酒店英语试题.doc

《酒店情景英语》期末考试试卷附答案一、单选（每小题5分，共70分）1.The word “reservation” equals toA.ServiceB. BookC. InvestmentD. Settle the bill2.“double room” isA.单人间B. 标准间（配两张单人床）C. 双人间（配一张双人床）D. 三人间3.ID card isA.登记卡B. 房卡C. 信用卡D.身份证4.“walk-in guest” meansA.没有提前预定房间的客人B. 走着的客人C. 走着进来的客人D. 入住的客人5.The word “deposit” in our book refers toA.存钱B. 押金C. 取钱D. 维修6.All the words below are used in Launder Services exceptA.shrinkB. mendC. beverageD. stain7.Sichuan cuisine is and contains chili.A.sourB. sweetC. hotD. salty8.The word “cuisine” meansA.热辣的B. 菜系C. 苦干的D. 大堂吧9.The word “miscalculation “refers toA.确认B. 算账C. 结账D. 算错账10.火腿A.SausageB. hamC. hot legD. pork leg11.Where is the washroom?A.前台在哪里？B. 商店在哪里？C. 可以为我叫出租车吗？D. 洗手间在哪里？12._____________in our check-in procedures since the new manager took over.A.There are changesB. Changes have been thereC. There have been changesD. We have changes13.What should the reservation clerk says first when he/she answers the phone?A.Reservations, may I help you?B. Welcome to our hotel.C. please come to our hotelD. Please enjoy your stay.14.Which of the following is not the tableware that usually used in western food?A.ChopsticksB. knife and forkC. dessert plateD. napkin二、连线题（每小题3分，共30分）酒店情景英语参考答案：二、连线题。

试卷代码：南京城市职业学院2015-2016学年度第二学期酒店管理专业酒店英语期末考试试题班级：学号：姓名：2016年6月一、单选题（每题1分，共20分）1、Good morning. _______ I help you?A、WouldB、MustC、MayD、Am2、I would like to _________ a room, please.A．order B、book C、see D、look3. It’s very kind __________ you to help me.A．of B、to C、by D、for4. What’s the ________ for a double room?A. rightB. rate C、money D、for5. I would like to book a double room ________ bath.A. withB. of C、by D、for6.Excuse me, sir. You need to ________ the form.A. fill inB. fill on C、fill of D、fill for7.We are looking forward to __________ you.A. seeB. saw C、seeing D、sees8.I'm afraid we are fully booked _______ the 5th.A. withB. of C、by D、for9.Do you want to pay _____ cash or _____ credit card.A. in inB. by by C、by in D、in by10.The porter will show you _______ your room.A. withB. to C、by D、for11.My flight will leave ______ 6 pm today.A. withB. on C、at D、for12.The hotel is full and there is someone ________ your room.A. takeB. To take C、takes D、taking13.Let me _______ you with your luggage.A. helpB. helping C、helps D、to help14.May I _________ the curtain?A. drawB. Turn on C、turn off D、make up15.______ the way, how long will it take to clean the room?A. WithB. On C、By D、For16.Can you __________ the air conditioning?A. drawB. Turn on C、turn off D、make up17.Do you want these shirts to be ________?A. starchB. starches C、starched D、starching18.Let me help you _______ your luggage?A. byB. with C、on D、of19.I hope you will _______ a morning call at 7:00.A. arrangeB. arranges C、arranged D、making20.I'll ask a porter to _________ your luggage.A. take careB. take care of C、take care off D、look二、根据对话填写入住单（每题1分，共10分）R: Ok .I’ve found it. Checking out on the 27th?G: That’s right.R: Can I take a credit card for the deposit?G: Yes, sure. Also, I’d like a non-smoking room please.R: Certainly madam. Here’s your key. Your room is on the 7th floor and on the left. Room 781. Check-out time is at 12:00 noon. By the way, you are from America, I’m right?G: You are right. And I’ll stay in your hotel for 4 nights.三、根据情境完成对话.（每题2分，共40分）Part oneA：Good morning . What can I do for you, sir ?B：Yes, （我想预定一间房间。

