《饭店英语》期末考试试卷(2015上)

2015-2016学年度第一学期《饭店服务与管理英语》试卷姓名: 班级: 评分:一、翻译1、中译英(20分)去国外_________.B.客房预订部__________________.C.前台___________...D..._________________.E.酒店的经营和管._______________________________F.确认信______________..G.总账单_________________H.信用卡__________I.人民币______.J.结账___________2.英译中（20分)A.housekeepin.departmen._____________B.Bel.Captain’.Des.__________________C.assignin.room._____________________D.boo..singl.roo.___________________E.cas.registe._________________________F.th.ban.o.Chin._____________________mercia.Ban.o.China._____________H.th.long-distanc.cal.t.Londo._______________________I.th.polic.o.th.hote._____________________J.hav..goo.night’.slee.__________________二、用框里的词或词组的正确形式填空。

（30分）1.I’l.b._____________i.abou.a.hou.bu.I’.lik.t.hav.lunc.befor.then.2、Th.bellma.__________.Mr.Jackson’.baggag.upstairs.3.____________, a hotel sells its spiritual product to his guests.4.Every guest ______________as the God in the hotel.5.Could you __________ some RMB into American ________for me?6.How is that _________? I’ve stayed here for only two nights.7、How would you like to make the ______________sir?8、A.Than.you.. B.Yo.ar._____________.9、A.Wha.i.you.roo.___________?. B.209.10、A.D.yo.nee.someon.t.brin.you.luggag.dow.tomorrow?..B.No.Than.you..ca.__________.i.b.myself.三、阅读理解（10分）（1）根据表格所提供的有关王老师的信息, 选择最佳答案。

饭店英语考试真题试卷一、听力理解（共20分）1. 根据所听对话，选择正确的答案。

（每题2分，共10分）- 问题1：What time does the restaurant open in the morning?A. 6:00 AMB. 7:00 AMC. 8:00 AM- 问题2：What dish is the customer ordering?A. Spaghetti BologneseB. Grilled SalmonC. Chicken Curry- 问题3：What is the customer's special request?A. No garlicB. Extra cheeseC. Gluten-free- 问题4：How many guests are coming for the reservation?A. 4B. 6C. 8- 问题5：What is the reason for the customer's complaint?A. The food is coldB. The service is slowC. The bill is incorrect2. 根据所听短文，完成信息填空。

（每空1分，共10分）- The restaurant's theme is _______ and it offers avariety of _______ cuisines.- The special promotion for this month is a _______ discount on all _______ dishes.- The customer can make a reservation by calling the_______ number or through the _______ website.二、词汇与语法（共30分）1. 选择题（每题2分，共10分）- 问题1：The waiter _______ the customer's order.A. confirmedB. correctedC. conferred- 问题2：Please _______ the table for the next guests.A. clearB. cleanC. clarify- 问题3：The chef is _______ for his innovative dishes.A. famousB. infamousC. nameless- 问题4：The restaurant _______ a wide range of wines from around the world.A. offersB. demandsC. requires- 问题5：We need to _______ the menu to attract more customers.A. reviseB. reverseC. review2. 填空题（每空1分，共10分）- The restaurant is known for its _______ service and_______ atmosphere.- The _______ of the meal includes an appetizer, a main course, and a dessert.- The _______ is responsible for managing the kitchenstaff and preparing the dishes.3. 改错题（每题1分，共10分）- The restaurant is open from 11:00 AM to 10:00 PM, except for Sunday it closes at 9:00 PM. (找出并改正错误)三、阅读理解（共20分）1. 阅读以下短文，选择正确的答案。

饭店英语考试（一）初级1.总体要求应试者应熟悉日常生活中与其所从事工作有关的最全然的词汇、适应表达法和常用句型。

初级重要考察应试者英语听和说的才能，重要考察对象为饭铺一线职员，如前厅办事员、餐厅办事员、客房办事员、行李员、修理人员、收银员等。

要求应试者能用英语在本职工作的范畴内，与客人进行全然的礼节性会话，处理简单的日常工作。

2.具体要求要求认知800个全然词汇和常用短语，操纵其全然用法。

（1）听：能听明白客人用较慢语速提出的问题和要求，并能做出恰当的反响和答复。

（2）说：能简单介绍本人全然情形和工作情形；能应用礼节性说话（如问候、申谢等）；能在本职工作范畴内用英语为客人办事和处理简单的问题。

3.测验情势、项目、题量、分值和时刻初级测验包含听力和白话两部分，各占50分，满分100分，60分合格。

测验情势：经由过程运算机进行测验，试卷随机生成。

（1）听力：考生经由过程耳机听问题，然后在运算机上选择精确谜底。

（2）面试：测验经由过程耳机听问题，然后经由过程麦克风用英语答复。

听力明白得－人机测验白话测试--人机对话附：初级测验题型样题一、听力明白得1.听英语翻译单词（1）hotelA.车站B.餐厅C.旅行D.饭铺谜底：D2.听英语翻译句子（1）Where is the washroom?A.前台在哪里？B.市廛在哪里？C.可认为我叫出租车吗？D.洗手间在哪里？谜底：D3.听英语单句选择精确应答语（1）Coffee or tea?A. Coffee, please.B. Thank you very much.C. Yes, please.D. Not at all.谜底：A二、白话测试1.听中文翻译单词（1）前台谜底：front office2.听中文翻译句子（1）现在可认为您清除房间吗？谜底：May I clean your room now?3.答复简单问题（1）What’s the date today?（二）中级1. 总体要求本级应试者应具备必定的英语才能，较闇练地应用常用词汇、句型、时态以及适应表达法，进行涉及一样日常生活、工作、社交方面的交换。

