旅館業(yè)英語(yǔ)溝通能力測(cè)試考核試卷

旅館業(yè)英語(yǔ)溝通能力測(cè)試考核試卷考生姓名：__________答題日期：__________得分：__________判卷人：__________

一、單項(xiàng)選擇題（本題共20小題，每小題1分，共20分，在每小題給出的四個(gè)選項(xiàng)中，只有一項(xiàng)是符合題目要求的）

1.Whichofthefollowingisthecorrectwaytogreetaguestarrivingatthereceptiondesk?

(A)Hello,howdoyoudo?

(B)Goodmorning,sir.HowcanIassistyou?

(C)Whatdoyouwant?

(D)Areyoucheckingin?

2.Whenaguestasksforanextrapillow,howshouldyourespond?

(A)Wedon'thaveanyextrapillows.

(B)Sure,I'llsendoneuprightaway.

(C)Whydoyouneedanextrapillow?

(D)Youshouldhavebroughtyourownpillow.

3.Whichsentenceisgrammaticallycorrectwhenconfirmingareservation?

(A)Youhaveareservationfortomorrow,right?

(B)Youarehavingareservationfortomorrow.

(C)Youwillbookaroomfortomorrow.

(D)Yourreservationisconfirmedfortomorrow.

4.Ifaguestinquiresaboutthecheckouttime,whichresponseisappropriate?

(A)Youcancheckoutwheneveryoulike.

(B)Ourstandardcheckouttimeis12noon.

(C)Whydoyouwanttoknowthecheckouttime?

(D)Wedon'tallowgueststocheckout.

5.Howcanyouofferassistancetoaguestwholookslostinthehotellobby?

(A)Doyouneedanyhelp?

(B)Youseemconfused.CanIhelpyou?

(C)Whyareyoustandingheredoingnothing?

(D)Youshouldknowyourwayaround.

6.Whichofthefollowingphrasesiscommonlyusedwhenthankingaguest?

(A)You'rewelcome,sir.

(B)Noproblem,ma'am.

(C)Wedon'tneedyourgratitude.

(D)Thankyoufornotcausingtrouble.

7.Whichquestionisappropriatewhentakingaroomreservationoverthephone?

(A)Whenwillyoupayfortheroom?

(B)Howmanypeoplewillbestayingintheroom?

(C)Doyouhaveanypets?

(D)Whatisyourcreditcardnumber?

8.Wheninformingaguestaboutahotelfacility,whichstatementiscorrect?

(A)Ourpoolisclosedfortheseason.

(B)Youcan'tusethegymbecauseit'sunderrenovation.

(C)Therestaurantisopenforbreakfast,lunch,anddinner.

(D)Wedon'thaveanyamenitiesforguests.

9.Howshouldyourespondtoaguestcomplaintaboutnoise?

(A)It'snotourproblem.

(B)Iapologizefortheinconvenience.LetmeseewhatIcando.

(C)Whyareyousosensitivetonoise?

(D)Youshouldhaverequestedaquieterroom.

10.Whichofthefollowingphrasesisusedtoapologizeforamistake?

(A)It'snotmyfault.

(B)I'msorryforthemisunderstanding.

(C)It'syourresponsibilitytocheckthedetails.

(D)Whydidn'tyounoticethemistakeearlier?

11.Whenaguestasksfordirectionstotheelevator,whichresponseisappropriate?

(A)Gostraightandturnleft.

(B)Elevator?Wedon'thaveone.

(C)Whycan'tyoufindtheelevator?

(D)It'syourproblemifyougetlost.

12.Whichsentenceiscorrectwhenofferingadditionalservicestoaguest?

(A)Wecanofferyouawake-upcallifneeded.

(B)Youdon'tneedanyadditionalservices.

(C)It'snotpossibletoprovideextraservices.

(D)Youshouldhaverequestedthatbeforecheckingin.

13.Howcanyouaskaguestiftheyaresatisfiedwiththeirstay?

(A)Areyouhappywithyourroom?

(B)Whyareyoustillhereifyou'renotsatisfied?

(C)Wedon'tcareaboutyoursatisfaction.

(D)Youshouldhavechosenadifferenthotel.

14.Whichofthefollowingphrasesisusedwhencheckingaguestout?

(A)Didyouenjoyyourstaywithus?

(B)Hurryupandleave.

(C)Youshouldhavepaidearlier.

(D)Whyareyoucheckingoutsolate?

15.Whenpromotingthehotel'srestauranttoaguest,whichstatementiseffective?

(A)Ourrestauranthasawidevarietyofdeliciousdishes.

(B)Youshouldeatoutsidethehotel.

(C)Therestaurantisalwaysfull,soyouwon'tgetatable.

(D)Wedon'trecommendourownrestaurant.

16.Whichquestionisappropriatewheninquiringaboutaguest'spreferences?

(A)Doyoupreferaroomwithaviewofthecityorthegarden?

(B)Whydoyouhavespecificpreferences?

(C)Wedon'taccommodatespecialrequests.

