《饭店服务英语》 B 级(客房)试卷(一)
饭店英语期末考试总结(1).doc
Unit 1豪华套间deluxe suite行政套间executive suite总统發间presidential suiteTWB twin bed room特殊要求special request到店日期arrival date以。
的名义under the name of取消预订cancel the reservation确认预订confirm the reservation/booking巾务改预定revise the reservation海呆a room with a sea vicw/gardcn view淡季off season机场接送airport pick up service未到客no show客房价room rate前厅部FO front office餐饮部FB food and beverage客房部HSKP house keeping外国散客FIT foreign indival travel豪华单人房deluxe single可退押金refundable deposit己被订满的booked up离店日期departure date可用的空房room available房价room rate团队侦订group rcscrv r ation旺季peak season有保证的预定房guaranteed reservation山景mountain view顺便问一下，如果可能的话，你能把这10个房间安排在同i楼层吗？By the way, could you arrange these ten rooms on the same floor if that's possible?对于团体预定，旺季九折，淡季八折For group reservations, there?s a 10% discount in peak-seas on，and 20% in off-season你愿意用行用卡来•保预订吗？Would like to make a guaranteed reservation by credit card?你打算用何种方式付款？How will you be settling the account?恐怕我们现在没有多余的双人房了，你介意改定两个单人房吗?I'm afraid we have no TWB available・ Would you mind two single instead?您能再交2000元来in保您修改的预定吗？Could you pay 2000 yuan more to guarantee your revised reservation?我们期待您的到來We^re looking forward to your comingUnit 2登记、入住registration请客人填写入住窃记表Ask the guest to fill in/out the registration form前台front desk接待台reception desk接待员receptionist护照passport延长您的居住extend your stay确认两通知confirm notice职业occupation > profession居住地current addressresidence签发地place of issue无侦定客walk in guest散客FIT foreign indival travel空房 vacant and available在外过夜房sleep-out预定更改表amendment list当H取消订房表cancelation list提前退房表unexpected departure延期退房表extension list房租折扣及免费表discount & complementary list未到客人表no-show guest客房收入报n room revenue report今口入住VIP 报告today's VIP stay-over report如果您有任何问题或要求，请随时来找我们If you have any problems or requests, please don'l hesitate to ask us根据预定记录，您预定了一个海景双床房According to the record, your reservation is for a twin room with a sea view由于您的房门会自动锁上，所以请确保您外出时带好钥匙卡Since the door of your room locks automatically, so please make sure that you have your key card when you leave theroom你打算如何付款？用现金、信用卡、旅行支票How would you like to settle your bill/make payment?In cash/By credit card/ With traveler's check行李员会帮您拿行李，并带您到房间The bellman will show you up to your room with your luggage/baggageUnit 3保险箱safe deposit box客房送餐服务room service提供旅游信息offering tourist information亨冇良好声誉enjoy a good reputation取物条claim tag（客房内）小保险箱in-room safe彳亍李搬运服务bell service房内设施room facilities楼顶观光花园rooftop garden行李架luggage stand行李车luggage cart自助项目self service item行李标签luggage tag磁卡钥匙key card我们有免费从机场到酒店的往返巴士We run a shuttle bus from the airport to the hotel free of charge我们冇从机场到酒店的免费巴士Wc run a courtesy bus from the airport to the hotel我随信附上我们酒店的电了版的手册，附件包含我们酒店的总体介绍以及价H表I enclose an e-version of brochure of our hotel which includes a general introduction to our hotel and a room rate list in the attachment我们酒店旁的便利店24小吋营业The convenient stores next to our hotel open round the clock你们这里冇失物招领处么，我的钱包丢了Do you have a Lost and Found Desk? My purse is missing您的行李箱里是否有贵重或易碎物品Is there anything valuable or fragile in your suitcase?礼宾员是一个非常具有挑战性的工作It's a very challenging job to be a qualified conciergeUnit 4东方明珠Oriental Pearl Tower明十三陵Ming Tombs径U走walk straight ahead指足各give directions出租车计价器a taxi meter工艺arts and crafts金钥匙Golden Keys信息服务information service电话薄telephone directory叫车hire a taxi报刊架newspaper rack公共交通public transportation旅游景点a tourism attraction至少他需要知晓一些基本信息，如餐馆、俱乐部、剧场的信息，并能够按照客人的耍求给她们推荐可以去的场所At least he has to know some basics, the restaurants, the clubs, the theaters, and be able to recommend places to guests on request他应该乐于和客人接触，并喜欢帮助他们He should be interested in meeting people and have a desire to help them径玄向前走到走廊的尽头，你会看见艺术和手工艺品中心在你的右手边Walk straight ahead till the end of the corridor. You can see the arts and crafts center on your left奥林匹克运动会提供了一个向世界展示现代北京的机会The Olympic Games have offered a unique opportunity to present a modern Beijing to the world酒店册子按需捉供Brochure of our hotel is available on requestUnit 5挂断电话hang up the phone接通电话put through/transfer the phone留言leave a message分机extension国内长途DDD domestic direct dial长途电话long distance call叫人电话Person to person call叫号电话Station to station call来点过滤服务screen call service国际直拨IDD international direct dial服务费service