酒店英语试卷

命题人：审批人：试卷类别： A 卷

酒店英语课程试卷

至学年第学期专业：应用英语年级：班级：

姓名：学号：成绩：考试形式：闭卷时间：100 分钟

1.We cover the beds with a___________

2.In the___________ are cool drinks.

3.Can you turn off the ____________, it’s getting cold here.

4.I need my shoes to be cleaned. I’ll put them in the___________

5.After cleaning the glasses we put them on the___________

6.You can switch on the television with a____________

7.My lamp does not work. Could you change the____________ for me?

8.Do you have any ___________to light my cigarette?

9.For the cleaning of the bathroom we have to use____________

10.I don’t know the phone number. Can you please give me the____________?

II. Complete the following dialogues.(10%)

Dialogue 1 （R=reservationist G= guest）

R: Reservation, ___________1_______________?

G: Yes, I'd like to book a room for my friend, Mary.

R: __________________2__________________?

G: A double room with bath. _____3_________?

R: It's 150 Yuan RMB. ______________4______________?

G: Ten days.

R: ___________5_________________ ?

G: On the 18th.

R: Well, a double room with bath from the 18 th to 28th.

G: That's right. Thank you.

Dialogue 2 （C=cashier G= guest）

G: We would like to check out now. Please give me our bill.

C: Certainly. ____________6______________________?

G: I'm the team leader, Tom Smith. We were in Room 208 and 209.

C: Wait a moment, please, Tom. Your bill totals RMB780. Here you are. Have a check, please. G: Correct. ________________7_________________?

C: Yes, we do accept some major credit cards. _____________8_________________?

G: American Express.

C: Fine._____________9_________________?

G: Sure. Here it is.

C: _________10___________. Please take your credit card and keep the receipt.

Ⅲ. Reading Comprehension (30%)

Passage 1

Hotel managers have always been confronted with a peculiar irony where Front Desk operations are concerned. Unquestionably，desk personnel have more impact on guests than any other single group of employees. They are the first to say hello and the last to say goodbye. In between, it is usually the desk clerk to whom guests turn for information, assistance, or resolution of a complaint.

However, Front Desk work is often tedious and stressful. The pay is traditionally low, and rarely is there much opportunity for advancement. As a result, Front Office managers have difficulty finding well-qualified people. Morale tends to run low, turnover is high，and performance is less than optional. And that in turn shows up as guest complaints, errors in the audit, and recurring problems of all kinds.

A notable exception can be found at the Westin Hotel, Seattle, operated by Westin Hotels (formerly Western International). Casual observation quickly reveals a Front Desk operation that is both efficient and accurate. Satisfaction among guests is usually high, and this year the hotel (formerly called the Washington Plaza) was again granted a Mobile 4-star award for its excellent service.

1. The staff in the ______department is more influential to the guests in the hotel.

A. front desk

B. house keeping

C. food and beverage