中職飯店英語試題及答案姓名：____________________

一、多項(xiàng)選擇題（每題2分，共20題）

1.Thefollowingphrasesarecommonlyusedinahotelsetting.Whichonesarecorrect?

A.Goodmorning,sir,howmayIassistyou?

B.Wouldyouliketoseethemenu?

C.Yourtableisready,pleasefollowme.

D.Theroomserviceisavailable24hoursaday.

E.Iapologizefortheinconvenience.

2.Whichofthefollowingisanappropriatewaytoaddressaguest?

A.Sirormadam

B.Hey,you

C.Mr./Mrs./Ms./Missfollowedbythelastname

D.Hey,pal

3.Whatisthecorrectwaytorespondtoaguestwhohasjustcheckedin?

A."Welcometoourhotel.HowmayIassistyoutoday?"

B."Welcometoourhotel.Youhaveaniceday."

C."Welcometoourhotel.Enjoyyourstay."

D."Welcometoourhotel.Hereisyourkey."

4.Whichofthefollowingisaproperwaytogreetaguestuponarrival?

A."Goodmorning,sir.Welcometoourhotel."

B."Morning,ma'am.Hereisyourroomkey."

C."Hi,welcometothehotel.Youmustbetired."

D."Goodafternoon,sir.HowcanIhelpyou?"

5.Inahotel,whichofthefollowingphrasesisusedtorequestaguest'sidentification?

A."MayIseeyourID,please?"

B."CouldyoushowmeyourID?"

C."Pleaseprovideyouridentification."

D."IneedtoseeyourID."

6.Whenaguestischeckingout,whichofthefollowingisanappropriatewaytoaskforpayment?

A."Couldyoupleasepayforyourstay?"

B."Howmuchwillyoupayforyourroom?"

C."Weneedyourpaymentfortheroom."

D."Pleasesettleyourbillatthefrontdesk."

7.Whichofthefollowingisacorrectwaytoapologizetoaguestforamistake?

A."Iapologizefortheinconvenience."

B."Sorryforthemix-up."

C."I'msorryforthetrouble."

D."I'msorryaboutthat."

8.Whenaguesthasacomplaint,whichofthefollowingisanappropriatewaytoaddressit?

A."Iunderstandyourconcern.Let'sseewhatwecando."

B."That'snotourfault,butwe'lldoourbesttomakeitright."

C."I'msorry,butthere'snothingwecando."

D."I'mnotsurewhattheproblemis,butwe'lllookintoit."

9.Whichofthefollowingisanappropriatewaytoinformaguestabouttheirroomamenities?

A."Yourroomhasatelevision,refrigerator,andcoffeemaker."

B."Hereisthelistofamenitiesavailableinyourroom."

C."Enjoyyourstayinaroomwithallthenecessaryamenities."

D."Yourroomisequippedwithmodernfacilitiesforyourcomfort."

10.Inahotel,whichofthefollowingphrasesisusedtoconfirmareservation?

A."Yourreservationhasbeenconfirmed."

B."Wehavereceivedyourreservation."

C."Yourreservationisreadyforcheck-in."

D."Wewillholdyourroomuntilyourarrival."

11.Whichofthefollowingisanappropriatewaytoaskaguestiftheyneedhelpwiththeirluggage?

A."Doyouneedassistancewithyourluggage?"

B."Wouldyoulikehelpwithyourbags?"

C."Here,letmehelpyouwithyourluggage."

D."Youseemlikeyouneedsomehelpwithyourluggage."

12.Whenaguestischeckingin,whichofthefollowingisanappropriatewaytoinquireabouttheirpreferences?

A."Doyouhaveanyspecialrequestsforyourroom?"

B."Wouldyoulikeustomakeanyarrangementsforyou?"

C."Isthereanythingwecandotomakeyourstaymorecomfortable?"

D."Doyouhaveanypreferencesregardingyourroom?"

13.Whichofthefollowingisanappropriatewaytogreetaguestwhohasjustcheckedout?

A."Thankyouforstayingwithus."

B."Wehopeyouenjoyedyourstay."

C."Weappreciateyourbusiness."

D."Pleasecomebackandvisitusagain."

14.Inahotel,whichofthefollowingphrasesisusedtoinformaguestaboutthehotel'spolicies?

A."Pleasebeawareofourhotelpolicies."

B."Herearetherulesandregulationsofourhotel."

C."Wekindlyremindyouofourhotelpolicies."

D."Pleasenotethepoliciesofourhotel."

15.Whichofthefollowingisanappropriatewaytoofferassistancetoaguestwhohaslostsomething?

A."Areyoulookingforsomething?"

B."MayIhelpyoufindwhatyou'relookingfor?"

C."LetmeseeifIcanassistyouwiththat."

D."Youseemlikeyou'relookingforsomething.CanIhelp?"

16.Inahotel,whichofthefollowingphrasesisusedtoinquireaboutaguest'sroompreferences?