charge电话接通音line-through tone对方付费电话collect call国际字冠international prefix区号area code市内电话local call叫醒电话wake up call热线hotline很抱歉，内线无法转接I'm sorry we can’l transfer calls from the house phones请确保在您离开之前灯己经关抻了Please see to it that the lights are switched off before you leave您冇任何问题的话，可以查阅房间内的《服务指南》Should you have any questions, you may refer to the Service Directory in your room我这就为您转接到留言台、意大利餐厅PH put you through to the Message Desk/Italian restaurant国家代码列表在您房间里的服务指南上The country codes arc listed in the Service Directory in your roomUnit 6兑换夕卜币exchange foreign cuiTencyj奥元AUD加元CAD面额是100、50、20 元一张的in hundreds/fifties/twenties一张五元、十元、二十元的钞票A five-yuan/ ten-yuan /twenty-yuan note夜申night auditor可退押金refundable deposit国际大来俱乐部卡Diners Club International离店H 期departure date记账系统accounting system旅行支票traveler's check外币兑换水单exchange memo日木信用局卡JCB card机场外币兑换处Airport Exchange Office商务酒店commercial hotel我对我的失谋感到非常抱歉I do apologize for my miscalculation 请妥为保存，在六个月出境时可凭木人护照和此水单兑回外汇，超过六个月此水单失效Please keep this carefully, part of unused yuan can be reconverted into foreign currency according to your passport and the EXCHANGE MEMO when the holder leaves China within six months; the EXCHANGE MEMO is invalid after Six nlonths你想耍大额钞票还是小额钞票？Would you like the notes in large or small bills?根据酒店规定，我们不接收个人支票We don't accept personal checks according to the hotel policy我想从您的保险箱里面取冋我的物品Fd like to get my valuables back from your safe deposit box今夭对美元的汇率是1:6.97Today's rate of exchange is 6.97 to the dollar我帮您结算账单I will calculate/draw up the bill for you对不起，我在开账单时弄错了，真的很抱歉Fm sorry I made an error when I drew up your bill. I do apologize for thatUnit 7租丿IJ 电脑rent laptop computer发传真send fax往返票round trip ticket单程票one way ticket/single ticket过道座aisle seat悠窗座window seat经济舱economy class上铺upper bunk卜•铺lower bunk中美Sino-American屮丨I Sino-Japanese饮食服务catering service通常来说on a daily basis纤维fiber口译interpret口译者interpreter自给自足的self-contained同声传译simultaneous interpretation同声传译系统simultaneous interpretation system 标准时间standard time双面打印double-side printing价目表tariff list笔记本电脑laptop computer玄飞航班non-stop flighl互联网接入服务Internet access service时差time difference列车时刻表train timetable一个设施齐全的商务中心配冇电脑、互联网接口，还冇包括打印机、扫描仪和复印机在内的机器A self-contained business center is equipped with computers, Internet access and machines combining printer, scanner and photocopier商务中心为客人提供打字服务，每千字收取50元Our business center provides typing service for the guests, and charges 50 yuan per thousand words请记住至少在飞机起飞前一个小时办理行李托运Please remember to check your luggage at least one hour earlier than the departure time会以行程需要马上发送到木部Here's a convention schedule which should be send to our headquarters right now。
《饭店服务英语》课件——模块二 客房服务中心
Room Center Serviu give the answers to them ?
1. What do you think a hotel should provide to the guest? 2. Why are entertainment facilities important for a hotel? 3. If you are in charge of the improvement of the
Ⅵ. Translation
1) 我打电话来是想问问你能不能帮个忙。 2) 如果前台允许的话，我们会为你加一张床的。 3) 您的黑色衬衣掉了一颗扣子，我会帮您缝上的。 4) 我们提供快速洗衣服务，不过需要加收50%的费用。 5) 我们马上派人把快速洗衣单送过去。
Check up
1. I am calling to ask if you could do me a favor? 2. I’ll get you an extra bed with their permission. 3. There is one button missing on your black shirt, I will help you
加急服务程序
Ⅰ. 词汇
juice [dʒu:s] n. 果汁 mineral ['minərəl] a. 矿物的 mini-bar ['mini- bɑ:] n. 小冰箱 send [send] vt. 派 fast [fɑ:st] a. 快速的 dry-cleaned [drai- kli:nd] vt. 干洗 iron ['aiən] n. 铁，熨斗v. 熨，烫衣服vt. 熨烫 button ['bʌtn] n. 钮扣 mend [mend] v. 修补 deliver [di'livə] v. 递送，交付 emergency [i'mə:dʒnsi] a. 紧急的 express [iks'pres] n. 快递
饭店英语b卷答案
1: Match the expression on the left with the best meaning on the right.找出下列各词的意义。
(1*15)1.b Rear a. thoughtful2.d Disabled b. the back part of a vehicle3.a Considerate c. good journey4.e Recommend d. not able to use a part of one’s body5. c Bon voyage e. to advise someone to do something6.e Limousine a. be able to be used or can easily be bought7.a Available b. a place with a spring of mineral water that makes people healthy8.b Spa c. not occupied9.c Vacant d. a plan or a list of the places you will visit on a journey10.d Itinerary e. a small comfortable bus that people take to and from airports11.c Charge a. needing prompt decision or action12.a Urgent b. that from which something is copied13.e Expect c. price asked for goods or services14.b Original d. government system of collecting, carrying, delivering letters and parcels15.d Mail e. think or believe that something will happen or come2: Complete each short dialogue with the correct replies. 选择正确的答案，完成下列短对话。
