Hotel Front-Desk Essentials Course: Room assignments and guest requests

Quiz thématique sans limite de temps : 17 questions sur Room assignments and guest requests, avec une explication après chaque réponse. Les questions et les réponses sont mélangées à chaque fois.

Formation
Canada
100 questions
Vérifié le 13 octobre 2026
Vérifié (faits) le 13 octobre 2026

Commencez par les leçonsHotel Front-Desk Essentials Course: Lessons : environ 150 minutes de lecture. Chaque question du test est traitée dans les leçons.

Quiz thématique 3 : Room assignments and guest requests

Question 1 sur 17
A room's status is "vacant dirty". Can you give it to an arriving guest right now?
- No, wait until it is cleaned and inspected
- Yes, because most guests do not notice
- Yes, if you give the guest a discount
- Yes, if the guest says they are in a big hurry
Voir la réponse
Réponse: A. No, wait until it is cleaned and inspected
Only rooms that are clean and inspected are ready to sell. A dirty room gives a bad first impression and may not be safe.
Question 2 sur 17
What does it mean when a room is "out of order"?
- It is clean and ready for a guest
- A guest is in the room right now
- It can't be sold until it is repaired
- It is held for a VIP guest arriving later today
Voir la réponse
Réponse: C. It can't be sold until it is repaired
An out-of-order room has a problem, such as a leak or broken lock, and is taken out of inventory until it is fixed.

Question 3 sur 17

Look at the room status list. A guest booked a queen room and wants to check in now. Which room can you assign?

Room	Type	Status	Notes
201	Queen	Vacant clean, inspected	Ready
202	Queen	Vacant dirty	Housekeeping at 11:30
305	King	Occupied	Due out today
306	King	Out of order	Shower leak, repair tomorrow
410	Accessible king	Vacant clean, inspected	Roll-in shower

Voir la réponse

Réponse: A. 201

Room 201 is a queen room that is vacant, clean and inspected. Room 202 is a queen but still dirty.

Question 4 sur 17

Look at the room status list. A guest who uses a wheelchair booked an accessible king room. Which room should you assign?

Room	Type	Status	Notes
201	Queen	Vacant clean, inspected	Ready
202	Queen	Vacant dirty	Housekeeping at 11:30
305	King	Occupied	Due out today
306	King	Out of order	Shower leak, repair tomorrow
410	Accessible king	Vacant clean, inspected	Roll-in shower

Voir la réponse

Réponse: C. 410

Room 410 is the accessible king with a roll-in shower, and it is clean and inspected.

Question 5 sur 17

Look at the room status list. Why can't you sell room 306 tonight?

Room	Type	Status	Notes
201	Queen	Vacant clean, inspected	Ready
202	Queen	Vacant dirty	Housekeeping at 11:30
305	King	Occupied	Due out today
306	King	Out of order	Shower leak, repair tomorrow
410	Accessible king	Vacant clean, inspected	Roll-in shower

It is waiting for housekeeping to clean it
It is out of order with a shower leak
A guest is still staying in it
It is held for an accessible booking

Voir la réponse

Réponse: B. It is out of order with a shower leak

Room 306 is out of order with a shower leak. It stays off sale until maintenance fixes it.

