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.

Curso
Canadá
100 perguntas
Verificado em 13 de outubro de 2026
Verificado em 13 de outubro de 2026

Resposta rápida

Este curso gratuito tem cerca de 150 minutos de lições, 6 questionários temáticos sem limite de tempo (100 perguntas no total) e uma avaliação final cronometrada de 35 perguntas escolhidas ao acaso. Obtenha 80 % ou mais na avaliação final para descarregar um certificado de conclusão (privado, não acreditado). Verificado com fontes oficiais em 13 de outubro de 2026.

Comece pelas liçõesHotel Front-Desk Essentials Course: Lessons: cerca de 150 minutos de leitura. Todas as perguntas do teste são abordadas nas lições.

O que vai aprender

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

Obtenha 80% ou mais para descarregar o seu certificado.

O seu plano de estudo

Leia cada lição, faça o questionário temático (sem limite de tempo, com explicações) e depois a avaliação final cronometrada. De cada vez é escolhida uma nova mistura de perguntas. O seu progresso fica guardado neste navegador.

Questionário temático 1: Check-in and check-out

Pergunta 1 de 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
Mostrar resposta
Resposta: 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.
Pergunta 2 de 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
Mostrar resposta
Resposta: 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.
Pergunta 3 de 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
Mostrar resposta
Resposta: 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.
Pergunta 4 de 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
Mostrar resposta
Resposta: 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.
Pergunta 5 de 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
Mostrar resposta
Resposta: 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.
Pergunta 6 de 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
Mostrar resposta
Resposta: 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.
Pergunta 7 de 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
Mostrar resposta
Resposta: 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.
Pergunta 8 de 16
Listen. What problem does the agent find at check-in?
Ouça e depois responda. A transcrição aparece depois de responder.
Sem som? Leia o texto
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
Mostrar resposta
Resposta: 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.
Transcrição
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.
Pergunta 9 de 16
Listen. What does the agent do after the guest corrects the dates?
Ouça e depois responda. A transcrição aparece depois de responder.
Sem som? Leia o texto
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
Mostrar resposta
Resposta: 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.
Transcrição
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.
Pergunta 10 de 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
Mostrar resposta
Resposta: 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.
Pergunta 11 de 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
Mostrar resposta
Resposta: 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.
Pergunta 12 de 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
Mostrar resposta
Resposta: 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.
Pergunta 13 de 16
Listen. What does the guest ask for at check-out?
Ouça e depois responda. A transcrição aparece depois de responder.
Sem som? Leia o texto
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
Mostrar resposta
Resposta: 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.
Transcrição
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.
Pergunta 14 de 16
Listen. What will the agent give the guest?
Ouça e depois responda. A transcrição aparece depois de responder.
Sem som? Leia o texto
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
Mostrar resposta
Resposta: 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.
Transcrição
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.

Pergunta 15 de 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

Mostrar resposta

Resposta: B. 3

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

Pergunta 16 de 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

Mostrar resposta

Resposta: 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.

O que saber antes do exame

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.

Perguntas frequentes

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.

O certificado é acreditado ou reconhecido oficialmente?

Não. É um certificado de conclusão privado, apenas para o seu conhecimento. Não é reconhecido, acreditado nem aprovado por nenhum governo, entidade licenciadora, regulador ou instituição de ensino e não substitui qualquer licença, certificação ou formação exigida por lei.