Security Man D. Guest and Cashier
20. Which of the following is the most common check-out time in most hotels around the world?
A. 9:00 AM B. 12:00 PM C. 3:00 PM D. 12:00 AM
21. Which of the following type of payment is the most convenient for the hotel?
A. Personal checks B. Traveler's checks
C. Credit card D. Direct billing
22. How can a front desk staff make good last impression?
A. Give the guest better treatment than others.
B. Handle guest's complaints by asking the manager.
C. Talk to the guest as much as possible.
D. Put all efforts to speed up guest's checkout.
24. The Front Office's last contact point with the guest refers to which of the following "Moment
of Truth"?
A. Check-out B. Check-in
C. Drop-off D. Pick-up
25. Compared to debit card, which of the following is a special characteristic of credit card as a
method of payment?
A. Can be used for online purchases B. Can be used internationally
C. Spend first, pay later D. Direct deduction from account
27. Which of the following refers to a computerized procedure that allows guests to settle their
accounts from their rooms upon check-out?
A. self checkout B. in-room checkout
C. automatic checkout D. express check-out
29. If a Canadian guest at a U.S. hotel wants to pay a US$600,00 hotel bill in Canadian dollars
with an exchange rate of 1.24 CAD to 1.00 USD. How much will the guest pay?
A. 744 CAD B. 650 CAD C. 760 CAD D. 670 CAD
600,00 × 1.24 = 744
31. Which of the following term refers to the amount of guest charges that does not reach the
front office until after the guest has checked out?
A. Float charges B. Late charges
C. Payable charges D. Receivable charges
32. Which of the following charges can be paid at check-in?
A. Incidental charges B. Room charges + Tax
C. Late charges D. Payable charges
33. Which of the following are NOT part of guest's incidental charges?
A. Room B. Laundry C. Minibar D. Spa
34. Which of the following is the quickest way for hotels to know how customers rate their
experiences upon check-out?
A. Using comment cards B. Asking guests to write online reviews
C. Sending an email to guests D. Inquiring guests directly
35. Which of the following payment method should give guests no charge privileges at point-of-
sale departments during stay?
A. Debit card B. Credit card
C. Bill-to-account D. Cash & Personal Checks
36. Which of the following is carried out by the Front Desk Clerk at guest's departure?
A. Reconciling accounts payable B. Picking up guests
C. Negotiating room rates D. Inquiring about guest experience
37. The Front Office Department needs information from which of the following department
when processing guest checkout?
A. Recreation Department B. Food and Beverage Department
C. Housekeeping Department. D. All of these departments
38. When a guest checks out and settles his or her account, the room’s status changes from
"Occupied" to….....
A. Stayover B. Due out C. Ready D. On-change
39. At registration, Mr. Dean used his credit card to establish credit with the hotel. At check-out,
Mr. Dean can settle his account by….......
A. Credit or debit card B. Cash
C. Approved direct billing D. Any of the payment methods
40. Which of the following refers to a charge imposed by some hotels on guests who do not
check out at the established check-out time?
A. Late charges B. Late check-out fee
C. Incidentals D. Liable charges
41. Convert a guest’s folio amount from US$395 to euros using an exchange rate of €0.86 to
US$1.00.
A. 340 euros B. 460 euros C. 395 euros D. 496 euros
395 × 0.86 = 339.7 ≈ 340 euros
42. During guest checkout procedure, a Front Desk Clerk should NOT forget which of the
following steps?
A. Return guest's ID documents B. Remind guest to return room key
C. Offer guest welcome drinks D. Introducing the hotel's name

Chapter 10. Preparation & Review of the Night Audit:

1. If a hotel has a supply of 150 rooms and 70 rooms are occupied by paying guests for
the night of Oct 19, what is the hotel's Occupancy percentage?
A. 46.67% B. 54.43% C. 49.60% D. 34.60%
Number of Rooms Sold 70
Occupancy= × 100 = × 100 = 46.67%
Number of Rooms Available 150
2. Calculate Revenue per Available Room (RevPAR) for a hotel with a supply of 150
hotel rooms, with 70 rooms occupied for the night of Oct 19, generating $15,000 room
revenue.
A. $127 B. $120 C. $100 D. $97
Room Revenue 15000
RevPAR= = =100 $
Number of Available Room 150
3. Calculate the yield percentage for a hotel with a supply of 150 hotel rooms, with 70
rooms occupied for the night of Oct 19, generating $15,000 room revenue. Rooms sold at
an average daily rate of $214.28 and a rack rate of $112.
