“鼎盛諾藍(lán)杯”第十一屆全國旅游院校服務(wù)技能

（飯店服務(wù)）大賽英語口語測試題庫一、客房服務(wù)1.詞匯題號(hào)中文術(shù)語英文術(shù)語1酸性清洗劑acid-basedcleaner2電源轉(zhuǎn)換插座adapter3警報(bào)按鈕alarmbutton4鬧鐘alarmclock5對…過敏的allergicto6服務(wù)設(shè)施/用品amenity7煙灰ash8煙灰盅a(bǔ)shurn9煙缸ashtray10兒童看護(hù)員babysitter11水（臺(tái)）盆basin12沐浴露bathgel/lotion13地巾bathmat14浴袍bathrobe15浴毯，浴用墊腳巾bathrug16香皂bathsoap

17浴巾bathtowel18浴盆（缸）bathtub19浴室bathroom20浴室客用品bathroomsupply21沙灘浴巾beachtowel22床上布草bedlinen23鋪床bedmaking24褥子，墊被bedpad25床頭燈bedsidelamp26床罩bedspread27床架bedstock28腰帶belt29毛毯，毯子blanket30百葉窗blind31女士襯衫blouse32客房送餐服務(wù)roomservice33燈泡bulb34書桌bureaudesk35紐扣button36地毯carpet37曜aw口caution38大花（板）ceiling39頻道channel40走客房check-outroom

41香煙cigarette42煙蒂cigarettebud/burn43化學(xué)清潔劑cleaningchemicals44清潔抹布cleaningcloth45清潔cleanliness46壁櫥closet47外套，上衣coat48衣架coat(clothes)hanger49咖啡機(jī)coffeemaker50不褪色的color-fast51掉色的color-run52梳子comb53補(bǔ)償，賠償compensate54走廊corridor55禮貌的courteous56嬰兒床crib/babybed/babycot57衣柜cupboard58窗簾curtain59損壞，損傷damage60濕布dampcloth61鎖鈕deadbolt62清掃deep/thoroughcleaning63達(dá)眾deliverlaundry64預(yù)離房departureroom

65存放deposit66清潔劑detergent67孜勺曰dialtone68殘障客人disabledguest69打擾disturb70請勿打擾DND=don'tdisturb71門把菜單（牌）doorknobmenu72門道，門廊doorway73水滴drip74干洗drycleaning75抹灰dust76垃圾箱dustbin77除塵器duster78羽絨被duvet/downquilt79羽絨被單duvetsheet80電器electricalappliance81電梯elevator/lift82電梯大廳elevatorbank/foyer83安全門emergencyexitdoor84設(shè)備equipment85行政樓層exec.(executive)floor86快洗服務(wù)expresscleaning87加床extrabed88面巾facetowel/cloth

89面巾紙facialtissue90褪色fade91龍頭faucet/tap92羽絨枕頭featherpillow93火警，防火警報(bào)器firealarm94消防通道fireexit95急救箱firstaidkit96平囿圖floorplan97沖洗flush98乳膠枕頭foampillow99折疊fold100冰箱fridge101垃圾garbage102抓桿grabbar/rail103吹風(fēng)機(jī)hairdryer104扶手，手抓桿handrail105方（手）巾handtowel106方便殘障人士的handicapfriendly107（帶鏡子的）梳妝臺(tái)vanity108床頭板headboard109通暖空調(diào)HVAC110冰桶icebucket111賠償indemnity112內(nèi)線（房內(nèi)）電話in-housecall

113燙熨板ironingboard114項(xiàng)目，一件item115夾克衫jacket116按摩浴缸Jacuzzi117臺(tái)（油）燈lamp118待洗衣服，洗衣房laundry119洗衣袋laundrybag120洗衣單laundryform121布草linen122本地（埠）電話localcall123鎖lock124失物招領(lǐng)處LostandFound125行李架baggage/luggagerack126維修部maintenancedepartment127人造纖維man-madefiber128床墊mattress129褥子，墊被mattresspad130床墊套mattressprotector131縫補(bǔ)mend/sew132用拖把拖，擦拭mop133（帶把柄的圓形）口杯mug134床頭柜nightstand135便條本notepad136通告notice

