第一篇：首屆山東省旅游飯店行業(yè)服務(wù)技能大賽中西餐宴會(huì)擺臺(tái)、雞尾酒調(diào)制項(xiàng)目英語口試題庫(kù)

首屆山東省旅游飯店行業(yè)服務(wù)技能大賽 中西餐宴會(huì)擺臺(tái)、雞尾酒調(diào)制項(xiàng)目

英語口試題庫(kù)

題型一 中譯英

1.宴會(huì)是以誰的名字做的預(yù)訂？

譯：In whose name is the banquet reservation made? 2.我們晚餐開餐時(shí)間是下午5點(diǎn)到晚上10點(diǎn)。

譯：The time for dinner is from 5 pm until 10 pm.3.您打算每人的用餐標(biāo)準(zhǔn)是多少？

譯：How much would you like to pay for each person? 4.您的這瓶酒已經(jīng)添完了。請(qǐng)問是否需要再加一瓶？

譯：Your bottle of wine is empty.Would you like one more bottle? 5.您需要把菜分一下嗎？

譯：May I separate the dish for you? 6.您要不要來點(diǎn)烈性酒呢？要是喜歡酒精度低的話，我們這還有 米酒。

譯：Do you care for something a little stronger? If you prefer something milder, there is rice wine available here.7.祝您有個(gè)好胃口，先生。

譯：Have a good appetite, sir.8.全部的菜已經(jīng)上齊了，接下來還有點(diǎn)心。

譯：This is the complete course.There is dessert to follow.9.您們需要再加把椅子嗎？。

譯：Do you need one more chair, please?.10.請(qǐng)問您需要一杯冰水嗎？

譯：Would you like a glass of cold water, please? 11.有多種不同的烹調(diào)方法。

譯：There are a large variety of ways to cook.12.先生，您的桌子已經(jīng)準(zhǔn)備好了。請(qǐng)隨我來。

譯：Your table is ready now, sir.Please come with me.13.您使用維薩信用卡結(jié)賬享受9折優(yōu)惠。

譯：You have got a 10% discount for your Visa Card.14.這是我們廚師長(zhǎng)的拿手菜。

譯：This is our chef’s recommendation.15.我們給你帶來了這么多麻煩，為了表達(dá)歉意，特為您提供免 費(fèi)甜點(diǎn)。

譯：To express our regret for all the trouble, we offer you a complimentary dessert.16.做好這道菜大約需要15分鐘。

譯：It takes about 15 minutes to prepare the dish.17.您想要什么飲品來配您的主菜？

譯：What drinks would you like to go with your main course? 18.您是想坐在窗邊還是挨著吧臺(tái)？

譯：Would you like to sit near the window or by the bar counter? 19.您的雞尾酒需要加冰嗎？

譯：Would you like the cocktail on the rocks or straight up? 20.這是您的賬單，請(qǐng)您過目。

譯：Here’s your bill.Please check it.題型二 英譯中

1.At the dinner banquet Chinese food will be served and the minimum charge of RMB 80 Yuan is required for each person.譯：晚宴將是中餐宴會(huì)，最低消費(fèi)每位80 元，不包括酒水 2.What drinks are you going to have for the banquet?

譯：宴會(huì)需要什么酒水？

3.We don’t have any tables by the windows available.譯：現(xiàn)在沒有靠窗的位子了。4.Let me just confirm your reservation.譯：讓我來確認(rèn)一下您的預(yù)訂。

5.I’d like a private room for 15 people at eight thirty tomorrow evening.譯：我想訂明晚8點(diǎn)半可以容納15人的包間。6.Could you give me some more napkins? 譯：請(qǐng)多給我?guī)讖埣埥?7.Do you have vegetarian dishes? 譯：你們供應(yīng)素食嗎？ 8.Here are our cold dishes, sir.譯：先生，這是我們的涼菜。

9.We have fresh orange juice, apple juice, watermelon juice.譯：我們有鮮榨的橙汁、蘋果汁、西瓜汁。

10.What kind of tea would you prefer to begin/start with, black tea or green tea? 譯：您先喝什么茶？紅茶還是綠茶？

11.Chinese cuisine has a long history, and is one of the Chinese cultural treasures.譯：中國(guó)菜有著悠久的歷史，是中國(guó)文化中的瑰寶。

12.A deposit of RMB 500 Yuan is required to secure your booking.譯：您需預(yù)交500元押金去確保您的預(yù)訂。

13.Let me make you a special offer.譯：我給你一個(gè)特別優(yōu)惠價(jià)。

14.Here are some complimentary vouchers for you.You can pay with them next time when you have dinner in our restaurant.譯：我們有一些贈(zèng)券送給您，下次在我們餐廳用餐時(shí)可以使用。

15.It would be on the house.譯：那是免費(fèi)的。

16.I’d like two T-bone steak and a rump steak for the main course.譯：主菜我想要兩份T骨牛排和一份牛腿排。

17.When leaving the table during the course of your meal, put your napkin on your chair, not the table.譯：用餐中如果需要暫時(shí)離席，將餐巾放在你的座位上而不是餐桌上。

18.How would you like the steak done, rare, medium or well-done?

譯：您想要三分、五分還是全熟的牛排？

19.In American bars you pay drink by drink as you get it.譯：在美國(guó)的酒吧里，您喝一杯就得付一杯的酒錢。

20.The most common before-dinner drink is the cocktail, aconcoction of liquor and ingredients such as fruit juices, ice and fruits.譯：雞尾酒是最常見的餐前酒，它是烈酒和其他配料如果汁、冰塊、水果的混合物。

題型三 情景對(duì)話

1.What would you say to someone who walks into your restaurant for a meal? And how do you serve him / her?

Answer: Firstly, I will greet the guest by saying “Good morning, welcome to our Restaurant.”, and then ask the guest if he / she has a reservation by saying “Have you got any reservation?” If the guest has reserved a table, I will ask for his name and check it for the guest.Afterwards I’ll show him / her the way to the seat.If the guest doesn’t have any reservation，I will ask about the number of people, seat preference, and then arrange a table for the guest by saying “How many people do you have?” “Will this table do?”

2.If a foreign guest comes to ask for suggestions about Chinese food, and he/she would like something hot and spicy, what kind of dish would you recommend?

Answer: There are four major Chinese cuisines, or say, four styles.Each cuisine is distinctive with its own style and flavor.As the guest prefers something hot and spicy, I’d recommend Sichuan dishes are hot and spicy and taste different.Mapo Tofu and Yu-Shiang Shredded Pork are worth trying.3.What’s the major difference between liquor and wine? Answer: Liquor is an alcoholic beverage made by distillation rather than by fermentation.But wine is the beverage made of the fermented juice of any of various kinds of grapes, usually containing from 10 to 15 percent alcohol by volume.4.Do you think the service of Chinese banquet is much simpler than that of a western one? Why? Answer: No, I don’t think the service of Chinese banquet is simpler.Chinese are used to taking dinning as part of their culture, and while serving a Chinese banquet, we have to follow various rules.Although the working procedures of Chinese banquets are quite the same as those of Western ones, working staff should also pay attention to the Chinese dining etiquettes and provide proper services.For example, when receiving a wedding banquet, we have to serve hundreds of guests at the same time.It isn’t an easy job.5.If the guest complains about waiting for a long time, what would you do? Answer: First I would listen to his complaints with concerns patiently.And then I would say “Sorry to have kept you waiting”.Afterwards I would give him a solution by saying “I’ll check it right away./ I’m sorry, sir.We are short of help today.Would you like to have a drink first?”

6.While you are on duty, what would you do if the guest invites you to a drink?

Answer: It is against hotel regulations to go out for a drink with a guest when I am working.So, I would first tell the guest that I am working, and I am not available for the invitation.And at the same time, I would thank the guest all the same.7.What is your own opinion towards tips? Please state your idea in your own words.Answer: I think tips means that the guest is satisfied with my service.I know it is quite common in Western countries to accept tips from a guest.If the policy permits, I won’t refuse tips in case the guest would feel embarrassed.8.What is Russian service that is used to serve Western food? Key: For Russian service, waiters go around the table and present large dishes of food to each guest in turn.Waiters will help the guests, or the guests help themselves, to as much or as little as they like.9.Q：What will you do when the guest tells you that there’s something wrong with the bill?

A：I will check it with the guest carefully.If there is a mistake , I must make an apology to the guest，and then bring the bill to the cashier’s desk to correct it.10.Ｗhat would you like to say when the guest orders a cup of coffee? A：Would you like black coffee or white coffee? / Would you like your coffee with cream or milk? 6

第二篇：2014全國(guó)職業(yè)院校技能大賽中職組酒店服務(wù)賽項(xiàng)中餐宴會(huì)擺臺(tái)項(xiàng)目英語口試參考題庫(kù)(定稿)

全國(guó)職業(yè)院校技能大賽中職組酒店服務(wù)賽項(xiàng)

中餐宴會(huì)擺臺(tái)項(xiàng)目英語口試參考題庫(kù)

Part one

句子： 中譯英：

1.共有幾位客人？

譯：How many people are there in your party？ 2.我們已經(jīng)為您預(yù)訂一張6點(diǎn)半的餐臺(tái)。譯：We have reserved a table for you at 6:30.3.請(qǐng)問您在我們餐廳有預(yù)訂嗎？

譯：Do you have a reservation with us? 4.早餐的供應(yīng)時(shí)間是7點(diǎn)到9點(diǎn)。

譯：Breakfast will be served from 7:00 to 9:00.5.對(duì)不起，這張桌子已經(jīng)有客人預(yù)訂了。譯：Sorry, this table has been reserved.6.請(qǐng)問您有什么特殊要求？

譯：Do you have any special needs? 7.角落的位子怎樣？

譯：How about a seat in the corner? 8.這張桌子可以嗎?