A. 89.28% B. 94.34% C. 69.83% D. 79.40%
Room revenue 15000
Number actual rate= = ≈ 214,28
Room sold 70
Number of Room sold × Number actual rate 70× 214 , 28
Yield= × 100 = × 100 = 89.28%
Number of rooms available for sale × Rack rate 150 ×112
4. Calculate the Average daily rate (ADR) for Queen's Castle on the night of October 17:
152 rooms sold; 300 rooms available; $45,000 room income; 350 guests and rack rate at
$167.
A. $194 B. $296 C. $507 D. $130
Total Room Sales 45000
ADR= = =296 , 05
Number of Rooms Sold 152
5. Calculate the yield percentage for Queen's Castle on the night of October 17: 152
rooms sold; 300 rooms available; $45,000 room income; 350 guests and rack rate at $167.
A. 89.82% B. 98.68% C. 73.33% D. 57.67%
Room revenue 45000
Number actual rate= = ≈ 296.05
Room sold 152
Number of Room sold × Number actual rate 152× 296.05
Yield= × 100 = ×1 00 = 89.82%
Number of rooms available for sale × Rack rate 300 × 167
7. Calculate Revenue per Available Room (RevPAR) for Queen's Castle on the night of
October 17: 152 rooms sold; 300 rooms available; $45,000 room income; 350 guests and
rack rate at $167.
A. $130 B. $269 C. $296 D. $150
Room Revenue 45000
RevPAR= = =150 $
Number of Available Room 300
8. Assist the night auditor in calculating the Occupancy percentage for the night of
November 24: $30,250 room income; 250 rooms available; 240 rooms sold; 348 guests;
and rack rate $137.
A. 96% B. 89% C. 49% D. 90%
Number of Rooms Sold 240
Occupancy= × 100 = ×1 00 = 96%
Number of Rooms Available 250
9. Assist the night auditor in calculating the Average daily rate for the night of November
24: $30,250 room income; 250 rooms available; 240 rooms sold; 348 guests; and rack rate
$137.
A. $216 B. $191 C. $126 D. $186
Total Room Sales 30250
ADR= = = 126 (Total room sales = Room Income)
Number of Rooms Sold 240
10. Assist the night auditor in calculating the Revenue per Available Room (RevPAR) for
the night of November 24: $30,250 room income; 250 rooms available; 240 rooms sold;
348 guests; and rack rate $137.
A. $221 B. $112 C. $212 D. $121
Room Revenue 30250
RevPAR= = =121 $
Number of Available Room 250
11. Assist the night auditor in calculating yield percentage for the night of November 24:
$30,250 room income; 250 rooms available; 240 rooms sold; 348 guests; and rack rate
$137.
A. 80.23% B. 88.32% C. 98% D. 75.50%
Room revenue 30250
Number actual rate= = ≈ 126.04
Room sold 240
Number of Room sold × Number actual rate 240× 126.04
Yield= × 100 = ×100 = 88.32%
Number of rooms available for sale × Rack rate 250 ×137
12. A night auditor can take on which of the following role?
A. security guard B. housekeeper
C. banquet waiter D. busboy
14. Which of the following refers to the money your customers owe you for goods or
services they purchased from you in the past?
A. Accounts Receivable B. Accounts Payable
C. City Ledger D. Guest Ledger
15. How often should the night auditor assemble and balance all financial transactions in
the guest accounts and hotel departments?
A. Monthly B. Yearly
C. Quarterly D. Daily
16. Who will read the night audit to evaluate how well the hotel has met its profit goals in
the accounting period?
A. General manager B. Housekeeper
C. Front Desk Clerk D. Accountant
17. Which of the following is NOT a reason why the night audit includes the hotel's daily
financial data?
A. To keep track of all transactions B. To avoid data inaccuracies
C. To evaluate the hotel’s profit and loss D. To impress the management board
18. Assist the night auditor in calculating the Occupancy percentage for the night of
October 16: $38,350 room income; 360 rooms available; 295 rooms sold; 409 guests; and
rack rate $147.
A. 81% B. 82% C. 83% D. 84%
Number of Rooms Sold 295
Occupancy= × 100 = ×1 00 = 81.94% ≈ 82%
Number of Rooms Available 360
19. Assist the night auditor in calculating the Average daily rate (ADR) for the night of
October 30: $15,000 room income; 155 rooms available; 100 rooms sold; 170 guests; and
rack rate $150.
