酒店情景英語試卷及答案

一、單項選擇題（總共10題，每題2分）1.WhenaguestasksfortheWi-Fipassword,thecorrectresponseis:A.Iamsorry,Idon'tknow.B.Sure,itis'hotel123'.C.Wi-Fiisnotworkingtoday.D.Youneedtopayfortheinternet.Answer:B2.Ifaguestrequestsawake-upcallat6:00AM,thehotelstaffshould:A.Informtheguestit'stooearlyforawake-upcall.B.Setthealarmfortheguest'sroom.C.Telltheguesttheycannotprovidewake-upcalls.D.Asktheguestiftheyneedbreakfastdeliveredtoo.Answer:B3.Whenaguestcomplimentsthehotel'sservice,theappropriateresponseis:A.It'sallpartofthejob.B.Thankyou,wearegladyouenjoyedyourstay.C.Wearenotgettingpaidenoughforthis.D.Youshouldtellthemanageraboutit.Answer:B4.Ifaguestischeckingoutandhasacreditcardissue,thehotelshould:A.Refusethetransactionuntiltheissueisresolved.B.Offertosplitthepaymentintocashandcredit.C.Assisttheguestinresolvingthecreditcardproblem.D.Suggesttheguestuseadifferentroom.Answer:C5.Whenaguestasksfordirectionstothenearestrestaurant,thestaffshould:A.Telltheguesttheyarenotallowedtogiveoutdirections.B.Politelyprovidetheguestwiththeinformation.C.Ignoretheguest'srequest.D.Asktheguestiftheyhaveaspecifictypeofcuisineinmind.Answer:B6.Ifaguestrequestsextrapillows,thehotelstaffshould:A.Telltheguesttherearenoextrapillowsavailable.B.Politelybringtheextrapillowstotheguest'sroom.C.Asktheguestiftheywanttoupgradetoahigherroomcategory.D.InformtheguestthatextrapillowsareonlyforVIPguests.Answer:B7.Whenaguestcomplainsabouttheirroombeingtoonoisy,thehotelshould:A.Telltheguesttheyarebeingtoosensitive.B.Investigatethenoiseissueandtakeappropriateaction.C.Offertheguestadifferentroomwithoutanycompensation.D.Suggesttheguestuseearplugs.Answer:B8.Ifaguestasksforatourofthehotel,thestaffshould:A.Refusetherequest,asitisnotpartoftheirjob.B.Politelyinformtheguestthattoursarenotavailable.C.Arrangeatourfortheguest.D.Asktheguestiftheyareinterestedinpurchasingatourpackage.Answer:C9.Whenaguestrequestsalatecheck-out,thehotelshould:A.Automaticallydenytherequestwithoutanyconsideration.B.Chargetheguestforanextendedstay.C.Politelyaccommodatetheguest'srequestifpossible.D.Informtheguestthattheycannotstaylaterthanthecheck-outtime.Answer:C10.Ifaguestleavesatip,thehotelstaffshould:A.Refusethetip,asitisnotacceptedinthehotelpolicy.B.Acceptthetipandthanktheguestfortheirgenerosity.C.Sharethetipwithothernon-staffmembers.D.Ignorethetipandpretendnottoseeit.Answer:B二、多項選擇題（總共10題，每題2分）1.Whichofthefollowingarecommonamenitiesinhotelrooms?A.TelevisionB.CoffeemakerC.AirconditioningD.MicrowaveAnswer:A,B,C,D2.Hotelstaffshouldbetrainedin:A.CustomerserviceskillsB.FirstaidC.ForeignlanguagesD.HousekeepingAnswer:A,B,C3.Whenhandlingaguestcomplaint,staffshould:A.Listentotheguest'sconcernsB.ApologizefortheinconvenienceC.OfferasolutionoralternativeD.BlameotherdepartmentsfortheissueAnswer:A,B,C4.Hotelsafetyprotocolsinclude:A.FiredrillsB.SecureguestroomentriesC.EmergencyexitsignsD.RegularsecuritychecksAnswer:A,B,C,D5.Whichofthefollowingareexamplesofhotelservices?A.RoomserviceB.SpatreatmentsC.FitnesscenterD.LaundryserviceAnswer:A,B,C,D6.Whenaguestchecksin,thestaffshould:A.Verifytheguest'sidentificationB.Provideacopyofthehotel'srulesandregulationsC.OfferawelcomedrinkD.Processtheguest'spaymentAnswer:A,B,D7.Hotelstaffshouldbepoliteandprofessionalwhen:A.AnsweringthephoneB.InteractingwithguestsC.CleaningroomsD.HandlingcomplaintsAnswer:A,B,C,D8.Whichofthefollowingareimportantforhotelmarketing?A.