1、12016 全国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：Howdoyourespondifaguestwantsto2buysomethingnicetotakebacktohislittle3girl?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 for a guest, but he
2、 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 clean up his room now
3、, 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 that the electrica
4、l 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-return” service in th
5、e Laundry Department, where he can have his laundry kept until he returns. 6. 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 convenient for him.7
6、. 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 with him, and hel
7、p 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 do?A： I will apol
8、ogize 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.411. 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
9、 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. What will you do to
10、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.13. Q：What will you do if the guest wants to surf the internet in the hotel？A：I will tell the guest that the hotel offers free
11、 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 and the view the gu
12、est may get from the room.15.Q：Whenaguestcallstoa5skifyoucansendsomeonetotakeherlaundry, w6hatwillyousay? 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 the slippers. What will you say?A:
13、 “Let me get the slippers for you, they are here in the wardrobe.”17. Q：Iftheguestsaysh7ewouldliketosleeplatethenextmorning, what8willyousuggest?A：Please press the “Do Not Disturb” (DND) button before you go to bed, and you wont be disturbed the next morning.18.Q：Aguestwondersiftheo9utdoorswimmingpo
14、olofthehotelisarightpl10acetocooloffandrelax.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 after the baby for her, what will you say?A: Im sorry, madam. I
15、 cant do that. Its against our hotels regulation. But we have a very good baby-sitting service. The sitters are well-educated and reliable. 20.Q：What do you need to check when you collect the guests laundry? A： I will check how many pieces of laundry there are and see if the guest has filled out the laundry list. 21.Q：Whatwil
