Assessment Form- Hospitality Assessment Form - Hospitality Step 1 of 3 33% Contact DetailsName* First Last/ Family Name Email PhoneEmployer Name* Background InformationHave you ever studied English before? If so, please explain.What is your native or first language?* Arabic French Haitian Creole Portuguese Russian Spanish Other What is your position at the hotel?Grammar and Vocabulary (Questions 1-19)Welcome! This part of the assessment will test your knowledge of English grammar, sentence structure and word forms.Directions(Questions 1 - 19) Read each statement or question. Select the answer that is most grammatically correct.1. He reserved ___________ room for July 4th. you his she them 2. She is married ______________ him on to for with 3. Turn the light on, it's _____________ in here. off clear bright dark 4. The toilet is ________________. Can you fix it? new used old broken 5. A guest is a coach student customer trainer 6. A manager is a coworker friend counselor boss 7. A broom is used with a box bucket mop dustpan 8. A mop is used with a dustpan broom tub bucket 9. What is the opposite of clean? old neat sanitized dirty 10. What is the opposite of early? late dirty original dangerous 11. What is the opposite of safe? pleasing new dangerous secured 12. What is the opposite of new? old dirty modern young 13. It is good to anticipate what the guests wants. precede expect know hurry 14. The error you made was obvious. obscure infrequent clear unnecessary 15. the pool is one of our many amenities places alternatives features toiletries 16. She played a significant role in his life. fine important irrelevant dangerous DirectionsFor questions 17-19, select the answer that best completes each sentence. 17. I am very sorry. I did not hear what you said. Would you mind ________ that again? to say saying said say 18. I haven't seen ___________ with short hair lately somebody anybody someone no one 19. Your customer service manual is a great _____________ when reviewing how to handle guest situations. reference resolution referral direction Reading Comprehension (Questions 20-25)Directions: Read the passage below. Then read the questions and choose the correct answer according to what is stated or implied. Room Service: (phone ringing) "Good evening, this is room service!" Guest: "Hello, I just stepped into my room and all of my towels are soiled. Room Service: "I am so sorry that your towels are dirty. I will have housekeeping bring you three fresh towel." Guest: "Great! In addition to the towels, can you bring me two pillows?" Room Service "Certainly! I will have housekeeping bring you three clean towels and two pillows." Guest: "Actually, can you make that four pillows?" Room Service: "Of course! So, that's three clean towels and four pillows?" Guest: "Yes, and that's all. Thank you!" Room Service: " You're welcome, have a great evening!" 20. Why did the guest initially call room service? for directions to a restaurant because their towels were not clean they needed blankets to order food 21. How many towels did room service offer to bring? 2 3 4 7 22. What else did the guest request? shampoo towels pillows a telephone 23. What did room service say to end the call? "You're welcome, have a great evening!" "Is there anything else?" "Goodbye!" "Yes and that's all. Thanks!" 24. What could the housekeeper say instead of "You're welcome" that would be more polite? my pleasure of course sure no problem 25. What was the attitude of the guest on the call? angry pleasant upset bored Great Job!You have just completed the reading comprehension section of the assessment. Click "NEXT" below to move on to the writing section. Writing TopicsThis section of the assessment is designed to measure your ability to use English grammar, vocabulary and writing conventions. Of the following two topics, please choose one to write about in as much detail as possible. You may not use a dictionary or any other support device. Feel free to outline what you would like to say before you actually write. Good luck! Topic #1: Many managers say, "the customer is always right." Do you agree? Use specific reasons and examples to support your opinion OR Topic #2: You are training a new front desk associate. She is handling a guest who is unhappy about his room. The guest says that it is not clean, it smells like smoke, and the room next door is noisy. When you checked on the situation, none of these complaints appear to be true. What advice will you give to the associate? Congratulations!You have completed the entire assessment! Click "Submit" once you have finished your test. Thank you!