1.What are the responsibilities of a receptionist?2.What are the responsibilities of a room attendant ?3.Guest:Your name is Mark brown. You’d like to reserve a single room away from the streetfrom 12 to 15 April. You are calling the hotel.Receptionist: You answer the phone and accept the booking.4.Guest: Your name is Mary Liu. You are in room 1234 and you want to check out. When yousee the bill you find there is a laundry charge for 68 yuan, but you did not use the laundry service.Cashier: when the guest complains about the overcharge, you recheck the bill and find that you have really made a mistake. You apologize to the guest and make out another bill.5.Guest: you are the guests and have come to the restaurant with a reservation. You havereserved a private room in 301.Hostess: lead the guests to their room and take the menu for the guests.Waitress: take order for the guest.Guests: You have no idea about the Chinese dish. You ask the waitress to recommend some dishes.Pickled cucumber 酱黄瓜Steamed beaf balls 蒸牛肉丸Kong Pao Chicken Jacket potato 带皮烤的马铃薯Spicy Chicked 怪味鸡Fried mandarin fish in squirrel shape松鼠桂鱼Twice-cooked pork slices 回锅肉Beijing roast duck 北京烤鸭Sweet and sour pork 咕噜肉填空和是非题在第一二单元短对话表格题第三单元词组翻译和句子翻译以第一第二单元测试题为主IV. Answer the following questions. (2*10)1.As a receptionist, how do you confirm a guest’s reservation?Repeat the information the guest provides, such as the guest’s name, the room type, guest’s arrival and departure dates, special preference, etc..2.Do you know how many types of room a hotel can usually provide?There are usually 7 types of room in a hotel and they are single room, double room, twin room, triple room, junior suite, business suite and deluxe suite.3.As a receptionist, what would you say if you don’t know the spelling of a guest’sname?How do you spell your name, please?4.As a bellman What would you say if you are not sure which one is the guest’ssuitcase?Could you tell me some features of your suitcase, please?5.Do you know how many ways in which the guests can usually pay their hotelbills?There are usually 5ways: traveler’s check, credit card, personal check, cash and foreign currency.6.As a cashier, if a guest complains his bill is wrong, what would you say to him?7.What would the housemaid say when it’s inconvenient for a guest to haveturn-down service?When would you like me to do the service?8.As a housemaid, what would you say when a guest has a special request forcleaning his room?I’ll be glad to do it for you?9.How do you express that you are pleased to serve guests?We are always at your service.10.Can a room attendant buy something for the guest while working withoutsuperior’s approval? Why or why not?No. it’s against the hotel policy.11.What does the guest usually request if he wants to meet his friends in his room inthe morning?He/She usually wants the room made up early.12.As a room attendant, what would you do if the ill guest calls you and tells you thename of the medicine he wants?Help the guest to see a doctor first.13.As a room attendant, what would you do if you can’t go shopping for a guest?Apologize first and ask for someone else to do it.14.What would you do if there is no food or beverage that the guest ordered?Apologize and recommend a different dish or drink.15.What should a receptionist do if he or she has something unclear about thereservation?Ask the guest again to make it clear.16.What would you say if you want to ask for the guests food order?May I have your order now, Sir/Madam?17.What would you do if a guest is not familiar with the food on offer?Recommend certain food to the guest.18.How do you ask whether you can serve the dishes or not?Excuse me, may I serve the dishes to you?19.What would you say to a guest to ask him or her to wait whild you are preparingthe bill?I’m sorry! I’ll check it. Please wait a moment.20.As a cashier, how can you check whether a bill is correct?Show the bill to the guest and ask him to check it.。

《实用酒店英语》考试试题一一、单项选择题1、在酒店中，以下哪个选项的英文缩写是正确的？A. GM -总经理B. PM -部门经理C. ASM -大堂副理D. FOM -前台接待正确答案是：A. GM -总经理。

2、当客人询问房间价格时，以下哪个表达是正确的？A. The rate for a room is $200 per night.B. The price for a room is $200 per night.C. The cost of a room is $200 per night.D. The fee for a room is $200 per night.正确答案是：A. The rate for a room is $200 per night.3、下列哪个词组不是表示“在……之下”的意思？A. under the tableB. under the circumstancesC. under the weatherD. under the sun正确答案是：C. under the weather二、多项选择题1、下列哪些是酒店前台接待常用的英语表达？A. May I help you?B. What can I do for you?C. How may I address you?D. How may I assist you?正确答案是：ABCD。

2、酒店中，下列哪些情况需要使用“Could you please…?”的句型？A.请客人稍等时B.请客人帮忙时C.请客人确认预订时D.请客人开房门时正确答案是：ABC。