初2015级2014—2015学年度（上）期末考试英语试题第I卷（共100分）I. 听力测试（共30分）第一节：情景反应。

(每小题1.5分，共9分)听一遍，根据你所听到的句子，从A、B、C三个选项中选出最恰当的答语，并把答题卡上对应该题目的答案标号涂黑。

/1. A. With pleasure. B. Good luck. C. I agree.2. A. Yes, he did. B. Yes, he can. C. Yes, he does.3. A. Good job! B. You are welcome. C. Never mind.4. A. I am sorry to hear that. B. No, not at all. C. Thank you.5. A. It’s Sunday. B. It’s fine. C. It’s June 1st.6. A. Sure, I’d love to. B. Yes, they must. C. No, you can’t.第二节：对话理解。

（第小题1.5分，共9分）听一遍，根据你所听到的对话和问题，从A、B、C三个选项中选出最恰当的答语，并把答题卡上对应该题目的答案标号涂黑。

/7. A. Yes, he has. B. No, he didn’t. C. Yes, he did.8. A. In 1885. B. In 1785. C. In 1886.9. A. At the shop. B. At the cinema. C. At the hospital.10. A. Gina’s birthday party. B. Tom’s surprise party. C. Tim’s welcome party.11. A. By eating less. B. By going to hospital. C. By doing exercise.12. A. Because they don’t have enough money. B. Because they are not old enough.C. Because they can’t find a good KTV to stay in. /第三节：短文理解。

餐厅英文测试题及答案大全一、选择题（每题2分，共20分）1. 在餐厅中，"May I take your order?" 表示：A. 我可以点菜了吗？B. 我可以接你的订单吗？C. 我可以为你点菜吗？D. 我可以拿走你的订单吗？答案：C2. 如果你想要一杯咖啡，你应该说：A. I want a coffee.B. I'd like a coffee.C. I need a coffee.D. I take a coffee.答案：B3. "Check, please." 通常用于：A. 要求检查账单B. 要求结账C. 要求检查食物D. 要求检查餐具答案：B4. "I'd like to have a table by the window." 表示：A. 我想坐在窗户旁边。

B. 我想吃窗户旁边的菜。

C. 我想把桌子搬到窗户旁边。

D. 我想看窗户旁边的桌子。

答案：A5. "Could you please pass the salt?" 表示：A. 你可以把盐递给我吗？B. 你可以帮我加盐吗？C. 你可以把盐加到菜里吗？D. 你可以把盐放在桌子上吗？答案：A6. "The food is too spicy." 表示：A. 食物太辣了。

B. 食物太咸了。

C. 食物太甜了。

D. 食物太苦了。

答案：A7. "I'm allergic to peanuts." 表示：A. 我对花生过敏。

B. 我对花生有偏好。

C. 我对花生有依赖。

D. 我对花生有研究。

答案：A8. "I'd like to order takeout." 表示：A. 我想点外卖。

B. 我想打包带走。

C. 我想在餐厅吃。

D. 我想在家里吃。

答案：B9. "Can I have the bill, please?" 表示：A. 我可以看一下账单吗？B. 我可以拿走账单吗？C. 我可以要求结账吗？D. 我可以要求账单吗？答案：C10. "I'd like to book a table for two." 表示：A. 我想预订一张两人桌。

饭店英语考试题及答案一、选择题（每题2分，共20分）1. What is the most common way to greet a guest in a restaurant?A. Good morning/afternoon/evening.B. Welcome to our restaurant.C. How can I help you?D. What's up?答案：A2. When taking an order, which of the following is NOT correct?A. Could you repeat that, please?B. I'm sorry, we don't have that.C. Can I take your order now?D. Just a moment, please.答案：D3. If a guest asks for the restroom, you should say:A. It's over there.B. Go straight and turn right.C. You can't use it.D. I'll show you the way.答案：B4. What does "table for two" mean?A. A table for two people.B. A table for two dishes.C. A table for two hours.D. A table for two types of food.答案：A5. If a guest wants to pay the bill, you should:A. Take the bill to the cashier.B. Ask for the payment method.C. Give them the menu.D. Offer more food.答案：B6. Which of the following is NOT a type of beverage?A. Coffee.B. Tea.C. Juice.D. Rice.答案：D7. What is the polite way to ask a guest to wait?A. Hurry up, please.B. Wait a moment, please.C. I'm in a rush.D. You're next.答案：B8. If a dish is not available, you should:A. Apologize and offer a substitute.B. Ask the guest to wait.C. Ignore the request.D. Charge extra for a different dish.答案：A9. What does "check, please" mean?A. The guest wants to check the menu.B. The guest wants to see the bill.C. The guest wants to check the quality of the food.D. The guest wants to check the temperature.答案：B10. Which of the following is the correct way to say "enjoy your meal"?A. Have a good meal.B. Eat well.C. Enjoy your food.D. All of the above.答案：D二、填空题（每空1分，共10分）1. When a guest enters the restaurant, you should greet them with a warm "______".答案：welcome2. If a guest is allergic to certain foods, you should ask them about their "______".答案：allergies3. The phrase "______" is used to confirm the order with the guest.答案：That will be all4. To offer a drink, you can say, "Would you like something to "______"?"答案：drink5. If a guest needs assistance, you should say, "Can I be of "______" to you?"答案：assistance6. When a guest is ready to leave, you can say, "Thank you for dining with us, have a "______" day."答案：nice7. The phrase "______" is used to ask if the guest is ready to order.答案：Are you ready to order8. If a guest wants to split the bill, you should say, "We can "______" the bill for you."答案：split9. When a guest compliments the food, you can respond with, "Thank you, we're glad you enjoyed your "______".答案：meal10. If a guest asks for the Wi-Fi password, you can say, "The password is '______'."答案：[具体密码]三、简答题（每题5分，共20分）1. What should you do if a guest complains about the service?答案：Apologize sincerely, listen to their concerns, and try to resolve the issue promptly. If necessary, involve a manager to ensure the guest's satisfaction.2. How can you make a guest feel welcome in a restaurant?答案：Greet them warmly, make eye contact, and offer assistance. Ensure they are comfortable and attend to their needs throughout their visit.3. What is the importance of being knowledgeable about the menu?答案：Being knowledgeable about the menu allows you to answer questions, make recommendations, and ensure that guests have a positive dining experience.4. How can you handle a situation where a guest requests a dish。