137枕頭pillow138枕套pillowcase139枕巾pillowcover/slip140pillowshaker141插頭plug142電源板powerbar/strip143被子quilt144被套quiltcover145收音機(jī)鬧鐘radioandalarmclock146刮須刀razor147遙控器remotecontrol148折疊床roll-awaybed149寄存保險(xiǎn)箱safedepositbox/locker150當(dāng)日洗衣服務(wù)samedaylaundryservice151針線包sewingkit152洗發(fā)液shampoo153床單sheet154擦鞋套shoeshinemitten155擦鞋海綿shoeshinesponge156擦鞋服務(wù)shoeshine157短褲shorts158淋浴shower159浴帽showercap160浴簾showercurtain

161淋蓬頭showerhead162簽單signthebill163指示牌signage164面（臺(tái)）盆sink165臺(tái)面sinkcounter166拖鞋slippers167肥皂soap168皂碟soapdish169插座socket170沙發(fā)sofa171污（換洗）布草soiledlinen172換洗衣物袋soiledlinenbag173文具stationery174棉花棒（簽）swab175毛衣，羊毛衫sweater176打掃sweep177開關(guān)switch178泡茶用具teamaker179電話聽筒telephonereceiver180行竊，偷竊的事例或行為theft181瓷磚，地磚tile182輪椅wheelchair183紙巾tissue184馬桶，廁所，衛(wèi)生間toilet185馬桶池toiletbowl186衛(wèi)生紙toiletpaper187筒紙toiletroll188牙刷toothbrush189牙膏toothpaste190毛巾towel191變壓器transformer192托盤tray193熨褲機(jī)trouserpress194開夜床（做晚床）服務(wù)turndownservice195吸塵器vacuumcleaner196貴重物品valuables197電壓，伏特?cái)?shù)voltage198小冰箱/小酒吧minibar199逃生圖evacuationplan200洗熨燙服務(wù)valetservice2.句子翻譯題號(hào)題目參考答案1對不起，我不是有意要打擾您。我過一會(huì)再來。I'msorry,butIdidn 'tmeantodistiIrlcancomebacklater.byou.2您要換床單而不用換毛巾？這沒問題。Changethebedbutdon'Changethetowels?Noproblem.3下午好。您的房間還需要些什么嗎？Goodafternoon.Doyouneedanythingelsefortheroom?

4您還需要些什么？或許我可以幫您把換洗衣服拿去洗一下。IsthereanythingelseIcandoforyou?PerhapsyouhavesomelaundryIcantaketobecleaned.5米耶克先生，很抱歉。我來給酒店維修工程師打個(gè)電話。I'nverysorryforyourinconvenience,Mr.Hayek.Pleaseallowmetocallourmaintenanceengineer.6我立刻派人上樓來冉打掃一遍。I'llsendsomeoneuprightawayandhaveitcleanedagain.7先生，我馬上給您拿一些干凈毛巾到您房間。I'bringupmoretowelstoyourroomrightaway,sir8吸塵器可能會(huì)有點(diǎn)吵，會(huì)不會(huì)打擾您呢？Thevacuumcleanermaybealittlenoisy.Isthatalright?9普特南先生，晚上好！我現(xiàn)在可以為您開夜床嗎？Goodevening,Mr.Patten.MayIdotheturn-downservicenow?10房間有加寬的門廊和走道，而且家具之間預(yù)留了更多的空間。Theroomhasextrawidedoorwaysandcorridors,withextraspacearoundthefurnitureintheroom.11對這個(gè)問題我覺得非常抱歉，讓我來檢查一下。Letmehavealookatit.Ourapologiesfortheproblem.12快洗服務(wù)需要兩個(gè)小時(shí)，但是價(jià)格更貴一些。Theexpresslaundryservicewilltaketwohoursandwillcostmore.13我來給您送洗好的衣服。 我把襯衫掛在您的衣櫥衣架上吧。Iamheretoreturnyourclothes.Iwillhangtheshirtsuponhangersinyourcloset.14您的吹風(fēng)機(jī)的電壓看上去應(yīng)該是 220伏特，和中國的電壓一樣。Itlookslikeyourhairdryeris220volts,thesameasinChina.15如果您借一個(gè)轉(zhuǎn)換插座，離店前一定要?dú)w還。如果/、歸還，就會(huì)發(fā)生費(fèi)用。Ifyouborrowedanadapter,pleasegiveitbackwhenyouleave.Ifnot,therewillbeachargeforit.16我理解，但是這恐怕不行。這項(xiàng)服務(wù)是不符合酒店規(guī)定的。Isee,butI'mafraidthat'snotpossible.Thatserviceisagainstourhotels'regulations.

