PAGE10PAGE2024廣西職業院校技能大賽中職組《酒店服務》賽項專業英語問答賽卷一、餐飲服務部分情景應答及答題要點：1.Q:Asktheguestsiftheyhaveareservationwithyourrestaurant.A:Goodevening.Doyouhaveareservation?2.Q:Howdoyoucheckupontheguest’snameofthereservation?A:Goodevening.Underwhosenamewasyourreservationmade?3.Q:Ifyouwanttoconfirmthereservationofthedinner,whatwillyousay?A:Iwillsay“Goodevening,madam/sir.I’dliketoconfirmyourreservation.MayIhaveyourname,please?”4.Q:Howdoyouoffertotakeorderfortheguestsintheevening?A:Goodevening.MayItakeyourordernow?/Areyoureadytoordernow?5.Q:Howdoyouasktheguesttocheckhisbill?A:Here’syourbill.Pleasecheckit.Thefruitcombinationisonthehouse.6.Q:Asktheguest’schoiceofwine.A:WouldyoulikeabottleofredwinetogowithyourSirloinSteak?7.Q:Whatwillyousaywhenservingthegueststheirdessert?A:Hereisyourdessert.Pleaseenjoy.8.Q:Asktheguesthowhewouldlikehissteakprepared.A:Howwouldyoulikeyoursteakdone?Rare,Medium,MediumWellorWell-done?9.Q:TellthegueststhegeneralsequenceofaChinesedinner.A:Chinesedinnerusuallystartswithcolddishesandendswithasoup.10.Q:Whatdoyourecommendiftheguestordersafreshwhitewaterfish?A:MayIsuggeststeamingthefishtoretainitsfreshness?11.Q:Howdoyouaskabouttheguest’spreferenceforbuffetoralacarteservice?A:Howwouldyoulikeyourdinnerserved?Abuffetoranalacarteservice?12.Q:Howdoyourespondtoaguest’scomplimentstoyourservice?A:Thankyouforyourcompliments.It’sourgreatestpleasuretobeofservice.13.Q:Howdoyouasktheguestwhereheorshewouldliketosit?A:Whichtabledoyouprefer,bythewindowornearthedoor?14.Q:Asktheguestwhatvegetablehe’dliketohavewithhischicken.A:WhatvegetablewouldyouliketogowithyourRoastChicken?15.Q:Whatdoyousayinseeingofftheguests?A:I’mgladyouenjoyedit.Thankyouforcoming!Seeyounexttime.16.Q:Asahostess,what’sthefirstthingyouneedtofindoutwhentheguestarrives?A:Ihavetofindoutwhethertheguesthasareservationornot.17.Q:Whatwouldyousayiftheguestwantstoknowthebusinesshoursofyourrestaurant?A:Weproviderestaurantservicefrom6:30a.m.to10:00p.m.everyday.18.Q:Afteryouhavefinishedtakingorderfortheguests,whatwouldyousay?A:Thankyou.Pleasewaitaminute.Yourorderwillbereadysoon/We’llbebackwithyourordersoon.19.Q:Whatwouldyousaytotheguestwhenyouarerecommendingyourhousespecialty？A:Wouldyouliketotryourhousespecialty?It’sverypopularamongourguests.20.Q:Ifaguestwonderswhetherhecouldsmokeatthebar,whatwillyouprobablysay?A:Iwillsay“Sorry,sir.Ourbarisnon-smoking.Butwehavesmokingareaoutsidethebaroverthere”。21.Q:Whatwouldyouaskwhentheguestorderswhisky?A:Iwillask“Doyouwantitstraightuporontherocks?”22.Q:Howwouldyourespondifaguestcomplainedthatthefoodistooslow?A:I'llapologizeandsay“I'msorryaboutthat.I'llcheckwiththechefnow.”23.Q:Whatwouldyouaskiftheguestwantstosettlehisbill?A:WouldyouliketopayincashorbyWeChat,Alipayorcreditcard?24.Q:Howdoyoumakesureofthenumberofpeopleinthedinnerparty?A：Howmanypeoplearethereinyourparty?25.Q:Howdoyouasktheguestswhoispayingforthedinner?A:Doyouwantseparatedbillsorjustonesinglebill?/MayIknowwhoispaying,please?26.Q:Howdoyouaskthegueststotaketheirseats?A:Wouldyoupleasetakeyourseats?27.Q:Iftheguestcomplainsthatthesoupiscold,whatshouldyoudo?A:Iwillapologizetotheguestandpromisetoreturnthesouptothechefimmediatelyandgetafreshhotbowlofsoupfortheguest.28.Q:Whatquestionwouldyouaskfurtherwhentheguestorderscoffee?A:Wouldyoulikeyourcoffeeblackorwhite?/Wouldyoulikeyourcoffeewithcreamormilk?29.Q:Whatwouldyoudoiftheguestcallsforroomservice(breakfast)？A:Iwillaskhis/herpreferenceandrecommendourbreakfastspecials.30.Q：Asktheguesthispreferenceforfriedeggs.A：Howwouldyoulikeyourfriedeggs?Sunnysideuporeasyover?二、前廳、客房服務部分情景應答及答題要點：1.Q:Youcometomakeuproomforaguest,buthetellsyouthatheprefersitlaterbecauseheisbusydoingsomepaperwork,whatwillyousay?A：Iwillsay:That’sallright.Iwillcomebacklater.Whattimewoulditbeconvenientforyou,sir?Q:Iftheguestcomestoyouandsayshecan’topenthedoorwiththekeytohisroom,whatwillyoudo?A:Iwillgoandhaveacheckwithhim,andhelptohavehiskeychangedifnecessary.Q:Whenaguestwantstoknowhowlongittakestogettotheairport.Whatshouldyousay？A:Sir,It

