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1贵州省职业院校技能大赛酒店服务赛项客房中式铺床项目英语口试题库只是分享
2017贵州省职业院校技能大赛中职组酒店服务赛项
客房中式铺床项目英语口试题库
情景应答及答题要点：
1.Q：
Howdoyourespondifaguestwantstobuysomethingnicetotakebacktohislittlegirl?
A：
Iwillrecommendthehotelgiftshoptotheguest.Andiftimepermits,Iwillrecommendthelocalmarkettohimaswell.
2.Q：
Youcometomakeuproomforaguest,buthetellsyouthatheprefersitlaterbecauseheisbusydoingsomepaperwork,whatwillyousay?
A：
Iwillsay:
That’sallright.Iwillcomebacklater.Whattimewoulditbeconvenientforyou,sir?
3.Q：
Youaremakinguproomswhenaguestcomesandasksyoutorescheduleandcleanuphisroomnow,sinceheishavingavisitorinanhour.Whatwillyousay?
A：
Iwillsay:
Weusuallydothecheck-outroomsfirst,butwecanmakeuproomsearlieronrequest.
4.Q：
Whatwillyoudoiftheguestsaysthatshewantstouseherhairdryer,butit’s110volts?
A：
IwilltelltheguestthattheelectricalvoltageinChinais220volts.AndIwillsendheratransformerorahairdryerfor220volts.
5.Q：
Iftheguestsaysthathewillleaveandcomeback2dayslater,andheisnotabletotakethelaundrythenextday.Whatwillyousay?
A：
Iwilltellhim:
theyprovide“hold-for-return”serviceintheLaundryDepartment,wherehecanhavehislaundrykeptuntilhereturns.
6.Q：
Youaregoingtodoturn-downservicefortheguest,butheisworking,whatwillyoudo?
A：
Iwillasktheguestifhe’dlikemetodotheturn-downservicenow.Ifnot,Iwillaskhimwhenitwillbeconvenientforhim.
7.Q：
Whatwillyousayiftheguesttellsyouthetemperatureintheroomisnotagreeable?
A：
Don’tworry.Iwilladjusttheair-conditioningforyou.
8.Q:
Iftheguestcomestoyouandsayshecan’topenthedoorwiththekeytohisroom,whatwillyoudo?
A:
Iwillgoandhaveacheckwithhim,andhelptohavehiskeychangedifnecessary.
9.Q：
Whatdoyouasksoastoseewhethertheguestneedssomemorehelp?
A：
Goodafternoon.Iseverythingallright?
IsthereanythingelseIcandoforyou?
10.Q：
Iftheguestcomplainsthatthereishairalloverinthebathroom,whatwillyoudo?
A：
Iwillapologizefirst,andthenIwilltelltheguestwe’llhavearoomattendanttakecareofthisimmediately,ashygieneandtidinessisourtoppriority.
11.Q：
TrytointroducethedifferenttypesandstylesofroomsinthehoteltoMr.Bellowswhoismakingareservationoverthephone.
A：
Whatkindofroomwouldyoulike,Mr.Bellows?
Wehavesinglerooms,doublerooms,suitesanddeluxesuitesinJapanese,British，Roman,Frenchandpresidentialstyles.
12.Q：
Aguesttellsyouthatheisattendinganimportantconference,andwantstohavehissuitdry-cleanedassoonaspossible.Whatwillyoudotohelp?
A:
Iwillsuggestthathetaketheexpresslaundryservice.Therewillbeanextrachargeof50%fortheexpress,butthelaundrywillbesentbacktohiminfourhours.
13.Q：
Whatwillyoudoiftheguestwantstosurftheinternetinthehotel？
A：
Iwilltelltheguestthatthehoteloffersfreeinternetserviceintheroom.Besides,guestisalwayswelcometotheBusinessCentreortheInternetCaféofthehotel.