17您需要我什么時(shí)間回來幫您打掃房間呢？Whattimewouldyoulikemetocomebacktocleanyourroom?18女士，沒問題。我們總會(huì)按照您的要求提早收拾房間。有什么需求盡管告訴我們。Certainly,madam.Wecanalwayscleanyourroom(s)earlieronyourrequest.Justletusknowwhatyouneed.19不客氣。先生，夫人，晚安，祝你們晚上過得開心。You'rewelcome.Goodnight,madam,sir,anddohaveaverypleasantevening!20很高興聽到您在我們這住得很開心。希望很快再能見到您。I'mgladyouenjoyedyourstayhere.Pleasecomeagainsoon.3.應(yīng)景服務(wù)題號(hào)題干參考答案1Theroomattendantisservicingaguest'room.Theattendant:1)greetstheguestandofferstohelp;2)repeatswhattheguestwantsandaskshowmany;3)givesthetowels;4)asksaboutextraservice;5)introduceshisorherownnameandleaveswithgoodwishes.Attendant:Goodmorning.Doyouneedanythingfortheroom?Guest:Yes,Ineedmorebathtowels.Attendant:Bathtowels.Doyouwanttwo?Guest:Yes,that 'sfine.Attendant:Hereyouare.Guest:Thankyou.Attendant:Isthereanythingelseyouneed?Guest:No,that 'sgreat.Attendant:MynameisGina.Pleaseletmeknowifthereisanythingelseyouneed.Haveagoodafternoon!2Theroomattendantknocksatthedooroftheguestroom.Heorshe:1)askstoentertheroom;2)sayssorryfornotintendingtodisturbandagreestodotheservicinglater;3)repeatstheguest 'srequeAttendant:Housekeeping.MayIcomein?Guest:Yes.Attendant:I'msorry.Ididn 'tmeantodcancomebacklater.Guest:Justaminute.Whenyoucleantheroom,wouldyoumindchangingthebed,butnotthetowels?sts.Attendant:Changethebedbutdon'changethetowels?Noproblem.I 'llcomebacklater.isturbyou.I

3Theroomattendantisservicingaguest'room.Theattendant:1)greetstheguestandofferstohelp;2)tellstheguestwherethehairdryerisplaced;3)repeatstheguest'srequestsandagreestobritheminquickly.Attendant:Goodafternoon.Doyouneedanythingfortheroom?Guest:Yes,Ineedahairdryer.Attendant:Itshouldbeonthewallinthebathroom.Guest:Yes,please.CouldIgetacoupleofmoretowelsandanotherblanket?Attendant:Yes,madam,moretowelsandoneblanket.Wewillgetthemtoyourightaway.4Theroomattendantknocksatthedoorinresponsetoaguest'requestfortheturn-downservice.Sheorhe:1)enterstheroompolitely;2)offershelp;3)agreestodoasrequestedandoffersbedsheetchangingservice;4)offerstohelpwithlaundryservice.Attendant:Housekeeping.MayIcomein,madam?Guest:Yes,thanksforcomingsoquickly.Attendant:Certainly,madam.HowcanIhelpyou?sGuest:I'dlikesomefreshtowelsinthesuitewhenIgetbackthisevening.Attendant:I'getthemimmediately.Wouldyoulikemetoalsochangethebedsheets?Guest:Yes,thatwouldbenice.Couldyoualsoturndownthecovers?Attendant:IsthereanythingelseIcandoforyou?PerhapsyouhavesomelaundryIcantaketobecleaned.5Theroomattendantknocksatthedoorinresponsetoaguest'requestfortheturn-downservice.Sheorhe:1)enterstheroompolitely;2)offerstoturndowntheroom;3)agreestochangethefoampillowsformorecomfortableones;4)offerstodootherturndownservices.Attendant:Housekeeping.MayIcomein?Guest:Comein,please.Attendant:Goodevening,Mr.Patten.MayIdotheturn-downservice?Guest:Sure.Pleasegoahead.Idon'tikethesefoampillowsverymuch.Attendant:Noproblem.Iwillchangethemformorecomfortableones.Guest:Thankyou.Iappreciatethat.Attendant:ShallIdrawthecurtainsforyou?Guest:Yes,please.Ididn 'trealizeitissolate.

