酒店服務(wù)題庫-客房中式鋪床 -英語口試題庫-學(xué)生專用

客房中式鋪床英語口試題庫

情景應(yīng)答及答題要點(diǎn)：

1.Q:Howdoyourespondifaguestwantstobuysomethingnicetotake

backtohislittlegirl?

A:Iwillrecommendthehotelgiftshoptotheguest.Andiftimepermits,

Iwillrecommendthelocalmarkettohimaswell.

2.Q:Youcometomakeuproomforaguest,buthetellsyouthatheprefers

itlaterbecauseheisbusydoingsomepaperwork,whatwillyousay?

A：Iwillsay:That’sallright.Iwillcomebacklater.Whattimewould

itbeconvenientforyou,sir?

3.Q:Whatwillyoudoiftheguestsaysthatshewantstouseherhairdryer,

butit’s110volts?

A:IwilltelltheguestthattheelectricalvoltageinChinais220

volts.AndIwillsend

heratransformerorahairdryerfor220volts.

4.Q:Whatwillyousayiftheguesttellsyouthetemperatureintheroom

isnotagreeable?

A:Don’tworry.Iwilladjusttheair-conditioningforyou.

5.Q:Iftheguestcomestoyouandsayshecan’topenthedoorwiththe

keytohisroom,whatwillyoudo?

A:Iwillgoandhaveacheckwithhim,andhelptohavehiskeychanged

ifnecessary.

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6.Q:Trytointroducethedifferenttypesandstylesofroomsinthehotel

toMr.Bellowswhoismakingareservationoverthephone.

A:Whatkindofroomwouldyoulike,Mr.Bellows?Wehavesinglerooms,

doublerooms,suitesanddeluxesuitesinJapanese,British，Roman,French

andpresidentialstyles.

7.Q:Aguesttellsyouthatheisattendinganimportantconference,and

wantstohavehissuitdry-cleanedassoonaspossible.Whatwillyoudo

tohelp?

A:Iwillsuggestthathetaketheexpresslaundryservice.Therewill

beanextrachargeof50%fortheexpress,butthelaundrywillbesent

backtohiminfourhours.

8.Q:What’stheinformationyougivewhenyou’reintroducingaguestroom

totheguest？

A:Iwillintroducetheequipment,theservicesprovided,special

facilitiesandtheviewtheguestmaygetfromtheroom.

9.Q:Youshowtheguesttohisroom,andheaskswherehecangetthe

slippers.Whatwillyousay?

A:“Letmegettheslippersforyou,theyarehereinthewardrobe.”

10.Q:Iftheguestsayshewouldliketosleeplatethenextmorning,what

willyousuggest?

A:Pleasepressthe“DoNotDisturb”(DND)buttonbeforeyougoto

bed,andyouwon’tbedisturbedthenextmorning.

11.Q:Aguestwondersiftheoutdoorswimmingpoolofthehotelisaright

placetocooloffandrelax.

A:Ouroutdoorroof-topswimmingpoolfeaturesa150-metrelongpool.

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Itpresentsanexcellentoasisforthegueststocooloffandrelaxafter

abusyday.

12.Q:Iftheguestasksyoutolookafterthebabyforher,whatwillyou

say?

A:I’msorry,madam.Ican’tdothat.It’sagainstourhotel’s

regulation.Butwehaveaverygoodbaby-sittingservice.Thesittersare

well-educatedandreliable.

13.Q:Whatwilltheattendantsaytohelpifaguestaskstohaveastain

onhisclothesremoved?

A:Sure.Wewilltryourbesttoremovethestainbutwecannotguarantee

theresult.

14.Q:WhatwillyousayiftheguestcomplainsthebeefsteaksentbyRoom

Serviceisrare,whileheaskedforwell-done?

A:I’mterriblysorry.IwillinformtheFoodandBeverageDepartment;

they’llseetothematterandhaveanothersteakpreparedtoyour

appetite.

15.Q:Whatwillyousayifthereisnoroomavailablefortheguestwho

iscallingtomakeareservation?

A:I’msorry,butwearefullybooked.ShallIputyouonthewaiting

list?Wewillcontactyouifthereisacancellation.