三、判断题3、“Check out”是指“结账离开酒店”。

（）正确答案是：对。

解释：在酒店中，“Check out”是指客人结账并离开酒店，通常在酒店前台进行。

客人需要出示房卡并支付房费，然后离开酒店。

因此，这个表述是正确的。

一年级期末考试英语试题一、听力部分1、请听录音，选出你听到的单词或短语。

酒店英语考试试题及答案一、听力理解（共20题，每题1分，共20分）1. What is the man's phone number?2. What does the woman want to order?3. Where is the conference room located?4. When does the restaurant open for dinner?5. How long will the hotel hold the reserved room for the guest?6. What is the discount rate for hotel guests at the spa?7. What is the weather like today?8. What time does the airport shuttle leave?9. What is the man's complaint about the room?10. What is the woman's suggestion for the tour?二、单项选择（共20题，每题1分，共20分）11. A: Excuse me, could you please help me with my luggage?B: ______.A. You're welcome!B. No problem!C. I don't think so.12. The hotel offers ______ breakfast every morning for the guests.A. freeB. costlyC. limited13. The receptionist asked the guest ______.A. how long would she stayB. how long she was stayingC. how long she will stay14. A: Could you recommend a good restaurant nearby?B: ______. There are many options within walking distance.A. Sorry, I can't.B. Of course, I can.C. No, I can't.15. The fitness center is located ______ the swimming pool on the third floor.A. aboveB. belowC. beside16. A: Can I borrow a hairdryer?B: I'm sorry, all our hairdryers ______ at the moment.A. are repairingB. are being repairedC. are repaired17. The hotel provides ______ service for guests who need assistance with their luggage.A. conciergeB. housekeepingC. valet18. A: Is the hotel pet-friendly?B: Yes, ______. We allow small pets with an additional fee.A. it isB. they areC. we do19. The hotel offers a ______ of recreational activities, such as tennis and swimming.A. rangeB. choiceC. selection20. A: Excuse me, is there a 24-hour room service in this hotel?B: Yes, the room service is available ______ the clock for your convenience.A. aroundB. acrossC. throughout三、完型填空（共10题，每题1分，共10分）(A)Dear Mr. Smith,I am writing to express my 21 for the wonderful experience I had during my recent stay at your hotel. The excellent 22, comfortable accommodations, and impeccable 23 made my visit truly enjoyable.Firstly, I would like to commend the 24 staff for their exceptional service. They were always attentive and willing to assist with any 25 or concerns I had. Their friendly and professional attitude 26 me feel welcome throughout my stay.Moreover, the room I stayed in was spacious, clean, and well-appointed. The 27 bed ensured a restful sleep, and the modern amenities provided added convenience. I appreciated the attention to detail in maintaining cleanliness and comfort.Lastly, the hotel's dining options exceeded my expectations. The diverse menu offered a wide 28 of dishes, and the food was delicious. The restaurant staff was attentive and provided excellent recommendations.Overall, I am highly impressed with the quality of service and facilities at your hotel. I would not hesitate to 29 it to friends and colleagues who plan to visit the area. Thank you once again for a memorable stay.Yours sincerely,[Your Name]21. A. gratitude B. complaint C. disappointment22. A. ambiance B. accommodations C. amenities23. A. atmosphere B. attitude C. service24. A. reception B. cleaning C. restaurant25. A. questions B. reservations C. complaints26. A. made B. had C. gave27. A. comfortable B. queen-sized C. luxury28. A. assortment B. variety C. range29. A. promote B. recommend C. visit四、阅读理解（共10题，每题2分，共20分）(A)Welcome to Sunlight Resort & Spa!Experience luxury and relaxation at our five-star resort located in the heart of a tropical paradise. With stunning ocean views, world-class dining,and a wide range of amenities, your stay at Sunlight Resort & Spa will be unforgettable.Accommodations:Choose from our spacious and elegantly designed rooms, each equipped with modern amenities such as flat-screen TVs, mini-fridges, and complimentary Wi-Fi. Each room features a private balcony or terrace, providing breathtaking views of the ocean or our lush gardens.Dining:Indulge your taste buds at our on-site restaurants, offering a diverse range of culinary delights. From fresh seafood to international cuisine, there is something to satisfy every palate. Don't forget to try our signature cocktails at the poolside bar!Activities:Take advantage of our world-class facilities and activities during your stay. Unwind at our luxurious spa, enjoy a workout at the fitness center, or relax by our infinity pool. For the more adventurous, we offer snorkeling, kayaking, and guided hiking tours.Events & Conferences:Our resort is also an ideal venue for weddings, conferences, and other events. With state-of-the-art meeting rooms and an experienced event planning team, we ensure that your event is a success.Book your stay today and experience the ultimate in luxury and relaxation. We look forward to welcoming you to Sunlight Resort & Spa!30. What amenities are provided in the resort's rooms?31. What can guests enjoy at the poolside?32. What outdoor activities are available at the resort?33. What special services does the resort offer for events and conferences?34. What is the purpose of the passage?五、写作（共1题，共30分）请你以“我的理想酒店”为题，写一篇80~100词的短文。

酒店工作英语试题及答案一、选择题（每题2分，共20分）1. What is the most common way to greet a guest in a hotel?A. HelloB. Good morning/afternoon/eveningC. Hi thereD. Howdy答案：B2. Which of the following is NOT a hotel service?A. Room serviceB. Laundry serviceC. Wake-up callD. Grocery shopping答案：D3. If a guest asks for a late check-out, how should you respond?A. I'm sorry, we don't allow late check-outs.B. Let me check with the manager.C. Sure, no problem.D. That will be an extra charge.答案：B4. What does "front desk" refer to in a hotel?A. The place where guests check in and outB. The main entrance of the hotelC. The dining areaD. The reception area for VIP guests答案：A5. What is the meaning of "check-in" in a hotel context?A. To pay the billB. To register and receive a room keyC. To leave the hotelD. To request a room change答案：B6. Which of the following is a common courtesy in hotel service?A. Ignoring the guest's requestsB. Keeping a professional appearanceC. Interrupting the guest's conversationD. Using slang language with guests答案：B7. What should you do if a guest complains about the room temperature?A. Tell them to adjust it themselves.B. Apologize and offer to check the thermostat.C. Ignore the complaint.D. Charge them for a room change.答案：B8. What does "Do Not Disturb" sign mean when placed on a hotel room door?A. The guest is not in the room.B. The guest does not want to be disturbed.C. The room is under maintenance.D. The room is available for cleaning.答案：B9. What is the purpose of a "housekeeping" department in a hotel?A. To manage the hotel's budgetB. To clean and maintain guest roomsC. To handle guest complaintsD. To organize hotel events答案：B10. Which of the following is a benefit of being a hotel employee?A. Free accommodationB. Flexible working hoursC. Opportunity to meet new peopleD. Access to all hotel facilities答案：C二、填空题（每题1分，共10分）11. When a guest checks in, you should ask for their _______.答案：identification12. The term "suite" usually refers to a larger room with a separate _______ area.答案：living13. In a hotel, "concierge" is a person who provides _______ and local information.答案：information14. If a guest leaves without checking out, it is called_______.答案：walk-out15. The phrase "room rate" refers to the _______ for staying in a hotel room.答案：cost16. A "continental breakfast" typically includes _______, coffee, and juice.答案：pastries17. The "mini-bar" in a hotel room is a small refrigerator containing _______ and drinks.答案：snacks18. A "non-smoking" room is a room where _______ is not allowed.答案：smoking19. The "lobby" is the area in a hotel where guests can_______ and wait.答案：sit20. "Banquet" services in a hotel are often used for _______ and large gatherings.答案：events三、简答题（每题5分，共30分）21. What are the basic qualities of a hotel receptionist?答案：A hotel receptionist should have excellent communication skills, be polite and professional, have good knowledge of the hotel's services, and be able to handleguest inquiries efficiently.22. Explain the difference between a "single" and a "double" room in a hotel.答案：A single room is designed for one person andtypically has one bed. A double room is intended for two people and usually has either a double bed or two single beds.23. What is the role of a hotel's "bellman"?答案：A bellman assists guests with their luggage,provides directions, and may also help with other requests such as calling a taxi or giving information about the local area.24. Describe the importance of maintaining。