6Theroomattendantisturningdownaguestroom.Sheorhe:1)agreestochangethefoampillowsformorecomfortableones;2)offerstoclosethewindowcurtains;3)recommendsarestaurant;4)respondstotheguest '-you"tandleavespolitely.Guest:Idon'tlikethesefoampillowsverymuchAttendant:Noproblem.Iwillchangethemforfeatherpillowsforyou.Guest:Thankyou.Iappreciatethat.Attendant:ShallIdrawthecurtainsforyou?Guest:Yes,please.IthoughtImightgodowntooneofyourrestaurants.Whichrestaurantdoyourecommend?haAttendant:TheChineserestaurantonthesecondfloorisverygood.Guest:Oh,great.Thankyou.Attendant:Youareverywelcome.Goodbye.7TheroomattendantexplainstoMs.Smiththefacilitiesforthehandicapped.Sheorhe:1)sayshispurpose;2)explainsthefacilitiesforthehandicapped(thedoor,thefurniture);3)explainsthespeciallydesigneddoorhandles;4)explainsthespeciallydesignedfacilitiesbythebed.Attendant:Nicetomeetyou,Ms.Smith.Iamgoingtoshowyouthehandicappedfacilitiesinthisroom.Guest:Thankyou.Attendant:First,theroomhasextrawidedoorwaysandcorridors,withextraspacearoundthefurnitureintheroom.Guest:Cansomeoneinawheelchairmovearoundeasily?Attendant:That'rsght.Alsothedoorhandlesarelowsotheyareeasytoreach.Guest:Thatisagoodidea.Attendant:Overhere,bythebed,therearestiffhandles.8TheroomattendantiscalledtoMs.Wang'sroom.Sheorhe:1)greetsandasksabouttheproblem;2)makesapologiesandpromisestosolvetheproblem;3)asksaboutextrarequests;4)agreestomeettherequestandleavespolitely.Attendant:Goodafternoon,Ms.Wang.Youreportedaproblem?Guest:Yes,that 'sright.Myshowerisrunningandcold.Attendant:Ourapologiesfortheproblem.Iwillhavesomeonetorepairtheshower.Guest:Thankyou.Attendant:IsthereanythingelseIcando?Guest:Ineedanewlightbulbforthedeskthebedroom.Attendant:Iwillchangeitforanewone.Haveagoodday.Iwillcomebackshortly.hot

9ThelaundryattendantgetslaundryfromMs.Lee'soom.Heorshe:1)greetsandasksaboutthelaundry;2)asksabouthowmanypiecesoflaundry;3)offerstofilloutthelaundrylist;4)explainstheexpresslaundryservicepolicy.Attendant:Goodafternoon,Ms.Lee.Iamheretocollectyourlaundry.Guest:Yes,that ght.Comein.Attendant:Howmanyitemsdoyouhaveforwashing?Guest:Well,Ihavethisskirtsuitthatneedstobedry-cleaned.Attendant:Letmefilloutthelaundrylistforyou.Guest:Oh,thankyou.Iforgottodothat.CanIgetthisdonebyexpressservice?Attendant:Theexpressservicewilltaketwohoursandwillcostmore.IsthatOK?Guest:Yes,that 'sfine.Thankyou.10TheroomattendantiscalledtoMrs.Brown'aroom.Sheorhe:1)greetstheguest;2)repeatstheguest'request(forexample,borrowinganadapter)andagreestodoastold;3)asksaboutthevoltageofthehairdryer;4)explainsthereasonforneedingatransformerandtellsaboutthevoltagesintheUSAandEurope.Attendant:Goodafternoon,Mrs.Smith.Guest:Hello.Ineedtoborrowanadapter.Attendant:Anelectricaladapter,certainly.sGuest:Iwanttopluginmyhairdryer.Attendant:Doyouknowwhatvoltageituses?Guest:No.Isthatimportant?Attendant:Electronicsmayneedatransformerifthevoltageisdifferent.IsitfromtheUSAorfromEurope?TheUSAis110volts,andEuropeis220volts.11TheroomattendantiscalledtoMrs.Brown'goom.Sheorhe:1)greetstheguest;2)repeatstheguest'request(forexample,borrowinganadapter)andagreestodoastold;3)givestheguesttheadaptorandaskstheguesttosignaform;4)explainstwowaystoreturntheadaptor;5)leavespolitely.Attendant:Goodafternoon,Mrs.Smith.Guest:Hello.Ineedtoborrowanadapter.Attendant:Anelectricaladapter,certainly.sGuest:Thankyou.Attendant:Hereitis.CanIaskyoutosignthisform?Guest:Okay,I'lltakecareofit.Attendant:Youcanleaveitintheroomorgiveittothecashieratcheck-out.Guest:OK,that'sgreat.Thankyou.Attendant:Ourpleasure.Goodbye.