酒店英语笔试试卷参考答案
《酒店英语》课程试卷笔试参考答案一﹑Translate the following words and phrase into Chinese. (20 points, 1 point each.)1.客房预定2.单人间3.入住登记服务4.行李员5.打字6.收拾，整理7.开夜床服务8.洗衣房，洗衣店9.投诉，抱怨10.中餐厅11.领班12.生的，一成熟13.青蟹14.信用卡15.餐巾16.健身俱乐部17.高尔夫练习场18.跑步机19.国庆节20.美容二、Choose the best answer. (10 points, 1 point each.)1. B2.B3.A4.C5.D6. A7.B8.D9.C 10.A三、Reading Comprehension. (10 points, 2 points each.)1. B2.A3.D4.C5.B四、Put the following English sentences into Chinese. （20 points, 4 points each.）1.我想确认您的预订。
布朗夫妇订了从十月十日至十月十二日共三晚上的标准间，每晚95元。
我是芭芭拉，我们期待您的光临。
2. 很抱歉听到这些。
我们为给您的不便道歉。
3. 如果您有更多的衣服要洗，请把它放在浴室门后的洗衣袋内。
每天早上洗衣工会来取洗衣袋。
4. 很抱歉饭店现在客满了，但是我们能在二十分钟内给您安排座位。
您可以在大堂喝茶如果您喜欢，一旦有座位我们会叫您。
5.我们想品尝中国菜，但了解不多。
你能否给我们一些建议？五、Put the following Chinese sentences into English.（25 points, 5 points each.）1. What kind of room would you like?2. Housekeeping. Good morning, sir. May I clean the room now?3. What time would be convenient for you?4. May I take you order now?/Would you like to order mow?5. How do you want the steak: rare, under done, medium or well done?六、Making a dialogue according to the given situations, you should write down the conversation. （15 points.）（B:Bellman; G:Guest)B:Good evening，sir. Can I show you to your room?G:Yes，please.B: You have two suitcases and one bag. Is that correct?G:Yes，that's right.B: Is there anything breakable in your bag?G:Yes，there is a bottle of X. 0. cognac.B:Could you carry this bag，sirs? I am afraid the contents might break.G:Sure，no problem.B:Thank you，sir. May I have your room number, please?G:Room 1508.B:Thank you，sir. The elevator is this way.（The elevator door opens.)B:After you，sir.G:Thank you.（The elevator stops.)B:Watch your step，sir. And come this way，please.G:This is your room，sir.（Unlocks the door and switches on the Light.)B:May I put your suitcases here？G:Thank you.B:Here is your room key. Is this the correct number of bags？G:Yes，that's all.B:Is there anything else I can do for you，sir?G:No. Everything is fine. Thank you really.B:We are always at your service. Have a nice stay, sir.。
第三届山东省旅游饭店行业职业技能竞赛服务技能竞赛(英语口语题库)
山东省“技能兴鲁”职业技能大赛第三届山东省旅游饭店行业职业技能竞赛服务技能竞赛题库（英语口语）山东省旅游饭店行业职业技能竞赛组委会二○二○年九月目录目录 (1)中译英 (2)一、中式铺床/夜床（20题） (2)二、中餐宴会摆台（20题） (3)三、西餐宴会摆台（20题） (4)四、英式鸡尾酒调制（20题） (5)英译中 (8)一、中式铺床/夜床（20题） (8)二、中餐宴会摆台（20题） (9)三、西餐宴会摆台（20题） (10)四、英式鸡尾酒调制（20题） (11)情景对话 (14)一、中式铺床/开夜床（10题） (14)二、中餐宴会摆台（10题） (15)三、西餐宴会摆台（10题） (16)四、英式鸡尾酒调制（10题） (17)1中译英一、中式铺床/开夜床（20题）1.客房服务，可以进来吗？Housekeeping,May I come in?2.女士、晚上好！现在可以为您开夜床吗？Good evening,madam.May I do the turn down service for you now? 3.对不起，打扰您了，先生。
I’m sorry to disturb you,sir.4.先生，您希望我们什么时候再来？What time would you like us to come back,sir？5.夫人，我可以整理一下您床上的东西吗？May I tidy up the things on your bed，madam?6.女士，请问有没有要洗的衣服？Do you have any laundry,madam?7.我们提供快洗服务，加收50%的加急费。
We have express service at a50%extra charge.8.您是要快洗服务还是当日取？Do you prefer your laundry by express service or returned on same-day?9.客房里有小冰箱。
饭店服务理论试题(附参考答案)
饭店服务理论试题（附参考答案）一、单选题（共50题，每题1分，共50分）1、根据国际惯例，对客人遗留的一般物品，饭店应保存（）个月。
A、1B、12C、6D、3正确答案：D2、被誉为“管理学之父”的是（）oA、麦格雷戈B、法约尔C、马斯洛D、赫茨伯格正确答案：B3、将餐具、酒具放置在高镒酸钾溶液中，约（）分钟即可消毒。
A、16-20B、3-8C、10-15D、1-2正确答案：C4、饭店计算机系统硬件容量至少应能满足日常操作需要，并能存贮（）年的客史资料等数据。
A、3-5B、4-6C、1-2D、3-7正确答案：A5、饭店危机产生的外部成因有（）。
A、恶性竞争B、旅游犯罪C、意外事故D、经济恶化正确答案：D6、对于品牌活力和品牌认知度都较高的品牌，饭店采取的品牌营销战略是（）。
Λ^品牌更新战略B、品牌培育战略C、品牌推广战略D、品牌扩展战略正确答案：D7、整合营销理念最先由（）提出。
A^德鲁克B、约翰逊C、舒尔茨D、泰勒正确答案：C8、雅高集团旗下的豪华型品牌是（）oA、美居B、索菲特C、诺富特D、宜必思正确答案：B9、在预见未来的基础上对饭店组织的目标和实现目标的途径作出筹划和安排，以保证饭店经营活动有条不紊地进行，这是（）oA、决策与计划职能B、组织职能C、协调职能D、控制职能正确答案：A10、目前我国饭店普遍采用的组织形式是（）。
A、直线制B、直线职能制C、职能制D、矩阵制正确答案：B11、计划指标是反映饭店一定时期内经营管理所要达到的目标和水平，通常包括三大类，即营业指标、财务指标和（）。
A、社会效益评价指标B、经济效益评价指标C、时间方面的指标D、服务质量指标正确答案：B12、饭店各部门的岗位设置，应根据饭店各部门的（）与流程进行设置。
A、业务范围B、工作标准C、宾客特点D、员工素质正确答案：A13、下列哪项国家标准（已颁布或立项）将对酒店信息系统的实施起到指导作用（）oA、《旅游饭店计算机管理系统技术规范》B、《星级饭店访查规范》（1B/TC、《绿色旅游饭店》（1B/TD、《旅游饭店星级的划分与评定》（1B/T正确答案：A14、运用科学的方法，系统地收集和整理有关市场营销的信息，并给以分析研究的过程叫（）oA、市场调查B、市场分析C、市场营销D、市场预测正确答案：D15、随着设备先进性的不断提高，饭店设备的（）逐渐缩短。
客房国家级、省级技能大赛理论题库(1)
第四届全国旅游院校服务技能（饭店服务）大赛英语口语参考题（中职组）一、中式铺床题型一中译英1.这是239房间，我想加一个枕头。
