PART 1

HOTEL BASICS

GENERAL BEHAVIOUR

1. Which international audits prescribe and uphold standards in the hospitality industry?

RICHEY AND LQA

2. Which one of the following is a bad example of how you should look, when interacting with
Guests?

UNTIDY

3. Which one of the following is a bad example of how the Guest's name should be used, during an
interaction?

OVERUSE

4. Which one of the following is a good example of what creates misunderstandings, when
speaking to a Guest?

Making use of jargon.

5. Which one of the following is a bad example of how you should behave, when you bid the Guest
farewell at the end of any interaction?

ARROGANTLY

THE BASIC MINIMUM STANDARDS

1. Which one of the following is excluded from the basic minimum standards your establishment is
required to adhere to?
The establishment should have a restaurant which is open from Monday to Friday.

2. How many days a week should dry cleaning services be available?

Five days a week.

3. How many days a week should laundry services be available?

Seven days a week.

4. Which one of the following is excluded from the basic minimum standards your establishment is
required to adhere to?
There should be fitness facilities available from 07:00 to 23:00.

5. Which one of the following is excluded from the basic minimum standards your establishment is
required to adhere to?
The front desk should be manned at least 12 hours a day.

THE PRODUCT: THE BEDROOM/ THE BATHROOM

 1. What does the bedroom become for the duration of a Guest's stay?
Their personal space.

2. What should the linen on the bed of a hotel room be?

100 % Cotton

3. Which one of the following is a bad example of what a hotel's bathroom is required to have?
The bathroom does not have to include a separate shower.

4. How big is a full-sized bathtub for hotel rooms?

1.5 meters

5. Which one of the following is a bad example of what a hotel's bathroom is required to have?
Showers should be equipped with curtain enclosures

FACILITIES IN THE BEDROOM/ IN THE BATHROOM

1. Which one of the following statements is untrue about what a hotel's bathroom facilities should
have?
The bathroom should have a minimum of five towels.
2. Which one of the following statements is untrue about what a hotel's bathroom facilities should have?

A quality hair straightener should be available in the bathroom.

3. Which one of the following is a bad example of what amenities should be available in the Guest's
bathroom?
Sewing kit

4. How many bath, hand and face towels should the bathroom have per Guest?
Minimum three

5. Which one of the following stationary item is unnecessary to provide in a Guest's room?

Stapler

6. Which one of the following types of hangers, should be excluded from the amenities provided in a
Guest's room?
Anti-theft hangers

7. Which one of the following statements is untrue about what a hotel's bedroom facilities should have?

The room should include two telephones.

8. There should be lightweight bathrobes available for warmer climates, as well as heavyweight
bathrobes for colder climates in the bathroom.

TRUE

9. Which one of the following statements is untrue about what a hotel's bedroom facilities should have?
The door should not have a viewing hole.

10. How many telephones should the room include?

Three - at the desk, next to the bed and in the bathroom.

11. Which one of the following is a bad example of what amenities should be available in the Guest's
bathroom?

Shoe shine kit

12. Which one of the following is a bad example of what amenities should be available in the Guest's
bathroom?

Kettle

FITNESS FACILITIES & SPA

FITNESS FACILITIES

1. A Guest should feel welcome and special in all areas, including the gym.
TRUE

2. What type of message would you send to your Guest if your attire is unprofessional?
THAT NOTHING IS CLEAN

3. It is important that you desensitise yourself when interacting with Guests.

FALSE

4. How should you act when dealing with a challenging situation from your Guest?
EMPATHETIC

5. How many resistance machines are required, by LQA, in a gym?

6. Which one of the following is prohibited to have near a pool?

ELECTRIC SOCKETS

7. The pool or beach should also have a separate shower in case the Guest wants to rinse themself off
after a swim.

TRUE

8. Which one of the following is a bad example of what complimentary services are offered to a Guest by
the pool?

CHARGING PORTS

9. How does a dirty or dusty court look to a Guest?

UNINVITING
10. Which one of the following is a bad example of what the tennis and squash courts standards, are
required to have?

The gates must be wired and at least 3 meters high.

11. Which one of the following is prohibited to have in a sauna or steam room?

A PLUG SOCKET

12. There should also be lockers in the changing room, for Guests to keep their clothing and other
valuables safe and secure.

