1、单选题：
The following are the basic premises for room upgrading EXCEPT:
选项：
A:out of order
B:overbooking
C:double selling
D:equipment damage
答案: 【out of order】

2、单选题：
The Reservations Department is responsible for carrying out the following duties EXCEPT:
选项：
A:Waking the guest up on time the next morning
B:Receiving the reservations
C:Updating the periodical report of guest resources
D:Taking care of all reservation-related procedures
答案: 【Waking the guest up on time the next morning】

3、单选题：
Which is the duty of a concierge?
选项：
A:Maintaining accurate files on all reservations.
B:Keeping in contact with guest resources.
C:Handling baggage for hotel guests.
D:Updating the periodical report of guest resources.
答案: 【Handling baggage for hotel guests.】

4、单选题：
To reduce customers’ complaints, we are not supposed to:
选项：
A:Avoid difficult clients
B:Identify complaints
C:Stay quiet and listen
D:Resolve ahead of time
答案: 【Avoid difficult clients】

5、单选题：
Which should be the first step of check-out service:
选项：
A:Presenting the bill and total to the guest.
B:Answering any questions concerning the bill that the guest may have.
C:Printing the bill for the guest.
D:Asking if the guest has recently signed any new bills.
答案: 【Asking if the guest has recently signed any new bills.】