下载文档原格式
2020全国职业院校技能大赛中职组酒店服务赛项英语口试题库二、客房中式铺床部分情景应答及答题要点：1. Q: When the guest wants to book a standard room in your hotel, but you don’t knowwhether you have a room or not, what should you say as a reservation assistant?当客人想在你的酒店预订一个标准间，但你不知道无论您是否有房间，作为预订助理，您应该说些什么？A: Sir, please wait a minute, I’ll check if we have a room available for you.先生，请稍等，我查一下是否有空房间给您。
2. Q: You come to make up room for a guest, but he tells you that he prefers it later because he is busy doing some paper work, what will you say? 你来为一位客人整理房间，但他告诉你他更喜欢待会，因为他正忙着做一些文书工作，你会怎么说？A：I will say: That’s all right. I will come back later. What time would it be convenient for you, sir?我会说：没关系。
我晚点再来。
先生，您什么时候方便？3. Q: What will you do if the guest says that she wants to use her hairdryer, but it’s 110volts? 如果客人说她想用吹风机，但吹风机是110伏的，你会怎么做？A: I will tell the guest that the electrical voltage in China is 220 volts. And I will send her a transformer or a hairdryer for 220 volts.我会告诉客人中国的电压是220伏。
2016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专业知识口试题库一、客观题（一）填空题1.根据客人的活动规律，饭店客房可分为五大功能区，即：睡眠休息区、起居活动区、书写整理区、贮物区和洗漱区。
2.以标准间为例，客房配备的设备有：家具、电器、卫生设备、安全设备四大类。
3.客房室内环境设计的基本原则是安全、健康和舒适。
4.客房的清洁卫生质量生化标准规定：茶水具毎平方厘米的细菌总数不得超过 5 个 ,脸盆、浴缸、拖鞋毎平方厘米的细菌总数不得超过500个。
5.客房室内照明设计的基本原则是：舒适性、艺术性、安全性。
6.客房房态缩略语OCC指住客房。
7.客房房态缩略语S/O指宾客外宿房。
8.客房房态缩略语DND表示请勿打扰房。
9.客房房态缩略语MUR指请即清扫房。
10.客房房态缩略语OOO指的是待修房（维修房、故障房）。
11.客房房态术语hotel use指的是饭店临时自用房。
12.客房部员工在接待服务中要做到一视同仁，六个一样：高、低一样；内、外一样；华、洋一样；东、西一样；黑、白一样；新、老一样。
13.例行的客房大清扫工作，一般应在客人不在客房时进行，以不打扰客人为准。
14.客房部一般下设六个分支机构：经理办公室、楼层、公共区域、客房服务中心、布件房和洗衣房。
15.客房商品生产的基本目标是：搞好清洁卫生、更换添补客房用品、维护保养。
16.夏天客房适宜温度为22摄氏度—24摄氏度，相对湿度为50%；冬天客房适宜温度为 20摄氏度—22摄氏度，相对湿度为40%。
17.为了使床垫各处受力相同，避免床垫有局部凹陷和磨损，延长使用寿命，应定期翻转调换床垫，一般每季度翻转一次。
18.员工的在职培训有日常培训、专题培训、交叉培训、下岗培训、脱产进修。
19.挂有“请勿打扰”牌的客房，一般在 14:00 前不要敲该房的门，但应记下房号及挂牌时间。
20.领取和补充小酒吧的酒水和食品时，要检查酒水的质量和保质期。
2017年自治区暨全国职业院校技能大赛中职组酒店服务赛项中餐宴会摆台专业知识口试题库一、客观题（一）填空题1.绿色旅游饭店是指以可持续发展为理念，坚持清洁生产、倡导绿色消费，保护生态环境和合理使用资源的饭店。
2. 全国旅游星级饭店评定委员会是负责全国星评工作的最高机构。
3.饭店星级评定遵循企业自愿申报的原则。
4．《旅游饭店星级的划分与评定释义》中规定，五星级饭店规定设施设备检查最低得分线为 420分。
5.饭店星评员分为：国家级星评员、地方级星评员（含省级和地市级）和星级饭店内审员。
6.服务环境质量就是指餐饮设施的服务气氛给客人带来感觉上的享受和心理上的满足。
通常对服务环境质量的要求是整洁、美观、有序和安全。
7．根据《旅游饭店星级的划分与评定释义》的要求，员工服务过程中表情自然、亲切、热情适度，提倡微笑服务。
8．中餐宴会台形布局的原则是中心第一、先右后左、高近低远。
9．基酒是鸡尾酒的主体，决定了鸡尾酒的口味和特点，其含量不应少于鸡尾酒总量的 1/3 。
10．干邑白兰地通常以一些英文字母来表示其陈酿时间，V.S.O.P表示白兰地陈酿时间为 20-30年。
11.中餐宴会中斟酒的顺序是葡萄酒、烈性酒、啤酒或软饮料。
12.中餐分菜方法主要有叉勺派菜法、转台分菜法、旁桌分菜法和各客式分菜法四种。
13.中餐宴会上菜，严禁服务员在主人与主宾之间的位置上菜，否则会被视为不礼貌。
14.中国菜可分为地方菜、少数民族菜、宫廷菜、官府菜、素菜。
15．星级饭店应建立食品留样管理制度，食品取样后，应加盖食品或用保鲜膜密闭，贴好标签后放入冰箱冷藏室，至少保存 24小时。
16．我国幅员辽阔，各地由于自然条件、生活水平、生活习惯，经济文化发展状况的不同，在饮食烹调和菜肴品类方面形成了不同的地方风味。
我国最早的地方风味菜是鲁菜。
17．藏族日常生活不能没有茶, 酥油茶是藏族人时刻不可缺少的饮料佳品。
18．铺台布服务是餐厅服务中最基本的操作技能，要求台布正面朝上、凸线向上，定位准确，铺设恰当，达到美观、适用。
全国职业院校技能大赛中职组酒店服务赛项英语口试题库一、中餐宴会摆台与服务某些情景应答及答题要点：1. Q：Ask the guests if they have a reservation with your restaurant.A：Good evening. Do you have a reservation?2. Q：How do you check upon the guest’s name of the reservation?A：Good evening. Under whose name was your reservation made?3. Q：The guests need a table for 4，and they would like to dine somewhere quiet.A：Very well. This way please. Here’s a window table for four overlooking the lake. It’s very ni ce and quiet here.4. Q：Can you explain the terms of breakfast both for adults and children in the hotel?A：Sure，we offer breakfast at the rate of 128 RMB for each adult，and it’s free of charge for children under 6.5. Q：If you want to confirm the reservation of the dinner，what can you say?A：I will say “Good evening，sir. I’d like to confirm your reservation.May I have your name，please?”6. Q：Inform the guest that the restaurant is fully booked this evening，and suggest thathe book a table the same time tomorrow evening.A：I’m sorry. We are fully booked this evening. How about tomorrow?We still have some nice tables available for tomorrow evening.7. Q：What would you do when the guest complains that the restaurant is too noisy?A：I will apology and say “let me see if we can find a table on the other side of therestaurant，it is a bit quiet there.”8. Q：Ask the guests their preference for food，Chinese，Western，Japanese or Korean.A:Which style of cuisine would you prefer?We serve Chinese，Western，Japanese and Korean food here.9. Q：How do you offer to take order for the guests in the evening?A：Good evening. May I take your order now?