1、密封线内不要答题 台州广播电视大学2010年秋季学期期末考试饭店服务与管理英语试题2010年12月题 号一二三四五六总 分得 分Part I Choice (10 scores) Directions: Please choose the best answer. 1. 衣柜 （ ）A. wardrobe B. front desk C. furniture D. clothes box 2. 团队精神 （ ） A. team work B. collective spirit C. team spirit D. group spirit 3. 安保部 （ ） A. House departm
2、ent B. Security Department C. Recreational Department D. Marketing department 4. 豪华套房 （ ） A. deluxe suite B. expensive room C. high price room D. expensive set 5. 酒吧女服务员 （ ） A. receptionist B. Bar tender C. Bar waiter D. Barmaid 6. 登记入住 （ ） A. live in B. check out C. check in D. stay in 7. 出纳员 （ ） A
3、. Accountant B. Cashier C. Payroll Clerk D. Chief Accountant 8. 台球房 （ ） A. health center B. billiard room C. tennis room D. massage parlor 9. 外线电话 （ ）A. outcall B. outside call C. call out D. out phone 10. 额外费用 （ ） A. surcharge B. outside cost C. extra fee D. extra money Part II Please decide whethe
4、r the following statements are true or false. (10 scores)11. Whenever a guest needs something extra, the room attendant should promise to offer it（ ） 12. When cleaning the guestroom, a chambermaid can answer phone calls and take messages for the guest. （ ） 13. In laundry service, the hotel should re
5、mind guests to remove all personal belongings from the articles before sending. （ ） 14. Most foreign tourists will buy souvenirs of their China tour for their families and friends. （ ） 15. A reservationist is a person who accepts guests reservation. （ ） 16. The operational department is more importa
6、nt than the supporting department in the hotel business. （ ） 17. For the word “支票”, the Americans say “bill” while the British say “check”. （ ） 18. When a supervisor has new untrained employees, he often has to use autocratic leadership style. （ ） 19. Chopsticks are used in many Asian countries, so
7、they are not invented by Chinese. （ ） 20. Tea, wine and coffee have no relations with the traditional Chinese culture.（ ） Part III Close (10 Scores) Robert stopped _21_ a moment outside a restaurant, and then went in. Sitting _22_ a table by the window, he nodded to a waiter, _23_ immediately came u
8、p _24_his order. Very soon Robert had finished his wonderful meal and it was time _25_ the bill. Robert searched all his pockets, but his wallet was not there. “Im sorry,” said the young man. “but I seem _26_ my wallet at home. Could I go home and take the money?” “What?” said the waiter. “ If you _
9、27_, youll have to work.” He seized Robert _ 28_ arm and pulled him into the kitchen. Then he pointed at a pile of dishes and said, “ _29_ _ these done first, Ill consider 30_ you go home.”21. A. at B. for C. on D. by （ ） 22. A. at B. by C. near D. on （ ） 23. A. that B. whom C. who D. which （ ）24. A
10、. taking B. taken C. to take D. took （ ）25. A. to pay for B. to pay C. for paying for D. to pay to （ ）26. A. to lose B. to leave C. to have lost D. to have left（ ）27. A. can pay B. cant pay C. will pay D. didnt pay （ ）28. A. his B. by his C. by D. by the （ ）29. A. Make B. Want C. Find D. Get （ ）30.
11、A. to let B. letting C. let D. to have （ ）Part IV Dialogue ( 10 scores) （1） （A Room attendant BGuest）31. A: Good evening, maam. What can I do for you? （ ）32. B: Yes. The light in this room is too dim（暗）. .（ ）A: Certainly, sir. Ill be back right away. Do you mind if I move your things?B: Oh, no. Go a
12、head. 33. A: Thank you. （ ）B: Its much better now. Thank you. A: Youre welcome. And if you need any other things, please let us know. 34. B: Ah, yes, I feel rather cold when I sleep. Can you turn off the air-conditioning? （ ） A: (Checks) The air-conditioning is already off, maam. B: Maybe Im getting
13、 a cold. A: Would you like an extra blanket?35. B: OK. I think I need to take some medicine. （ ）A: Certainly, maam. Ill be right backhere is a blanket, and hot water for you. Anything else?B: No, thanks. A: Good night, maam. A. How is the light now? B. the room is too cold for me.C. Did you ring for
14、 service?D. Please get me a brighter one.E. And would you please get me some hot water, too? ( 2 ) (Arooms service; BGuest) A: Good morning, Room service, can I help you? B: Hello, am I too late to order breakfast?36. A: （ ）B: Good, then Ill order breakfast until 10:00am.37. A: （ ）B: Lemonade, pleas
15、e.A: And you can have either croissants or toast.B: Croissants for me, please. And my husband will have toast. 38. A: （ ）B: One for each.39. A: （ ）B: Both, please, and some tomatoes.A: Any cereals, madam?B: No, thank you.A: Would you like tea or coffee?B: Well both have coffee.40. A: （ ）B: Thats it.
