Skill Pass Test Preparation Notes - Malta
This document provides preparation notes for the mandatory assessments required under
the Malta Skills Pass scheme. It covers the four compulsory modules:
1. English Proficiency Test
2. Basic Customer Care
3. Basic Maltese Tourism Product Course
4. Basic English for Hospitality Course
Each section includes key topics to study, useful vocabulary, and sample practice question
types.
1. English Proficiency Test
Key Topics:
- Grammar basics (tenses, sentence structure, articles, prepositions)
- Reading comprehension (short passages with questions)
- Vocabulary for daily communication and workplace use
- Listening and speaking practice
- Writing short sentences or paragraphs
Sample Practice Questions:
• Fill in the blanks with the correct verb tense.
• Read a short paragraph and answer comprehension questions.
• Write 4-5 sentences introducing yourself.
• Listen to a sentence and identify the correct response.
2. Basic Customer Care
Key Topics:
- Qualities of good customer service (politeness, helpfulness, professionalism)
- Verbal and non-verbal communication skills
- Handling complaints or difficult customers
- Creating positive first impressions
- Teamwork in customer service delivery
- Cultural awareness and sensitivity
- Phone and in-person service etiquette
Sample Practice Questions:
• Multiple choice: What is the best way to greet a customer?
• True/False: Ignoring a complaint is acceptable if you cannot solve it immediately.
• Scenario: A guest is upset about a delayed service. What should you say/do?
3. Basic Maltese Tourism Product Course
Key Topics:
- Geography of Malta: main islands (Malta, Gozo, Comino)
- Famous landmarks (Valletta, Mdina, St John’s Co-Cathedral)
- History, culture, and traditions
- Festivals and celebrations
- Maltese language basics (common greetings and phrases)
- Tourism highlights (beaches, diving, historic sites)
- Food and cuisine (pastizzi, rabbit stew, ftira, etc.)
- Transport, climate, and accommodation options
Sample Practice Questions:
• Name two tourist attractions in Malta.
• Match the landmark with its description.
• What is Malta’s traditional pastry called?
• Translate ‘Good Morning’ into Maltese.
4. Basic English for Hospitality Course
Key Topics:
- English phrases for front desk, housekeeping, food & beverage, and guest services
- Polite forms and requests (May I…, Would you like…, Could you please…)
- Responding to guest complaints and requests
- Vocabulary: room types, meals, amenities, hotel facilities
- Reading and understanding simple hospitality texts (menus, brochures)
- Safety and hygiene communication
Sample Practice Questions:
• Dialogue practice: Check-in a guest at reception.
• Fill in the blank: ‘Would you ____ some water?’
• Match hotel vocabulary with correct meanings.
• Write a polite response to a guest’s complaint about room cleaning.
