题号I II III IV V VI总分复查得分评卷人得分Part I. Match the expressions with their corresponding pictures.(1’×10=10’)1. standard room ( )2. front desk ( )3. triple room ( )4. bellman ( )5. banquet room ( )6. chef ( ) A B7. room card ( ) 8. double room ( )9. conference room ( ) 10. suite ( )C D E FG H I J得分the sentence with the correct sentences given.(2’×4=8’)R: Good afternoon. Room reservation. 1 ?G: Yes. I’d like to know if you have any rooms a vailable for nightsof March 24th?R: 2 ?G: 40 persons.R: 3 ?G: 2 doubles rooms with twin beds.R: One moment please, sir. Yes, we can confirm that for you.G: Now may I ask you please if you have any special rates?R: Yes, 4 ?G: Thank you very much.A.How many persons are there in your party?B. Can you help me?C. We can give you a 15 percent discount.D. May I help you?E. How many rooms would you like?F. May I have your name, please?’×20=40’)Passage 1Restaurant servicesThere are mainly five kinds of restaurant services. They are guerdon 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. Takeaway service is usually associated with snake 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 likes.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 aseparate price while a table d’hote meal has a fixed price for a complete meal or several courses.1. Which of the following can be a stand-up service?A. gueridon serviceB. silver serviceC. plate serviceD. buffet service2. Why is a takeaway service usually associated with snake bars?A. The food in snake bar is easy to take away.B. People go there by cars.C. Snake bars can be found anywhere.D. Snake bars offerself-catering service.3. What service is it called when the waiter helps to serve your plates?A. the plated mealB. plate serviceC. silver serviceD. the service hotplate4. What meal is it when you can order your dishes separately?A. buffetB. la carteC. table d’hoteD. plate service5. In the context of the passage, available means ________.A. necessaryB. can be gotC. helpfulD. servedPassage 2S erving occurs before, during, and after the meeting.Before the meeting, convention service managers must be concerned with establishing and maintaining a flow of communication among themselves, meeting planners, and other individuals and departments at the convention property.Once a group is booked, guest room reservation information is sent to the group's membership three to six months before the event. There are four reservation systems mainly used for meeting groups: postal reply cards, rooming lists, a city housing bureau and too-free 800 numbers. A large number of meeting attendees are now using fax and e-mail to make their reservations.Service during the meeting consists of a wide array of activities ranging from setting up guestrooms and function rooms to handling emergencies.The hotel's convention service personnel are introduced to meeting planners at a pre-event meeting. The pre-event meeting is generally held a day or two before the start of the event. From that meeting on, the convention service manager will take care of the set-up of meeting rooms and function rooms. Some of the function rooms at ahotel include exhibit halls, ballrooms for banquets, and conference rooms for meetings.Meetings may call for breakfasts, luncheons, dinners with entertainment or dancing. Two other types of food held together with beverage service are refreshment breaks and cocktail receptions with hors d'oeuvres.It is a rare meeting that does not involve audio-visual presentation. The audio-visual equipment used for today's meetings can range from a simple flip chart to a multi-media presentation. A meeting planner should supply a list of all AV needs in advance.Admission of attendees is controlled through registration of delegates. And security in modern hotel is a big problem. There are four critical security periods: move-in, open show hours, closed show hours and move-out.There are a number of other services: printing and duplication, decorations, guest packages, entertainment, telephones, convention hospitality suites, fashion shows, shopping trips, sight-seeing and city tours, etc.Service after the meeting includes such things as paying bills, returning equipment, and evaluating the success or failure of the meeting.6. As the convention service manager, before the meeting one should be concerned with _________.A. sending the reservation informationB. introducing convention service personnel to the meeting plannersC. taking care of the set-up of meeting rooms and function roomsD. a flowing communication7. Nowadays, more and more meeting attendees tend to reserve through ________ .A. mobile phonesB. toll-free 800 numbersC. express deliveryD. e-mail or fax8. During the meeting, the