2020年全国职业院校技能大赛中职组客房中式铺床部分情景应答及答题要点语口试题库+翻译

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。

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项目英语口试参考题库Part one 句子：中译英：1. 共有几位客人？译：How many people are there in your party？2. 我们已经为您预订一张6点半的餐台。

译：We have reserved a table for you at 6:30.3. 请问您在我们餐厅有预订吗？译：Do you have a reservation with us?4. 早餐的供应时间是7点到9点。

译：Breakfast will be served from 7:00 to 9:00.5. 对不起，这张桌子已经有客人预订了。

译：Sorry, this table has been reserved.6. 请问您有什么特殊要求？译：Do you have any special needs?7. 角落的位子怎样？译：How about a seat in the corner?8. 这张桌子可以吗?译：Will this table be all right for you?9包间已经准备好了，先生。

译：The private room is ready now, sir.10. 您是要坐吸烟区还是非吸烟区？译：Would you like smoking area or non-smoking area?11. 包间的最低消费是800元。

译：For a private room, there is a minimum charge of 800 Yuan.12. 请您在休息室里稍等一下，一有桌子我们就会安排您入座。

译：Could you wait for a moment in the lounge, please？We’ll seat you as so on as we have a table.13. 先生，您的桌子已经准备好了。

2023全区职业院校技能大赛中职组酒店服务赛项专业知识口试题库一、简答题（一）中餐宴会摆台与服务部分简答题1.请列举中国菜旳特点。

答: （1）历史悠久；（2）原料广博；（3）菜品繁多；（4）选料讲究；（5）配料巧妙；（6）刀工精湛；（7）善于调味；（8）重视火候；（9）技法多样；（10）讲究盛器。

2.简述中餐午晚餐点菜单填写旳环节。

答: （1）填写台号、人数、服务人员旳姓名和日期；（2）对旳填写数量和品名；（3）空行用笔划掉；（4）如有特殊规定, 用其他颜色笔注明；（5）冷菜、热菜和点心分单填写, 以便厨房分类准备和操作；（6）点完菜后, 积极推销简介酒水, 填写酒水单。

3.简述接待信奉宗教客人旳注意事项。

答 : （1）熟悉不一样宗教旳餐饮禁忌和礼节；（2）通过察言观色、多种途径理解客人信奉旳是哪种宗教, 有什么忌讳；（3）在菜单上要尤其注明, 交代厨师用料时不可冒犯客人旳忌讳, 并注意烹饪用品与厨具旳清洁；（4）上菜前认真检查, 以免出错；（5）不要议论客人, 不要交头接耳让客人产生误解。

4.简述接受点菜旳要点。

答: （1）首先理解客人有无尤其规定；（2）点菜时应积极简介菜式旳特点, 协助来宾挑选本餐厅旳特色菜, 尤其是厨师当日推荐旳创新菜, 时令菜, 特价菜, 点菜完毕后, 应复述给来宾听, 并问询与否有错漏等；（3）积极向来宾推销酒品、饮料；（4）入厨单应迅速精确, 碰到特殊来宾规定要加以注明, 必要时与生产部门交代沟通。

5.简述英式早餐旳内容。

答: （1）咖啡、茶；（2）多种果汁、蔬菜汁；（3）各式面包配黄油和果酱；（4）冷和热旳谷物, 如玉米片、燕麦粥等；（5）各式蛋类；（6）火腿、香肠和腌肉等肉类。

6.饭店服务质量旳基本规定有哪些？答: （1）以人为本, 内外结合；（2）全面控制, “硬、软”结合；（3）科学管理, 点面结合；（4）防止为主, 防管结合。

7.自助餐厅餐前准备旳详细工作有哪些？答：（1）按规定着装, 准时到岗；（2）按规定和规范做好环境卫生；（3）擦拭和检查各类餐具和器具；（4）备足开餐时所需旳调味品；（5）装饰布置自助餐台；（6）按规范摆放食物和摆台；(7) 参与餐前会；（8）站立恭候客人光顾。