12TheroomattendantiscalledtoMrs.Green'room.Sheorhe:1)greetstheguestandoffershelp;2)sayssomethingaboutthehotel'childcareserviceandtrainedstaff;3)asksaboutthechild'ageandexplainswhy;4)tellstheguestaboutthebabysittingprice(withaminimumoffourhours).Attendant:Ms.Green.HowmayIhelpyou?Guest:I'dketoknowifyoucouldfindmeababysittertotakecareofmylittleson.Attendant:Yes,ourspeciallytrainedstaffcanofferchildcareservice.sGuest:That'sgood.Attendant:Butwedon 'ttakecareofchildren18monthsold.MayIknowhowoldyoursonis,madam?Guest:Hissecondbirthdayisonlyaweekaway.Attendant:WechargeRMB40yuanfortheservicebythehour,foraminimumoffour.13TheroomattendantiscalledtoMrs.Green'soomtobookthebabysittingservice.Sheorhe:1)tellstheguestthebabysittingprice(withaminimumoffourhours);2)asksaboutthetime;3)repeatsthetotalhoursoftheserviceandasksabouttheguest'roomnumber;4)leavespolitely.Attendant:WechargeRMB40yuanfortheservicebythehour,foraminimumoffourhours.Guest:Quitereasonable.Attendant:Forhowmanyhoursdoyouneedtheservice?Guest:Well,I'lhavetoleaveat5:30p.m.andwon'treturnuntilmidnight.Attendant:OK,that 'llbeabout6hours.Yournumber,madam?Guest:1206,thenameisMrs.Green.Thankyouforyourhelp.Attendant:Wearealwaysatyourservice.14Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandofferstodotheturn-downservice;3)explainstheturn-downservice(fourthingstodo:bedcoverlet,corneroftheblanket,curtainsandlights,etc.);4)explainsmorethingstodo(forexample,bathroom,freshtowels,etc.).Attendant:Housekeeping.MayIcomein?Guest:Yes,please.Attendant:Goodevening.MayIdotheturn-downserviceforyounow?Guest:Whatdoyoumeanbythat?Attendant:Fortheturn-downservice,I'lltakeathebedcoverletandfoldupthecorneroftheblanket.Besides,I drawtHilecurtainsandturnonsomelights.Guest:Hownice.Whatthen?Attendant:I'lcleanthebathroomandbringinsomefreshtowels.underroomway

15Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandofferstodotheturn-downservice;3)explainstheturn-downservice(fourthingstodo:bedcoverlet,corneroftheblanket,curtainsandlights,etc.);4)tellstheguestthewayofnotbeingdisturbed.Attendant:Housekeeping.MayIcomein?Guest:Yes,please.Attendant:Goodevening.MayIdotheturn-downserviceforyounow?Guest:Whatdoyoumeanbythat?Attendant:Fortheturn-downservice,I'lltakeathebedcoverletandfoldupthecorneroftheblanket.Besides,I drawtHilecurtainsandturnonsomelights.Guest:Oh,Isee.ButI 'mhavingsomefrienow.Wouldyoucomebacktodotheserviceintwohours?Attendant:Yes,ofcourse.YoumayalsopresstheDNDsignonthepanelofthenightstandifyoudon'twanttobedisturbedforthetimebeing.16Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandofferstodotheturn-downservice;3)explainstheturn-downservice(fourthingstodo);4)agreestodoasrequested.Attendant:Roomattendant.MayIcomein?Guest:Yes,please.Attendant:Goodevening.Wouldyoulikemetodotheturn-downserviceforyounow?Guest:Whatdoyoumeanbyturn-downservice?Canyoutellmeaboutit?Attendant:Byturn-downservice,itmeansIwillcleanuptheroom,makethebed,cleanthebathroom,replacethelinens,anddrawthecurtains,etc.Guest:Ihavejusttakenabath.Thereisnobathrobeinthebathroom.Attendant:Don'tworry.Iwillbringinanewbattrobe.ndsover

17Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandoffershelp;3)repeatstheguest'requestandasksaboutchangingthebedsheets;4)asksaboutlaundry.Attendant:Housekeeping.MayIcomein,please?Guest:Yes,thedoorisopen.Attendant:HowcanIhelpyou,ma 'am?Guest:I'dlikesomefreshtowelsintheroom.Attendant:Somefreshtowels.I'getthemrightaway.Wouldyoulikemetoalsochangethebedsheets?Guest:Yes,thatwouldbefine.Couldyoualsoturndownthebedcovers?Attendant:Certainly,ma'am.PerhapsyouhavesomelaundryIcantaketobecleaned.Guest:Right.Idohavesomeclothesinthelaundrybag.18Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)respondstotheguest 'srequexample,itisstuffyintheroom);2)respondstotheguest'request(forexample,difficulttofindthelightswitchintheevening);3)agreestovacuumtheroom;4)respondstotheguestrequiess(forexample,wishingtoreadnewspapersintheevening).Guest:Itgetsstuffyinthisroom.Attendant:I'lbpenthewindowwhileyouareaway,andmakesuretocloseitbeforeyoureturn.eGUest:Excellent.IcanneverfindthelightswitchwhenIgetbackintheevening.Attendant:I'makesuretoleavethebedstandlamponafterIfinishcleaningup.Guest:Areyougoingtovacuum?Attendant:Certainly,ma'am.Wevacuumourroomseveryday.Guest:I'dliketoreadsomenewspaperseinrdbmintheevening.19TheroomattendantiscalledtoMrs.Lee'aroom.Sheorhe:1)greetstheguestandoffershelp;2)agreestoanextrabedandaskstheguesttocontacttheFrontDesk;3)explainsthechargeforanextrabed;4)leavespolitely.Attendant:Goodafternoon,Mrs.Lee.HowcanIhelpyou?Guest:Iwillhaveafriendcomingfromanothercitytovisitme.Couldyouputanextrabedinmyroom?Attendant:Certainly,madam.ButyouneedtocalltheFrontDeskfirst.Guest:Isthereanextrachargefortheextrabed?Attendant:Thesurchargeishalftheroomrate.Guest:Thanks.Attendant:I'llbringupthatrollawayforyouriglaway.it

TheroomattendantiscalledtoMs.Wang'sroom.Sheorhe:1)respondstotheguest'requestforWi-Fiintheroom;2)explainstheextracostoftheuseofin-roomWi-Fi;3)explainswheretheguestcangetfreeWi-Fi(inthelobby,forexample);4)explainsthewaytopayforthein-roomWi-FiandgivestheWi-Fipassword.Guest:Excuseme,butcanIusetheInternetorWi-Fiinmyroom?Attendant:Yes,wehaveWi-Fiintheroom,butitcostsextra.Guest:Howmuchdoesitcost?Attendant:It 's5dollarsperhour.IsthatOkayyou?Guest:Well…Em…InwhichpartofthehotelcaIgetfreeWi-Fi?Attendant:YoucanonlygetfreeWi-Fiinthelobbyarea.Guest:ThenI'lltaket-rocjmWi-Fi.Ican'twithoutit.Attendant:Okay,itwillbechargedtoyourroomaccount.And,hereisyourpassword:Cjouan552.Guest:Thanks.forinliveTheroomattendantknocksatthedoorofaguestroom.Sheorhe:1)askstoentertheroom;2)greetstheguestsandoffershelp;3)explainsaboutthetapwater(hotwaterandcoldwater);4)explainshowtogethotdrinkablewater.Attendant:Housekeeping.MayIcomein?Guest:Yes,please.Attendant:Goodevening,madam.HowmayIhelpyou?Guest:Isthehottapwaterdrinkable?Attendant:No,sir.Neitherthecoldtapwaternorthehottapwaterisdrinkable.Guest:WherecanIgethotdrinkablewater?Attendant:Thereisakettleoverthere.Guest:Thankyousomuch.2021

