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Basic Hospitality Knowledge MCQ

1. Restaurant equipment is generally thought to have a life expectancy of about __________ years.

Answer

Correct Answer: 10 years

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2. __________ growth makes sense when good opportunities can be found outside the present businesses.

Answer

Correct Answer: Diversification

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3. Which of the following expressions would NOT be used to respond to somebody who thanks you for something?

Answer

Correct Answer: Take it easy.

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4. Which of the following expressions can be used to express agreement?

Answer

Correct Answer: Why not?

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5. Which of the following expressions would NOT be used when you have made a mistake?

Answer

Correct Answer: No problem.

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6. Which of the following titles should be used to address a woman whose name you do not know and whose age you are unable to determine?

Answer

Correct Answer: Ma'am

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7. A restaurant customer can't make up his mind as to what to order. In this situation, which of the following responses should a restaurant or bar worker use to help the customer decide?

Answer

Correct Answer: If you like steak, may I suggest our grilled New York Strip Steak?

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8. During phone conversations, it's important not to waffle, mumble, or speak in generic terms because ____________________.

Answer

Correct Answer: All of the above.

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9. In the hotel industry, a "bellhop" is ________________.

Answer

Correct Answer: a staff member who helps the guests with their luggage

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10. Which of the following statements would be most impressive and appropriate for a tour guide to say to his tour group on a visit to the Roman Colosseum?

Answer

Correct Answer: You are now standing among the ruins of one of the most famous ancient amphitheaters in the world-the Roman Colosseum, completed in 80 AD.

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11. A traveler who has already booked a trip to Egypt through a travel agency wants to know what type of clothes would be most appropriate in Egypt in April. In this situation, which of the following responses should the travel agent use to help the client?

Answer

Correct Answer: You'll need light clothing for daytime because it gets quite hot even in April. However, desert nights tend to be cool, so do take some warmer clothing as well.

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12. An airline passenger wants to exchange his window seat for an aisle seat after he has already boarded the plane. In this situation, which of the following responses should a flight attendant use?

Answer

Correct Answer: I'll see what I can do, but you'll have to wait until the plane takes off and the captain switches off the seatbelt sign.

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13. A person enquiring about the availability of hotel rooms tells the hotel worker that he thinks it's unbelievable that all the rooms are booked. In this situation, which of the following responses should a hotel worker use?

Answer

Correct Answer: I'm sorry we can't be of service, Sir, but we actually are all booked.

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14. Which of the following is the most formal expression of greeting?

Answer

Correct Answer: Good afternoon.

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15. Which of the following information is not necessary to leave on a personal voicemail message?

Answer

Correct Answer: The reason why you are away from the phone

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16. Somebody at the bar spills his drink all over the counter. In this situation, which of the following responses should a restaurant or bar worker use?

Answer

Correct Answer: Let me clean that up and get you a fresh drink.

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17. On a flight, a passenger complains of motion sickness. In this situation, which of the following responses should a flight attendant use to help the passenger?

Answer

Correct Answer: I'm sorry you don't feel well. We'll do what we can to help you. Please note there is also an airsickness bag in the pocket in front of you, just in case you need it.

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18. A customer orders grilled salmon and is given grilled trout instead. He is furious and says such a thing shouldn't happen is such a high-end restaurant. In this situation, which of the following responses should a restaurant or bar worker use?

Answer

Correct Answer: I do apologize for this carelessness. Let me get you the grilled salmon right away, and then I'll speak to the chef to understand how this happened.

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19. "Changing the linens" in a hotel room means that the dirty ___________ will be replaced with clean ones.

Answer

Correct Answer: All of the above

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20. Which of the following expressions would NOT be used when declining an offer?

Answer

Correct Answer: I'm shocked to hear it.

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21. A hotel receptionist asks a guest checking in for the required photo ID, but the guest says he doesn't have one. Which is the most polite response for the hotel worker to use?

Answer

Correct Answer: In that case, I'm afraid I won't be able to check you in.

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22. Upon checkout, a guest tells the front desk receptionist that she has never stayed at a worse hotel. In this situation, which of the following reactions would be best on the part of the hotel worker?

Answer

Correct Answer: Tell the guest that you are sorry that he/she feels that way.

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23. A guest checking into a hotel asks if he can pay upon check-out, which is against hotel policy. In this situation, which of the following responses should a hotel worker use?

Answer

Correct Answer: I'm sorry, Sir, but full payment is due at the time of check-in

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24. A customer who wants to book a cruise has very particular preferences when it comes to the choice of cabins. In this situation, which of the following responses should a travel and leisure industry worker use?

Answer

Correct Answer: If you can specify your budget and cabin preference, I can help you find the cabin type that best fits your needs and budget

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25. A female passenger would like to pre-board a plane because she is traveling with a one-year-old child. In this situation, which of the following responses should a check-in assistant use?

Answer

Correct Answer: Yes, you are eligible for pre-boarding because you have a child with you. Please be at the gate one hour prior to boarding time.