(D)What'syourproblemwiththestandardroom?

17.Howshouldyourespondtoaguest'scomplimentaboutthehotel?

(A)It'sourpleasuretoserveyouwell.

(B)Wedon'tneedyourcompliments.

(C)Whydon'tyoucomplimentthestafftoo?

(D)Thehotelisnotasgoodasyouthink.

18.Whichofthefollowingphrasesisusedwhenofferingassistancewithluggage?

(A)CanIhelpyouwithyourluggage?

(B)Youshouldcarryyourownluggage.

(C)Whydoyouhavesomuchluggage?

(D)Wedon'tprovideluggageassistance.

19.Whenprovidinginformationaboutthehotel'sWi-Fi,whichstatementisaccurate?

(A)Wi-Fiisavailableinallareasofthehotel.

(B)Wedon'tprovideWi-Fitoguests.

(C)WhydoyouneedWi-Fi?

(D)YoushouldpayextraforWi-Fiaccess.

20.Whichsentenceiscorrectwheninvitingaguesttoreturntothehotel?

(A)Wehopetoseeyouagainsoon.

(B)Whywouldyoucomebackhere?

(C)Wedon'twantyoutoreturn.

(D)Youshouldfindabetterhotelnexttime.

二、多選題（本題共20小題，每小題1.5分，共30分，在每小題給出的四個(gè)選項(xiàng)中，至少有一項(xiàng)是符合題目要求的）

1.Whichofthefollowingarecommonroomtypesofferedinahotel?()

(A)Singleroom

(B)Doubleroom

(C)Suite

(D)Apartment

2.Whenhandlingguestcomplaints,whichactionsareappropriate?()

(A)Listeningcarefullytotheguest'scomplaint

(B)Apologizingfortheinconveniencecaused

(C)Offeringasolutiontotheproblem

(D)Ignoringtheguest'scomplaints

3.Whatinformationshouldyouprovidewhenaguestasksaboutthehotel'samenities?()

(A)Poolavailability

(B)Gymhours

(C)Restaurantreservationpolicy

(D)Priceoftheamenities

4.Whichphrasesaresuitableforwelcomingguests?()

(A)Welcometoourhotel!

(B)We'regladyouchosetostaywithus.

(C)You'relate,whydidn'tyouarriveearlier?

(D)Canyouhurryupandcheckin?

5.Whencheckingaguestintoaroom,whichproceduresshouldbefollowed?()

(A)Verifytheguest'sidentity

(B)Explainroomfeaturesandhotelamenities

(C)Providetheguestwitharoomkey

(D)Askforpaymentupfront

6.Howcanyouensureaguest'scomfortduringtheirstay?()

(A)Inquireabouttheirroompreferences

(B)Offerassistancewithluggage

(C)Provideinformationabouthotelservices

(D)Ignoretheguest'srequests

7.Whichstatementsaretrueregardinghotelsafetyandsecurity?()

(A)Roomsshouldhaveapeepholeorsecuritychain

(B)Hotelsshouldhaveasystemforreportinglostkeys

(C)Guestsshouldbeinformedaboutemergencyexits

(D)Hotelstaffshouldnotbetrainedinfirstaid

8.Whatareappropriatewaystoaddressguests?()

(A)Use"sir"or"ma'am"

(B)Addressthembytheirnameifknown

(C)Usetheirroomnumberinsteadoftheirname

(D)Avoideyecontactandspeakinamonotonevoice

9.Whichservicesmightguestsexpecttobeincludedintheroomrate?()

(A)Dailyhousekeeping

(B)Wi-Fiaccess

(C)Useofthefitnesscenter

(D)Mini-baritems

10.Howshouldyourespondifaguestasksforextratowels?()

(A)Askhowmanytowelstheyneed

(B)Delivertheextratowelspromptly

(C)Explainanylimitationsonthenumberoftowels

(D)Refusetherequestandsaytheyshouldusethetowelsprovided

11.Whenaguestinquiresaboutlocalattractions,whichactionsshouldyoutake?()

(A)Provideinformationaboutnearbypointsofinterest

(B)Offeramapofthearea

(C)Suggestactivitiesbasedontheguest'sinterests

(D)Saythatyouarenotfamiliarwiththelocalarea

12.Whatshouldyouconsiderwhenupsellingaroomorservicetoaguest?()

(A)Theguest'sbudget

(B)Theguest'sneedsandpreferences

(C)Theavailabilityoftheupgradedroomorservice

(D)Theguest'sreluctancetospendmore

13.Whichsituationsmayrequireahoteltoofferadiscounttoaguest?()

(A)Along-termstay

(B)Aproblemwiththeroom,suchasabrokenAC

(C)Alast-minutebooking

(D)Aguestcomplainingaboutnoise

14.Whenshouldyouuseformallanguagewithguests?()

(A)Whengreetingthemuponarrival

(B)Whendiscussingbillingorcomplaints

(C)Whenofferingassistancewithaseriousmatter

(D)Whenchattinginformallyabouttheweather

15.Whichqualitiesareimportantforahotelstaffmembertopossess?()

