酒店專業(yè)英語智慧樹知到期末考試答案章節(jié)答案2024年海南大學(xué)

酒店專業(yè)英語智慧樹知到期末考試答案+章節(jié)答案2024年海南大學(xué)Listeningisaabilitytoperceivesoundsautomatically.

答案:錯AllChinesepeopleknowKungFu.

答案:錯Ifyouunderstandthespeaker’smeaning,interrupthim/herimmediatelyforsavingtime.

答案:錯Usually,same-daylaudryserviceismoreexpensivethanexpressservice.

答案:錯Complaintscanbeusedaslearningexperiences.Theycanteachyouhowtogivebetterserviceandavoidsituationsthatmayleadtocomplaintsinthefuture.

答案:對Housekeepingistoseetothecleanlinessandgoodorderofallroomsandpublicareasinthehotel.

答案:對“Heisnotavailablenow.”means“Hecan’tanswerthephonenow”.

答案:對Thewaitershouldshowthelabeltotheguestbeforepouringthewine.

答案:對Oneofthemainreasonswequalitycheckinserviceisbecausecomplaintspeoplehavearerarelyvoiced.

答案:對Aftertakingtheorder,thewaiterneedtorepeattheorderbacktoguest.

答案:對Whyshouldweaskcustomersmorequestions?

答案:Givethemaopportunitytoventtheiranger.###Sowecanmakecleartheproblemsandwhattheywants.Hotelusuallyprovidesalong-termaccommodationforguests.

答案:錯Whenwillcomplianthappen?

答案:Servicereceivediswrong.###Amenitieswillworkincorrectly.###Thecustomerisnotsatisfiedwiththeproducts.Whattopicscouldthehotelattendanttalkaboutwhenpickinguptheguestfromtheairport?

答案:Impressionofthecity###Theweatherandclimate###ThetripWhatarethechallengesthatpeoplefacewhendealingwithupsetcustomer?

答案:Makingthecustomerbelieveyouarereallyseriourabouttheirmatters.###Dealingwithcomplaints.Priceisrelativelylowerinthepeakseason.

答案:錯Bodylanguagecanhaveaneffectonhowyousoundonthephone.

答案:對Expressservice—laundrycanbedoneinthreehours.

答案:對Roomreservationisusuallythefirstconnectionbetweenguestsandthehotel.

答案:對Themaintasksoftheexecutivechefare.

答案:Managementofallaspectsofkitchenstaff###Menucreationandupdates###Inventorycontrol###Sourcing,ordering,andpurchasingfoodproductsWhatshouldmaintenancestaffpayattentiontowhenenteringtheroomforrepairing?

答案:DonotwatchTV,makephonecalls,oruseotherroomfacilities.###Donotsitonthebedorothersiteswhennotworkingintheroom.###Donottouchanypersonalbelongingofguests.###Donottakeanylookatnewspaperormagazineofguests.Ifahotelguestwantstosettlehisbill,whichwaysofpaymentcouldbeused?

答案:Mobilepayment###Creditcard###Cash###Traveler'schequeStereotypesleadto.

答案:Prejudice###DiscriminationMobilepaymentmayincludethefollowing:

答案:Alipay###WeChatpay###ApplepayWhyisitnecessarytolistentothecustomers?

答案:Sothecustomercanhaveachancetoairtheirgrievance.###Listeningwillusthereasonswhythecustomerissoangry.Whicharetheunacceptabletopics.

答案:Howoldareyou?###Areyoumarried?Whatquestionsshouldahotelattendantaskifthereisawalletlostreportfromtheguest?

答案:Couldyoudescribeyourwallet?###Doyourememberwhenandwhereyoulastsawit?WhichhotelbrandbelongstoMarriott?

答案:Sheraton###Ritz-Carlton###MarriottTherearethreemethodstoraiseculturalawareness.

答案:Perspective###Learning###RespectFurniturecouldinclude.

答案:Chair###Desk###CouchWhenrequesting,offering,orrecommendingthings,youshould.

答案:AandBonlyWhendealingwithcomplaints,whatismoreimportant?

答案:Toneofvoice.Language,food,greetings&dressare.

答案:ObjectivecultureTalkingwithashakytremblingvoice,whatdoesitimply?

答案:NervousPlease()anumbrellaand()warmwhenyouaregoingout.

答案:Ttake...keepSittingslumpedorhunched,whatdoesitmean?

答案:NotinterestedWhatisthebestwaytoansweranexternalguestcall.