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26. If a customer asks for a doggie bag, to what is the person referring?

Answer

Correct Answer: A bag for leftover food that the customer can take home

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27. Why is it important to specify the reason or intention behind a phone call?

Answer

Correct Answer: Doing so makes communication clearer because the listener will better understand why you are calling him and what you expect of him.

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28. The long "hallway" between the rows of seats in an airplane is called the __________

Answer

Correct Answer: aisle

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29. A traveler asks about the amenities available in a particular holiday resort. In this situation, which of the following responses should a travel and leisure industry worker use?

Answer

Correct Answer: They have a game room, a swimming pool, a kid's pool, an oceanfront sun deck, and a great restaurant.

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30. When a person wants to buy a round-trip/return air ticket, it means that he/she wants ____________.

Answer

Correct Answer: an air ticket with which he/she can travel from one destination to another and return to the starting location

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31. A flight attendant might say: "Would you like tomato soup as a/an _____________?"

Answer

Correct Answer: appetizer

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32. Which of the following expressions would NOT be used when you don't understand something that is said to you?

Answer

Correct Answer: Is everything all right?

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33. Why is "privacy" considered one of the most important elements of telephone etiquette for business calls?

Answer

Correct Answer: It ensures the security of both parties.
Information exchanged during a call, especially that of a legal or financial nature, could be damaging if leaked into the wrong hands.

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34. A customer complains that she ordered hot soup but found it to be cold. In this situation, which of the following responses should a restaurant or bar worker use?

Answer

Correct Answer: Sorry about that; I'll replace it with a bowl of hot soup.

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35. A customer on a tight budget would like information on the cheapest flights to Hawaii. In this situation, which of the following responses should a travel agent use?

Answer

Correct Answer: If you can you tell me which Hawaiian island you'll be visiting, I can help you find the most economical solution from your departure city.

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36. A guest who has just checked into his room tells the hotel room attendant that the view is amazing. Which of the following is an appropriate response on the part of the attendant?

Answer

Correct Answer: You're right. It's truly amazing.

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37. A flight attendant might say: " _____________ will be served before we begin the in-flight movie."

Answer

Correct Answer: Refreshments

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38. Why is it not advisable to take your cell phone into an important business meeting?

Answer

Correct Answer: It is rude if the phone rings while you are with a client or during meetings, especially if you answer the call.

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39. Which of the following definitions is NOT correct?

Answer

Correct Answer: Shot: alcohol served with soda

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40. A customer insists on having the table beside the window overlooking the sea, but that table is already booked. In this situation, which of the following responses should a restaurant or bar worker use?

Answer

Correct Answer: Ma'am, that tableis already booked, but I can show you to another table that is equally good and also has a view of the sea.

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41. A person claiming to have reserved a room in a hotel some days ago wants to check in. The receptionist checks the record and finds no reservation under her name. The person says this isn

Answer

Correct Answer: Let me recheck our records. May I have your name again, please? 0.10

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42. A guest at a bar would like to have a pint of draught beer, but the bar serves only bottled beer. In this situation, which of the following responses should a restaurant or bar worker use so as not to displease the customer?

Answer

Correct Answer: I'm sorry, but we only serve bottled beer. Can I make a suggestion from the wide variety we have to offer?

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43. Which of the following is accurate in terms of how you should use your cell phone in public?

Answer

Correct Answer: In public, use your cell phone sparingly and speak at a low volume. Other people should not have to listen to your conversation.

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44. A hotel guest complains to the manager that the television in her room is not working. In this situation, which of the following responses should a hotel manager use?

Answer

Correct Answer: I'll see about getting it fixed or replaced as soon as possible.

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45. It's a good idea to smile while engaged in a phone conversation because doing so can have which of the following effects?

Answer

Correct Answer: Smiling transfers into your tone of voice and can make the call more appealing.

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46. Which of the following greetings is/are appropriate when asking for someone on the phone?

Answer

Correct Answer: Hello, could you please connect me to Mr. Jones?
Good morning. I was wondering if I could speak to Mr. Jones?

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47. An inebriated customer wants to have another round of drinks. In this situation, which of the following responses should a restaurant or bar worker use to politely refuse service?

Answer

Correct Answer: I'm sorry, but the bar's policy prevents me from continuing to serve customers in your condition.

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48. A hotel worker tells a prospective guest about the lowest room rate at the hotel. The person says that he's surprised there aren't any cheaper rooms. In this situation, which response should a hotel worker use?

Answer

Correct Answer: I'm sorry, but that's the most economical solution we can offer you.

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49. A customer sits down for lunch and complains that the cutlery isn't clean. In this situation, which response should a restaurant or bar worker use?

Answer

Correct Answer: I will get you some new cutlery.

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50. Which is an appropriate answer to someone who makes a request that you're not sure you can fulfill?

Answer

Correct Answer: Although I can't guarantee anything, I'll certainly do my best.

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