第一篇：2011年全省旅游飯店服務(wù)技能大賽工作方案

附件一

2011年全省旅游飯店服務(wù)技能大賽工作方案

根據(jù)2011年全省旅游監(jiān)管工作會(huì)議的部署安排，省旅游局決定舉辦2011年全省旅游飯店服務(wù)技能大賽?，F(xiàn)制定工作方案如下。

一、目的意義

2011年全省旅游飯店服務(wù)技能大賽以“展示形象風(fēng)采，促進(jìn)學(xué)習(xí)交流，強(qiáng)化職業(yè)技能，提升服務(wù)質(zhì)量”為宗旨，以提高全省旅游飯店行業(yè)整體發(fā)展水平，加快建設(shè)湖南旅游強(qiáng)省為目標(biāo)，認(rèn)真貫徹落實(shí)2011年全省旅游監(jiān)管工作會(huì)議精神，全面展示我省旅游飯店行業(yè)的發(fā)展成果和旅游飯店從業(yè)人員的精神風(fēng)貌，增強(qiáng)旅游飯店飯店及從業(yè)人員的服務(wù)意識(shí)、質(zhì)量意識(shí)和標(biāo)準(zhǔn)意識(shí)，促進(jìn)旅游飯店從業(yè)隊(duì)伍素質(zhì)和旅游飯店發(fā)展水平的整體提升。

二、組織領(lǐng)導(dǎo)

全省旅游飯店服務(wù)技能大賽分市州初賽和省級(jí)決賽兩個(gè)階段進(jìn)行。省旅游局成立“2011年全省旅游飯店服務(wù)技能大賽”組委會(huì)（以下簡(jiǎn)稱“組委會(huì)”），負(fù)責(zé)整個(gè)賽事活動(dòng)的組織領(lǐng)導(dǎo)。組委會(huì)主任由省旅游局局長(zhǎng)楊光榮擔(dān)任，省旅游局領(lǐng)導(dǎo)劉之明、劉綿松、熊健、高揚(yáng)先、王舜良、卜越輝、尚斌等任副主任，劉之明執(zhí)行主任。省旅游局相關(guān)處室（單位）負(fù)責(zé)同志為成員，組委會(huì)辦公室設(shè)行業(yè)管理處，負(fù)責(zé)大賽的各項(xiàng)具體工作。各市州旅 1

游局要相應(yīng)成立全省旅游飯店服務(wù)技能大賽市州選拔賽組委會(huì)，具體負(fù)責(zé)本次大賽市州選拔賽的組織工作和參賽選手的推薦上報(bào)工作。

三、比賽項(xiàng)目

比賽項(xiàng)目為：前廳服務(wù)（前廳行李員及接待員服務(wù)）、客房服務(wù)（中式鋪床）、餐廳服務(wù)（中餐宴會(huì)擺臺(tái)）、餐廳服務(wù)（西餐宴會(huì)擺臺(tái)）、調(diào)酒師服務(wù)（雞尾酒調(diào)制）、保安員服務(wù)（車輛指揮及消防、保安技能）6個(gè)項(xiàng)目，涉及7個(gè)服務(wù)崗位。

四、參賽選手條件

各參賽選手應(yīng)是飯店合同制員工，在旅游星級(jí)飯店服務(wù)崗位工作一年以上，熱愛本職工作，具有良好的職業(yè)道德素質(zhì)和職業(yè)技能水平，外語水平較好，無不良行為及投訴記錄

五、參賽報(bào)名

以市州為單位組團(tuán)參賽。根據(jù)各市州旅游星級(jí)飯店的數(shù)量結(jié)構(gòu)分配參賽選手名額（附件二），各市州在組織選拔賽的基礎(chǔ)上確定參加全省大賽的選手，并由領(lǐng)隊(duì)、教練（各1人）和選手組成市州參賽團(tuán)（報(bào)名表附三）。報(bào)名截止時(shí)間為6月30日。

六、比賽內(nèi)容

1、儀容儀表（10分）：主要考察選手的儀容儀表是否符合旅游行業(yè)的基本規(guī)范及崗位要求。在選手進(jìn)行相關(guān)項(xiàng)目比賽時(shí)，由評(píng)委進(jìn)行實(shí)時(shí)評(píng)分。

2、外語水平（5分）：主要考察選手服務(wù)崗位常用英語口語表達(dá)能力。比賽方式為選手與評(píng)委進(jìn)行現(xiàn)場(chǎng)交流對(duì)話。

3、崗位知識(shí)及應(yīng)變能力（5分）：以回答問題形式考察選手服務(wù)崗位應(yīng)知應(yīng)會(huì)的知識(shí)和技能，以及服務(wù)應(yīng)變能力。

外語水平、崗位知識(shí)及應(yīng)變能力考察設(shè)單獨(dú)考場(chǎng)進(jìn)行。

4、現(xiàn)場(chǎng)操作（80分）：

（1）前廳接待服務(wù)（時(shí)間為8分鐘）：主要考察行李員和前臺(tái)接待員服務(wù)的規(guī)范性、熟練性、靈活性。

（2）中式鋪床（時(shí)間為3分鐘）：主要考察選手操作的熟練性、規(guī)范性。

（3）中餐宴會(huì)擺臺(tái)（時(shí)間為15分鐘）：主要考察選手操作的熟練性、規(guī)范性、美觀性。

（4）西餐宴會(huì)擺臺(tái)（時(shí)間為15分鐘）：主要考察選手操作的熟練性、規(guī)范性、美觀性。

（5）雞尾酒調(diào)制（規(guī)定調(diào)制、自創(chuàng)調(diào)制各為5分鐘）：主要考察選手操作的熟練性、創(chuàng)造性。

（6）保安服務(wù)（選手完成為止）：主要考察選手的應(yīng)變能力和技能操作的熟練性、規(guī)范性。

每位選手的最后比賽成績(jī)?yōu)樯鲜?、2、3、4項(xiàng)之和，每個(gè)代表隊(duì)的最后比賽成績(jī)?yōu)樗袇①愡x手的平均成績(jī)。