譯：Will this table be all right for you? 9包間已經(jīng)準(zhǔn)備好了，先生。

譯：The private room is ready now, sir.10.您是要坐吸煙區(qū)還是非吸煙區(qū)？

譯：Would you like smoking area or non-smoking area? 11.包間的最低消費(fèi)是800元。

譯：For a private room, there is a minimum charge of 800 Yuan.12.請(qǐng)您在休息室里稍等一下，一有桌子我們就會(huì)安排您入座。

譯：Could you wait for a moment in the lounge, please？We’ll seat you as soon as we have a table.13.先生，您的桌子已經(jīng)準(zhǔn)備好了。請(qǐng)隨我來。

譯：Your table is ready now, sir.Please come with me.14.這是菜單，服務(wù)員隨后就到。

譯：Here is the menu.The waiter will be with you in a moment.15.這是菜單和酒水單。

譯：Here is the menu and the wine list.16.請(qǐng)問您現(xiàn)在可以點(diǎn)菜了嗎？

譯：Are you ready to order now?

17.中國(guó)有四大菜系，分別是川菜，粵菜，魯菜和江浙菜。

譯：In China, there are four major cuisines, that is, Sichuan, Guangdong, Shandong and Jiangsu-Zhejiang cuisine.18.這是您的賬單，請(qǐng)您過目。

譯：Here’s your bill.Please check it.19.廣東菜比較清淡而川菜的口味就比較重。

譯：Guangdong cuisine is light while Sichuan cuisine tastes strong.20.您想嘗嘗我們的招牌菜嗎？

譯：Would you like to try our specialty? 21.我們的大廚很棒。

譯：We have an excellent chef.22.我這就去和廚師商量。

譯：I’ll speak with the chef right away.23.烤鴨大概需要半個(gè)小時(shí)。

譯：Roast duck may take half an hour.24.你想喝點(diǎn)兒什么，先生？

譯：What would you like to drink, sir? 25.請(qǐng)簽上您的姓名和房間號(hào)碼。

譯：Please sign your name and room number here.26.干白葡萄酒是按瓶賣的。

譯：The dry white wine is sold by bottle.27.你們有什么牌子的啤酒？

譯：What brands of beer do you have? 28.如果您還有其他需要，請(qǐng)您隨時(shí)告訴我們。我們很樂意為您效勞。

譯：If you like to have something else, just feel free to ask.We are always at your service.29.您點(diǎn)的菜上齊了。請(qǐng)慢用。

譯：That’s everything you ordered.Please enjoy your meal.30.恐怕您點(diǎn)的菜太多了。

譯：I’m afraid you have ordered too much.31.我能幫您換一下盤子嗎？

譯：May I take your plate, please? 32.您還要再添米飯嗎？

譯：Would you like some more rice? 33.您想要點(diǎn)開胃菜或湯嗎？

譯：Would you like an appetizer or soup? 34.您想要什么主菜呢？

譯：What would you like for the main course? 35.您要一瓶紅葡萄酒配牛排嗎？

譯：Would you like a bottle of red wine to go with your steak? 36．先生，這是您的牛排，請(qǐng)慢用。

譯：Excuse me, sir.Here’s your steak.Please enjoy it.37.很抱歉，請(qǐng)多等一會(huì)。我們會(huì)盡快給您上菜。

譯：I’m really sorry.Please wait a few more minutes.I’ll bring the food to you as soon as possible.38.您的菜上齊了，甜點(diǎn)稍后上。

譯：This is a complete course.There is the dessert to follow.39.我想來杯加冰的威士忌。

譯：I’d like a glass of whisky on the rocks.40.先生，您總共消費(fèi)856元。譯：It comes to 856 Yuan, sir.41.牛排做得太老了。

譯：The steak is as tough as leather.42.非常抱歉，還有什么可以為您效勞嗎？

譯：I do apologize.Is there anything else I can do for you? 43.請(qǐng)問您要如何付賬？

譯：How would you like to pay? 44.是現(xiàn)金付賬，還是信用卡付賬？

譯：Would you like to pay in cash or by credit card? 45.是一起買單還是分開買單呢？

譯：Would you like to pay one bill or separate bills? 英譯中：

1.We are looking forward to serving you.譯：我們期待著您的光臨。

2.I want a table with a view of the river.譯：我想要張能看見江景的餐臺(tái)。3.How late do you stay open? 譯：你們幾點(diǎn)打烊？

4.I’m sorry, sir.There’s no vacant table for the moment.譯：先生，很抱歉。現(xiàn)在沒有空位了。

5.I’m sorry, sir.There aren’t any tables left for 7 this evening.譯：抱歉，先生。今晚七點(diǎn)沒有空位了。

6.I’m afraid that we can only guarantee a table before 8:00 this evening.譯：恐怕我們餐廳只能為您留桌到晚上八點(diǎn)。7.We’ll give you a 20% discount.譯：我們給您八折優(yōu)惠

8.In whose name was the reservation made？ 譯：請(qǐng)問以誰的名義預(yù)訂的？ 9.Would you come this way please? 譯：請(qǐng)您這邊走。

10.This table is too close to the kitchen.Can we move to another table? 譯：這張桌子離廚房太近了，我們能換一張嗎？

11.Our restaurant is full now.We might be able to seat you in 20 minutes.譯：我們餐廳現(xiàn)在沒有空位了。大約20分鐘后我們可以安排您入座。

12.Here’s the menu.Please take your time and a waiter will come to take your order.譯：這是菜單。請(qǐng)您慢慢看，待會(huì)兒服務(wù)員會(huì)來幫您寫菜單。13.We’d like a variety of typical Chinese foods.譯：我們想要點(diǎn)幾個(gè)中國(guó)特色菜。

14.Please arrange a 500 Yuan menu for the five of us.譯：請(qǐng)給我們五個(gè)人準(zhǔn)備500元的菜單。15.What are your specialties?

譯：你們的特色菜是什么？

16.The characteristics of Sichuan food are its strong local flavor，which is spicy and hot.譯：川菜的特點(diǎn)是有很濃郁的地方風(fēng)味，即麻辣。17.What kind of cold dishes have you got? 譯：你們這有什么涼菜？

18.I’m terribly sorry.The dish will be replaced immediately.譯：非常抱歉。這就給您把這道菜換掉。19.You can choose some snacks from the trolley.譯：您可以在手推車?yán)镞x些小吃。

20.The specialty of Sweet and Sour Pork is crispy.譯：糖醋里脊的特點(diǎn)是酥脆。

21.I’m afraid we do not serve this dish in our restaurant.May I recommend something else? 譯：恐怕我們餐廳沒有這道菜。我能給您推薦點(diǎn)別的嗎？ 22.How would you like your prawn prepared? 譯：您的蝦準(zhǔn)備怎么做呢？

23.I would like to suggest steaming the fish to remain its freshness.譯：我建議您蒸著吃以保持魚的新鮮。

24.May I recommend sauteed shrimp with green peas? 譯：我向您推薦青豆炒蝦仁，好嗎? 25.Our restaurant specializes in Guangdong cuisine.譯：我們餐廳的特點(diǎn)是以廣東菜為主。26.May I repeat your order, sir?

譯：先生，我重復(fù)一遍您點(diǎn)的菜嗎？ 27.Please rush our orders as we are in a hurry.譯：我們趕時(shí)間，請(qǐng)催一下我們的菜。28.Would you like anything else? 譯：請(qǐng)問還需要?jiǎng)e的嗎？

29.Would you like buffet or a la carte? 譯：請(qǐng)問您要吃自助餐還是點(diǎn)餐？ 30.May I recommend the chef’s salad?

譯：我推薦廚師色拉。

31.How would you like the steak? Medium, medium well or well-done? 譯：請(qǐng)問您的牛排需要半熟、七分熟、還是全熟？ 32.What would you like to go with your steak? 譯：您的牛排配什么菜呢？ 33.Would you like some desserts? 譯：您需要上甜點(diǎn)嗎？

34.Would you like to try our special drinks? 譯：您想嘗嘗我們的特飲嗎？

35.I’d like to try some Chinese spirits.譯：我想嘗下中國(guó)的白酒。

36.Cocktails are available, such as Martini, Manhattan, Gin & Tonic.Which do you prefer? 譯：我們有各種雞尾酒，如：馬丁尼、曼哈頓、杜松子酒。您要哪種？ 37.Straight up or on the rocks? 譯： 加不加冰？

38.May I open the bottle for you now? 譯：我現(xiàn)在幫您把瓶子打開好嗎？

39.A 10% service charge has been added to the total.譯：總費(fèi)用中加收了10%的服務(wù)費(fèi)。

40.Sorry, I’ll make it clear and inform you as soon as possible.譯：對(duì)不起，我去弄清楚并盡快告訴您。

41.Thank you for bringing this matter to our attention.譯：感謝您讓這件事引起我們的注意.42.Go along the corridor and the restroom is on your left.譯：順著走廊走，洗手間在您的左手邊。43.Please pay the bill at the cashier’s desk.譯：請(qǐng)?jiān)谑浙y臺(tái)結(jié)賬。

44.Could you please sign here, sir? 譯：先生，請(qǐng)?jiān)谶@兒簽字。

45.Is everything to your satisfaction? 譯：請(qǐng)問是否一切都滿意？

Part two

情景應(yīng)答：

1.Q：If the guest wants to reserve a table, what information do you have to know?

A：I have to know the time for reservation, the number of guests, the name of the guest, his telephone number, special needs and so on.2.Q：What would you like to say to the guest who walks into your restaurant for dinner?

A：Welcome to our restaurant.Do you have a reservation? 3.Q：If you are a hostess, what’s the first thing you have to find out when the guest comes? A：I have to find out whether the guest has a reservation or not.4.Q：What would you like to say if the guest wants a table that has been reserved? A：I’m sorry, sir.That table has been reserved, but would you like to have the table over there? 5.Q：What would you like to say if the guest wants to know the business hours in your restaurant?

A：We’re open from 6:30 a.m.to 10:00 p.m.6.Q：Before taking orders for the guest, what should you usually offer? A：I should offer the menu and the wine list.7.Q：How would you introduce your restaurant to the guest?

