旅游饭店英语等级考试(初级)试题

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

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

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

考试旅游英语 Prepared on 22 November 2020一、选择题（饭店服务与管理英语1-10；补全对话11-20；阅读理解21-23；餐饮服务与管理24-45。

每小题2分，共90分。

每小题中只有一个选项是正确的，请将正确选项涂在答题卡上）饭店服务与管理英语1-101．导游A．guide B．tour leaderC．tour guide D．travel guide 2．客房预订A．check in B．check outC．room reservation D．receptionist 3．双人间A．triple room B．junior suiteC．double room D．twin-bed room 4．热水瓶A．thermos B．thremosC．minibar D．electric kettle 5．住客房A．DND B．DLC．OCC D．OOO6．中华名族A．china national B．chinese nationalC．china nation D．chinese nation7．太极拳A．shadow boxing B．chinese gongfuC．shaolin wushu D．golf 8．一日游A．one-day tour B．oneday tourC．tour oneday D．sightseeing9．饮食习惯A．marriage custom B．folk customC．local custom D．meal custom10．返回A．head for B．head backC．head D．come for补全对话11-18(Dialogue-1)(R-Receptionist G-Guest)11．R: Good afternoon, Sir. Welcome to the Palace Hotel.G: Good afternoon. My name is Sims.12．R: I see that you have your reservation confirmed, but I can’t find any record of it. It has been misplaced.G: Well,13．R: I am sorry, Mr. Sims. But I am afraid that we are booked solid.There are no rooms available.G: What Give me a room right now!14．R: It’s our fault. May I send you to another hotel(Dialogue-2)(A-B ar Attendant G-Guest)15．A: Good evening, sir.G:No，just me16．A:G: One scotch whisky，please.17．A:G: Chivas Regal，please.18．A:G: Without ice cube.,please.19. A:All right .sir ,20 .A:, .Enjoy you drink.G:Good.阅读理解21-25（阅读下列短文，并根据文章内容选择最佳答案，将所选答案的序号填在答题卡上）The United States is truly the “Land of Credit Card”. Americans use credit cards to buy almost everything. The use of credit cards has many important advantages. The use of cash is limited to the smallest amount; so, less money is stolen. People can carry their credit cards and use them instead of making withdrawals of cash from their accounts. People can also place orders for purchases by phone and pay by giving their credit card number. This is easier and faster than paying by check.However, the use of credit cards also troubles many Americans. If a credit card owner does not pay all of the money that he owes at the end of the month, he is really borrowing the money. Until he repays all of it, the rate of interest, often about 20 percent, is very high, because no payment is needed until one month after the purchase. Many Americans have troubles in limiting theirpurchases. When the bills finally arrive, they see that they do not have enough money. The result is high interest payments.21． makes it easier to pay by credit cards than by check.A．Limiting the use of cashB．Placing orders by phoneC．Opening a deposit accountD．Ordering goods by E-mail22．A person tries to pay all of his credit card bills each month because .A．he has troubles in limiting his purchaseB．interest is charged if he does notC．the payment is needed at the end of each monthD．the cash is too expensive23．In the passage, the word withdrawals means .A．taking money from the bankB．putting money into the bankC．giving the credit cardsD．checking account二、判断题（每小题1分，共10分。

北京市旅游饭店英语等级考试大纲北京市旅游局岗位职务培训指导委员会编前言为促进北京地区旅游饭店业服务质量及饭店从业人员整体素质的不断提高，特别是为尽快提高饭店从业人员的英语水平，北京市旅游局岗位职务培训指导委员会自1995年开始在北京地区举行“北京市旅游饭店英语等级考试”（以下简称“饭店英语等级考试”）。

饭店英语等级考试对于鼓励饭店员工学英语、说英语起到了很大的推动作用，受到了饭店企业及其员工的高度重视。

饭店英语等级证书已经成为饭店录用、考核员工的重要参考依据，成为一线员工上岗的必要条件。

新的《北京市旅游饭店英语等级考试大纲》采用简洁通俗的语言，对本考试的初、中、高三个级别的标准进行了重新定义，并进一步明确了各级别考试的考核范围和语言难度，力求使该考试符合目前北京地区饭店各岗位工作对英语的需要。