各個(gè)項(xiàng)目的“比賽規(guī)則及評(píng)分標(biāo)準(zhǔn)”見附四。

外語水平、崗位知識(shí)及應(yīng)變能力考察不設(shè)試題庫。

七、時(shí)間安排

（一）宣傳發(fā)動(dòng)階段（2011年5月）。各市州旅游局在接到省局文件后，要進(jìn)行廣泛宣傳發(fā)動(dòng)，充分調(diào)動(dòng)各旅游星級(jí)飯組織

參賽的積極性。各飯店要在開展技能比武的基礎(chǔ)上，向市州旅游局推薦參加市州初賽的優(yōu)秀選手。

（二）市州初賽階段（2011年5-6月）。各市州旅游局組織初賽。初賽辦法由各地自行確定。各地經(jīng)初賽選拔后按照省里要求組成代表隊(duì)參加全省旅游飯店技能大賽。

（三）全省大賽階段（2011年7月）

1．時(shí)間地點(diǎn)：2010年7月長(zhǎng)沙市舉行（預(yù)計(jì)2天時(shí)間，具體時(shí)間地點(diǎn)另行通知）

3．費(fèi)用：各代表隊(duì)參加比賽選手（包括領(lǐng)隊(duì)、教練）的交通費(fèi)由各代表隊(duì)負(fù)責(zé)，比賽期間的食宿、場(chǎng)地等比賽費(fèi)用由大賽組委會(huì)承擔(dān)（長(zhǎng)沙市選手不安排住宿和早晚餐）。

4、比賽工具和用品：大賽組委會(huì)統(tǒng)一提供基本的比賽工具和用品，特殊工具和用品均由選手自備。

5、評(píng)委：由大賽組委會(huì)在全省星評(píng)員隊(duì)伍中選聘，根據(jù)比賽項(xiàng)目需要邀請(qǐng)交警、消防部門人員共同組成評(píng)審組（其中，推薦1人擔(dān)任組長(zhǎng)）。

6、監(jiān)督：為確保大賽的公平、公正，組委會(huì)監(jiān)審組現(xiàn)場(chǎng)監(jiān)督。

（大賽操作流程另行制定）。

八、獎(jiǎng)項(xiàng)設(shè)置

（一）單項(xiàng)獎(jiǎng)。各個(gè)單項(xiàng)獎(jiǎng)按選手得分高低取前16名（允許并列），其中一等獎(jiǎng)2名、二等獎(jiǎng)4名、三等獎(jiǎng)10名。其他選手由大賽組委會(huì)授予優(yōu)秀獎(jiǎng)。參賽選手在大賽中所取得的成績(jī)，將作為評(píng)選全省旅游行業(yè)崗位明星的重要參考依據(jù)。

（二）團(tuán)體獎(jiǎng)。以代表隊(duì)得分排序，取前6名，其中一等獎(jiǎng)1個(gè)、二等獎(jiǎng)2個(gè)、三等獎(jiǎng)3個(gè)。獲獎(jiǎng)單位將由大賽組委會(huì)授予相應(yīng)的獎(jiǎng)牌和獎(jiǎng)杯。

（三）組織獎(jiǎng)。大賽設(shè)組織獎(jiǎng)若干名。組織獎(jiǎng)根據(jù)各代表隊(duì)組織發(fā)動(dòng)范圍、初賽情況、賽場(chǎng)紀(jì)律、文明禮貌等情況考核確定。

九、工作要求

2011年全省旅游飯店服務(wù)技能大賽是2011全省旅游監(jiān)管工作會(huì)議部署安排的一項(xiàng)重要工作，各市州旅游局、各旅游飯店要統(tǒng)一思想，高度重視，精心組織，務(wù)求實(shí)效。要以舉辦技能大賽為契機(jī)，進(jìn)一步促進(jìn)旅游飯店行業(yè)積極開展崗位練兵和技能培訓(xùn)，切實(shí)提高飯店行業(yè)從業(yè)人員素質(zhì)技能，全面提升旅游飯店服務(wù)質(zhì)量，為促進(jìn)全省旅游業(yè)又好又快發(fā)展做出新的貢獻(xiàn)。

第二篇：韶關(guān)市旅游飯店服務(wù)技能大賽

韶關(guān)市旅游飯店服務(wù)技能大賽

為實(shí)現(xiàn)酒店提檔升級(jí)，努力提高酒店服務(wù)人員服務(wù)技能，提升酒店接待能力。2010年4月28日，由韶關(guān)市旅游局主辦、韶關(guān)市旅游協(xié)會(huì)、韶關(guān)市餐飲烹飪協(xié)會(huì)協(xié)辦的2010年韶關(guān)市旅游飯店服務(wù)技能大賽在韶關(guān)市流花賓館舉行。

我酒店由總經(jīng)理陸邦美任教練、由人事經(jīng)理朱德玉任領(lǐng)隊(duì)，選送了中餐部長(zhǎng)聶文英、西餐服務(wù)員羅金花、客房領(lǐng)班肖業(yè)蓮代表本酒店參賽。

比賽當(dāng)天，來自韶關(guān)周邊地區(qū)各酒店、飯店的50多名餐廳工作人員、客房服務(wù)人員參加了比賽。按照要求，評(píng)委對(duì)選手的儀容儀表、外語水平、現(xiàn)場(chǎng)操作三項(xiàng)作綜合考評(píng)。

中餐宴會(huì)擺臺(tái)對(duì)擺放餐具、折疊十種餐巾杯花，擺座椅等環(huán)節(jié)進(jìn)行考核?？己诉x手操作的熟練性、規(guī)范性、美觀性。

中式鋪床內(nèi)容包括鋪床單、套被芯、被子定位、套枕套、枕頭定位等。

在比賽現(xiàn)場(chǎng)，聶文英、羅金花、肖業(yè)蓮憑借多年的工作經(jīng)驗(yàn)和平時(shí)的勤奮練習(xí)，均在規(guī)定時(shí)間內(nèi)非常嫻熟地完成了各項(xiàng)程序。

