2024年6月2日发(作者：)

2020全国职业院校技能大赛中职组酒店服务赛项

英语口试题库

二、 客房中式铺床部分情景应答及答题要点：

1. Q: When the guest wants to book a standard room in your hotel, but you don’t know

whether you have a room or not, what should you say as a reservation assistant?

当客人想在你的酒店预订一个标准间，但你不知道无论您是否有房间，作为预订助理，您应该说些什么？

A: Sir, please wait a minute, I’ll check if we have a room available for you.

先生，请稍等，我查一下是否有空房间给您。

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?

你来为一位客人整理房间，但他告诉

你他更喜欢待会，因为他正忙着做一些文书工作，你会怎么说？

A：I will say: That’s all right. I will come back later. What time would it be convenient

for you, sir?

我会说：没关系。我晚点再来。先生，您什么时候方便？

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

volts?

如果客人说她想用吹风机，但吹风机是110伏的，你会怎么做？

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.

我会告诉客人中国的电压是220伏。我会送她一个

220伏的变压器或吹风机。

4. Q: What should you say when you give the registration form to the guest as a

receptionist?

当你把登记表交给作为接待员的客人时，你应该说什么？

A: Sir, here is your registration form, please check your information,if everything is

right, please sign your name here.

先生，这是您的登记表，请核对您的信息，如果一切正常，请在

1

这里签名。

5. 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?

如果客人来找你说他不能用房间的钥匙开门，你会怎么做？

A: I will go and have a check with him, and help to have his key changed if necessary.

我去和他核对一下，必要时帮他换钥匙。

6. 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.

试着把旅馆里不同类型和风格的房间介绍给贝洛斯先

生，他正在通过电话预订房间。

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.

贝洛

斯先生，您想要什么样的房间？我们有日式、英式、罗马式、法式和总统式单人房、双人房、套房和豪华套房。

7. 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?

一位客人告诉你他正在参加一个

重要的会议，他想让人尽快干洗他的西装。你会做些什么来帮忙？

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.

我建议他选择快件洗衣服务。快件要加收50%的费用，但洗好的衣服将在4小时内寄回给他。

8. Q: What’s the information you give when you’re introducing a guestroom to the

guest？

当你向客人介绍客房时，你会提供什么信息？

A: I will introduce the equipment, the services provided, special facilities and the view t

he guest may get from the room.

我将介绍房间的设备、提供的服务、特殊设施和客人可以从房间看到

的景色。

9. Q: When the guest wants to do the early departure, what should you ask as a

receptionist?

当客人想提前离开时，作为接待员你应该问些什么？

A: Sir, today is not your departure date. Would you want to leave earlier?

2

先生，今天不是您的出发日期。你想早点走吗？

10. Q: If the guest says

he

would like to sleep late the next morning, what will you suggest?

如果客人说他第二天早上想晚睡，你有什么建议？

A: Please press the “Do Not Disturb” (DND) button before you go to bed, and you

won’t be disturbed the

next

morning.

睡觉前请按“请勿打扰”（DND）按钮，第二天早上您就不会

被打扰了。

11. Q: A guest wonders if the

outdoor

swimming pool of the hotel is a right place to cool

off and relax.

一位客人想知道酒店的室外游泳池是不是一个合适放松自己的地方。

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.

我们的室外屋顶游泳池

有一个150米长的游泳池。在忙碌的一天之后，它为客人提供了一个绝佳的清凉和放松的绿洲。

12. Q: If the guest asks you to look after the baby for her, what will you say?

如果客人让你

帮她照看孩子，你会怎么说？

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.

对不起，夫人。我不能那样做。这违反了我们酒店的规定。但是我们有很好的保姆服务。这些保姆受过良

好的教育，而且可靠。

13. Q: What will the attendant say to help if a guest asks to have a stain on his clothes

removed?

如果客人要求去除衣服上的污渍，服务员会怎么回答？

A: Sure. We will try our best to remove the stain but we cannot guarantee the result.

当然可以。我们将尽力去除污渍，但我们不能保证结果。

14. Q: What will you say if the guest complains the beef steak sent by Room Service is

rare, while he asked for well-done?

如果客人抱怨客房服务部送来的牛排太少了，而他要求的是熟

透的牛排，你会怎么回答？

A: I’m terribly sorry. I will inform the Food and Beverage Department; they’ll see to

3

the matter and have another steak prepared to your appetite.

非常抱歉。我会通知餐饮部的，他们会处理此事，再给你准备一份牛排。

15.

What will you say if there is no room available for the guest who is calling to make a

reservation?

如果打电话来预定房间的客人没有空房间，你会怎么说？

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.

对不起，我们已经订满了。我把你列入等候名单好吗？如果

有取消，我们会与您联系。

16.

Q: How do you respond to an unexpected request from the guest?

你如何回应客人的意外

请求？

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.

我不确定，但我们会看看我们能为你做些什么。/我不能保证，但让我们看看我们能做

什么。

17.

Q: How do you ask the guest how he likes his steak cooked?

你会怎么问客人牛排要怎么

做？

A: How would you like your steak cooked? Rare,Medium Rare,Medium,Medium

Well,or Well Done?

你的牛排要几分熟？一分熟，三分熟，五分熟，七分熟，还是全熟？

18.

Q: Tell the guest how to ask for Room Service by telephone.

告诉客人如何通过电话要求客

房服务。

A: You can dial 515 to ask for Room Service. Room Service is available round the

clock.

您可以拨打515要求客房服务。客房服务全天候提供。

19.

Q: Explain to the guest the hotel preference policy in making up rooms.

向客人解释酒店

的优惠政策。

A: We always make up the check-out rooms first, unless there is a request.

除非有要求，我们总是先把退房的房间收拾好。

20.

Q: Explain to the guest the use of the Hotel Service Directory.

向客人解释酒店服务目录的

4

使用。

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.

通过查阅写字台上的酒店服务目

录，您可以找到酒店所有服务的详细信息。

21.

Q：What is not included in the room charge?

什么不包括在房费里？

A：Well,you will find a mini-bar in your of it will be charged to your

,the hotel provides room service,at an additional charge of course.

好吧，你会在你的房间使用您的账户。还有，酒店提供客房服务，当然要另外收费。

22.

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.

告诉

客人美国和中国的电压差，提醒他浴室里的插座分别是110伏和220伏。

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.

这里的电压比美国的高很多。浴室里有

两个插座，一个110伏，另一个220伏。

23.

Q: The guest would prefer the turndown service for him after 9:00 pm when you’ll be

off duty. How do you respond?

客人更喜欢晚上9点以后你下班的时候为他提供夜床服务。你如何

回应？

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.

别担心，先生。我一定要让夜班的工作人员知道，晚上9

点以后他会为你做夜床服务。

24.

Q: Explain to the guest how to use the door knob menu to order and have his

breakfast in the room.

向客人介绍如何使用门把手上的菜单，在房间里点菜和吃早餐。

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

5