《饭店专业英语》Part 2 Unit 12 Lost and Found Service

酒店英语智慧树知到课后章节答案2023年下海口经济学院海口经济学院第一章测试1.The following are the basic premises for room upgrading EXCEPT:A:double sellingB:equipment damageC:out of orderD:overbooking答案:out of order2.The Reservations Department is responsible for carrying out the followingduties EXCEPT:A:Receiving the reservationsB:Updating the periodical report of guest resourcesC:Waking the guest up on time the next morningD:Taking care of all reservation-related procedures答案:Waking the guest up on time the next morning 3.Which is the duty of a concierge?A:Keeping in contact with guest resources.B:Maintaining accurate files on all reservations.C:Handling baggage for hotel guests.D:Updating the periodical report of guest resources.答案:Handling baggage for hotel guests.4.To reduce customers’ complaints, we are not supposed to:A:Stay quiet and listenB:Avoid difficult clientsC:Identify complaintsD:Resolve ahead of time答案:Avoid difficult clients5.Which should be the first step of check-out service:A:Answering any questions concerning the bill that the guest may have.B:Asking if the guest has recently signed any new bills.C:Presenting the bill and total to the guest.D:Printing the bill for the guest.答案:Asking if the guest has recently signed any new bills.第二章测试1.What should the room attendant do when the luggage arrived at the floorbefore the team gusts live in the rooms:A:Check the room numbers and deliver the luggage one by oneB:Check the luggageC:Open the doorsD:Take the luggage to a safety place答案:Check the room numbers and deliver the luggage one by one 2.Which is not in the same class of word with ”towel rack”:A:BathtubB:Washing basinC:SofaD:Toilet答案:Sofa3.What should the room attendant say when knock on the guest’s door:A:Housekeeping.B:Housekeeping. May I come in?C:Is there anybody inside?D:I’m room attendant.答案:Housekeeping. May I come in?4.Which is NOT included in the personal laundry service for the guests:A:ReplacementB:LaundryC:Pressing and ironingD:Shoe shining答案:Replacement5.What personalized housekeeping service can help the guests who is afraid ofoversleeping:A:laundry serviceB:room serviceC:morning call serviceD:turn-down service答案:morning call service第三章测试1.What is the F&B Department responsible for?A:Waking the guest up on time the next morningB:The food and drink that the guests will consume during their stayC:Maintaining accurate files on all reservations D:Communicating with staff throughout the night答案:The food and drink that the guests will consume during their stay 2.Which statement is NOT used when acquiring dining information onreservation calls:A:When would you like your table, Miss?B:When should we expect you, Madam?C:Can I get another beer for you?D:For how many people, sir?答案:Can I get another beer for you?3.What should be done first when there are no available times for the guest tomake a reservation:A:Ask the guest if another time or date would work for them.B:Ask the guest if he needs directions or a taxi to bring him out.C:Ask the guest to find another restaurant by himself.D:Suggest the guest to dine elsewhere.答案:Ask the guest if another time or date would work for them.4.It is necessary to occasionally overbook NOT because:A:Guests may cancel their reservation.B:The restaurant wants to make an impression of being popular and busy.C:The restaurant wants to ensure there will be no empty tables on busynightsD:Sometimes guests do not show for their reservation.答案:The restaurant wants to make an impression of being popular and busy.5.Which comes the first in the procedure of offering Chinese style F&B service:A:Confirming the details of the orders.B:Presenting the Chinese menu and beverage list.C:Showing the guests to the table and have them seated.D:Recommending Chinese liquors and Chinese style dishes.答案:Showing the guests to the table and have them seated.第四章测试1.Which of the following is NOT an indoor facility:A:billiardsB:ATVsC:fitness centerD:beauty salons答案:ATVs2.Which one is NOT likely to be involved in normal hotels:A:Beauty salons & wellness treatment centersB:Children’s playrooms and assorted facilitiesC:Convalescent homeD:Health spas & fitness centers答案:Convalescent home3.Where can the guests find the oxygen room and cardiovascular fitnessequipment?A:At the billiardsB:At the saunaC:At the health clubD:At the swimming pool答案:At the sauna4.What service cannot be found in the beauty salon?A:ManicureB:Medicated bathC:FacialD:Haircut答案:Medicated bath5.Which equipment cannot be found at the health club:A:Massage armchairB:Stationary bicycleC:Stair machineD:Weight bench答案:Massage armchair第五章测试1.The following are the common machines in a business center EXCEPT:A:photocopierB:fax machineC:printerD:drying machine答案:drying machine2.Who is the most important role in convention service?A:A subordinate managerB:A keynoterC:A kitchen managerD:A convention manager答案:A convention manager3.Which is inappropriate for a professional convention staff to do?A:Have proper body language and smile to welcome guestsB:Have friendly and direct eye-contact with meeting delegatesC:Talk about politics and religious belief to know the guests’ cultureD:Keep a neat, well-groomed appearance答案:Talk about politics and religious belief to know the guests’ culture4.Who are supposed to assist the guests to finish the Deposit Form orValuables Deposit Form?A:The staff in the business centerB:The clerks in the front deskC:The staff in the lost and found departmentD:The clerks in the left-luggage office答案:The clerks in the left-luggage office5.The main service offered by exhibition center usually includes:A:Discuss something about the exhibitionB:Book an exhibitionC:All of the aboveD:Serve during the exhibition 答案:All of the above。

《饭店英语2》教学大纲（Hotel English 2）（供四年制旅游管理专业2012级试用）课程编号：总学时数：48(36+12)学分数：3开课单位:商学院课程的性质与任务《饭店英语2》是旅游管理专业的专业方向课程。