14.Q：
What’stheinformationyougivewhenyou’reintroducingaguestroomtotheguest？
A：
Iwillintroducetheequipment,theservicesprovided,specialfacilitiesandtheviewtheguestmaygetfromtheroom.
15.Q：
Whenaguestcallstoaskifyoucansendsomeonetotakeherlaundry,whatwillyousay?
A：
SureIwillinformthevalettopickupyourlaundry.MayIhaveyourroomnumber,please?
15.Q:
Youshowtheguesttohisroom,andheaskswherehecangettheslippers.Whatwillyousay?
A:
“Letmegettheslippersforyou,theyarehereinthewardrobe.”
17.Q：
Iftheguestsayshewouldliketosleeplatethenextmorning,whatwillyousuggest?
A：
Pleasepressthe“DoNotDisturb”（DND）buttonbeforeyougotobed,andyouwon’tbedisturbedthenextmorning.
18.Q：
Aguestwondersiftheoutdoorswimmingpoolofthehotelisarightplacetocooloffandrelax.
A:
Ouroutdoorroof-topswimmingpoolfeaturesa150-metrelongpool.Itpresentsanexcellentoasisforthegueststocooloffandrelaxafterabusyday.
19.Q:
Iftheguestasksyoutolookafterthebabyforher,whatwillyousay?
A:
I’msorry,madam.Ican’tdothat.It’sagainstourhotel’sregulation.Butwehaveaverygoodbaby-sittingservice.Thesittersarewell-educatedandreliable.
20.Q：
Whatdoyouneedtocheckwhenyoucollecttheguest’slaundry?
A：
Iwillcheckhowmanypiecesoflaundrythereareandseeiftheguesthasfilledoutthelaundrylist.
21.Q：
Whatwilltheattendantsaytohelpifaguestaskstohaveastainonhisclothesremoved?
A：
Sure.Wewilltryourbesttoremovethestainbutwecannotguaranteetheresult.
22.Q：
Whatwillyousaywhentheguesthasfinishedchecking-inattheFrontDesk?
A：
Hereisyourroomkeyandthebellboywillshowyouuptoyourroom.Hopeyou’llenjoyyourstayinourhotel.
23.Q：
AsaFrontOfficeclerk,howdoyoudealwithamiscalculatedbill?
A：
Iwillapologizeforthemiscalculationtotheguestfirst,andthencheckitwiththedepartmentconcerned.
24.Q:
WhatwillyousayiftheguestcomplainsthebeefsteaksentbyRoomServiceisrare,whileheaskedforwell-done?
A:
I’mterriblysorry.IwillinformtheFoodandBeverageDepartment;they’llseetothematterandhaveanothersteakpreparedtoyourappetite.
25.Q：
Whatwillyousayifthereisnoroomavailablefortheguestwhoiscallingtomakeareservation?
A：
I’msorry,butwearefullybooked.ShallIputyouonthewaitinglist?
Wewillcontactyouifthereisacancellation.
26.Q:
Iftheguestsayssomeofthelightsintheroomareflashing,whatwillyoudo?
A:
I’msorry.IwillinformtheMaintenanceDepartmenttodealwithitrightaway,andtheywillmakesuretochangesomenewlightsforyouassoonaspossible.
27.Q：
Whatdoyousaytotheoutsidephonecallerwhenyou’vegotnoresponseafterputtinghimthroughtooneoftheguest’sroom?
A：
I’mafraidheisnotintheroomatthemoment.Wouldyoucallbacklater?
28.Q：
Whatwillyousaywhenyounoticeaguestisnotfeelingwell?
A：
Areyouallright/What’sthematter,Mr.Simpson?
Youlookpale.ShallIsendforadoctor?
29.Q:
Whatwillyousayiftheguestcallstoborrowapatchboard?
A:
MayIhaveyourroomnumber?
Iwillsendanattendantupwithapatchboardtoyourightaway.
30.Q:
Howdoyourespondtoanunexpectedrequestfromtheguest?
