1、1贵州省职业院校技能大赛酒店服务赛项客房中式铺床项目英语口试题库只是分享 2017贵州省职业院校技能大赛中职组酒店服务赛项 客房中式铺床项目英语口试题库情景应答及答题要点：1. Q：How do you respond if a guest wants to buy something nice to take back to his little girl?A：I will recommend the hotel gift shop to the guest. And if time permits, I will recommend the local market to him as w
2、ell.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? A：I will say: Thats all right. I will come back later. What time would it be convenient for you, sir? 3. Q：You are making up rooms when a guest comes
3、 and asks you to reschedule and clean up his room now, since he is having a visitor in an hour. What will you say?A： I will say: We usually do the check-out rooms first, but we can make up rooms earlier on request. 4. Q：What will you do if the guest says that she wants to use her hairdryer, but its
4、110 volts? 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.5. Q：If the guest says that he will leave and come back 2 days later, and he is not able to take the laundry the next day. What will you say?A：I will t
5、ell him: they provide “hold-for-return” service in the Laundry Department, where he can have his laundry kept until he returns. 6. Q：You are going to do turn-down service for the guest, but he is working, what will you do? A：I will ask the guest if hed like me to do the turn-down service now. If not
6、, I will ask him when it will be convenient for him.7. Q：What will you say if the guest tells you the temperature in the room is not agreeable?A：Dont worry. I will adjust the air-conditioning for you.8. Q: If the guest comes to you and says he cant open the door with the key to his room, what will y
7、ou do?A: I will go and have a check with him, and help to have his key changed if necessary.9. Q：What do you ask so as to see whether the guest needs some more help?A：Good afternoon. Is everything all right? Is there anything else I can do for you? 10. Q：If the guest complains that there is hair all
8、 over in the bathroom, what will you do?A： I will apologize first, and then I will tell the guest well have a room attendant take care of this immediately, as hygiene and tidiness is our top priority.11. Q：Try to introduce the different types and styles of rooms in the hotel to Mr. Bellows who is ma
9、king a reservation over the phone.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.12. Q：A guest tells you that he is attending an important conference, and wants to have his suit
10、dry-cleaned as soon as possible. What will you do to help?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.13. Q：What will you do if the guest wants to surf the internet in the hot
11、el？A：I will tell the guest that the hotel offers free internet service in the room. Besides, guest is always welcome to the Business Centre or the Internet Caf of the hotel.14. Q：Whats the information you give when youre introducing a guestroom to the guest？A：I will introduce the equipment, the serv
12、ices provided, special facilities and the view the guest may get from the room.15.Q：When a guest calls to ask if you can send someone to take her laundry, what will you say? A：Sure I will inform the valet to pick up your laundry. May I have your room number, please?15. Q: You show the guest to his r
13、oom, and he asks where he can get the slippers. What will you say?A: “Let me get the slippers for you, they are here in the wardrobe.”17. Q：If the guest says he would like to sleep late the next morning, what will you suggest?A：Please press the “Do Not Disturb” (DND) button before you go to bed, and
14、 you wont be disturbed the next morning.18.Q： A guest wonders if the outdoor swimming pool of the hotel is a right place to cool off and relax.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.19
15、. Q: If the guest asks you to look after the baby for her, what will you say?A: Im sorry, madam. I cant do that. Its against our hotels regulation. But we have a very good baby-sitting service. The sitters are well-educated and reliable. 20.Q：What do you need to check when you collect the guests lau
16、ndry? A： I will check how many pieces of laundry there are and see if the guest has filled out the laundry list. 21.Q：What will the attendant say to help if a guest asks to have a stain on his clothes removed?A：Sure. We will try our best to remove the stain but we cannot guarantee the result.22.Q：Wh
17、at will you say when the guest has finished checking-in at the Front Desk?A：Here is your room key and the bellboy will show you up to your room. Hope youll enjoy your stay in our hotel.23.Q：As a Front Office clerk, how do you deal with a miscalculated bill?A：I will apologize for the miscalculation t