一、短语、句子。

（20 分）（一）英译中（ 10 分）undry service ______________2.Front Office Department________________3.I'm at your service. _____________________________4.House keeping. May I come in? __________________________5.We are looking forward to seeing you. _______________________________（二）中译英（ 10 分）1.客房部 ___________2.铺床 __________________3.我现在要退房。

____________________________4.行李员会带您到房间。

_______________________________5.您有预订了吗？ _______________________________二、单项选择题（ 40 分。

）1、Good morning. _______ I help you?A、WouldB、 MustC、May D 、Am2、I would like to _________ a room, please.A． order B、book C、see D 、look3. It’s very kind __________ you to help me.A ． of B、to C、by D 、 for4. What ’ s the ________ for a double room?A. rightB. rate C、money D 、 for5. I would like to book a double room ________ bath.A. withB. of C、by D 、for6.Excuse me, sir. You need to ________ the form.A. fill inB. fill on C、fill of D 、fill for7.We are looking forward to __________ you.A. seeB. saw C、seeing D 、sees8.I'm afraid we are fully booked _______ the 5th .A. withB. of C、by D 、for9.Do you want to pay _____ or _____ credit card.A. in inB. by by C、by in D 、in by10.The porter will show you _______ your room.A. withB. to C、by D、 for11.My flight will leave ______ 6 pm today.A. withB. on C、at D 、for12.The hotel is full and there is someone ________ your room.A. takeB. To take C、takes D 、taking13.Let me _______ you with your luggage.A. helpB. helping C、helps D 、to help14.May I _________ the curtain?A. drawB. Turn on C、turn off D 、make up15.______ the way, how long will it take to clean the room?A. WithB. On C、By D 、For16.Can you __________ the air conditioning?A. drawB. Turn on C、turn off D 、make up17.Do you want these shirts to be ________?A. starchB. starches C、starched D 、starching18.Let me help you _______ your luggage?A. byB. with C、on D 、of19.I hope you will _______ a morning call at 7:00.A. arrangeB. arranges C、arranged D、making20.I'll ask a porter to _________ your luggage.A. take careB. take care of C、take care off D、lo三、连线题（每题 2 分, 共 10 分）第 1 页共 3 页1． May I look at your passport,please? A. I’m from England.2.Where do you come from? B. Sure.3.May I have your name,please? C. On Octorber 5th .4.When are you leaving? D. Jim Brown.5.Do you have a booking here? E. Yeah, I booked a singleroom days ago.四、全（ 10 分）a. Could I keep the room until4:30 pm?b. No problem.c. This is Mr Collins from Room 502.d. Could you help me with my luggage?e. They have booked the 5th floor.A:Good morning, Front Desk. May I help you?B:Good morning. __________A: Yes?B: My train will leave at 5 o’clock tomorrow afternoon.__________ A:Just a moment, please. ⋯ I ’m sorry, sir. There is a large meetingtomorrow._________ I hope you can understand.B:Yes, I do understand._________A:__________ A porter can take care of it.B:Thank you.五、（ 20 分）Americans like to travel on their yearly holiday. Today, more and more travelers in the United States are spending nights at small houses or innsinstead of hotels. They get a room for the night and the breakfast the nextmorning.Roomsfor the night in private ( 私人 ) homeswith breakfast have been p with travelers in Europe for many years. In the past five to ten years, thesebed-and-breakfast places have become popular in the United States. Many ofthese America’s bed-and-breakfast inns are old historic buildings.bed-and-breakfast inns have only a few rooms, others are muchlarger.Som do not provide telephones or televisions in the rooms, others do.Staying in a bed-and-breakfast inn is muchdifferent from staying at a Usually the cost is much less. Staying at an inn is almost like visitingsomeone’s home. The owners are glad to tell about the areas and the interestplaces to visit.Many vacationers say that they enjoy the chance to meet lofamilies.1. Americans like to take to a holiday trip____.A.every yearB.every seasonC.every monthD.twice a year2.Nowadays more American travellers prefer spending nights at______.A.big hotelsB.colleges and universitiesC.their relat ives ’ homesD. small houses and inns.3.According to the passage，which of the following is true?A.Travellers can get breakfast and lunch at small houses or inns.B.There are only a few rooms in all kinds of small inns.C.In some inns travellers can's watch TV in the rooms.D.It is more expensive to spend nights in private homes.4.Rooms for the night in local families have been popular in ____for manyyB.EuropeC.AmericaD.Africa5. Many of these America’s bed -and-breakfast inns are __________.A.old buildingsB.new buildingsC.tall buildingD.small house第 2 页共 3 页Rossiya HotelI read an article in the newspaper yesterday that the Hotel Rossiya inMoscowis the largest one in the world. It is a 12-story building that has 3,200 rooms. It can accommodate 6,000 guests. It has 15 restaurants and 93 lifts.About 3,000 people work in the hotel. The ballroom is known as the world’ s largest. Furthermore, there is a 21-story “ Presidential tower ” in the central courtyard. Local residents are not allowed to live in the hotel. Foreigners are charged 16 times more than the usual very low rate charged to Russian officials.6. Which is the largest hotel in the world?A. Hilton HotelB. Trade HotelC. the Great Wall HotelD. Rossiya7. How many people can this largest hotel accommodate at one time?A. 3,200B. 6,000C. 930D. 3,0008. How many people work in this largest hotel?A. 3,200B. 6,000C. 930D. 3,0009.Which part of the hotel is known as the largest in the world?A. The Presidential tower.B. The Central courtyard.C. The Ballroom.D. The Suite.10.Foreigners have to pay __________ more than the usual rate Russianofficials pay.A. 16 timesB. 21 timesC. 12 timesD. 6 times其中专业理论知识内容包括：保安理论知识、消防业务知识、职业道德、法律常识、保安礼仪、救护知识。