本考试特别注重对考生语言交际能力的考查，从而使其真正起到督促、鼓励饭店从业人员学习英语、使用英语的作用。

考试形式方面也有所变化，新的考试引入了先进的考试手段——计算机考试，希望通过人机对话的形式避免考试中的主观因素，以实现考试的实时化和客观化，从而可以为希望参加该考试的人员创造更便捷的考试途径。

新《大纲》的采用必将对北京饭店业员工的英语学习起到积极的推动作用。

一、考试的目的与意义北京市旅游饭店英语等级考试的目的是为了尽快提高北京市饭店从业人员的整体英语水平，改善北京地区星级饭店的整体服务质量，进而加快与国际饭店业服务惯例接轨。

北京市旅游饭店英语等级考试为考核、评估饭店从业人员的英语能力提供了统一的标准，对调动饭店从业人员学习英语的积极性以及对饭店人力资源的开发、合理配置、管理和培训具有重要指导意义。

二、考试的性质北京市旅游饭店英语等级考试属于行业性英语语言能力测试，重点考查饭店从业人员以及即将从事饭店服务职业的人员在饭店业务工作中运用英语的能力及相关英语语言知识。

本考试分为初、中、高三个等级，每个等级对听说读写四个方面的能力考查侧重点有所不同。

2022厦门旅游饭店服务英语初级考试试卷及参考答案1、I can’t hear you _______. Please speak a little louder. [单选题] *A. clearly(正确答案)B. lovelyC. widelyD. carelessly2、Just use this room for the time being ,and we’ll offer you a larger one _______it becomes available [单选题] *A. as soon as(正确答案)B unless .C as far asD until3、9．—Will there be more cars in the future?—________. [单选题] *A．See youB．Well, I'm not sure(正确答案)C．You're welcomeD．Thank you4、As soon as he _______, he _______ to his family. [单选题] *A. arrived, writesB. arrived, writtenC. arrived, wrote(正确答案)D. arrives, write5、Jim will _______ New York at 12 o’clock. [单选题] *A. get onB. get outC. get offD. get to(正确答案)6、Will you be able to finish your homework _______? [单选题] *A. by the timeB. in time(正确答案)C. once upon a timeD. out of time7、The flowers _______ sweet. [单选题] *A. tasteB. smell(正确答案)C. soundD. feel8、There are sixty _______ in an hour. [单选题] *A. hoursB. daysC. minutes(正确答案)D. seconds9、The office building will be _______ a library. [单选题] *A. turned onB. turned upC. turned into(正确答案)D. turned off10、Jim, it’s dark now. Please _______ the light in the room. [单选题] *A. turn on(正确答案)B. turn upC. turn offD. turn down11、She found her wallet（）she lost it. [单选题] *A. where(正确答案)B. whenC. in whichD.that12、I always get ______ grades than he does, so maybe I should help him more.（）[单选题] *A. bestB. better(正确答案)C. goodD. well13、This seat is vacant and you can take it. [单选题] *A. 干净的B. 没人的(正确答案)C. 舒适的D. 前排的14、On Easter children _______ eggs around the house. [单选题] *A. hunt for(正确答案)B. send forC. prepare forD. ask for15、( ) ----Would you like___ tea? ----No, thanks. I have drunk two____. [单选题] *A. any, bottles of orangeB. some, bottles of orange(正确答案)C. many, bottles of orangesD. few, bottle of oranges16、There _____ wrong with my radio. [单选题] *A. are somethingB. are anythingC. is anythingD. is something(正确答案)17、( ) It ___ the Chinese people 8 years to build the Dam. [单选题] *A. took(正确答案)B. costsC. paidD. spends18、Turn down the music. It hurts my _______. [单选题] *A. noseB. eyesC. mouthD. ears(正确答案)19、I walked too much yesterday and （）are still aching now. [单选题] *A. my leg's musclesB. my leg muscles(正确答案)C. my muscles' of legD. my legs' muscles20、The more he tried to please her, _____she seemed to appreciate it. [单选题] *A.lessB.lesserC.the less(正确答案)D.the lesser21、--Do you know _______ girl with long curly hair?--Yes. She is Mary. She plays _______ piano very well. [单选题] *A. a; /B. the; /C. the; the(正确答案)D. a; the22、His understanding made a deep impression_____the young girl. [单选题] *A.on(正确答案)B.inC.forD.with23、—______? —Half a kilo.（）[单选题] *A. How much are theyB. How much is itC. How much would you like(正确答案)D. How many would you like24、____ is standing at the corner of the street. [单选题] *A. A policeB. The policeC. PoliceD. A policeman(正确答案)25、It’s raining outside. Take an _______ with you. [单选题] *A. cashB. life ringC. cameraD. umbrella(正确答案)26、79．On a ________ day you can see the city from here. [单选题] *A．warmB．busyC．shortD．clear(正确答案)27、I don’t know how to improve my English. Can I ask you for some _______? [单选题] *A. answersB. advice(正确答案)C. questionsD. words28、—Can you play tennis? —______, but I’m good at football.（）[单选题] *A. Yes, I can(正确答案)B. Yes, I doC. No, I can’tD. No, I don’t29、—It’s too noisy outside. I can’t fall asleep.—I can’t, either. We have to ______ new ways to solve the problem.（）[单选题] *A. come up with(正确答案)B. get on withC. make up withD. catch up with30、42．—________ meat do you want?—Half a kilo. [单选题] *A．How much(正确答案)B．How manyC．WhatD．Which。

