Check your guest and event foundations.

1 Guest service

What is a guest journey?

A The sequence of interactions from discovery through follow-up B Only the distance to a venue C A staff timetable D A hotel floor plan

2 Preparation

What does mise en place mean in hospitality?

A Organizing ingredients, tools, and station before service B Closing before guests arrive C Changing a reservation price D Writing a complaint

3 Reservations

What information should a reservation record clearly capture?

A Date, time, party details, contact, and relevant requirements B Only the guests first name C Staff private passwords D Unconfirmed guesses

4 Allergens

How should staff handle a guests food-allergy question?

A Follow the venues verified allergen process and avoid guessing B Promise safety without checking C Remove visible garnish only D Treat preference and allergy as identical

5 Service recovery

What is the first useful response to a service failure?

A Listen, acknowledge the impact, and clarify what happened B Argue immediately C Hide from the guest D Offer an impossible promise

6 Operations

What does occupancy rate commonly compare in lodging?

A Occupied rooms with available rooms over a period B Staff hours with menu items C Complaints with advertisements D Tables with parking spaces

7 Events

What is an event run sheet?

A A time-ordered operational plan of cues, tasks, owners, and transitions B A guest payment card C Only a decoration list D A building lease

8 Capacity

Why must venue capacity be respected?

A It supports legal, fire, access, comfort, and operational requirements B It is only a marketing suggestion C Extra guests never affect exits D Capacity applies only outdoors

9 Housekeeping

What supports consistent room or area preparation?

A A clear standard, checklist, inspection, and issue reporting B Relying on memory only C Skipping high-touch areas D Hiding maintenance problems

10 Sales

What is responsible upselling?

A Offering a relevant enhancement without pressure or misrepresentation B Adding charges without consent C Ignoring the guests needs D Claiming the cheapest option is unavailable

11 Feedback

How should repeated guest feedback be used?

A Look for patterns, root causes, and measurable service changes B Respond to each item without tracking themes C Delete negative comments D Assume every complaint has the same cause

12 Contingency

What belongs in an event contingency plan?

A Likely disruptions, triggers, responsibilities, alternatives, and communication B Only the preferred schedule C No contact details D A promise that weather will cooperate