酒店英语考试试题酒店英语考试试题酒店行业是一个充满活力和竞争激烈的行业，对于从事酒店工作的人员来说，具备良好的英语能力是非常重要的。

因此，酒店英语考试成为了评估酒店从业人员英语水平的重要方式之一。

本文将为大家提供一些常见的酒店英语考试试题，帮助大家更好地准备考试。

第一部分：听力理解1. 以下哪种情况是属于一种紧急情况？A. 客人要求更换房间。

B. 客人报告房间内有小偷。

C. 客人询问酒店附近的旅游景点。

2. 请听下面的对话，回答问题。

Receptionist: Good morning, how may I help you?Guest: Good morning, I would like to check in.Receptionist: Sure, could you please fill out this form?Guest: Of course, here you go.Receptionist: Thank you. Could you also provide a valid ID?Guest: Sure, here's my passport.Receptionist: Great, your room number is 305. Enjoy your stay!根据对话内容回答以下问题：A. What does the guest want to do?B. What does the receptionist ask the guest to fill out?C. What does the guest provide as a valid ID?第二部分：口语表达1. 请回答以下问题：A. How would you greet a guest who just arrived at the hotel?B. What would you say if a guest asks for a restaurant recommendation?C. How would you apologize to a guest for a mistake made by the hotel?2. 请根据以下情景进行角色扮演：A. You are a receptionist. Greet a guest and ask for their reservation details.B. You are a guest. Check in at the hotel and ask for the Wi-Fi password.第三部分：阅读理解请阅读以下短文，回答问题。

酒店英语高级试题及答案一、词汇题1. The guests at the hotel are usually referred to as ______.A. employeesB. residentsC. guestsD. visitors答案：C2. If you need to inform the front desk that you are leaving the hotel, you would say, "I am ______."A. checking inB. checking outC. checking upD. checking over答案：B3. The term for the person who cleans the hotel rooms is a/an ______.A. receptionistB. housekeeperC. conciergeD. bellman答案：B二、阅读理解Read the following passage and answer the questions.Passage:The Grand Hotel is renowned for its exceptional service and luxurious accommodations. Guests are greeted with a warm welcome and are provided with a variety of amenities, including a fitness center, spa, and multiple dining options. The hotel also offers a complimentary shuttle service to the airport.Questions:4. What is the Grand Hotel famous for?A. Its locationB. Its service and accommodationsC. Its architectureD. Its history答案：B5. What amenities does the Grand Hotel provide?A. A fitness center and spaB. Dining options onlyC. A shuttle service to the airportD. All of the above答案：D6. What service is complimentary at the Grand Hotel?A. The fitness centerB. The spaC. The dining optionsD. The shuttle service to the airport答案：D三、完形填空Choose the most appropriate word to complete the sentences.The concierge at the hotel is always ready to assist guests with their ______ needs, such as making restaurant reservations or arranging transportation.A. personalB. professionalC. generalD. specific答案：AGuests can enjoy a variety of ______ services, ensuring a comfortable and pleasant stay.A. leisureB. businessC. conciergeD. housekeeping答案：C四、翻译题Translate the following sentences into English.7. 酒店提供24小时客房服务。