22ThelaundryattendantiscalledtoMrs.Lee'aroom.Sheorhe:1)greetstheguestandofferstocollectlaundry;2)explainswheretoleavethelaundryandthetimetocollectlaundry;3)explainsthehotelpolicyforlaundrydamage;4)leavespolitely.Attendant:Excuseme.Doyouhaveanylaundry?I'mheretocollect.itGuest:No,notnow,thankyou.Attendant:Ifyouhaveany,pleasejustleaveitinthelaundrybagbehindthebathroomdoor.Wecomeovertocollectiteverymorning.Guest:Isee.Whatifthereisanylaundrydamage?Iwonderifyourhotelhasapolicyondealingwithit.Attendant:Insuchacase,thehotelshouldcertainlypayforit.Theindemnityshallnotexceedtentimesthelaundry.Guest:Thatsoundsquitereasonable.Ihopethere'snodamageatall.Attendant:Don'tworry,sir.Ourlaundryworkerhasrichexperienceintheirwork.ieres23Itis13:00p.m.ThelaundryattendantiscalledtoMrs.Lee'5room.Sheorhe:1)greetstheguestandoffershelp;2)agreestocollectlaundry;3)explainsthetimetoreturnthelaundry;4)respondstotheguest'srequestforreturninglaundrythesameday;5)explainsthetimethattheexpresslaundryservicetakes.Attendant:HowmayIhelpyou?Guest:Hi.I 'vegotabunchofdirtyclothesup1Attendant:I 'lltakecareofthatrightaway,sir.Guest:Whenwillyoureturnmyclothes?>Attendant:Normallyclothescollectedbefore10:00a.m.canbereturnedthesameday,butnowit'noon.I'nafraidyourclothescanbereturnedtoyourroomtomorrowmorning.Guest:That'toobad.Ineedtheclothestoday.thehat'stobedone?Attendant:Don'tworry,sir.Youcantryourexpresslaundryservice.Guest:Howlongdoesittake?Attendant:Usuallyexpresslaundryservicecanbefinishedwithinfourhours.Guest:Great!