(A)Friendliness

(B)Patience

(C)Knowledgeofhoteloperations

(D)Asenseofurgencyinallinteractions

16.Whatshouldyoudoifaguestappearstobeintoxicated?()

(A)Offerthemaglassofwater

(B)Helpthemtotheirroomifnecessary

(C)Refrainfromservingthemmorealcohol

(D)Ignorethesituationandletthemdealwithitthemselves

17.Whenisitappropriatetocallaguestbytheirfirstname?()

(A)Iftheyhaverequestedit

(B)Ifyouhaveestablishedarapportwiththem

(C)Iftheyareaddressedbytheirfirstnameinthereservation

(D)Always,tomaketheinteractionmorecasual

18.Whichtasksarepartofthecheck-outprocess?()

(A)Settlingtheguest'saccount

(B)Returningtheroomkey

(C)Askingforfeedbackaboutthestay

(D)Checkingtheroomforitemsleftbehind

19.HowcanyouensureclearcommunicationwithguestswhohavelimitedEnglishproficiency?()

(A)Speakslowlyandclearly

(B)Usesimplewordsandphrases

(C)Usegesturesandvisualaidswhennecessary

(D)Avoidcommunicatingwiththemtoavoidpotentialmisunderstandings

20.Whichactionscanhelpcreateapositiveimpressionofthehotel?()

(A)Maintainingcleanlinessinpublicareas

(B)Beingattentivetoguests'needs

(C)Offeringpersonalizedrecommendations

(D)Frowningandbeingunhelpfultoshowauthority

三、填空題（本題共10小題，每小題2分，共20分，請(qǐng)將正確答案填到題目空白處）

1.Thestandardcheck-intimeatmosthotelsisusually_______o'clockintheafternoon.()

2.Ifaguestasksforawake-upcall,itisimportanttoconfirmthetimetheywanttobe_______at.()

3.Thefrontdeskstaffshouldalwaysbereadytoassistguestswithany_______theymayhave.()

4.Whenhandlingacomplaint,it'scrucialtoshowempathyand_______fortheinconvenience.()

5.Theterm"doubleroom"usuallyreferstoaroomwitha_______bed.()

6.Hotelsoftenprovidea_______withtheroomkeytoinformguestsofimportantinformation.()

7.Whengreetingaguest,it'spolitetosay,"Goodmorning,welcometoourhotel.HowmayI_______you?"()

8.Ifaguestiscelebratingaspecialoccasion,thehotelmightoffera_______asagestureofgoodwill.()

9.Theconciergecanprovideinformationonlocalevents,makerestaurantreservations,and_______ticketsforguests.()

10.Toensureguestsatisfaction,hotelsshouldregularly_______theirfacilitiesandservices.()

四、判斷題（本題共10小題，每題1分，共10分，正確的請(qǐng)?jiān)诖痤}括號(hào)中畫(huà)√，錯(cuò)誤的畫(huà)×）

1.Itisacceptabletouseaguest'sfirstnamewithouttheirpermission.()

2.Ahotelisnotresponsibleforitemsleftbehindbyguestsaftercheck-out.()

3.Itisstandardpracticetoofferalatecheck-outtoguestswithoutanyadditionalcharge.()

4.Guestsshouldalwaysbeaddressedwitha"sir"or"ma'am"toshowrespect.()

5.Hotelstaffshouldavoidmakingeyecontactwithgueststorespecttheirprivacy.()

6.Itistheresponsibilityofthehoteltoprovideasafeenvironmentforallguests.()

7.Guestsarerequiredtopayforanydamagestothehotelpropertyuponcheck-out.()

8.Ahotelcanrefuseservicetoaguestwhoisintoxicatedandcausingadisturbance.()

9.Allhotelshavea24-hourfrontdesktoassistguestsatanytime.()

10.Itiscommonforhotelstochargeanadditionalfeeforusingthemini-barintheroom.()

五、主觀題（本題共4小題，每題5分，共20分）

1.Describehowyouwouldhandleasituationwhereaguestarrivesatthehotelreceptionwithacomplaintaboutanoisyneighbor.Whatstepswouldyoutaketoensuretheguest'scomfortandsatisfaction?(5points)

2.Imagineaguesthasrequestedanearlycheck-in,butthehotelhasastrictcheck-inpolicy.Howwouldyoucommunicatethistotheguestinawaythatisbothprofessionalandunderstandingoftheirneeds?(5points)

3.Aguestapproachesthefrontdeskaskingforrecommendationsonlocalrestaurants.Whatinformationwouldyouprovide,andhowwouldyoutailoryoursuggestionstomatchtheguest'spreferences?(5points)

4.Discusstheimportanceofculturalsensitivityinthehotelindustryandprovideanexampleofhowyouwouldadaptyourcommunicationstyletoaccommodateaguestfromadifferentculturalbackground.(5points)

標(biāo)準(zhǔn)答案

一、單項(xiàng)選擇題

1.B

2.B

3.D

4.B

5.A

6.A

7.B