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

Questionário temático sem limite de tempo: 17 perguntas sobre Room assignments and guest requests, com uma explicação depois de cada resposta. As perguntas e respostas são baralhadas de cada vez.

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

Questionário temático 3: Room assignments and guest requests

Pergunta 1 de 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
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Resposta: 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.
Pergunta 2 de 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
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Resposta: 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.

Pergunta 3 de 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

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Resposta: A. 201

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

Pergunta 4 de 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

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Resposta: C. 410

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

Pergunta 5 de 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

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Resposta: 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.

Pergunta 6 de 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
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Resposta: 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.
Pergunta 7 de 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
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Resposta: 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.
Pergunta 8 de 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
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Resposta: 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.
Pergunta 9 de 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
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Resposta: 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.
Pergunta 10 de 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
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Resposta: 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.
Pergunta 11 de 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
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Resposta: 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.
Pergunta 12 de 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
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Resposta: 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.
Pergunta 13 de 17
Listen. What two things does the guest ask for?
Ouça e depois responda. A transcrição aparece depois de responder.
Sem som? Leia o texto
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
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Resposta: 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.
Transcrição
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.
Pergunta 14 de 17
Listen. What does the agent promise to do in twenty minutes?
Ouça e depois responda. A transcrição aparece depois de responder.
Sem som? Leia o texto
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
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Resposta: 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.
Transcrição
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.
Pergunta 15 de 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
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Resposta: 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.
Pergunta 16 de 17
Listen. What time is the wake-up call?
Ouça e depois responda. A transcrição aparece depois de responder.
Sem som? Leia o texto
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.
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Resposta: D. 6:15 a.m.
Tom asks for six fifteen, and Nadia repeats "six fifteen tomorrow morning".
Transcrição
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.
Pergunta 17 de 17
Listen. Why does the agent repeat the time back to the guest?
Ouça e depois responda. A transcrição aparece depois de responder.
Sem som? Leia o texto
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
Mostrar resposta
Resposta: 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.
Transcrição
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.

Questionário temático 3: Room assignments and guest requests

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