A:
I’mnotsure,butwe’llseewhatwecandoforyou./Ican’tguarantee,butlet’sseewhatwecando.
31.Q：
Telltheguesthowtousethe“MakeupRoom”sign.
A：
Ifyouwantthehousemaidtomakeupyourroomearlier,justhangthe“MakeupRoom”signoutsideonthedoor.
32.Q：
TelltheguesthowtoaskforRoomServicebytelephone.
A：
Youcandial515toaskforRoomService.RoomServiceisavailableroundtheclock.
33.Q：
Informtheguestsaboutbreakfastserviceinthehotel.
A：
Thehotelprovidesbuffetserviceforbreakfast,whichisavailablebetween6:
30am
and10:
00am.
34.Q：
Explaintotheguestthehotelpreferencepolicyinmakinguprooms.
A：
Wealwaysmakeupthecheck-outroomsfirst,unlessthereisarequest.
35.Q：
ExplaintotheguesttheuseoftheHotelServiceDirectory.
A：
ByreferringtotheHotelServiceDirectoryonthewritingdesk,you’llfinddetailedinformationaboutalltheservicesweprovideinthehotel.
36.Q：
Informtheguestsaboutthefreeshoeshiningserviceofthehotel.
A：
Thehotelprovidesfreeshoeshiningservicefortheguests.Justputthemintotheshoebasketifyouwanttohavethempolished.
37.Q：
TelltheguestsaboutthevoltagedifferencebetweentheUSAandChina;remindhimthatthesocketsinthebathroomarefor110voltsand220voltsrespectively.
A：
ThevoltagehereismuchhigherthanthatintheUSA.There’retwosocketsinthebathroom,oneisfor110voltsandtheother220volts.
38.Q：
Theguestwouldprefertheturndownserviceforhimafter9:
00pmwhenyou’llbeoffduty.Howdoyourespond?
A：
Don’tworry,sir.Iwillmakesuretoletthenightstaffknow,andhe’lldotheturndownserviceforyouafter9:
00pm.
39.Q：
Introduce3-4typesoflaundryservicesthehotelprovidestotheguests.
A：
TheLaundryDepartmentofourhotelisexperienced,andtheyprovidethesame-dayservice,theexpressservice,thenext-dayserviceandtheexpresspressingservice.
40.Q：
Aguestcallstocomplainthattherearenotenoughhangersinhisroom,howdoyourespond?
A：
Don’tworry,sir,Iwillhavesomemorehangerssenttoyourroomrightaway.MayIknowyourroomnumber?
41.Q：
Explaintotheguesthowtousethedoorknobmenutoorderandhavehisbreakfastintheroom.
A：
YoumayusethedoorknobmenutoorderRoomService.Justticktheitemsyou’dlikeforbreakfast,writedownthetime,andhangthedoorknobmenuoutsidethedoorbeforeyougotobedtonight
42.Q：
TheguestordersRoomService,andnowyouaredeliveringhisbreakfasttotheroom.Whatdoyousayafterknockingonthedoor?
A：
ThisisRoomService.I’vebroughtyouyourbreakfast.
43.Q：
Theguestcomplainsthatthewatertapisleaking,andthenoiseofitisdrivinghimcrazy.Howdoyourespond?
A：
IwilltelltheguestthatIwillreportittotheMaintenanceDepartmentandhavethetapfixedassoonaspossible.
44.Q：
Phonetheguestandtellhimthatyou’vefoundthecellphonehelosttheotherday.
A：
ThisisLostandFound.Wehavefoundyourcellphone.
45.Q：
Apologizetotheguestforthedelayofhisbaggagedelivery.
A：
I’msorryforthedelay.Butthebellmanisdeliveringyourbaggageuptoyourroomnow.
46.Q：
AvisitorcomestomeetMr.SmithinRoom2501,butheisnotintheroomnow,whatdoyousayto
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