A：I would tell the guest the business hours, the specialties, the popular dishes and so on.8.Q：What would you like to say when you want to take order for the guest? A：May I take your order now? 9.Q：What would you like to say when you want to recommend something to the guest? A：May I recommend…? / How about…? / Why not try our…? / Would you like to try? 10.Q：What do you need to do after the guest has finished ordering？ A：I need to repeat all his orders to confirm the orders with the guest.11.Q：After you have finished the orders, what would you like to say? A：Thank you.Please wait a minute, we’ll be back soon with your orders.12.Q：What would you like to say to the guest when all the dishes have been served? A：That should be all you ordered.Enjoy your meal.13.Q：If the guest wants to smoke in the non-smoking area, what would you like to say? A：I am sorry there is no smoking here, but if you like, there is a smoking area.14.Q：What would you like to say if the guest asks for the dish that has been sold out? A：I am sorry that is not available, but would you like to try…?

15.Q：What would you like to say to the guest if you recommend your house specialty？ A：Would you like to try our house specialty? It’s very popular among our guests.16.Q：Ｗhat would you like to say when the guest has been waiting for a long time? A：I’m sorry to have kept you waiting.17.Q：What would you like to say when you want to know whether the guest is happy with his meal? A：Is everything to your satisfaction? / How was everything? 18.Q：Ｗhat would you like to say when the guest orders a cup of coffee? A：Would you like black coffee or white coffee? / Would you like your coffee with cream or milk? 19.Q：What would you like to say when you recommend special drinks to the guest? A：Would you like to try our special drinks? 20.Q：What would you like to say when the guest asks “Where can I have cocktail?” A：We serve cocktails in the lobby bar.21.Q：What would you like to say if the guest asks for a steak? A：How would you like your steak, medium, medium well or well-done? 22.Q：What will you do when the guest tells you that there’s something wrong with the bill? A：I will check it with the guest carefully.If there is a mistake , I must make an apology to the guest，and then bring the bill to the cashier’s desk to correct it.23.Q：What is the most important thing that you need to do when the hotel guest would like to charge his bill to his room? A：I must ask the guest to show his room card.24.Q：How can you know the method of payment that the guest would like to choose？ A：How would you like to pay, sir? 25.Q：What will you say to the guest when he is leaving the restaurant? A：Thank you for your coming./ We are looking forward to serving you again.

第三篇：重慶市第七屆中職學(xué)校職業(yè)技能大賽酒店服務(wù)賽項(xiàng)中餐宴會(huì)擺臺(tái)項(xiàng)目專業(yè)知識(shí)口試題庫(kù)

重慶市第七屆中職技能大賽酒店服務(wù)賽項(xiàng) 中餐宴會(huì)擺臺(tái)項(xiàng)目專業(yè)知識(shí)口試參考題庫(kù)

一、客觀題

（一）填空題

1.綠色旅游飯店是指以可持續(xù)發(fā)展為理念，堅(jiān)持清潔生產(chǎn)、倡導(dǎo)綠色消費(fèi)，保護(hù)生態(tài)環(huán)境和合理使用資源的飯店。

2.全國(guó)旅游星級(jí)飯店評(píng)定委員會(huì)是負(fù)責(zé)全國(guó)星評(píng)工作的最高機(jī)構(gòu)。3.飯店星級(jí)評(píng)定遵循企業(yè)自愿申報(bào)的原則。

4.星級(jí)復(fù)核分為復(fù)核和三年期滿的評(píng)定性復(fù)核。

5.飯店星評(píng)員分為：國(guó)家級(jí)星評(píng)員、地方級(jí)星評(píng)員（含省級(jí)和地市級(jí)）和星級(jí)飯店內(nèi)審員。

6.餐廳按經(jīng)營(yíng)方式分類可分為獨(dú)立經(jīng)營(yíng)、連鎖經(jīng)營(yíng)、特許經(jīng)營(yíng)。

7.根據(jù)《旅游飯店星級(jí)的劃分與評(píng)定釋義》的要求，商務(wù)會(huì)議型飯店大宴會(huì)廳或多功能廳的凈高度不低于 3.5 米。

8.餐廳結(jié)賬方式主要有現(xiàn)金結(jié)賬、簽單結(jié)賬、信用卡結(jié)賬、支票結(jié)賬等。9.斟酒的基本方法有兩種：一種是托盤斟酒，一種是徒手斟酒。10.托盤操作按其所承載的重量分為輕托和重托兩種。

11.中餐宴會(huì)中斟酒的順序是葡萄酒、烈性酒、啤酒或軟飲料。

12.中餐分菜方法主要有餐位分菜法、轉(zhuǎn)臺(tái)分菜法、旁桌分菜法和廚房分菜法四種。

13.中餐宴會(huì)上菜，嚴(yán)禁服務(wù)員在主人與主賓之間的位置上菜，否則會(huì)被視為不禮貌。

14.中國(guó)菜可分為地方菜、少數(shù)民族菜、宮廷菜、官府菜、素菜。

15.中餐廳是提供中式菜點(diǎn)、飲料和服務(wù)的餐廳，在設(shè)計(jì)裝潢，布置上應(yīng)突出中華民族風(fēng)格和地方特色，在服務(wù)方式、上菜程序等方面反映中華民族的飲食文化傳統(tǒng)。

16.我國(guó)的四大菜系是指川菜、魯菜、蘇菜和粵菜。

17.素菜主要由寺院素菜、市肆素菜、民間家常素菜三部分組成。18.官府菜主要包括孔府菜、譚家菜、隨園菜和紅樓菜。19.廣東菜是由廣州菜、潮州菜和東江菜構(gòu)成。20.目前我國(guó)面點(diǎn)可分為“京式”、“廣式”、“蘇式”三大流派。

21.火候是中式菜肴成敗的關(guān)鍵因素之一，要使菜肴達(dá)到嫩而不生、熟而不老、爛而不化的質(zhì)量要求。

22.宮保雞丁是川菜的代表菜之一。23.佛跳墻是閩菜的代表菜之一。24.龍井蝦仁是浙菜的代表菜之一。

25.川菜有“一菜一格、百菜百味”的聲譽(yù)，名菜有回鍋肉、麻婆豆腐等。

26.京菜由山東風(fēng)味、民族風(fēng)味、宮廷風(fēng)味組成，名菜有北京烤鴨、醬爆雞丁等。27.服務(wù)員給客人斟倒禮貌茶應(yīng)以七八分滿為宜。

28.在餐廳的吸煙區(qū)，如煙灰缸內(nèi)有兩個(gè)以上煙頭或有其他雜物時(shí)，應(yīng)馬上撤換煙灰缸。29.餐廳服務(wù)人員需要了解每道菜的烹調(diào)時(shí)間，才能在為顧客點(diǎn)菜時(shí)有針對(duì)性地推薦，而不致耽誤客人時(shí)間及供應(yīng)熱度不夠的菜肴。

30.迎送賓客時(shí)應(yīng)與客人保持１米左右的距離，步速與客人保持一致。

31.餐廳接待會(huì)議團(tuán)體客人時(shí)，服務(wù)員要提前15分鐘上冷菜，注意衛(wèi)生及葷素、色彩搭配。

32.在西餐服務(wù)中，英式服務(wù)是一種非正式的服務(wù)方式，又稱“家庭服務(wù)或主人服務(wù)”。

33.咖啡廳是飯店?duì)I業(yè)時(shí)間最長(zhǎng)的餐廳，一般采用美式服務(wù)。34.西餐上菜順序是開胃品、湯、沙拉（沙律或色拉）、主菜、甜點(diǎn)、咖啡或紅茶。35.西餐進(jìn)餐，餐具按順序由外向內(nèi)依次取用，左手使叉，右手使刀或匙。36.扒房采用法式服務(wù)為主。

37.西餐宴會(huì)開餐前30分鐘，將水杯斟倒4/5的冰水。38.酒的品質(zhì)鑒定主要有兩種方法：感官鑒別和理化鑒定。

39.客人用餐過程中，當(dāng)其杯中的酒水少于1/3時(shí)，應(yīng)及時(shí)添加。40.中式宴會(huì)中壽宴菜單字體可選用古樸的隸書或行草。

（二）判斷題

41.《旅游飯店星級(jí)的劃分與評(píng)定》（GB/T14308---2010）規(guī)定，四星級(jí)飯店應(yīng)有標(biāo)準(zhǔn)間（大床房、雙床房），有兩種以上規(guī)格的套房（包括至少3個(gè)開間的豪華套房），套房布局合理。（√）

42.《旅游飯店星級(jí)的劃分與評(píng)定》（GB/T14308---2010）規(guī)定，五星級(jí)飯店應(yīng)有標(biāo)準(zhǔn)間（大床房、雙床房），殘疾人客房，兩種以上規(guī)格的套房（包括至少4個(gè)開間的豪華套房），套房布局合理。（√）

43.被取消星級(jí)的飯店，自取消星級(jí)之日起一年后，不可重新申請(qǐng)星級(jí)評(píng)定。（×）（應(yīng)為：自取消星級(jí)之日起一年后，方可重新申請(qǐng)星級(jí)評(píng)定)44.飯店開業(yè)一年后可申請(qǐng)?jiān)u定星級(jí)，經(jīng)相應(yīng)星級(jí)評(píng)定機(jī)構(gòu)評(píng)定批復(fù)后，星級(jí)標(biāo)識(shí)使用有效期為兩年。兩年期滿后應(yīng)進(jìn)行重新評(píng)定。（×）（應(yīng)為：三年）

45.一星級(jí)、二星級(jí)、三星級(jí)飯店是有限服務(wù)型飯店，評(píng)定星級(jí)時(shí)應(yīng)注重對(duì)飯店產(chǎn)品進(jìn)行全面評(píng)價(jià)。（×）（應(yīng)為：評(píng)定星級(jí)時(shí)應(yīng)注重對(duì)飯店住宿產(chǎn)品進(jìn)行重點(diǎn)評(píng)價(jià)。）

46.各級(jí)旅游星級(jí)飯店評(píng)定委員會(huì)對(duì)一、二、三星級(jí)飯店的評(píng)定檢查工作應(yīng)在36小時(shí)內(nèi)完成。（×）（應(yīng)為：24小時(shí)）

