Hotel Front-Desk Essentials Course 2026

This course is for new and aspiring hotel front-desk agents in Canada. Six short lessons cover check-in and check-out, reservations and rates, room assignments and requests, complaints and payment errors, guest privacy and card security, and safety, escalation and shift handover, with listening practice using guest dialogues and booking sheets. Each lesson has an untimed topic quiz, and a timed 35-question final assessment gives you a Certificate of Completion when you score 80% or more.

Cursus
Canada
100 vragen
Gecontroleerd op 13 oktober 2026
Feiten gecontroleerd op 13 oktober 2026

Kort antwoord

Deze gratis cursus heeft ongeveer 150 minuten lessen, 6 themaquizzen zonder tijdslimiet (100 vragen in totaal) en een getimede eindtoets van 35 willekeurig gekozen vragen. Haal 80% of meer op de eindtoets om een bewijs van deelname te downloaden (privé, niet geaccrediteerd). Gecontroleerd aan de hand van officiële bronnen op 13 oktober 2026.

Begin met de lessenHotel Front-Desk Essentials Course: Lessons: ongeveer 150 minuten leestijd. Elke testvraag wordt in de lessen behandeld.

Wat je leert

Check guests in and out with a clear routine, including ID, dates, holds and the folio
Take, change and cancel reservations, and quote totals that include mandatory fees
Assign only ready rooms and handle guest requests, wake-up calls and accessibility needs
Handle complaints and payment errors with service recovery steps
Protect guest privacy, room numbers, keys and card data
Respond to emergencies, escalate to a manager and write a clear shift handover log

Haal 80% of meer om je certificaat te downloaden.

Je studieplan

Lees elke les, maak de themaquiz (zonder tijdslimiet, met uitleg) en daarna de getimede eindtoets. Elke keer wordt een nieuwe mix van vragen gekozen. Je voortgang wordt in deze browser opgeslagen.

