Begrüßung und Verabschiedung im Hotelfach: Lerne Phrasen und Vokabeln

Question 1

Which of these sentences is a polite request?

Accepted Answer

Could you please bring me a coffee?

Answer

Bring me a coffee.

Answer

I want a coffee.

Answer

Get me a coffee.

Question 2

Which of these sentences is a correct negation?

Accepted Answer

I don't speak German.

Answer

I not speak German.

Answer

I no speak German.

Answer

I doesn't speak German.

Question 3

Welche höfliche Formel eignet sich zur Begrüßung eines Gastes im Hotel?

Accepted Answer

Willkommen im Hotel, mein Name ist [Ihr Name].

Answer

Hallo, wie kann ich Ihnen behilflich sein?

Answer

Guten Tag, was möchten Sie?

Answer

Entschuldigen Sie, womit kann ich Ihnen dienen?

Question 4

Welche der folgenden Formulierungen passt zur Bearbeitung von Beschwerden?

Accepted Answer

Ich verstehe, dass Sie unzufrieden sind.

Answer

Es tut mir leid, wir haben im Moment keine freien Zimmer.

Answer

Das ist inakzeptabel.

Answer

Ich kann Ihnen leider nicht weiterhelfen.

Question 5

Wie reagieren Sie professionell auf einen unhöflichen Gast?

Accepted Answer

Bleiben Sie ruhig und professionell.

Answer

Beschweren Sie sich beim Vorgesetzten.

Answer

Konfrontieren Sie den Gast mit seinem Benehmen.

Answer

Entschuldigen Sie sich für das Verhalten des Gastes.

Question 6

Welches Ziel verfolgt eine effektive Beschwerdebearbeitung?

Accepted Answer

Die Zufriedenheit des Gastes wiederherzustellen.

Answer

Rechtliche Folgen zu vermeiden.

Answer

Den Ruf des Hotels zu verbessern.

Answer

Die Kosten für Entschädigungen zu minimieren.

Question 7

Welche der folgenden Phrasen würden Sie verwenden, um einem Gast mitzuteilen, dass sein Zimmer fertig ist?

Accepted Answer

Your room is ready now.

Answer

Your room is being prepared as we speak.

Answer

Your room will be ready shortly.

Answer

Your room is on the first floor.

Question 8

Wie begrüßt man einen Hotelgast bei seiner Ankunft am höflichsten und angemessensten?

Accepted Answer

Welcome to our hotel. Can I help you with your luggage?

Answer

Yo, dude! What's up?

Answer

Hey there! What can I do for you today?

Answer

Good morning! How are you doing today?

Question 9

Choose the most appropriate phrase for greeting a guest upon arrival:

Accepted Answer

Welcome to our establishment!

Answer

How may I be of assistance?

Answer

What might be your name?

Answer

Good afternoon, gentlemen and ladies.

Question 10

What is the recommended course of action when a guest expresses dissatisfaction with their room?

Accepted Answer

Offer an apology and propose a solution.

Answer

Engage in a dispute with the guest.

Answer

Dismiss their concerns.

Answer

Place blame on the housekeeping staff.

Question 11

Which of the following is not a typical reason for guest complaints?

Accepted Answer

Complimentary breakfast being offered

Answer

Unsatisfactory cleanliness of the room

Answer

Unresponsive hotel staff

Answer

Elevated room temperature

Question 12

What is the primary purpose of active listening in handling guest complaints?

Accepted Answer

Demonstrating empathy and understanding.

Answer

Gathering all necessary information.

Answer

Interrupting the guest and offering immediate solutions.

Answer

Assigning blame to the guest.

Question 13

What should you do if you encounter a guest complaint that you are unable to resolve independently?

Accepted Answer

Apologize and seek assistance from a supervisor.

Answer

Ignore the complaint, hoping it will subside.

Answer

Offer a room upgrade to prevent further complaints.

Answer

Inform the guest that they are mistaken.