16、 Thank you.A: Whats your room number, madam?B: Oh, 328.A: 328. Thank you, madam.A. Yes, madam. One egg or two?B. And would you like sausages or bacon?C. Right, egg, bacon, sausage, tomato and coffee for two. And one toast and croissants.D. Oh, no. We serve breakfast until 10:00.E. Yes, madam. Would
17、you like orange juice or lemonade?Part V Reading Comprehension (20 scores) Directions: Please go over each passage and answer the questions followed. Passage 1Very few people were coming to eat at the White Rose Restaurant, and its owner did not know what to do. The food in his restaurant was cheap
18、and good, but nobody seemed to want to eat there. The owner did something that changed all the situation. In a few weeks his restaurant was full of men with their lady friends. When a gentleman came in with a lady, a smiling waiter gave each of them a beautiful menu. The menus looked exactly the sam
19、e on the outside, but there was an important difference inside. The menu that the waiter gave to the men gave the correct price for each dish and each bottle of wine, while the menu they gave to the lady gave a much higher price! So when the man calmly ordered dish after dish and wine after wine, th
20、e lady thought he was much more generous than he really was!41. At first _ were coming to the White Rose Restaurant. （ ） A. Many people B. few people C. Some people D. No people42. The food in the restaurant was _. （ ）A. bad and cheap B. expensive and good C. cheap and good D. expensive and not good
21、43. The restaurant was full of men with their lady friends in _. .（ ）A. a few days B. a few weeks C. several months D. half a year44. When a gentleman came in with a lady, a waiter gave them _. （ ） A. different menus B. the same menus C. a cup of water D. one menu 45. The prices on the ladys menu ar
22、e _ the prices on the man menu.（ ）A. the same with B. better thanC. lower than D. higher thanPassage 2As we know, it is very important that a hotel pays attention to the training of its staff, as there exist many weak parts in its various departments. Staff training must have a purpose, which is def
23、ined when a hotel considers its training needs, which are in turn based on job descriptions and job specifications. A job description should give details of the performance that is required for a particular job, and job specification should give information about the behavior, knowledge and skills t
24、hat are expected of an employee who works in it. When all of this has been collected, it is possible to make a training specification. This specifies what the training department must teach for the successful performance of the job, and also the best methods to use in the training period. There are
25、many different training methods, and there are advantages and disadvantages of all of them. Successful training programs depend on an understanding of the difference between learning about skills and training in using them. It is frequently said that learning about skills takes place “off the job” i
26、n the classroom, but training in using these skills takes place “on the job”, by means of such activities as practice in the workshop. It is always difficult to evaluate the costs and savings of a training program. The success of such a program depends not only on the methods used but also on the qu
27、ality of the staff who do the training. A hotel can often check on savings in time and cost by examining the work performed by the staff who have completed a training program. The evaluation of management training is much more complex than that. 46. To be successful in our training program, we must
28、understand the difference between _. A. a job description and a job specification B. what is taught and how it is taught C. learning about skills and training in using them D. the saving in time and the saving in cost 47. The success of a training program depends on _. A. the places where the traini
29、ng takes place B. the correct evaluation of the costs and savings of the program C. the performance of the workers and technicians receiving training D. the training methods and the quality of the training staff 48. What does a training specification specify? A. The performance required for a certai
30、n job. B. The behavior, knowledge, and skills expected of an employee. C. The training contents and methods used. D. The costs and savings of the program. 49. According to the passage, which of the following is true? A. All staff members need training now and then. B. Training in using skills and le
31、arning about skills usually happen at the same time. C. It is easier to evaluate the training of staff than to evaluate management training. D.A training specification is only based on the information collected from a job description. 50. Which of the following would be the best title of this passag
32、e? A. Staff Training B. Management Training C. A Successful Training D. Value of Staff TrainingPart VI Structure and vocabulary (10 scores) Directions: Please choose the proper forms of the words to fill in the blanks. service cooperative cash fulfill guaranteerelax ought to apologize tradition conv
33、enience51We must try our best to the guests requests.52Guests of all ages go to the Recreation Center to do exercises to themselves or to enjoy night life.53Chopsticks tell of Chinese in their own way.54I do for giving you the wrong dish. 55All the hotel staff must be with each other and loyal to th
34、e management.56I am afraid that we only can the table before 11:40 in the noon.57Would you like to pay in or by credit card?58Use power to punish employees for their bad .59Shops have been much to the and pleasure of guests.60All the hotel staff learn something about foreign customs.Part VII Writing( 10 score)A sweater was lost at Yaoda Hotel. Please write a notice of Found 饭店服务与旅游英语试题 第5页（共6页） 饭店服务与旅游英语试题 第6页（共6页）
