Travel & Hospitality Self-Graded Assessment

1. ADR stands for:
Average Daily Revenue
Average Daily Rate
Average Department Rate

2. Amenities are:
Taxes
Room damages
Extra services or features

3. BAR means:
Best Available Rate
Booking Approval Report
Basic Arrival Reservation

4. A guest who arrives without a reservation is:
OTA Guest
Walk-in Guest
Loyalty Guest

5. A confirmation number is:
Proof of reservation
Tax receipt
Loyalty ID

6. Housekeeping usually:
Processes payments
Cleans rooms
Books flights

7. A no-show guest:
Arrives late
Cancels early
Does not arrive or cancel

8. OTA means:
Online Travel Agency
Online Tax Account
Official Travel Authority

9. PMS stands for:
Property Management System
Personal Management Service
Public Management Software

10. An upgrade means:
Better room category
Cancellation
Room cleaning

11. Incidentals are:
Room numbers
Extra charges
Hotel employees

12. A pre-authorization is:
Card hold
Refund
Coupon

13. RevPAR combines:
Occupancy and revenue
Taxes and fees
Loyalty and ADR

14. A loyalty program rewards:
New employees
Repeat guests
Travel agents

15. Blackout dates are:
Dates promotions do not apply
Maintenance days
Holidays only

16. Check-in ______ at 3 PM.
start
starts
starting

17. Housekeeping is ______ extra towels.
delivering
deliver
delivered

18. If a suite becomes available, we ______ upgrade you.
will
are
have

19. If you cancel before 48 hours, you ______ a refund.
will receive
receives
received

20. The guest said he ______ through Expedia.
books
booked
had booked

21. We ______ arranging a relocation.
is
are
am

22. Guests normally ______ out at noon.
check
checking
checked

23. If occupancy remains high, late check-out ______ available.
will not be
is
was

24. The guest said she ______ her loyalty points.
had not received
not receive
receives

25. I ______ availability right now.
checking
am checking
checked

26. What should you ask first when confirming a reservation?
Room number
Full name and confirmation number
Credit score

27. Early check-in is usually:
Guaranteed
Based on availability
Free for everyone

28. A guest booked a non-refundable rate. What should the agent do?
Explain policy and check alternatives
Hang up
Automatically refund

29. During overbooking, the hotel should:
Ignore the guest
Offer relocation
Cancel all bookings

30. Extra towels are usually handled by:
Housekeeping
Maintenance
Accounting

31. A guest folio contains:
Employee records
Guest charges
Loyalty points only

32. Standard check-out time in the dialogues was:
Noon
4 PM
6 PM

33. Loyalty adjustments normally take:
Same day
3–5 business days
One month

34. Walk-in guests:
Have no reservation
Are loyalty members
Always get suites

35. BAR refers to:
Public available rate
Food service
Resort fee

36. Mr. Chen arrived at:
6 PM
Noon
3 PM

37. Mr. Chen booked through:
GDS
OTA
Walk-in

38. The hotel problem was:
Flood
Overbooking
Power outage

39. Transportation was:
Charged
Covered
Denied

40. Mr. Chen also received:
Free flight
5000 loyalty points
Free car

41. A guest wants a better room. You should discuss:
Upgrade options
Taxes only
Housekeeping

42. A room issue should generate a:
Maintenance request
Loyalty request
OTA request

43. A one-night deposit is:
Money held to secure reservation
Tax
Reward points

44. Guests who stay longer than booked may incur:
Overstay fee
Loyalty fee
ADR fee

45. The most professional response is:
"Not my problem."
"I'm sorry for the inconvenience. Let me help."
"Call back later."