A Course of Hotel EnglishFinal exam: term and sentence translation (20% of the total scores) Date:12.26.2012By 崔静Sample1.Lodging industry (2’)accommodation (2’)tourism development (2’)room representative (2’)short-term (2’)2.The hotel industry makes a major contribution to the global economy by serving both business and tourism development.(5’)我为您叫一位医生好吗？(5’)OccupancyBathtubFacilitiesbanquet managerreception请您在这签名好吗？A hotel is an establishment that provides paid lodging on a short-term basis.Buffet serviceprofitlaundry listmarketingroom attendant我可以知道你的名字吗？Front office or front desk is the most important place of a hotel.Make a reservationHouse specialBoom-and-bust cyclesSuiteVacancy我可以帮您拿手提包吗？At most hotels, the front desk is active twenty-four hours a day.Hotel staffProblem-reporterConcierge servicePlate serviceRoom-representative欢迎来到我们西餐厅Hotel service, as an intangible product, is different from the products of manufacturing companies.Hotel operationManagementSilver-serviceClientRoom tax我希望您能原谅我。

密 封 线 内 不 要 答 题试卷代号： 座位号2011-2012学年度第一学期期末考试《饭店英语》试题一、选择题(每小题1分，共35分)1． How much does the continental breakfast （ ）?A ．needB ．useC ．costD ．take2． Thank you, sir.（ ）can we expect you?A ．What timeB ．At what timeC ．WhenD ．Who3． ----- Can you come on Monday or Tuesday?----- I'm afraid （ ）day is possible. A ．eitherB ．neitherC ．someD ．any4． （ ）does the restaurant of your hotel close?A ．What timeB ．What timesC ．How longD ．How often5． （ ）tea have we?A ．how muchB ．how manyC ．how longD ．how far6． “Where is your college located, John?”“It is （ ）.” A ．on the Fifth Avenue B ．on Fifth Avenue C ．in Fifth AvenueD ．at Fifth Avenue7． All right , I （ ）you in no time.A ．fetchB ．bringC ．takeD ．get8． Dr. Bethune began to work the （ ）he arrived at the front.A ．momentB ．placeC ．wayD ．reason9． Good evening, sir. I'm the Head Waiter and I'd like to apologize for our carelessness.May I （ ）it （ ）for you? A ．clean out B ．clean up C ．clean skinD ．clean cut10． Green tea is not fermented while black tea is fully （ ）.A ．fermentedB ．fermentingC ．fermentD ．ferments11． I think it should （ ）open till midnight.A ．stayB ．holdC ．saveD ．persist12． I'll take the raw fish but my wife doesn't care for it. Could she have （ ）elseinstead? A ．anything B ． everything C ．somethingD ．some13． I'm afraid （ ）water will change the color and flavor of food.A ．boilB ．boiledC ．boilsD ．boiling14． In some cases, guests often （ ）separate checks.A ．needB ．useC ．ask forD ．want15． In the evening, many guests like to eat （ ）candlelight.A ．withB ．alongC ．inD ．by16． It was hard to decide which room was the （ ）.A ．largeB ．largesC ．largestD ．more larger17． Please （ ）your dialogs with guests.A ．put throughB ．continue密 封 线 内 不 要 答 题C ．hold onD ．transfer 18． The amount will be （ ）your final room bill.A ．added up toB ．addedC ．added toD ．added up19． The Caspian Sea, a salt lake, is （ ）any other lake in the world.A ．largestB ．the largestC ．larger thanD ．the larger than20． The coffee is （ ）, sir?A ．complimentaryB ．complimentedC ．complimentingD ．complicated21． The food was dreadful. I'd like a （ ）.A ．abateB ．at a discountC ．rebateD ．discount22． The guest is （ ）on the telephone now.A ．talkingB ．speakingC ．tellingD ．saying23． The waiter will be （ ）you in a moment.A ．withB ．aroundC ．byD ．round24． The wine （ ）very well with white fish.A ．developsB ．goesC ．get onD ．evolves25． This cake was （ ）sugar, flour, butter and eggs.A ．make fromB ．make ofC ．make outD ．make out of26． This is the （ ）course. There is dessert to follow.A ．fullB ．completeC ．allD ．whole27． We have all kinds of Chinese food at your （ ）.A ．chooseB ．choiceC ．selectD ．choosing28． We might charge the bill to the wrong room （ ）.A ．by mistakesB ．errorC ．falseD ．by mistake29． What is the price （ ）for the set menu?A ．boundB ．scopeC ．rangeD ．confine30． When a guest （ ）the restaurant needing assistance, ask him if you can help.A ．wantB ．askC ．needD ．would like31． Which （ ）would you prefer, A or B?A ．flavorousB ．scentC ．flavorD ．spice32． Would you call me when you're （ ）to order?A ．arrangedB ．prepareC ．readyD ．provide33． Would you like （ ）something to drink?A ．makeB ．come withC ．haveD ．start with34． Would you mind （ ）the extra in cash, please?A ．payB ．paysC ．paidD ．paying35． You'll have a lot of fun having the meal （ ）cooking it yourselves.A ．whenB ．whileC ．duringD ．and二、翻译题(每小题2分，共20分)1、 预定2、收据、收条3、签名4、办公楼5、行李6、201房间7、洗衣 8、豪华套房密 封 线 内 不 要 答 题9、赔偿 10、发票三、阅读题(每小题2分，共30分)Passage 1In the 1900’s, American townspeople usually washed and brushed their teeth and combed their hair in the kitchen. Or they kept a water pitcher (大水罐)and a wash basin in theirrooms and took care of these things there.The bathtub was a wash tub(澡盆)filled with water from the stove. If you were small enough you could sit down by drawing your knees to your chest. Otherwise, you washed yourself standing up.Often all the women and girls in the family bathed together. Then the men and boys did. In most families this was Saturday night because Sundays they went to church.A small number of families did have running water. But that depended on whether there was a water system where they lived and on whether they could afford the plumbing(水管设施). Some people had bathtubs in their homes as early as 1895. But many others did not have their first bath in a bathtub until 1910 or later when they were fifteen or sixteen years old.1． In the first paragraph, "took care of" means （ ）.A ．keptB ．looked afterC ．usedD ．kept and used2． In order to use the water from the stove, there be a pipe connecting the tub withthe stove. （ ） A ．mustB ．