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 1Hotel 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 deskB. house keepingC. food and beverage2. Which is not the reason why Front Office managers have difficulty finding capablestaff?A. low salaryB. little opportunity to get promotionC. easy work place3. What is prone to happen in the work of Front Desk?A. guest complaintB. errors in telephoneC. high turn over4. What is a receptionist responsible for?A. say hello to the guestsB. deal with guests' complaintC. say good bye to the guest5. What grants the Westin Hotel a Mobile 4-star award?A. high moraleB. rare guest complaintC. first-rate servicePassage 2“Culture shock” occurs as a result of total immersion in a new culture. It happens to “people who have been suddenly transplanted abroad.”Newcomers may be anxious because they do not speak the language, know the customs, or understand people’s behavior in daily life. The visitor finds that “yes” may not always mean “yes,” that friendliness does not necessarily mean friendship, or that statements that appear to be serious are really intended as jokes. The foreigner may be unsure as to when to shake hands or embrace, when to initiate conversations, or how to approach a stranger. The notion of “culture shock“helps explain feelings of bewilderment and disorientation. Language problems do not account for all the frustrations that people feel. When one is deprived of everything that was once familiar, such as understanding a transportation system, knowing how to register for university classes, or knowing how to make friends, difficulties in coping with the new society may arise.When an individual enters a strange culture, he or she is like fish out of water.’ Newcomers feel at times that they do not belong and consequently may feel alienated from the native members of the culture. When this happens, visitors may want to reject everything about the new environment and may glorify and exaggerate three positive aspects of their own culture. Conversely, visitors may scorn their native country by rejecting its values and instead choosing to identify with (if only temporarily) the values of the new country. This may occur as an attempt to over-identify with the new culture I order to be accepted by the people in it.6. Which of the following statements is true according to the author?A. Culture shock is bad to the society.B. A typical symptom of culture shock is confusion.C. Shock can become the motif.D. Culture shock happens to foreign students only.7. Newcomers may worry about______.A. Their knowledge of yes in the native languageB. Their ability to make friendsC. There control of their behaviorD. Their ignorance of the alien customs8. When the foreign visitor is immersed in new problems he finds hard to cope with, he ismost likely to feel______.A. uninsuredB. frozenC. angryD. alienated9. The expression he or she is like fish out of water suggests______.A. People away from their cultures can hardly survive in a new cultureB. A fish can not survive without waterC. People away from their cultures experience mental isolationD. People away from their cultures have to come back to the original environment10. In order to identify with the new environment, some people may______.A. give an exaggerated picture of their own countryB. abandon there original beliefsC. accept a temporary set of valueD. criticize the positive aspects of their own countryPassage 3Along with the development of the market economy in China, many people have bought or are going to buy accommodation for themselves. Before buying accommodation, you have to consider the following points.When buying a flat or house, it’s important to know exactly how much money you can spend. The mortgage department of a local bank can help you figure out how much you can spend on a flat or house. This is based on your monthly income and expenses. When you buy accommodation, you must pay part of the total cost right away. This is known as the down payment. Down payments are at least 10 percent of the price of the house. A bank lends you therest of the money by making payments directly to the seller. You must repay the loan plus interest over a set period of time.Once you know exactly how much money you can spend, it’s time to choose a location. Some locations are expensive; therefore, it’s important to choose a neighborhood that’s within your budget. If you rely on public transportation, a train or bus should be within walking distance. If you have children, you may want your accommodation to be near their school or school bus route.Finally, it’s also important to decide how much space you need or how little you’ll settle for. Generally, the larger the accommodation is, the more it will cost. Your family’s needs will determine i ts size, how many bedrooms you’ll need, and whether or not you’ll need a big yard.11. The best title for this passage is ____________.A. The Market EconomyB. Public TransportationC. Buying AccommodationD. Mortgage Payments12. In this passage, the phrase “down payment” (Para2) probably means __________.A. the total costB. the first paymentC. the interestD. mortgage payment13. According to the passage, you must ____________ after you pay part of the total priceof the house.A. repay at least 10 percent of the depositB. keep your monthly incomeC. repay the mortgage payments and interestD. find a new job and earn more money14. Which of the following statements is not true?A. The larger the accommodation is, the more expensive it is.B. The government can calculate how much money you can spend of a flat or house.C. The more money you pay, the smaller your loan will be.D. A lot of people can afford a flat or house now.15. Which piece of advice is NOT mentioned in the passage?A. It’s important to choose a good location.B. You should decide the size of your flat or house.C. It’s important to choose the best storey.D. You have to buy a flat or house based on your consumption capability.Ⅳ. Translation (30%)Part I Translate the following into Chinese. (20%)1. How long do you plan to stay?2. How many guests will there be in your party?3. We do have a single room available for those days.4. I’m sorry we are fully booked for 22nd.5. We offer special rates today.6. Please leave your Room Card and key at the Reception Desk when you check out.7. Enjoy your stay here.8. How many pieces of luggage do you have?9. Could you bring us some more towels and hangers?10. This is an exchange memo. Please fill in your name and the amount you intend to change. Part II Translate the following into English. (10%)1. 叫醒电话2. 门童3. 外币4. 洗衣服务5. 登记表6. 标准间7. 国籍8. 沐浴露9. 前台10. 结账退宿V. Make a situational dialogue (20%)Task:A chamber maid asks for permission to clean the room.The guest agrees but asks her to begin with the bathroom.The guest asks the maid where he can borrow a hair-dryer when she finishes cleaning.The maid promises to send one up right away.。