(This is Room 239; I’d like to have onemore pillow.)2.您可以在房间直拨国际长途。
（You can make IDD call in your room.）3.我们提供快洗服务，加收50%的额外费用。
（We have express service ata 50% extra charge.）4.对不起，请问有没有要洗的衣服？（Excuse me. Do you have anylaundry?）5.好像电话有问题。
（It seems that something is wrong with the telephone.）6.2135房间的浴缸坏了，请派人来修理一下好吗？（The bath tub in Room2135 is out of order/service, can you please send someone to repair/fix it?）7.我想要一个转换插头。
（I’d like to have an adaptor/ I need an adaptor..）8.这是8976房间，请送一个电熨斗。
（This is Room 8976, can you sendme an iron, please.）9.我想要一个客房送餐服务。
（I’d like to have a room service.）10.客房里有小冰箱。
（There is a mini bar in your room.）11.我的房间现在还没打扫过，已经12点了。
（My room hasn’t been madeup yet. It’s already 12:00.）12.请接受我代表酒店向您道歉。
(Please accept my apology on behalf of thehotel.)13.我房间的电视图象不清楚。
北京市旅游饭店英语等级考试
北京市旅游饭店英语等级考试北京市旅游饭店英语等级考试大纲（2005年修订）北京市旅游局岗位职务培训指导委员会编2005年12月前言为促进北京地区旅游饭店业服务质量及饭店从业人员整体素质的不断提高，特别是为尽快提高饭店从业人员的英语水平，北京市旅游局岗位职务培训指导委员会自1995年开始在北京地区举行“北京市旅游饭店英语等级考试”（以下简称“饭店英语等级考试”）。
饭店英语等级考试对于鼓励饭店员工学英语、说英语起到了很大的推动作用，受到了饭店企业及其员工的高度重视。
饭店英语等级证书已经成为饭店录用、考核员工的重要参考依据，成为一线员工上岗的必要条件。
2008年奥运会将在北京召开，这对北京饭店业的管理和服务提出了新的挑战与要求。
提高饭店从业人员的整体英语水平成为北京饭店业向国际化发展、以优良的语言环境迎接2008年奥运会的重要一环。
为此，北京市旅游局岗位职务培训指导委员会总结了十年来开展饭店英语等级考试中的经验与不足，同时紧密结合2008年北京奥运会对饭店各岗位的新要求,以及目前从业人员的构成及特点，对饭店英语等级考试的大纲重新进行了修订。
新的《北京市旅游饭店英语等级考试大纲》采用简洁通俗的语言，对本考试的初、中、高三个级别的标准进行了重新定义，并进一步明确了各级别考试的考核范围和语言难度，力求使该考试符合目前北京地区饭店各岗位工作对英语的需要。
本考试特别注重对考生语言交际能力的考查，从而使其真正起到督促、鼓励饭店从业人员学习英语、使用英语的作用。
考试形式方面也有所变化，新的考试引入了先进的考试手段——计算机考试，希望通过人机对话的形式避免考试中的主观因素，以实现考试的实时化和客观化，从而可以为希望参加该考试的人员创造更便捷的考试途径。
新《大纲》的采用必将对北京饭店业员工的英语学习起到积极的推动作用。
编者2005年12月目录一、考试的目的与意义二、考试的性质三、考试方式四、考试内容与样题（一）初级1．总体要求2．具体要求3．考试形式、项目、题量、分值和时间附：初级考试题型样题（二）中级1．总体要求2．具体要求3．考试形式、项目、题量、分值和时间附：中级考试题型样题（二）高级1．总体要求2．具体要求3．考试形式、项目、题量、分值和时间附：高级考试题型样题一、考试的目的与意义北京市旅游饭店英语等级考试的目的是为了尽快提高北京市饭店从业人员的整体英语水平，改善北京地区星级饭店的整体服务质量，进而加快与国际饭店业服务惯例接轨，以优良的语言环境满足2008年北京奥运会以及各种国际性会展服务的需要。
《饭店服务英语》 B 级(客房)试卷(一)
《饭店服务英语》B 级（客房）试卷（一）一、选择题：以下各题的选项中，只有一项是正确的，请将正确答案前的英文字母分别在信息卡相应栏目内涂黑。
评分以信息卡为准。
（每题1 分，共20 分）1. Would you please tell us __________ ?A. what is your room numberB. what your room number isC. your room number is whatD. what your room number2. The hotel is __________ to make the guests stay comfortable and pleasing.A. requestB. requiredC. regardedD. remarking3. There is __________ noise than before.A. lessB. leastC. fewerD. little4 , He is said __________ de-spotting.A. to have wide experience inB. to look afterC. to make way forD. to be used to5. __________ to clean the room now.A. I’m possibleB. It’s possible for meC. What is possibleD. That is possible for me6. The suite faces __________.A. SouthB. SouthernC. at the SouthD , the southern7. Y ou look very pale today. Shalll __________ a doctor ?A. ask afterB. send forC. take overD. get into8. Do you have any clothes __________ ?A. to be cleanedB. cleanC. cleaningD. to be cleaning9. He was so efficient that he fulfilled the task __________ time.A. aboveB. ahead ofC. beforeD. in advance10. When a guest greets a chambermaid “Hi” in the morning , she may answer “_________”A. Hi !B. Hello !C , How about you ?D. Good morning.1 1. After a day’s work , people feel like __________ a bath.A. to takeB , takeC. takingD. and take12. 1 am anxious to __________ my TV set fixed in order to watch the basketball matches.A. madeB. doC. get inD. have13. 1 think a chambermaid ought to __________ extra service for the guests.A. sendB. doC. giveD. make14. Has she become used __________ overnight ?A. workB. to workC. to workingD. to be working15. Please wait for us for __________.A. a short whileB. Short timeC. momentD. not a while16. A : Why don’t you join us ? It is a pity.B : What did you say ? 1 didn’t hear you clearly.A：_________A. I asked you to join usB. I said that why were you not to join usC. I asked you why you not to join usD. I said to you not to join us17. The room service means the service of __________.A. turn-downB. cleaning the roomC. the room centerD. sending meals to the guest rooml8. The American lady said to the room attendant __________ tears , “Thank you very much.”A. inB. withC. atD. almost19. This isn’t a very nice suite , __________ ?A. is itB. isn’t itC. does itD. aren’t20. The best way for a floor attendant to find out the guest’s name is__________．A. to look at the luggage tagsB. to ask the guest his or her nameC. to check the arrival listD. all of the above二、辨识正误：请辨清正误，并在信息卡相应栏目内涂黑：题目正确的在A的栏目内涂黑：题目错误的在B 的栏目内涂黑。
