Receptionist: "Good morning, welcome to our hotel. How may I assist you today?

"

Guest: "Hi, I have a reservation under the name Smith. I'd like to ___________"

a) "Check-in for my flight"

b) "Book a taxi to the airport"

c) "Extend my stay for two more nights"

d) "Visit the gym facilities"

Food and Beverage:

2. Waiter: "Good evening, may I take your order?"

Guest: "Yes, I'd like to ___________"

a) "Book a table for two for dinner"

b) "Inquire about the hotel's room service menu"

c) "Ask for recommendations from the sommelier"

d) "Check the availability of the banquet hall for an event"

Administration:

3. Manager: "Hello, how can I assist you today?"

Employee: "I need to ___________"

a) "Submit my vacation request form"

b) "Check the inventory for the upcoming event"

c) "Schedule a meeting with the marketing team"

d) "Book a room for the conference next week"

Guest Services:

4. Concierge: "Good afternoon, how can I help you?"

Guest: "I'm looking to ___________"

a) "Make a spa reservation for tomorrow afternoon"

b) "Request a wake-up call for 6 AM"

c) "Ask for directions to the nearest subway station"

d) "Book tickets for tonight's theater performance"

Kitchen:

5. Chef: "What can I do for you?"

Sous Chef: "We need to ___________"

a) "Order more ingredients for the weekend brunch"

b) "Coordinate with the event planner for the wedding reception"

c) "Schedule a staff meeting to discuss menu changes"

d) "Check the temperature of the walk-in refrigerator"

Front Office:

Receptionist: "Good morning, how may I assist you?"

Guest: "Hi, I'd like to ___________"

a) "Check the availability of the conference room"

b) "Inquire about the hotel's laundry services"

c) "Ask for recommendations for nearby attractions"

d) "Book a reservation for tonight's dinner at the hotel restaurant"

Food and Beverage:

2. Server: "Good evening, what can I get for you?"

Guest: "I'd like to ___________"

a) "Reserve a table for a private dining event"

b) "Request a special dietary menu for my allergies"

c) "Know if the restaurant offers room service"

d) "Check if the bar has live music entertainment tonight"

Administration:

3. Manager: "Hello, how can I help you today?"

Employee: "I need to ___________"

a) "Schedule an inspection for the kitchen equipment"

b) "Submit the monthly financial report to the accounting department"

c) "Coordinate with the maintenance team for repairs in the guest rooms"

d) "Organize a team-building activity for the staff"

Guest Services:

4. Concierge: "Good afternoon, how may I assist you?"

Guest: "I'm interested in ___________"

a) "Booking a spa appointment for tomorrow afternoon"

b) "Finding a reliable taxi service for airport transportation"

c) "Requesting a shuttle service to the shopping mall"

d) "Asking about the hotel's pet policy"

Kitchen:

5. Chef: "What can I do for you?"

Sous Chef: "We need to ___________"

a) "Prepare the ingredients for tonight's banquet dinner"

b) "Coordinate with the event planner for the wedding reception menu"

c) "Train the new line cooks on the recipe for the signature dish"
d) "Order additional kitchen utensils for the upcoming cooking class"

Post-Test:

Front Office:

6. Receptionist: "Good evening, welcome back to our hotel. How may I assist you?"

Guest: "Hi, I'd like to ___________"

a) "Request a late check-out for tomorrow"

b) "Inquire about the hotel's pet policy"

c) "Ask for directions to the nearest ATM"

d) "Book a sightseeing tour for this weekend"

Food and Beverage:

7. Waiter: "Good afternoon, what can I get for you today?"

Guest: "I'd like to ___________"

a) "Order the chef's special of the day"

b) "Ask about the hotel's happy hour specials"

c) "Request a table with a view of the city skyline"

d) "Check if there are any vegetarian options on the menu"

Administration:

8. Manager: "Hello, how can I assist you?"

Employee: "I need to ___________"

a) "Submit my expense report for approval"

b) "Coordinate with the IT department for computer upgrades"

c) "Schedule a training session for new staff members"

d) "Arrange transportation for a VIP guest arriving tomorrow"

Guest Services:

9. Concierge: "Good morning, how can I help you today?"

Guest: "I'm interested in ___________"

a) "Booking tickets for a local sightseeing tour"

b) "Finding a reputable florist for a special occasion"

c) "Checking out the hotel's library for some reading material"

d) "Asking for recommendations for nearby restaurants"

Kitchen:

10. Chef: "What's on your mind?"

Sous Chef: "We should ___________"

a) "Experiment with new ingredients for the seasonal menu"

b) "Discuss strategies for reducing food waste in the kitchen"

c) "Coordinate with the suppliers for the delivery schedule"

d) "Plan a team-building cooking competition for the staff"

Post Test

Front Office:

1. . Receptionist: "Good evening, welcome back to our hotel. How may I assist you?"

Guest: "Hi, I'd like to ___________"

a) "Upgrade my room to a suite for the weekend"

b) "Inquire about the hotel's business center facilities"

c) "Ask for recommendations for local nightlife hotspots"

d) "Book a sightseeing tour for tomorrow morning"

Food and Beverage:

7. Server: "Good afternoon, what can I get for you today?"

Guest: "I'd like to ___________"

a) "Know if the restaurant offers outdoor seating options"

b) "Request a private chef for an intimate dinner party"

c) "Check if the restaurant has a children's menu"

d) "Ask about the hotel's wine-tasting events"

Administration:

8. Manager: "Hello, how can I help you today?"

Employee: "I need to ___________"

a) "Coordinate with the HR department for staff training sessions"

b) "Submit the maintenance request form for the broken elevator"

c) "Arrange transportation for the VIP guest arriving tomorrow"

d) "Plan the hotel's annual charity fundraising event"

Guest Services:

9. Concierge: "Good morning, how can I help you today?"

Guest: "I'm interested in ___________"

a) "Booking tickets for a local theater performance"

b) "Finding a reputable florist for a special occasion"

c) "Requesting a babysitting service for tonight"

d) "Asking for recommendations for nearby hiking trails"

Kitchen:

10. Chef: "What's on your mind?"

Sous Chef: "We should ___________"

a) "Experiment with new ingredients for the seasonal menu"

b) "Discuss strategies for reducing food waste in the kitchen"

c) "Coordinate with the suppliers for the delivery schedule"

d) "Plan a team-building cooking competition for the staff"