Question 14

Welche der folgenden Maßnahmen ist **nicht** hilfreich bei der Bearbeitung von Beschwerden und Reklamationen im Hotel?

Accepted Answer

Dem Gast die Schuld für das Problem geben

Answer

Dem Gast aufmerksam zuhören

Answer

Den Gast nicht unterbrechen

Answer

Ruhe und Professionalität bewahren

Question 15

When greeting a regular guest at a hotel, which phrase is most suitable?

Accepted Answer

Hello, [Guest Name], welcome back!

Answer

Good day, welcome to our hotel!

Answer

How are you today?

Answer

May I assist you with your luggage?

Question 16

Wie heißt "Reklamation" auf Englisch?

Accepted Answer

Claim

Answer

Dispute

Answer

Defect

Answer

Problem

Question 17

Was ist entscheidend im Umgang mit Beschwerden?

Accepted Answer

Dem Gast zuhören

Answer

Dem Gast sofort zustimmen

Answer

Den Gast ignorieren

Answer

Dem Gast drohen

Question 18

Welches Prinzip ist im Hotelfach wichtig?

Accepted Answer

Den Gast zufrieden stellen

Answer

Den Gast nie kritisieren

Answer

Den Gast immer beruhigen

Answer

Dem Gast immer nachgeben

Question 19

Welches Verhalten ist bei der Begrüßung unangemessen?

Accepted Answer

Hände in den Hosentaschen

Answer

Direkter Augenkontakt

Answer

Freundliches Lächeln

Answer

Tür aufhalten

Question 20

What is the correct English translation for "Guten Abend"?

Accepted Answer

Good evening

Answer

Good morning

Answer

Good afternoon

Answer

Good night

Question 21

Which of these statements is a polite way to remind a guest that they have not yet settled their bill?

Accepted Answer

Could you please settle your account?

Answer

You still owe us for your stay.

Answer

Your bill is overdue.

Answer

We haven't received your payment yet.

Question 22

Welcher Satz ist eine angemessene Reaktion auf eine Beschwerde eines Gastes?

Accepted Answer

I apologize for the inconvenience. Let me see what I can do to help.

Answer

That's not my problem.

Answer

I don't have time for this.

Answer

You're wrong, the service was perfect!

Question 23

Welches Wort beschreibt einen Gast, der mit dem Service unzufrieden ist?

Accepted Answer

Complaining

Answer

Satisfied

Answer

Happy

Answer

Enthusiastic

Question 24

Welche der folgenden Phrasen ist ein höflicher Weg, um einen Gast zu bitten, seine Stimme zu senken?

Accepted Answer

Could you please lower your voice? It's a bit loud in here.

Answer

Shut up!

Answer

Stop yelling!

Answer

Be quiet!

Question 25

Welches Wort beschreibt einen Gast, der sehr zufrieden ist?

Accepted Answer

Satisfied

Answer

Disappointed

Answer

Angry

Answer

Upset

Question 26

Wie würden Sie auf Englisch einen Gast begrüßen, der zum ersten Mal in Ihrem Hotel ist?

Accepted Answer

Welcome to our hotel! Is this your first time staying with us?

Answer

What can I do for you?

Answer

What's your room number?

Answer

Have you stayed with us before?

Question 27

Welcher Satz ist eine geeignete Reaktion auf eine Reklamation eines Gastes?

Accepted Answer

I'm so sorry to hear that. Let me see what I can do to resolve this.

Answer

That's not possible!

Answer

You're making this up.

Answer

I can't help you with that.

Question 28

Welches Wort beschreibt einen Gast, der Hilfe benötigt?

Accepted Answer

Needy

Answer

Independent

Answer

Helpful

Answer

Patient

Question 29

Welche der folgenden Phrasen ist ein höflicher Weg, um einen Gast darauf hinzuweisen, dass er sich falsch verhält?

Accepted Answer

Excuse me, but I'm afraid your behavior is not acceptable in our hotel.

Answer

Hey, knock it off!

Answer

You're being a jerk!

Answer

Get lost!

Question 30

When greeting a guest for the first time, which phrase is most appropriate?

Accepted Answer

Good morning/afternoon/evening, sir/madam.

Answer

Welcome back to our hotel.

Answer

How may I assist you today?

Answer

Have a pleasant stay.

Question 31

When a guest expresses a concern, what is the most crucial action for a hotel employee?

Accepted Answer

Listen attentively and show empathy.

Answer

Interrupt the guest and propose a solution.

Answer

Apologize and offer compensation immediately.

Answer

Dismiss the guest's complaint as invalid.

Question 32

Which reason is NOT typically cited in guest complaints?

Accepted Answer

Complimentary Wi-Fi not being included

Answer

Unsatisfactory room conditions

Answer

Excessive noise

Answer

Unwelcoming staff

Question 33

Why is using "sir" and "madam" when addressing guests important?

Accepted Answer

It conveys respect and formality.

Answer

It identifies the guest's gender.

Answer

It creates a casual and friendly atmosphere.

Answer

It avoids the need to use the guest's name.

Question 34

Upon a guest's arrival with a prior reservation, what is the receptionist's primary responsibility?

Accepted Answer

Verify the guest's identity and reservation details.

Answer

Greet the guest and welcome them to the hotel.

Answer

Request the guest's payment information.

Answer

Escort the guest to their room without delay.

Question 35

When interacting with an upset or angry guest, what is the most appropriate approach?

Accepted Answer

Remain calm, listen attentively, and avoid interrupting.

Answer

Apologize profusely and offer an immediate solution.

Answer

Ignore the guest and prioritize other tasks.

Answer

Request the guest to leave the hotel.

Question 36

Which response is most appropriate when a guest expresses dissatisfaction?

Accepted Answer

I sincerely apologize for the inconvenience. Let me find a solution for you.

Answer

That's unfortunate to hear.

Answer

I'll see what I can do.

Question 37

Which statement should you avoid when communicating with guests?

Accepted Answer

That's not my problem.

Answer

No problem.

Answer

Please let me know if you need anything else.

Answer

Certainly.

Question 38

How do you politely redirect a guest to a colleague?

Accepted Answer

My colleague is better equipped to assist you. I'll direct you to them now.

Answer

I'm not the right person for this.

Answer

You need to talk to someone else.

Answer

Go over there.

Question 39

Which phrase is most appropriate for greeting a guest?

Accepted Answer

Welcome! How may I assist you?

Answer

Good day.

Answer

How are you?

Answer

What do you need?

Question 40

Which question is most appropriate for asking a guest about their room?

Accepted Answer

May I have your room number, please?

Answer

What room are you in?

Answer

Do you know your room number?

Answer

Where is your room?

Question 41

Which response is most appropriate when a guest expresses a complaint?

Accepted Answer

I understand your concern. I'll do my best to resolve this for you.

Answer

I'm sorry, but...

Answer

That's not possible.

Question 42

Which phrase is an appropriate greeting for a guest at the hotel?

Accepted Answer

Good morning, how may I assist you?

Answer

May I help you?

Answer

Hello, can I book a room?

Answer

What do you want?

Question 43

What should you say when a guest complains?

Accepted Answer

I'm sorry to hear that. Let me see what I can do to help.

Answer

I'll call the manager.

Answer

You should have checked the room before booking it.

Answer

That's not my problem.

Question 44

How should you respond when a guest asks for assistance with booking a room?

Accepted Answer

Certainly, let me check availability for you.

Answer

We're fully booked at the moment.

Answer

I don't have time for that.

Answer

You can book online if you like.

Question 45

Which phrase is a polite way to suggest a particular room to a guest?

Accepted Answer

May I recommend our deluxe room?

Answer

We have a special offer on this room today.

Answer

This room is very spacious.

Answer

This room is the best in the hotel.

Question 46

How do you apologize for an inconvenience?

Accepted Answer

I apologize for the inconvenience.

Answer

I'll try to fix it.

Answer

Don't worry about it.

Answer

It's not my fault.

Question 47

How should you greet a guest on the phone?

Accepted Answer

[hotel name], good morning. This is [your name] speaking.

Answer

Can I help you?

Answer

Hello, what do you want?

Question 48

Which word means "goodbye" in English?

Accepted Answer

Goodbye

Answer

Good morning

Answer

Thank you

Answer

You're welcome

Question 49

How would you formally greet a guest arriving at your hotel?

Accepted Answer

Good afternoon, welcome to our hotel. Is there anything I can assist you with?

Answer

Yo, what's up?

Answer

Heya, how's it hanging?

Question 50

Which of the following phrases is an appropriate way to bid farewell to a departing guest?

Accepted Answer

Have a wonderful evening, and we hope to have the pleasure of welcoming you back soon.

Answer

Bye-bye, have a nice day.

Answer

See ya later, alligator.

Question 51

How should you respond if a guest expresses dissatisfaction with a service or facility at your hotel?

Accepted Answer

I'm sorry to hear that you're not satisfied. Let me see what I can do to address the issue.

Answer

I don't have time to deal with complaints.

Answer

That's unfortunate, but there's nothing I can do about it.

Question 52

When addressing a hotel guest, which of the following forms of address is generally considered the most appropriate?

Accepted Answer

Mr./Ms. [Guest's last name]

Answer

Hey buddy

Answer

First name only

Answer

Yo dude

Question 53

Which non-verbal gesture is most appropriate for welcoming a guest at a hotel?

Accepted Answer

A warm smile and a firm handshake

Answer

A friendly hug

Answer

A fist bump

Answer

A high-five

Question 54

If a guest becomes verbally aggressive or rude, what is the most appropriate action to take?

Accepted Answer

Remain calm, professional, and attempt to de-escalate the situation.

Answer

Confront the guest directly and demand respect.

Answer

Ignore the guest's behavior and hope it will pass.

Question 55

Which of the following topics is generally considered inappropriate for a hotel employee to discuss with a guest?

Accepted Answer

Religious beliefs

Answer

Current events

Answer

Local attractions

Answer

The weather

Question 56

Why is it important for hotel employees to use correct grammar and pronunciation when greeting guests?

Accepted Answer

It conveys professionalism, enhances communication, and creates a positive impression.

Answer

Guests will understand regardless of grammar or pronunciation.

Answer

It is only necessary when speaking to native English speakers.

Question 57

How can technology be leveraged to enhance the guest greeting experience at a hotel?

Accepted Answer

By providing personalized greetings, streamlining check-in processes, and offering real-time information.

Answer

It makes the experience more impersonal and less authentic.

Question 58

A guest approaches you with a complaint about the room. What is the most appropriate way to start the conversation?

Accepted Answer

I'm so sorry to hear about your issue. How can I help?

Answer

What's wrong?

Answer

Can I help you?

Question 59

You are assisting a guest with a complaint. What is the most important thing to do?

Accepted Answer

Listen attentively and try to understand the guest's problem.

Answer

Explain that it's not your fault.

Answer

Apologize immediately and offer a solution.

Question 60

A guest expresses dissatisfaction with the hotel's service. What is a suitable response?

Accepted Answer

I understand your frustration. Let me see what I can do to resolve this.

Answer

You should have complained earlier.

Answer

That's not my fault.

Question 61

Which of these is NOT a common phrase used in a hotel setting?

Accepted Answer

What's up?

Answer

How can I help you?

Answer

Good morning.

Answer

Enjoy your stay.

Question 62

A guest asks for directions to the nearest restaurant. What is the most appropriate response?

Accepted Answer

Sure, I can help you with that. It's located about [distance] from here. Would you like me to write down the directions for you?

Answer

You'll have to figure that out yourself.