2025年高職酒店英語（酒店應用）試題及答案

（考試時間：90分鐘滿分100分）班級______姓名______第I卷（選擇題，共40分）本卷共20小題，每小題2分。在每小題給出的四個選項中，只有一項是符合題目要求的。請將正確答案的序號填在題后的括號內(nèi)。1.Whenaguestchecksinatthehotel,thereceptionistshouldfirstgreettheguestwitha________.A.smileB.nodC.handshakeD.bow2.Whichofthefollowingisthecorrectwaytoanswerthephoneinahotel?A.“Hello,whoareyou?”B.“Goodmorning/afternoon/evening,[Hotelname].Thisis[Yourname]speaking.”C.“Whatdoyouwant?”D.“Holdon,I'mbusy.”3.IfaguestasksabouttheWi-Fipassword,thehotelstaffshould________.A.telltheguestthepassworddirectlyB.asktheguesttofillinaformfirstC.leadtheguesttothebusinesscentertogetthepasswordD.politelyinformtheguestthattheycangetitfromthefrontdesk4.Whenaguestrequestsanearlycheck-in,thehotelstaffshould________.A.refuseimmediatelyB.checktheroomavailabilityandtrytoaccommodateifpossibleC.chargeanextrafeeforearlycheck-inD.asktheguesttowaitinthelobby5.Whichofthefollowingstatementsabouthotelroomserviceiscorrect?A.Roomserviceisonlyavailableduringbreakfasttime.B.Guestscanorderanyfoodtheylikefromroomservice.C.Thereisusuallyanadditionalservicechargeforroomservice.D.Roomservicestaffwillentertheroomwithoutknocking.6.Ifaguestcomplainsaboutthenoisefromtheneighboringroom,thehotelstaffshould________.A.ignorethecomplaintB.apologizetotheguestandtrytosolvetheproblem,suchasaskingtheneighboringroomtokeepquietC.offertheguestafreeupgradetoahigherfloorroomD.telltheguestthatit'snotthehotel'sresponsibility7.Whenaguestchecksout,thereceptionistshould________.A.rushtheguesttofinishthecheckoutprocessB.checktheguest'sroomforanydamagesormissingitemsC.onlyaskforthekeyandlettheguestgoD.notprovideareceiptiftheguestdoesn'task8.Whichofthefollowingisaproperwaytoassistaguestwithluggage?A.DragtheluggageroughlyB.AsktheguesttocarrytheluggagebythemselvesC.OffertocarrytheluggagefortheguestandwalkataproperpaceD.Leavetheluggageinthelobbyandtelltheguesttopickituplater9.Ifaguestwantstobookaconferenceroom,thehotelstaffshould________.A.justtelltheguesttheavailabletimeB.introducethefacilitiesandservicesoftheconferenceroom,andhelpwiththebookingprocessC.chargeahighpricewithoutanyexplanationD.lettheguestbookitdirectlyonthehotel'swebsite10.Whengreetingaforeignguest,it'simportanttoavoidusing________.A.“Hello”B.“Goodmorning/afternoon/evening”C.gesturesthatmayhavedifferentmeaningsindifferentculturesD.simpleEnglishexpressions11.Ifaguestasksaboutthehotel'sswimmingpoolhours,thestaffshould________.A.giveanapproximatetimewithoutcheckingtheactualscheduleB.checkthescheduleandprovidetheaccurateopeningandclosinghoursC.telltheguestthatthepoolisclosedformaintenanceD.asktheguesttoguessthehours12.Whichofthefollowingisthecorrectresponsewhenaguestcomplimentsthehotelservice?A.“Thankyou.That'swhatwearesupposedtodo.”B.“Oh,really?It'snothingspecial.”C.“Wetryourbest,buttherearestillmanythingstoimprove.”D.“Thanksalot.Wearehappytohearthat.We'llkeepupthegoodwork.”13.Whenaguestlosestheirroomkey,thehotelstaffshould________.A.scoldtheguestforbeingcarelessB.immediatelyissueanewkeywithoutanyfurtherproceduresC.verifytheguest'sidentityandthenissueanewkeyafterproperproceduresD.telltheguesttofindthekeythemselves14.Ifaguestrequestsaspecialdiet,thehotelrestaurantstaffshould________.A.telltheguestthattheycan'tprovidespecialdietsB.trytoaccommodatetherequestasmuchaspossiblebycommunicatingwiththekitchenC.chargeextraforpreparingspecialdietsD.ignoretherequest15.Whichofthefollowingisanappropriatewaytohandleaguest'sculturaldifferencesintermsoffoodpreferences?A.ExplainthelocalfoodcultureandtrytointroducesuitablelocaldishesB.Justservethehotel'sregularmenuwithoutanyconsiderationC.Criticizetheguest'sfoodpreferencesD.Asktheguesttogotoanotherrestaurant16.Whenaguestasksaboutthenearesttouristattractions,thehotelstaffshould________.A.giveageneralanswerwithoutspecificdetailsB.providedetailedinformationabouttheattractions,includinglocation,openinghours,andhowtogetthereC.telltheguesttofinditontheirownD.recommendonlyexpensiveattractions17.Ifaguesthasaproblemwiththeairconditioningintheirroom,thehotelstaffshould________.A.cometotheroomquicklytocheckandrepairifpossibleB.telltheguesttobearitasit'snormalC.offerafaninsteadoffixingtheairconditioningD.asktheguesttochangeroomsimmediately18.Whichofthefollowingisthecorrectwaytohandleaguest'scomplaintabouttheslowelevatorservice?A.Apologizetotheguestandexplainthatit'sduetohighoccupancyB.IgnorethecomplaintC.BlametheelevatormaintenancecompanyD.Promisetofixitinalongtimewithouttakingimmediateaction19.Whenaguestasksaboutthehotel'slaundryservice,thestaffshould________.A.onlytelltheguestthepriceB.introducetheservicedetails,suchastypesoflaundry,turnaroundtime,andpriceC.discouragetheguestfromusingthelaundryserviceD.asktheguesttowashtheirclothesthemselves20.Ifaguestwantstoextendtheirstayatthehotel,thereceptionistshould________.A.simplyagreewithoutcheckinganythingB.checktheroomavailabilityandrates,andassistwiththeextensionprocessC.chargeadoublepricefortheextensionD.telltheguestthattheycan'textendtheirstay第II卷（非選擇題，共60分）21.Fillintheblankswiththeappropriatewordsorphrases.(10points)-Whenaguestarrivesatthehotel,thereceptionistshouldwelcometheguest________andofferassistance.-Thehotelshouldprovideguestswith________informationaboutlocalattractionsandtransportation.-Incaseofaguestemergency,thehotelstaffshouldrespond________andfollowtheproperprocedures.-The________ofthehotelshouldensurethatallstaffarewell-trainedincustomerservice.-Ifaguesthasaspecialrequest,thehotelstaffshouldtrytheirbestto________it.22.TranslatethefollowingsentencesintoEnglish.(10points)-請問您需要什么類型的房間？-酒店提供免費的早餐。-請您在下午兩點前退房。-我們會盡快為您解決網(wǎng)絡問題。-您對我們的服務還滿意嗎？23.Answerthefollowingquestionsaccordingtothehotelservicescenarios.(20points)-Aguestcomestothefrontdeskandsaystheylefttheirmobilephoneinthehotelrestaurantlastnight.Whatshouldthehotelstaffdo?-AforeignguestasksabouttheChinesetraditionalfestivalscelebratedinthelocalarea.Howshouldthehotelstaffanswer?-Aguestcomplainsthatthesheetsintheirroomarenotclean.Whatstepsshouldthehotelstafftaketohandlethissituation?-Agroupofguestswanttobookateam-buildingactivityatthehotel.Whatservicesandfacilitiescanthehoteloffertomeettheirneeds?24.Readthefollowingpassageandanswerthequestions.(15points)Atthehotel,customerserviceisofutmostimportance.Awarmwelcomeatthefrontdeskcanmakeagreatfirstimpressiononguests.Theroomshouldbecleanandcomfortable,withallamenitiesingoodworkingcondition.Hotelstaffneedtobeattentivetoguests'needs,whetherit'sprovidinginformationaboutlocalattractionsordealingwithcomplaintspromptly.Roomserviceshouldofferavarietyofdeliciousdishesandbedeliveredinatimelymanner.Thehotelshouldalsofocusonsecurity,ensuringthatguestsfeelsafeduringtheirstay.-Whatisthekeypointemphasizedinthepassageabouthotelservice?(5points)-Whyisawarmwelcomeatthefrontdeskimportant?(5points)-Whataspectsofthehotelservicearementionedinthepassage?(5points)25.Writeashortpassageabouthowtoprovideexcellenthotelservice.(5points)[Answer]第I卷答案1.A2.B3.D4.B5.C6.B7.B8.C9.B10.C11.B12.D13.C14.B15.A16.B17.A18.A19.B20.B第II卷答案21.-warmly-detailed-promptly-manager-fulfill22.-Whattypeofroomdoyouneed,please?-Thehotelprovidesfreebreakfast.-Pleasecheckoutbefore2pm.-Wewillsolvethenetworkproblemforyouassoonaspossible.-Areyousatisfiedwithourservice?23.-First,thestaffshouldcheckwiththerestaurantstafftoseeifthephonehasbeenfound.Ifithas,returnittotheguestimmediately.Ifnot,helptheguestsearchtherelevantareasandcontactthelostandfounddepartmenttofollowup.-ThehotelstaffcanintroducesomeofthemajorChinesetraditionalfestivalscelebratedinthelocalarea,suchastheSpringFestival,Mid-AutumnFestival,etc.,includingtheirdates,traditionalcustoms,andlocalcelebrationactivities.-Apologizetotheguestimmediately.Then,sendastaffmembertotheguest'sroomtochangethesheetsinfrontoftheguesttoshowsincerity.Checkifthereareanyotherissuesintheroomandmakesuretheguestissatisfied.-Thehotelcanoffermeetingroomsforteamdiscussions,outdoorspacesforteam-buildinggameslikescaveng