客房服务与管理试卷(附答案)
客房服务与管理试卷(附答案)一、单项选择题1.饭店业的发达程度往往是衡量一个城市或地区整体发展水准的依据。
2.大饭店时期的饭店经营者的代表人物XXX提出了“客人永远是对的”饭店经营理念。
3.我国为适应旅游业的发展需要，提高旅游饭店的管理水平，于1988年制定了《中华人民共和国评定旅游涉外饭店星级的规定》，并于1988年10月1日起执行。
4.客房是宾客生活、器具、办公的重要场所，其设计布置应综合考虑安全、清洁、健康与周到的原则。
5.在现代饭店中的各种设施日趋多样、丰富，饭店的功能随之增加的情况下，满足客人住宿的需求仍是现代饭店最基本、最重要的功能。
6.客房楼层是客房单元、客房交通与客房服务的组合。
7.暂住型饭店的适应性广，在饭店业中所占的比例最大。
8.对客房内不同部位，照明的要求也不同。
客房卧室一般选用低强度的普通光，作扩散照明。
9.客房的营业收入一般要占饭店全部营业收入的40-60%。
10.饭店的客房部与前厅部，是两个业务关系最多、关系最密切的部门。
二、多项选择题1.客人对客房的基本要求可以归纳为舒适、安全、卫生、清洁等几个方面。
2.在客房服务实践中，良好的服务态度表现为细致、主动、周到、热情的服务。
3.饭店的档次和星级的高低，主要反映的是不同层次的客源的不同要求，标志着建筑、装潢、设施设备、服务项目、服务水平与这种需求的一致性和所有住店客人的满意程度。
4.客房部设有布件房和洗衣房，负责饭店布件和员工制服的洗涤、熨烫、保管、发放，为全饭店的对客服务提供保障。
5.客房部与工程部的业务关系主要包括安排维修、相互配合、简单保养、交叉培训等方面。
6．客房部的组织机构应遵循哪些原则？答：客房部的组织机构应遵循专职分工、统一指挥、高效能和统一调度的原则。
7．客房楼层的建筑结构主要有哪些类型？答：客房楼层的建筑结构主要有板式、天井式、塔式和内天井式，每一种形式还衍生出多种平面设计。
8．商务楼层必须提供哪些主要服务和设施？答：商务楼层必须提供入住服务、房间设备、日常服务和个性化服务等主要服务和设施。
旅游饭店服务技能大赛服务英语题库(分工种考核)
旅游饭店服务技能大赛服务英语题库（分工种考核）一、前台接待员：1. How would you greet a guest who just arrived at the hotel?2. List three essential skills required for a frontline receptionist.3. How would you handle a guest complaint about a noisy room?4. Name three things you would ask for when checking in a guest.5. How would you handle a situation where a guest requests to change their room?二、客房服务员：1. How do you ensure the cleanliness and tidiness of a guest room?2. How would you handle a situation where a guest requests extra towels or toiletries?3. Describe the process of turning down a guest room in the evening.4. How would you handle a situation where a guest reports a malfunctioning electrical appliance in the room?5. How do you ensure guest privacy while performing your housekeeping duties?三、餐厅服务员：1. How do you take a guest's order efficiently and accurately?2. How would you handle a situation where a guest complains about the food quality?3. Describe a situation where you did not have a certain menu item available and how you handled it.4. How do you accommodate special dietary needs or restrictions of guests?5. Describe how you handle fast-paced service during peak hours.四、厨师：1. Describe proper food handling and storage procedures in a commercial kitchen.2. How do you ensure efficiency and speed in the kitchen while maintaining quality?3. How do you handle a situation where a guest requests a dish modification or substitution?4. Describe a time when you had to resolve a conflict with a coworker in the kitchen.5. How do you prioritize and handle multiple orders simultaneously during a busy service?五、酒吧调酒师：1. What are the key skills required to be a successful bartender?2. How do you handle a situation where a guest requests a custom cocktail that is not on the menu?3. Describe the process of dealing with an intoxicated guest.4. How do you ensure accuracy while measuring and pouring different ingredients for a cocktail?5. How do you handle a situation where a guest complains about the taste or quality of a drink?六、财务部门：1. What are the main responsibilities of the finance department in a hotel?2. How do you ensure accuracy in financial transactions and records?3. Describe a situation where you had to deal with a guest's billing dispute.4. How do you handle daily cash handling and reconciliation procedures?5. What are the important financial reports that should be regularly prepared in a hotel?当今酒店行业中，各个岗位的员工都扮演着重要的角色，他们各自负责不同的任务，以确保顾客获得愉快的入住体验。
《酒店服务英语》—06 Housekeeping Service客房服务
to school. 步行去学校花了我二十分钟的时间。
• Clerk: It’s my pleasure.8
5. I’m not really sure. 我不太确定。
6. You would know how long it takes to drive there from the hotel, wouldn’t you? 你知道从 酒店开车到那里要多长时间，不是吗？
A. Wake-up call service. B. Business service.
C. Bell service.
D. Reservation service.
(2) In Dialogue 1, which room is the guest in?
A. Room 2307.
B. Room 1909.
Module 2 Housekeeping Service 客房服务
• John: That means that I’ll have to be on the road by 6 o’clock.10 • Mary: That’s right. • John: In that case, I would like you to call me at 5:00. • Mary: OK, so we will wake you up at 5:00 tomorrow morning.11 • John: Thanks. • Mary: You are welcome.
