《饭店英语听说》期中考试笔试卷
一、单项选择题（每题3分，共30分）
1.The word “reservation” equals to（）.
A. service
B. book
C. investment
D. settle the bill
2. “double room” is （）.
A. 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 is （）.
A、登记卡
B、房卡
C、信用卡
D、身份证
4. “walk-in guest” means （）.
A. 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 to（）.
A. 存钱
B. 押金
C. 取钱
D. 维修
6.DDD means（）
A. 国内直拨电话
B. 国际直拨电话
C. 省内长途电话
D. 国内长途电话
7. An operator offers the below services except（）.
A. book a room
B. give direction
C. transfer phone calls
D. make wake-up calls
8. Which department shows the service of a hotel （）.
A. room reservation
B. front desk
C. housekeeping
D. concierge service
9. The phrase “laundry service” means （）..
A. 客房服务
B. 叫餐服务
C. 洗衣服务
D. 叫醒服务
10. 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 hotel D .Please enjoy your stay.
二、多选题（每题4分，共40分。多选、少选、漏选均不得分）
1. In which ways can the guests make a reservation?（）
A. face to face talking
B. by phone
C. by mail
D. by fax
2. As an operator, you should be（）
A. patient
B. friendly
C. helpful
D. polite
3.The concierge’s duties include( ).
A. carry luggage B book tickets C. book taxis D. book rooms 4. When a guest check in, he should show（）.
A. ID card
B. passport
C. credit card
D. name card
5. Which have the same meaning?（）
A. room card
B. room key
C. key card
D. credit card
6. As an operator, you should/can（）.
A. be patient and polite
B. be good at math
C. be good at English and Mandarin
D. drive
7. In what ways the guests can usually pay their hotel bills?（）
A. by credit card
B. by Visa card
C. by cash
D. by mail
8. Where can a guest check in? （）
A. front desk
B. café
C. convention
D. reception desk of executive floor
9. A hotel reservation list includes ( )
A. name
B. departure time
C. arrival time
D. phone number
10. An operator is responsible for（）
A. providing advisory service
B. transferring phone calls
C. check-in and check-out
D. responding to fire alarms
三、根据提问或要求选择应答语（每题3分，共10分）
1. May I see your passport please?（）
2. Could I pay by credit card?（）
3. May I know your departure time?（）
4. Have you made any reservation?（）
5. What kind of room would you like?（）
6. Do you have any special requests? （）
7. Where should I put your luggage?（）
8. I’d like to call Mr. Green in Room 1224.（）
9. How can I make a phone call directly from my room?（）
10.I’d like to have a wake-up call tomorrow morning.（）
A. I’m afraid not.
B. Perhaps 10:00.
C. Here you are.
D. Certainly, sir.
E.Anywhere, please.
F. DDD or IDD?
G.At what time, madam? H. Yes, I must have a non-smoking room.
I.Please wait a moment and I will check the room availability.
J.I’ll transfer your call. Hold on, please!
K.Please call me again if you need any help.
L.I’d like to have a single room with breakfast.
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