（以下是現(xiàn)場(chǎng)拍回的照片）

第三篇：山東省旅游飯店業(yè)服務(wù)技能大賽獲獎(jiǎng)情況

東方儒家酒店集團(tuán)在山東省服務(wù)技能大賽中勇創(chuàng)佳績(jī)

12月7日，由山東省旅游發(fā)展委員會(huì)、省人力資源和社會(huì)保障廳、省總工會(huì)、團(tuán)省委、省婦聯(lián)、省旅游飯店協(xié)會(huì)聯(lián)合舉辦的第二屆山東省旅游飯店行業(yè)服務(wù)技能大賽決賽，經(jīng)過兩天的激烈角逐，完美落下帷幕。東方儒家酒店集團(tuán)在本次比賽中奮勇拼搏，取得了驕人成績(jī)。

東方儒家酒店集團(tuán)在本次比賽中榮獲烹飪類團(tuán)體賽一等獎(jiǎng)（第三名）、服務(wù)技能類團(tuán)體賽三等獎(jiǎng)、中餐宴會(huì)擺臺(tái)三等獎(jiǎng)、英式雞尾酒調(diào)制三等獎(jiǎng)、烹飪技能冷拼三等獎(jiǎng)（金獎(jiǎng)烹飪名師）、烹飪技能熱菜三等獎(jiǎng)（金獎(jiǎng)烹飪名師）等良好成績(jī)。

烹飪類團(tuán)體賽主題宴會(huì)六藝禮賓宴：孔府菜以“食不厭精、膾不厭細(xì)” 為食禮文化理念，將此內(nèi)化于心，用菜（宴）為載體外化于行，造就了天下無雙的孔府菜。

東方儒家酒店集團(tuán)烹飪團(tuán)隊(duì)盡承孔府先廚之遺風(fēng)，適今科學(xué)之養(yǎng)生，呈孔府美饌于饕餮豪客，以承圣人之志，以盡美饌之善，為“五味三材，九沸九變”而探其“火為之紀(jì)”；為“甘酸苦辛咸”而盡“調(diào)和之事”；為“鼎中之變”而悟其“精妙微纖”，以達(dá)“口能言，志能喻”。可謂快哉！

服務(wù)技能類團(tuán)體賽三等獎(jiǎng)：東方儒家酒店集團(tuán)秉承“大雅之家，禮賓天下”的企業(yè)文化理念，以淑女紳士的姿態(tài)服務(wù)于四面八方的來客，“我有嘉賓，鼓瑟吹笙”，我們彬彬有禮，我們好客相迎！

中餐宴會(huì)擺臺(tái)白林影女士 展臺(tái)設(shè)計(jì)中國夢(mèng)：整體臺(tái)面設(shè)計(jì)靈感來自于，中國傳統(tǒng)的的儒家思想和極富時(shí)代特色的“中國夢(mèng)”，將二者有機(jī)結(jié)合起來，可謂意義深遠(yuǎn)。子曰：“以孝當(dāng)先、以誠立身、以和為貴，方可立足也！”龍是中國象征，與敞開的中國大門做背景，寓意著改革開放的中國歡迎您！

英式雞尾酒調(diào)制張桂芝女士作品：蒼翠欲滴

此酒顏色翠綠、口感清冽，讓穿梭在鋼筋混凝土中的人們頓感清新無比，仿佛望見遠(yuǎn)山含黛蒼翠欲滴，愿現(xiàn)代人的生活中充滿生機(jī)盎然的綠色，同時(shí)也在呼吁現(xiàn)在人綠色環(huán)保從我做起。

烹飪技能熱菜項(xiàng)目徐萬峰先生榮獲“金牌烹飪名師”榮譽(yù)稱號(hào)，參賽作品：運(yùn)河第一糝，九轉(zhuǎn)大腸，亂蒜牛肚絲，松籽魚米。

烹飪技能冷拼項(xiàng)目褚紅燦先生榮獲“金牌烹飪名師”榮譽(yù)稱號(hào)，參賽作品：鷸蚌相爭(zhēng)拼福祿壽喜圍碟。各種熟制食材拼成看盤和圍碟，配以果醬畫，食之口味層次分明，營養(yǎng)搭配合理，視之顏色豐富多彩賞心悅目！

本次大賽設(shè)中餐宴會(huì)擺臺(tái)、西餐宴會(huì)擺臺(tái)、英式雞尾酒調(diào)制、中式鋪床/開夜床、工裝展示、英語口語、理論測(cè)試七個(gè)大賽項(xiàng)目，來自全省17地市31支代表隊(duì)的129位選手參加。

東方儒家酒店集團(tuán)積極響應(yīng)山東省旅游飯店行業(yè)協(xié)會(huì)號(hào)召，從6月27日到10月30日集團(tuán)組織進(jìn)行了2屆服務(wù)技能大賽，成員酒店內(nèi)部也掀起了技能大練兵的高潮，經(jīng)過酒店層層選拔、集團(tuán)步步篩選，認(rèn)真?zhèn)鋺?zhàn)濟(jì)寧市服務(wù)技能大賽和第二屆山東省服務(wù)技能大賽，功夫不負(fù)有心人，集團(tuán)員工憑借嫻熟的技能、創(chuàng)新的理念獲得諸多獎(jiǎng)項(xiàng)，體現(xiàn)了匠心精神，展現(xiàn)了儒雅風(fēng)采！

第四篇：2010年溫州市飯店業(yè)服務(wù)技能大賽（最終版）

2010年溫州市飯店業(yè)服務(wù)技能大賽 前廳服務(wù)理論部分試題范圍及參考答案

一、專業(yè)知識(shí)題（附答案要點(diǎn)）

1、簡(jiǎn)述預(yù)訂服務(wù)流程。

預(yù)訂受理與確認(rèn)，預(yù)訂資料記錄與修改，預(yù)訂錄入與檢查，賓客抵店前準(zhǔn)備，預(yù)訂資料存檔。

2、已預(yù)訂的客人抵達(dá)，但飯店無法提供其預(yù)訂了的房間類型，該如何處理？ 視客人預(yù)訂類別不同分別對(duì)待：對(duì)臨時(shí)或等候類賓客可在其他客人取消預(yù)訂或提前離店的情況下，又予以優(yōu)先安排；確認(rèn)類和保證類客人則應(yīng)將房間升級(jí)或找同等檔次的飯店，保證類客人在其他飯店的第一夜房費(fèi)由飯店代付。

