1、12017 贵州省职业院校技能大赛中职组酒店服务赛项客房中式铺床项目英语口试题库情景应答及答题要点：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：You come to make up room fo
2、r a guest, but he tells you that he prefers it later because he is busy doing some paper work , what will you say? A：I will say: Thats all right. I will come back later. What time would it be convenient for you, sir? 3. Q：You are making up rooms when a guest comes and asks you to reschedule and clea
3、n up his room now, since he is having a visitor in an hour. What will you say?A： I will say: We usually do the check-out rooms first, but we can make up rooms earlier on request. 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 t
4、hat the electrical voltage in China is 220 volts. And I will send her a transformer or a hairdryer for 220 volts.5. Q：If the guest says that he will leave and come back 2 days later, and he is not able to take the laundry the next day. What will you say?A：I will tell him: they provide “hold-for-retu
5、rn” service in the Laundry Department, where he can have his laundry kept until he returns. 26. Q：You are going to do turn-down service for the guest, but he is working, what will you do? A：I will ask the guest if hed like me to do the turn-down service now. If not, I will ask him when it will be co
6、nvenient for him.7. 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.8. 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: I will go and have a check
7、 with him, and help to have his key changed if necessary.9. Q：What do you ask so as to see whether the guest needs some more help?A：Good afternoon. Is everything all right? Is there anything else I can do for you? 10.Q：If the guest complains that there is hair all over in the bathroom, what will you
8、 do?A： I will apologize first, and then I will tell the guest well have a room attendant take care of this immediately, as hygiene and tidiness is our top priority.11. 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：
9、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.12. Q：A guest tells you that he is attending an important conference, and wants to have his suit dry-cleaned as soon as possible. Wha
10、t will you do to help?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.313. Q：What will you do if the guest wants to surf the internet in the hotel？A：I will tell the guest that the
11、 hotel offers free internet service in the room. Besides, guest is always welcome to the Business Centre or the Internet Caf of the hotel.14. 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 a
12、nd the view the guest may get from the room.15.Q：When a guest calls to ask if you 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?15. Q: You show the guest to his room, and he asks where he can get t
13、he slippers. What will you say?A: “Let me get the slippers for you, they are here in the wardrobe.”17. 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 mor
14、ning.18.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.19. Q: If the guest asks you to look
15、after the baby for her, what will you say?A: Im sorry, madam. I cant do that. Its against our hotels regulation. But we have a very good baby-sitting service. The sitters are well-educated and reliable. 420.Q：What do you need to check when you collect the guests laundry? A： I will check how many pie
16、ces of laundry there are and see if the guest has filled out the laundry list. 21.Q：What will the attendant say to help if a guest asks to have a stain on his clothes removed?A：Sure. We will try our best to remove the stain but we cannot guarantee the result.22.Q：What will you say when the guest has
17、 finished checking-in at the Front Desk?A：Here is your room key and the bellboy will show you up to your room. Hope youll enjoy your stay in our hotel.23.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 check
18、it with the department concerned. 24.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: Im terribly sorry. I will inform the Food and Beverage Department; theyll see to the matter and have another steak prepared to your appetite.2
19、5.Q：What will you say if there is no room available for the guest who is calling to make a reservation?A：Im sorry, but we are fully booked. Shall I put you on the waiting list? We will contact you if there is a cancellation.26. Q: If the guest says some of the lights in the room are flashing, what w
20、ill you do?A: Im sorry. I will inform the Maintenance Department to deal with it right away, and 5they will make sure to change some new lights for you as soon as possible.27.Q：What do you say to the outside phone caller when youve got no response after putting him through to one of the guests room?