答案:Goodafternoon,HotelJosephine.HowmayIhelpyou?有人在服務(wù)您嗎？

答案:Isthereanyoneservingyou?請問您有預(yù)訂嗎？

答案:Doyouhavereservation?您介意我現(xiàn)在收拾房間嗎？

答案:Wouldyoumindmemakinguptheroomnow?I’dgettingicefromthemachineonyourfloor.It’sbytheelevators.

答案:Recommendisakindofpreconceptions,whichisaboutaguestwhocanleadtojudgments.Judgmentsandfeelingsbuildupintobitsofknowledgeyou“know’aboutyourguests.ThesearecalledStereotypes.

答案:StereotypeL.E.A.F.standsfor.

答案:Listen,Empathize,takeAction,Followup.ThetitleofMrs.Means.

答案:Amarriedladyistheprimaryleaderofthepropertyofhotel.

答案:GeneralManagerThehousekeepingisresponsiblefor()ofallguestroomsinahotel.

答案:NeatnessandcleannessPlaces,towns,facilitiesthatproviderecreationandrelaxationoverandaboveaccommodation,mealsandbasicamenities.

答案:ResortThetwomaintypesofangerare.

答案:PassiveangerandaggressiveangerI’dliketohavea()at6:30tomorrowmorningbyoperator.

答案:Wake-upcallWhichadjectiveisNOTusedcorrectly?

答案:Seoulhasavariousdowntown.Therearemanythingstosee.()istheseriesofstagesaguestgoesthroughbeforetheyarriveatahotel,duringtheirstay,andaftertheyleave.

答案:TheguestcycleWhichwordsetbestfitswith:"Usingcertainmodalverbsareexcellentwaystosoftenarequestorgiveaninstruction.()

答案:Would/could/may/mightWhatdepartmenthascontactwiththeguestduringallfourstages?()

答案:FrontOfficeThefrontofficestaffwilldealwithmanyguestrequests,andhavebiginfluenceontheguest'senjoymentduringthedeparturestage.（）

答案:錯Whatarethethreerequirementsfordealingwithquestions?()

答案:Listen,care,andtellthetruth.MostpeoplemakeareservationOnlineorbyphonebeforetheyarriveatahotel,sotheydon'thavetowalkaroundtofindahotelwithroomsavailable.（）

答案:對()isthefirstplacepeoplewillgoiftheyhavequestionsorconcerns.

答案:ThefrontdeskSoftenersareusuallyatthebeginningofasentence.（）

答案:對Tobepolite,negativesentences(verb+not)shouldalwayscontainthewords“I'msorry”.（）

答案:錯Duringthearrivalstage,theguestwillcheckinandreceivetheirkeysandanyimportantinformationabouttheirroomandthehotel.（）

答案:對A()isaplaceofinterestwheretouristsvisit,typicallyforitsinherentoranexhibitednaturalorculturalvalue,historicalsignificance,naturalorbuiltbeauty,offeringleisureandamusement.

答案:TouristattractionPeoplegenerallytravelforaspecificpurpose.Thatpurposewilldeterminewherethey'llstayandhowthey'llspendtheirtimewhenawayfromhome.Assuch().

答案:Theywillhavedifferentneeds,wantdifferentamenitiesandhavedifferentserviceexpectations.Usinglandmarkscanmakeitmoredifficulttogivedirections.（）

答案:錯Nomatterwhatjobyouhaveinahotel,youareasalesperson.（）

答案:對Typicalamenitiesatahotel,insidetheroominclude().

答案:Towels,toiletriesandInternetaccessWhenofferingdirectionsinahotel,manytimesitispolitetoleadguesttotheirdestination.（）

答案:對Ratingsystemsareusedtoletpeopleknowwhatahotelgenerallyoffers.（）

答案:對()assistsguestwithrestaurantreservations,ticketsforentertainmentvenuesandarrangingtransportation.

答案:ConciergeIfyourguestwantstogosomewhereinthecity,youcangivethemamaporevendrawonewithafewlocationstheymaywanttovisit.Makesureto:().

答案:WritebothEnglishandthelocallanguagesotaxidriverscanreadit.###Givedirectionsfromtheguest'sperspective.###Bedirectwhendirecting.Youcanaddmeaningtoyourmessagebyplacingthestressonanadjective.（）

答案:對OnAverage,youhaveonly7secondstomakeagoodfirstimpression.Mosttimes,peoplehavepositiveornegativeimpressionofyouwithin3seconds.（）

答案:對Wearelookingforwardto()youagain.