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

旅游饭店英语等级测试(初级）一、听力理解1.听英语翻译单词(每题1分，共计10分，每道小题后有2秒钟作答时间)（1）hotelA.车站B。

餐厅C。

旅游 D.饭店(2）Single roomA.单人房B。

双人房 C.双人对床房 D. 套房（3)front officeA.康乐中心B。

客房部C。

餐饮部D。

前厅部（4) BaggageA。

背包 B.书包C。

钱包 D.行李(5）internetA。

互联网B。

网吧C。

网线D。

网页(6）babysitterA.洗衣工B.计时保姆C。

客人D。

管家（7）brandyA.伏特加B。

威士忌 C.金酒D。

白兰地（8)AirlineA.航班B.天气C.排队D.航线（9）orderA。

点菜B。

命令 C.帮助D。

需要(10)provideA。

规定 B.提供C。

给予D。

准备2.听英语翻译句子（每题2分，共计20分，每道小题后有2秒钟作答时间）（1)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？(2) What kind of room do you prefer？A。

您有预定吗？ B.您想要什么酒水？C。

您想要什么房型？D。

请告诉我您的房间号码？（3)May I see your passport？A.您能在这签名吗? B。

我可以带您去您的房间吗？C.有什么需要帮忙的吗? D。

可以看一下您的护照吗？（4）I’ ll pick up you laundry right now？A。

我们马上就派人去修。

B.我马上就去您的房间。

C。

很抱歉给您带来不便。

D。

我马上就去取您要洗的衣服。

(5)Are you ready to order?A。

您准备好点餐了吗？B。

早餐几分钟后就会送到您的房间去。

C。

您还要点什么? D.您还有其他命令吗？（6)We provide fax and internet service。

2010～2011学年度（ ）××期X 试题学校： 姓名： 班级： 考号：旅游专业课《饭店英语》试卷2一、词汇选择（每小题2分，共20分。

请选出下列专业词汇的正确翻译形式，并将序号填在题后的括号里）。

1.缝补（ ） A. mend B.repair C.sew D.refer 2.人力资源部门（ ） A. The housekeeping Dept. B.Human Resource Dept. C. Sales and Marketing Dept. D.Engineering Dept. 3.鸡尾酒（ ） A.cocktail B.coffee C.coca-cola D.soft drink 4.合资饭店（ ） A.state-owned B.joint-venture hotel C.tertiary industry D.foreign-funded hotel 5.酒吧调酒师（ ） A.barmaid B.barman C.bartender D.bar win master 6.酒水单（ ） A.Red wine B.white wine C.wine list D.spirit list 7.红茶（ ） A.red tea B.green tea C.Black tea D.light tea 8.客房送餐服务（ ） A.Room service B.room center C.meal service D.food service 9.旅游胜地饭店（ ） A.Resort B.Convention hotel C.Tourist hotel D.State guesthouse 10.前台部门（ ） A.the front desk B.the reception desk C.the Front Office D."the Front of the House"Dept 二、判断题（每小题1分，共10分，正确的在题后括号里填上"T ”，错误的填上“F ”） 1.A higher salary is always the most important reason for a person to change his job.( ) 2.The foreign exchange rate fluctuates every week.( ) 3.All the lien in the vacant(空的） guestroom must be replace everyday.( ) 4.There is a salary increase based on one's job performence and education background.( ) 5.Tea,wine and coffee have no directions with the traditional Chinese culture.( )6.A walk-in guest is a customer who comes on foot.( )7.An operator is usually a man working at the general switchboard.( )8.It make no different for guest to check out in the morning or in the afternoon.( ) 9.The Room Center is a part of the Housekeeping Department.( ) 10.Housekeeping Department is usually the largest department in a hotel.( ) 二、选词填空（每小题2分，共20分。