OnlinereviewsB.SocialmediapresenceC.LoyaltyprogramsD.LocalpartnershipsAnswer:A,B,C,D9.Hotelstaffshouldbeawareof:A.CulturaldifferencesB.GuestpreferencesC.EmergencyproceduresD.HotelpoliciesAnswer:A,B,C,D10.Hotelmanagementshouldfocuson:A.GuestsatisfactionB.OperationalefficiencyC.EmployeetrainingD.FinancialperformanceAnswer:A,B,C,D三、判斷題（總共10題，每題2分）1.Itisacceptableforhotelstafftousealoudtonewhenspeakingtoguests.2.Hotelstaffshouldalwaysprioritizetheirpersonalneedsoverguestrequests.3.Offeringacomplimentarybreakfastisastandardhotelservice.4.Itisappropriateforhotelstafftoshareguestinformationwithotherstaffmemberswithoutpermission.5.Hotelstaffshouldbeabletospeakmultiplelanguagestoassistinternationalguests.6.Handlingaguestcomplaintrequiresacalmandempatheticapproach.7.Hotelsafetyprotocolsareonlynecessaryforhigh-risehotels.8.Hotelstaffshouldbetrainedinbasicfirstaidtohandleemergencies.9.Itisacceptableforhotelstafftoaccepttipsfromguests.10.Hotelmanagementshouldfocussolelyonincreasingrevenue.Answer:1-False,2-False,3-True,4-False,5-True,6-True,7-False,8-True,9-True,10-False四、簡答題（總共4題，每題5分）1.Howshouldhotelstaffhandleaguestwhoisupsetaboutaserviceissue?Answer:Hotelstaffshouldfirstlistentotheguest'sconcernswithoutinterruption,apologizeforanyinconveniencecaused,andthenofferasolutionoralternative.Itisimportanttoremaincalm,empathetic,andprofessionalthroughouttheinteractiontoresolvetheissuesatisfactorily.2.Whatarethekeyqualitiesofagoodhotelstaffmember?Answer:Agoodhotelstaffmembershouldpossessexcellentcustomerserviceskills,bepoliteandprofessional,haveastrongworkethic,beabletohandlestressfulsituationscalmly,beknowledgeableabouthotelservicesandpolicies,andbewillingtogoaboveandbeyondtoensureguestsatisfaction.3.Howcanhotelstaffimproveguestsatisfaction?Answer:Hotelstaffcanimproveguestsatisfactionbyprovidingpromptandefficientservice,beingattentivetoguestneeds,maintainingacleanandcomfortableenvironment,personalizedservice,andaddressinganyissuesorcomplaintspromptlyandeffectively.4.Whataretheimportanceofhotelsafetyprotocols?Answer:Hotelsafetyprotocolsarecrucialforensuringthesafetyandwell-beingofguestsandstaff.Theyhelpinpreventingaccidents,handlingemergencieseffectively,maintainingasecureenvironment,andcomplyingwithlegalrequirements.Safetyprotocolsalsocontributetobuildingtrustandconfidenceamongguests,enhancingtheoverallreputationofthehotel.五、討論題（總共4題，每題5分）1.Discusstheroleoftechnologyinmodernhoteloperations.Answer:Technologyplaysasignificantroleinmodernhoteloperationsbyenhancingguestexperience,improvingefficiency,andstreamliningprocesses.Itenablesonlinebookings,roomautomation,contactlesscheck-inandcheck-out,mobileappsforservices,anddataanalyticsforbetterdecision-making.Technologyalsofacilitatescommunicationbetweenstaffandguests,leadingtopersonalizedandconvenientservices.2.Howcanhotelstaffhandledifficultguests?Answer:Hotelstaffcanhandledifficultguestsbyremainingcalm,patient,andempathetic.Theyshouldlistenactivelytotheguest'sconcerns,apologizeforanyinconveniencecaused,andoffersolutionsoralternatives.Itisimportanttomaintainaprofessionaldemeanor,avoidarguments,andseekassistancefromsupervisorsifnecessary.De-escalationtechniquesandeffectivecommunicationskillsarecrucialinmanagingdifficultsituations.3.Discusstheimportanceofculturalsensitivityinhotelservice.Answer:Culturalsensitivityisessentialinhotelserviceasitensuresrespectfulandappr