Themaquiz 1: Check-in and check-out

Vraag 1 van 16
A guest walks up to the counter while you are helping a caller on the phone. What is the best way to handle it?
- Make eye contact and signal that you'll be right with them
- Keep looking at your screen until the phone call is completely over
- Hang up on the caller right away
- Ask the guest to come back in ten minutes when the desk is quieter
Toon antwoord
Antwoord: A. Make eye contact and signal that you'll be right with them
Every guest should be acknowledged within seconds. A smile, eye contact or a small wave shows them you have seen them, even while you finish the call.
Vraag 2 van 16
Why do you ask to see photo ID at check-in?
- To copy the home address for the hotel's advertising
- To confirm the person matches the reservation name
- To find out the guest's age so it can be used in a survey
- To decide which floor the guest should get
Toon antwoord
Antwoord: B. To confirm the person matches the reservation name
Checking photo ID confirms that the person checking in is the person named on the reservation. This protects the guest and the hotel.
Vraag 3 van 16
What is a guest folio?
- The small envelope that holds the guest's key cards and Wi-Fi code
- The daily cleaning schedule for housekeeping
- The list of rooms that are out of order
- The guest's account of all charges and payments
Toon antwoord
Antwoord: D. The guest's account of all charges and payments
The folio is the guest's account. It lists every charge (room, taxes, restaurant, parking) and every payment.
Vraag 4 van 16
How should you let a guest know their room number at check-in?
- Say it clearly so the guest hears it the first time
- Write it on the outside of the guest's luggage tag
- Call it out as you point the guest toward the elevators
- Write it on the key folder and point to it silently
Toon antwoord
Antwoord: D. Write it on the key folder and point to it silently
Other people in the lobby could hear a room number said aloud. Writing it on the key folder keeps it private.
Vraag 5 van 16
Which details should you confirm with the guest at check-in?
- The guest's employer, job title and reason for the trip
- Only the room number
- Departure date, guests, room type and rate
- Only the guest's last name
Toon antwoord
Antwoord: C. Departure date, guests, room type and rate
Confirming dates, guests, room type and rate at the desk catches mistakes before the guest goes to the room, not at check-out.
Vraag 6 van 16
A guest asks why $250 was put on hold on their credit card when the room costs $150. What is the best explanation?
- A security fee that the hotel keeps at the end of the stay, even if nothing is used
- The price of the room for the whole week
- A tip for the front-desk staff that is added to every stay automatically
- A temporary hold for the room and extras; only actual charges are billed
Toon antwoord
Antwoord: D. A temporary hold for the room and extras; only actual charges are billed
A pre-authorization hold sets aside an amount to cover the room and incidentals such as parking or room service. The guest is billed only for what they actually use.
Vraag 7 van 16
A guest arrives at 11 a.m. Check-in time is 3 p.m. and no rooms of their type are ready. What is the best response?
- Tell them to come back at 3 p.m. and offer nothing else until then
- Charge an extra night so they can go up right away
- Give them a room that housekeeping has not cleaned yet, with an apology
- Offer to store their luggage and call them when the room is ready
Toon antwoord
Antwoord: D. Offer to store their luggage and call them when the room is ready
Never send a guest to a room that is not clean and inspected. Storing bags and calling when the room is ready solves the problem politely.
Vraag 8 van 16
Listen. What problem does the agent find at check-in?
Luister en antwoord daarna. Het transcript verschijnt na je antwoord.
Geen geluid? Lees de tekst
Sofia: Welcome to the Maple Ridge Hotel. May I have the name on the reservation?
Lucia: Yes, it's Ortiz. Lucia Ortiz.
Sofia: Thank you, Ms. Ortiz. I have you in a king room, arriving today and leaving on Thursday. That's two nights.
Lucia: Thursday? No, I'm leaving on Friday morning. I need three nights.
Sofia: Thanks for telling me. Let me check if we can extend your booking to Friday.
- The guest's credit card was declined
- The reservation is under a different name
- The hotel gave away the king room
- The booking shows two nights, but the guest needs three
Toon antwoord
Antwoord: D. The booking shows two nights, but the guest needs three
The reservation ends on Thursday (two nights), but Ms. Ortiz is leaving on Friday morning, so she needs three nights.
Transcript
Sofia: Welcome to the Maple Ridge Hotel. May I have the name on the reservation?
Lucia: Yes, it's Ortiz. Lucia Ortiz.
Sofia: Thank you, Ms. Ortiz. I have you in a king room, arriving today and leaving on Thursday. That's two nights.
Lucia: Thursday? No, I'm leaving on Friday morning. I need three nights.
Sofia: Thanks for telling me. Let me check if we can extend your booking to Friday.
Vraag 9 van 16
Listen. What does the agent do after the guest corrects the dates?