mean v. 意思是；意味着 mean to do sth. 打算做某事 mean doing sth. 意味着……
10. That means that I’ll have to be on the road by 6 o’clock. 意思是说我明天早晨6点前就要出发。
《饭店服务育管理》会考练习卷项目三 住客房
《饭店服务育管理》会考练习卷项目三住客房姓名考号得分一、填空题：（15分；1分/题）1、客房产品是饭店经营的主要产品，是客房部最重要的功能。
2、饭店经济收入主要来源于三个部分，即、、综合服务设施收入。
3、客房收入一般占总收入左右。
4、是饭店服务质量的重要标志。
5、客房按房间的数量可分为和两种。
6、带有卫生间的双人间，称为。
7、高级行政房主要的服务对象是：、。
8、标准间通常可划分为：睡眠空间、盥洗空间、、书写和梳妆空间、五部分。
9、是客房部的主要任务之一。
10、主管抽查的作用是：一方面；另一方面是对领班工作的一种监督和考察。
11、客房清洁卫生标准，一般包括两个方面：一是、二是。
12、计划卫生的意义：一是；二是。
13、饭店的公共区域分为和两个区域。
14、对客服务一般可分为：迎客准备工作、、和宾客离店时的服务工作四个环节。
15、对客服务的两种模式：一是客房服务中心模式；二是。
二、单项选择题：（15分；0.5/题）（）１、客房收入一般占总收入的左右。
A３０％B４５％C５０％D６０％（）２、负责洗送住客衣物，洗涤工作服和其他工作棉织品。
A洗衣房B布件房C布草房D制服与棉织品房（）３、是饭店中最小的客房。
A单人间B双人间C大床间D三人间（）４、单人间适合住用。
A旅游团体宾客B会议团体宾客C新婚夫妇D从事商务旅游的单身宾客（）５、，这类客房在饭店中占绝大多数。
A单人间B大床间C双人间D三人间（）６、一般适合有经济实力的富商大贾和知名人士居住。
A标准套间 B 高级套间C总统套间（）７、，一般适合夫妻居住。
也可供单身旅客租用。
A单人间B大床间C双人间D三人间（）８、是客房最基本的空间。
A睡眠空间B贮存空间C起居空间D盥洗空间（）９、一般住客房每天清扫整理次。
A１B２C３（）１０、主管抽查房间的数量一般不得少于其所管客房的。
A１０％B２０％C３０％D５０％（）１１、夜床服务通常在晚上以后开始，也可在宾客到餐厅用晚餐时进行，或按服务台的要求进行。
饭店服务基础英语(08)
English Training ManualBASIC ENGLISHBasic English for Hotel Service称谓：1、直接称谓：Mr.XXX, Mrs.XXX, Ms.XXX, Miss.XXX,Sir, Madam, Gentlemen, Lady, young gentleman.问好：2、Good morning, sir/madam早上好！先生/夫人。
3、Good afternoon, sir/madam下午好！先生/夫人。
4、Good evening, sir/madam晚上好！先生/夫人。
5、Hello!您好！6、How do you do?您好！7、How are you, sir/madam?先生/夫人，好吗？欢迎：8、Welcome to the TianFu Sunshine Hotel.欢迎光临天府阳光酒店。
9、Nice to meet you.很高兴见到您。
(第一次见面)10、We’re glad to see you again.我们很高兴能再见到您。
询问/征询：11、May I have your name, please?请问您叫什么名字？12、Your initials, please?请问您的名字首写字母？13、May I have your first name?请问您贵姓？14、Could you spell your name please?请拼一下您的名字好吗？15、May I have your room number?请您告诉我您的房间号，好吗？16、May I have your signature, sir?……here please.先生，请签名好吗？17、May I ask who is next?请问下一位是哪位？18、May I be of service, madam?请问这位夫人，我能为您做些什么？19、May I recommend our……, sir?先生，我能为您推荐我们……20、May I help you with……madam?夫人，我能帮您做……21、May I come in?我可以进来吗？22、Would you like me to book a ……for you?需要我为您预订…23、Is there anything else I can do for you, madam?这儿需要我帮忙吗？24、What’s the trouble, sir?您怎么啦，先生？祝愿/祝福：25、Have a pleasant stay at our hotel, sir.先生，愿您在我们酒店住得愉快。
临安市职工业余学校《客房服务》试卷
临安市职工业余学校《客房服务》初级理论知识试卷出卷人：蒋小军核查人：徐佳丽姓名：身份证号：得分：一、填空题：（1*50=50）1、客房对客服务主要围绕客人、、三个环节来确定服务项目和马规程。
2、饭店服务产品人仅要强调结果，而且更强调产生结果的。
3、常规服务要做到、、和。
4、任何服务人员进门都必须遵循、，方可进去的规范和要求。
5、常规服务一般分为、、和。
6、饭店服务产品的和是同时进行的，所以服务质量也就包括了。
7、因急事需要离开面对的客人，一律讲“”，回来继续为客人服务时，要说“”，不得。
8、有些饭店实行的“三到”服务是指到、到、到。
9、饭店必备的三种茶是、、。
10、客房服务中心通常设一名，负责一般的日常事务，向或与直接联系。
11、礼貌待客表现在外表上，就是客房服务员要讲究仪表容，注意发型服饰的端庄、大方、整洁、挂牌服务，给客人一种的形象；在语言上，要文明、清晰，讲究语言艺术，注意语气、语调，提倡。
12、旅游疗养型客人住房要求特殊，一要，二要，三要，四要。
13、饭店的服务质量是指。
因此，饭店服务质量的优劣，最终取决于。
14、在对客服务质量中最容易引起客人的投诉的就是服务人员的。
15、随时做好服务的准备包括两个方面的内容：一是，二是。
16、饭店往往要将VIP客人划分为不同的级别，一是强调；二是强调。
17、楼层服务台受的直接领导，同时在业务上受的指挥。
18、服务人员常用的语言就是语言和语言。
19、讲究语言艺术一是要，二是要，三是要。
二、名词解释（2*6=12）应变能力：投诉：激励：服务：交叉培训：超常服务：三、简答题：1、常见的华侨旅游型客人的四种类型是什么？（4分）2、客人突然得急病的基本处理程序是什么？（4分）3、VIP客人的接待原则是什么？（5分）4、客人投诉的意义表现在什么方面？（5分）5、员工培训的种类有哪些？（5分）6、客人产生投诉的原因是什么？（5分）7、客房部员工的评估方法有哪些？（5分）8、客房部在预测工作量时应注意哪几个方面？（5分）。
《客房服务与管理》试题库
《客房服务与管理》试题库第一章一、选择题1．客房部＿＿＿＿＿主要负责客房服务员与客人之间的联络协调事宜。
Ａ．客房服务中心Ｂ．饭店公共区域Ｃ．经理室Ｄ．客房楼层2．＿＿＿＿＿是饭店的基层管理人员,应是本部门的业务标兵。
A．楼层主管Ｂ．部门总监C．楼层经理Ｄ．优秀服务员3．下列哪些属于客房部业务范围＿＿＿＿＿。
A．客房服务B．公共区域的清洁保养C．客房设施设备的维修D．布件洗涤、员工制服及客衣的洗涤4．对于设立客房管理组织机构必须遵循的原则，下列表示中错误的是＿＿＿＿＿。
A．层次分明、幅度合理B．效率最大化C．因人设岗D．机构扁平化、小型化5．饭店提供服务质量的好坏取决于＿＿＿＿＿。
A．饭店的服务程序Ｂ．客人对饭店的了解程度C．顾客们各自的需要和自身的特点Ｄ．饭店是否实行标准化管理二、填空题1．＿＿＿＿＿负责酒店员工制服以及餐厅、客房所有布件收发、分类和保管.2．＿＿＿＿＿与前厅部是在酒店所有部门中联系最多，关系最密切的两个部门，二者是生产与销售的关系。
3．＿＿＿＿＿是酒店所经营的产品中最主要产品之一，其收入在营业总收入中所占比例大都超过60%。
三、判断题1．酒店在设置客房部组织机构时，只需考虑酒店的档次与规模.( ）2．语言能力是服务员与顾客建立良好关系、留下深刻印象的重要工具和途径。
( )3．客房部与前厅部各尽其责，工作分工与内容不同,不需要进行交叉培训。
（）4．组织机构设置的科学化、合理化以及效率最大化是保证部门整体协调和高效运作的关键。
（)第二章一、选择题1．商务客房是现代酒店最主要房型之一，下列不属于商务套房特点的是＿＿＿＿＿。
A．配备一张双人床B．设有一间办公室C．配备大量办公用品D．客房设计浪漫2．单间内放一张双人床的客房类型被称为＿＿＿＿＿。
A．单人间B．大床间C．双人间D．三人间3．对于夫妻客人,酒店一般可推荐其入住＿＿＿＿＿。
Ａ．标准客房Ｂ．大床客房Ｃ．商务客房Ｄ．单人客房4．下列不属于客房卫生间内“五巾”摆放时应注意问题的是＿＿＿＿＿.Ａ．对称摆放Ｂ．注意店标图案的完整Ｃ．按规定位置摆放Ｄ．散口朝外二、填空题1．Queen-size Bed的长度和宽度分别是＿＿＿＿＿和＿＿＿＿＿。
《饭店服务英语》 B 级(前厅)试卷(二)
《饭店服务英语》 B 级（前厅）试卷（二）一、选择题：以下各题的选项中，只有一项是正确的，请将正确答案前的英文字母分别在信息卡相应栏目内涂黑。
评分以信息卡为准。