/ Are you ready to order now?10. Q：How do you ask the guest to check his bill?A：Here’s your bill. Please check it. The fruit combination is on the house.11. Q：Visit the table to check if your service is satisfactory. Inform the guest the lastcourse will be dessert?A：Is everything to your satisfaction?All the dishes have been served as the menu goes，except for the dessert to follow.12. Q：Ask the guest his preference for fruit juice.A：What kind of fruit juice would you prefer?We have grape juice，kiwifruit juiceand orange juice.13. Q：Ask the guest’s choice of wine.A：Would you like a bottle of red wine to go with your Sirloin Steak?14. Q：What do you say when serving the guests their dessert?A：Here is your dessert. Please enjoy.15. Q：Ask the guest how he would like his steak prepared.A：How would you like your steak done?Rare，Medium or Well-done?16. Q：What is the duty of a Food and Beverage Manager?A：A Food and Beverage Manager is in charge and directs the work ofthe Department.17. Q：Tell the guests the general sequence of a Chinese dinner.A：Chinese dinner usually starts with cold dishes and ends with a soup.18. Q：What do you recommend if the guest orders a fresh white water fish?A：May I suggest steaming the fish to retain its freshness?19. Q：How do you ask about the guest’s preference for buffet or a la carte service?A：How would you like your dinner served?A buffet or an a la carte service?20. Q：How do you ask about the guest’s preference for salad?A：What kind of salad would you prefer?We have Ham Salad，Prawn Salad，and Fresh Vegetable Salad.21. Q：How do you respond to a guest’s compliments to your service?A：Thank you for your compliments. It’s our greatest pleasure to be of service.22. Q：How do you ask the guest where he or she would like to sit?A：Which do you prefer，by the window or near the door?23. Q：Ask the guest what vegetable he’d like to have with his chicken.A：What vegetable would you like to go with your Roast Chicken?24. Q：What do you say in seeing off the guests?A：I’m glad you enjoyed. Thank you for coming！Good-bye.25. Q：Tell the guest what exactly is the dish of “Spaghetti with Lamb”.A：“Spaghetti with Lamb” is actually lamb cooked with herbs and served with spaghetti.26. Q：As a hostess，what’s the first thing you need to find out when the guest arrives?A：I have to find out whether the guest has a reservation or not.27. Q：What will a bartender tell the guests about Margarita?A：A Margarita is a popular cocktail made by mixing one part of tequila and three parts of dry wine and lemon.28. Q：What would you say if the guest wants to know the business hours of yourrestaurant?A：We provide restaurant service from 6:30 a.m. to 10:00 p.m. every day.29. Q：What information do you give when introducing your restaurant to the guest?A：I would tell the guest about the style，the specialties，the popular dishes，the business hours of the restaurant.30. Q：What would you say when you want to recommend something to the guest?A：May I recommend this one，madam?/ May I suggest you try this one，sir?/ Would you like to take a look at this，Miss?31. Q：After you have finished taking order for the guests，what would you say?A：Thank you. Please wait a minute. We’ll be back with your order soon.32. Q：If the guest wants to try some dishes that are typical local specialty of Suzhou，buthe has no idea what to order，what would you recommend to him?A：I will recommend the Squirrel-shaped Mandarin Fish，the Quick-boiled White Shrimp，and the Stir-fried Shredded Eel with Hot Oil.33.Q：What would you say to the guest when you are recommending your housespecialty？A：Would you like to try our house specialty?It’s very p opular among our guests. 34. Q：How do you respond to a guest’s complaint about the dish being too salty?A：I will apologize and say：“Let me organize another dish for you”.35. Q：If the guest tells you that his wife is a vegetarian，what would you say?A：We do serve delicious vegetarian food in our restaurant. Actually the Tofu dishes are very popular among the guests.36. Q：If a guest wonders whether he could smoke at the bar，what will you probably say?A：I will say “I’m sorry. But smoking is not allowed anywhere inside the bar.”37. Q：What would you ask when the guest orders whisky?A：I will ask “Do you want it straight up or on the rocks?”38. Q：What is the duty of an Executive Chef?A：An Executive Chef decides on the items on the menus，and coordinates the preparation of the food and beverage.39. Q：What will you do when the guest tells you that there’s a miscalculation in the bill?A：I will check with the guest carefully. If there is a mistake，I will apologize and then bring the bill back to the cashier’s desk to correct it.40. Q：What would you ask if the guest wants to settle his bill?A：How would you like to pay?In cash，by credit card，or room charge?41. Q：How do you make sure of the number of people in the dinner party?A：How many people are there in your party?42. Q：How do you ask the guests who is paying for the dinner?A：Do you want separated bills or just one single bill?