3、入住登記時(shí)，哪些人適用境外人員臨時(shí)住宿登記表？ 外國人，華僑，港澳同胞，臺(tái)灣同胞。

4、境外賓客所持的有效證件常見的有哪些種類？

護(hù)照、外國人居留證，港澳同胞回鄉(xiāng)證，臺(tái)灣居民來往大陸通行證。

5、總臺(tái)接待員有哪些工作任務(wù)？

在賓客到達(dá)前準(zhǔn)備好相關(guān)資料；辦理入住登記手續(xù)并安排房間；將對(duì)客服務(wù)的有關(guān)要求及時(shí)做記錄并通知有關(guān)部門；負(fù)責(zé)問詢工作。

6、接待員上班后為什么要先了解客房狀況表？你為預(yù)訂客人安排房間的次序是什么？為什么？（說出三種即可）

飯店的客房隨著賓客的入住、離店等情況處于各種狀態(tài)之中，只有掌握并控制好飯店實(shí)時(shí)狀態(tài)，才能準(zhǔn)確、高效地進(jìn)行客房銷售。

7、客人如要用信用卡付賬，如何判斷是否能受理該卡？

首先檢驗(yàn)客人所持食用卡是否屬于在本飯店可以使用的信用卡，有無殘缺、破損及有效期限，然后請(qǐng)客人在簽購單上簽名，并仔細(xì)核對(duì)上述情況和客人的簽名。

8、常見的賓客付款方式有幾種？各有何特點(diǎn)？

現(xiàn)金結(jié)賬；信用卡付賬；轉(zhuǎn)賬支付；支票支付；他人代付。

9、什么是行政樓層？它與普通客房樓層的不同之處在哪里？

現(xiàn)代高檔、豪華飯店一般設(shè)有商務(wù)樓層，提供有別于普通樓層的貴賓式服務(wù)。單獨(dú)設(shè)置接待處、酒廊和商務(wù)中心等。

10、哪些物品行李房不應(yīng)予以寄存？（至少講出四種）

11、給出幾種飯店標(biāo)志圖形符號(hào)，請(qǐng)你說出它們的中英文名稱。

12、在飯店當(dāng)日客房已住滿的情況下，遇到客人前來住宿，作為總臺(tái)接待員，你該怎么辦？

歉意地請(qǐng)客人稍候，盡量想辦法。實(shí)在無法滿足，可暫列為候補(bǔ)，或經(jīng)客人同意聯(lián)系其他飯店。

13、有訪客要在總臺(tái)給住客留言，如果你是問訊員，你該如何做？

受理訪客留言，將三聯(lián)留言分別放在總臺(tái)、送至總機(jī)和客房。送至客房的留言應(yīng)裝入信封。開啟留言燈。

14、外幣兌換時(shí)的水單是做什么用的？

兌換水單是按當(dāng)日外匯牌價(jià)換算并填制的，摘抄有賓客的姓名和證件號(hào)，賓客在中國境內(nèi)沒有用完兌換來的人民幣，可憑此單在銀行換回本國貨幣。

15、客人提出換房要求，做為總臺(tái)人員，你是怎么處理的呢？

問清換房的原因，如合理，填寫換房單，更改相關(guān)資料并通知各相關(guān)部門。

16、什么是金鑰匙？他的主要工作職責(zé)是什么？

飯店中從事委托代辦服務(wù)的個(gè)人或群體的總稱。職責(zé)幾乎無所不包，在不違反法律和道德的情況下為客人解決衣、食、住、行、游、購、娛等方面的所有難題。

17、客人的預(yù)付款金額不足時(shí)，如何采取措施？

應(yīng)通過電話或通知單的形式，告知賓客前來付賬，以免發(fā)生欠款太多的現(xiàn)象。

18、如何避免賓客逃賬，如若發(fā)生，怎么處理？

對(duì)超限額消費(fèi)的客人進(jìn)行催收費(fèi)用。密切注意簽單額度大的賬戶。證實(shí)逃賬的客人要報(bào)告給保安部以決定是否需要立案?jìng)刹椤?/p>

19、大堂副理的職責(zé)是什么？

貴賓接待；處理賓客投訴，處理賓客疾病、死亡事故；回答問詢；維護(hù)大堂秩序，檢查大堂區(qū)域衛(wèi)生與設(shè)備狀況。

20、有客人到總臺(tái)查詢住店客人的情況，你怎么處理？

注意保護(hù)客人隱私，經(jīng)客人同意才能告訴訪客。如客人不在房間，可在店內(nèi)尋找或提供留言服務(wù)。

二、應(yīng)變題

21、退房高峰時(shí)，總臺(tái)前擠滿了客人，電話鈴響個(gè)不停。作為收銀員，你應(yīng)如何應(yīng)對(duì)？

22、客人進(jìn)房10余分鐘后，在運(yùn)用了衛(wèi)浴設(shè)施的情況下要求退房，并拒付房費(fèi)，該怎么處理？

23、旺季，預(yù)計(jì)當(dāng)日離店的客人提出多住一天，但他的房間已被預(yù)訂了，怎么辦？

24、商務(wù)中心人員為客人復(fù)印文件或收發(fā)傳真時(shí)，應(yīng)如何作好安全保密工作？

25、總臺(tái)收到一封給一位在本飯店訂了房而尚未到達(dá)的客人的信件，該怎么處理？

26、客人前來退房，并說自己的賬將由住在另一間房的其朋友代為結(jié)清，如果你是收銀員，該怎么處理？

27、客人說自己住店期間只飲用了一聽可樂，結(jié)賬時(shí)賬單上卻有兩聽，此時(shí)收銀員應(yīng)如何處理？ 28、1808房的客人要求明早7：00叫醒。作為話務(wù)員，你該做些什么？