《旅游初级英语（一）》19秋期末1 单选题1 Dishes in Sichuan are noted for their varied and ( )flavors.A freshB tenderC heavyD light2 "Old World" as a popular wine classification includes the following except ( ).A FranceB AustraliaC PortugalD Italy3 People nowadays seldom choose ( ) to travel between cities.A trainsB planesC highwaysD water ways4 Nobody is ( ) touch that book.A lost toB checked inC allowed toD added to5 ( )is a kind of very dry white wine produced in Central France.A BordeauxB ChablisC ChiantiD Lambrusco6 What does VAT stand for?A Value-Assist TagB Value-Added TaxC Value-Added TagD Value-Assist Tax7 I had no ( ) staying at home because I have no money.A alternate toB alternative toC alternate byD alternative by8 ( )is medium sweet produced in Germany.A LiebfraumilchB MuscadetC RiojaD Sauternes9 An unsatified guest will cost you as much as( ) times that guest's annual purchases in terms of lost patronage over five years?A 100B 500C 1,000D 5,00010 Nobody is ( ) touch that book.A lost toB checked inC allowed toD added to11 Specialists in( ) must be a part of the hotel's staff.A trainingB food operationC housekeepingD building maintenance2 多选题1 A comprehensive transportation system consists of ( ).A airportsB railwaysC highwaysD water transportation2 The Housekeeping staff consists of ( ).A executive housekeeperB deputy housekeeperC floor housekeepers。

旅游饭店服务技能大赛服务英语题库1. What is the importance of customer service in the hospitality industry?2. How would you handle a situation where a guest is complaining about the quality of their room?3. What steps do you take to ensure guest satisfaction during their stay?4. How do you prioritize tasks when serving multiple guests at once?5. What is your approach to handling difficult or demanding guests?6. How do you handle a situation where a guest has a special request or preference?7. Describe a time when you had to go above and beyond to meet a guest's needs.8. How do you handle a situation where a guest is dissatisfied witha meal at the restaurant?9. How do you handle a situation where a guest has lost their belongings in the hotel?10. What strategies do you use to upsell hotel services or amenities to guests?11. How do you handle a situation where a guest is being disruptive or disturbing other guests?12. Describe a time when you had to resolve a conflict between two guests?13. How do you ensure that you are providing personalized service to each guest?14. How do you handle a situation where a guest is requesting a refund for their stay?15. What steps do you take to ensure the safety and security of guests at the hotel?16. How do you handle a situation where a guest has encountered a maintenance issue in their room?17. How would you handle a situation where a guest is asking for recommendations for local attractions or activities?18. Describe a time when you had to handle a difficult or stressful situation at the front desk?19. How do you handle a situation where a guest is requesting a late check-out?20. What steps do you take to build rapport and establish a connection with guests?当人们面临一项艰巨的任务或面临困境时，往往需要坚定的意志去克服困难和逆境。