/ May I know who is paying，please?43. Q：How do you ask the guests to take their seats?A：Would you please take your seats?44. Q：What do you ask to see if the guest would like to have an aperitif before ordering?A：Would you like an aperitif before you order?/ Do you care for a drink before youorder?45. Q：If the guest complains that the soup is cold，what should you do?A：I will apologize to the guest and promise to return the soup to the chef immediately and get a fresh hot bowl of soup for the guest.46. Q：What question would you ask further when the guest orders coffee?A：Would you like your coffee black or white?/ Would you like your coffee with cream or milk?47. Q：What are the five main kinds of restaurant services?A：There are mainly 5 kinds of restaurant services. They are gueridon service，silver service，plate service，buffet service and takeaway service.48. Q：What’s the standard of excellence for restaurant service in a deluxe hotel?A：The restaurant service in a deluxe hotel is expected to be fast，polite，very professional and of top quality.49. Q：Tell the guests about the choices they have for main course.A：What would you like to have for main course?We have Sirloin Steak，Roast Lamb，Grilled Prawns and Scallops with Ginger Sauce.50. Q：Ask and see if the guests would like to have something for dessert.A：What would you like for dessert?/ What shall I bring you for dessert?二、客房中式铺床某些情景应答及答题要点：1. Q：When the guest wants to book a standard room in your hotel，but you don’t know whether you have a room or not，what should you say as a reservation assistant?A：Sir，please wait a minute，I’ll check if we have a room available for you.2.Q：You come to make up room for a guest，but he tells you that he prefers it laterbecause he is busy doing some paper work，what will you say?A：I will say：That’s all right. I will come back later. What time would it be convenient for you，sir?3.Q：What will you do if the guest says that she wants to use her hairdryer，but it’s 110volts?A：I will tell the guest that the electrical voltage in China is 220 volts. And I will send her a transformer or a hairdryer for 220 volts.4.Q：What should you say when you give the registration form to the guest as areceptionist?A：Sir，here is your registration form，please check your information,if everything is right，please sign your name here.5.Q：If the guest comes to you and says he can’t open the door with the key to hisroom，what will you do?A：I will go and have a check with him，and help to have his key changed if necessary.6.Q：Try to introduce the different types and styles of rooms in the hotel to Mr. Bellowswho is making a reservation over the phone.A：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.7.Q：A guest tells you that he is attending an important conference，and wants to havehis suit dry-cleaned as soon as possible. What 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.8.Q：What’s the information you give when you’re introducing a guestroom to theguest？A：I will introduce the equipment，the services provided，special facilities and the view the guest may get from the room.9.Q：When the guest wants to do the early departure,what should you ask as areceptionist?A：Sir，today is not your departure date. Would you want to leave earlier?10.Q：If the guest says he would like to sleep late the next morning，what will yousuggest?A：Please press the “Do Not Disturb” (DND) button before you go to bed，and you won’t be disturbed the next morning.11.Q：A guest wonders if the outdoor swimming pool of the hotel is a right place to cooloff 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.12.Q：If the guest asks you to look after the baby for her，what will you say?A：I’m sorry，madam. I can’t do that. It’s against our hotel’s regulation. But we havea very good baby-sitting service. The sitters are well-educated and reliable.13.Q：What will the attendant say to help if a guest asks to have a stain on his clothesremoved?A：Sure. We