（每题1 分，共20 分）1. Oh, sorry. Let a check again.A. I haveB. me to haveC. me havingD. me have2. A : I wonder why you’ve got such a bad TV set in your hotel. It doesn’t work at all.B : .A. I ' m afraid you’ve misunderstood what I saidB. You can find a new one, can’t you ?C. Can you come again this afternoon ?D. I’m sorry for that. I’ll change it right away.3. He asked me the manager would show him around the hotel.A. ifB. thatC. whoD. where4. Come on, we supper in a minute.A. should be havingB. shall be havingC. will be hadD. would have5. The bellman should carry the baggage the client.A. toB. throughC. forD. in6. I’ d like to have a trip Guangzhou but I can’t afford to buy a plane ticket it.A. to …… forB. for …… toC ．for …… forD. to …… to7. I wonder it is possible for me to extend my stay for a few days.A. ifB. howC. WhatD. that8. I’11 speak the person and ask him what he can do.A. ofB. onC. toD. for9. Please hold on a moment and I’ 11 see if 1 can you .A. put, throughB. pull, upC. fill, inD. check, up10. You can find the room the and the corridor.A. at …… ofB. at …… atC. in …… ofD. of …… a t11. The beautiful scenery along the Bund is alive activity.A. toB. forC. onD. with12. I am sorry，Mr. Bellow. There a mistake．All double rooms are booked up now.A. isB. has beenC. will beD. can’t be13. The guest asked me for on the foreign exchange rate.A. informationB. informationsC. an informationD. some informations14. Could I later than my original booking ?A. cheek inB. check outC. come backD. get up15. A : I really enjoyed Chinese food.B : so .A. IB. I didC. had ID. did I16. A : Do you like to play billiard ?B : Very much, but I haven ' t played . .A. since a yearB. for a yearC. during a yearD. by a year17. My watch was missing and you promised me to it.A. look onB. look forC. look inD. look up18. I’ ll wait ten minutes for you you are late.A. in caseB. in orderC. in faceD. in charge19. I’ m so glad we each other again after all these years.A. got in touch withB. pulled upC. checked upD. filled in20. a nice souvenir Mr. Bellow has bought !A. HowB. WhichC. WhatD. It is二、辨识正误：请辨清正误，并在信息卡相应栏目内涂黑：题目正确的在A 的栏目内涂黑：题目错误的在B 的栏目内涂黑。
饭店服务英语(第二版)
Unit 1Lesson 1Look and Learn1.Standard room2.Single room3.Presidential suite4.Triple room5.Rollaway bed6.Honeymoon suiteDialogueA.1.The reduction of household expenses is necessary.2.Many travelers enjoy walking on the bund at night.3.Today, my brother e-mails his pictures to me.4.Life is a single journey. We are on the road.B.1. Jason is in New York now.2. The room costs 4,250 yuan per night and Mr. Mraz will stay a week.3. There is no discount for children because it is the peak season now. ReadingA.1. reputation2. economy3. vacation4. commercial5. hubB.1. No2. Yes.3. Yes.Lesson 2Look and Learn1.Tariff2.Key card3.Travel agencyDialogueA.1. If you bear with me a little longer, I will answer your question.2. His duty is to fill out the operation records every day.3. This group consists of 10 members.4. A 10 % service charge is added.B.1. No.2. Yes.3. No.4. Yes.ReadingA.1. avoid2. destination3. accommodation4. siteB.1. 床铺外滩2. 考虑体贴3. 青年旅社饭店4. 保证确信Lesson3Look and Learn1.Payment2.V oucher3.Credit cardDialogueA．1．The jar contains 10 glasses of water.2. Would you mind switching the television to channel 8?3. Tickets are available free of charge from the school.4. I wonder if you can help me.B.1. Single rooms left on the second floor and sixth floor. Jenny preferred the room on the second floor.2. Jenny guaranteed the reservation because it is the busiest season now.3. The expiration date of Jenny’s credit card is October, 2015ReadingA.1. 保证使。
饭店英语
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《饭店服务英语》B 级（客房）试卷（一）一、选择题：以下各题的选项中，只有一项是正确的，请将正确答案前的英文字母分别在信息卡相应栏目内涂黑。
评分以信息卡为准。
（每题1 分，共20 分）1. Would you please tell us __________ ?A. what is your room numberB. what your room number isC. your room number is whatD. what your room number2. The hotel is __________ to make the guests stay comfortable and pleasing.A. requestB. requiredC. regardedD. remarking3. There is __________ noise than before.A. lessB. leastC. fewerD. little4 , He is said __________ de-spotting.A. to have wide experience inB. to look afterC. to make way forD. to be used to5. __________ to clean the room now.A. I’m possibleB. It’s possible for meC. What is possibleD. That is possible for me6. The suite faces __________.A. SouthB. SouthernC. at the SouthD , the southern7. Y ou look very pale today. Shalll __________ a doctor ?A. ask afterB. send forC. take overD. get into8. Do you have any clothes __________ ?A. to be cleanedB. cleanC. cleaningD. to be cleaning9. He was so efficient that he fulfilled the task __________ time.A. aboveB. ahead ofC. beforeD. in advance10. When a guest greets a chambermaid “Hi” in the morning , she may answer “_________”A. Hi !B. Hello !C , How about you ?D. Good morning.1 1. After a day’s work , people feel like __________ a bath.A. to takeB , takeC. takingD. and take12. 1 am anxious to __________ my TV set fixed in order to watch the basketball matches.A. madeB. doC. get inD. have13. 