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.

课程
加拿大
100道题
核对于2026年10月13日
事实核查：2026年10月13日

快速解答

这门免费课程包括约150分钟的课程、6个不限时的专题测验（共100道题），以及一次随机抽取35道题的限时期末评估。期末评估得分达到80%或以上即可下载结业证书（私人颁发，未经认证）。已于2026年10月13日根据官方资料核对。

从课文开始Hotel Front-Desk Essentials Course: Lessons：阅读时间约150分钟。测试中的每道题在课文中都有讲解。

你将学到什么

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

得分达到80%或以上即可下载证书。

你的学习计划

阅读每一课，完成对应的专题测验（不限时，有解释），然后参加限时的期末评估。每次都会抽取新的题目组合。你的进度保存在此浏览器中。

专题测验1：Check-in and check-out

第1题，共16题
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
显示答案
答案: 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.
第2题，共16题
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
显示答案
答案: 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.
第3题，共16题
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
显示答案
答案: 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.
第4题，共16题
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
显示答案
答案: 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.
第5题，共16题
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
显示答案
答案: 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.
第6题，共16题
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
显示答案
答案: 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.
第7题，共16题
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
显示答案
答案: 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.
第8题，共16题
Listen. What problem does the agent find at check-in?
先听，再作答。作答后会显示听力原文。
没有声音？请阅读文字
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
显示答案
答案: 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.
听力原文
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.
第9题，共16题
Listen. What does the agent do after the guest corrects the dates?
先听，再作答。作答后会显示听力原文。
没有声音？请阅读文字
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
显示答案
答案: 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.
听力原文
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.
第10题，共16题
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
显示答案
答案: 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.
第11题，共16题
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
显示答案
答案: 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.
第12题，共16题
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
显示答案
答案: 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.
第13题，共16题
Listen. What does the guest ask for at check-out?
先听，再作答。作答后会显示听力原文。
没有声音？请阅读文字
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
显示答案
答案: 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.
听力原文
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.
第14题，共16题
Listen. What will the agent give the guest?
先听，再作答。作答后会显示听力原文。
没有声音？请阅读文字
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
显示答案
答案: 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.
听力原文
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.

第15题，共16题

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

显示答案

答案: B. 3

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

第16题，共16题

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

显示答案

答案: 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.

考前须知

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.

常见问题

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.

这份证书是否经过认证或获得官方认可？

不是。这是一份私人颁发的结业证书，仅用于知识学习。它未获得任何政府、执照发放机构、监管机构或教育机构的认可、认证或批准，也不能替代法律要求的任何执照、资格证书或培训。