A. $140 B. $145 C. $150 D. $155
Total Room Sales 15000
ADR= = =150 $
Number of Rooms Sold 100
21. Who is responsible for checking in and out guests who arrive or depart after 11:00
P.M?
A. The busboy B. The night auditor
C. The housekeeper D. The bellboy
22. Assist the night auditor in calculating the Occupancy percentage for the night of
October 4: $30,000 room sales; 330 rooms available; 257 rooms occupied ; 467 guests;
and rack rate $155
A. 68.2% B. 70% C. 77.8% D. 82.3%
Number of Rooms Sold 257
Occupancy= × 100 = × 100 = 77.8%
Number of Rooms Available 330
(Room occupied = Room Sold)
23. Blue hotel has a total of 140 rooms. Assist the night auditor in calculating the
Occupancy percentage for the night of October 4, with 112 rooms occupied and $10,000
room revenue.
A. 60% B. 70% C. 80% D. 90%
 Number of Rooms Sold 112
Occupancy= × 100 = × 100 = 80%
Number of Rooms Available 140
24. Your hotel has 100 all-suite rooms, with a rack rate of $350 each. If on the night of
Oct 18th, 75 rooms were sold at an average rate of $220, what was the yield percentage of
your hotel?
A. 47.1% B. 45.7% C. 52.8% D. 49.6%
Number of Room sold × Number actual rate 75× 220
Yield= × 100 = × 100 = 47,1%
Number of rooms available for sale × Rack rate 100× 350
25. Your hotel has a total of 150 rooms, with a rack rate of $270 each. If on the night of
Oct 18th, 115 rooms were sold at an average rate of $180, what was the yield percentage
of your hotel?
A. 56.8% B. 51.1% C. 47.6% D. 49.3%
Number of Room sold × Number actual rate 115 ×180
Yield= × 100 = × 100 = 51.1%
Number of rooms available for sale × Rack rate 150× 270
26. Which of the following term refers to the document prepared by the night auditor that
compares planned financial outcomes with the actual financial outcome?
A. Cashier’s Report B. Manager’s Report
C. Variance Report D. Trial balance
27. A night auditor may take on the role of a…...........
A. Front desk clerk B. Restaurant waiter
C. Housekeeper D. Bellboy
28. A night auditor may take on the role of a…...........
A. Bellboy B. Guard
C. General Manager D. Housekeeper
29. Which of the following department typically deals with registered guests and records
their transactions to the guest ledger?
A. Front office B. Housekeeping
C. Maintenance D. Accounting
30. Which of the following is NOT part of the night auditor's duty?
A. Process reservations B. Monitor fire safety systems
C. Act as cashier for banquet functions D. Maintain equipment regularly
31. For each day of the year, a night audit assembles and balances the financial
transactions from which information sources?
A. guest accounts B. departmental activities
C. guest and departmental activities D. guest ledger
32. Assist the night auditor in calculating the Occupancy Percentage for the night of
October 20, with $24,000 room income; 290 rooms available; 225 rooms sold; 200
guests; and rack rate $125.
A. 75.59% B. $75.59 C. 77.59% D. $77.59
 Number of Rooms Sold 225
Occupancy= × 100 = ×1 00 =77.59%
Number of Rooms Available 290
33. Assist the night auditor in calculating the Revenue per Available Room for the night
of October 20: $24,000 room income; 290 rooms available; 225 rooms sold; 200 guests;
and rack rate $125.
A. $81.76 B. 80.67% C. $82.76 D. $82.7
Room Revenue 24000
RevPAR= = =82.76 $
Number of Available Room 290
35. A night auditor is required to fulfil the role of….
A. a basic accountant B. a front desk clerk
C. a manager on duty D. all of the above
38. Which of the following provides the manager with an objective overview to evaluate
the hotel’s daily financial activity?
A. The profit and loss statement B. The cash flow statement
C. The night audit D. The trial balance
39. Which of the following term also refers to "Total room income"? (Choose more than 1
answer)
A. Room revenue B. Room rate
C. Rooms sold D. Room sales
40. What are Accounts Payable?
A. The money a business owe to its vendors B. The money owed to the business
C. The money left in the business' account D. The money paid to guests
41. 400 rooms were sold on May 1st out of 500 rooms available. What is the occupancy
percentage for that day?