47.麥當(dāng)勞的經(jīng)營(yíng)模式屬于獨(dú)立經(jīng)營(yíng)。（×）（應(yīng)為：特許經(jīng)營(yíng)）

48.熱毛巾箱、電飯鍋、微波爐、空調(diào)等電器使用后一定要切斷電源，電器設(shè)備周圍嚴(yán)禁堆放易燃易爆物品。（√）

49.餐廳是指向客人提供食物、飲料及休閑設(shè)施，使客人補(bǔ)充體力、恢復(fù)精神的公共就餐場(chǎng)所。（√）50.在使用托盤服務(wù)時(shí)，不能把托盤放在客人的餐桌上。（√）

51.零點(diǎn)餐廳是指賓客隨點(diǎn)隨吃，自行付款的餐廳，一般設(shè)置散桌，并接受預(yù)約訂餐。（√）

52.擺放餐巾花時(shí)除主人位外，一般要將觀賞面背向客人席位。（×）（應(yīng)為：朝向）

53.大、中圓形托盤常用于傳菜、托送酒水和盤碟等較重物品。（×）（應(yīng)為：長(zhǎng)方形）

54.示酒，是斟酒服務(wù)的第一個(gè)程序，它標(biāo)志著服務(wù)操作的開始。（√）

55.上菜順序各地不盡相同，原則上根據(jù)地方習(xí)慣安排上菜順序。（√）

56.啤酒、香檳酒、白葡萄酒在飲用前需要進(jìn)行冰鎮(zhèn)處理。（√）

57.上菜時(shí)中國(guó)傳統(tǒng)的禮貌習(xí)慣是“雞不獻(xiàn)頭，鴨不獻(xiàn)掌，魚不獻(xiàn)脊”。（√）

58.分菜時(shí)，服務(wù)員要做到心中有數(shù)，給每位客人的菜肴要做到等質(zhì)等量。（√）

59.中餐酒水一般斟至八分滿，紅葡萄酒斟至1/2，白葡萄酒斟至2/3，香檳酒斟至2/3。（√）

60.服務(wù)員應(yīng)站在客人左側(cè)給客人上茶。（×）（應(yīng)為：右側(cè)）

二、簡(jiǎn)答題

1.請(qǐng)列舉中國(guó)菜的特點(diǎn)。答：（1）歷史悠久；（2）原料廣博；（3）菜品繁多；（4）選料講究；（5）配料巧妙；（6）刀工精湛；（7）善于調(diào)味；（8）注重火候；（9）技法多樣；（10）講究盛器。

2.簡(jiǎn)述中餐廳電話接受訂座的程序。答：（1）問候語、報(bào)上餐廳名字、樂于為客提供幫助；（2）詢問賓客姓名、人數(shù)、時(shí)間、電話、特別要求；

（3）用客姓稱呼客人、復(fù)述客人來電的內(nèi)容，感謝客人的來電；（4）記錄并做好后續(xù)安排。

3.零點(diǎn)餐廳早餐開餐前服務(wù)員的準(zhǔn)備工作有哪些？ 答：（1）開餐前做好餐廳的環(huán)境衛(wèi)生工作，以符合衛(wèi)生要求；（2）按早餐擺臺(tái)要求擺臺(tái)，桌椅橫豎對(duì)齊；（3）準(zhǔn)備好各種早餐所需用具；

（4）檢查臺(tái)面上的調(diào)味品，各種調(diào)味品瓶口無污跡，分量符合要求；（5）儀容儀表檢查。

4.簡(jiǎn)述高檔餐具的特點(diǎn)。（答出5點(diǎn)即可得分）答：（1）白度或明度高。（2）透光度高。

（3）釉面質(zhì)量平整光滑，光澤度高。（4）無變形或極輕微的變形，裝飾精美。（5）具有能滿足實(shí)用要求的理化性能。（6）根據(jù)菜式要求成套配置。

5.簡(jiǎn)述接受點(diǎn)菜的要點(diǎn)。答：（1）首先了解客人有無特別要求；

（2）點(diǎn)菜時(shí)應(yīng)主動(dòng)介紹菜式的特點(diǎn)，幫助賓客挑選本餐廳的特色菜，特別是廚師當(dāng)天推薦的創(chuàng)新菜，時(shí)令菜，特價(jià)菜；點(diǎn)菜完畢后，應(yīng)復(fù)述給賓客聽，并詢問是否有錯(cuò)漏等；

（3）主動(dòng)向賓客推銷酒品、飲料；

（4）入廚單應(yīng)迅速準(zhǔn)確，遇到特殊賓客要求要加以注明，必要時(shí)與生產(chǎn)部門交代溝通。

6.簡(jiǎn)述客人餐后離座后服務(wù)要點(diǎn)。答：（1）賓客離座后，服務(wù)員應(yīng)及時(shí)檢查是否有尚未熄滅的煙頭，是否有遺留物品；

（2）收拾餐桌，先整理好餐椅，然后收席巾，香巾，最后收水杯、酒杯及其他餐具；

（3）重新布置餐桌，等候迎接下一批賓客。

7.請(qǐng)簡(jiǎn)述西餐菜品與酒水的搭配。（答出其中五點(diǎn)即可）答：（1）餐前飲開胃酒，如味美思、比特酒或雞尾酒等；（2）喝湯可以不飲酒或配飲較深色的雪利酒等；

（3）進(jìn)食海鮮類或口味清淡的菜肴時(shí)，配飲白葡萄酒；

（4）進(jìn)食牛排、羊排、豬排等時(shí)則配飲紅葡萄酒；進(jìn)食火雞、野味等菜肴時(shí)，配飲玫瑰紅葡萄酒或紅葡萄酒；

（5）奶酪——配飲甜葡萄酒、或繼續(xù)飲用主菜酒類；（6）甜點(diǎn)——配飲甜葡萄酒、雪利酒或利口酒；

（7）餐后——配飲甜酒或甜雞尾酒，如利口酒、缽酒等；（8）香檳酒可搭配任何西菜。

8.宴會(huì)的發(fā)展趨勢(shì)有哪些。答：（1）宴會(huì)的文化趨勢(shì)；（2）宴會(huì)的節(jié)儉化趨勢(shì)；（3）宴會(huì)的營(yíng)養(yǎng)化趨勢(shì)；（4）宴會(huì)的大眾化趨勢(shì)；（5）宴會(huì)的特色化趨勢(shì)。

9.簡(jiǎn)述宴會(huì)場(chǎng)景設(shè)計(jì)的基本要求。答：（1）賓客導(dǎo)向意識(shí)；

（2）立意清晰，突出主題；（3）科學(xué)選擇場(chǎng)景；（4）合理布置場(chǎng)地；（5）注意環(huán)境點(diǎn)綴。

10.中餐宴會(huì)的“八知”是什么？ 答：（1）知宴請(qǐng)規(guī)模；（2）知宴會(huì)標(biāo)準(zhǔn)；（3）知開餐時(shí)間；（4）知菜單內(nèi)容；（5）知賓主情況；（6）知收費(fèi)辦法；（7）知宴請(qǐng)主題；（8）知主辦地點(diǎn)。

11.中餐宴會(huì)的“三了解”是什么。答：（1）了解賓客風(fēng)俗習(xí)慣；（2）了解賓客進(jìn)餐方式；

（3）了解賓客特殊需要和愛好；

（4）對(duì)于規(guī)格較高的宴會(huì)，還應(yīng)掌握：宴會(huì)的目的和性質(zhì)，有無席次表、座次卡，有無音樂或文藝表演，有無司機(jī)費(fèi)用。

12.選擇宴會(huì)席間音樂的原則。答：（1）與宴會(huì)的主題相符；（2）與宴會(huì)的進(jìn)程相一致；（3）符合與宴者的欣賞水平；

（4）與宴會(huì)的環(huán)境氣氛相協(xié)調(diào)，注意民族特色和地方特色等。

13.飯店星級(jí)的劃分與評(píng)定中要求的服務(wù)基本原則是什么。答：（1）對(duì)賓客禮貌、熱情、親切、友好，一視同仁；

（2）密切關(guān)注并盡量滿足賓客的需求，高效率地完成對(duì)客服務(wù)；

（3）遵守國(guó)家法律法規(guī)，保護(hù)賓客的合法權(quán)益；

（4）尊重賓客的信仰與風(fēng)俗習(xí)慣，不損害民族尊嚴(yán)。

14.飯店星級(jí)的劃分與評(píng)定中要求的安全管理要求是什么。答：（1）星級(jí)飯店應(yīng)取得消防等方面的安全許可，確保消防設(shè)施的完好和有效運(yùn)行；

（2）水、電、氣、油、壓力容器、管線等設(shè)施設(shè)備應(yīng)安全有效運(yùn)行；

（3）應(yīng)嚴(yán)格執(zhí)行安全管理防控制度，確保安全監(jiān)控設(shè)備的有效運(yùn)行及人員的責(zé)任到位；

（4）應(yīng)注重食品加工流程的衛(wèi)生管理，保證食品安全；

（5）應(yīng)制訂和完善地震、火災(zāi)、食品衛(wèi)生、公共衛(wèi)生、治安事件、設(shè)施設(shè)備突發(fā)故障等各項(xiàng)突發(fā)事件應(yīng)急預(yù)案。

15.宴會(huì)服務(wù)注意事項(xiàng)。答：（1）服務(wù)操作時(shí)，注意輕拿輕放，嚴(yán)防打碎餐具和碰翻酒瓶、酒杯；

（2）宴會(huì)期間，嚴(yán)禁兩個(gè)服務(wù)員在賓客的左右兩邊同時(shí)服務(wù)；

（3）宴會(huì)服務(wù)應(yīng)注意節(jié)奏，以主桌賓客進(jìn)餐速度為標(biāo)準(zhǔn)；

（4）當(dāng)賓、主致辭，或舉行國(guó)宴演奏國(guó)歌時(shí)，服務(wù)員應(yīng)停止一切操作，迅速退至工作臺(tái)兩側(cè)肅立，姿勢(shì)端正，排列整齊，保持安靜，切忌發(fā)出響聲；