TRUE

13. Which one of the following items is nonessential to provide a Guest with, in the changing rooms?

CLOTHING

14. A well-lit, easily accessible shaving or makeup mirror should NOT be provided for Guests in the
changing room.

FALSE

15. Which one of the following items should be unavailable in the change rooms?

HAIRDRYERS (1125 WATTAGE)

THE SPA

1. How long after a Guest has entered the spa, should you acknowledge them?
30 SECONDS

2. Ensure that a ‘confirmation of treatment’ is received by the Guest and that the confirmation
includes details of the cancellation policy and spa etiquette.
TRUE

3. Which one of the following items is a bad example of what you are required to provide a Guest with at
a spa?

SWIMWEAR

4. Which one of the following is a bad example of what should be prepared, during a spa treatment?

SOLAR LIGHTS

5. Never wash your hands in front of a Guest as this depicts unprofessionalism.

FALSE

PUBLIC AREAS & TRANSPORT

EXTERIOR AND GROUNDS, THE LOBBY, RESTAURANTS AND BARS, GUEST ROOM CORRIDORS,
RESTROOMS, ELEVATORS

1. Which one of the following is a bad example of the rules for elevators in the establishment?
Staff should only use Guest elevators to deliver luggage or room service.

2. Which one of the following is a bad example of how the flooring, walls and lighting in the
elevator, should be?

Broken down

3. The design inside the elevator should continue to bring comfort and style of the rest of the
establishment's interior.

TRUE

4. Landscaping around the establishment area should be covered with debris so vehicles can easily
grip the ground.

FALSE

5. Which one of the following is an nonessential design element, required for you to use, in order
to enhance your wall surfaces in the lobby?

METAL BARS

6. Which one of the following is a bad example of how the furniture in the lobby at your
establishment, should be described?

Furniture should be crooked and broken down to give off a rugged effect.

7. Flooring in your establishments restaurant and bar areas must ALWAYS be kept clean and in good
condition.

TRUE

8. It is important to ensure that the wall surfaces in the restaurant and bar areas are well
maintained and scuff free.
TRUE

9. Always ensure that all lighting in restaurants and bars are in good working order. Guests will
notice this lack of attention to detail which is not very professional.

TRUE

10. Corridors need to be spacious enough for the Guest to move through comfortably, even when
there are trolleys or luggage in the way.

TRUE

11. What design accents is prohibited for you to use on the walls or corridors at your establishment?

SHARP METAL BARS

12. The furniture in the corridor needs to be of high quality, such as solid wood and upscale fabrics.

TRUE
 13. Corridors should ALWAYS be clear of any service equipment such as fire accessories and signage.

FALSE

14. Which one of the following is a bad example of what the high-end finishing in the restroom's
flooring and vanity should be?

METAL

15. Which one of the following is a bad example of what adds luxury and freshness in the restroom?

WASTE BIN

16. Clean toilets, urinals and sinks are non-negotiable in a restroom.

TRUE

17. The exterior of the hotel should look just as attractive as the interior.

TRUE

18. Which one of the following is a bad example of how the exterior areas should look?

DIRTY

19. The worst first impression for a Guest is driving to your establishment and struggling for hours to
find parking.

TRUE

20. What is the abbreviation for the international hotel standards?

LQA

21. Which one of the following is an unacceptable way for how chairs in restaurants with fabric
should look?

WITH HOLES

22. Which one of the following is a bad example of how high quality flooring in room corridors
should be described as?

ALUMINUM FLOORING

23. Keeping the corridor area well lit will NOT make the Guests feel more at home.

FALSE

24. What needs to be present and visible at all times to facilitate communication amongst staff
members, and between Guests and staff?
TELEPHONES

25. Staff should ALWAYS refrain from using the elevator to deliver luggage, housekeeping supplies or
room service at all times.
TRUE

26. Which one of the following is a bad example of how the drop-off area in front of your
establishment, should be described as?
MUDDY

27. Fresh flowers and plants used as décor creates a wonderful sense of a occasion, making the
Guest feel that their arrival is a special event.

TRUE

28. The music played in the lobby should be set at a suitable level and suit the ambiance of the
hotel.

TRUE

29. What is of utmost importance in a restaurant and bar?

HYGIENE

30. Which one of the following areas is unnecessary to have luxurious and pleasing dècor in?

THE RESTROOM WINDOWS

31. Guests do NOT come to your establishment to be surrounded by a comfortable and beautiful
environment.

FALSE

32. Which one of the following is a bad example of an exterior that needs to be beautifully
maintained?

LOBBY

33. What is the first impression a Guest will get of your establishment's interior?

THE LOBBY

34. A clean, well maintained floor goes a long way towards creating a fresh environment at your
establishment.

TRUE

THE ESTABLISHMENT-BACK OF HOUSE, THE TRANSFER, THE VEHICLE

1.

2.

3.

4.

5.