答案:SeeingExcuseme,sir.Youneedto()theform.

答案:fillinEuropeansandNorthAmericansculturesoftenusesmalltalktobreakuncomfortablesilenceswhensomeoneisintheirsocialorpersonazones.（）

答案:對Askingabouthowmuchapersonmakesisacceptablesmalltalk.（）

答案:錯Askingsomeone'sageisacceptablesmalltalkontheirbirthday.（）

答案:錯()isalistoffoodandbeverageitems.

答案:MenuShiftingthefocusofastatementfromsomeonebackontoyourselfcanmakeyouseemmorepolite.（）

答案:對WhatareNOTacceptable“smalltalk”topics?()

答案:Religionandpolitics.WhatelementsareNOTpartofagoodfirstimpression?()

答案:Gettingtoknowsomeonebytalkingwiththemagain.Activelisteningallowsthelistenertounderstandandevaluatetheyhearusingbothverbalandnon-verbalmessages.（）

答案:對AsaRoomAttendant,whatisagoodwaytoannounceyourselfwhenyouknockonaguestroomdoor?().

答案:AlloftheaboveLaundryservice是指().

答案:洗衣服務(wù)Onewaytomaintainmentalfocuswhilelisteningtoaspeakeristomentallyrepeatwordstheyaresayingastheysaythem.（）

答案:對Youshouldtrytoguesswhataspeakerwillsaynextandformulateyourresponsewhiletheyaretalking.（）

答案:錯ProvidingfeedbacktothespeakerdoesNOTinclude().

答案:AddingyourownideastotheirmessageThefirststepinactivelisteningisto().

答案:PrepareyourselfmentallytogiveyourfullattentionRespondtothestatement:“Ineedmoretowels.”()

答案:Howmanytowelswouldyoulike?Criticalthinkingmeans().

答案:Toquestioneverythingyousee,hear,readexperienceandnottakethingsatfacevalue.Maintainingeyecontactandmirroringexpressionsarewaystoshowinterestinwhatthespeakerissaying.（）

答案:對Peoplewillavoid()inlineupsorelevatorsbecausetheyfeelinsecureaboutotherpeopleintheirpersonalspace.

答案:EyecontactTouchistheleastpowerfulformofnon-verbalcommunication.（）

答案:錯Amessagewillseeminsincereiftheverbalandnon-verbalmessagesinconsistent.（）

答案:對Alinecook'smainresponsibilityistopreparesaladsanddesserts.（）

答案:錯Wheninconversation,agoodamountofpersonalspacewouldbe().

答案:ArmslengthAsimpletechniquetoimproveeyecontactistolookintoaperson'seyeslongenoughtonoticewhatcolortheyare.（）

答案:對Whenmeetingsomeone,youshouldmake()secondsofeyecontact,and4-5secondsatatimeduringconversation.

答案:2-3Agoodhandshakemeanshandsconnectwebtoweb,isfirmbutnottoostrong,goesinanupdownmotionlasting3-4seconds,allwhilemakingeyecontact.（）

答案:對Overhalfofhowwecommunicateisthroughbodylanguage.（）

答案:對Signalsthatsomeoneis“strongandconfident”are().

答案:Standingtallwithshouldersback###Usingpurposefulanddeliberategestureswithhandsandarms###Solideyecontactwith“smiling”face###Slow,clearspeechwithalowertoneofvoiceMostGermansdemandgoodmanners,sousetheirtitleandlastnameunlessinvitedtousetheirfirstnames.（）

答案:對IntheTripleA'sofglobalservice,“Adaptability”means().

答案:Reactingtodifferentsituationsinaflexiblemannerandchangingthewayyouinteractwithpeoplefromdifferentcultures.Whengreetingaguest().

答案:Alloftheaboveareequallyimportant.Ifsomeonehaswaitedforyoutohelpthem,youshould().

答案:Alwaysthanktheguestfortheirpatiencewhilewaiting.Usingtitlesandsurnamestocallyourguests.（）

答案:對Whenservingpeoplefromothercountries,youshould().

答案:AdaptyourserviceandlanguagetothemAnytimeaguestcomeswithin()ofastaffmember,thestaffmembershouldaddasinceregreetingorgesturetothesmileandeyecontact.

答案:5feetUsually,Russianstakegreatprideintheircountry,lovethearts,andplaceahighvalueontheirfamilies.（）

答案:對Anytimeaguestcomeswithin()ofastaffmember,thestaffmembershouldmakefriendlyeyecontactandgivethemawarmsmiletoacknowledgethem.