400
A. 60% B. 20% C. 80% D. 100% × 100 = 80%
500
42. Which the following is NOT included in the checking and handling of the room?
A. Check the hotel rooms' conditions
B. Cancel any no-show bookings
C. Check the confimed rooms
D. Clean occupied room without advance notice
43. Which the following is NOT included in the night audit?
A. The number of expected checkouts B. The number of available staff onsite
C. The hotel's operating statistics D. All deparment's financial activities
44. The night auditor works primarily for which of the following deparment?
A. Front Office B. Back Office
C. Accounting D. Auditing
45. In reality, as a night auditor often takes on the role of a security guard, which of the
following can be a prioritized attribute for night auditor candidates at recruitment?
A. Male gender B. Female gender
C. Place of Residence D. Marital Status
46. Which of the following indicators best presents a hotel's operational effectiveness?
A. Average daily rate B. Occupancy percentage
C. RevPAR D. Yield
47. Calculate the Average daily rate for Transylvania hotel with total of 70 rooms
available, room revenue of 100 million VND for 50 rooms sold and occupancy percentage
at 71.4 %.
A. 2 million VND B. 1.5 million VND
C. 1.4 million VND D. 3 million VND
Total Room Sales 100
ADR= = =2
Number of Rooms Sold 50
48. Which of the following is a common additional role for a hotel night auditor?
A. front desk clerk B. bartender
C. housekeeper D. bellhop

49. The night audit shift typically runs from ….

A. 11PM to 7AM B. 11AM to 7PM
C. 6PM to 12AM D. 1AM to 5AM
50. Which of the following can help the night auditor focus on where charges may have
been posted or reported incorrectly.
A. a trial balance B. a guest folio
C. a guest history D. a city ledger
54. The night auditor CANNOT take on which of the following role?
A. security guard B. maid
C. accountant D. front desk clerk

Chapter 11: Managing Hospitality

1. Which of the following most likely happens if a complaint is resolved quickly?
A. The guest will do business again with the hotel.
B. The guest will write a negative review about the hotel.
C. The guest will advise friends against the hotel.
D. The guest will leave the hotel for good.
2. In hospitality industry, it is important to meet the guest’ _______ by fulfilling their
needs and wants.
A. expectations B. satisfactions
C. experiences D. hopes
3. Hospitality is a/an _____ consideration for both the guest and the hotel entrepreneur.
A. important B. insignificant
C. valueless D. worthless
4. An example of a moment of truth is an interaction that occurs between _______ and
leaves a lasting positive or negative impression of the establishment on the customer.
A. Two customers B. A customer and the service provider
C. An employee and a manager D. A customer and a local
5. Which of the following is a definition of hospitality?
A. the commercial organization and operation of vacations to places of interest
B. the generous and cordial provision of services to a guest
C. the process of preparing and serving of food and beverages to the customers
D. the action of helping or doing work for someone
6. Every time the hotel guest encounters some aspect of the hotel, he or she will judge its..
A. view B. hospitality
C. operation D. activities
7. “The focus of entertaining is impressing others; the focus of hospitality is ______.”
A. accommodating others B. catering others
C. serving others D. transporting others
9. Which of the following attribute of a hotel staff contributes to hospitality standard of
hotel services?
A. indifference B. compassion
C. hostility D. recklessness
10. As a rule, a Front Desk Clerk (FDC) should never leave the front desk. What should a
FDC respond in this situation to show hospitality while maintaining professionality?
Guest: (On the phone) Hello, you have to come to my room right now. There has been a
short-circuit.
FDC: ................
A. I'm really sorry, but you'll have to bear with it for now.
B. I don't know, sir. This is not what I'm good at.
C. Calm down, sir. I'll send someone there right away.
D. I see what happened, so don't worry.
11. Which of the following act does NOT show a hotel's hospitality?
A. Appreciate guests B. Satisfy guest's needs
C. Use guest's name D. Push guests to use extra services
12. Which of the following statement is TRUE about guest satisfaction in the hotel
industry?
A. The hotel hears from 96% of its unhappy customers
B. Guests love to verbalize their compliments and complaints.
C. Happy customers are more likely to return.
D. There is no way to satisfy unhappy customers.
13. Which of the following is the most powerful and popular advertising strategy in
hospitality industry?
A. Word-of-mouth B. Celebrity branding
C. Websites D. Facebook ads
16. Hospitality involves not only a positive attitude but also an array of _____ that meet
guests’ needs and make the guest’s stay enjoyable.