（5）席間若有賓客突感身體不適，應(yīng)立即向上級(jí)匯報(bào)；將食物原樣保存，留待化驗(yàn)。

16.簡(jiǎn)述在中餐宴會(huì)服務(wù)過程中哪些情況下需要更換骨碟。答：（1）凡是吃過冷菜換吃熱菜時(shí)；

（2）凡裝過魚腥味食物的骨碟，再吃其它類型菜肴時(shí)；

（3）凡吃甜菜、甜點(diǎn)、甜湯之前；食用風(fēng)味特殊、調(diào)味特別的菜肴時(shí)；（4）食用汁芡各異、味道有別的菜肴時(shí)；（5）出現(xiàn)骨碟灑落酒水、飲料時(shí)；（6）骨碟上有雜物時(shí)。

17.宴會(huì)分魚服務(wù)時(shí)，應(yīng)根據(jù)其不同的食用方法而進(jìn)行不同的分割裝碟。一般情況下，分魚的具體要求有哪些？ 答：（1）分魚前，應(yīng)備好餐碟、刀、叉、勺；

（2）將要分的整形魚向客人先展示后，方可進(jìn)行分魚服務(wù)；（3）餐刀、叉、勺使用手法得當(dāng)，不得在操作中發(fā)出聲響；（4）做到湯汁不滴不灑，保持盛器四周清潔衛(wèi)生；（5）操作動(dòng)作干凈利落；

（6）魚骨剔出后頭尾相連，完整不斷，魚肉去骨后完整美觀；（7）分魚裝碟數(shù)量均勻準(zhǔn)確。

18.全面質(zhì)量管理的內(nèi)涵。答：（1）全方位的管理；（2）全過程的管理；（3）全員參與的管理；

（4）方法多種多樣的管理等。

19.餐具的消毒方法。答：（1）煮沸消毒法；（2）蒸汽消毒法；

（3）高錳酸鉀溶液消毒法；（4）漂白粉溶液消毒法；（5）紅外線消毒法；（6）“84”消毒液消毒法等。

20.綠色旅游飯店的理念和實(shí)質(zhì)。答：（1）綠色旅游飯店是一種新的理念，它要求飯店將環(huán)境管理融入飯店經(jīng)營(yíng)管理中，以保護(hù)為出發(fā)點(diǎn)，調(diào)整飯店的發(fā)展戰(zhàn)略、經(jīng)營(yíng)理念、管理模式、服務(wù)方式，實(shí)施清潔生產(chǎn)；

（2）提供符合人體安全、健康要求的產(chǎn)品，并引導(dǎo)社會(huì)公眾的節(jié)約和環(huán)境意識(shí)、改變傳統(tǒng)的消費(fèi)觀念、倡導(dǎo)綠色消費(fèi)。

（3）它的實(shí)質(zhì)是為飯店賓客提供符合環(huán)保要求的、高質(zhì)量的產(chǎn)品，同時(shí)，在經(jīng)營(yíng)過程中節(jié)約能源、資源、減少排放，預(yù)防環(huán)境污染，不斷提高產(chǎn)品質(zhì)量。

三、應(yīng)變題

1.接到客人電話預(yù)訂時(shí)怎么辦? 答：（1）禮貌地向客人問好；

（2）詳細(xì)了解并記錄客人的要求和基本情況；（3）接受預(yù)訂后要重復(fù)客人電話的主要內(nèi)容；（4）告知客人預(yù)訂保留時(shí)間；

（5）如不能滿足客人預(yù)訂要求則請(qǐng)客人諒解；（6）并向客人表示歡迎和感謝。

2．客人來就餐但餐廳已經(jīng)客滿怎么辦? 答：（1）禮貌地告訴客人餐廳已客滿，并征詢客人是否先到候餐處等待；（2）迎賓員要做好候餐客人的登記，請(qǐng)客人看菜單，并提供茶水服務(wù)；

（3）在了解餐廳用餐情況后，要告訴客人大約等待的時(shí)間，并時(shí)常給客人以問候；

（4）一旦有空位，應(yīng)按先來后到的原則帶客人入座；

（5）如果客人不愿等候，建議客人在本飯店其他餐廳用餐或向客人表示歉意并希望客人再次光臨。

3．餐廳客人中有兒童，服務(wù)時(shí)怎么辦？ 答：（1）客人中有小童應(yīng)熱情幫忙擺放兒童椅；

（2）要注意兒童的心理特點(diǎn)，最重要的是把菜肴盡快給他們；（3）服務(wù)上要注意兒童餐桌上的餐具和熱水，把易碎的物品挪至小孩夠不著的地方，以防止對(duì)小孩的損傷和物品的損壞；

（4）給兒童的飲品要用短身的杯子和彎曲的吸管；（5）上菜時(shí)要注意避開在兒童的位置；（6）無煙區(qū)偏僻角落；（7）提供兒童菜單等。

4．客人訂了宴會(huì)，但過了預(yù)訂抵達(dá)時(shí)間還未到，怎么辦？ 答：（1）馬上與宴會(huì)營(yíng)業(yè)部聯(lián)系，查明客人是否取消宴會(huì)或推遲赴宴；（2）若是宴會(huì)延遲，立即通知廚房；

（3）若是宴會(huì)取消，按宴會(huì)合同進(jìn)行處理。

5.用餐的客人急于趕時(shí)間，怎么辦？ 答：（1）將客人安排在靠近餐廳門口的地方就餐，以方便客人離開；

（2）應(yīng)急客人之所急，介紹一些制作簡(jiǎn)單的菜式，并在訂單上注明情況，要求廚房、傳菜配合，請(qǐng)廚師先做；

（3）在各項(xiàng)服務(wù)上都應(yīng)快捷、盡量滿足客人要求，及時(shí)為客人添加飲料，撤換餐盤；

（4）預(yù)先備好賬單，縮短客人結(jié)帳時(shí)間。

6.為客人推薦酒水時(shí)，怎么辦？ 答：（1）站在主人的右側(cè)或適當(dāng)?shù)奈恢蒙希?/p>

（2）根據(jù)客人所點(diǎn)菜品為客人推薦合適的酒水；

（3）介紹酒水品種時(shí)，中間應(yīng)有所停頓，讓客人有考慮和選擇的機(jī)會(huì)；（4）準(zhǔn)確記錄客人所點(diǎn)酒水的種類、數(shù)量，要重復(fù)一遍，以確認(rèn)；（5）禮貌地請(qǐng)客人稍候，并盡快為客人呈上酒水。

7．若客人點(diǎn)的是需要冰凍的酒水(如白葡萄酒、香檳酒)怎么辦? 答：（1）應(yīng)準(zhǔn)備一套冰桶，加四成冰塊，再加水至冰桶八成滿；（2）把所點(diǎn)的酒水斜放在冰桶里，商標(biāo)朝上；（3）如客人事先預(yù)訂，要事先冰鎮(zhèn)好酒水待用；（4）是否需要冰鎮(zhèn)，提前征求客人意見。

8.上菜時(shí)，臺(tái)面已擺滿了菜，怎么辦？ 答：（1）征詢客人意見，將桌上快吃完的菜分讓給客人；（2）征求客人意見，將桌上快吃完的菜換成小碟盛裝；

（3）征求客人意見，將先上的菜放到服務(wù)桌上（視進(jìn)餐情況再擺上桌），騰出空位上菜；

（4）與廚房協(xié)調(diào)，控制出菜節(jié)奏。

9.主賓、主人需離席講話，負(fù)責(zé)主臺(tái)的服務(wù)員怎么辦？ 答：（1）在主賓、主人離席講話前，要先斟好主臺(tái)每位賓客的酒水；

（2）在主賓、主人離席講話時(shí)，服務(wù)員準(zhǔn)備好祝酒的酒水，放在托盤上，站立在一側(cè)；

（3）主賓或主人講話結(jié)束時(shí)迅速奉上，以便其舉杯敬酒。

10.客人在用餐過程中感到不適時(shí)，服務(wù)員應(yīng)如何處理？ 答：（1）保持鎮(zhèn)靜；（2）報(bào)告上級(jí)；（3）食物留樣；

（4）保管客人隨身物品；（5）安撫其他客人；（6）隨時(shí)遵從上級(jí)指示。

11.客人因等菜時(shí)間太長(zhǎng)，要求取消食物，怎么辦？ 答：（1）先檢查點(diǎn)菜單，了解原因；

（2）如果不是點(diǎn)菜的問題，到廚房了解是否正在烹調(diào)。若在烹調(diào)，回復(fù)客人稍候，并告訴客人出菜的準(zhǔn)確時(shí)間；若未烹調(diào)，通知廚房停止烹調(diào)，向上級(jí)匯報(bào)，按餐廳管理權(quán)限取消菜肴；

（3）為避免類似情況再次發(fā)生，點(diǎn)菜時(shí)對(duì)于烹調(diào)時(shí)間較長(zhǎng)的菜式，應(yīng)事先告知。

12.如何為行動(dòng)不便的賓客提供就餐服務(wù)？ 答：（1）應(yīng)尊重、關(guān)心、體貼和照顧；

（2）當(dāng)他們到達(dá)餐廳時(shí)，應(yīng)立即上前攙扶，幫助放妥手杖及攜帶物品；（3）如客人以輪椅代步，要安排在方便出入和靠墻的位置就座；（4）盲人入座后，服務(wù)員要主動(dòng)讀菜單幫助點(diǎn)菜；（5）盡量滿足客人需要。

13.客人在用餐過程中，要求改菜，怎么辦？ 答：（1）對(duì)客人的要求，我們要盡量滿足；

（2）通知傳菜部了解原菜式是否烹調(diào)，若已烹調(diào)，應(yīng)婉言地回絕客人,并征求客人意見是否需要加菜；

（3）若未烹調(diào)，應(yīng)馬上按客人的要求重新填寫點(diǎn)菜單交廚房，并按餐廳管理權(quán)限取消菜肴并通知餐廳經(jīng)理取消原菜式。