第一部分：听力理解
旅 游 饭 店 英 语 等 级 考 试 （ 初 级 ）
听英语翻译句子（每题2分）
此部分共有10题，每题一个单句（陈述句或问句），听两遍，然 后从4个选项中选择一个正确的句子翻译 。
3. 您一共消费了918美元 您的账单总费用是980美元 您一共消费了908美元 您需要付我900美元
1秒后播放 2 3 4 5 第一遍 第二遍
第一部分：听力理解
旅 游 饭 店 英 语 等 级 考 试 （ 初 级 ）
听英语翻译句子（每题2分）
此部分共有10题，每题一个单句（陈述句或问句），听两遍，然 后从4个选项中选择一个正确的句子翻译 。
4. 请在7点半左右叫醒我好吗 7点的时候有人给我打电话吗 我想定个7点钟左右的叫醒服务 我想在 7点的时候用一下电话行吗
旅游饭店英语等级考试
(初级)
第一部分：听力理解
旅 游 饭 店 英 语 等 级 考 试 （ 初 级 ）
听英语翻译 单词 （每题1分）
此部分共有10题，每题一个单词，听两遍，然后从4个选项中选 择一个正确的单词翻译。
1. 挎包 钱包 手提包 背包
1秒后播放 2 3 4 5 第一遍 第二遍
第一部分：听力理解
1秒后播放 2 3 4 5 第一遍 第二遍
第一部分：听力理解
旅 游 饭 店 英 语 等 级 考 试 （ 初 级 ）
听英语翻译句子（每题2分）
此部分共有10题，每题一个单句（陈述句或问句），听两遍，然 后从4个选项中选择一个正确的句子翻译 。
6. 对不起，电话占线 对不起，没有人接听 对不起，他现在不在 对不起，我们确实弄错了
4. 旅行 旅行者 旅行支票 旅行社
1秒后播放 2 3 4 5 第一遍 第二遍

江苏省饭店职业英语等级标准及命题要求(初级)一. 总体要求具备最基本的英语听说能力和阅读翻译能力，能够有效完成饭店日常接待和对客服务工作。

要求熟练掌握日常生活及饭店接待礼貌英语句型；熟悉饭店基本设施及主要服务项目的英文表达；掌握前厅，客房，餐饮一线对客服务岗位最基本的英文词汇，短语及常用句型。

初级内容以饭店前台最基本的交流及服务用语为主，侧重于听说技能的考核，即运用简单英语与宾客进行最基本交流的能力。

二. 技能要求1. 听说能力能与客人进行简单的英文对话，基本听懂客人的需求和其它工作指令，口语表达意思基本正确，语音语调基本正确，允许出现一些语法错误，不求标准的语音语调及流畅地道的语言表达。

主要听说内容如下：（1）饭店常用礼貌用语1)日常问候及自我介绍2)为客人提供帮助3)请客人帮忙或做事4)电话简单应答5)征询客人喜好6)推荐与建议7)祝贺与感谢8)祝愿与欢送9)数字的表达（2）饭店简介1)饭店主要服务项目及基本设施2)方位表达（3）一线主要对客服务1)总台服务2)餐饮服务3)客房服务2. 读写译能力能够阅读包含短句和简单词汇的英文对话及饭店介绍，能够较熟练地进行常用句型的中英文翻译，完成简单的看图写作任务。