A. staff B. facilities
C. options D. services
17. When greeting guests, hotel staff should always_____.
A. Smile B. Make eye contact
C. Have welcoming body language D. All are correct
19. Which of the following is a representation of "Hospitality" in the hotel industry?
A. Caring B. Welcoming
C. Empathizing D. Respectful
E. All are correct

21. Which of the following segments is NOT under the hospitality industry?
A. Travel and Tourism B. Food and Beverages
C. Lodging D. Recreation E. Retail
22. The moments of truth need to be an organized and concerted effort by ______.
A. Guests and hotel staff B. Owners, managements, and hotel staff
C. The managements D. Owners and managements
24. Which of the following is a benefit of maintaining hospitality in the hotel industry?
A. Distinguish different guest types B. Boosts customer retention
C. Enhance job satisfaction D. Increase the number of customer feedback.
25. In many hotels, incentive programs for employees are introduced for which of the
following purpose?
A. To encourage staff to maintain hospitality B. To increase staff salary
C. To make incompetent staff redundant D. To limit new recruiment
26. Which of the following represents the "episode(s) in which a customer comes into
contact with any aspect of the company, however remote, and thereby has an opportunity
to form an impression?"
A. The guest cycle B. The service strategy statement
C. The moment of truth D. The customer loyalty program
27. Who would benefit if hospitality is provided in hotel?
A. Guest B. Hotel
C. Staff D. All are correct.
28. To produce an effective service management program, what must be identified first?
A. Moments of truth B. Staff capabilities
C. Hotel's operating statistics D. Guest needs
29. Which of the following is considered an expression of hospitality? (Choose more than
1 answer)
A. Care B. Discrimination
C. Enthusiasm D. Courteousness
E. Hostility
30. Why is hospitality a subjective concept?
A. Because hotel staff can have their own way of delivering hospitality.
B. Because hotel managers change hospitality policies all the time.
C. Because each guest perceives a hospitable act differently.
D. All are correct.
31. Besides the necessary services provided to make guest's stay enjoyable, what is also
an important factor in deciding hospitality level?
A. Staff's presence B. Staff's look
C. Staff's attitude D. Staff quantity
32. Which of the following is NOT part of the accommodation sector?
A. Hotels and resorts B. Bed and Breakfast
C. Camp and Park Lodges D. Takeaway
33. Which of the following is the main reason why hotels always want to limit the number
of unhappy customers?
A. To satisfy unhappy customers B. To encourage them to write reviews
C. To limit negative word of mouth D. To resolve unwanted issues
34. Which of the following is TRUE about hospitality as a concept?
A. Each guest defines hospitality differently.
B. Every culture perceives hospitality in the same way.
C. Hospitality is a natural attribute for all people.
D. Hospitality can be an optional choice for hotel standards.
36. Which of the following refers to the formal recognition by management that hotel will
strive to deliver the products and services desired by the guest?
A. Service strategy statement B. Moments of truth
C. Service management program D. Total quality management
37. Which of the following is an example of Moment of Truth when guest stays at a
hotel?
A. Guest meets the bellboy at the entrance
B. Guest arrives at the local airport
C. Guest is picked up by the taxi driver
D. Guest goes shopping at a local market
PRACTICE 1
1. ______ has played the most important role in developing hotel's products and services offered
to guests.
A. technology B. the atrium concept
C. economic downturns D. select-service concept
2. Who has revolutionized the hotel industry with his first brand targeted to the new select-
service hotel segment?
A. E. M. Statler B. Conrad Hilton
C. Kemmons Wilson D. Cesar Ritz
3. Which of the following is the most important factor that affects the growth of the hospitality
industry?
A. Leisure time B. Discretionary income
C. Household size D. Business travel
4. Muong Thanh Grand Danang Hotel has 583 rooms available and on the night of Sept 5th 2021
sold 531 rooms. What is the hotel's occupancy rate?
A. 95% B. 100% C. 65% D. 91%
5. _______, which include hotels that purchase operational and marketing services from a
corporation, are further divided into franchisee, referral, company-owned properties, and
management contract companies.
