酒店英語試卷及答案

一、單項選擇題1.Whenaguestarrivesatthehotel,thefrontdeskclerkshouldsay“______”A.Whatdoyouwant?B.Welcometoourhotel.C.Howareyou?D.Canyouhelpme?Answer:B2.Ifaguestasksforanon-smokingroom,theclerkcanreply“______”A.I'msorry,wedon'thaveanyrooms.B.Ofcourse,wehaveanon-smokingroomavailableforyou.C.Allourroomsaresmokingrooms.D.Youcan'tgetanon-smokingroomhere.Answer:B3.Theword“suite”means______inChinese.A.標準間B.單人間C.套房D.豪華間Answer:C4.Whenaguestwantstocheckin,theclerkmayask“______”A.Doyouhaveareservation?B.What'syourname?C.Howoldareyou?D.Whereareyoufrom?Answer:A5.“I'dliketobookaroomforthreenights.”Here“book”means______A.閱讀B.預(yù)定C.購買D.參觀Answer:B6.Ifaguestcomplainsaboutthenoiseintheroomnextdoor,thehotelstaffshouldsay“______”A.It'snotourproblem.B.We'lllookintoitrightaway.C.Youshouldbearit.D.There'snothingwecando.Answer:B7.Thephrase“roomservice”refersto______A.客房服務(wù)B.前臺服務(wù)C.餐飲服務(wù)D.洗衣服務(wù)Answer:A8.Whenaguestasksforextrapillows,thehotelstaffcansay“______”A.No,wedon'thaveanypillows.B.Sure,we'llsendthemtoyourroomrightaway.C.Youcan'thaveextrapillows.D.Waituntiltomorrow.Answer:B9.“Check-outtimeis12noon.”Theword“check-out”means______A.入住B.退房C.登記D.結(jié)賬Answer:B10.Ifaguestwantstoknowthepriceofaroom,theclerkcansay“______”A.Itdependsonthetypeofroomyouchoose.B.Idon'tknow.C.It'sveryexpensive.D.Youcan'taffordit.Answer:A二、多項選擇題1.Whichofthefollowingcanbeusedtogreetguestsatthehotel?A.Goodmorning.B.Goodafternoon.C.Goodevening.D.Hello.Answer:ABCD2.Whenaguestismakingareservation,thefrontdeskclerkmayneedtoknow______A.ThearrivaldateB.ThedeparturedateC.ThetypeofroomD.ThenumberofguestsAnswer:ABCD3.Whichofthefollowingaretypesofroomsinahotel?A.SingleroomB.DoubleroomC.TwinroomD.FamilyroomAnswer:ABCD4.Thehotelstaffshouldbeabletohandleguestcomplaintssuchas______A.NoisyneighborsB.DirtyroomsC.MalfunctioningfacilitiesD.SlowserviceAnswer:ABCD5.Servicesprovidedbyahotelmayinclude______A.LaundryserviceB.ConciergeserviceC.FitnesscenteraccessD.AirportshuttleserviceAnswer:ABCD6.Whenshowingaguesttotheirroom,thehotelstaffcansay______A.Thisway,please.B.Yourroomisonthethirdfloor.C.Hereisyourroomkey.D.Enjoyyourstay.Answer:ABCD7.Whichofthefollowingexpressionscanbeusedtoaskforguest'spreferences?A.Whatkindofroomwouldyoulike?B.Doyoupreferasmokingornon-smokingroom?C.Wouldyoulikearoomwithaview?D.Howmanybedsdoyouneed?Answer:ABCD8.Ifaguestforgetstheirroomkey,thehotelstaffshould______A.ProvideasparekeyB.Checktheguest'sidentityC.ChargeafeeforthenewkeyD.HelptheguestrememberwheretheyleftitAnswer:AB9.Thehotelmayofferdifferentratesdependingon______A.SeasonB.LengthofstayC.RoomtypeD.AvailabilityAnswer:ABCD10.Whichofthefollowingareimportantaspectsofhotelcustomerservice?A.FriendlinessB.EfficiencyC.ProfessionalismD.PatienceAnswer:ABCD三、判斷題1.Whenaguestarrivesatthehotel,thestaffshouldignorethemuntiltheyapproachthefrontdesk.(False)2.A“doubleroom”usuallyhastwosinglebeds.(False)3.Ifaguestrequestsalatecheck-out,thehotelshouldalwayssayno.(False)4.Thehotelstaffshouldalwaysbepoliteandfriendlytoguests.(True)5.“Reservation”meansthesameas“book”.(True)6.Ifaguestcomplainsaboutthefoodinthehotelrestaurant,thefrontdeskhasnothingtodowithit.(False)7.Theword“elevator”isthesameas“l(fā)ift”inBritishEnglish.(True)8.Whenaguestchecksin,thestaffdoesn'tneedtoinformthemaboutthehotelfacilities.