（1）掌握600左右的英文单词和一定量的短语，对其中400左右的常用单词，要求拼写正确，知道中文含义，并能熟练运用。

（2）掌握饭店服务常用礼貌用语及一线岗位常用句型约100句。

初级命题要求（一）考试类型笔试（含听力）、口试。

（二）考试时间及总分数1. 笔试：时间50分钟，满分60分；2. 口试：时间10分钟，满分40分。

（三）题型，题量及分值1. 笔试（60分）（1）听力理解（30分）①听句子写单词，10个空格，每个1分，共10分；②听对话写句子，1-2个对话，5个句子，每句2分，共10分;③听对话选择正确答案，5个短对话（1个回合）, 5个选择题，每题2分，共10分。

注：以上听力内容①、③两项只听一遍，第②项听2遍。

市旅游饭店英语等级考试（一）初级1.总体要求应试者应熟悉日常生活中与其所从事工作有关的最基本的词汇、习惯表达法和常用句型。

初级主要考查应试者英语听和说的能力，主要考查对象为饭店一线员工，如前厅服务员、餐厅服务员、客房服务员、行李员、维修人员、收银员等。

要求应试者能用英语在本职工作的X围内，与客人进行基本的礼节性会话，处理简单的日常工作。

2.具体要求要求认知800个基本词汇和常用短语，掌握其基本用法。

（1）听：能听懂客人用较慢语速提出的问题和要求，并能做出恰当的反应和答复。

（2）说：能简单介绍本人基本情况和工作情况；能使用礼节性语言（如问候、致谢等）；能在本职工作X围内用英语为客人服务和处理简单的问题。

3.考试形式、项目、题量、分值和时间初级考试包括听力和口语两部分，各占50分，满分100分，60分及格。

考试形式：通过计算机进行考试，试卷随机生成。

（1）听力：考生通过耳机听问题，然后在计算机上选择正确答案。

（2）口试：考试通过耳机听问题，然后通过麦克风用英语回答。

听力理解－人机考试口语测试--人机对话附：初级考试题型样题一、听力理解1.听英语翻译单词（1）hotelA.车站B.餐厅C.旅游D.饭店答案：D2.听英语翻译句子（1）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？答案：D3.听英语单句选择正确应答语（1）Coffee or tea?A. Coffee, please.B. Thank you very much.C. Yes, please.D. Not at all.答案：A二、口语测试1.听中文翻译单词（1）前台答案：front office2.听中文翻译句子（1）现在可以为您打扫房间吗？答案：May I clean your room now?3.回答简单问题（1）What’s the date today?（二）中级1. 总体要求本级应试者应具备一定的英语能力，较熟练地使用常用词汇、句型、时态以及习惯表达法，进行涉及一般日常生活、工作、社交方面的交流。

The Career English Level Test For the TouristHotel Personnel (Written Exam)Department ： Name ：I. Translating the following words and Phrases:（30%）1. confirmation_________2. deluxe suite_________3. captain _________4. D.N.D _________5. Hold on _________6. pillow ___________7. L & F _________8. 菜单 _________9. 健身中心 ________ 10. 送餐服务 _____________ 11. 总机 __________ 12. 大堂副理 _____________ 13.行李员 __________ 14. 美式早餐_______________15. 多功能厅___________1. 很荣幸您能光临我们的饭店。

2. 期待着您的下次光临。

3. 对不起打扰你了，我来打扫一下房间好吗?4. 非常抱歉，餐厅现在客满了。

5.请问您共有几位用餐？6. By the way, is there any mail for me?-7. This is the bill for the room rent of half a day8. The slippers are worn out. May I change them for you, sir?-9. Here's your clean laundry. You'd better check it.10. May I have your check-out time, please?III.Filling in the blanks appeared in theDialogues:（30%）1、 Clerk ：Good morning ，sir ．Can I help you ？Guest ：Good morning!__________________________________________我预定了一个带淋浴的单间. Clerk ：_____________________________________先生，请问您的姓名？please ？Guest ：Bradley ，John Bradley ． Clerk ：Just a moment, sir._________________________________________________________________________________________________我准备房卡给您的同时，您可以填一下这张表格么？B ：Yes ．__________________________________________可以借我一只笔用一下么，please ？2、 Clerk : Customer Service Center. Can I help you?II. Translating the following sentences （20%）单位____________________ 部门____________________ 姓名____________________………………封………………线………………内………………请………………勿………………答………………题………………Guest: This is room 324. _____________________________我房间的马桶堵了。