will try our best to remove the stain but we cannot guarantee the result.14.Q：What will you say if the guest complains the beef steak sent by Room Service israre，while he asked for well-done?A：I’m terribly sorry. I will inform the Food and Beverage Department；they’ll see to the matter and have another steak prepared to your appetite.15.Q：What will you say if there is no room available for the guest who is calling to makea reservation?A：I’m sorry，but we are fully booked. Shall I put you on the waiting list?We will contact you if there is a cancellation.16.Q：How do you respond to an unexpected request from the guest?A：I’m not sure，but we’ll see what we can do for you. / I can’t guarantee，but let’s see what we can do.17.Q：How do you ask the guest how he likes his steak cooked?A：How would you like your steak cooked?Rare,Medium Rare,Medium,Medium Well,or Well Done?18.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.19.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.20.Q：Explain to the guest the use of the Hotel Service Directory.A：By referring to the Hotel Service Directory on the writing desk，you’ll find detailed information about all the services we provide in the hotel.21.Q：What is not included in the room charge?A：Well,you will find a mini-bar in your e of it will be charged to your account.Also,the hotel provides room service,at an additional charge of course.22.Q：Tell the guests about the voltage difference between the USA and China；remindhim that the sockets in the bathroom are for 110 volts and 220 volts respectively.A：The voltage here is much higher than that in the USA. There’re two sockets in the bathroom，one is for 110 volts and the other 220 volts.23.Q：The guest would prefer the turndown service for him after 9:00 pm when you’ll beoff duty. How do you respond?A：Don’t worry，sir. I will make sure to let the night staff know，and he’ll do the turndown service for you after 9:00 pm.24.Q：Explain to the guest how to use the door knob menu to order and have hisbreakfast in the room.A：You may use the door knob menu to order Room Service. Just tick the items you’d like for breakfast，write down the time，and hang the door knob menu outside the door before you go to bed tonight25.Q：The guest orders Room Service，and now you are delivering his breakfast to theroom. What do you say after knocking on the door?A：This is Room Service. I’ve brought you your breakfast.26.Q：Phone the guest and tell him that you’ve found the cell phone he lost the other day.A：This is Lost and Found. We have found your cell phone.27.Q：Apologize to the guest for the delay of his baggage delivery.A：I’m sorry for the delay. But the bellman is delivering your baggage up to your room now.28.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：I’m afraid Mr. Smith is not in the room now. Would you like to leave a message?29.Q：How do you respond if a guest complains that one of the pillows in his roomsmells funny?A：I’m sorry，sir. I will have a new pillow sent to your room right away.30.Q：How do you check with the guest when sending up his luggage? .A：Here we are，Room 1208. You’ve got three pieces of luggage in all. Is that right，sir?31.Q：How do you ask the guest to make sure if there is something identical attached tohis luggage?A：Is there a tag or anything identical attached to your luggage，sir?32.Q：The guest wants to know if he can make a direct dial international call from hisroom.A：Yes，sir. You can make a direct-dial international call from your room. Please dial9 first，and then the country code，the area code and finally the telephone number. 33.Q：Tell the guest where to leave his laundry. .A：Just leave your laundry in the laundry bag behind the bathroom door. The attendant will come and collect the laundry.34.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.35.Q：You’re sending back the laundry to Mr. Dave. Tell him a button on his shirt ismissing，and you’ve sewed on a new one for him. .A：Mr. Dave，here’s your laundry. By the way，one button was missing from your shirt，and we’ve sewed on a new one.36.Q：One guest looks worried，show your concern and offer your help. .A：Good afternoon，you look worried. What has happened?How can I help you?/ CanI be of assistance?37.Q：Apologize for the inconvenience caused to the guest，and assure him it will nothappen again. .A：I’m sorry for the inconvenience，sir. I assure you this won’t happen again.38.Q：The guest tells you that he’s just had a shower，and the bathroom is quite a mess.A：Don’t worry sir. I will tidy up your bathroom right away.39.