A. Chain affiliations B. Independent hotels
C. Extended-stay services D. Select-service hotels
6. What is the total room revenue divided by the number of rooms sold called?
A. Revenue per available room (RevPAR)
B. Average daily rate (ADR)
C. Gross operating profit per available room (GOPPAR)
D. Gross operating profit (GOP)
7. What is yield percentage?
A. The number of rooms sold divided by the number of rooms available
B. Indicating the ability of each guest room to produce a profit
C. The effectiveness of a hotel at selling its rooms at the highest rate available
D. The amount of room sales received
8. Facilities, service and size of lodging facilities are criteria to classify...
A. Hotels and motels B. All- suites and hotels
C. Select-service Hotels & Extended-stay Hotels D. All of them
10. Which of the following is NOT a basic function of the Front Office?
A. Processing advance reservations B. Handing guests' mail and parcel
C. Overseeing all departments' salaries D. Rooming guest
11. Which of the following is NOT under the management of the Front Office Manager in a full-
service hotel?
A. Reservations Manager B. Maids
C. Bell staff D. Concierge

12. Who is responsible for ensuring a safe environment for guests' vehicles ?
A. Controller B. Human resources manager
C. Parking garage manager D. Bell Staff
14. The _____ and _______ director is responsible for the efficient operation of the kitchen,
dining rooms, banquet service, room service, and lounge.
A. food, beverage B. lounge, restaurant
C. food, drink D. lounge, dining
15. Which of the following is NOT the responsibility of the Front Office Manager?
A. Reviewing the final draft of the night audit
B. Operating and monitoring the reservation system
C. Taking incoming requests for rooms and noting special requests for service
D. Preparing budgets and cost-control systems
16. An effective ______________________ not only attracts external sales such as conventions,
small business conferences, wedding receptions, and dining room and lounge business but also
provides direction for promoting in-house sales to guests.
A. Marketing and sales department B. Front Office Department
C. Food and Beverage department D. Maintenance department
17. To guests, which of the following is the most visible department and has more contact with
guests than any other department in a hotel?
A. Front Office department B. Food and Beverage department
C. Maintenance department D. Housekeeping
18. _____ is the person responsible for the hotel's operation and maintenance programs.
A. Plant engineer B. Executive housekeeper
C. Controller D. Auditor
19. Minimal staffing can be found in which of the following types of lodging property?
A. select-service hotels B. all-suite hotels
C. full-service hotels D. extended-stay hotels
20. What should be the first step in the guest registration process?
A. Capturing Guest Data B. Guest Registration
C. Inquiry About Reservation D. Offering The Guest Hospitality
21. …… is a computer terminal linked to a credit card data bank that holds information about the
customer’s current balance and security status.
A. The credit card imprinter B. The credit card validator
C. The property management system D. The self check-in terminal
22. Guests without a reservation are often referred to as…
A. Walk-in guests B. Deluxe guests
C. Normal guests D. Reserved guests
23. Which of the following is NOT a sign of warm hospitality ?
A. Empathy B. Respect C. Indifference D. Concern
24. __________ a percentage of the total sale charged by the credit card agency to the
commercial enterprise for the convenience of accepting the credit card.
A. Discount factor B. Discount rate
C. Bank rate D. Interest rate
25. Who will the front desk clerks need to talk to if a guest wants a discount?
A. General Manager B. Front Office Manager
C. Controller D. Executive Housekeeper
26. When offering bill-to-account credit to the guest, the ........ takes on responsibility of bill
A. collection B. hotel C. client D. bank
E. credit card issuing agency
27. Guest: Do you have any vacancies?
Front Desk Clerk: .........
A. Yes, we're hiring at the moment. B. May I see your reservation?
C. How many nights do you plan to stay? D. What's your reservation under?
28. The form in which the details of the guest are recorded on arrival is known as..........
A. Guest account B. Registration card
C. Payment receipt Invoice
29. Which of the following data will probably NOT be found in a registration card?
A. Phone numbers B. Room rate
C. Method of payment D. Port of entry
30. The best resonable reason of hotels' preference to accepting credit cards over the other types
of payment is ….
A. Convenience B. Discount rate
C. Delayed payment D. Free service
31. Which of the following is a suitable reply in this case?
Guest at check-in: The flight was long. I’m so tired now.
Front desk clerk:……..
A. How long was your flight? B. What can I do for you now?
C. Don't worry. Your room is ready now. D. Where are you from?
32. Guest: Tomorrow will be my 5th wedding anniversary. I’d like to take my wife to a nice
restaurant and she loves French food. Any suggestion?
Concierge: ______________________.