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。

期末考试《酒店英语》（A 卷）参考答案及评分标准一、选择题（下列各题的备选答案中只有一个选项是正确的，请将正确答案填在10分）A. knowledgeB. preservationC. developmentD.B and C 2.Resources are a fundamental _______ in the development of tourism. parison position pliment ponent3. The Yangtze River is nearly 6300 kilometers in _______ .A. wideB. longC. widthD. length 4.The most important factors for the travel agents to succeed are ______. A.good management and good service B.good officesputer reservations systemsD.fare quotations and ticketing skills 5. _______ the temperature, _______ water turns into steam. A. The high, the fast B. Higher, faster C. The more higher, the faster D. The higher, the faster6.As China's economy shifts to a more market system, the domestic travel industry will face increasing _____ in a more highly competitive environment.A.changesB.chargesC.challengesD.chances 7. Our company is _______ of other makers of spare parts for the airplane.A. in advanceB. aheadC. abreactD. in front8. People on vacation often go to_______ to rest or play or to meet other people.A. major citiesB. airportsC. resortsD. ground transportation9. A hotel's_______comes from payments made for the use of its rooms and other facilities.A reservations B. file C. income D. responsibility 10. Local people usually see tourism as ______. A.an opportunity to make a profit B.an opportunity to create jobs C.a cultural and employment factorD.a wealth factor in the economy of their jurisdictions二、判断题（下列说法正确的请用 “T ” 表示，错误的请用“F ” 表示，请将正确答分，共10分）Shanghai: a City for Cuisine ExplorationShanghai offers a dazzling variety of food and provides and opportunity for cuisine exploration by learning to use chopsticks. Stylish dining is one area where Shanghai leaves Beijing in the dust. Eating out in Shanghai is about more than just the food: it is a social lubricant, a time when families get together and a major form of recreation for Shanghai ’s chic elite. While friends in the west go out for a beer, the Shanghainese will choose a meal punctuated with numerous shots of rice wine. Even if you are a regular customer at your local Chinese restaurant back in America you won ’t necessarily find yourself at home with Chinese cuisine in China. You ’ll find no fortune cookies or chop suey in Shanghai and only the occasional prawn cracker. Most top-end Chinese restaurantsin Shanghai have some kind of English menu but even these don ’t include the more interesting dishes. Go with your Chinese friends and let them order. In general it is always better to eat Chinese food in a group as you ’ll get a better variety of dishes. Restaurants often have set meals for a table of 10, which isespecially useful if you have to hold a banquet for some bigwig. Chinese habitually over-order. Most Chinese eat early, at 6 or 7 pm, but lots of trendy late night Shanghai-style eateries buzz 24 hours a day.If you are on a tight budget, it’s worth knowing that some of Shanghai’s most famous restaurants often have a cheaper, less fancy downstairs option serving snacks and cheaper main dishes. Also check for extra charges like tea and napkins and send these back if you don’t want them.Epicureans will tell you that the key to ordering Chinese dishes is to get a variety and balance of textures, tastes, smells, colors and even temperatures. Most Chinese will order at least one cold dish, a main dish, and a watery soup to finish off. Note that both soup and rice are normally served at the end of a meal as fillers, so if you want them to come first you’ll have to tell the waiter.Lying along the eastern coast of China and being one of the country’s five biggest port cities, Shanghai have been thronged with traders from all over the world since the Opium War and have been densely populated by inland immigrants and foreign business people ever since. In the wake of economic growth, the major Chinese regional cuisines poured into Shanghai one oater another. By the 1920s, nearly a hundred styles of restaurants featuring Cantonese, Sichuan, Beijing, and many other regional foods, and even Buddhist vegetarian food and Muslim feasts, together with Shanghai local dishes and Western cafes, had emerged in Shanghai. “Satisfying eating in Shanghai” is actually not a recent expression, but was in use as much as 150 years ago.Shanghai style cuisine is actually a mixture of Chinese regional cuisines and it has indeed brought together the different local tastes, cooking techniques and specialties. Moreover, since the economic reforms and opening up to the outside world, Shanghai has become China’s biggest international metropolis. Western style cafes, bars and restaurants have been mushrooming, where local residents and international visitors can find authentic German beef burgers and beer, French snails and wine., Russian pottage soup and caviar, Italian macaroni and spaghetti, Japanese sashimi and sushi, Korean barbecues and kimgee, American fried chickens and doughnuts, Mexican Tacos, and many, many others.Judge, according to the text, whether the following statements are true（T）or false（F）. 1.（T ）Dining in Shanghai is more stylish than that in Beijing.2.（T ）the Shanghainese choose a meal punctuated with numerous shots of ricewine.3.（F）The most expensive Chinese restaurants definitely cover all the mostinteresting dishes.4.（ F ）Chinese people are economical, and they never order more than they canfinish.5.（F）Chinese people always have dinner at 6 pm to 7 pm.6.（F）You cannot buy snacks in the famous restaurants in Shanghai.7.（T）Soup is usually served at the end of the meal8.（T ）Shanghai is a coast city lying in the east of China.9.（T）Foreign guests can enjoy the authentic German beef burgers and beer inShanghai.10.（T ）Shanghai is the biggest international city in China.三、完形填空（下列各题的备选答案中只有一个选项是正确的请将答案填在答题框内。

25.Record of what the customer must pay.(bill)
26.A hotel employee who carries baggage and does other errands for the guests.(bellman)
27.Taking care of infants or children on a temporary basis while their parents are away or busy.
A. Where are you calling from?
B. Of course, madam.
C. Sorry, there is no room available, madam.
D. What’s your room number, madam?
2. A:Good morning. Can I help you?
23.Articles traditionally made of linen but today more often made of cotton--sheets,
Pillowcases,towels,and so forth (linens)
24.The percentage or rooms or beds occupied in a hotel during a given period.(occupancy rate)
21.Registration, or the time when guests are greeted and the records for guests’ servicesandcharges are set up.(Check-in)
22.A statement that something is wrong. A grievance.(complaint)