A."Whattypeofroomwouldyoulike?"

B."Arethereanyspecificrequirementsforyourroom?"

C."Doyouhaveanypreferencesregardingyourroom?"

D."Whichroomwouldyouprefer?"

17.Whichofthefollowingisanappropriatewaytoapologizetoaguestforadelayinservice?

A."Iapologizeforthedelay."

B."Weareexperiencingsomedelaysatthemoment."

C."Pleaseacceptourapologiesforthedelay."

D."Weareworkingtoresolvetheissueasquicklyaspossible."

18.Inahotel,whichofthefollowingphrasesisusedtoinquireaboutaguest'sroomkey?

A."Doyouhaveyourroomkey?"

B."MayIhaveyourroomkey,please?"

C."Hereisyourroomkey."

D."Pleaseshowmeyourroomkey."

19.Whichofthefollowingisanappropriatewaytoofferaguestadiscount?

A."Wecanofferyouadiscountonyourstay."

B."Wehaveaspecialpromotionforyou."

C."Wewouldliketoprovideyouwithadiscount."

D."Wouldyouliketotakeadvantageofourdiscount?"

20.Inahotel,whichofthefollowingphrasesisusedtoinformaguestaboutthehotel'sbreakfastservice?

A."Breakfastisservedfrom7amto10am."

B."Weofferacomplimentarybreakfastforourguests."

C."Breakfastisincludedinyourroomrate."

D."Pleasejoinusforbreakfastinthehotelrestaurant."

二、判斷題（每題2分，共10題）

1.Itisconsideredpolitetoaddressaguestbytheirfirstnameinahotelsetting.()

2.Guestsshouldalwaysbeaskediftheyneedassistancewiththeirluggageuponarrival.()

3.Itisacceptabletoapologizetoaguestforamistakebysaying,"That'snotourfault."()

4.Ahotelstaffmembershouldneveraskaguestfortheiridentificationunlessthereisasecurityconcern.()

5.Whenaguesthasacomplaint,itisimportanttolistentotheirconcernsandofferasolution.()

6.Itisappropriatetoofferaguestadiscountontheirstaywithoutaskingforanyspecificreason.()

7.Ahotelshouldalwaysprovideaguestwithamapofthelocalareauponcheck-in.()

8.Itisconsideredgoodpracticetoinformaguestaboutthehotel'spoliciesandrulesatthetimeofcheck-in.()

9.Aguestshouldbeinformedabouttheirroomamenitiesimmediatelyuponcheck-in.()

10.Itisappropriatetoapologizetoaguestforadelayinservicebysaying,"Weareworkingtoresolvetheissueasquicklyaspossible."()

三、簡答題（每題5分，共4題）

1.Explaintheimportanceofeffectivecommunicationskillsforhotelstaff.

2.Describethestepsinvolvedinhandlingaguestcomplaintinaprofessionalmanner.

3.Discusstheroleofaconciergeinahotelandwhyitisimportant.

4.Whataresomecommonchallengesfacedbyhotelstaffwhendealingwithinternationalguests?

四、論述題（每題10分，共2題）

1.Writeanessayonthesignificanceofcustomerserviceinthehospitalityindustry,focusingonhowitimpactsguestsatisfactionandtheoverallsuccessofahotel.

2.Discusstheimportanceofculturalawarenessandsensitivityforhotelstaff,especiallyinamulti-culturalenvironment,andprovideexamplesofhowthiscanbeappliedindailyinteractionswithguests.

試卷答案如下：

一、多項(xiàng)選擇題（每題2分，共20題）

1.ABCDE

2.AC

3.A

4.A

5.ABCD

6.ACD

7.ABCD

8.A

9.ABCD

10.A

11.ABC

12.ABCD

13.ABC

14.ABCD

15.ABCD

16.ABCD

17.ABCD

18.ABCD

19.ABCD

20.ABCD

二、判斷題（每題2分，共10題）

1.×

2.√

3.×

4.×

5.√

6.×

7.√

8.√

9.×

10.√

三、簡答題（每題5分，共4題）

1.Effectivecommunicationskillsarecrucialforhotelstaffastheydirectlyimpactguestsatisfactionandthehotel'sreputation.Clearandpolitecommunicationhelpsinunderstandingguestneeds,resolvingissuespromptly,andcreatingapositiveexperience.

2.Handlingaguestcomplaintinvolveslisteningactivelytotheguest'sconcerns,acknowledgingtheirfeelings,offeringasincereapology,andprovidingasolutionorcompensation.Itisimportanttoremaincalm,professional,andempatheticthroughouttheprocess.

3.Aconciergeplaysavitalroleinahotelbyprovidingpersonalizedservicestoguests,suchasmakingreservations,offeringlocalinformation,andassistingwithspecialrequests.Theyareresponsibleforenhancingtheguestexperienceandensuringtheirsatisfaction.

4.Commonchallengesfa