29、客人反映在夜間有騷擾電話，作為總機(jī)話務(wù)員，你該怎么辦？

30、客人前來提取行李，但聲稱丟了提取聯(lián)，如果你是行李員，該怎么處理？

31、一位男士衣冠不整，欲進(jìn)入酒店大門，如果你是門童，該如何婉拒客人？

32、用行李車運(yùn)送賓客行李時(shí)，如何保證行李不受損？

33、客人是第一次來溫州，他想購買一些土特產(chǎn)，請(qǐng)推薦三種特色商品。

34、在服務(wù)中，自己的心情欠佳怎么辦？

35、一位住店客人致電總臺(tái)，稱自己臥病在床，做為總臺(tái)人員，你該如何處理？

36、當(dāng)客人在大堂有隨地吐痰、亂丟紙屑等行為時(shí)，你剛好路過，該怎么辦？

37、搭乘國內(nèi)航班和國際航班的行李限額分別是多少？?jī)和芊裣硎軆?yōu)惠票價(jià)？

38、張先生前來探訪住在818房的王先生，王先生剛巧不在。張先生想要留一件禮物請(qǐng)你轉(zhuǎn)交給王先生。如果你是問訊員，你該怎么做？

39、遇到有不良記錄(黑名單)的客人光顧飯店時(shí)，做為接待員你會(huì)怎么做？

40、給客人送信到房間，但客人不在或是房外亮著“請(qǐng)勿打擾”燈，作為行李員，你會(huì)怎么做？

第五篇：全國旅游飯店服務(wù)技能大賽英語口語比賽參考題

全國旅游飯店服務(wù)技能大賽英語口語比賽參考題

題型一 中譯英

（一）中式鋪床

1.這是239房間，我想加一個(gè)枕頭。(This is room 1010;I would like to have one more pillow.)2.您可以在房間直撥國際長(zhǎng)途。（You can make IDD call in your room.）

3.我們提供快洗服務(wù)，加收50%的額外費(fèi)用。（We have express service at a 50% extra charge.）4.對(duì)不起，請(qǐng)問有沒有要洗的衣服？（Excuse me.Do you have any laundry?）5.好像電話有問題。（It looks something wrong with the telephone.）

6.2135房間的浴缸壞了，請(qǐng)派人來修理一下好嗎？（The bath tub in room 2135 is out of order/service, can you please send someone to repair/fix it?）

7.我想要一個(gè)轉(zhuǎn)換插頭。（I would like to have an adaptor/ I need an adaptor..）

8.這是8976房間，請(qǐng)送一個(gè)電熨斗。（This is room 8976, can you send me an iron please.）

9.我想要一個(gè)客房送餐服務(wù)。（I would like to have a room service.）10.客房里有小冰箱。（There is a mini bar in your room.）

11.我的房間現(xiàn)在還沒打掃過，已經(jīng)12點(diǎn)了。（My room hasn’t been made up yet.It’s already 12:00.）

12.請(qǐng)接受我代表酒店向您道歉。(Please accept my apology on behalf of the hotel.)13.我房間的電視圖象不清楚。（The TV set in my room doesn’t give clear picture）14.這件毛衣要用冷水手洗。(I’d like this sweater washed by hand in cold water.)15.在房間上網(wǎng)是免費(fèi)的。（It’s free of charge to use internet in the room.）16.房間有保險(xiǎn)箱。(There is a safe in your room.)17.這個(gè)房間是海景房。（The room enjoys the ocean/sea view）

18.這是您房間的鑰匙。我們的行李員會(huì)帶您去房間。(This is your room key.Our bellboy will show you to your room.)19.我來取您要洗的衣服。（I’ve come to collect your laundry.）

20.酒店為客人提供免費(fèi)的擦鞋服務(wù)。（The hotel provides free shoe shining service for its guests.）

（二）中餐宴會(huì)擺臺(tái)

21.您一共有幾個(gè)人用餐？（How many persons in your dinner party?）

22.請(qǐng)問您預(yù)訂的用餐時(shí)間是什么時(shí)候？（May I know the time for your dinner reservation?）23.請(qǐng)問以誰的名義預(yù)訂？（In which name, please?）

24.您愿意吃西餐還是中餐？（Would you like Western food or Chinese food?）25.您喜歡坐哪個(gè)位置？（Where would you like to sit?）

26.這個(gè)餐桌的位置可以嗎？（Will this table be all right for you?）27.抱歉讓您等這么久。（Sorry to have kept you waiting.）28.您現(xiàn)在點(diǎn)菜嗎？（May I take your order now?）

29.對(duì)不起。我馬上去給你催一下你的菜。（I’m very sorry.But I’ll go to rush your order right now）

30.您想喝什么酒？(What wine would you like to have?)31.這是菜單。服務(wù)員馬上就來。（Here is the menu.The waitress will be with you in a moment.）32.給您再添點(diǎn)米飯好嗎？(Would you like some more rice?)33.餐廳現(xiàn)在客滿。但我們可以在20分鐘以后安排您入坐。（the restaurant is full now.but we might be able to seat you in 20 minutes.）

34.值班經(jīng)理馬上就來。（The duty manager will come here soon.）35.我們會(huì)盡快給您答復(fù).（We will answer you as soon as possible）

36.對(duì)此造成的不便，我們非常抱歉。（We are terribly sorry for any inconvenience caused.）37.您能告訴我事情的詳細(xì)經(jīng)過嗎？（Can you tell me/describe what happened in details?）38.您是用信用卡還是現(xiàn)金結(jié)算？（Will you pay by credit card or in cash?）

39.先生，您的桌子已經(jīng)準(zhǔn)備好了。請(qǐng)您隨我來，好嗎？（Your table is ready, sir.Could you come with me, please?）

40.意大利餐廳在飯店二層。（The Italian restaurant is on the second floor of the hotel.）

（三）西餐宴會(huì)擺臺(tái)

41.這是西餐廳，能為你服務(wù)嗎？（Western Restaurant.May I help you?）42.您來點(diǎn)俱樂部三明治嗎？（Would you like Club sandwich?）