答案:10feetPeoplewillfeelcomfortablewhen().

答案:Youspeaktothemappropriatelyonmeetingortakingleave.Allteenagerslikepunkmusicandsmoke.（）

答案:錯Beforetheinterview,pleaseensure().

答案:AlloftheaboveSomewomentravelersmaybeinterestedintheSpaandthegiftshop.（）

答案:對Stereotypesareideasandopinionswebelievearetrueabout().

答案:AlloftheaboveInterviewquestionsaregenerally()questions.

答案:Behavior-relatedAmericansonlyliketoeathamburgersandpasta.（）

答案:錯Yourattitudeshowsthroughinyourtoneofvoice.Toshowyouareinterested,youshould().

答案:RaiseandloweryourvoicetoemphasizecertainpointsDuringtheinterview,youmay().

答案:Presentyourexperiences,includingtravel,volunteerassignmentsandschoolclubs###Presentyourrelevantwork###Presentyourprojectsandachievements###PresentyourselfprofessionallyThere’sanew()restaurantinthehotel.

答案:ChineseThatguyhasaoldsuit,sohemustbepoor.（）

答案:錯Iwouldlike()yourreservation.

答案:ToconfirmThebestwaytodevelopculturalawarenessistostepbackandtakealookatyourself.Thismeans().

答案:Youshouldtrytounderstandhowpeopleseeyou.Seeingsomethingfromanotherpointofviewisthesameasseeingitfromtheir()。

答案:PerspectiveHavinggoodcustomerserviceskillscanhelpyoucommunicateinasensitiveandflexiblemannerwithpeoplefromothercultures.（）

答案:錯()isakindofservicesoritemsofferedtoguestsorplacedinguestroomsforconvenienceandcomfortandatnoextracost.

答案:AmenityResortsaregenerallyinavacationsettingcenteredaroundarecreationorattractionsuchasskiing,golf,themepark,orbeachgetaway.（）

答案:對Youshouldalwaysaddressadultsfromotherculturesbytheir().

答案:LastnameWhatisNOTanexampleofculturaldifferences?()。

答案:Thecurrencyweusetopayforthings.Aftergreetinganewguest,thereceptionist’sfirstactionshouldbeto().

答案:Checktheguest’sreservationGoodMorning,()Ihelpyou?

答案:MayChinesebreakfastisallthesamefromoneprovincetootherprovinces.

答案:錯Donotknockorenterroomsdisplaying“DoNotDisturb”.

答案:對Asaattendant,youcanwearaccessoriesasyouwantto.

答案:錯Smokealarmisveryimportant.

答案:對Themenuisuselessforthewaitertorecommenddishestoguests.

答案:錯95%ofcomplainingcustomerswilldobusinesswithyouagainifresolvethecomplaintimmediately.

答案:對Butlerneedtomakesuretheguestdeparturetimebeforeguestliving.

答案:對Theexecutivehousekeeperisamemberofthemanagementteam,inchargeofallaspectsoffoodproduction,frommenuplanningtopurchasecosting.

答案:錯Whensayingnotosomeone,yourgoalistosayyestothepersonwhilesayingnototherequest.

答案:對Don'tusethepronoun“we”whentalkingtoguesttoshowyourepresentthecompany.

答案:錯Americantravelerswillwanttoshopforbigbrands.

答案:錯Guestscanprint,faxandshipfromthehotelbusinesscenter.

答案:對Smalltalkistheconversationwhichcanbreaktheice.Whichofthefollowingsentencesaresmalltalkswhenpickingupaguest?

答案:Isityourfirsttimehere?###Doyoulikethefoodhere?###Beautifulday,isn’tit?###Howwasyourtrip?WhichofthefollowingstatementsisNOTtrue?

答案:Afterwehavesolvedthecomplaint,wedon’tneedtocontactthecustomer.###Whenthecomplainthappens,youjustneedtolistentothecustomeranddon’tneedtodoinvestigation.###Complaintsisjustaworkandwecannotgetanythingfromit.Chinesecuisinecanbeclassifiedintodifferentstylesbyregion.

答案:對Whichofsentencecanbeusedtopraiseothers?

答案:Youlookgreat.###Yourdressisverynice.###Youaresofriendly.###Thelittlegirl/boyissocute.TheexecutiveHousekeepershouldbemanagementofequipment,andsupplies,and.

答案:Preservationofbuildingfinishes,fabri