(False)9.“Roomrate”referstothepriceofaroom.(True)10.Ifaguestwantstochangetheirroom,thehotelstaffshouldrefuse.(False)四、簡答題1.Describetheprocessofcheckinginaguestatahotel.Whenaguestarrivestocheckin,thefrontdeskclerkfirstgreetstheguestwarmly.Then,asksiftheguesthasareservation.Ifyes,theclerkverifiestheguest'sinformation,suchasname,arrivalanddeparturedates.Next,assignsaroomaccordingtotheguest'srequestandavailability.Givestheguesttheroomkeyandprovidesinformationabouttheroomlocation,hotelfacilitiesandservices.Finally,wishestheguestapleasantstay.2.Whatshouldahotelstaffdowhenaguestcomplainsaboutadirtyroom?Thestaffshouldfirstapologizesincerelytotheguestfortheinconvenience.Then,immediatelyarrangefortheroomtobecleanedthoroughlybyhousekeepingstaff.Whiletheroomisbeingcleaned,thestaffcanoffertheguestalternativeoptionssuchasatemporarywaitingareaoracomplimentarydrink.Afterthecleaningisdone,thestaffshouldfollowupwiththeguesttoensuretheirsatisfaction.3.Howcanahotelstaffhandleasituationwhereaguestrequestsanearlycheck-in?Thestaffshouldfirstchecktheroomavailabilityforearlycheck-in.Iftherearecleanandavailablerooms,theycanarrangefortheguesttocheckinimmediately.Ifnot,thestaffshouldexplainthesituationtotheguestpolitely,offertostoretheguest'sluggage,andinformtheguestabouttheearliestpossiblecheck-intime.Theycanalsokeeptheguestupdatedifaroombecomesavailableearlier.4.Explaintheimportanceofgoodcommunicationskillsforhotelstaff.Goodcommunicationskillsarecrucialforhotelstaff.Ithelpsincreatingapositivefirstimpressionwhengreetingguests.Clearcommunicationensuresthatguests'requestsareaccuratelyunderstoodandfulfilled.Whenhandlingcomplaints,effectivecommunicationcansootheguests'dissatisfactionandresolveissues.Italsohelpsinpromotinghotelservicestoguests,enhancingtheoverallguestexperienceandbuildinggoodrelationships,whichisbeneficialforthehotel'sreputationandbusiness.五、討論題1.Discusshowahotelcanimproveitscustomerservicetoenhanceguestsatisfaction.Ahotelcanimprovecustomerserviceinmultipleways.Firstly,stafftrainingisessential.Well-trainedstaffcanhandlevariousguestrequestsprofessionallyandwithasmile.Secondly,upgradingfacilitiesregularlytomeetmodernguestneeds,likehigh-speedWi-Fiandcomfortablebedding.Thirdly,personalizedservice,suchasrememberingguests'preferencesfrompreviousstays.Also,quickresponsetoguestcomplaintsandfeedbackisvital.Byaddressingissuespromptly,thehotelcanturnadissatisfiedguestintoaloyalone.2.Supposealargegroupofguestsiscomingtothehotel.Howshouldthehotelprepare?Thehotelshouldstartbycoordinatingwiththegrouporganizertoconfirmdetailslikearrivalanddeparturetimes,numberofguests,roomtypesrequired.Thefrontdeskshouldhaveenoughstaffondutytohandlethecheck-inprocesssmoothly.Housekeepingshouldensureallroomsarecleanandreadyinadvance.Thekitchenshouldplanthecateringaccordingtothegroup'spreferences.Thehotelmayalsopreparewelcomeamenitiesandspecialactivitiestomakethegroupfeelwelcome.3.Whatarethechallengesthathotelstaffmayfaceindealingwithinternationalguests,andhowcantheyovercomethem?Onechallengeislanguagebarriers.Staffmaystruggletounderstandguests'requests.Toovercomethis,staffcanlearnbasicphrasesincommonlanguagesandusetranslationtools.Anotherchallengeisculturaldifferences.Differentcultureshavedifferentcustomsandexpectations.Staffshouldbetrainedincross-cultura