16.Q:Howdoyourespondtoanunexpectedrequestfromtheguest?

A:I’mnotsure,butwe’llseewhatwecandoforyou./Ican’t

guarantee,butlet’sseewhatwecando.

17.Q:Telltheguesthowtousethe“MakeupRoom”sign.

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A:Ifyouwantthehousemaidtomakeupyourroomearlier,justhang

the“MakeupRoom”signoutsideonthedoor.

18.Q:TelltheguesthowtoaskforRoomServicebytelephone.

A:Youcandial515toaskforRoomService.RoomServiceisavailable

roundtheclock.

19.Q:Explaintotheguestthehotelpreferencepolicyinmakinguprooms.

A:Wealwaysmakeupthecheck-outroomsfirst,unlessthereisa

request.

20.Q:ExplaintotheguesttheuseoftheHotelServiceDirectory.

A：ByreferringtotheHotelServiceDirectoryonthewritingdesk,

you’llfinddetailedinformationaboutalltheservicesweprovidein

thehotel.

21.Q:Informtheguestsaboutthefreeshoeshiningserviceofthehotel.

A:Thehotelprovidesfreeshoeshiningservicefortheguests.Just

putthemintotheshoebasketifyouwanttohavethempolished.

22.Q:TelltheguestsaboutthevoltagedifferencebetweentheUSAand

China;remindhimthatthesocketsinthebathroomarefor110voltsand

220voltsrespectively.

A:ThevoltagehereismuchhigherthanthatintheUSA.There’retwo

socketsinthebathroom,oneisfor110voltsandtheother220volts.

23.Q:Theguestwouldprefertheturndownserviceforhimafter9:00pm

whenyou’llbeoffduty.Howdoyourespond?

A:Don’tworry,sir.Iwillmakesuretoletthenightstaffknow,

andhe’lldotheturndownserviceforyouafter9:00pm.

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24.Q:Explaintotheguesthowtousethedoorknobmenutoorderandhave

hisbreakfastintheroom.

A：YoumayusethedoorknobmenutoorderRoomService.Justtickthe

itemsyou’dlikeforbreakfast,writedownthetime,andhangthedoor

knobmenuoutsidethedoorbeforeyougotobedtonight

25.Q:TheguestordersRoomService,andnowyouaredeliveringhis

breakfasttotheroom.Whatdoyousayafterknockingonthedoor?

A:ThisisRoomService.I’vebroughtyouyourbreakfast.

26.Q:Phonetheguestandtellhimthatyou’vefoundthecellphonehe

losttheotherday.

A:ThisisLostandFound.Wehavefoundyourcellphone.

27.Q:Apologizetotheguestforthedelayofhisbaggagedelivery.

A:I’msorryforthedelay.Butthebellmanisdeliveringyourbaggage

uptoyourroomnow.

28.Q:AvisitorcomestomeetMr.SmithinRoom2501,butheisnotin

theroomnow,whatdoyousaytothevisitor?

A:I’mafraidMr.Smithisnotintheroomnow.Wouldyouliketoleave

amessage?

29.Q:Howdoyourespondifaguestcomplainsthatoneofthepillowsin

hisroomsmellsfunny?

A:I’msorry,sir.Iwillhaveanewpillowsenttoyourroomright

away.

30.Q:Howdoyoucheckwiththeguestwhensendinguphisluggage?

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A:Hereweare,Room1208.You’vegotthreepiecesofluggageinall.

Isthatright,sir?

31.Q:Howdoyouasktheguesttomakesureifthereissomethingidentical

attachedtohisluggage?

A:Isthereatagoranythingidenticalattachedtoyourluggage,sir?

32.Q:Theguestwantstoknowifhecanmakeadirectdialinternational

callfromhisroom.

A:Yes,sir.Youcanmakeadirect-dialinternationalcallfromyour

room.Pleasedial9first,andthenthecountrycode,theareacodeand

finallythetelephonenumber.

33.Q:Telltheguestwheretoleavehislaundry.

A:Justleaveyourlaundryinthelaundrybagbehindthebathroomdoor.

Theattendantwillcomeandcollectthelaundry.

34.Q:Tellthegueststocontactyouwhentheyhaverequests.