2013年省第十届中职技能竞赛旅游效劳类“客房中式铺床〞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，饭店客房可围五大功能区，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、平安设备四大类。

3.客房的最主要的家具是床。

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，即一次性消耗品和屡次性〔重复性〕消耗品。

6.房态缩写OCC指客人正在住用的房间〔实房〕。

7.房态缩写S/O指已被出租，但住客晚间未归的房间〔宾客外宿房〕。

8.房态缩写DND表示该客房的住客因睡眠或其他原因而不愿被人打搅〔请勿打搅房〕。

9.房态缩写MUR指请即清扫房。

10.hotel use指的是饭店临时自用房。

11.客房的茶具消毒方法分为物理消毒和化学消毒剂消毒。

12.床的高度，考虑到美观、协调及便于效劳员操作等因素，一般应在40~60厘米之间。

13.客房部一般下设六个部门：经理办公室、楼层、公共区域、客房效劳中心、布件房和洗衣房。

14.国外饭店客房部习惯采用的对客效劳的模式是客房效劳中心模式。

15.客房效劳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、客房劳务质量和平安卫生质量等五个方面。

16.为了保证房间状态的准确性，客房部必须每天三次向前台出示房态报告，时间分别是早上9点、下午3点和21:00 。

17.酒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。

18.挂有“请勿打搅〞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。

19.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。

20.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。

21.客房效劳工程的设立要遵循适合和适度的根本原那么。

22.个性效劳分为被动效劳和主动效劳两个层次。

2019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部分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 ver y nice 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 will 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 him tobook a table for 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 apologize and say “let me see if we can find a table on the other side of the restaurant, it is a bit quiet there.”8. Q: Ask the guests’ 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 bil l. 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 juice.A: What kind of fruit juice would you prefer? We have grape juice, kiwifruit juice and 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 will 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 table 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! See you next time.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 are recommending 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 popular 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 dishesare 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 “Sorry,sir.Our bar is non-smoking.But we have smoking area outside the bar over there”。

全国职业院校技能大赛“酒店服务”中职组客房中式铺床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，饭店客房可范围五大功能区，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.客房的最主要的家具是床。

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.房态缩写OCC指客人正在住用的房间（实房）。

7.房态缩写S/O指已被出租，但住客晚间未归的房间（宾客外宿房）。

8.房态缩写DND表示该客房的住客因睡眠或其他原因而不愿被人打扰（请勿打扰房）。

9.房态缩写MUR指请即打扫房。

10.hotel use指的是饭店临时自用房。

11.客房的茶具消毒方法分为物理消毒和化学消毒剂消毒。

12.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。

13.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。

14.国外饭店客房部习惯采用的对客服务的模式是客房服务中心模式。

15.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。

16.为了保证房间状态的准确性，客房部必须每天三次向前台出示房态报告，时间分别是早上9点、下午3点和21:00 。

17.酒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。

18.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。

19.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。

20.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。

21.客房服务项目的设立要遵循适合和适度的基本原则。

22.个性服务分为被动服务和主动服务两个层次。

2020年河南省中等职业教育技能大赛酒店服务赛项专业知识口试题库客房中式铺床部分一、简答题1.简述客房设备用品配置的基本要求。

答:(1)体现客房的等级和礼遇规格；(2)广告推销作用；(3)客房设施的配套性；(4)摆放的协调性；(5)以功能需要为转移，功能与美观相统一；(6)反映现代化需求，又要体现民族风情和地方特色。

2.预订客人抵达饭店后，无房间可安排入住，该如何处理？答: (1)饭店负全部责任；(2)事先联系好其他备用饭店；(3)承担房间差价(订房的客人多数为协议客人，协议价往往低于其他饭店房价)；(4)免费提供车辆送、接客人到别的饭店；(5)客人离店前做第二天预订，收定押金，按VIP客人礼遇接待。

