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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 ）。
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。
我会送她一个220伏的变压器或吹风机。
4. Q: What should you say when you give the registration form to the guest as a receptionist?当你把登记表交给作为接待员的客人时，你应该说什么？A: Sir, here is your registration form, please check your information,if everything is right, please sign your name here.先生，这是您的登记表，请核对您的信息，如果一切正常，请在这里签名。
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?如果客人来找你说他不能用房间的钥匙开门，你会怎么做？A: I will go and have a check with him, and help to have his key changed if necessary.我去和他核对一下，必要时帮他换钥匙。
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.试着把旅馆里不同类型和风格的房间介绍给贝洛斯先生，他正在通过电话预订房间。
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.贝洛斯先生，您想要什么样的房间？我们有日式、英式、罗马式、法式和总统式单人房、双人房、套房和豪华套房。
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?一位客人告诉你他正在参加一个重要的会议，他想让人尽快干洗他的西装。
你会做些什么来帮忙？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.我建议他选择快件洗衣服务。
快件要加收50%的费用，但洗好的衣服将在4小时内寄回给他。
8.Q: What’s the information you give when you’re introducing a guestroom to theguest？当你向客人介绍客房时，你会提供什么信息？A: I will introduce the equipment, the services provided, special facilities and the view t he guest may get from the room.我将介绍房间的设备、提供的服务、特殊设施和客人可以从房间看到的景色。
9.Q: When the guest wants to do the early departure, what should you ask as areceptionist?当客人想提前离开时，作为接待员你应该问些什么？A: Sir, today is not your departure date. Would you want to leave earlier?先生，今天不是您的出发日期。
你想早点走吗？10.Q: If the guest says he would like to sleep late the next morning, what will you suggest?如果客人说他第二天早上想晚睡，你有什么建议？A: Please press the “Do Not Disturb” (DND) button before you go to bed, and you won’t be disturbed the next morning.睡觉前请按“请勿打扰”（DND）按钮，第二天早上您就不会被打扰了。
11.Q: A guest wonders if the outdoor swimming pool of the hotel is a right place to cooloff and relax.一位客人想知道酒店的室外游泳池是不是一个合适放松自己的地方。
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.我们的室外屋顶游泳池有一个150米长的游泳池。
在忙碌的一天之后，它为客人提供了一个绝佳的清凉和放松的绿洲。
12.Q: If the guest asks you to look after the baby for her, what will you say?如果客人让你帮她照看孩子，你会怎么说？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.对不起，夫人。
我不能那样做。
这违反了我们酒店的规定。
但是我们有很好的保姆服务。
这些保姆受过良好的教育，而且可靠。
13.Q: What will the attendant say to help if a guest asks to have a stain on his clothesremoved?如果客人要求去除衣服上的污渍，服务员会怎么回答？A: Sure. We will try our best to remove the stain but we cannot guarantee the result.当然可以。
我们将尽力去除污渍，但我们不能保证结果。
14.Q: What will you say if the guest complains the beef steak sent by Room Service israre, while he asked for well-done?如果客人抱怨客房服务部送来的牛排太少了，而他要求的是熟透的牛排，你会怎么回答？A: I’m terribly sorry. I will inform the Food and Beverage Department; they’ll see tothe matter and have another steak prepared to your appetite.非常抱歉。
我会通知餐饮部的，他们会处理此事，再给你准备一份牛排。
15.What will you say if there is no room available for the guest who is calling to make areservation?如果打电话来预定房间的客人没有空房间，你会怎么说？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.对不起，我们已经订满了。
