2026年酒店英語(yǔ)服務(wù)會(huì)話考試模擬題含答案一、選擇題（共10題，每題2分，共20分）1.Whenaguestasksfordirectionstothenearestrestaurant,whichresponseismostappropriate?A."Sorry,Idon'tknow."B."Yes,thereisoneonthesecondfloor."C."Certainly.It’saboutfiveminutes’walktotheright."D."Youcanasktheconciergeformoredetails."2.Aguestcomplainsabouttheroom’spoorWi-Fi,whatshouldthestaffsay?A."That’snotmyproblem."B."Iunderstand.I’llcheckiftheengineercanfixit."C."AllroomshavefreeWi-Fi.Maybeyou’reusingthewrongdevice."D."Whyareyoumakingabigdealoutofit?"3.Howshouldafrontdeskagentgreetaguestuponcheck-in?A."Welcometoourhotel.Here’syourkey."B."Goodmorning.Areyouhereforaparty?"C."Doyouhaveareservation?"(ifnot)"Thenyoucan’tstayhere."D."Ihopeyouhadanicetrip.Here’syourroomkey."4.Ifaguestrequestsawake-upcall,whichstatementisbest?A."Sure,butIdon’trememberyournumber."B."Ican’tsetitbecauseIdon’thaveyourphone."C."Okay,I’llwriteitdown.Don’tforgettoconfirmlater."D."Wake-upcallsarenotfree.You’llhavetopayextra."5.Aguestasksifthehoteloffersairportshuttleservice,whatshouldthestaffanswer?A."No,wedon’tprovideanytransport."B."Yes,butonlyforVIPguests."C."Yes,wecanarrangeitforanadditionalfee."D."I’mnotsure.Askthemanager."6.Whenaguestrequestsextratowels,whichresponseispolite?A."Whydoyouneedmoretowels?"B."Sure,I’llbringthemin10minutes."C."Extratowelsarenotincludedintheprice."D."Ican’tgetthembecauseI’mbusy."7.Aguestasksforawake-upcallat6:00AM,whatshouldthestaffsay?A."6:00AM?That’stooearlyforawake-upcall."B."Okay,I’llsetit,butyoumightfinditdifficulttowakeup."C."I’llmakesureit’sset,butI’mnotresponsibleifyouoversleep."D."Noproblem.I’llwriteitdownandconfirmtomorrow."8.Ifaguestrequestsalatecheck-out,whichstatementismostprofessional?A."Sorry,butwecan’tdothat."B."Sure,butwe’llchargeyouextra."C."I’llcheckwithmymanagerandgetbacktoyou."D."Whydoyouneedalatecheck-out?"9.Aguestasksifthehotelhasabusinesscenter,whatshouldthestaffsay?A."Yes,butit’sonlyforVIPguests."B."No,wedon’thaveone."C."Yes,it’sonthethirdfloorandopen24hours."D."I’mnotsure.Askthemanager."10.Whenaguestcomplimentstheservice,whichresponseisbest?A."Thankyou,butyoushouldtellthemanager."B."I’mgladyoulikedit.Doyouneedanythingelse?"C."You’rewelcome.It’sjustmyjob."D."That’snice.Whyareyoutellingme?"二、情景對(duì)話題（共5題，每題4分，共20分）Scenario1:GuestCheck-InStaff:"Goodevening.Welcometo[HotelName].HowcanIassistyou?"Guest:"IhaveareservationunderthenameSmith.CanIcheckinnow?"Question:Whatshouldthestaffsaynext?A."Sure,butyouneedtopaythedepositfirst."B."Idon’tseeyourreservation.Canyouprovidemoredetails?"C."Ofcourse,I’llcheckitnow.Pleasewaitamoment."D."Whydoyouwanttocheckinsolate?"Scenario2:RoomServiceComplaintStaff:"Goodevening.IsthereanythingIcangetforyou?"Guest:"Iorderedthesteakfromroomservice,butitwascold."Question:Whatshouldthestaffsay?A."I’msorrytohearthat,butwecan’tdoanythingaboutit."B."I’lltakeitbackandbringafreshonerightaway."C."Allmealsarepre-cooked.Youcan’trequestaremake."D."Whydidn’tyoutellusearlier?"Scenario3:ConciergeAssistanceStaff:"Goodafternoon.HowcanIhelpyou?"Guest:"IneedhelpfindingarestaurantthatservesauthenticThaifoodnearhere."Question:Whatshouldthestaffsay?A."Idon’tknowanyThairestaurantsaroundhere."B."Sure,I’llguideyoutoaplaceIrecommend."C."Allrestaurantsinthisareaaregeneric.Youwon’tfindanyThaifood."D."WhydoyouneedtoeatThaifood?"Scenario4:HousekeepingRequestStaff:"Hello.Doyouneedanythingfromthehousekeepingservice?"Guest:"Yes,couldyoupleasechangemybedlinens?"Question:Whatshouldthestaffsay?A."Ican’tchangebedlinens.Askthefrontdesk."B."Sure,I’llsendsomeonetoyourroomin30minutes."C."Changinglinensisnotincludedintheroomrate."D."Whydoyouwanttochangethemnow?"Scenario5:GuestFeedbackStaff:"Thankyoufordiningwithus.Howwasyourexperience?"Guest:"Theservicewasexcellent,buttheWi-Fiwasveryslow."Question:Whatshouldthestaffsay?A."I’msorry,butwecan’tfixtheWi-Fi."B."I’llreportyourfeedbacktothetechnicalteam."C."TheWi-Fiisprovidedbyyourdevice.Checkyoursettings."D."Whydidn’tyoutellusearlier?"三、完形填空題（共10題，每題2分，共20分）Fillintheblankswiththemostappropriatewordsfromthelistbelow.Note:Eachwordcanbeusedonlyonce.1._1_youneedanyassistanceduringyourstay,pleasedon’thesitatetocontactus.2.Thehoteloffersacomplimentarybreakfast,whichisservedfrom6:30_2_10:00AMinthelobby.3.Ifyouhaveany_3_aboutourservices,ourconciergeisalwaysreadytohelp.4.Thespaislocatedonthe_4_floorandoffersavarietyoftreatments.5.Ourroomservicemenuisavailable_5_6:00PMto11:00PM.6.For_6_guests,weprovideaprivatecarservicetotheairport.7.Pleaseleaveyourvaluablesinthe_7_safeatthefrontdesk.8.Thefitnesscenteris_8_fromthemainbuildingandopen24hours.9.Ifyou’relookingforaplaceto_9_afterdinner,wehaveacozybarnearthelobby.10.Allourroomsareequippedwith_10_Wi-Fiforyourconvenience.AnswerKey:1.If2.to3.inquiries4.third5.until6.VIP7.hotel8.adjacent9.unwind10.free四、翻譯題（共5題，每題4分，共20分）TranslatethefollowingphrasesintoEnglish:1.晚餐預(yù)訂2.機(jī)場(chǎng)接送服務(wù)3.額外毛巾4.晚退服務(wù)5.商務(wù)中心AnswerKey:1.Dinnerreservation2.Airportshuttleservice3.Extratowels4.Latecheck-outservice5.Businesscenter五、簡(jiǎn)答題（共5題，每題4分，共20分）1.Whatshouldafrontdeskagentsaywhenaguestchecksinforthefirsttime?2.HowshouldstaffrespondifaguestcomplainsaboutslowWi-Fi?3.Whatisthebestwaytohandleaguestwhorequestsawake-upcall?4.Howcanaconciergeassistaguestlookingforarestaurant?5.Whatshouldstaffsaywhenaguestcomplimentstheservice?AnswerKey:1."Welcometo[HotelName].I’llcheckyourreservationnow.Pleasewaitamoment.Here’syourkeycard.IsthereanythingelseIcanassistyouwith?"2."I’msorrytohearthat.I’llcheckiftheengineercanfixitrightaway.Inthemeantime,youcanusetheguestWi-Fiinthelobby."3."Ofcourse,I’llsetitforyou.Couldyouconfirmitinthemorning?Also,letmeknowifyouneedanyotherassistance."4."Certainly.Icanrecommend[nameofanearbyrestaurant].It’sknownforitsauthenticcuisine.Wouldyoulikemetomakeareservationforyou?"5."Thankyouverymuchforyourcompliment.Westrivetoprovidethebestservicepossible.IsthereanythingelseIcandoforyou?"六、寫作題（1題，10分）Writeashortemailtoaguestwholeftnegativefeedbackabouttheroom’scleanliness.Subject:ResponsetoYourFeedbackAnswerKey:Subject:ResponsetoYourFeedbackDear[Guest’sName],Thankyoufortakingthetimet