14.當(dāng)客人用餐期間反映物品遺失時(shí)，餐廳應(yīng)如何處理？ 答：（1）當(dāng)在場(chǎng)客人告訴服務(wù)員有物品遺失時(shí)，服務(wù)員要首先報(bào)告給當(dāng)值主管；（2）當(dāng)值主管應(yīng)立即對(duì)現(xiàn)場(chǎng)客人和環(huán)境給予了解；

（3）通知飯店保安人員，共同商討相關(guān)事宜，以求和平解決；

（4）如果事態(tài)嚴(yán)重且協(xié)商達(dá)不到一致，或查不出結(jié)果，應(yīng)當(dāng)上報(bào)公安機(jī)關(guān)做出最后處理意見。

15.發(fā)現(xiàn)未付賬的客人離開餐廳時(shí)，服務(wù)人員該怎么辦？ 答：（1）為預(yù)防此類情況發(fā)生，值臺(tái)服務(wù)員應(yīng)密切關(guān)注所負(fù)責(zé)區(qū)域內(nèi)客人的動(dòng)向；（2）將對(duì)讓給客人；（3）一旦發(fā)現(xiàn)未付賬的客人離開餐廳時(shí)，服務(wù)員應(yīng)馬上追上前有禮貌地小聲把情況說明，請(qǐng)客人補(bǔ)付餐費(fèi)；

（4）如果客人與朋友在一起，應(yīng)請(qǐng)客人站到一邊，再將情況說明，以免使客人感到難堪；（5）整個(gè)過程要注意禮貌，避免客人反感而不承認(rèn)，給工作帶來更大的麻煩。

第四篇：1-2017貴州省職業(yè)院校技能大賽酒店服務(wù)賽項(xiàng)客房中式鋪床項(xiàng)目英語口試題庫(kù)

2017貴州省職業(yè)院校技能大賽中職組酒店服務(wù)賽項(xiàng) 客房中式鋪床項(xiàng)目英語口試題庫(kù) 情景應(yīng)答及答題要點(diǎn)：

1.Q：How do you respond if a guest wants to buy something nice to take back to his little girl? A：I will recommend the hotel gift shop to the guest.And if time permits, I will recommend the local market to him as well.2.Q：You come to make up room for a guest, but he tells you that he prefers it later

because he is busy doing some paper work , what will you say? A：I will say: That’s all right.I will come back later.What time would it be convenient for you, sir?

3.Q：You are making up rooms when a guest comes and asks you to reschedule and

clean up his room now, since he is having a visitor in an hour.What will you say? A： I will say: We usually do the check-out rooms first, but we can make up rooms earlier on request.4.Q：What will you do if the guest says that she wants to use her hairdryer, but it’s 110 volts?

A：I will tell the guest that the electrical voltage in China is 220 volts.And I will send her a transformer or a hairdryer for 220 volts.5.Q：If the guest says that he will leave and come back 2 days later, and he is not able to take the laundry the next day.What will you say? A：I will tell him: they provide “hold-for-return” service in the Laundry Department, where he can have his laundry kept until he returns.6.Q：You are going to do turn-down service for the guest, but he is working, what will you do?

A：I will ask the guest if he’d like me to do the turn-down service now.If not, I will ask him when it will be convenient for him.7.Q：What will you say if the guest tells you the temperature in the room is not agreeable? A：Don’t worry.I will adjust the air-conditioning for you.8.Q: If the guest comes to you and says he can’t open the door with the key to his room, what will you do? A: I will go and have a check with him, and help to have his key changed if necessary.9.Q：What do you ask so as to see whether the guest needs some more help? A：Good afternoon.Is everything all right? Is there anything else I can do for you?

10.Q：If the guest complains that there is hair all over in the bathroom, what will you do? A： I will apologize first, and then I will tell the guest we’ll have a room attendant take care of this immediately, as hygiene and tidiness is our top priority.11.Q：Try to introduce the different types and styles of rooms in the hotel to Mr.Bellows

who is making a reservation over the phone.A：What kind of room would you like, Mr.Bellows? We have single rooms, double rooms, suites and deluxe suites in Japanese, British，Roman, French and presidential styles.12.Q：A guest tells you that he is attending an important conference, and wants to have his suit dry-cleaned as soon as possible.What will you do to help? A: I will suggest that he take the express laundry service.There will be an extra charge of 50% for the express, but the laundry will be sent back to him in four hours.13.Q：What will you do if the guest wants to surf the internet in the hotel？

A：I will tell the guest that the hotel offers free internet service in the room.Besides, guest is always welcome to the Business Centre or the Internet Café of the hotel.14.Q：What’s the information you give when you’re introducing a guestroom to the guest？

A：I will introduce the equipment, the services provided, special facilities and the view the guest may get from the room.15.Q：When a guest calls to ask if you can send someone to take her laundry, what will you say?

A：Sure I will inform the valet to pick up your laundry.May I have your room number, please?

15.Q: You show the guest to his room, and he asks where he can get the slippers.What will you say? A: “Let me get the slippers for you, they are here in the wardrobe.”

17.Q：If the guest says he would like to sleep late the next morning, what will you suggest? A：Please press the “Do Not Disturb”(DND)button before you go to bed, and you won’t be disturbed the next morning.18.Q：A guest wonders if the outdoor swimming pool of the hotel is a right place to cool off and relax.A: Our outdoor roof-top swimming pool features a 150-metre long pool.It presents an excellent oasis for the guests to cool off and relax after a busy day.19.Q: If the guest asks you to look after the baby for her, what will you say? A: I’m sorry, madam.I can’t do that.It’s against our hotel’s regulation.But we have a very good baby-sitting service.The sitters are well-educated and reliable.20.Q：What do you need to check when you collect the guest’s laundry?

A： I will check how many pieces of laundry there are and see if the guest has filled out the laundry list.21.Q：What will the attendant say to help if a guest asks to have a stain on his clothes removed? A：Sure.We will try our best to remove the stain but we cannot guarantee the result.22.Q：What will you say when the guest has finished checking-in at the Front Desk? A：Here is your room key and the bellboy will show you up to your room.Hope you’ll enjoy your stay in our hotel.23.Q：As a Front Office clerk, how do you deal with a miscalculated bill? A：I will apologize for the miscalculation to the guest first, and then check it with the department concerned.24.Q: What will you say if the guest complains the beef steak sent by Room Service is rare, while he asked for well-done? A: I’m terribly sorry.I will inform the Food and Beverage Department;they’ll see to the matter and have another steak prepared to your appetite.25.Q：What will you say if there is no room available for the guest who is calling to make a reservation? A：I’m sorry, but we are fully booked.Shall I put you on the waiting list? We will contact you if there is a cancellation.26.Q: If the guest says some of the lights in the room are flashing, what will you do? A: I’m sorry.I will inform the Maintenance Department to deal with it right away, and they will make sure to change some new lights for you as soon as possible.27.Q：What do you say to the outside phone caller when you’ve got no response after putting him through to one of the guest’s room?

A：I’m afraid he is not in the room at the moment.Would you call back later?

28.Q：What will you say when you notice a guest is not feeling well?

A：Are you all right / What’s the matter, Mr.Simpson? You look pale.Shall I send for a doctor?

29.Q: What will you say if the guest calls to borrow a patch board? A: May I have your room number? I will send an attendant up with a patch board to you right away.30.Q: How do you respond to an unexpected request from the guest?

A: I’m not sure, but we’ll see what we can do for you./ I can’t guarantee, but let’s see what we can do.31.Q：Tell the guest how to use the “Make up Room” sign.A：If you want the housemaid to make up your room earlier, just hang the “Make up Room” sign outside on the door.32.Q：Tell the guest how to ask for Room Service by telephone.A：You can dial 515 to ask for Room Service.Room Service is available round the clock.33.Q：Inform the guests about breakfast service in the hotel.A：The hotel provides buffet service for breakfast, which is available between 6:30am and 10:00 am.34.Q：Explain to the guest the hotel preference policy in making up rooms.A：We always make up the check-out rooms first, unless there is a request.35.Q： Explain to the guest the use of the Hotel Service Directory.A：By referring to the Hotel Service Directory on the writing desk, you’ll find detailed information about all the services we provide in the hotel.36.Q：Inform the guests about the free shoe shining service of the hotel.A：The hotel provides free shoe shining service for the guests.Just put them into the shoe basketif you want to have them polished.37.Q：Tell the guests about the voltage difference between the USA and China;remind him that the sockets in the bathroom are for 110 volts and 220 volts respectively.A：The voltage here is much higher than that in the USA.There’re two sockets in the bathroom, one is for 110 volts and the other 220 volts.38.Q：The guest would prefer the turndown service for him after 9:00 pm when you’ll be off duty.How do you respond? A：Don’t worry, sir.I will make sure to let the night staff know, and he’ll do the turndown service for you after 9:00 pm.39.Q：Introduce 3-4 types of laundry services the hotel provides to the guests.A：The Laundry Department of our hotel is experienced, and they provide the same-day service, the express service, the next-day service and the express pressing service.40.Q：A guest calls to complain that there are not enough hangers in his room, how do you respond? A：Don’t worry, sir, I will have some more hangers sent to your room right away.May I know your room number? 41.Q：Explain to the guest how to use the door knob menu to order and have his breakfast in the room.A：You may use the door knob menu to order Room Service.Just tick the items you’d like for breakfast, write down the time, and hang the door knob menu outside the

door before you go to bed tonight 42.Q：The guest orders Room Service, and now you are delivering his breakfast to the room.What do you say after knocking on the door?

A：This is Room Service.I’ve brought you your breakfast.43.Q：The guest complains that the water tap is leaking, and the noise of it is driving him crazy.How do you respond? A： I will tell the guest that I will report it to the Maintenance Department and have the tap fixed as soon as possible.44.Q：Phone the guest and tell him that you’ve found the cell phone he lost the other day.A：This is Lost and Found.We have found your cell phone.45.Q：Apologize to the guest for the delay of his baggage delivery.A：I’m sorry for the delay.But the bellman is delivering your baggage up to your room now.46.Q：A visitor comes to meet Mr.Smith in Room 2501, but he is not in the room now, what do you say to the visitor?