43.您的牛排是要全熟的還是三分熟的？（Would you like your steak well done or rare?）44.我想來杯加冰的威士忌。（I’d like a cup of whisky on the rock.）45.你要甜點(diǎn)心嗎？（Would you like to order a dessert?）46.你們有什么樣的餡餅？（What kinds of pie do you have?）47.先生，您還要點(diǎn)什么嗎？（Would you like anything else, sir?）48.請(qǐng)問現(xiàn)在可以結(jié)帳了嗎？(May I make out the bill for you now?)49.您準(zhǔn)備把費(fèi)用記到您的飯店總賬上嗎？（Would you like to put that on your hotel bill?）50.對(duì)不起，您不能在這里簽單。(Sorry, you can’t sign the bill here.)51.您早餐想吃點(diǎn)什么？(What would you like to have for your breakfast?)52.你們的大陸式早餐都提供些什么？（What do you serve for Continental breakfast?）53.我想坐在角落里的那張桌子，你能給我安排一下嗎？(I’d prefer the table in the corner.Can you arrange it for me?)54.請(qǐng)問您怎么付錢？（How would you like to make your payment?）

55.晚餐要不要來點(diǎn)葡萄酒？(Would you like to have some wine with your dinner?)56.能不能給我們推薦點(diǎn)好的酒？(Could you recommend some good wine to us?)57.您需要看菜單嗎？(Would you like to see the menu?)58.我可以點(diǎn)與那份相同的餐嗎？(Can I have the same dish as that?)59.您先來點(diǎn)什么？(What would you like to start?)60.坐出租車從酒店到機(jī)場(chǎng)大約需要30分鐘。（It will take 30 minutes by taxi from hotel to the airport.）

（四）調(diào)酒

61.等一會(huì)我會(huì)回來為你點(diǎn)單。（I'll return to take your order in a while.）62.“Bourbon on the rocks”的意思是波本威士忌加冰塊。（“Bourbon on the

rocks” is Bourbon whiskey on ice cubes.）

63.從你入住我們的酒店后，你就可以簽單。(Since you stay at our hotel，you may sign the bill.)64.我們有一瓶保存了20年的葡萄酒。(We have a bottle of wine that has been preserved for twenty years.)

65.茅臺(tái)酒精度數(shù)要比黃酒高。(Mao Tai is much stronger than shaoxing rice wine.)66.先生，這是酒單，請(qǐng)慢慢看。(Here is the drink list, sir.Please take your time.)

67.非常抱歉，還有什么可以為您效勞嗎？(I do apologize.Is there any thing I can do for you?)68.酒吧里有表演，您愿意去看嗎？（There is a floor show in our pub.Would you like to see it?）

69.您要喝點(diǎn)茅臺(tái)嗎？這酒從不上頭。(Would you like to have some Mao Tai? It never goes to the head.)70.酒吧現(xiàn)在客滿，請(qǐng)稍等約20分鐘好嗎？(The bar is full now.Do you care to wait for about 20 minutes?)71.我們供應(yīng)很多種飲料，請(qǐng)自便。(We serve many kinds of drinks.Please help yourself.)72.您不介意把餐桌一邊的窗戶打開吧？(Would you mind opening the window by the table?)73.如果您不介意，我們可以為您看管行李。(If you don't mind, we can take care of your baggage for you.)

74.我們有上好的飲品。(We have got good drinks.)

75.“綠島”(雞尾酒名)的口感相當(dāng)好。(“Green Island” tastes very good/excellent.)76.本地啤酒很有特色。(Our special is the local beer.)

77.這是米酒，用米釀制的。(They are rice wines, made from rice.)

78.我們有些新制的雞尾酒，如“白色美人”、“水立方”、“天堂鳥”等。(We have got some newly made cocktails, such as “White Beauty”, “Water Cube”, and “Bird’ Nest”.)

79.“羅馬假日”(雞尾酒名)看上去不錯(cuò)。(“Holiday In Rome” looks nice.)

80.“紅粉佳人”(雞尾酒名)的味道有點(diǎn)兒甜.(The taste of “Pink Lady” is

sweet.)

題型二 英譯中

（一）中式鋪床

1.Housekeeping, May I come in?（我是客房服務(wù)員，可以進(jìn)來嗎？）

2.When would you like me to clean your room?（您需要我們什么時(shí)候打掃房間。）3.Good evening.May I do the turn-down service for you now?（現(xiàn)在可以為您開夜床嗎？）4.I need one more pillow please.（我需要加個(gè)枕頭。）5.The air-conditioner doesn’t work.（空調(diào)壞了。）6.We'll dry-clean the dress.（我們將干洗這條裙子。）

7.When can I have my laundry back?（我何時(shí)能取回洗的衣服呢？）

8.Do you prefer your laundry by express service or returned on same-day?（您是要快洗服務(wù)還是當(dāng)日??？）

9.The indemnity shall not exceed ten times of the laundry charge.（賠償金額最高不超過洗衣費(fèi)的十倍。）

10.The water tap was dripping all night long.（水龍頭一晚上都在滴水。）

11.If you have any problems or requests, please don’t hesitate to let us know.(如果您有問題，請(qǐng)隨時(shí)找我們。)12.Please deposit your money, jewels and other valuables in the hotel safe.（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)。）

13.Sorry to have caused you so much trouble.（很抱歉給您帶來這么多麻煩。）

14.I assure you it will never happen again.（我向您保證，這類事情以后不會(huì)再發(fā)生了。）15.Please keep your room key with you all the time in case you need it when you sign your bills.(請(qǐng)將房間鑰匙隨時(shí)帶在身邊，以防簽單時(shí)要用)16.You can make long distance call from your room.（您可以從您房間里打長(zhǎng)途電話。）17.Local calls made from the hotel room are free of charge.（在房間內(nèi)打市話是免費(fèi)的。）18.Here’s a letter for you, Mr.White.（懷特先生，這兒有您的一封信。）