seemed toC ．needn'tD ．should3． Which of the following statements is true? （ ）A ．Males and females in the family took turns using the bathtub.B ．Some bathtubs were big enough for many people to bathe in at the same time.C ．All the women and girls of a family could bathe together standing up in the tub. When several family members bathed together, they did not use the bathtub. 4． Americans owned a bathtub as early as 1895. （ ）A ．ManyB ．Not allC ．AllD ．Few5． We can infer(推断)that the plumbing at that time. （ ）A ．cost littleB ．was more expensive than a water systemC ．was too expensive for every family to affordD ．was not necessaryPassage 2 The General ManagerAs in any business ，there must be one person responsible for the overall operation. That person is the general manager, sometimes, particularly in the larger hotels, called the managing director.In the past ，possibly into the l930s, the hotel manager was primarily a genial host, personally greeting the guests and seeing to it that they were properly cared for. But as the banks (through bankruptcies and foreclosures), corporations, conglomerates, and other business organizations began acquiring hotels, this image began to disappear. The first concern of executives and stockholders of these companies was that the property show a profit. As a result ，a new type of innkeeper emerged, and today the successful general manager is a highly trained person, capable of directing a complex business enterprise.Running a hotel is a full-time, 24-hours-a-day, seven-days-a-week operation. The hotel is never closed-there can be no time off, no holidays. Someone representing management, and some members of the operating staff, must be on duty every hour and every day of the year. No broad policy could possibly cope with the many diverse situations that occur daily in any given hotel.The general manager is the person responsible for defining and interpreting the policies established by top management. In addition, the successful manager must implement and improve them and, on occasion ，may be forced to completely disregard them. To perform these duties properly requires a working knowledge of all phases of hotel operation ．No one can properly give or explain an order without some idea of what is involved. The quickest and easiest way for an executive to lose the respect of the employees is to give instructions without understanding their implications or the amount of time necessary to carry them out. In fact, we believe it is impossible to properly and intelligently supervise anyone without having at least a general idea of that person ’s duties and responsibilities.6． What ’s a hotel manager ’s responsibility? （ ）A ．Administrative affairsB ．Overall operation得分 评卷人密 封 线 内 不 要 答 题C ．Several main departmentsD ．Greeting the guests 7． A general manager should （ ）.A ．define the policiesB ．interpret the policiesC ．implement the policiesD ．be capable of directing a complex business enterprise8． There are always persons in charge working in the hotel round the clock because（ ）.A ．staffs are working in the hotelB ．there are always things that happen unexpectedlyC ．they want to know the general ideas of the staffsD ．they want to greet the guests9． A successful manager is the person who can implement and improve （ ）.A ．hotel facilitiesB ．surrounding environmentC ．policies established by top managementD ．relations between hotel and guests 10． In the context of the passage, genial means （ ）.A ．kindB ．politeC ．warmD ．GenerousPassage 3 Restaurant servicesThere are mainly five kinds of restaurant services. They are gueridon service, silver service, plate service, buffet (self-catering) service and takeaway service. The first three kinds of services are sit-down services and a buffet service can be both a sit-down one and a stand-up one.Take away service is usually associated with snack bars and fast food outlets. In gueridon service, the waiter must always be well-trained and skilled for he has to perform such things as filleting ，carving and cooking special dishes in front of the guest ．In silver service ，the food is prepared in the kitchen and brought to the guest ’s table on a silver tray. In plate service, the waiter takes the plated meal from the service hotplate and then put the plate on the guest ’s table. All that he has to do is to make sure that the correct lid is laid and the necessary accompaniments are available on the table. In buffet service ，a guest picks his or her own tray and cutlery from one end of the service table and chooses whatever dish he or she 1ikes.Two forms of meals are distinguished ：a la carte and table d ’hote. An a la carte meal is ordered course by course from a menu where each item has a separate price while a table d ’hote meal has a fixed price for a complete meal or several courses.11． Which of the following can be a stand-up service? （ ）A ．Gueridon serviceB ．Silver serviceC ．Plate serviceD ．Buffet service12． Why is a takeaway service usually associated with snack bars? （ ）A ．The food in snack bar is easy to takeawayB ．People go there by carsC ．Snack bars can be found anywhereD ．Snack bars offer self-cateringservice13． What meal is it when you can order your dishes separately? （ ）A ．BuffetB ．1a carteC ．Table d’hoteD ．Plate service 14． In the context of the passage, available means （ ）.A ．necessaryB ．can be gotC ．helpfulD ．served15． In the context of the passage ，distinguished means （ ）.A ．well-knownB ．made outC ．separatedD ．different四、写作(15分)设计情景对话：你是一名饭店的服务人员，有一位顾客向你询问“哪里可以买到衣服”，你告诉他最好去和平路，并告诉他怎样走、价格如何等等相关的信息。