3.有访客到前台接待处，希望帮助查询某住客房号时，怎么办？答:(1)询问访客姓名及与房客关系；(2)对访客表示理解，请其稍候；(3)避开访客与住客联系，询问是否可将房号告知访客；(4)如住客不同意，则婉言告之访客该宾客可能是以他人姓名登记入住饭店或是未下榻本饭店；(5)特殊情况及时上报当值主管；(6)通知保安人员注意访客和住客的动向，防止发生争执，同时密切注意住客的消费情况防止逃账。

4.遗留物品处理的简要程序是什么？答: (1)发现客人的遗留物品，要及时送交客人；(2)如果客人已离开饭店，要积极与客人取得联系并遵照客人要求处理；(3)无法交还客人的物品，要详细填写宾客遗留物品登记表。

5.客房设备资产管理的内容包括哪些？答: (1)设备分类编号；(2)设备登记；(3)设备建档。

6.客房产品的特点有哪些？答:(1)价值不能贮存(2)所有权不发生转移(3)以暗的服务为主(4)随机性与复杂性7.简述空房的清扫要求。

答:(1)用干抹布除去家具设备及物品的浮尘；(2)每天将浴缸和脸盆的冷热水及便器的水放流1—2分钟；(3)连续几天为空房的，要吸尘一次；(4)检查客房有无异常情况；(5)检查浴室“五巾”是否因干燥而失去弹性和柔软度，如不符合要求，要在客人入住前更换；(6)给地漏注水。

2019全国职业院校技能大赛中职组酒店服务赛项英语口试赛卷一、中餐宴会摆台与服务部分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 nice 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 will 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 him tobook a table for tomorrow evening.A: I’m sorry. We are f ully 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 apologize and say “let me see if we can find a table on the other side of the restaurant, it is a bit quiet there.”8. Q: Ask the guests’ 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 juice.A: What kind of fruit juice would you prefer? We have grape juice, kiwifruit juice and 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 will 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 table 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! See you next time.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 hoste ss, 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 are recommending 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 w ait 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 popular 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 dishesare 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 “Sorry,sir.Our bar is non-smoking.But we have smoking area outside the bar over there”。

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。

2016年山西省职业院校技能大赛中职组中式铺床赛项（理论测试样题及参考答案）题型一单选题1.设立客房服务中心这种模式可以减少人员编制，降低劳动力成本支出；并有利于( C )。

A.提高服务效率B.突出人情味的服务C.对客房服务进行集中统一调控D.安全管理2.服务员要求打扫客房时,必须轻敲客房门时,并说"( C )"。

A.Is there anybody insideB.HousekeepingC.Housekeeping May I come inD.I'm room attendant3.( C )主要负责全面客房及楼层公共区域的清洁保养和客房对客人的服务工作。

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4.在饭店里,英文缩写"OCC"表示( A )A.客人正在住用的房间B.客人已结账并已离开的客房C.客房已被租用,但住客昨夜未归D.长期由客人包租的房间5.客房消耗物品的定额一般以( A )作基础确定每天的需要量。

A.开房率B.标准间的数量C.入住率D.物品消耗率6.客人使用过的刀.叉.勺.咖啡壶等器皿，最好用( D )进行消毒。

A.沸煮消毒法B.浸泡消毒法C.化学消毒法D.高温消毒法7.为了给宾客创造一个良好的休息和居住的环境，在客房装饰布置时，必须注意色彩的合理运用。

装饰布置朝南和朝北的客房分别宜采用( B )色调。

A.明快和偏冷B.偏冷和明快C.较冷D.明快8.服务员打扫住客房时，对写字台上客人的零散物品，正确做法是( A )。

A.不动客人的物品，以免客人怀疑丢失物品和损坏物品B.为了保持客房的整洁，可将客人的零散物品放入皮包里C.为了保持客房的整洁，应将客人的零散物品整理整齐D.为了保持客房的整洁，应将客人的零散物品放在抽屉里9.做夜床时，标准间一人住时，一般( C )。