酒店专业英语试题及答案一、选择题（每题2分，共20分）1. What is the most important quality for a hotel receptionist?A. Good memoryB. Excellent communication skillsC. Strong sense of directionD. Fast typing speed答案：B2. Which of the following is not a standard service provided by a luxury hotel?A. Room serviceB. Concierge serviceC. Laundry serviceD. Self-service laundry答案：D3. What does "check-in" mean in the context of a hotel?A. To leave the hotelB. To enter the hotelC. To pay for the roomD. To register and receive the room key答案：D4. Which department in a hotel is responsible for cleaning rooms?A. Front OfficeB. HousekeepingC. Food and BeverageD. Security答案：B5. What is the term used for a hotel room that is available for immediate occupancy?A. VacantB. OccupiedC. Out of orderD. Under renovation答案：A6. What is the standard way to address a guest in a formal hotel setting?A. By their first nameB. By their last nameC. By their title and last nameD. By their room number答案：C7. Which of the following is not a common amenity found in hotel rooms?A. TelevisionB. MinibarC. Swimming poolD. Safe答案：C8. What is the term for a hotel employee who assists guests with luggage and directions?A. ConciergeB. PorterC. ValetD. Bellman答案：D9. What does "no-show" refer to in the hotel industry?A. A guest who checks out earlyB. A guest who arrives lateC. A guest who does not arrive at allD. A guest who stays longer than expected答案：C10. Which of the following is not a type of hotel room?A. SingleB. DoubleC. TripleD. Quadruple答案：D二、填空题（每题1分，共10分）1. The front desk of a hotel is often referred to as the_______.答案：Front Office2. When a guest checks out, the hotel staff should _______ the room to ensure there are no damages or missing items.答案：inspect3. A hotel's _______ department is responsible for managing the hotel's finances and budget.答案：Finance4. A _______ is a type of room that can accommodate more than two guests.答案：Suite5. The _______ is the person in charge of the hotel's daily operations and is responsible for overseeing all departments. 答案：General Manager6. A hotel's _______ service is available to assist guests with making reservations and providing local information.答案：Concierge7. The _______ is the area in a hotel where guests can enjoya meal or a drink.答案：Restaurant8. A _______ is a type of room that includes a separateliving area and bedroom.答案：Junior Suite9. The _______ is the process of cleaning and preparing aroom for the next guest after a current guest has checked out. 答案：Turnover10. A _______ is a type of room that includes a kitchenette and is suitable for longer stays.答案：Studio三、简答题（每题5分，共30分）1. Explain the role of a hotel receptionist.答案：A hotel receptionist is responsible for greeting guests, checking them in and out, handling reservations, andproviding information about the hotel's services andfacilities. They also address guest inquiries and complaints, ensuring a pleasant stay for all guests.2. What are the main responsibilities of a hotel housekeeper? 答案：A hotel housekeeper is responsible for cleaning and maintaining guest rooms, ensuring they are tidy and well-stocked with amenities. They also change linens, clean bathrooms, and perform minor repairs or report larger issuesto maintenance staff.3. Describe the purpose of a hotel concierge.答案：A hotel concierge provides personalized services to guests, such as making restaurant reservations, arranging transportation, and offering local recommendations. They aimto enhance the guest experience by assisting with various needs and requests.4. What is the significance of a hotel's location in attracting guests?答案：The location of a hotel is significant in attracting guests as it can influence accessibility to tourist attractions, business centers, and transportation hubs. A convenient location can increase the hotel's appeal and contribute to guest satisfaction.5. How does a hotel maintain a high standard of cleanliness? 答案：A hotel maintains a high standard of cleanliness through regular room cleaning, use of professional cleaning equipment and products, staff training on hygiene practices, and regular inspections to ensure standards are met.6. What are。

酒店英语考试试题及答案一、选择题（每题2分，共20分）1. What is the most common way to greet a guest in a hotel?A) HelloB) GoodbyeC) Good morning/afternoon/eveningD) How do you do2. Which of the following is NOT a hotel service?A) Room serviceB) Laundry serviceC) Wake-up callD) Car rental3. What does "check-in" mean in a hotel context?A) To leave the hotelB) To enter the hotelC) To pay the billD) To register for a room4. If a guest wants to request a late check-out, what should they say?A) "I'd like to check-out late."B) "I'd like to check-in late."C) "I'd like to stay an extra night."D) "I'd like to extend my stay."5. What is the meaning of "front desk" in a hotel?A) The place where guests registerB) The place where guests have breakfastC) The place where guests can buy souvenirsD) The place where guests can relax6. Which phrase is used to ask for a room with a sea view?A) "I'd like a room with a garden view."B) "I'd like a room with a city view."C) "I'd like a room with a mountain view."D) "I'd like a room with an ocean view."7. What does "housekeeping" refer to in a hotel?A) The department that cleans the roomsB) The department that manages the hotelC) The department that provides food and drinkD) The department that handles reservations8. If a guest needs to cancel a reservation, what should they do?A) Call the front deskB) Go to the front deskC) Email the hotelD) All of the above9. What is the meaning of "complimentary" in a hotel?A) Paid forB) Free of chargeC) DiscountedD) Exclusive10. Which of the following is a common complaint from a hotelguest?A) The room is too hotB) The room is too coldC) The room is too noisyD) All of the above二、填空题（每空1分，共10分）1. When a guest checks in, they usually need to provide their _______.2. The _______ is responsible for managing the hotel's daily operations.3. A _______ is a person who cleans and maintains the hotel rooms.4. If a guest wants to make a reservation, they can call the hotel's _______.5. The _______ is the place where guests can have meals.6. A _______ room is one that is free of charge for the guests.7. The _______ is a service that helps guests with their luggage.8. A _______ is a person who works at the front desk and assists guests.9. The _______ is the process of paying for the hotel stay and leaving the hotel.10. A _______ is a service that provides transportation for guests.三、简答题（每题5分，共20分）1. What are the basic steps for a guest to check-in at a hotel?2. Describe the role of a concierge in a hotel.3. Explain the difference between a single room and a double room.4. What are some common amenities provided by hotels?四、翻译题（每题5分，共15分）1. 请将以下句子翻译成英文：客房服务包括送餐、洗衣和熨烫服务。