酒店英语的期末试题及答案一、选择题（共25题，每题2分，共50分）1. What does the acronym "OTA" stand for in the hotel industry?A. Online Travel AgencyB. Original Travel AgreementC. Outstanding Tourism AssociationD. Onsite Training Academy答案：A2. Which of the following is NOT a typical duty of a concierge in a hotel?A. Assisting guests with travel arrangementsB. Handling luggage for guestsC. Managing hotel reservationsD. Preparing meals for guests答案：D3. What does the term "turn-down service" mean in the hotel industry?A. Introducing new guests to the hotel facilitiesB. Handling complaints and resolving issues for guestsC. Cleaning and tidying up the guest room in the eveningD. Providing additional services such as spa treatments答案：C4. Which department is responsible for handling guest check-ins and check-outs?A. HousekeepingB. Front OfficeC. Food and BeverageD. Engineering答案：B5. What does the acronym "RevPAR" stand for in the hotel industry?A. Revenue Per Available RoomB. Room Value Assessment ReportC. Reservation and Payment SystemD. Repairs and Maintenance答案：A二、填空题（共10题，每题3分，共30分）1. The process of preparing and setting up the guest rooms for new arrivals is called ________.答案：rooming2. The act of reserving a hotel room in advance is known as ________.答案：booking3. A person who travels for pleasure or leisure is called a ________.答案：tourist4. The department responsible for providing food and beverages to the guests is the ________ department.答案：Food and Beverage5. The document given to guests at check-in, containing important information about the hotel and its services, is called a ________.答案：welcome letter三、简答题（共5题，每题10分，共50分）1. Describe the typical responsibilities of a hotel front desk agent.答案：A hotel front desk agent is responsible for greeting and assisting guests during check-in and check-out, answering phone calls and inquiries, making and modifying reservations, providing information about hotel facilities and services, handling guest complaints and resolving issues, and ensuring a smooth and efficient operation of the front desk.2. Explain the concept of "yield management" in the hotel industry.答案：Yield management refers to the practice of optimizing revenue and maximizing room occupancy by adjusting room rates based on demand and availability. Hotels use various strategies to effectively manage roomrates, such as offering discounted rates during low-demand periods and increasing rates during high-demand periods. The goal is to achieve the highest possible revenue from each available room.3. What are some key differences between a full-service hotel and a limited-service hotel?答案：A full-service hotel offers a wide range of amenities and services, including multiple restaurants, room service, a fitness center, spa facilities, concierge services, and meeting/event spaces. It provides a more luxurious and comprehensive guest experience. In contrast, a limited-service hotel typically offers fewer amenities and services. It may have a basic restaurant or breakfast area, but generally does not offer room service or extensive on-site facilities. Limited-service hotels are often more budget-friendly and cater to guests seeking simple accommodations.4. What is the purpose of a hotel "night audit"?答案：The night audit is a process that reconciles the hotel's daily financial transactions and prepares the necessary reports for management and accounting purposes. It typically takes place during the late evening or early morning when guest activities are minimal. The night audit ensures the accuracy of guest charges, verifies room revenue, accounts for cash and credit card transactions, and generates reports on occupancy rates, revenue, and other financial data.5. Discuss the significance of effective communication in the hotel industry.答案：Effective communication is essential in the hotel industry as it plays a crucial role in delivering quality service and ensuring guest satisfaction. Clear and concise communication is necessary between hotel staff members to coordinate tasks, address guest requests, and resolve issues promptly. It is also vital for effective communication between hotel staff and guests, allowing for accurate understanding of guest needs and expectations. Good communication skills contribute to a positive guest experience, efficient operations, and a cohesive work environment.四、案例题（共2题，每题20分，共40分）Case 1:Imagine you are a hotel manager and a guest has approached you with a complaint about the air conditioning in their room not working properly. How would you handle the situation? Provide a step-by-step approach, including communication with the guest and appropriate actions to resolve the issue.答案：1. Listen attentively to the guest's complaint and show empathy towards their inconvenience.2. Apologize genuinely for the inconvenience caused and assure the guest that their concern will be addressed promptly.3. Communicate with the engineering department to investigate and resolve the issue with the air conditioning.4. Offer immediate alternatives, such as relocating the guest to another room with working air conditioning or providing a temporary fan to alleviate the discomfort.5. Follow up with the guest to ensure that the issue has been resolved to their satisfaction.6. Take note of the complaint and discuss it with the engineering department to prevent similar issues in the future.Case 2:As a hotel front desk agent, you receive a call from a guest who wants to extend their stay for two additional nights but mentions that they found a lower rate online. How would you handle this situation and ensure guest satisfaction?答案：1. Thank the guest for their interest in extending their stay and inquire about the lower rate they found online.2. Politely acknowledge the lower rate they have seen and express your willingness to match or beat that rate.3. Check the hotel's rate flexibility and determine if it is possible to offera lower rate without breaching any policies or agreements.4. If it is within your authority, offer the guest a discounted rate that is equal to or better than the rate they found online.5. If you do not have the authority to adjust rates, promptly escalate the issue to a supervisor or revenue manager who can make a decision.6. Throughout the conversation, demonstrate excellent customer service, actively listen to the guest's needs, and ensure they feel valued and appreciated for choosing the hotel.总结：酒店英语的期末试题及答案提供了一系列与酒店业相关的选择题、填空题、简答题和案例题，探讨了酒店行业的基本概念、职责、管理和沟通等方面知识。