Luister en antwoord daarna. Het transcript verschijnt na je antwoord.
Geen geluid? Lees de tekst
Sofia: Welcome to the Maple Ridge Hotel. May I have the name on the reservation?
Lucia: Yes, it's Ortiz. Lucia Ortiz.
Sofia: Thank you, Ms. Ortiz. I have you in a king room, arriving today and leaving on Thursday. That's two nights.
Lucia: Thursday? No, I'm leaving on Friday morning. I need three nights.
Sofia: Thanks for telling me. Let me check if we can extend your booking to Friday.
- Checks if the booking can be extended
- Charges the guest a change fee
- Moves the guest to a different hotel
- Tells the guest to make a new booking online
Toon antwoord
Antwoord: A. Checks if the booking can be extended
Sofia thanks the guest and checks whether the booking can be extended. She confirms availability before promising anything.
Transcript
Sofia: Welcome to the Maple Ridge Hotel. May I have the name on the reservation?
Lucia: Yes, it's Ortiz. Lucia Ortiz.
Sofia: Thank you, Ms. Ortiz. I have you in a king room, arriving today and leaving on Thursday. That's two nights.
Lucia: Thursday? No, I'm leaving on Friday morning. I need three nights.
Sofia: Thanks for telling me. Let me check if we can extend your booking to Friday.
Vraag 10 van 16
What should you do before taking the final payment at check-out?
- Review the folio with the guest and ask if it is correct
- Ask the guest to sign a blank receipt
- Skip the folio review if there is a long line of guests waiting
- Charge the card first and email the folio to the guest later
Toon antwoord
Antwoord: A. Review the folio with the guest and ask if it is correct
Reviewing the folio first lets the guest question a charge before it is paid. Fixing it at the desk is much easier than a refund later.
Vraag 11 van 16
What is express check-out?
- The guest leaves without stopping at the desk; the folio is emailed
- The guest checks out a day early and gets the last night free of charge
- The guest pays in cash to avoid a hold
- The front desk checks out every guest at 6 a.m. to speed up the morning
Toon antwoord
Antwoord: A. The guest leaves without stopping at the desk; the folio is emailed
With express check-out, the guest does not have to line up. The final folio is sent by email and charged to the card on file.
Vraag 12 van 16
A guest asks to stay in the room until 2 p.m. Check-out is 11 a.m. What should you do?
- Check availability and policy, and explain any fee before agreeing
- Always say yes, because the guest is always right and rooms are usually free
- Tell the guest to stay as long as they want
- Always say no, because check-out times are fixed and cannot ever change
Toon antwoord
Antwoord: A. Check availability and policy, and explain any fee before agreeing
A late check-out depends on whether the room is needed for an arriving guest and on hotel policy. Tell the guest about any fee before they decide.
Vraag 13 van 16
Listen. What does the guest ask for at check-out?
Luister en antwoord daarna. Het transcript verschijnt na je antwoord.
Geen geluid? Lees de tekst
Daniel: Good morning. I'd like to check out, please. My name is Daniel Okafor.
Amir: Good morning, Mr. Okafor. How was your stay?
Daniel: Very good, thanks. My flight isn't until six tonight. Can I leave my two suitcases here until about three?
Amir: Of course. I'll put them in our luggage room and give you a claim ticket for the bags.
- To keep the room until six in the evening for free
- A taxi to the airport at three
- To leave two suitcases until about three
- A printed copy of the folio
Toon antwoord
Antwoord: C. To leave two suitcases until about three
Mr. Okafor's flight is at six, so he asks to leave his two suitcases until about three.
Transcript
Daniel: Good morning. I'd like to check out, please. My name is Daniel Okafor.
Amir: Good morning, Mr. Okafor. How was your stay?
Daniel: Very good, thanks. My flight isn't until six tonight. Can I leave my two suitcases here until about three?
Amir: Of course. I'll put them in our luggage room and give you a claim ticket for the bags.
Vraag 14 van 16
Listen. What will the agent give the guest?
Luister en antwoord daarna. Het transcript verschijnt na je antwoord.
Geen geluid? Lees de tekst
Daniel: Good morning. I'd like to check out, please. My name is Daniel Okafor.
Amir: Good morning, Mr. Okafor. How was your stay?
Daniel: Very good, thanks. My flight isn't until six tonight. Can I leave my two suitcases here until about three?
Amir: Of course. I'll put them in our luggage room and give you a claim ticket for the bags.
- A claim ticket for the bags
- A new key card for the room
- A late check-out until six
- A free airport shuttle ticket
Toon antwoord
Antwoord: A. A claim ticket for the bags
Amir will store the bags in the luggage room and give Mr. Okafor a claim ticket, so the right bags go to the right person.
Transcript
Daniel: Good morning. I'd like to check out, please. My name is Daniel Okafor.
Amir: Good morning, Mr. Okafor. How was your stay?
Daniel: Very good, thanks. My flight isn't until six tonight. Can I leave my two suitcases here until about three?
Amir: Of course. I'll put them in our luggage room and give you a claim ticket for the bags.