.A：I’m afraid Mr.Smith is not in the room now.Would you like to leave a message?

47.Q：How do you respond if a guest complains that one of the pillows in his room smells funny?

A： I’m sorry, sir.I will have a new pillow sent to your room right away.48.Q：What do you say when you want the guest to follow you to his room?

.A：Room 1502 is nice and comfortable.Let me show you to your room, sir.This way please.49.Q：How do you check with the guest when sending up his luggage?

.A：Here we are, Room 1208.You’ve got three pieces of luggage in all.Is that right, sir?

50.Q：How do you ask the guest to make sure if there is something identical attached to his luggage?

A： Is there a tag or anything identical attached to your luggage, sir?

51.Q：The guest wants to know if he can make a direct dial international call from his room.A：Yes, sir.You can make a direct-dial international call from your room.Please dial 9 first, and then the country code, the area code and finally the telephone number.52.Q：Tell the guest where to leave his laundry..A： Just leave your laundry in the laundry bag behind the bathroom door.The attendant will come and collect the laundry.53.Q：Tell the guests to contact you when they have requests..A：If you have any requests, please feel free to let us know, we are always at your service.54.Q：You’re sending back the laundry to Mr.Dave.Tell him a button on his shirt is missing, and you’ve sewed on a new one for him..A：Mr.Dave, here’s your laundry.By the way, one button was missing from your shirt, and we’ve sewed on a new one.55.Q：One guest looks worried, show your concern and offer your help..A：Good afternoon, you look worried.What has happened? How can I help you? / Can I be of assistance?

56.Q：Apologize for the inconvenience caused to the guest, and assure him it will not happen again..A：I’m sorry for the inconvenience, sir.I assure you this won’t happen again.57.Q：The guest tells you that he’s just had a shower, and the bathroom is quite a mess.A：Don’t worry sir.I will tidy up your bathroom right away.58.Q：How do you respond if the guest asks you whether baby-sitting service is available in the hotel? A：Yes, we do have Baby-Sitting Service in the hotel.You can dial 888 for Baby-Sitting Service.The sitters are competent and experienced.59.Q： How do you greet the checking-in guests at the Front Desk?

A： Good morning.Welcome to the Hotel.Do you have a reservation?

60.Q：How do you bid farewell to a checking-out guest?

A：Thank you for coming.Hope you enjoyed your stay with us.Good bye.61.Q：Inform the guests that the hotel provides a hand torch for the guest.A：There’s a hand torch in the drawer of the bedside table for your convenience.62.Q：What are the items of information a receptionist should ask the guests to enter when filling out the registration form? A：The receptionist should make sure that such information items as the guest’s full name, address, nationality, forwarding address, visiting purpose and signature are all entered correctly and legibly.63.Q：How do you ask for guests’ personal information politely?

A：Excuse me.May I have your name, address and your telephone number?

64.Q：Inform the guest that you are able to accept his booking.A： We are glad to tell you that we are able to accept your booking.65.Q：How to ask about the Room Rate for a double room? A：What is the price for a double room? / How much is a double room per night?

66.Q：How do you ask the guest to fill out the registration form while you’re busy with the key card? A：Would you please fill out this registration form while I prepare your key card?

67.Q：You’ve helped the guest check in at the Front Desk.And now tell him to follow the bell boy to his room.A：If you are ready, the bell boy will show you up to your room.68.Q：A guest is making a reservation and he wonders if there is a special rate for group reservation.A：Yes, there is.We offer a 10 per cent discount for a group reservation.69.Q：How to request for an extension of stay in the hotel? A：I wonder if it is possible for me to extend my stay at the hotel.70.Q：How do you inform the guest of the arrival of his visitor? A：A certain Mr.Zhang wants to see you, sir.He is now waiting in the lobby.71.Q: Give an example of making a general comparison of three Hotels.A: The Palace, the Plaza and the Regent are distinguished international hotels.The Regent is the largest but the Palace is the most modern./ The Plaza is not as luxurious as the Palace, but it is just as comfortable as the Regent.72.Q: How do you ask the speaker to slow down? A: Excuse me, but would you please slow down a little? / Excuse me, madam, but would you mind slowing down a bit?

73.Q: How are advance reservations made?

A: Advance reservations are made in different ways.Some people send reservation letters to the hotel.Some go directly to the hotel and make reservations in person.Others call the hotel and make reservations over the telephone.Still others telegraph hotels for rooms.Nowadays, more and more people make reservations by Internet Service.74.Q: Give two examples of recommending an executive suite to the guests.A: May I suggest that you try the executive suite? / You might want to try the executive suite of our hotel./ Why don’t you try the executive suite? / You could try the executive suite if you like.75.Q: Give two examples of making courteous parting remarks.A: Thank you for calling us, sir./ Thank you for choosing us for your service, sir./

Thank you for staying with us, sir./ Thank you for using Room Service, sir.76.Q: Give two examples of quoting a price for a single room to the guests.A: A single room would run you between $80 and $95 at this time of year, madam./ A single room can cost you between $80 and $95, madam./ Room rate ranges from $80 to $95 for a single room, madam./ It is between $80 and $95 per night for a single room, madam.77.Q: How do you talk about distance when showing guests the way? A: It takes about 20 minutes to get there by taxi/bus/on foot./It is 20 minutes’ taxi ride/ bus ride/ walk from here.78.Q: How do you give directions when showing guests the way? A: Walk two blocks down Queen Street, until you hit Cypress Street./ Go straight along Sunshine Street, and turn left at the first traffic light./ Walk all the way down this street, until you get to the first intersection.79.Q: How do you check if the visitor of a guest, named Williams, has an appointment? A: Did Mr.Williams know that you were coming? / Is Mr.Williams expecting you? / Do you have an appointment with Mr.Williams?

80.Q: How do you offer to take a message for a guest? A: Would you like to leave a word/message? / Anything you’d like me to tell/pass along to the guest? 8

第五篇：2015全國(guó)職業(yè)院校技能大賽中職組酒店服務(wù)賽項(xiàng)客房中式鋪床項(xiàng)目英語口試參考題庫(kù) （范文模版）

全國(guó)職業(yè)院校技能大賽中職組酒店服務(wù)賽項(xiàng)

客房中式鋪床項(xiàng)目英語口試參考題庫(kù)

Part one

句子： 中譯英：

1.如果您希望您的房間過一會(huì)兒清掃，請(qǐng)打電話給前臺(tái)。

譯：If you’d like to have your room cleaned later, please call the front desk.2.先生，請(qǐng)讓我為您介紹一下房間設(shè)施。譯：Let me introduce the room to you, sir.3.在房間上網(wǎng)是免費(fèi)的。

譯：We offer free internet service in the room.4.除非有人要求，一般來說，我們總是先打掃走客房。

譯：We always clean the check-out rooms first, unless there is a request.5.對(duì)不起，先生。您再等20分鐘可以嗎？

譯：I’m sorry, sir.But could you wait another 20 minutes, please? 6.對(duì)不起，請(qǐng)問有沒有要洗的衣服？

譯：Excuse me, do you need laundry service? 7.我們隨時(shí)為您服務(wù)。

譯：We are always at your service.8.如果您需要幫助，請(qǐng)撥9到客房中心。

譯：If you need any help, you may call the Service Center by dialing 9.9.我們總是盡力按要求盡早打掃房間。

譯：We always try to have rooms made up early on request.10.客房電視可以接收中央臺(tái)和地方電視臺(tái)節(jié)目。

譯：The TV set in the room can receive the China Central Television and local TV programs.11.酒店客房均設(shè)有個(gè)人密碼保險(xiǎn)箱，用于存放您的貴重物品。

譯：The guestroom has safety box with personal password to store the valuables.12.房間里有小冰箱。

譯：There is a mini-bar in the room.13.詳細(xì)情況可以在服務(wù)手冊(cè)中查到。

譯：For detailed information, please refer to the service directory.14.酒店為客人提供免費(fèi)的擦鞋服務(wù)。

譯：The hotel provides free shoe shining service for the guests.15.我會(huì)在5分鐘內(nèi)將電源適配器給您送去。

譯：I will deliver the adapter to your room in 5 minutes..16.離開房間時(shí)請(qǐng)記得帶房卡。

譯：Please take the room card with you when you leave the room.17.您能送一個(gè)嬰兒床到1215房間來嗎？

譯：Could you send a baby cot to Room 1215? 18.先生，您什么時(shí)候比較方便？

譯：What time would it be convenient for me to come back, sir? 19.您希望我什么時(shí)候過來打掃房間？

譯：When would you like me to clean your room? 20.這件毛衣要用冷水手洗。

譯：I’d like this sweater washed by hand in cold water, please.21.你替我要一輛出租車好嗎？

譯：Could you get a taxi for me, please? 22.您希望什么時(shí)候把衣服給您送回來？

譯：When would you like your laundry back? 23.請(qǐng)讓我看一下您的房卡好嗎？

譯：Could you show me your room card, please? 24.這是我們酒店的規(guī)定。希望您能理解。

譯：This is our hotel policy.I hope you can understand.25.請(qǐng)問您要快洗服務(wù)還是普通服務(wù)？

譯：Would you like express service or standard service? 26.我想多要一床毛毯和兩只枕頭可以嗎？

譯：Can I have one more blanket and two more pillows, please? 27.我們這里有不同種類的服務(wù)，如水洗、干洗、燙、染和縫補(bǔ)。

譯：We have different services here such as laundry, dry-cleaning, ironing, dyeing and mending.28.衛(wèi)生間的香皂用完了，請(qǐng)?jiān)俳o我添一塊新的，好嗎？

譯：The soap in the toilet has been used.Will you please give me a new one? 29.把要洗的衣服放在衛(wèi)生間的塑料袋里就行了。每天早晨整理完床鋪后

我會(huì)把洗衣袋帶走的。

譯：Just put your laundry in the plastic bag in the bathroom.I’ll collect it after I make the bed every morning.30.這是2139房間。請(qǐng)送一個(gè)電熨斗。