18、o the guest first, and then check it with the department concerned. 24.Q: What will you say if the guest complains the beef steak sent by Room Service is rare, while he asked for well-done?A: Im terribly sorry. I will inform the Food and Beverage Department; theyll see to the matter and have another
19、 steak prepared to your appetite.25.Q：What will you say if there is no room available for the guest who is calling to make a reservation?A：Im sorry, but we are fully booked. Shall I put you on the waiting list? We will contact you if there is a cancellation.26. Q: If the guest says some of the light
20、s in the room are flashing, what will you do?A: Im sorry. I will inform the Maintenance Department to deal with it right away, and they will make sure to change some new lights for you as soon as possible.27.Q：What do you say to the outside phone caller when youve got no response after putting him t
21、hrough to one of the guests room? A：Im afraid he is not in the room at the moment. Would you call back later?28.Q：What will you say when you notice a guest is not feeling well? A：Are you all right / Whats the matter, Mr. Simpson? You look pale. Shall I send for a doctor?29. Q: What will you say if t
22、he guest calls to borrow a patch board?A: May I have your room number? I will send an attendant up with a patch board to you right away.30. Q: How do you respond to an unexpected request from the guest? A: Im not sure, but well see what we can do for you. / I cant guarantee, but lets see what we can
23、 do.31. Q：Tell the guest how to use the “Make up Room” sign.A：If you want the housemaid to make up your room earlier, just hang the “Make up Room” sign outside on the door.32. Q：Tell the guest how to ask for Room Service by telephone.A：You can dial 515 to ask for Room Service. Room Service is availa
24、ble round the clock.33. Q：Inform the guests about breakfast service in the hotel. A：The hotel provides buffet service for breakfast, which is available between 6:30am and 10:00 am. 34. Q：Explain to the guest the hotel preference policy in making up rooms.A：We always make up the check-out rooms first
25、, unless there is a request.35. Q： Explain to the guest the use of the Hotel Service Directory.A：By referring to the Hotel Service Directory on the writing desk, youll find detailed information about all the services we provide in the hotel.36. Q：Inform the guests about the free shoe shining service
26、 of the hotel.A：The hotel provides free shoe shining service for the guests. Just put them into the shoe basket if you want to have them polished.37. Q：Tell the guests about the voltage difference between the USA and China; remind him that the sockets in the bathroom are for 110 volts and 220 volts
27、respectively.A：The voltage here is much higher than that in the USA. Therere two sockets in the bathroom, one is for 110 volts and the other 220 volts. 38. Q：The guest would prefer the turndown service for him after 9:00 pm when youll be off duty. How do you respond?A：Dont worry, sir. I will make su
28、re to let the night staff know, and hell do the turndown service for you after 9:00 pm.39. Q：Introduce 3-4 types of laundry services the hotel provides to the guests. A：The Laundry Department of our hotel is experienced, and they provide the same-day service, the express service, the next-day servic
29、e and the express pressing service.40. Q：A guest calls to complain that there are not enough hangers in his room, how do you respond?A：Dont worry, sir, I will have some more hangers sent to your room right away. May I know your room number?41. Q：Explain to the guest how to use the door knob menu to
30、order and have his breakfast in the room.A：You may use the door knob menu to order Room Service. Just tick the items youd like for breakfast, write down the time, and hang the door knob menu outside the door before you go to bed tonight42. Q：The guest orders Room Service, and now you are delivering
31、his breakfast to the room. What do you say after knocking on the door?A：This is Room Service. Ive brought you your breakfast.43. Q：The guest complains that the water tap is leaking, and the noise of it is driving him crazy. How do you respond?A： I will tell the guest that I will report it to the Mai
32、ntenance Department and have the tap fixed as soon as possible.44. Q：Phone the guest and tell him that youve found the cell phone he lost the other day.A：This is Lost and Found. We have found your cell phone.45. Q：Apologize to the guest for the delay of his baggage delivery.A：Im sorry for the delay. But the bellman is delivering your baggage up to your room now.46. Q：A visitor comes to meet Mr. Smith in Room 2501, but he is not in the room now, what do you say to