19.The business hours are from 9:00 a.m.to 10:00 p.m.（營業(yè)時(shí)間是上午9點(diǎn)到晚上10點(diǎn)。）20.Is it possible to rent a bike here？（酒店有自行車出租嗎？）

（二）中餐宴會(huì)擺臺(tái)

21.The minimum charge for a private room is 200 Yuan per person.（包間的最低人均消費(fèi)是200元。）

22.Here is your card and invoice.（這是您的信用卡和發(fā)票。）

23.I want a table with a view of the garden.（我想要張能看見花園的桌子。）24.May I have a print of your credit card?(能不能刷一下您的信用卡？)25.You reserved a table for two by the window.（您預(yù)訂了一張靠窗的兩人桌。）26.Would you like the table by the window?（您喜歡坐靠窗的位置嗎？）

27.We will have you seated as soon as we get a free table.（一有空桌，我們就安排你們坐下。）28.What kind of cuisine do you serve in your restaurant?（你們都有些什么風(fēng)味的菜？）29.What’s your recommendation for us?（您給我們推薦什么菜？）

30.Would you like to try our House Specialty?（您想嘗嘗我們的招牌菜嗎？）31.It looks good, smells good and tastes good.（這道菜色、香、味俱全。）32.There is a street where the local food is served.（有條街提供當(dāng)?shù)匦〕?。?3.We will change you to non-smoking area.（我們給您換到非吸煙區(qū)。）34.How long does it take from here to the airport?（從酒店到機(jī)場(chǎng)要多長(zhǎng)時(shí)間？）

35.Could you give us a brief description of the Chinese food?（能不能簡(jiǎn)單給我們介紹一下中國菜？）

36.How long do you think we will have to wait?(我們要等多久？)37.Beggar’s Chicken is one of the most famous dishes of Hangzhou.（叫化童雞是杭州最有名的菜肴之一。）

38.Would you care for a drink before you order, sir?(先生，點(diǎn)菜前想喝點(diǎn)什么嗎？)39.We’d like to have some good dishes of Chinese characteristics.（我們想要幾個(gè)有中國特色的好菜。）

40.The total amount is one hundred and eighty Yuan.(總共180元)

（三）西餐宴會(huì)擺臺(tái) 41.How would you like your steak cooked?(您希望您的牛排怎么燒？)42.Would you like your steak well done or rare?（您的牛排是要全熟的還是三分熟的？）43.I’d like a cup of whisky on the rock.（我想來杯加冰的威士忌。）

44.If you need ice cube, please contact Housekeeping.（如您需要冰塊，請(qǐng)與客房中心聯(lián)系。）45.You can try our new Thai style food.（您可以嘗試一下我們新推出的泰國菜。）46.You can book the tickets in the business center.（您可以在商務(wù)中心訂票。）47.Is there a Muslim restaurant nearby？（附近有清真餐廳嗎？）

48.I would like a cup of tea with a slice of lemon，please.（我想要杯檸檬茶。）49.The Reception Desk is straight ahead．（接待處就在前面。）

50.What would you like to go with your steak?（您的牛排配什么菜呢？）

51.Excuse me, could you tell me the way to the Great Wall?（你能告訴我怎么去長(zhǎng)城嗎？）52.You can go to the railway station by subway.（您可以坐地鐵去火車站。）

53.It is about 20 minutes’ drive from Tiananmen Square to the National Stadium.（從天安門到國家體育館開車大概二十分鐘。）

54.Here is the menu and the wine list.Would you like to order an aperitif?(這是菜單和酒水單。您要先來點(diǎn)開胃酒嗎？)55.Do you fancy a starter?(你們喜歡來點(diǎn)餐前小吃嗎？)56.Could you tell me how to use chopsticks?(你能告訴我怎么用筷子嗎？)57.By the way, what is this thing under the chopsticks?(順便問一下，筷子底下的東西是什么？)58.I’ve never had any food as delicious as this.(我從沒吃過這么鮮美的菜肴。)59.Would you like to see our cake selection?(您要看看我們蛋糕的種類嗎？)60.Have you decided on anything, Madam?(太太，您決定點(diǎn)什么菜了嗎？)

（四）調(diào)酒

61.I’d like a glass of “ Tree Shadow In Coconut Forest”(雞尾酒名).(我要一杯“椰林樹影”。)

62.“Summer Sunshine”(雞尾酒名)would be nice.(來一杯“夏日陽光”。)

63.People like “Dance Of Bright Sun”(雞尾酒名)very much.(大家都很喜歡“艷陽之舞”。)

64.“Star Of Good Fortune”(雞尾酒名)sells well.(“幸運(yùn)星” 銷路很好。)

65.“Setting Sun At Dusk”(雞尾酒名)sounds very interesting.(“日落黃昏” 聽起來很有意思。)

66.Would you like a table, near the bar or by the window?(你是坐在吧臺(tái)旁還是坐在窗口旁？)67.Here are some peanuts, and they are free.Please enjoy.(這是你的花生米，請(qǐng)

免費(fèi)享用.)

68.I’d like a glass of whiskey, straight up.（來一杯威士忌，純喝。）

69.How about a “night up”?(臨睡前再來一杯，怎么樣？)70.Two ounces scotch on the rocks，please(要一杯兩盎司加冰的蘇格蘭

酒)

71.The name of “Bright Stars”(雞尾酒名)is romantic.(“星光燦爛”的名字

很浪漫。)

72.A glass of whiskey, half and half.(一杯威士忌，一半水，一半酒。)

73.How would you like your brandy, up or down?(您的威士忌，加冰還是不加冰？)

74.Scotch over，please.(一杯加冰的蘇格蘭酒。)75.“Love Story”(雞尾酒名)and “Very Warm Kiss”(雞尾酒名)are different from each other.(“愛情故事” 和 “燙熱之吻” 互不相同。)76.Make it two, please.(在給我來一杯。)

77.Please bring me a pot of hot coffee.(請(qǐng)給我一壺?zé)峥Х取?78.Do you honor this credit card?(你們接受這張信用卡嗎？)

79.Please page Mr.I.i in the bar for me.(請(qǐng)叫一下在酒吧里的李先生。)

80.There is difference between “Burning Sun”(雞尾酒名)and “Dance of Bright Sun”(雞尾酒名).(“烈日驕陽” 和 “艷陽之舞” 之間有不同點(diǎn)。)

題型三 情景對(duì)話

（一）中式鋪床

1.If the guest wants to make an international call, how would you tell him?