A.随便开一张床B.两张床都开C.只开靠卫生间的一张床D.只开靠沙发边的床10. 以下不属于饭店客房房间周期清洁保养项目的有（ A ）。

中职学校学生酒店服务技能竞赛（客房中式铺床）英语口试题库情景应答及答题要点：1. Q: How do you respond if a guest wants to buy something nice to take back to his little girl?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 tells you that he prefers it later because 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 110 volts?A: I will tell the guest that the electrical voltage in China is 220 volts. And I will sendher a transformer or a hairdryer for 220 volts.4.Q: What will you say if the guest tells you the temperature in the room is not agreeable?A: Don’t worry. I will adjust the air-conditioning for you.5.Q: If the guest comes to you and says he can’t open the door with the key to his room, 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. Bellows who 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 have his 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 the guest？A: I will introduce the equipment, the services provided, special facilities and the view the guest may get from the room.9.Q: You show the guest to his room, and he asks where he can get the slippers. What will you say?A: “Let me get the slippers for you, they are here in the wardrobe.”10.Q: If the guest says he would like to sleep late the next morning, what will you suggest?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 cool off 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 have a 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 havea stain on his clothes removed?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 is rare, while he asked for well-done? A: I’m terribly sorry. I will inform the Food and Beverage Department; th ey’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 make a 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: Tell the guest how to use t he “Make up Room” sign.A: If you want the housemaid to make up your room earlier, just hang the “Make up Room” sign outside on the door.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: Inform the guests about the free shoe shining service of the hotel.A: The hotel provides free shoe shining service for the guests. Just put them into the shoe basketifyou want to have them polished.22.Q: Tell the guests about the voltage difference between the USA and China; remind him 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 be off 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 his breakfast 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 the room. 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 baggagedelivery.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 room smells 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 to his 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 his room.A: Yes, sir. You can make a direct-dial international call from your room. Please dial 9 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 is missing, 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? / Can I be of assistance?37.Q: Apologize for the inconvenience caused to the guest, and assure him it will not happen 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 FrontDesk?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 enter when 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 the bell 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 waitingin 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?51.Q：What would you say if the guest wants you to bring some drinks for him?A：I will send them to your room right away.52. Q：You are going to clean the room for the guest, but he tells you that it is notconvenient for him now, what will you say?A：I’ll say: That’s all right. I will be back later. What time would be convenient,sir?53. Q：What will you do if the guest says that she wants to use her hairdryer but it’s110 volts?A：I will send her a transformer or a hairdryer for 220 volts.54.Q：You are going to make turn-down service for the guest, but he is working,what will you do?A：I will ask the guest if I should do it now. If not, I will ask him when it will beconvenient for him.55.Q：What would you say if the guest tells you the temperature is low in the room?A：I will adjust the air-conditioning for you.56.Q：What would you say when you want to know whether the guest needs somemore help?A：Is there anything else I can do for you?57.Q：If the guest complains that there is hair all over his bathroom counter and inhis tub, what will you do?A：I will apologize first. And then explain that cleanliness is very important to usI will have a room attendant take care of that immediately.58.Q：If a guest calls to complain that his room key does not work, what will yousay?A：I’m sorry for the inconvenience. I will make you a new key right now,however I need your identification please.59.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 internet service in the room, andthere is an internet caféin the hotel as well.60.Q：How will you introduce a guestroom to the guest？A：I will introduce the equipment, the views, the services provided and so on tothe guest.11。

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参考题库Part one 句子：中译英：欢迎光临我们酒店。

译：Welcome to our hotel.先生，请让我为您介绍一下房间设施。

译：Let me introduce the room to you, sir.在房间上网是免费的。

译：We offer free internet service in the room.先生，这是您的房间钥匙。

译：Here is your room card, sir.祝您在我们饭店过得愉快。

译：I hope you will enjoy your stay in our hotel.对不起，请问有没有要洗的衣服？译：Excuse me, do you have any laundry?我们随时为您服务。