A. Help yourself sir. There are plenty of French restaurants here.
B. I would highly recommend you to the seafood restaurant near Vinpearl Plaza.
C. There’s a place near Pearl Plaza that serves the best French food.
D. Turn right at the entrance then continue 100m. You can't miss it!
33. In a Westernized restaurant, which of the following is usually ordered first?
A. Appetizer B. Beverage C. Dessert D. Entrée
34. Assume that you have reserved a table for you and your friend at a restaurant. What would
you say to the waiter upon arrival?
A. We would like to book a table for two. B. A table for two, please!
C. We have a reservation for two. D. Is our table ready?
35. "Entrée" refers to which of the following type of dish?
A. The main course of a meal B. The first dish of a meal
C. The final dish D. The sweet dish
36. A complaint about Rosaleen Hotel says
"The room was dirty, also there were ants under the coffee table. Felt and smelled smoked in."
Which department should be responsible for these issues?
A. Engineering Department B. Restaurant Department
C. Housekeeping Department D. Front Office Department
37. Read the following complaint about Hue Garden Hotel:
"Front office staffs were a bit new I guess, they were not too welcoming. Check-in was not
pleasant, as it was a bit of a mess. If organized, it would be better."
A. What could be done better next time, then?
B. Staffs need friendly attitude and a speedy check-in.
C. Guest should be offered complimentary drinks.
D. Guests should be offered a bonus spa voucher.
E. Room price should be lowered.
38. Customer: Excuse me. I think there has been a mistake. This is not what I ordered.
Waiter: I'm so sorry madam. _______
A. Your food is not ordered. B. We expect your order to come today.
C. I’ll bring you your food immediately. D. Is there anything else that you would like?
39. During a guest stay, which of the following problem is often NOT reported on-site to the
hotel?
A. Spoiled food B. Out of order facilities
C. Dirty room D. High room price
40. A software application to manage the operations of hospitality accommodations and
commercial residential rental properties refers to…
A. property management system B. payment management schedule
C. performance management shifts D. point of maximum sales
PRACTICE 2
1. Guest: Tomorrow will be my 5th wedding anniversary. I’d like to take my wife to a nice
restaurant and she loves French food. Any suggestion?
Concierge: ______________________.
A. Help yourself sir. There are plenty of French restaurants here.
B. I would highly recommend you to the seafood restaurant near Vinpearl Plaza.
C. There’s a place near Pearl Plaza that serves the best French food.
D. Turn right at the entrance then continue 100m. You can't miss it!
2. Guest: Excuse me. My steak is too undercooked.
Waitress: ___________________
A. I feel you, madam. Sorry about that.
B. There is nothing worse than an undercooked dish.
C. No worries. I'll take this.
D. Well I can see it quite well-done.
3. In a Westernized restaurant, which of the following is usually ordered first?
A. Appetizer B. Beverage C. Dessert D. Entrée
4. Assume that you have reserved a table for you and your friend at a restaurant. What would you
say to the waiter upon arrival?
A. We would like to book a table for two. B. A table for two, please!
C. We have a reservation for two. D. Is our table ready?
5. A dish that often goes with the main course is called…..?
A. Entrée B. Appetizer C. Side D. Drink
6. When giving the bill to guests, why does the waiter often says "I'll take it whenever you're
ready."?
A. To leave guests some private time B. To take care of other tables
C. To save time D. To let guests place new orders
7. If you were unable to answer a customer's question or complaint, it's better to…....
A.Tell the customer you do not know B. Ignore customer's question and change the topic
C. Ask a colleague or manager to help D. Invent a response
8. "Entrée" refers to which of the following type of dish?
A. The main course of a meal B. The first dish of a meal
C. The final dish D. The sweet dish
9. A complaint about Rosaleen Hotel says
"The room was dirty, also there were ants under the coffee table. Felt and smelled smoked in."
Which department should be responsible for these issues?
A. Engineering Department B. Restaurant Department
C. Housekeeping Department D. Front Office Department
10. A complaint about Midtown Hotel says: "The air conditioner in the room was not cold
enough. We notified the front desk but no action was taken"
Which department should be first responsible for these issues?
A. Engineering Department B. Restaurant Department
C. Housekeeping Department D. Front Office Department
11. Read the following complaint about Hue Serene Palace Hotel:
"Damaged facilities. Very dangerous kettle that was falling apart almost giving me a burn. Was
replaced after reception was told. Malfunctioning air conditioner that sometimes suddenly
release hot instead of cool air."
What problem is being mentioned?
