Listening
The listening focuses on the ability to comprehend service-related information, respond to guest needs, follow workplace instructions, and interpret announcements and environmental cues. Test takers are expected to recognize and extract explicitly stated information, make inferences, interpret and integrate workplace-specific content, and adjust to various English accents and speech patterns.
Speaking
The speaking assesses the ability to deliver polite and effective customer service, describe services clearly, resolve guest complaints professionally, and engage in small talk to build rapport. It requires the production of clear, fluent, and grammatically accurate speech, appropriate use of sociolinguistic norms, coherent real-time idea organization, and the strategic use of language to handle communication breakdowns.