Question 6 sur 17
A guest asks for a room on a high floor. The booking does not guarantee a floor. What should you do?
- Tell the guest to ask again at check-in, when the floors are assigned
- Promise a high floor so the guest is happy, then try to find one later
- Note the request and try to meet it, but don't promise it
- Ignore it because floors are not guaranteed
Voir la réponse
Réponse: C. Note the request and try to meet it, but don't promise it
Requests such as high floor or quiet room are noted and met when possible. Promising something you cannot control leads to a complaint.
Question 7 sur 17
A guest calls and asks for extra towels. What is the best way to handle it?
- Tell the guest towels are changed only once a day by housekeeping
- Tell the guest to come down to the desk to pick up the towels themselves
- Log it, tell housekeeping, give a time and follow up
- Say yes and wait for housekeeping to notice
Voir la réponse
Réponse: C. Log it, tell housekeeping, give a time and follow up
Logging and passing on the request, giving a realistic time and then checking it was done is how requests get completed.
Question 8 sur 17
Who is responsible for a guest request after you take it?
- You are, until it is done or clearly handed over
- Nobody, once the request is written down
- The general manager, for every request
- The guest, who must call the desk again if it is not done
Voir la réponse
Réponse: A. You are, until it is done or clearly handed over
The person who takes a request owns it. If your shift ends first, hand it over clearly in the log so it is not lost.
Question 9 sur 17
A guest asks for a wake-up call. What should you record?
- The guest's name, room and time, and read the time back
- Nothing, because the guest will set a phone alarm
- Only the time, because the room is not needed
- Only the room, because the guest will remember the time
Voir la réponse
Réponse: A. The guest's name, room and time, and read the time back
A wake-up call needs the right room at the right time. Reading the time back catches mistakes such as 6:15 and 6:50.
Question 10 sur 17
A guest checks in with a miniature horse and says it is a service animal. What does Ontario's accessible customer service guidance say about the type of animal?
- Only animals that are trained by the hotel
- Only dogs and cats
- There are no restrictions on the type of animal
- Only dogs of certain breeds that are trained by an approved school
Voir la réponse
Réponse: C. There are no restrictions on the type of animal
Ontario's guidance says there are no restrictions on what type of animal can be used as a service animal.
Question 11 sur 17
In which case does Ontario's accessible customer service guidance treat a guest's animal as a service animal?
- When it wears a vest or harness, or the person has documentation from a regulated health professional
- Only when the guest pays a pet fee
- Only when the guest booked a pet-friendly room and paid the nightly pet fee in advance at the time of booking
- Only when the animal is smaller than a set size
Voir la réponse
Réponse: A. When it wears a vest or harness, or the person has documentation from a regulated health professional
The guidance says an animal is a service animal if it is readily identifiable (for example by a vest or harness) or if the person provides documentation from a regulated health professional.
Question 12 sur 17
The elevator will be out of service for a day. Under Ontario's accessible customer service guidance, what should your notice to guests include?
- The reason, how long it will last and any alternatives
- Only the time the repair started
- Only an apology
- Only the name of the repair company and its phone number
Voir la réponse
Réponse: A. The reason, how long it will last and any alternatives
When an accessibility feature is out of service, the public notice should give the reason, how long it will last and what alternatives are available.
Question 13 sur 17
Listen. What two things does the guest ask for?
Écoutez, puis répondez. La transcription s’affiche après votre réponse.
Pas de son ? Lisez le texte
Hannah: Hi, I'm calling from my room on the eighth floor. The air conditioning isn't working, and it's really hot.
Kevin: I'm sorry about that. I'll send maintenance up right away. They should be there within fifteen minutes.
Hannah: Okay, thank you. Could I also get two extra pillows?
Kevin: Of course. Housekeeping will bring them up. I'll call you in twenty minutes to make sure everything is fixed.
- A new room on a lower floor and two extra towels
- A refund for the night and a room on a lower, cooler floor
- A fan and a late check-out
- The air conditioning fixed and two extra pillows