A. Bad room facilities B. Irresponsive reception
C. Hot air conditioner replaced D. Electric shock from kettle
12. Read the following complaint about Hue Garden Hotel:
"Front office staffs were a bit new I guess, they were not too welcoming. Check-in was not
pleasant, as it was a bit of a mess. If organized, it would be better."
What could be done better next time, then?
A. Staffs need friendly attitude and a speedy check-in.
B. Guest should be offered complimentary drinks.
C. Guests should be offered a bonus spa voucher.
D. Room price should be lowered.
13. Which of the following statement is a proper Front Desk Clerk's response to guests'
complaining about an out-of-order air-conditioner in their room?
A. We are not available to do that now.
B. I'll send someone up right away.
C. I'm so sorry but it's going to be at least an hour wait.
D. Let me see what we can do.
14. Customer: Excuse me. I think there has been a mistake. This is not what I ordered.
Waiter: I'm so sorry madam. _______
A. Your food is not ordered. B. We expect your order to come today.
C. I’ll bring you your food immediately. D. Is there anything else that you would like?
15. During a guest stay, which of the following problem is often NOT reported on-site to the
hotel?
A. Spoiled food B. Out of order facilities
C. Dirty room D. High room price
16. How should a waiter ask his customer to order in restaurants?
A. You need to order now. B. I'll stand here to wait for your order.
C. Are you ready to order? D. What do you want to eat?
17. At a restaurant...
A: My name is Kate. I'll be your server today
The word "server" could be best replaced by ?
A. Staff B. Waiter C. Employee D. Host
18. How should the manager respond in this situation?
Customer: Excuse me. I'm not at all happy with my meal. My chicken was dry and overcooked
Manager:…
A. I'm sorry, let me remove that charge from your bill.
B. Sorry, it’s our business.
C. Oh, I think that’s your feeling.
D. I'm sorry but chicken is usually that way.
19. Which of the following is NOT a reason why waiters in Western restaurants give the
customers some private time before making orders?
A. To do other jobs in the restaurants B. To avoid pushing them to order
C. To allow customer to choose more dish D. To give them time for discussion
20. What would be a proper customer's response in this situation? (Choose more than 1 answer)
Waiter: Would you like to see the dessert menu?
Customer: .............
A. No, thanks. Can we have the bill, please? B. Yes, please. Two more ice-cream cones.
C. Yes, please, I don’t see it. D. No, thanks. I’m full!
22. Restaurant Host: __________.
Guest: Yes, I made a reservation two days ago.
Restaurant Host: What name is the reservation under?
Guest: Jack, Good evening, sir.
A. Do you have any voucher? B. Do you have a reservation?
C. Have you booked a table? D. Can I have your name?
23. Guests booked rooms in advance but arrived at the hotel too early before check-in time. At
that time, the hotel did not have rooms ready for guests. What should we do FIRST in this
situation?
A. Offer them a welcome drink B. Suggest them buy a city tour to kill time
C. Suggest them find another hotel D. Let them wait in the lobby
24. You are the Front Desk Clerk and a guest room lost power due to a short wire or a broken
light bulb. How will you handle it?
A. Call the maintenance team to repair. B. Change room for guest immediately
C. Post charges for damaged facilities D. Go to the customer's room to see what happened
25. When the guest finished eating and complained about his steak being overcooked, which of
the following is probably the best way for restaurant manager to handle this situation?
A. Change another steak for guest B. Check if the guest was telling the truth
C. Acknowledge guest's comments D. Recommending another dish
26. Customer: I'd like a table for two please.
Restaurant Host: _________
A. What can I do for you ? B. Sure, go ahead and pick your favorite one.
C. Have you booked a table with us? D. Sorry, we only have tables for four.
27. You're the waiter in a Western restaurant and your customers want to pay the bill.
Which of the following manner is considered most appropriate?
A. Give the bill to the customers and wait at the table.
B. Read the bill aloud to the customers
C. Check the customers' bill for them
D. Put the bill in the folder and say “I’ll take it whenever you are ready”

28. A device for pulling corks from bottles, consisting of a spiral metal rod that is inserted into
the cork, and a handle that extracts it. What is it?
A. A wine cork B. A corkscrew
C. A bottle opener D. A tin opener
29. A three-course meal is typical of Western restaurants. What is included in this menu?
A. Appetizer, main course, dessert B. Main course, side dish, dessert
C. Starter, cheese, main course D. Starter, entrée, condiment