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?40.Q：What are the items of information a receptionist should ask the guests to enterwhen filling out the registration form?A：The receptionist should make sure that such information items as the guest’s full name，address，nationality，forwarding address，visiting purpose and signature are all entered correctly and legibly.41.Q：How do you ask for guests’ personal information politely?A：Excuse me. May I have your name，address and your telephone number?42.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.43.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?44.Q：You’ve helped the guest check in at the Front Desk. And now tell him to follow thebell boy to his room.A：If you are ready，the bell boy will show you up to your room.45.Q：How do you inform the guest of the arrival of his visitor?A：A certain Mr. Zhang wants to see you，sir. He is now waiting in the lobby.46.Q：How do you ask the speaker to slow down?A：Excuse me，but would you please slow down a little?/ Excuse me，madam，but would you mind slowing down a bit?47.Q：Give two examples of making courteous parting remarks.A：Thank you for calling us，sir. / Thank you for choosing us for your service，sir. / Thank you for staying with us，sir. / Thank you for using Room Service，sir.48.Q：How do you talk about distance when showing guests the way?A：It takes about 20 minutes to get there by taxi/bus/on foot. /It is 20 minutes’ taxi ride/ bus ride/ walk from here.49.Q：How do you check if the visitor of a guest，named Williams，has an appointment?A：Did Mr. Williams know that you were coming?/ Is Mr. Williams expecting you?/ Do you have an appointment with Mr. Williams?50.Q：How do you offer to take a message for a guest?A：Would you like to leave a word/message?/ Anything you’d like me to tell/pass along to the guest?。
2016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专业知识口试题库一、客观题（一）填空题1.根据客人的活动规律，饭店客房可分为五大功能区，即：睡眠休息区、起居活动区、书写整理区、贮物区和洗漱区。
2.以标准间为例，客房配备的设备有：家具、电器、卫生设备、安全设备四大类。
3.客房室环境设计的基本原则是安全、健康和舒适。
4.客房的清洁卫生质量生化标准规定：茶水具毎平方厘米的细菌总数不得超过 5 个 ,脸盆、浴缸、拖鞋毎平方厘米的细菌总数不得超过500个。
5.客房室照明设计的基本原则是：舒适性、艺术性、安全性。
6.客房房态缩略语OCC指住客房。
7.客房房态缩略语S/O指宾客外宿房。
8.客房房态缩略语DND表示请勿打扰房。
9.客房房态缩略语MUR指请即清扫房。
10.客房房态缩略语OOO指的是待修房（维修房、故障房）。
11.客房房态术语hotel use指的是饭店临时自用房。
12.客房部员工在接待服务中要做到一视，六个一样：高、低一样；、外一样；华、洋一样；东、西一样；黑、白一样；新、老一样。
13.例行的客房大清扫工作，一般应在客人不在客房时进行，以不打扰客人为准。
14.客房部一般下设六个分支机构：经理办公室、楼层、公共区域、客房服务中心、布件房和洗衣房。
15.客房商品生产的基本目标是：搞好清洁卫生、更换添补客房用品、维护保养。
16.夏天客房适宜温度为22摄氏度—24摄氏度，相对湿度为50%；冬天客房适宜温度为 20摄氏度—22摄氏度，相对湿度为40%。
17.为了使床垫各处受力相同，避免床垫有局部凹陷和磨损，延长使用寿命，应定期翻转调换床垫，一般每季度翻转一次。
18.员工的在职培训有日常培训、专题培训、交叉培训、下岗培训、脱产进修。
19.挂有“请勿打扰”牌的客房，一般在 14:00 前不要敲该房的门，但应记下房号及挂牌时间。
20.领取和补充小酒吧的酒水和食品时，要检查酒水的质量和保质期。
21.根据我国的习惯，会见厅客人与主人的座位安排是客人在主人的右边。
“2013年江苏联合职业技术学院技能大赛”中职组客房服务赛项英语口试题Part one 句子：中译英：1.欢迎光临我们酒店。
(Welcome to our hotel.)2.先生，请让我为您介绍一下房间设施。
（Let me introduce the room to you, sir.）3.在房间上网是免费的。
(We offer free internet service in the room.)4.先生，这是您的房间钥匙。
（Here is your room card, sir.）5.祝您在我们饭店过得愉快。
（I hope you will enjoy your stay in our hotel.）6.对不起，请问有没有要洗的衣服？（Excuse me, do you have any laundry?）7.我们随时为您服务。
(We are always at your service.)8.请问1628号房间在哪？(Excuse me, where is room 1628, please?)9.请问您的衣服要怎么洗？（How would you like your laundry cleaned?）10.请问您房号是多少？（May I have your room number, please?）11.我带您去您的房间。
(I will show you to your room.)12.房间里有小冰箱。
（There is a mini-bar in the room.）13.我现在可以打扫您的房间吗？(May I make up your room now?)14.酒店为客人提供免费的擦鞋服务。
（The hotel provides free shoe shining service for the guests.）15.抱歉，单人间已经全部订满了。
（I’m sorry, our single rooms are fully booked.）16.离开房间时请记得带钥匙。
第三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 at a50% extra charge.）4.对不起，请问有没有要洗的衣服？（Excuse me. Do you have any laundry?）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 Room）2135 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 send me aniron, 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 made upyet. It’s already 12:00.）12.请接受我代表酒店向您道歉。
(Please a ccept my apology on behalf of thehotel.)13.我房间的电视图象不清楚。
客房服务项目教学设计——中式铺床
黎志坚
【期刊名称】《成才之路》
【年(卷),期】2009(000)017
【摘要】@@ 一、课题:中式铺屎rn二、教学目标rn1.知识目标rn(1)客房是酒店的基础.还是酒店赢利最重要的支柱之一,而床的美观程度和舒适程度影响客人对客房的印象乃至酒店的印象.虽然中式铺床看似简单,但能够熟练掌握,并在规定的时间内按规范铺好则不是一件容易的事情.掌握中式铺床的技能,使学生在规定的时间内按标准完成中式铺床,是这个项目的主要内容,并在此基础上了解中式铺床与西式铺床的区别,为下一项目课程打下基础.