Vraag 15 van 16

Look at the arrivals list. How many nights is Amy Chen staying?

Guest	Arrival	Departure	Room type	Nightly rate	Guarantee
Chen, Amy	Oct 14	Oct 17	Queen	$149	Credit card
Haddad, Sami	Oct 14	Oct 13	King	$169	Credit card
Novak, Petra	Oct 14	Oct 15	Two queens	$159	None (held until 6 p.m.)
Singh, Ravi	Oct 14	Oct 16	Accessible king	$169	Deposit paid

Toon antwoord

Antwoord: B. 3

Count nights, not days: October 14 to 17 is 17 − 14 = 3 nights.

Vraag 16 van 16

Look at the arrivals list. Which reservation must be fixed before the guest arrives?

Guest	Arrival	Departure	Room type	Nightly rate	Guarantee
Chen, Amy	Oct 14	Oct 17	Queen	$149	Credit card
Haddad, Sami	Oct 14	Oct 13	King	$169	Credit card
Novak, Petra	Oct 14	Oct 15	Two queens	$159	None (held until 6 p.m.)
Singh, Ravi	Oct 14	Oct 16	Accessible king	$169	Deposit paid

Petra Novak's, because she booked two queen beds but is staying alone
Sami Haddad's, because his departure is before his arrival
Ravi Singh's, because a deposit was paid
Amy Chen's, because the queen room type is not available on these dates

Toon antwoord

Antwoord: B. Sami Haddad's, because his departure is before his arrival

A departure date of October 13 is before the October 14 arrival, so the dates are wrong. Contact the guest or check the booking source to fix them.

Wat je moet weten voor het examen

The Competition Bureau says advertising a price that cannot be paid because of fixed extra fees (drip pricing) is false or misleading; only amounts imposed by government, such as sales tax, may be left out.
Alberta's tourism levy is 6% of the purchase price for short-term accommodation booked after March 31, 2026 (4% before), and the purchase price includes certain fees, such as pet and booking fees.
The Office of the Privacy Commissioner of Canada lists Alberta, British Columbia and Quebec as having private-sector privacy laws substantially similar to PIPEDA.
The PCI Security Standards Council's small merchant guide says: if you don't need card data, don't store it, and delete any email that contains card details right after processing.
Under the B.C. Fire Code, fire safety rules showing the exits and the routes to them must be posted in each hotel and motel bedroom.
Ontario's accessible customer service guidance says there are no restrictions on what type of animal can be used as a service animal.
The Canadian Human Trafficking Hotline, 1-833-900-1010, is confidential and open 24 hours a day, 365 days a year.

Veelgestelde vragen

What certificate do I get?

If you score 80% or more on the final assessment, you get a PassEveryTest Certificate of Completion. It shows you finished this course. It is not an accredited qualification, a hotel company's certification or a government licence.

Do I need experience to take this course?

No. It is written for beginners and for people moving into hotel work from retail, food service or other customer service jobs.

How does the listening practice work?

Some questions have a short dialogue between a guest and a front-desk agent. Your device reads it aloud in a Canadian English voice, and you can see the transcript after you answer.

Are the rules the same in every province?

No. Taxes, privacy laws, fire codes and accessibility rules differ by province. The course uses examples such as Alberta, British Columbia and Ontario. Always follow your hotel's policies and the law where you work.

How is the final assessment set up?

It has 35 questions drawn at random from the whole question bank, with a 35-minute time limit. You get a new mix every time you try.

Is het certificaat geaccrediteerd of officieel erkend?

Nee. Het is een privé bewijs van deelname, alleen voor je kennis. Het is niet erkend, geaccrediteerd of goedgekeurd door een overheid, vergunningsinstantie, toezichthouder of onderwijsinstelling, en het vervangt geen wettelijk verplichte vergunning, certificering of opleiding.