甘肃联合大学2009 —2010学年第 2学期期末考试《饭店英语》试卷A学院 级 专业 班 学号 姓名1、空房2、候房单3、房态4、行李部领班5、免费服务6、turn-down service7、delivery record8、run errands9、a la carte 10、hostessⅡ.Give the terms or phrases according to the meanings ：（10 minutes ）1. Meant for single or more occupancy. It has a sitting room connected to one or more bedrooms. ( )Ⅰ.Translate the following terms or phrases into English orChinese : （10 minutes ）2. A sigh which tells others not to disturb, usually used in the hotel. ( )3. Usually consists of two slices of bread with a layer of food such as cheese or meat between them. ( )4. A person who supervises activities or people, especially workers or students.( )5. Restaurant where you get foods for yourself rather than being served by a waiter or waitress. ( )Ⅲ.Indicate whether each of the following statements is true or false ：（10 minutes ）1. Morning call can be provided only by an operator in a hotel. ( )2. When a guest requires something beyond our power, we can explain the reason according to our hotel policy. ( )3. The waiter can take back the dishes or trays when he is not busy. ( )4. Television is an inexpensive form of advertising, so all hotel use it frequently. ( )5. Table reservation is the first step of restaurant service. ( )Ⅳ.Translate the following sentences into English :（30 minutes ）1、早上好！和平饭店预订处。

I. Word Translation. （1’×10＝10’）II. Comprehensi on Questions (2’×5=10’)Which of the following is not a part of the Housekeeping Department? A. Kiosk B. Laundry C. Health club D. PA2. Which of the following is the receptionist ’s work? A. Check-in B. Make bedC. Clean the roomD. Turn-down service3. Which of the following is not the tableware that usually used in western food? A. chopsticks B. knife and fork C. dessert plate D. napkin4. Which of the following is the service that the Front Desk offers ? A. Room service. B. Photocopying. C. Reservation D. Baby-sitter5. In a formal western party, the “Gentleman of Honor” is usually seats in theABseat of_______.III. True or False. (1’×10＝10’)1. “To reserve a room” means to check-in right now. ( )2. The guest rooms in a hotel are all double rooms. ( )3. The “bellman” of a hotel is also called “concierge”. ( )4. Western people would like to drink some tea first before their dinner. ( )5. If the laundry is collected before 10 am., it can be returned the same day. ( )6. “Room service” refers to clean up the guest room. ( )7. Motels are usually locate in the business center of a city. ( )8. Chinese like to use chopsticks instead of knife and fork when they eat. ( )9. If the guest put “D.N.D” on the door, the room maid can go into the guest roo m and clean it. ( ) 10. It is free for the guest of a hotel to send a fax. ( )IV . Match A with B. (10’)1.得分 阅卷人得分 阅卷人AMotelAirport hotel Suburban hotel Downtown hotel Resort hotel BLocate in central business district.Locate in recreational or leisure attractions. Locate in suburb or the on fringe of a city. Locate in alongside highways. Locate near airport. A 前台 总机商务中心 行李2.V. Practical Translation. (40’)Part A . Translate the following sentences.(2’×10=20’)1. I’d like to reserve a double room from today to the 29th .2. How are you going to pay, in cash or by credit card?3. What would you like for your appetizer?4. Today’s specialty of our restaurant is Stewed Chicken in Beer5. Could you fill out the laundry form, please?6. 请让我刷一下您的卡.7. 下午好，商务中心，有什么可以帮助的么？ 8. 这是红烧牛肉，味道不错。