【总页数】2页(P86-87)
【作者】黎志坚
【作者单位】江工业贸易职业技术学院
【正文语种】中文
【相关文献】
1."近体原则"在中职技能训练中的实践探讨——以职业院校技能大赛中职组客房中式铺床分赛项为例
2.中职技能大赛客房中式铺床项目有效备赛探讨
3.项目教学法在中职旅游客房中式铺床实训课中的运用探讨
4.项目教学法在中职旅游客房中式铺床实训课中的运用探讨
5.基于信息化的中职旅游管理专业技能课教学设计——以“客房中式铺床”为例
因版权原因，仅展示原文概要，查看原文内容请购买。
客房中式铺床一、单选题1、( C )表示该客房已清扫完毕,可以重新出租,亦称OK房。
A DNDB VIPC VCD LSC2、夜床服务通常在晚上( B )以后开始,或者按服务台的要求进行。
A 5时B 6时C 7时D 8时3、清扫整理客房时,在完成了收集杯子和烟灰缸这一工序后,接下来的工作是( A )。
A 撤换床上用品B 整理床铺C 除尘除迹D 补充房间用品4、检查客房时,应从( D )开始循序进行,从上到下,从里到外,以防止遗漏。
A 地面B 天花板C 窗帘D 房门5、当打开洗地机的吸水机开关时,应注意( C )是否保持密封。
A 清洁箱B 吸水箱C 污水箱D 清洁液箱6、( B )主要负责统一安排、协调对客人的服务工作。
A客房部秘书 B客房服务中心 C客房楼层组 D客房部经理7、( D )是客房服务员在一般情况下首先要进行清扫的房间。
A 空房B 普通住客房C VIP房D 挂有"MUR"牌的房间8、检查离店客人房间如发现有遗留物品，应立即送交客人。
若客人已经离店，一般应将遗留物品交(A)登记处理。
A 客房服务中心 B主管 C 领班 D 经理9、挂有“请勿打扰”牌的客房，一般在(D)前不要敲该房的门，但应记下房号及挂牌时间。
A 18：00B 12：00C 13：00D 14：0010、（ A ）主要用于扫除地面吸尘器无法吸走的碎片和赃物。
A 扫帚 B拖把 C 抹布 D 畚箕11、下列吸尘器中，哪种吸尘器在清洁大面积的地毯时，是客房服务员的最佳选择（ C ）。
A 吸力式吸尘器B 混合式吸尘器C 直立式吸尘器D 背式吸尘器12、下列哪种吸尘器只适合清理不太脏的地毯，同时也可以用于清理“矮脚”家具底下或是其他浅窄的地方。
（ A ）A 吸力式吸尘器B 直立吸尘器C 吸水式吸尘器D 混合式吸尘器13、下列哪种清洁剂属于酸性清洁剂（ D ）。
A 高泡洗地毯剂B 玻璃清洁剂C 起蜡水D “八四”消毒液14、下列哪种清洁剂属于碱性性清洁剂（ C ）。
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专业知识口试参考题库一、客观题（一）填空题1.根据客人的活动规律，饭店客房可分为五大功能区，即：睡眠休息区、起居活动区、书写整理区、贮物区和洗漱区。
2.以标准间为例，客房配备的设备有：家具、电器、卫生设备、安全设备四大类。
3.客房最主要的家具是床。
4.宾客的气质类型大致可分为急躁型、活泼型、稳重型和忧郁型四种。
5.客房用品主要分为两大类，即一次性消耗品和多次性（重复性）消耗品。
6.客房房态缩略语OCC7.客房房态缩略语S/O指宾客外宿房。
8.客房房态缩略语DND表示请勿打扰房。
9.客房房态缩略语MUR指请即清扫房。
10.客房房态缩略语OOO指的是待修房（维修房、故障房）。
11.客房房态术语hotel use指的是饭店临时自用房。
12.客房中的茶具消毒方法有高温消毒法、干热消毒法、浸泡消毒法、13.床的高度，考虑到美观、协调及便于服务员操作等因素，一般应在40～60厘米之间。
14.客房部一般下设六个部门：经理办公室、楼层、公共区域、客房服务中心、布件房和洗衣房。
15.国外饭店客房部习惯采用的对客服务模式是客房服务中心模式。
16.客房服务质量的构成包括客房设施设备质量、客房实物产品质量、客房环境质量、客房劳务质量和安全卫生质量等五个方面。
17.为了使床垫各处受力和磨损度相同，避免床垫有局部凹陷，延长使用寿命，应定期翻转调换床垫，一般每季度翻转一次。
18.饭店行业对遗留物品的保管期没有硬性规定，惯例为普通物品保管3～6个月，贵重物品保存期通常为1年。
19.挂有“请勿打扰”牌的客房，一般在 14:00 前不要敲该房的门，但应记下房号及挂牌时间。