(Dial 9(or other number)first and then your country code, city code and the number you want.)2.If the guest comes to you and says he/she can not open the door, what would you do?(I would go with him to him room to have a check.And have his key changed if necessary)3.When the guest asks you to take her clothes for laundry by phone, what would you say?(I will pick up your laundry soon and may I have your room number?)4.When you are going to clean the room for the guest, and the guest tells you it is not convenient for him now, what would you do?

(I’ll ask the guest when it will be convenient and note it down in the logbook.)

5.When the guest calls the housekeeping service center, and wants an extra pillow, what would you say?

(We will send one to you immediately, and may I have your room number?)6.If the guest calls the housekeeping service center, and says he/she is very cold, how would you do?

(I’ll tell the guest there is a blanket or quilt in the closet, or I’ll send him/her an extra blanket or quilt.)7.When you are going to make turn-down service for the guest, but the guest is working, what would you do?(I would ask the guest if it is ok to do now, if not, when it will be convenient.)8.If the guest calls the service center and says the bulb in his room is broken, what would you do?(I’ll apologize to the guest and tell him/her the electrician will be there soon.)9.How would you introduce your guestroom to the guest?

(I would tell the guest about the equipment, the views, the service guide, and security of the guestroom)10.If the guest comes to tell you that his room is smoky and he wants to change it.But you do not have another room available.What would you do to solve the problem?(I would first apologize for it and explain the situation to him and help him

get rid of the smell by opening the window and cleaning the air.)

(二)中餐宴會(huì)擺臺(tái)

11.You are the waiter/waitress, and you want the guest to sign the bill, what should you say?(Would you please sign the bill, sir/madam?)12.What would you say to the guest if you want to confirm his/her reservation?(May I confirm your reservation, sir/madam?)13.What would you say to confirm the guest’s order?

(May I repeat your order now?)14.What is “Mapo Tofu”?(Mapo Tofu is spicy bean curd, it is a classical Chinese dish.)

15.When a guest calls to reserve a private room for dinner, what information do you have to know?(I have to know the date and time for the reservation, how many persons, and if there is any special requirement)16.If the guest made a complaint about the dish, how would you do?

(I would apologize to the guest, find out the reason, and change the dish or give him discount according to the situation.)17.How would you introduce your restaurant to the guest?

(I would tell the guest the business hours of the restaurant, the specialty, the popular dishes, the taste and so on.)18.How would you introduce your restaurant to the guest?

(I would tell him about the business hours, the specialties, and the special programs and so on)

19.When the guest finishes his dinner, and you want to know his suggestion, what would you say?（I would ask the guest whether he has enjoyed the dinner or whether there is anything the hotel can do to improve.）

20.If the guest wants to have something which your restaurant doesn’t have, what would you say to him?

(Sorry sir.This is not available in our restaurant.But can I suggest some...?)

(三)西餐宴會(huì)擺臺(tái)

21.After the guest pays the bill, and you want to express your good wishes, what would you say?

(Thank you for your having chosen our restaurant and have a good time staying in our hotel.)

22.If the guest wants to know the business hours for breakfast, what would you say?

(The breakfast is served from 6:00 am to 10:00 am)

23.If you learned that the guest would leave the hotel very early next morning.What suggestion would you give him?

(I would suggest him to have his bills paid in the night in case there is hurry in the morning.)24.What would you say to someone who walks into your restaurant for a meal?

(Welcome to our restaurant.Do you have a reservation?)

25.When the guest orders the beefsteak, what do you have to pay attention to?

(How would the guest like it done: well done or rare.)26.If you find that the guest leaves the restaurant without paying his bill, what would you do?

(I would go and politely tell him that he has forgotten to pay his bill.)27.If the guest comes to the Western Restaurant for Chinese food, what would you do?

(I would say sorry to him and tell him where to go to have Chinese food.)28.If the restaurant is full when the guest comes, what would you say to the guest?

(I would say “we are very sorry, but there is no seat available at the moment.Could you please just wait for a moment?”)29.If the guest takes out his cigarette and starts smoking in a non-smoking area in the restaurant, what would you do?

(I would go to him and politely tell him that this is a non-smoking area and ask him to smoke in the smoking area.)30.While you are on duty.What would you say if the guest invites you to a drink?

(I would tell him that I am working.So I’m not supposed to accept the guest’s invitation.But I would thank him all the same.)

（四）調(diào)酒

31.What drinks do guests usually order after meal?

(After meal, guests usually order Brandy or Liqueur of port wine 波爾圖 葡萄酒)

32.What is champagne?

(Champagne is a sparkling, dry, white wine originally from the region of

Chamagne.)

33.What is cognac?

(Cognac is a brandy distilled in the town of Cognac, France.)

34.What is whiskey?

(Whiskey is distilled alcoholic liquor made from grain, usually containing from 43 to 50 percent alcohol.)35.What does “V.S.O.P” mean?

(“V.S.O.P” means V—very S—superior O—old P—pale.)36.Can you mention four major kinds of Cocktail?

(They are Short Drink（短飲類）, Long Drink（長(zhǎng)飲類）, On the Rock（洛 克類）and Shooter（舒特類）).37.Can you tell the four basic methods to make cocktail?

(They are shake(搖和法), stir(調(diào)和法), build(兌合法)and blend(攪和 法).)38.What does “on the rocks”mean?

(“on the rocks”means served over ice cubes, that is to say, putting the ice cubes into the glass, and then pouring the liquor on the ice.)39.What kind of drink is cocktail?

(The cocktail is a drink made by blending spirits together or adding condiments to a wine or more.)40.What does “Dry” mean?

（As for Wine, “Dry” means “not contain any sugar”.As for Jin and Beer, “Dry” means “strong”）