饭店英语期末测试卷饭店英语期末测试卷一．单项选择（2分*10=20分）（）1.菜系A.cafeteriaB.cuisuieC.delicacyD.dimsum( ) 2. 合资饭店A. state ownedB. joint venture hotelC. tertiary industryD. foreign-funded hotel( ) 3. 客房部经理A. valetB. housemanC. chambermaid housekeeper ( ) 4. 外线电话A. outcallB. outside callC. call outD. out phone（）5. 梳妆台A. bureauB. night standC.bathtubD. wardrode（）6. 旅游胜地饭店A. ResortB. Convention hotelC. Tourist hotelD. State guesthouse（）7. 会计A. accountantB. managerC. workerD. client（）8. 洗衣服务A. washing serviceB. clothes serviceC. cleaning serviceD. laundry service（）9. 鸡尾酒A. cocktailB. coffeeC. coca-colaD. soft drinks（）10. 麻婆豆腐A. Dan-dan NoodlesB. Hot and Sour SoupC. Lampshade Sliced BeefD. Mapo Beancurd二．判断正误（T or F）（1分*10=10分）( ) 1. DDD means Direct Distance Dialing.( ) 2. Tea, wine and coffee have no relation with traditional Chinese culture.( ) 3. For American service, the beverage is served form the g uest’s left side.( ) 4. All the linen in the occupied guestroom must bereplaced every day.( ) 5. The room center is a part of the Housekeeping Department.( ) 6.The first coin in the word was made in England.( ) 7. When the telephone rings, the operator should answer it right away.( ) 8. The term “白酒” in Chinese is the same as the “ white wine” in English.( ) 9. Hotel service is an honorable occupation.( ) 10. The hotel cashier can cash the personal checks for the foreign guests. 三．用所给词的正确形式填空（2分*10=20分）care for would rather since give out see to1.Every citizen should_______ the cleanliness and good order of our city.2.Would you _________ Continental breakfast or American breakfast?3._______you are on your feet, hand me down the tin of peaches, will you?4.I _________try something hot, Sichuan dishes, I think.5.After a whole day’s galloping, the horse _______.go through counts match hand choose6.He ________ to face the new challenge.7.Food and Beverage Department always_______.8.The receptionist _________ the key to the guests.9.Y our jacket does not ________ your pants.10.Now the walk-in guest __________ the check-in formalities.四．补全对话。

饭店英语考试题库及答案1. 以下哪个词组是正确的，用来询问客人是否需要帮助？A. Do you need any help?B. Do you need some help?C. Do you need any assistance?D. Do you need some assistance?答案：A. Do you need any help?2. 如果客人想要点餐，服务员应该如何询问？A. What would you like to order?B. What do you want to eat?C. Can I take your order?D. Are you ready to order?答案：C. Can I take your order?3. 当客人询问饭店是否提供无线网络时，服务员应该如何回答？A. Yes, we do have Wi-Fi.B. No, we don't have Wi-Fi.C. Yes, we have Wi-Fi available.D. No, we don't have internet.答案：C. Yes, we have Wi-Fi available.4. 如果客人想要知道饭店的退房时间，服务员应该如何回答？A. The check-out time is 12:00 noon.B. You must leave by 12:00 noon.C. The check-out time is 12:00 p.m.D. You have to check out before 12:00 noon.答案：A. The check-out time is 12:00 noon.5. 客人想要预订房间，服务员应该询问什么信息？A. How many rooms do you need?B. How many people are you booking for?C. When would you like to check in?D. All of the above.答案：D. All of the above.6. 客人询问房间内是否有吹风机，服务员应该如何回答？A. Yes, we have a hairdryer in the room.B. No, there is no hairdryer in the room.C. Yes, we provide a hairdryer.D. No, you have to bring your own hairdryer.答案：C. Yes, we provide a hairdryer.7. 如果客人想要取消预订，服务员应该如何表达？A. I'm sorry, but we can't cancel your reservation.B. I'm afraid we can't cancel your reservation.C. I'm sorry, but we can cancel your reservation.D. I'm afraid we can cancel your reservation.答案：B. I'm afraid we can't cancel your reservation.8. 客人询问饭店是否有健身房，服务员应该如何回答？A. Yes, we have a fitness center.B. No, we don't have a gym.C. Yes, we have a gym available.D. No, we don't have any fitness facilities.答案：A. Yes, we have a fitness center.9. 客人想要了解饭店的早餐时间，服务员应该如何回答？A. Breakfast is served from 7:00 a.m. to 10:00 a.m.B. You can have breakfast from 7:00 to 10:00.C. Breakfast is available from 7:00 to 10:00.D. All of the above.答案：D. All of the above.10. 如果客人想要结账，服务员应该如何表达？A. Would you like to pay the bill?B. Can I bring you the check?C. Do you want to settle your bill?D. All of the above.答案：D. All of the above.。