譯：This is Room 2139.Can you send me an iron, please? 31.我們飯店提供24小時(shí)客房送餐服務(wù)。譯：Room service is available 24 hours a day.32.請(qǐng)您填寫洗衣單，好嗎？

譯：Could you fill in/out the laundry form, please? 33.我是送餐服務(wù)員，這是您的早餐。

譯：This is Room Service.I’ve brought you the breakfast.34.您能提供一些關(guān)于您丟失物品的信息嗎？

譯：Could you give us some information about your lost item? 35.水龍頭整晚都在漏水。

譯：The tap has been leaking all night long.36.3206房間的電視機(jī)壞了，請(qǐng)派人來修理一下。

譯：The TV in Room 3206 isn’t working.Please send someone to fix/repair it.37.這里是失物招領(lǐng)處。我們找到了您的手機(jī)。

譯：This is Lost and Found.We have found your cell phone.38.我會(huì)通知維修部和客房服務(wù)員。

譯：I will inform the Maintenance Department and the Housekeeping.39.史密斯先生不在房間，您需要留言嗎？

譯：I’m afraid Mr.Smith is not in the room now.Would you like to leave a message? 40.別擔(dān)心，我會(huì)通知夜班人員，他會(huì)為您做的。

譯：Don’t worry.I’ll inform the overnight staff.They’ll do it for you.英譯中：

1.We provide our customers with a variety of services such as currency exchange, food and beverage, laundry, mail, etc.譯：我們向顧客提供貨幣兌換、餐飲、洗衣、函件等多項(xiàng)服務(wù)。2.Your room number is 3611.Follow me please.譯：您的房號(hào)是3611。我?guī)^去。

3.Please contact us if you have any problems, sir.We’ll do our best to help you.譯：先生，有什么問題請(qǐng)與我們聯(lián)系。我們會(huì)盡力給予幫助。4.The room is at the end of the corridor.譯：房間在走廊的盡頭。

5.The pillowcases are dirty;could you change them for us? 譯：枕套臟了，請(qǐng)您換一下好嗎？

6.If a guest wants his room done at some specific time, he can hang the sign outside on the doorknob.譯：如果客人要求在特定的時(shí)間整理房間，他可以把標(biāo)記牌掛在門外的把手上。

7.The guestrooms are equipped with mini bar to offer you a variety of drinks.Please sign the wine list after you drink.譯：酒店客房設(shè)有迷你酒吧，為您提供多款飲品，請(qǐng)您飲用后在酒水單上簽字。

8.When will I have my laundry back? 譯：我什么時(shí)候能取回送洗的衣服？

9.Here’s your room.May I put your luggage/baggage here? 譯：這是您的房間。我把您的行李放這里好嗎？ 10.You’ve got three pieces of luggage/baggage.Is that right, sir? 譯：先生，您一共有三件行李，是嗎？ 11.Excuse me, could you return the printer because another guest wants to use it.譯：請(qǐng)把打印機(jī)還給我們好嗎？有一個(gè)客人要用。12.Is there a tag attached to the luggage/baggage? 譯：行李上面有標(biāo)簽嗎？ 13.There’s a 10% discount for a double room.譯：大床間可以打九折。14.I’ll send them up to your room, just one moment, please.譯：我馬上把東西送到您的房間，請(qǐng)稍等。15.I would like to store my laptop in your safety box.譯：我想把我的筆記本電腦存在飯店的保險(xiǎn)柜里。16.Could you remove the stain on my skirt, please? 譯：您能把我裙子上的污點(diǎn)洗掉嗎？

17.We will refund the cost of the laundry.You may buy a new sweater and give us the receipt.譯：我們可以退還洗衣費(fèi)。您可以買件新毛衣，把發(fā)票寄給我們。18.The shirt lost a button, could you sew it on for me? 譯：這件襯衫掉了一顆紐扣，能幫我縫上嗎？ 19.Please deposit your money, jewelry and other valuables in the hotel safety box.譯：請(qǐng)將您的現(xiàn)金、珠寶和其他貴重物品寄存在酒店的保險(xiǎn)箱內(nèi)。20.We will check them with the security section.譯：我們會(huì)同保安部的工作人員一起去查找一下。21.You can make long distance calls from your room.譯：您可以在房間里打長(zhǎng)途電話。22.I’m sorry, sir.I’m going to your room as soon as I finish this one.譯：對(duì)不起，先生，我打掃完這個(gè)房間就去您的房間。23.If you have any requests, please don’t hesitate to let us know.譯：如果您有需求，請(qǐng)隨時(shí)找我們。24.Could you check the contents in your parcel? 譯：您檢查一下您包裹里的物品好嗎？ 25.I’d like to have an extra blanket and one more glass.譯：我想多要一張?zhí)鹤雍鸵粋€(gè)玻璃杯。26.I’m sorry to hear that, madam.But would you tell me exactly what happened? 譯：很遺憾，發(fā)生了這種事，您能把事情經(jīng)過詳細(xì)描述一下嗎？ 27.Could you call maintenance to fix the window and housekeeping to clean the carpet, please? 譯：您能派名維修人員來修理窗戶并派名客房服務(wù)員來打掃一下地毯?jiǎn)幔?28.Do you prefer laundry returned on the same day or by express service? 譯：您的衣服是要當(dāng)日取還是快洗服務(wù)？ 29.I’ll send maintenance to your room to check it right away.He will be here in a few minutes.譯：我馬上派一名維修工到您房間檢查一下，他馬上就到。30.We’re very sorry for the delay, sir.Your luggage/baggage was wrongly delivered to Room 608.譯：很抱歉行李送晚了，您的行李被誤送到608房間了。31.We apologize for troubling you so much.譯：很抱歉給您添了這么多麻煩。32.I’m sorry to disturb you.I’m here to check the smoke detector in your

room.譯：對(duì)不起打擾了。我來查看您房間里的煙感器。33.I assure you it will never happen again.譯：我向您保證這類事情以后不會(huì)再發(fā)生了。34.I’m afraid all printers have been sent out.譯：恐怕我們的打印機(jī)都被借走了。35.If the guest doesn’t know how to use the electric facilities in the room, show him how to use it or give some explanations.譯：如果客人不會(huì)使用房間的電器設(shè)備，給客人演示或解釋。36.For baby-sitting service, the charge is 50 Yuan per hour.譯：托兒服務(wù)每小時(shí)收費(fèi)50元。37.How would you like to pay, by credit card or in cash? 譯：請(qǐng)問您要怎么付款，刷卡還是付現(xiàn)金？ 38.I’ve come to repair the facilities in the bathroom.Can you please tell me what the problem is, please?

譯：我來維修衛(wèi)生間的設(shè)施，請(qǐng)您詳細(xì)地告訴我什么壞了，好嗎？ 39.According to the regulations, anyone who breaks a glass will have to pay for it.譯：根據(jù)規(guī)定，任何打碎玻璃杯的人都得賠償。40.I am Sandy from housekeeping.If you need any assistance, please do not hesitate to contact me.譯：我是房務(wù)部的Sandy。如果您有任何需要，請(qǐng)及時(shí)聯(lián)系我。

Part two

情景應(yīng)答：

1.Q：What would you say if the guest wants you to bring some drinks for him?

A：I will send them to your room right away.2.Q：You are going to clean the room for the guest, but he tells you that it is not convenient for him now, what will you say?

A：I’ll say: That’s all right.I will be back later.What time would be convenient, sir?

3.Q：What will you do if the guest says that she wants to use her hairdryer but it’s 110 volts?

A：I will send her a transformer or a hairdryer for 220 volts.4.Q：You are going to make turn-down service for the guest, but he is working, what will you do?

A：I will ask the guest if I should do it now.If not, I will ask him when it will be convenient for him.5.Q：What would you say if the guest tells you the temperature is low in the room? A：I will adjust the air-conditioning for you.6.Q：What would you say when you want to know whether the guest needs some more help?

A：Is there anything else I can do for you?

7.Q：If the guest complains that there is hair all over his bathroom counter and in his tub, what will you do? A：I will apologize first.And then explain that cleanliness is very important to us.I will have a room attendant take care of that immediately.8.Q：If a guest calls to complain that his room key does not work, what will you say?

A：I’m sorry for the inconvenience.I will make you a new key right now, however I need your identification please.9.Q：What will you do if the guest wants to surf the internet in the hotel？ A：I will tell the guest that the hotel offers free internet service in the room, and there is an internet café in the hotel as well.10.Q：How will you introduce a guestroom to the guest？

A：I will introduce the equipment, the views, the services provided and so on to the guest.11.Q：When a guest asks you to take her clothes for laundry by phone, what will you say?

A：Certainly, madam.I will inform our housekeeping to pick up your laundry.May I have your room number, please?

12.Q：If the guest says he would like to sleep late the next morning, what would you say?

A：Please press the “Do Not Disturb” button so the room will be cleaned after tomorrow lunchtime.Is that OK?

13.Q：When a guest asks about the express laundry service, what will you say? A：For express service, you may get your laundry back in 4 hours.But

there is a 50% extra charge.14.Q：What do you need to check when you collect the guest’s laundry? A： I will check how many pieces of laundry there are and see if the guest has filled in the laundry list.15.Q：What would you say if a guest asks the attendant to remove a stain on his clothes?

A：We will do our best to remove the stain but we cannot guarantee the result.16.Q：What will you say when the guest has finished checking-in?

A：Here is your room key and a bellboy will show you to your room.Is there anything else I can do for you? I hope you will enjoy your stay in our hotel.17.Q：How would you deal with a wrong bill?

A：I will apologize first, and then check it with the department concerned.18.Q：What would you say if there is no room available for the guest?

A：I’m sorry, but today we are fully booked.Can I have your name and telephone number? We will contact you if there is any cancellation.19.Q：When a visitor calls to talk to a guest, but the guest is not in his room currently, what would you say?

A：I’m afraid he is not in the room currently.Would you like to leave a message?

20.Q：What should you say when you notice a guest is not feeling well? A：I’m sorry to hear that you are not feeling well.What’s the matter, Mr Simon? Is there anything I can do for you?