21、 A：Im afraid he is not in the room at the moment. Would you call back later?28.Q：What will you say when you notice a guest is not feeling well? A：Are you all right / Whats the matter, Mr. Simpson? You look pale. Shall I send for a doctor?29. Q: What will you say if the guest calls to borrow a patch
22、board?A: May I have your room number? I will send an attendant up with a patch board to you right away.30. Q: How do you respond to an unexpected request from the guest?A: Im not sure, but well see what we can do for you. / I cant guarantee, but lets see what we can do.31. Q：Tell the guest how to us
23、e the “Make up Room” sign.A：If you want the housemaid to make up your room earlier, just hang the “Make up Room” sign outside on the door.32. Q：Tell the guest how to ask for Room Service by telephone.A：You can dial 515 to ask for Room Service. Room Service is available round the clock.33. Q：Inform t
24、he guests about breakfast service in the hotel.A：The hotel provides buffet service for breakfast, which is available between 6:30am and 10:00 am. 634. 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.35. Q：
25、 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.36. Q：Inform the guests about the free shoe shining service of the hotel.A：The hotel provides
26、 free shoe shining service for the guests. Just put them into the shoe basket if you want to have them polished.37. 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.A：The voltage here is
27、 much higher than that in the USA. Therere two sockets in the bathroom, one is for 110 volts and the other 220 volts. 38. Q：The guest would prefer the turndown service for him after 9:00 pm when youll be off duty. How do you respond?A：Dont worry, sir. I will make sure to let the night staff know, an
28、d hell do the turndown service for you after 9:00 pm.39. Q：Introduce 3-4 types of laundry services the hotel provides to the guests. A：The Laundry Department of our hotel is experienced, and they provide the same-day service, the express service, the next-day service and the express pressing service
29、.40. Q：A guest calls to complain that there are not enough hangers in his room, how do you respond?7A：Dont worry, sir, I will have some more hangers sent to your room right away. May I know your room number?41. Q：Explain to the guest how to use the door knob menu to order and have his breakfast in t
30、he room.A：You may use the door knob menu to order Room Service. Just tick the items youd like for breakfast, write down the time, and hang the door knob menu outside the door before you go to bed tonight42. Q：The guest orders Room Service, and now you are delivering his breakfast to the room. What d
31、o you say after knocking on the door?A：This is Room Service. Ive brought you your breakfast.43. Q： The guest complains that the water tap is leaking, and the noise of it is driving him crazy. How do you respond?A： I will tell the guest that I will report it to the Maintenance Department and have the
32、 tap fixed as soon as possible.44. Q：Phone the guest and tell him that youve found the cell phone he lost the other day.A：This is Lost and Found. We have found your cell phone.45. Q：Apologize to the guest for the delay of his baggage delivery.A：Im sorry for the delay. But the bellman is delivering y
33、our baggage up to your room now.46. Q：A visitor comes to meet Mr. Smith in Room 2501, but he is not in the room now, what do you say to the visitor? .A：Im afraid Mr. Smith is not in the room now. Would you like to leave a message?847. Q：How do you respond if a guest complains that one of the pillows
34、 in his room smells funny? A： Im sorry, sir. I will have a new pillow sent to your room right away.48. Q：What do you say when you want the guest to follow you to his room? .A：Room 1502 is nice and comfortable. Let me show you to your room, sir. This way please.49. Q：How do you check with the guest w
35、hen sending up his luggage? .A：Here we are, Room 1208. Youve got three pieces of luggage in all. Is that right, sir? 50. Q：How do you ask the guest to make sure if there is something identical attached to his luggage? A： Is there a tag or anything identical attached to your luggage, sir?51. Q：The gu
36、est wants to know if he can make a direct dial international call from his room.A：Yes, sir. You can make a direct-dial international call from your room. Please dial 9 first, and then the country code, the area code and finally the telephone number.52. Q：Tell the guest where to leave his laundry. .A
37、： Just leave your laundry in the laundry bag behind the bathroom door. The attendant will come and collect the laundry.53. Q：Tell the guests to contact you when they have requests. .A：If you have any requests, please feel free to let us know, we are always at your service.54. Q：Youre sending back th
38、e laundry to Mr. Dave. Tell him a button on his shirt is 9missing, and youve sewed on a new one for him. .A：Mr. Dave, heres your laundry. By the way, one button was missing from your shirt, and weve sewed on a new one.55. Q：One guest looks worried, show your concern and offer your help. .A：Good afte
39、rnoon, you look worried. What has happened? How can I help you? / Can I be of assistance?56. Q：Apologize for the inconvenience caused to the guest, and assure him it will not happen again. .A：Im sorry for the inconvenience, sir. I assure you this wont happen again.57. Q：The guest tells you that hes
40、just had a shower, and the bathroom is quite a mess. A：Dont worry sir. I will tidy up your bathroom right away.58. Q：How do you respond if the guest asks you whether baby-sitting service is available in the hotel?A：Yes, we do have Baby-Sitting Service in the hotel. You can dial 888 for Baby-Sitting
41、Service. The sitters are competent and experienced. 59. Q： How do you greet the checking-in guests at the Front Desk? A： Good morning. Welcome to the Hotel. Do you have a reservation?60. Q：How do you bid farewell to a checking-out guest? A：Thank you for coming. Hope you enjoyed your stay with us. Go
42、od bye.61. Q：Inform the guests that the hotel provides a hand torch for the guest.10A：Theres a hand torch in the drawer of the bedside table for your convenience.62. Q：What are the items of information a receptionist should ask the guests to enter when filling out the registration form?A：The recepti
43、onist should make sure that such information items as the guests full name, address, nationality, forwarding address, visiting purpose and signature are all entered correctly and legibly.63. Q：How do you ask for guests personal information politely?A：Excuse me. May I have your name, address and your
44、 telephone number?64. Q：Inform the guest that you are able to accept his booking.A： We are glad to tell you that we are able to accept your booking.65. Q：How to ask about the Room Rate for a double room?A：What is the price for a double room? / How much is a double room per night?66. Q：How do you ask
45、 the guest to fill out the registration form while youre busy with the key card?A：Would you please fill out this registration form while I prepare your key card?67. Q： Youve helped the guest check in at the Front Desk. And now tell him to follow the bell boy to his room.A：If you are ready, the bell boy will show you up to your room.68. Q：A guest is making a reservation and he wonders if there is a special rate for group reservation.A：Yes, there is. We offer a 10 per cent discount for a group reservation.