班级学号姓名※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※※装订线《饭店实用英语》期末测试二I. Choose the best answer. (10%)1．Please put your used ____ in the basket and leave unused ones hanging on the rack.A. dishesB. towelsC. menusD. keys2. If you need a midnight snack there's a _____ full of potato chips on the floor.A. bellboyB. kitchenetteC.cotD. vending machine3. I’m sorry. I _______ the lamp beside the bed. Can you send a repairman?A. breakB. breaksC. brokenD. broke4. _______ is the ticket to Paris?A. How manyB. How muchC. How farD.How much cost5. Before Mr. White went to bed he_______ the lights.A. switched offB. turned onC. closedD. openedII.Match the words. (10 %)1. the Housekeeping Dept A. 酒吧服务员2. the locker room B. 客房送餐服务3. bartender C. 长途电话4. room service D. 更衣室5. long distance call E. 客服部III. There are 5 incomplete statements here. You should fill in eachblank with the proper form of the word given in each brackets. (10 %)1. He told a story that lacks(continuously)_____.2. I've ______(reinforce) the elbows of that jacket with leather patches.3. My father wanted me to become a (profession)________doctor, but he felt disappointedin the end.4. Long before I went there, Africa was alive in my (imagine)______.5. I couldn't understand her apparent _______(uneasy).IV. Complete the following dialogue. (10 %)A: Hello, I would like to_____1____, please.B: Do you have a reservation with us?A: Yes, I’ve already ____2_____here for tonight.B: May I have your name, please?A: Yes. White Smith.B: May I see your passport, please?A: Ok,_______3_______.B: We have Room 103 reserved for you.B: Would you mind____4_____, please?A: All right.B: Could you sign your name here, please?A: Will that be all right, sir?B: Yes, I hope _______5________in our hotel.V. Translate the following sentences. (20 %)1. 我喜欢朝向大海的房间。

饭店英语试题I.Choose the best answer. (20 points, 1 point each)1. After greeting a new guest, the receptionist’s first action should be to _____.A. check the guest’s reservationB. ask the guest the length of his stay.C. ask the guest to registerD. call the bellman2. I _____ two hotels but they are both fully booked up.A.have triedB. triedC. tryD. will try3. ---- Can I help you?---- ______.A. Yes, pleaseB. Please.C. Yes, you canD. Yes, as you like.4. A half day’s rent is charged _____ a room not vacated after 12:00 noon.A. againstB. forC. toD. in5. At today’s exchange rate, every US dollar is equivalent _____ 8:30 yuan RMB.A. toB. asC. inD. for6. Don’t call her at seven o’clock. She _____ dinner.A. will eatB. is eatingC. will be eatingD. has been eating7. Mr. Bellow asked the information clerk _____ he could help him send a letter to New York.A. ifB. thatC. whoD. where8. The room attendant should _____ the cleanliness of all the rooms.A. work onB. see toC. see to itD. see that9. A: I made the reservation yesterday.B: What did he say?C: He said that _____.A.I had made the reservation yesterdayB.he had made the reservation the day beforeC.he made the reservation yesterdayD.he made the reservation the day ago10. He tried to catch the first bus, but _____.A. as early as possibleB. in vainC. as wellD. on request a doctor11. Generally speaking, the _____ number of each guest room is the same as the room number.A. intensionB. extensionC. intenderD. extended12. Are you sure that the turn-down service _____ at noon?A. will doB. will be doingC. will be doneD. is to do13. There was something wrong with his back and he had to _____.A. lie flatB. hand outC. go offD. tear over14. Personal service do not include the _____ service.A. baby-sittingB. laundryC. morning callD. chamber15. What a careless boy! He _____ his work so soon.A. can’t finishedB. couldn’t finishC. can’t have finishedD. must have finished16. When the restaurant makes a miscalculation in the bill, the waiter has to _____.A.apologize to the guestB.give the guest a complimentary drinkC.say it is the cashier’s faultD.apologize to the guest and change the bill17. No, thank you. We do n’t accept tips, but thank you _____.A. todayB. tooC. alsoD. all the same18. If you come again tomorrow, I’ll have that table _____ for you.A. readyB. reservedC. preparedD. occupied19. Japanese men drink a lot of Sake. It tastes _____ like Shaoxing wine.A. somethingB. somewhatC. somehowD. sometimes20. When the host proposes a toast t his guest, he often says, “_____”.A. Bottoms upB. Bottom upD. Finish drinkII. Translate the following phrases into English. (20points, 2 points each)21. 登记卡22. 行李员领班23. 财务部经理24. 收银部25. 商务中心26. 叫号电话27. 特快专递28. 洗衣袋29. 电话流水表30. 娱乐设施III. Decide whether the following statements are true (T)or false (F). (10 points, 1 point each)31. A cashier should remind his client to keep the exchange slip well.32. Telephone service is round the clock and free of charge in the hotel.33. After registration, the receptionist should wish the guest an enjoyable stay at the hotel.34. Guests feel pleased when the room attendant calls them by the names.35. The room attendant should never touch the banknotes or documents on the desk when cleaning the guestroom.36. Honesty is the best policy.37. The hotel staff should report the problems to the superior no matter what it is.38. When you must leave during the meal, you should put your napkin on the chair and fold it carefully, but never take it away with you.39. Some hotels accept guests’ persona l checks40. Room service means to do service in the guestroom.IV. Translate the following sentences into English. 30points，3 points each)41. 您想兑换哪种货币？42. 怀特先生的电话现在可以打了。