旅游饭店服务技能大赛服务英语题库（分工种考核）一、前台接待员：1. How would you greet a guest who just arrived at the hotel?2. List three essential skills required for a frontline receptionist.3. How would you handle a guest complaint about a noisy room?4. Name three things you would ask for when checking in a guest.5. How would you handle a situation where a guest requests to change their room?二、客房服务员：1. How do you ensure the cleanliness and tidiness of a guest room?2. How would you handle a situation where a guest requests extra towels or toiletries?3. Describe the process of turning down a guest room in the evening.4. How would you handle a situation where a guest reports a malfunctioning electrical appliance in the room?5. How do you ensure guest privacy while performing your housekeeping duties?三、餐厅服务员：1. How do you take a guest's order efficiently and accurately?2. How would you handle a situation where a guest complains about the food quality?3. Describe a situation where you did not have a certain menu item available and how you handled it.4. How do you accommodate special dietary needs or restrictions of guests?5. Describe how you handle fast-paced service during peak hours.四、厨师：1. Describe proper food handling and storage procedures in a commercial kitchen.2. How do you ensure efficiency and speed in the kitchen while maintaining quality?3. How do you handle a situation where a guest requests a dish modification or substitution?4. Describe a time when you had to resolve a conflict with a coworker in the kitchen.5. How do you prioritize and handle multiple orders simultaneously during a busy service?五、酒吧调酒师：1. What are the key skills required to be a successful bartender?2. How do you handle a situation where a guest requests a custom cocktail that is not on the menu?3. Describe the process of dealing with an intoxicated guest.4. How do you ensure accuracy while measuring and pouring different ingredients for a cocktail?5. How do you handle a situation where a guest complains about the taste or quality of a drink?六、财务部门：1. What are the main responsibilities of the finance department in a hotel?2. How do you ensure accuracy in financial transactions and records?3. Describe a situation where you had to deal with a guest's billing dispute.4. How do you handle daily cash handling and reconciliation procedures?5. What are the important financial reports that should be regularly prepared in a hotel?当今酒店行业中，各个岗位的员工都扮演着重要的角色，他们各自负责不同的任务，以确保顾客获得愉快的入住体验。

北京市旅游饭店英语等级考试一、考试的目的与意义二、考试的性质三、考试方式四、考试内容与样题（一）初级1．总体要求2．具体要求3．考试形式、项目、题量、分值和时间附：初级考试题型样题二、考试的性质北京市旅游饭店英语等级考试属于行业性英语语言能力测试，重点考查饭店从业人员以及即将从事饭店服务职业的人员在饭店业务工作中运用英语的能力及相关英语语言知识。