Voir la réponse
Réponse: D. The air conditioning fixed and two extra pillows
Hannah reports that the air conditioning isn't working and then asks for two extra pillows.
Transcription
Hannah: Hi, I'm calling from my room on the eighth floor. The air conditioning isn't working, and it's really hot.
Kevin: I'm sorry about that. I'll send maintenance up right away. They should be there within fifteen minutes.
Hannah: Okay, thank you. Could I also get two extra pillows?
Kevin: Of course. Housekeeping will bring them up. I'll call you in twenty minutes to make sure everything is fixed.
Question 14 sur 17
Listen. What does the agent promise to do in twenty minutes?
Écoutez, puis répondez. La transcription s’affiche après votre réponse.
Pas de son ? Lisez le texte
Hannah: Hi, I'm calling from my room on the eighth floor. The air conditioning isn't working, and it's really hot.
Kevin: I'm sorry about that. I'll send maintenance up right away. They should be there within fifteen minutes.
Hannah: Okay, thank you. Could I also get two extra pillows?
Kevin: Of course. Housekeeping will bring them up. I'll call you in twenty minutes to make sure everything is fixed.
- Call to make sure everything is fixed
- Bring the pillows up to the room himself
- Move the guest to another room
- Send a manager to apologize
Voir la réponse
Réponse: A. Call to make sure everything is fixed
Kevin says he will call in twenty minutes to make sure everything is fixed. Following up shows the request was completed.
Transcription
Hannah: Hi, I'm calling from my room on the eighth floor. The air conditioning isn't working, and it's really hot.
Kevin: I'm sorry about that. I'll send maintenance up right away. They should be there within fifteen minutes.
Hannah: Okay, thank you. Could I also get two extra pillows?
Kevin: Of course. Housekeeping will bring them up. I'll call you in twenty minutes to make sure everything is fixed.
Question 15 sur 17
A family of five booked two rooms and asked to be close together. What is the best approach?
- Assign connecting or side-by-side rooms if possible and note it
- Ask them to choose any two free rooms from the floor plan at the desk
- Put all five people in one room
- Assign any two rooms, because a request to be close is never guaranteed
Voir la réponse
Réponse: A. Assign connecting or side-by-side rooms if possible and note it
Families with children often need to be close together for safety. Check for connecting or adjoining rooms and note the request on the booking.
Question 16 sur 17
Listen. What time is the wake-up call?
Écoutez, puis répondez. La transcription s’affiche après votre réponse.
Pas de son ? Lisez le texte
Tom: Could I get a wake-up call tomorrow, please?
Nadia: Certainly. What time would you like?
Tom: Six fifteen. I have an early meeting.
Nadia: Six fifteen tomorrow morning. Is that right?
Tom: Yes, that's right.
Nadia: It's booked. If you don't answer, we'll call again five minutes later.
- 5:15 a.m.
- 6:50 a.m.
- 6:05 a.m.
- 6:15 a.m.
Voir la réponse
Réponse: D. 6:15 a.m.
Tom asks for six fifteen, and Nadia repeats "six fifteen tomorrow morning".
Transcription
Tom: Could I get a wake-up call tomorrow, please?
Nadia: Certainly. What time would you like?
Tom: Six fifteen. I have an early meeting.
Nadia: Six fifteen tomorrow morning. Is that right?
Tom: Yes, that's right.
Nadia: It's booked. If you don't answer, we'll call again five minutes later.
Question 17 sur 17
Listen. Why does the agent repeat the time back to the guest?
Écoutez, puis répondez. La transcription s’affiche après votre réponse.
Pas de son ? Lisez le texte
Tom: Could I get a wake-up call tomorrow, please?
Nadia: Certainly. What time would you like?
Tom: Six fifteen. I have an early meeting.
Nadia: Six fifteen tomorrow morning. Is that right?
Tom: Yes, that's right.
Nadia: It's booked. If you don't answer, we'll call again five minutes later.
- To give the guest time to change rooms
- To check that she wrote down the right time
- To show the guest the time is not available
- To remind the guest that the call is not free
Voir la réponse
Réponse: B. To check that she wrote down the right time
Reading the time back and asking "Is that right?" confirms the details before the call is booked.
Transcription
Tom: Could I get a wake-up call tomorrow, please?
Nadia: Certainly. What time would you like?
Tom: Six fifteen. I have an early meeting.
Nadia: Six fifteen tomorrow morning. Is that right?
Tom: Yes, that's right.
Nadia: It's booked. If you don't answer, we'll call again five minutes later.

Quiz thématique 3 : Room assignments and guest requests

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