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1、2017 山东省职业院校技能大赛 中职组酒店服务赛项 英语口试题库（中式铺床项目） 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：When a guest calls to ask if yo
2、u 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? 3. 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
3、：I will say: Thats all right. I will come back later. What time would it be convenient for you, sir? 4. Q: What will you do if the guest says that she wants to use her hairdryer, but its 110 volts? A: I will tell the guest that the electrical voltage in China is 220 volts. And I will send her a tran
4、sformer or a hairdryer for 220 volts. 5. Q: What will you say if the guest tells you the temperature in the room is not agreeable? A: Dont worry. I will adjust the air -conditioning for you. 6. Q: If the guest comes to you and says he cant open the door with the key to his room, what will you do? A:
5、 I will go and have a check with him, and help to have his key changed if necessary. 7. 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 r
6、ooms, suites and deluxe suites in Japanese, British ，Roman, French and presidential styles. 8. 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 s
7、ervice. There will be an extra charge of 50% for the express, but the laundry will be sent back to him in four hours. 9. Q: Whats the information you give when youre introducing a guestroom to the guest ？ A: I will introduce the equipment, the services provided, special facilities and the view the g
8、uest may get from the room. 10.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.” 11.Q：What will you say when the guest has finished checking-in at the Front Desk? A：Here is your room k
9、ey and the bellboy will show you up to your room. Hope youll enjoy your stay in our hotel. 12.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 wont be disturbed the next morning.
10、13.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. 14.Q: If the guest asks you to look afte
11、r the baby for her, what will you say? A: I m sorry, madam. I cant 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. 15.Q: What will the attendant say to help if a guest asks to have a stain on his clothes removed?
12、 A: Sure. We will try our best to remove the stain but we cannot guarantee the result. 16.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 m
13、atter and have another steak prepared to your appetite. 17.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. 18.Q: How do y
14、ou respond to an unexpected request from the guest? A: I m not sure, but well see what we can do for you. / I cant guarantee, but lets see what we can do. 19.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
15、check it with the department concerned. 20.Q: Tell the guest how to use the “Make upRoom ” sign. A: If you want the housemaid to make up your room earlier, just hang the “Make up Room ” sign outside on the door. 21.Q: Tell the guest how to ask for Room Service by telephone. A: You can dial 515 to as
16、k for Room Service. Room Service is available round the clock. 22.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. 23.Q: Explain to the guest the use of the Hotel Service Directory. A：By referring to the Hotel Service Directory on the writing desk, youll find detailed information about all the services we provide in the hotel. 24.Q: Inform the guests about the free shoe shinin