本考试分为初、中、高三个等级，每个等级对听说读写四个方面的能力考查侧重点有所不同。

通过某一级别英语等级考试的考试者可获得北京市旅游局颁发的相应英语等级资格证书，等级资格证书相应分为初级、中级和高级三种。

三、考试方式通过计算机进行考试，试卷随机生成。

听力：考生通过耳机听考题，然后在计算机上选择答案。

口语：考生通过耳机听问题，然后通过麦克风用英语作答。

阅读：考生通过阅读计算机上的文章，在计算机上选择答案。

写作：给考生发放写作答题纸，要求考生用笔作答。

四、考试内容与样题北京市旅游饭店英语等级考试以本考试大纲中规定的基本知识和能力要求为考核内容。

（一）初级1.总体要求应试者应熟悉日常生活中与其所从事工作有关的最基本的词汇、习惯表达法和常用句型。

初级主要考查应试者英语听和说的能力，主要考查对象为饭店一线员工，如前厅服务员、餐厅服务员、客房服务员、行李员、维修人员、收银员等。

要求应试者能用英语在本职工作的范围内，与客人进行基本的礼节性会话，处理简单的日常工作。

2.具体要求要求认知800个基本词汇和常用短语，掌握其基本用法。

（1）听：能听懂客人用较慢语速提出的问题和要求，并能做出恰当的反应和答复。

（2）说：能简单介绍本人基本情况和工作情况；能使用礼节性语言（如问候、致谢等）；能在本职工作范围内用英语为客人服务和处理简单的问题。

3.考试形式、项目、题量、分值和时间初级考试包括听力和口语两部分，各占50分，满分100分，60分及格。

考试形式：通过计算机进行考试，试卷随机生成。

旅游饭店英语等级测试（初级）一、听力理解1.听英语翻译单词（每题1分，共计10分，每道小题后有2秒钟作答时间）（1）hotelA.车站B.餐厅C.旅游D.饭店（2）Single roomA.单人房B.双人房C.双人对床房D. 套房（3）front officeA.康乐中心B.客房部C.餐饮部D.前厅部(4) BaggageA.背包B.书包C.钱包D.行李（5）internetA.互联网B.网吧C.网线D.网页（6）babysitterA.洗衣工B.计时保姆C.客人D.管家（7）brandyA.伏特加B.威士忌C.金酒D.白兰地（8）AirlineA.航班B.天气C.排队D.航线（9）orderA.点菜B.命令C.帮助D.需要（10）provideA.规定B.提供C.给予D.准备2.听英语翻译句子（每题2分，共计20分，每道小题后有2秒钟作答时间）（1）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？(2) What kind of room do you prefer?A.您有预定吗？B.您想要什么酒水？C.您想要什么房型？D.请告诉我您的房间号码？（3）May I see your passport?A.您能在这签名吗？B.我可以带您去您的房间吗？C.有什么需要帮忙的吗?D.可以看一下您的护照吗？（4）I’ ll pick up you laundry right now?A.我们马上就派人去修。

B.我马上就去您的房间。

C.很抱歉给您带来不便。

D.我马上就去取您要洗的衣服。

（5）Are you ready to order?A.您准备好点餐了吗？B.早餐几分钟后就会送到您的房间去。

C.您还要点什么？D.您还有其他命令吗？（6）We provide fax and internet service.A.我们提供寄信服务。

B.我们提供打印服务C.我们提供传真和网络服务D.我们提供衣物快洗服务。

任课教师：吴虹 《旅游专业英语》试卷（A 卷） 第1页 系（教研室）主任签字：
A卷
this registration card while I find out if there are any deluxe single rooms still available? Mrs. Yuan: very well, but this really is not my fault. Dialogue 2 Cashier: Good morning, madam. Can I help you? Guest: Yes, please. ___________6______________. Cashier: Certainly, madam. Which room, please? Guest: 102. Mrs. Cai. Cashier: ________________7_________. Guest: Thank you.. … Cashier: There you are, madam. ________________8_________? How will you be paying, madam. Guest: By cash…Mm… one, two, three. HK$ 1500. There you are. Cashier: Thank you…________________9_________. Your change is HK$115, madam. Guest: Thank you very much. Cashier: You’re welcome, madam. ________________10_______.Goodbye. 请听下面的两段段话，判断下列说法是否正确。 三. 请听下面的两段段话，判断下列说法是否正确。 Dialogue 1 1. ( )This dialogue took place in the restaurant. 2. （ ）The woman complained that the dishes were dirty. 3. ( )The woman thought it’ s all right for others to smoke. 4. ( ) The woman ordered king prawns. 5. ( )The woman wanted ice in her orange juice. Dialogue 2 6. ( )The meal is delivered on a tray. 7. ( )The guest is hungry. 8. ( )The guest wants the waiter to pour the wine. 9. ( )The guest decides to leave dishes outside the door. 10. ( ) The guest has a pen to sign the bill. Part II 翻译短语 (20 points)