本课程的目的是，使学生具备掌握英语基础知识和技能以及运用饭店英语的能力，从而达到酒店管理专业学生应具备的整体知识文化水准和相应的业务素质。

通过学习，培养学生在具有一定的公共英语听、说、读、写的基础上，掌握旅游饭店行业服务与管理的专业英语，包括旅游饭店英语的专业词汇、句型、表达方法，使学生基本具备用英语进行旅游饭店行业管理与服务的能力，为从事旅游饭店业工作的需要打下良好的基础。

执行教学大纲应该同时根据专业的具体特点、教学计划以及学生的实际情况，拟定比较详细的符合教学大纲的教学进度。

课堂教学中要充分调动学生的积极性，对一些问题应多组织讨论。

本课程是考试课程，建议考试形式：闭卷笔试。

大纲内容与要求第十一章Food & Beverage Service in Western Style 西餐服务第一节Dialogue 情景对话1.Serving an English breakfast 英式早餐服务2.Serving lunch a la carte 午餐零点服务3.Tendering at the bar 酒吧服务4.Arranging a buffet dinner 冷餐会服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.A Letter of Confirmation for Banquets 宴会确认信第四节Feature Reading 特色阅读1.The Menu 菜单教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。

《饭店服务英语》（第二版）参考答案unit 1Classroom Activity I--- I’d like to reserve several rooms at your hotel.--- I want to reserve three twin rooms and one family suite.--- Can I have your name, please?--- Mary Brown--- Can you give me your telephone number?--- No. 1125 College Road, Haidian District, Beijing.--- When will you be arriving, please?--- three twin rooms and one family suite for three night from Oct. 10th to Oct. 12th. Is that right? --- We are looking forward to seeing you.Classroom Activity II---Good morning. This is Hilton Hotel. Can I help you?--- I would like to reserve rooms at your hotel.---Wait a moment, please. I’ll put you through.--- Room Reservation. Can I help you?---This is International Travel Agency in China. We’d like to rese rve eight single rooms and five double rooms from Sep. 15th to Sep. 20th for an American travel group.---Wait a moment, please. Let me check.. Yes, we have.---How much will be spent for a room?---130 dollars for a single room and 150 dollars for a double.---Does this include food bills?---No. Sorry. It doesn’t.---Do children get discount?---Yes. Children under 12 years old are charged half.---By the way, do we need to pay money for an extra bed?---I’m sorry, sir. We don’t provide extra bed service at present. Is there anything else?---No, thank you.---May I know your name, sir?---Wangping.---It’s all right. Thank you.Part FourII. vacancy, guest, reservation, address, Fax, suite, double room, arrival, waiting list, confirm; III. 1.（F) 2. (T) 3. (T) 4.(F) 5. (T)IV.1. What kind of room would you like?2. I’d like to reserve a presidential suite.3. We have a high occupancy in peak seasons.4. You can reserve rooms by letters, by telephone, by Fax. or by e-mail, we will give you a reply according to the situation.5. Front office is one of the most important departments in a hotel.6. Would you like us to put you on our waiting list and call you in case we have a cancellation?7. I’m sorry our single rooms are occupied, but I can reserve you a double room.8. By the way, May I have a more spacious room?9. We are glad to accept your reservation.10. Good-bye. We are looking forward to your coming.V.当你在饭店注册登记时，饭店会要求你预付定金。

《饭店英语》课程标准2023年10月目录一、课程信息 (1)二、课程性质与任务 (1)（一）课程性质 (1)（二）课程任务 (2)三、课程目标与要求 (3)（一）课程目标 (3)（二）课程要求 (4)四、课程结构与内容 (4)（一）教学内容选择与组织原则 (5)（二）教学内容组织构架 (5)五、学生考核与评价 (7)六、教学实施与保障 (9)（一）教学实施 (9)1.教学理念 (9)2.教学模式 (9)3.教学方法与手段 (10)4.学法 (10)5.教学实施过程 (11)（二）教学实施保障 (12)1.师资保障 (12)2.教学资源保障 (13)一、课程信息课程名称：饭店英语学时：64学分：4适用专业：旅游英语，酒店英语，酒店管理二、课程性质与任务（一）课程性质《饭店英语》课程是旅游英语专业酒店方向的专业核心课程，同时也是酒店英语，酒店管理等专业方向的专业基础课程，是一门理论知识和实践技能并重的理实一体化课程。

本课程作为旅游英语专业的专业基础课之一，基于工作环境设计，以职业素养培养为核心，旨在通过创设酒店服务情境，要求学生在仿真情境下学习英语表达和酒店英语交际基本技能，通过理论传授与实训培养学生熟练运用英语进行交流的能力，培养能从事涉外酒店各部门工作的高素质技能型专业人才，从而适应涉外酒店行业对服务人员英语能力的要求，是一门应用性、实践性强的课程。

（二）课程任务本课程内容源自涉外酒店工作需要，紧紧围绕酒店工作环境和岗位内容进行设计，服从服务与酒店业的职业要求。

课程设计充分考虑酒店实际工作需要，以行业实际需要的各项能力培养作为教学目标，教学内容围绕酒店各个岗位的工作内容展开，运用任务驱动教学模式，以学生的“学”为中心组织“任务化”的课程学习活动，并结合指导讲授、案例讨论、小组课业、模拟实训等多种教学方式，多角度培养学生运用英语进行交流并完成工作任务的能力。

本课程在内容选择时突出对学生英语语言交流能力的训练，理论知识的选取紧紧围绕涉外酒店各岗位的工作任务来进行，同时兼顾高等职业教育对理论知识学习的需要，针对行业发展的最新动态及未来走向指导学生做好正确的知识储备和心理准备。