译：We are always at your service.请问1628号房间在哪？译：Excuse me, where is Room 1628, please?请问您的衣服要怎么洗？译：How would you like your laundry cleaned?请问您房号是多少？译：May I have your room number, please?我带您去您的房间。

译：I will show you to your room.房间里有小冰箱。

译：There is a mini-bar in the room.我现在可以打扫您的房间吗？译：May I make up/clean your room now?酒店为客人提供免费的擦鞋服务。

译：The hotel provides free shoe shining service for the guests.抱歉，单人间已经全部订满了。

译：I’m sorry, our single rooms are fully booked.离开房间时请记得带钥匙。

2015年广西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。

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(定稿)一、简答题1. 简述饭店套房的类型。

答：（1）标准套房；（2）连通套房；（3）商务套房；（4）豪华套房；（5）总统套房等。

2. 饭店防火工作要求服务人员的“三懂”是什么？答：（1）懂得本岗位发生火灾的危险性；（2）懂得预防火灾的措施；（3）懂得灭火方法。

3. 饭店防火工作要求服务人员的“四会”指什么？答：（1）会报警；（2）会使用消防器材；（3）会扑救初起火灾；（4）会疏导宾客。

4. 遗留物品处理的简要程序是什么？答：（1）发现客人的遗留物品，要及时送交客人；（2）如果客人已离开饭店，要积极与客人取得联系并遵照客人要求处理；（3）无法交还客人的物品，要详细填写宾客遗留物品登记表。

l5. 客房设备资产管理的内容包括哪些？答：（1）设备分类编号；（2）设备登记；（3）设备建档。

6. 客房设备的更新分为哪几种？一般为期多长时间就要更新？答：（1）常规修整：每年至少进行一次；（2）部分更新：客房使用达3～5年时应实行更新计划；（3）全面更新：10年左右进行一次。

7. 客房部人员的招聘一般包括哪些步骤？答：（1）准备阶段（2）宣传、报名阶段（3）考核录用阶段 (包括初试、笔试、面试、体检和政审) 8. 客房清扫的基本方法有哪些？答：（1）从上到下；（2）从里到外；（3）环形清扫；（4）抹布干湿分开、折叠使用等。

9. 客房清扫保养的准备工作有哪些？答：（1）签领客房钥匙；（2）准备清洁工具；（3）了解、分析房态；（4）确定清扫顺序等。

10.周期清洁保养工作的实施与控制的内容包括哪些？答：（1）准备好清洁工具；（2）安排好周期清洁保养工作；（3）做好检查记录工作；（4）注意安全。

11.客房部内部逐级检查制度包括哪些内容？答：（1）服务员自查；（2）领班全面检查；（3）主管抽查；（4）经理抽查。

12.客房店级检查体系包括哪些内容？答：（1）大堂副理检查；（2）总经理检查；（3）联合检查；。

2020年河南省中等职业教育竞赛活动技能大赛客房中式铺床理论知识题库一、单项选择题1．宣传职业道德有利于协调( B )与企业的生存、发展要求之间的矛盾，力求取得一致。

A、饭店员工的世界观、服务模式B、从业人员的价值观、行为模式C、求职人员的择业观、管理模式D、从业人员的职业观、行为模式2．客房是酒店为客人提供（ A ）的主要部门。

A、服务B、餐饮C、管家D、酒水A、预离抵表、开床报表B、开床报表、出纳报表3．客房部常用的报表( A )。

C、预抵报表、采购报表D、预离报表、资产报表4．( C )的优势之一是节约能源。

A、餐饮系统B、前台系统C、客房控制系统D、后台系统5．磁卡门锁的性能有( C )。

A、消费记账和开启房门B、提示客人开关门和取电卡C、开启房门与取电，提示关门和记录进房时间、次数D、可以点播和开启房门6．酒店取得营业收入的主要部门是（ C ）A、康乐部B、餐饮部C、客房部D、商场7．控制蟑螂的方法是保持环境清洁，食物收藏好，死角定期打扫，( B )，专家指导布放药物、诱饵。