Guest:Ineedtheclothestoday.What 'Attendant:Don'tworry,sir.Youcantryourstobedone?Itis13:00p.m.ThelaundryattendantiscalledtoMs.Wang'sroom.Sheorhe:1)respondstotheguest'requestforreturningthelaundrythesameday;2)explainsthetimetheexpresslaundryservicetakes;3)explainsthecostfortheexpresslaundryservice;4)agreestoplacethecleanedclothesproperly.expresslaundryservice.Guest:Howlongdoesittake?Attendant:Usuallyexpresslaundryservicecanbefinishedwithinfourhours.Guest:Great!Attendant:I'mafraidthereisadditionalchargeit.It's50%more.Guest:Okay,I'taketheexpresslaundryservice.SoitispossibletogetmyclothesbackandstoredintheclosetbythetimeIreturn?Attendant:That'snoproblem,madam.Ionhangersinthecloset.for'llputthemTheroomattendantiscalledtoMrs.Lee'sroom.Sheorhe:1)greetstheguestandoffershelp;2)makesapologiesandrespondstotheguests'complaintoftheairconditionerandthetoilet;3)makesapologiesandpromisestofindsomeonetochecktheproblem;4)respondstotheguest'requestforEnglishpapers.Attendant:Goodmorning,Mrs.Lee.CanIhelpyou?Guest:Theairconditionerdoesn 'twork.isveryhot.Thetoiletdoesn 'tflush,too.Attendant:I'nsorry.I'sendsomeonefromthemaintenanceuptoyourroom.Guest:Justasecond,thedoorwon 'tlocksAttendant:I'msorry.I'llcalltheSecuritydepartmenttochecktheproblem.Guest:Thanks.CouldyoupleasebringmetodayEnglishpaperplease?Attendant:I'llsendittoyoushortly.Theroomafely.，s2425TheroomattendantiscalledtoMs.Green'sroom.Sheorhe:1)greetstheguestandoffershelp;2)wantstoknowtheproblem;3)makesapologiesandrespondstotheguest'csmplaintofthetapinthebathroom;4)offerstochangetheroomfortheguest.Attendant:Housekeeping.HowmayIhelpyou?Guest:Yes.TherearealotofproblemsinRoom1512.Canyougetsomeoneuphere?Attendant:MayIknowwhat'swrong?Guest:It'tbetapinthebathroom.Also,thereisneithersoapnortowel.Attendant:Iamterriblysorryaboutit,sir.Wellsendarepairmanthereimmediately.Guest:Thefloorlampjustwentout.Attendant:That'bad.Wouldyouliketochangeyourroom,sir?Guest:No,IlikethisroombecauseIcanenjoyawonderfulviewhere.TheroomattendantiscalledtoMs.Wang'sroom.Sheorhe:1)greetstheguestandoffershelp;2)showstheguestwherethesafedepositboxis;3)tellstheguestwheretofindtheinstructionsonhowtousethesafe;4)tellstheguestyouareunabletomeetherrequestforanadaptor.Attendant:Goodmorning,Ms.Wang.HowmayIhelpyou?Guest:Hello.Iwanttoknowwheretodepositmyvaluables.Attendant:Wehavethein-roomsafedepositbox.Itisinthecloset.Guest:Doyouknowhowtouseit?Attendant:Yes.YoucanfindtheinstructionseitherintheServiceDirectoryorreadthemonthesafe.Guest:CanIborrowanadaptor?Attendant:Iamafraidwelentoutalltheadapterstoday.262728TheroomattendantiscalledtoMs.Smith'room.Sheorhe:1)greetstheguestandoffershelp;2)asksaboutthetypeofextrabed(forexample,childrenoradults);3)tellstheguesthowtochargefortheextrabed;4)asksaboutthetimeofsendingthebedupintotheroom.Attendant:Goodafternoon,madam.HowmayIhelpyou?Guest:Yes,I'dketohaveanextrabedinourroom.Attendant:Yes,Ms.Smith.Whatkindofbeddoyouneed?Forchildrenorforadults?Guest:Forourmother.Attendant:I'mafraidwehavetochargehalfofroomnightrateforsuchabed,thatis,RMB425yuanor70USdollarspernight.Guest:OK,wewilltakeone.Attendant:Whendoyouwishthebedtobeplacedinyourroom,sir?Guest:Eh,anytimebeforeourmotherarrives.29TheroomattendantiscalledtoMs.Smith'room.Sheorhe:1)greetstheguestandoffershelp;2)wantstoknowtheproblem;3)offerstotakecareofcleaningtheroom;4)respondstothedamageofthemirrorinthebathroom.Attendant:Goodmorning,Mr.Smith.MayIhelpyou?Guest:Goodmorning,Ihopeyoucan.Lastnight,Ihadtwofriendscomingintomyroomtocelebratemybirthday,buttheydranktoomuch.Attendant:Canyoutellmewhathappened?Guest:Yes.Theyhadbrokenamirrorinthebathroom.Theyhadafight.Attendant:Don'tworrytoomuchaboutit.I'getsomeonetocleantheroomfirst.Guest:Yes,please.Attendant:AndI'llnformtheMaintenance.ButI'mafraidyou'llhavetopayforthedamage.one

30TheroomattendantiscalledtoMr.Scott'soom.Sheorhe:1)expressessympathyfortheguestnotfeelingwellandwantstoknowtheproblem;2)advisestheguesttoseeadoctor;3)regretsfornotbeingabletobuytheguestsomemedicineandexplainsthereason;4)offerstoshowtheguestthewaytothehotelclinic.Attendant:I'msorrytohearthatyouarenotfeeliwell.What'sthematter,Mr.Scott?Guest: