NSDC Sample Questions

1. Which of the following information is not necessary while guest registers in the room?
a) Address of Guest Residence
b) Number of persons
c) Bank A/C number
d) Name of Guest
2. As a front office associate, which of the following steps will you follow while welcoming
guests in your hotel?
a) Make guest comfortable by offering a smile.
b) All of the mentioned options.
c) Greet the guest as per the organisation guidelines.
d) Maintain eye contact while interacting with the guest.
3. Maintain eye contact during guest interaction is important because...
a) It is not required.
b) It is a standard of etiquette and hospitable conduct.
c) It shows disrespect towards the guest.
d) Guest enjoys it.
4. Which of the following are double room picture clue...?
5. In case of a failed transaction through the guest’s credit /debit cards during bill settlement,
the FOA will take confirmation from the guest while swiping the card for the second time.
a) May be
b) Always
c) None of the above
d) Never
6. There is a new dish on the menu of restaurant in your hotel. It has recently become very
famous. Your friend from another hotel asks you to share the recipe of the dish. What will
you do?
a) Share the recipe of the dish.
b) Ask him to talk to your supervisor.
c) Ask the head chef to remove that dish.
d) Never share the recipe of the dish.

7. Which of the following things can be used to ensure safety and security of women in the
hotel?
a) First aid
b) Camera
c) No smoking
d) Fire alarm
8. Which of the following bathroom toiletries is not necessary to provide to the guest after
they check-in?
a) Tissue roll
b) Mobile phone
c) Towels
d) Soap
9. Which department is responsible for taking prior requests for rooms and noting special
requests for services in advance?
a) Front office
b) Engineering
c) Housekeeping
d) Food production
10. A famous actress is staying at your hotel. One of your friends asks you to share her room
number. How will you react in this situation?
a) Never share the details of your guests. It affects their privacy.
b) Immediately go to the actress room with your friend.
c) Share the room number with your friend.
d) Seek suggestions from your colleagues.
11. You are working as a front office associate in the night shift. Suddenly there is a fire
emergency in the hotel. What step should you take to report your supervisor about the
incident immediately?
a) Personally find his location and go to him to report the incident.
b) Make a telephone call to him immediately.
c) Drop an email.
d) Send him an authorized letter.
12. Hospitality industry needs to focus on service quality, which of the following component
increases with increase in service quality.
a) Customer satisfaction
b) Brand image
c) Loyalty
d) All the above
13. Which of the following is requirement for the safety of women at the work place?
a) Hire high qualified employees
b) Proper fire evacuation plan
c) Security guards
d) Spy camera
14. While preparing invoice during bill settlement, the front office associate will keep in mind
the...
a) Applicable discounts
b) All the mentioned options
c) Agreed tariff
d) Applicable taxes
15. Why should regular inspection of the hotel take place?
a) To check that all staff are present and correct
b) To check weather working environment is safe
c) To check everyone is doing their job
d) To prepare for a visit from an HSE inspector
16. Accidents are best prevented by
a) Health and safety executives
b) People being aware of hazards and working in a safe manner
c) Employer inspecting work place
 d) The managing director
17. What strategy should you use to know what’s positive and what needs to be improved in
your hotel?
a) Asking the employees of the other hotel
b) Checking the reputation of your hotel in the market
c) There is no need to use strategy, everything goes in right way
d) Take regular customer feedback
18. In case of burn injury, why is it recommended to cover it with a clean or sterile dressing?
a) To cover the burnt area
b) To prevent the blood clotting
c) To prevent infection
d) To prevent the burnt area warm
19. One of your colleagues is copying the details of the guest staying in the hotel, what will you
do in this situation?
a) Let him copy the details
b) Ask your colleague to provide a copy for you as well
c) Directly inform your guest about the mishap
d) Stop him right away, to report it to your supervisor
20. Implementation of which of the following processes will make the guests come back to the
hotel?
a) Making sure that the front desk responds immediately to guest’s queries and
complaints
b) Calling the guests every two hours to check if everything is fine
c) Providing reliable and fast with access to the guest
d) Providing a cup of tea free of cost to the guest
21. It is important to know English language in hospitality industry because
a) English is a standard language for international communication
b) It is easy to speak
c) Most of the people love to talk in English
d) It is the first most spoken language
22. What are the factors responsible for hesitation and fear while speaking in public?
a) Good practices, pessimistic attitude and calmness
b) Positive thoughts, preparation and positivity
c) Negative thoughts, preparation and positivity
d) No preparation, pessimistic attitude, negative thoughts
23. Which of the following devices will you use to scan original documents of customers?
a) Printer
b) Scanner
c) Hard to soft analyzer
d) Converter
24. Which of the following is not the good practice while you are suffering from common cold?
a) Sneezing
b) Washing hands
c) Disposed used tissues after use
d) Blow nose
25. What will be the effect of food adulteration on human health?
a) It may cause orthopaedic problem
b) There will be no effect of food adulteration on human health
c) It can cause food poisoning diarrheal, dysentery etc
d) It may provide a good health to human
26. How should you escape in case of fire?
a) Building’s terrace
b) Windows
c) Lift
d) Stairs
27. Who should you call when there is a fire in office building?
a) Policeman
b) Your manager
c) Fire department
d) Salesman
28. Why is personal hygiene so important?
a) So that you don’t smell
b) To protect your own and other health
c) To prevent from heights
d) Because company regulation requires it
29. Why is it important to wash hands regularly?
a) It prevents the spread of bacteria that causes diseases
b) Hands look beautiful after wash
c) Because it’s been taught since childhood
d) For using standard soap only
30. Which of the following practice should you ensure to maintain work health and safety?
a) Review control measures and assess risks
b) Neglect the safety of all pieces of equipment
c) Take time to resolve the issues
d) Inquire with your colleagues about health and safety
31. While allotting a room to senior citizens, which of the following floors will be given first
preference in order to ensure convenience of the guest?
a) Second floor
b) Ground floor
c) Top most floor
d) Any floor will do
32. While checking for a guest’s room preference, which of the following should be taken care
of?
a) Colour of room walls
b) Brand of television set in the room
c) Guests address
d) Type of room
33. A woman has joined your team for front desk operations. How will you treat her?
a) Sideline her and take all the credit for her work
b) Let her do all the work
 c) Encourage her and treat with respect
d) Never talk to her
34. Which step should be taken by front office associate to handle negative feedback from
irritating or dissatisfied customer?
a) Walk away when the guest is shouting
b) Telling the guest to leave the hotel
c) Shouting at the guest
d) By listening patiently to the guests
35. Among the given activities which is not a performance indicator of front office reception?
a) Resolving the guest complains
b) Answering the queries
c) Recording reservation status
d) Record super room cleaning
36. Which of the following is an example of a hotel invoice?
a) Invoice format
b) Daily rest room cleaning check list
c) Night audit report
d) Reservation report
37. Mr. Banerjee walks in to the hotel for first time and you are the front office associate is on
the phone handling another customer. What will be your first gesture towards Mr.
Banerjee?
a) You will tell Mr Banerjee to come back after some time
b) Make eye contact with Mr Banerjee and smile
c) You will not give any response to Mr Banerjee
d) You will move away
38. Which of the following devices would you use to make a copy of original documents of
guest?
a) Mobile phone
b) File rack
c) Xerox machine
d) Fax machine
39. Which of the following behaviour etiquettes will be dealt with for women customers?
a) All the mentioned options
b) Ask permission before entering the room
c) Avoid any kind of physical contact
d) Asking permission before cleaning the room
40. In the event of terrorist attack, the front office associate will handle the customers in which
of the following manner?
a) All of the mentioned options
b) Lead them in safer places
c) Customer will be calmly handled
d) Instructed properly and politely on order to achieve zero casualties
41. The front office associate should follow behavioural, personal and telephone etiquettes by
a) Ignore guest’s complain
b) Demonstrate responsible and disciplined behaviour at work place
 c) Talking loudly while talking to the guest
d) Answering the telephone call as late as possible
42. In order to achieve the guest satisfaction, the front office associate will revert to a guest
query or request
a) Within the turnaround time as per the organisational guidelines
b) Saying that this is not my department
c) In his own time
d) Instantly without thinking
43. One of your guests asks you to reveal the internal procedure documents. What will you do in
this situation?
a) Politely refuse to provide the documents
b) Show him the documents
c) Shout at the guest and ask him to leave
d) Ignore the guest and walk away
44. While receiving payment from the guest, the front office associate will seek details of mode
of payment by
a) Cash or cheque or credit card
b) Visiting card
c) Barter system
d) Aadhar card
45. With which of the following departments, the occupancy status of a room must be shared
before instructing him to resolve plumbing, heating or air-conditioning problem?
a) HR department
b) Sales Department
c) Accounts Department
d) Maintenance & Engineering Department
46. What is meant by Walk-In guest?
a) A guest who checks in with a reservation
b) A guest who checks in early
c) A guest who walks into hotel
d) A guest who arrives at a hotel without prior reservation
47. How does a front office associate treat customers with high degree of respect and
professionalism?
a) Be courteous
b) Use polite language
c) Maintain professionalism and procedure to handle customer grievances and
complaints
d) All of the mentioned options
 Sample 2 Questions and Answers.

1. Which of the following steps does not help in maintaining your health and fitness?
a) Vaccination
b) Regular exercise
c) Health check-up
d) Donating blood

2. Which of the following is protected by the Intellectual Property Rights of a company?

a) Manual of the rules and regulations of a company
b) Advertising brand ambassadors
c) Photocopy of the company’s advertisement
d) Registered trademark, logo, company name etc.

3. Choose the situation which shows discrimination between the male and the female
employees at your hotel...
a) Same no of holidays for all the hotel employees
b) Equal pay to men and women at same positions
c) Low wages for women employees as compared to their male counterpart
d) Same promotional policies for all employees

4. You work as the front desk associate at a hotel, but one day you are not feeling well and
suffering from severe fever.
a) Go to work as usual
b) Avoid medicines
c) Quit your job
d) Rest at home

5. You want to use a design in the hotels pamphlet, but the design was given to you by
customer. What will you do in such situation?
a) Use the design for a commercial purpose
b) Contact the customer and talk about it
c) Talk to your supervisor about this
d) Use the design where needed

6. While talking to your customers, which of the following habits is not appropriate for you?
a) Chewing mouth fresheners
b) Speaking politely
c) Understanding problems
d) Listening sincerely

7. Which of these is not used to maintain the payment / invoice records?

a) Guest accounts
b) Log in Systems
c) Receipt book
d) Work schedules
8. Which of the following will you use to check reservation details?
a) Check in register
b) Hotel brochures
c) Daily roster
d) Accounts register

9. A family arrives at your desk. How will you receive them?

a) Offer a stay package
b) Welcome them with a smile
c) Provide meals
d) Book cabs for them

10. Which of these payment methods is not acceptable at a hotel?

a) Silver/ gold coins
b) Credit / debit card
c) Cheque/cash
d) Electronic transfer

11. Many foreigner customers at your hotel often use English sentences while booking their
rooms at your hotel. Which of the following steps can help you in understanding their
queries?
a) Learn and practice English
b) Maintain accounts book
c) Read Hindi newspapers
d) Operating computer

12. What will you do with the guest’s credit card after payment?
a) Put it in the cash drawer
b) Punch the credit card
c) Keep it on the register
d) Return it to the guest

13. One of your guests is unable to carry his heavy bags. What will you do?
a) Suggest carrying one bag at a time
b) Provide with a weighing machine
c) Book a ground floor room for the customer
d) Offer help to carry the bags

14. While working at your reception desk, you find that the computer wirings are damaged and
hanging of the electricity board. What will you do in such situation?
a) Inform your senior and get it repaired.
b) Shutdown your computer
c) Cover the wires with a newspaper
d) Damaged electric wires are completely safe.

15. Your colleague asks for your help while preparing the invoice of a few customers. What will
you do to help your colleague?
a) Provide additional discounts
b) Prepare the invoice by yourself
c) Note down details of the customers
d) Explain the procedure to him/her
16. Few customers request you to arrange the breakfast and the cab service very early in the
morning, as they plan to go outside. Whom among the following will you NOT contact?
a) Cash/accounts manager
b) Transport/cab manager
c) Your senior/supervisor
d) Kitchen service person

17. A lady asks for your assistance in choosing the appropriate room for her. How will you help
her?
a) Provide her with an expensive room
b) Show her your hotels advertisement
c) Suggest her to book a deluxe family suite
d) Talk to her to know her preferences

18. Few women ask about the arrangements for their safety and security at your hotel. How will
you convince them?
a) Suggest practicing fire emergency drills
b) Inform about help lines, medical facilities
c) Provide them with the world map
d) Inform about the discounted offers

19. One of your female colleagues requests you to assist her in operating the billing computer.
How will you help her?
a) Show her the necessary steps of computer operation
b) Suggest her to read the computer manual
c) Request her to take computer training
d) Restart her computer system.

20. A customer asks you about the restaurants in the nearby area. How will you help him/her?
a) Book a table for them in your hotels canteen
b) Provide pamphlets of nearby restaurants
c) Order food from a local restaurant
d) Locate him the city’s best restaurant.

21. How will you respond to and satisfy your customers who complain about your services?
a) Provide them with facilities which are beyond hotels guidelines
b) Change your work schedule for helping them
c) Suggest them to put the complaints in the suggestion box
d) Listen to them sincerely and solve their problems

22. Which of the following habits is NOT good at the workplace?

a) Standard dress
b) Littering the floor
c) Polished shoes
d) Trimmed hairs and nails
23. What kind of documentation is necessary before allotting rooms to your customers?
a) Bill payments
b) Feedback forms
c) Hotel brochures
d) Identity verification

24. Identify the equipment which plays NO role in ensuring safety and security of women at a
tourist hotel
a) Lockers
b) Projectors
c) Alarms
d) Security check.

25. A family requests you to book a deluxe family suite, but none of them are vacant. What will
you do?
a) Inform them about the unavailability.
b) Assign them space in a large hall
c) Book single and separate rooms
d) Request them to contact your seniors.

26. You have to help your guest in lifting a heavy bag. Which of the following methods will you
use to carry the bag?

a) Method A
b) Method A & B
c) Method B
d) None of the above.

27. Which of the following facilities will you provide to the children tourists for their
entertainment?
a) Newspaper
b) Snooker tables
c) Gym kit
d) Swings and slides

28. One of your colleagues hurt his hand by a sharp object and the hand starts bleeding. Which
of the following will you use in such situation?

a) Option A
b) Option A and B
c) Option B
d) None of the above.

29. Four guests arrive and request you to book two adjacent rooms. Which of the following will
you reserve?
a) Reserve two bedrooms very near / adjacent to each other
b) Single room with one bed.
c) Two bedrooms present side by side
d) Book all the rooms on a single floor.

30. Who among the following is responsible for giving you instructions and work related
guidelines?
a) Colleagues
b) Superiors
c) Customers
d) Assistants

31. Few guests want to book a room. How will you decide the room for them?
a) Inform them about the available rooms according to their needs
b) Provide them a pamphlet to decide on their own
c) Suggest them to stay in the hall to save money
d) Book a room of your choice

32. You find a dirty table cloth in your hotel. What will you do in such situation?
a) Complain about this to your supervisor
b) Buy a new table cloth
c) Through in dustbin
d) Give it to linen room for rewash.

33. A customer needs your help in operating the lock of his/her room’s door. How will you help
him/her?
a) Request him/her to change the room
b) Request you assistant to help him/her
c) Ask him/her to deal with the problem on their own
d) Suggest him/her to leave the door open

34. What do you understand by Room Upgradation?

a) Booking a room of higher class and comfort
b) Reserving a room on the top floor
c) Room Cleaning
d) Providing air conditioning.

35. While working at your desk, you observe a wrapper kept over it. What will you do in this
situation?

a) Put it in a dustbin
b) Call the cleaning people
c) Inform the Manager
d) Let it be there.

36. Why should you knock the door and ask for permission from the customers before entering
their room?
a) To help the customers
b) For clarifying friendly behaviour
c) For displaying friendly behaviour
d) To maintain their privacy.

37. Our supervisor advices you to speak to customers with confidence. Which of the following is
NOT a confident way of speaking to customers?
a) Speak to the point
b) Hesitate while speaking
 c) Be clear in what you say
d) Maintain eye contact.

38. Which of the following methods will you NOT use for contacting your customers?
a) Visit customers home
b) Mail over the internet
c) Call over the phone
d) Direct conversation

39. All of the following methods are used for reviewing hotels services except...
a) Feedback form
b) Suggestion box
c) Invoice preparation
d) Service rating

40. The floor near the water cooler is constantly wet. How will you prevent slipping and falling
accidents due to the wet floor?
a) Use rubber mats on the floor
b) Spread a plastic bag on the floor
c) Power off the water cooler
d) Cut off the water supply.

What will you do if a customer wants a single room but all the rooms are occupied?
Suggest him/her to stay in a double room, until a single room is available.
Suggest him/her to stay in the waiting area only.
Request him/her to upgrade his booking to deluxe suite
Request him/her to check the availability at another hotel.

Which of the following behaviour is inappropriate for you at your hotel?

Friendly
Annoyed
Respectful
Professional

A courier person brings a package in the name of a customer who is staying at your hotel. What
method will you follow to deliver the package.
Sign as the receiver in place of your customer
Call the customer and provide information about the package.
Allow the courier boy inside the hotels reserved areas.
Suggest the courier person to leave the package at your counter.

How will you confirm if a customer has already made a reservation for his / her stay?
Refer the registration list.
Read the hotel brochure
Read the promotional schemes
Refer to the offer pamphlets.
What will you do if a customer says that he/she is a client of your hotel and is entitled to stay at your
hotel without any charges.
Book the rooms which are beyond his / her credits.
Make a booking for him/her as per the request.
Make his /her booking without any ID verification.
Verify his credits by consulting your supervisor.

Which of the following can be used for maintaining the details of rooms and their reservation
status?
Use a Smartphone to maintain the record
Computer system
Register
Both computer system and register can be used.

Your hotel has the rule of enlisting the name of each customer into an entry register. Which of the
following methods will ensure that the person is telling you his / her correct name.
Ask the other person visiting to confirm his/her name.
Simple ask him/her to write down his/her name in the entry register
Verify y verbal confirmation only.
Request the person to show you a verified identification card.

Identify the habit which is inappropriate while talking to the customers

Interrupting the customers frequently in the middle of their conversation.
Smiling while talking
Listening carefully to them
Using respectful titles for them.

You have to keep a duplicate copy of the identify card provided by your customers. What will you do
if a customer gives his original card along with a photocopy of it?
Return the original and keep the photocopy.
Just see once and then return both of them.
Note down the name at neglect other details.
Keep both the original as well the duplicate copy.

A customer wants a room with a well ventilated lobby, but no such rooms are vacant at your hotel.
How will you handle his request?
Book an expensive deluxe room for him/her
Request him/her to try another hotel
Inform him/her out the issue and suggest a suitable alternative.
Ask him/her to wait for a few days.

You have to use a customer’s photograph in a poster. Who among the following should contact the
customer for a photograph?
Company’s manager
Hotel supervisor
Funds manager
Chief Chef.
Which of the following methods is not Used for knowing the satisfaction level of the customers and
scope of improvement in the hotel services?
Popularity over the social media
Promotion of the hotel/ company

After receiving the payments, you will perform all of the following steps except..
Take customers signature on the bill
Delete visitor details after the check out
Provide copy of the bill to customer
Document the details on your computer.

Which of the following machines should e maintained for appropriate temperature regulation of
your hotel?

While handling few containers you find that they have the warning sign for corrosive Acid displayed
on them. Identify the warning sign from the options shown below?

Which of the following steps will you take in case of a terrorist attack at your hotel?
Arrange the firearms
Inform the doctor
Call the fire brigade
Safeguard the people

One of your colleagues sends two visitors to you and asks you to show them the way to their
reserved rooms. What will you do in