service staff should be responsible to ____________ .A. handle emergenciesB. decorate the exhibition hallsC. call for dinners with entertainment or dancingD. set up meeting rooms9. It is unusual for the modern convention to go without ________________ .A. the simultaneous translation systemB. roving microphonesC. a multi-media presentationD. the audio-visual equipment10. A meeting planner should ______________________ .A. meet the sales personnel at the pre-event meeting.B. take care of the meeting facilitiesC. return the equipmentsD. supply a list of AV needs in advancePassage 3In recent years, Israeli consumers have grown more demanding as they’ve become wealthier and more worldly-wise. Foreign travel is a national passion; this summer alone, one in 10 citizens will go abroad. Exposed to higher standards of service elsewhere, Israelis are returning home expecting the same. American firms have also begun arriving in large numbers. Chains such as KFC, McDonald’s and Pizza Hut are setting a new standard of customer service, using strict employee training and constant monitoring to ensure the friendliness of frontline staff. Even the American habit of telling departing customers to “Have a nice day” has caught on all over Israel. “Nobody wakes up in the morning and says, ‘Let’s be nicer,’” says Itsik Cohen, director of a consulting firm. “Nothing happens without competition.”Privatization, or the threat of it, is a motivation as well. Monopolies (垄断者) that until recently have been free to take their customers for granted now fear what Michael Perry, a marketing professor, calls “the revengeful (报复的) consumer.” When the government opened up competition with Bezaq, the phone company, its international branch lost 40% of its market share, even while offering competitive rates. Says Perry, “People wanted revenge for all the years of bad service.” The electric company, whose monopoly may be short-lived, has suddenly mopped requiring users to wait half a day for a repairman. Now, appointments are scheduled to the half-hour. The graceless El Al Airlines, which is already at auction (拍卖), has retrained its employees to emphasize service and is boasting about the results in an ad campaign with the slogan, “You can feel the change in the air.” For the first time, praise outnumbers complaints on customer survey sheets.11. It may be inferred from the passage that _______.A. customer service in Israel is now improvingB. wealthy Israeli customers are hard to pleaseC. the tourist industry has brought chain stores to IsraelD. Israeli customers prefer foreign products to domestic ones12. In the author’s view, higher service standards are impossible in Israel ________.A. if customer complaints go unnoticed by the managementB. unless foreign companies are introduced in greater numbersC. if there’s no competition among companiesD. without strict routine training of employees13. If someone in Israel today needs a repairman in case of a power failure, ____ _.A. they can have it fixed in no timeB. it’s no longer necessary to make an app ointmentC. the appointment takes only half a day to makeD. they only have to wait half an hour at most14. The example of El A1 Airlines shows that _______.A. revengeful customers are a threat to the monopoly of enterprisesB. an ad campaign is a way out for enterprises in financial difficultyC. a good slogan has great potential for improving serviceD. staff retraining is essential for better service15. Why did Bezaq’s international branch lose 40% of its market share?A. Because the rates it offered were not competitive enough.B. Because customers were dissatisfied with its past service.C. Because the service offered by its competitors was far better.D. Because it no longer received any support from the governmentPassage 4Find the items equivalent to those given in Chinese in the table below.A ─ Chicken with Cashew NutsB ─ Chicken with BroccoliC ─ Chicken with Fresh MushroomsD ─ Double Sautéed PorkE ─ Sweet and Sour Chicken or PorkF ─ Beef with BroccoliG ─ Shredded Pork with Peking Style H ─ Beef Sautéed Szechuan StyleI ─ Chicken and Shrimp Combination J ─ Vegetable DelightK─ Babe Shrimp with Garlic Sauce L─ Baby Shrimp with Hot Chili SauceM ─ Baby Shrimp with Dried Red Pepper N─ Fried Chicken WingsO ─ Roast Pork with Cabbage P─ Shredded Pork with Garlic Sauce16.（）京酱肉丝（）鱼香肉丝17.（）腰果鸡丁（）回锅肉18.（）鲜菇鸡（）爆双丁（鸡丁和虾仁）19.（）素什锦（）炸鸡翅20.（）白菜叉烧（）甜酸肉或鸡得分Part IV. Choose the best Chinese translation for each sentence. (3’×4=12’)1.Would you like a room on the street or on the court?A.你想要一个街上的房间还是庭院上的房间？B.你想要一个临街的房间还是临近挺远的房间？C.你想要一个临街的还是庭院的房间？D.你想要一个房间，临街的还是临近球场的？2.If you have any problems or requests, please don’t hesitate to askus.A.如果您有任何问题，请不要犹豫，问我们。