1 think a chambermaid ought to __________ extra service for the guests.A. sendB. doC. giveD. make14. Has she become used __________ overnight ?A. workB. to workC. to workingD. to be working15. Please wait for us for __________.A. a short whileB. Short timeC. momentD. not a while16. A : Why don’t you join us ? It is a pity.B : What did you say ? 1 didn’t hear you clearly.A：_________A. I asked you to join usB. I said that why were you not to join usC. I asked you why you not to join usD. I said to you not to join us17. The room service means the service of __________.A. turn-downB. cleaning the roomC. the room centerD. sending meals to the guest rooml8. The American lady said to the room attendant __________ tears , “Thank you very much.”A. inB. withC. atD. almost19. This isn’t a very nice suite , __________ ?A. is itB. isn’t itC. does itD. aren’t20. The best way for a floor attendant to find out the guest’s name is__________．A. to look at the luggage tagsB. to ask the guest his or her nameC. to check the arrival listD. all of the above二、辨识正误：请辨清正误，并在信息卡相应栏目内涂黑：题目正确的在A的栏目内涂黑：题目错误的在B 的栏目内涂黑。
评分以信息卡为准。
（每题2 分，共20 分）21. The twin-bed room with bath ( TWB ) is taken as the standard guest room in the hotel industry of China.22. The linen room attendant collects the guests’ laundry every day.23. When the chambermaid finds a guest fainting away she should offer first aid ,24. A morning call by phone is usually done by the room attendant.25. In the Housekeeping Department, the supervisor works under the housekeeper.26. The linen room attendants clean the guests, rooms every day.27. The check-out room is always cleaned first.28. In laundry service , the express service is more expensive than the same day.29. An extra bed is served to the guest free of charge.30. A reat liking for people is based on selfishness.三、完形填空：在以下对话或短文的空格处选择合适的词，每格一词，请将正确答案前的英文字母分别在信息卡相应栏目内涂黑。
评分以信息卡为准。
（每格1 分，共30 分）1. There 31 advantages and disadvantages to 32 Asian and western educational method. For 33 ，one advantage 34 the education in Japan is 35 students there learn much more math and science 36 American students. They also study more hours each day 37 Americans 38. The study is difficult, but it 39 students for a society that values discipline（纪律）and self-control ．There is , however , a disadvantage. Memorization is 40 important learning method in Japanese schools，41 many students say that after an exam, they forget much of the information that they have memorized. The advantage to the education in North America，42 the other hand is that students learn to think by themselves. The system prepares them for a society that values 43ideas , There is , however , a disadvantage. When students graduate from high school , they haven ' t memorized 44 many basic rules and facts as students in other countries 45.31. A. are B. is C. has been D. have been32. A. not only B. all C. both D. only33. A. exam B. apple C. example D. examination34. A. for B. to C. in D. as35. A. this B. that C. these D. those36. A. to B. for C. than D. in37. A. then B. that C. them D. than38. A. have B. studying C. does D. do39. A. provides B. gets C. prepares D. does40. A. a B. an C. the D. this41. A. and B. yet C. not D. just42. A. at B. to C. on D. under43. A. good B. poor C. new D. old44. A. more B. less C. good D. as45. A. have B. do C. haven’t D. does2. Hugh Large is one of the most successful people in the holiday 46 today. As Marketing Director of a company , he is 47 charge of planning the company' s products , the holidays which thousands of people 48 every year. Among his responsibilities is market research，49 sure both that there is a market for new products and that all the company’s products 50 marketed efficiently. His marketing role 51 advertising , using 52 TV and newspaper , and public 53 he has to explain the company’s 54 and activities 55 the public 一and 56 its problems. He is one of four main 57 58 decide the budget each year , which covers the 59 of advertising , and of producing the brochures that 60 the holidays , as well as the cost of the holidays themselves.46. A. industrious B. inch C. industries D. industry47. A. in B. for C. at D. on48 , A. enjoy B. go C. come D. attend49. A. being B. thinking C. having D. making50. A. is B.are C. be D. have5l. A. means B. brings C. includes D. leads52. A. either B.both C. neither D. all53. A. relations B. links C. affairs D. cases54. A. policies B. policy C. police D. please55. A. on B. into C. to D. onto56. A. sometime B. some times C. sometimes D. some time57. A. direct B. directors C. director D. direction58. A. whom B. who C. which D. what59. A. money B. cost C. cash D. bill60. A. discuss B. explain C. point D. describe四、英译中，将下列英语句子译成中文，译文直接写在英文句子下方空白处。