will

take

30

minutes

by

taxi

from

hotel

to

the

airport.Q:Whatwilltheattendantsaytohelpifaguestaskstohaveastainonhisclothesremoved?A:Sure.Wewilltryourbesttoremovethestainbutwecannotguaranteetheresult.Q:Howdoyourespondtoanunexpectedrequestfromtheguest?A:I’mnotsure,butwe’llseewhatwecandoforyou./Ican’tguarantee,butlet’sseewhatwecando.Q:Whatwillyousaytohelpwhentheguestsaysthelinetosomewhereisalwaysbusy?A:I'msorryaboutthat,sir/madam.MayIaskhimtocallyoubackwhenthelineisfree?Q:TelltheguesthowtoaskforRoomServicebytelephone.A:Youcandial

thenumberofcustomerservicecenter.RoomServiceisavailableroundtheclock.8.Q:Theguestwouldprefertheturndownserviceforhimafter9:00pmwhenyou’llbeoffduty.Howdoyourespond?A:Don’tworry,sir.Iwillmakesuretoletthenightstaffknow,andhe’lldotheturndownserviceforyouafter9:00pm.9.Q:TheguestordersRoomService,andnowyouaredeliveringhisbreakfasttotheroom.Whatdoyousayafterknockingonthedoor?A:ThisisRoomService.I’vebroughtyouyourbreakfast.10.Q:Phonetheguestandtellhimthatyou’vefoundthecellphonehelosttheotherday.A:ThisisLostandFound.Wehavefoundyourcellphone.11.Q:Apologizetotheguestforthedelayofhisbaggagedelivery.A:I’msorryforthedelay.Butthebellmanisdeliveringyourbaggageuptoyourroomnow.12.Q:AvisitorcomestomeetMr.SmithinRoom2501,butheisnotintheroomnow,whatdoyousaytothevisitor?.A:I’mafraidMr.Smithisnotintheroomnow.Wouldyouliketoleaveamessage?13.Q:Howdoyourespondifaguestcomplainsthatoneofthepillowsinhisroomsmellsfunny?A:I’msorry,sir.Iwillhaveanewpillowsenttoyourroomrightaway.14.Q:Howdoyoucheckwiththeguestwhensendinguphisluggage?.A:Hereweare,Room1208.You’vegotthreepiecesofluggageinall.Isthatright,sir?15.Q:Howdoyouasktheguesttomakesureifthereissomethingidenticalattachedtohisluggage?A:Isthereatagoranythingidenticalattachedtoyourluggage,sir?16.Q:Howdoyourespondwhentheguestrequireswake-upservice?A:Atwhattimewouldyoulikeustocallyoutomorrowmorning？Whatkindofcallwouldyoulike,byphoneorbyknockingatthedoor?17.Q:Telltheguestwheretoleavehislaundry.A:Justleaveyourlaundryinthelaundrybagbehindthebathroomdoor.Theattendantwillcomeandcollectthelaundry.18.Q:Tellthegueststocontactyouwhentheyhaverequests.A:Ifyouhaveanyrequests,pleasefeelfreetoletusknow,wearealwaysatyourservice.19.Q:You’resendingbackthelaundrytoMr.Dave.Tellhimabuttononhisshirtismissing,andyou’vesewedonanewoneforhim.A：Mr.Dave,here’syourlaundry.Bytheway,onebuttonwasmissingfromyourshirt,andwe’vesewedonanewone.20.Q:Oneguestlooksworried,showyourconcernandofferyourhelp.A:Goodafternoon,youlookworried.Whathashappened?HowcanIhelpyou?21.Q:Theguesttellsyouthathe’sjusthadashower,andthebathroomisquiteamess.A:Don’tworrysir.Iwilltidyupyourbathroomrightaway.22.Q:Howdoyougreetthechecking-inguestsattheFrontDesk?A:Goodmorning.WelcometotheHotel.Doyouhaveareservation?23.Q:Howdoyouaskforguests’personalinformationpolitely?A:Excuseme.MayIhaveyourname,addressandyourtelephonenumber?24.Q:Informtheguestthatyouareabletoaccepthisbooking.A:Wearegladtotellyouthatweareabletoacceptyourbooking.25.Q：Iftheguestiscallingforanotherbathtowel,whatwillyousay?A:Iwillsay“Certainly,sir.