A:Ifyouhaveanyrequests,pleasefeelfreetoletusknow,weare

alwaysatyourservice.

35.Q:You’resendingbackthelaundrytoMr.Dave.Tellhimabuttonon

hisshirtismissing,andyou’vesewedonanewoneforhim.

A：Mr.Dave,here’syourlaundry.Bytheway,onebuttonwasmissing

fromyourshirt,andwe’vesewedonanewone.

36.Q:Oneguestlooksworried,showyourconcernandofferyourhelp.

A:Goodafternoon,youlookworried.Whathashappened?HowcanIhelp

you?/CanIbeofassistance?

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37.Q:Apologizefortheinconveniencecausedtotheguest,andassurehim

itwillnothappenagain.

A:I’msorryfortheinconvenience,sir.Iassureyouthiswon’t

happenagain.

38.Q:Theguesttellsyouthathe’sjusthadashower,andthebathroom

isquiteamess.

A:Don’tworrysir.Iwilltidyupyourbathroomrightaway.

39.Q:Howdoyougreetthechecking-inguestsattheFrontDesk?

A:Goodmorning.WelcometotheHotel.Doyouhaveareservation?

40.Q:Whataretheitemsofinformationareceptionistshouldaskthe

gueststoenterwhenfillingouttheregistrationform?

A:Thereceptionistshouldmakesurethatsuchinformationitemsas

theguest’sfullname,address,nationality,forwardingaddress,

visitingpurposeandsignatureareallenteredcorrectlyandlegibly.

41.Q:Howdoyouaskforguests’personalinformationpolitely?

A:Excuseme.MayIhaveyourname,addressandyourtelephonenumber?

42.Q:Informtheguestthatyouareabletoaccepthisbooking.

A:Wearegladtotellyouthatweareabletoacceptyourbooking.

43.Q:HowtoaskabouttheRoomRateforadoubleroom?

A:Whatisthepriceforadoubleroom?/Howmuchisadoubleroom

pernight?

44.Q:You’vehelpedtheguestcheckinattheFrontDesk.Andnowtell

himtofollowthebellboytohisroom.

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A:Ifyouareready,thebellboywillshowyouuptoyourroom.

45.Q:Howdoyouinformtheguestofthearrivalofhisvisitor?

A:AcertainMr.Zhangwantstoseeyou,sir.Heisnowwaitinginthe

lobby.

46.Q:Howdoyouaskthespeakertoslowdown?

A:Excuseme,butwouldyoupleaseslowdownalittle?/Excuseme,

madam,butwouldyoumindslowingdownabit?

47.Q：Givetwoexamplesofmakingcourteouspartingremarks.

A:Thankyouforcallingus,sir./Thankyouforchoosingusforyour

service,sir./Thankyouforstayingwithus,sir./Thankyouforusing

RoomService,sir.

48.Q：Howdoyoutalkaboutdistancewhenshowinggueststheway?

A:Ittakesabout20minutestogettherebytaxi/bus/onfoot./Itis

20minutes’taxiride/busride/walkfromhere.

49.Q：Howdoyoucheckifthevisitorofaguest,namedWilliams,hasan

appointment?

A:DidMr.Williamsknowthatyouwerecoming?/IsMr.Williams

expectingyou?/DoyouhaveanappointmentwithMr.Williams?

50.Q：Howdoyouoffertotakeamessageforaguest?

A:Wouldyouliketoleaveaword/message?/Anythingyou’dlikeme

totell/passalongtotheguest?

51.Q：Whatwouldyousayiftheguestwantsyoutobringsomedrinksfor

him?

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A：Iwillsendthemtoyourroomrightaway.

52.Q：Youaregoingtocleantheroomfortheguest,buthetellsyou

thatitisnotconvenientforhimnow,whatwillyousay?

A：I’llsay:That’sallright.Iwillbebacklater.Whattimewould

beconvenient,sir?

53.Q：Whatwillyoudoiftheguestsaysthatshewantstouseherhairdryer

butit’s110volts?

A：Iwillsendheratransformerorahairdryerfor220volts.

54.Q：Youaregoingtomaketurn-downservicefortheguest,butheis

working,whatwillyoudo?

A：IwillasktheguestifIshoulddoi