20.领取和补充小酒吧的酒水和食品时，要检查酒水的质量和有效保质期限。
21.根据我国的习惯，会见厅客人与主人座位安排是客人在主人的右边。
22.客房服务项目的设立要遵循适合和适度的基本原则。
23.个性服务可分为被动服务和主动服务两个层次。
24.根据设备的使用区域及范围，客房部的所有设备又可分为清洁设备和客房设备。
25.电视机长期不使用，夏季应每月通电一次，时间在两小时以上。
26.饭店最基本、最重要、最宝贵的资源是人力资源。
27.引发客房火灾的首要原因是吸烟不慎。
28.客房部的工作量分为：固定工作量、变动工作量和间断性工作量。
29.客房部员工培训的内容包括知识培训、能力培训和态度培训等。
30.客房部员工考评的内容主要包括综合素质能力、劳动纪律、工作态度和工作业绩等四个方面。
31.国家标准《旅游饭店星级的划分与评定》（GB/T14308---2010）于2011年1月1日正式实施。
32.旅游饭店星级标志由长城和五角星图案构成。
33.有限服务饭店关注价格和质量的性价比。
34.四星级和五星级（含白金五星级）饭店是完全服务饭店，评定星级时应对饭店产品进行全面评价。
35.必备项目作为饭店进入不同星级的基本准入条件，具有严肃性和不可缺失性，每条必备项目均具有“一条否决”的效力。
36.按国家标准《旅游饭店星级的划分与评定》（GB/T14308---2010）规定，五星级饭店 70% 客房的面积（不含卫生间和门廊）应不小于20平方米。
37.饭店闭路电视监控区域一般分为户外区域、公共区域和重点防范区域。
38.电梯是连接饭店各服务功能区的垂直交通运输工具。
39.客房整洁状况有两方面的评价标准：生化标准和视觉标准。
40.《旅游饭店星级的划分与评定》（GB/T14308---2010）对开夜床服务的要求是：正常情况下，每天 17～21时提供开夜床服务。
41.送餐服务是高星级饭店客房服务特色与品质的体现。
42.客房房态缩略语VD代表未清扫房。
43.公共区域烟灰缸应及时替换，烟灰缸内烟头不得多于两只。
44.在木质地板上打蜡一般需要上三层，而且每层都需要抛光。
45.客房服务员在摆放工作车物品时，不能将茶叶和香皂放在一起，以免茶叶变味。
46.主管抽查客房的数量一般为领班查房数的10%以上。
47.煮沸消毒法是将洗涤干净的杯具置于100℃的沸水中，煮15～30分钟即可。
48.瓷器和玻璃器皿均适用的高温消毒法是蒸汽消毒法。
49.用来苏水或“八四”消毒液擦拭卫浴设施后，应紧闭门窗约2小时，然后通风换气。
50.卫生间的“五巾”是指大浴巾、小浴巾、小方巾、面巾、地巾。
51.客房服务员一般应在当天下班前做好房务工作车物品补充、布置等准备工作。
52.客房服务员日常清洁客房所使用的表格是客房清扫日报表。
53.大堂云石、大理石地面干拖应使用喷有静电吸尘剂的干拖布进行工作。
54.全国旅游星级饭店评定委员会是负责全国星评工作的最高机构。
55.突发事件应包括火灾、自然灾害、饭店建筑物和设备设施事故、公共卫生和伤亡事件以及社会治安事件等。
56.个性化服务通常是指服务员以强烈的服务意识主动接近客人，设身处地地了解客57.58.59.60.61.62.客房用品摆放位置要讲究协调合理性。
63.有客人要求服务员为他打开房门时，应核对客人的姓名、有效证件和房卡或欢迎卡。
64.65.客房礼貌用语的基本形式有委婉式、谦让式、恳求式、商讨式等四种类型。
66.客房内的装饰主要有墙饰、摆件、绿化、插花等。
67.国际饭店专家建议对客房的害虫控制和处理工作周期是每月一次。
68.客房服务过程中的“三轻”是指走路轻、说话轻和操作轻。
69.干粉灭火器适用于扑灭带电的低压电器火灾。
70.热感报警器是饭店配置的一种自动报警消防设施。
71.灭火的基本方法有隔离法、窒息法、冷却法、抑制法等四种。
72.我国各种经济性质的旅游饭店在正式开业一年以后都可以参加星级评定。
73.饭店通常将身份地位高、能给饭店带来生意、多次住店、和饭店业务关系密切的客人作为VIP客人。
74.服务员应戒的四种忌语包括不尊重、不友好、不耐烦和不客气的语言。
75.一般而言门前“三包”工作指的是包卫生、包绿化和包秩序。
76.大堂云石、大理石地面干拖应使用喷有静电吸尘剂的干拖布进行工作。
77.饭店客房中的自动喷淋装置每房一个，安装在房间的顶部，当温度达到68℃”时，自动喷水灭火。