一、一、 更礼貌的用语(修改语句) 1. 这是我们最便宜的房间。

这是我们最便宜的房间。

cheapest →economic 2. 我们所有的房间都是在四楼的。

我们所有的房间都是在四楼的。

ALL ALL we we we have have have got got got is is is …………→ I’m afraid we we’’ve ve got got is …. 3. What is you name →May I know you name 4. Hello,this is Hua an Hotel →Good morning ,this is Hua an Hotel 二、二、 判断正误判断正误1. The Front Office is usually lacated near the main entrance to the hall (√) 2. when when an an an Overbooking Overbooking Overbooking occurs, occurs, occurs, the the the hotel hotel hotel dose dose dose not not not need need need to to to find find find a a a room room room in in in another another establishment for the guest. (×)3. A Baby-si er is a small chair for a baby to sit in. ( x ) 4. People in Guilin see the sunrise earlier than those in shanghai. (×) 5. A er opening the door ………………. . (√) 三、三、 填词填词1. W: Good evening, sir .Are you ready to order? G: Yes,I am.What do you recommend? W: Our Our speciality speciality speciality today today today is is Luo Han Zhai.It is typical Cantonese dish .In Englisn it means mixed vegetables. G:It sounds good.Let’s me have a try.W:Besides Lauo Han Zhai,would you like to have a fish? G:Oh, yes.What would you recommend? W :What about steamed Mandarin fish? G:That’s a good idea,I’ll have it.W:Your fish will take 15 minutes to prepare .While waai ng, may I suggest you have something to drink. G:Green tea,please.And I’d like to have some wine with the fish.What do you recommend? W:I would suggest Dynasty white wine or Great Wall wine.G:Dynasty,please. 2. W:Good eveing,sir.Have you got a a r eservation reservation ? D:Yes ,At 8:00,The P etersons. W:Could you come with me,please?Will this table be all right? D:It’s nice .Thank you. W:I’ll bring you the menu,sir. 四、四、 翻译翻译1. 请告诉我下一步干什么？Please tell me what to do next 2. 微笑迎接他们。

酒店英语口语测试题（Food &Beverage Department）1。

Guests are always seated by the service staff(host or hostess）。

When you show the way to the guests as a host or hostess， what would you say?2.When you do the service for the guests，you’d better call their names at least three times。

How can you ask for the guest’s name? If you cannot hear clearly his or her name, what should you say？3.After the guests have been seated， you， as a waiter or waitress, should present the menu to the lady at the table first。

You should recommend the specialties voluntarily. Take the appetizer, main course and soup as examples, how can you make the recommendation?4.After the guests have taken the order， you should repeat the information to reconfirm。

If the guests have ordered a typical American Breakfast， how can you reconfirm all the information?5.Suppose the guests are foreigners, this is their first time to be here in China. They would like to try some typical Chinese dishes in your restaurant. Please give them the introduction about the features of some schools of Chinese dishes in your restaurant. Please give them the introduction about the features of some schools of Chinese Cuisine。

酒店英语考试试卷A卷答案酒店英语考试试卷A卷一、选择题1.下列哪个词正确地表达了“从现在开始”的意思？ A. from now onB. at nowC. at onceD. at before2.当客人在前台办理入住时，我们应该说哪个句子来表达“欢迎光临”的意思？ A. Good day! B. Hello! C. Welcome! D. How are you?3.以下哪个词在酒店英语中通常用来表示“毛巾”的意思？ A. towelB. bedsheetC. pillowD. blanket4.当客人需要额外的枕头或毯子时，我们应该说哪个句子来表达这个意思？ A. Please let me know if you need extra pillows or blankets. B. May I have an extra pillow or blanket? C. Here is an extra pillow or blanket for you. D. There are extra pillows or blankets in the room.5.下列哪个短语正确地表达了“非常感谢”的意思？ A. thanks a lotB. many thanksC. thank you very muchD. very thanks二、填空题6.酒店前台需要和客人保持礼貌和专业，因此我们通常使用_______和_______的语气和客人沟通。

7.当客人在酒店内迷路时，我们应该说哪个句子来帮助他们找到目的地？ Sorry to trouble you, but do you know how to get to the dining area? It's located on the first floor.8.当客人离开酒店时，我们应该说哪个句子来表达“祝您旅途愉快”的意思？ Have a pleasant journey!9.酒店房间内通常包含哪些物品？请列举至少三个。