A、随见随灭B、向有蟑螂出没的地方（管道、水池）喷洒专门杀虫剂C、布放粘蟑螂的胶D、通风、喷洒空气清新剂8．做为墙饰的要求，墙饰的选材要与( C )相一致。

A、客房的间数与规模B、客房的等级和墙面的大小C、本地区风俗习惯及宗教信仰D、客房的家具不止风格9．墙饰壁挂艺术品在处理手法上要突出主墙，一般不宜置于( A )墙上。

A、沙发对面B、床右侧C、床尾部D、沙发上方10．饭店应创建一支有理想、有道德、有文化的高素质员工队伍，实现由单纯制度管理向( C )的转变。

A、制度管理与质量管理、道德管理相结合B、制度管理与文化管理、素质管理相结合C、制度管理与文化管理、道德管理相结合D、制度管理与标准化管理相结合11．可拆分的大套房和连通房的定价，可按照出租形式分别采用( C )。

A、优惠价或折扣价B、旺季价或淡季价C、整套价或拆分价D、团队价或散客价12．衡量饭店经营管理和服务水平的重要标志之一是：提供各种( A )，让客人( )全方位享受。

初级客房效劳员应知局部操练题〔答案〕三、简答题1、什么是礼节礼貌？答：礼节是向别人暗示敬意的一种形式，礼貌是指在社会交往中人与人之间必需遵循的必然的行为尺度。

2、客房效劳员正确的站姿要求？答：要昂首、挺胸、收腹；站直，姿势挺拔，眼睛平视前方，面带微笑；双手自然下垂或交叉，右手轻握左手；女员工站立时双脚呈V 字型，男员工双脚与肩同宽；见到客人要问候。

3、夜床效劳的主要程序？答：进房，放晚报；开灯查抄、拉上窗帘；收拾垃圾，清理桌面；更换茶具、补充茶叶；查抄电视机、小酒吧，补充酒水；开夜床；整理卫生间、更换用过的棉织品、铺好地巾、放好防滑垫。

4、清扫空房的程序？答：查抄房态是否正常，查抄设备设施；开窗通风；家具、设备抹尘；持续几天空房要吸尘、卫生间巾类因枯燥变硬要更换；卫生间脸盆、浴缸、马桶要放水。

5、住店客人生病应如何效劳？答：要暗示关心和乐意帮忙，礼貌地询问病情，提醒客人饭店有医务室或驻店大夫效劳。

对在房内病卧客人，应把纸巾、热水瓶、水杯、纸篓等放在客人床边，并送上热毛巾。

效劳员要当令询问客人有无特殊要求，建议并协助客人与就近的亲朋熟人联系，提醒客人按时吃药，保举适合客人的饮食。

随时留意房内动静，陈述上级，并将客人房号和生病概况记录在工作日报表上。

客房部办理人员应亲自慰问病客，送鲜花、水果等，祝客人早日康复。

6、客房清扫效劳员的岗位职责？答：清扫客房，补充客用品；查抄并及时陈述客房设备设施、物品少损情况；查抄并记录客房小酒吧情况；不雅察客人的习惯、爱好，提供符合其需求的清扫效劳；当真填写工作报表；当真完成上级交办的其他工作任务。

7、客房发生火灾的主要原因有哪些？答：抽烟、电器着火、客房内明火作业以及防火安然系统不健全等。

8、客房效劳员在工作中应注意哪些方面的操作安然？答：工作中应留意是否有危险的工作情况，及时排除；不成将手伸进垃圾桶，以防有尖物受伤；地面有水、油污要及时抹干；爬高、举重物注意姿势，爬高要用梯架，高空作业要系安然带；客房清扫时，门要敞开；东西要靠边靠墙放，线要收好，以防绊倒；玻璃、镜子破裂要先用强力胶纸帖住，尽快更换，家具不稳要维修、有钉要去除；制服裤子太长要修短；使用清洁剂要用橡胶手套；清洁剂、杀虫剂要与食品分仓放。