（二）判断题78.未经客人同意不可抱玩客人的小孩，以免引起客人不悦。
（√）79.客房服务员应按饭店要求做到“五到”，即客到、微笑到、敬语到、水果到、鲜花到。
（×）（“客到、微笑到、敬语到、茶水到、香巾到”）80.客房楼层接待工作仅有迎前准备、到店迎接、入住日常服务等三个环节。
（×）（“应有迎前准备、……和离店送别等四个环节”）81.引发洗衣纠纷的常见原因有客衣丢失、破损和客衣染色、褪色等。
（√）82.果汁玻璃杯、葡萄酒杯、白兰地酒杯、香槟酒杯、高脚玻璃杯等都是客房常备的饮品杯。
（√）83.服务员带初次入店的客人进房后，介绍客房设备、服务项目、住客须知等要热情、大方、自然。
（√）84.客房迎宾工作主要内容有：梯口迎宾、引领入房、客房设备介绍和端茶送水。
（√）85.客房服务员正确使用服务用语，要做到口齿清楚、语音适当，必要时可以配合使用手势。
（√）86.客房服务质量的控制主要抓服务准备和服务结束两大环节。
（×）（“服务准备、服务实施和服务结束三大环节”）87.每一间房间在抹尘、检查房间和卫生间的设备用品时，应从房门口开始，按照顺时针方向绕圈进行。
（×）（“顺时针”应为“顺时针或逆时针”）88.众所周知，客房服务员在接待西方客人时，要做到“八不问”，其中包括不问客人的收入和年龄。
（√）89.客房服务员在摆放客用品时最好从工作车开口一面由高到低排列，以便拿取。
（×）（“由高到低”应为“由低到高”）90.房间应定期进行预防性消毒，以保持房间的卫生，防止疾病的传播。
（√）91.楼层钥匙卡在领取之后，不可以借予工程部、送餐部等其他同事使用。
（√）92.客房内洗衣袋、洗衣单及衣刷工具配备要齐全，一般放置在床头柜内。
（×）（“床头柜”应为“衣橱”）93.服务员开夜床时，若客人正在休息，则不必做夜床。
（√）94.擦鞋服务时，要注意防止混淆客人的鞋，应擦好后请客人辨认。
（×）（“应擦好后请客人辨认”应为“擦鞋前应做好相关标识”）95.无障碍客房是一种专为行动不便的客人服务的特色客房，按规定一般按客房总数的5%进行配置。
（×）（5%应为“1%”）96. 客房服务员不需要把外宿房状况通知总台。
（×）（“不需要”应为“需要”）97. 高星级饭店一般不设三人间的房型。
（√）98. 客房家具及其饰物应有防火阻燃性，家具还要具备防滑、防盗、防碰撞等性能。
（√）99.根据《旅游饭店星级的划分与评定》（GB/T14308---2010）的要求，五星级饭店运营质量项目的最低得分率为85%。
（√）100. 服务员被客人叫进客房时，应该让房门半掩。
（×）（“半掩”应为“保持敞开”）101．按照签字厅布置要求，在距签字座椅后1.5米处，根据出席参加签字仪式的人数，摆上适当的照相梯架。
（√）102．客房服务员正在服务台听电话，当有客人来到面前时应礼貌示意，尽快结束通话并表示歉意。
（√）103．若有生病客人要求代买药品，服务员应立即采购并送至房间。
（×）（“应立即采购并送至房间”应为“首先应婉言拒绝并推荐驻店医生服务”）104．会谈厅以正门为准，会谈桌常常呈横一字型摆放，主人应在背向正门的一侧就坐。
（√）105．为做好会谈服务工作，服务员应事先掌握会谈内容。
（×）（“事先掌握会谈内容”应为“事先布置好会谈会场”）106．住宿经营者未能按照旅游服务合同提供服务的，应当为旅游者提供不低于原定标准的住宿服务，因此增加的费用由旅游者承担。
（×）（“费用由旅游者承担”应为“费用由住宿经营者承担”。
）107．设立客房服务中心的前提条件是楼层需有较高的服务水平。
（×）“服务水平”应为“安全保障”108．客房服务员对于出现在楼面的无理取闹的陌生人，应及时打电话向保安部反映情况。
（√）109. 我国消防规范规定，高层建筑和低、多层建筑的疏散楼梯的宽度分别不小于1.5米和1.2米。
（×）（应为“分别不小于1.1米和1米”）110.老弱病残的客人属于特殊客人，为他们服务时，应提供个性化服务。
（√）111. 退房客人留在房间的半瓶洗发水或半瓶洗面奶等物品可不作为遗留物品处理。
(×) （“可不作为”应为“应列为”）112.清洗浴缸的最后步骤是用清水冲洗墙壁、浴缸，等水流尽后，任由浴缸自行风干。
( × ) （“任由浴缸自行风干”应为“用干净抹布抹干”）113．擦拭房内的灯具、电视机屏幕、音控板等处只能用干抹布，不能用湿抹布，否则易发生危险。
