杭州市中等职业学校师生职业能力大赛酒店服务赛项英语口试题库.docx

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1、杭州市中等职业学校师生职业能力大赛旅游服务赛项英语口试题库一、中餐宴会摆台与服务部分情景应答及答题要点：1. Q: What information do you give when introducing your restaurant to the guest?A: I would tell the guest about the style, the specialties, the popular dishes, the business hours of the restaurant.2. Q: What will a bartender tell the guests about

2、Margarita?A: A Margarita is a popular cocktail made by mixing one part of tequila and three parts of dry wine and lemon.3. Q: What will you do when the guest tells you that there5s a miscalculation in the bill?A: I will check with the guest carefully. If there is a mistake, I will apologize and then

3、 bring the bill back to the cashiers desk to correct it.4. Q: If the guest wants to try some dishes that are typical local specialty of Suzhou, but he has no idea what to order, what would you recommend to him?A: I will recommend the Squirrel-shaped Mandarin Fish, the Quick-boiled White Shrimp, and

4、the Stir-fried Shredded Eel with Hot Oil.5. Q: If the guest tells you that his wife is a vegetarian, what would you say?A: We do serve delicious vegetarian food in our restaurant. Actually the Tofu dishes are very popular among the guests.6. Q: Inform the guest that the restaurant is fully booked th

5、is evening, and suggest him to book a table for tomorrow evening.A: Im sorry. We are fully booked this evening. How about tomorrow? We still have some nice tables available for tomorrow evening.7. Q: What is the duty of an Executive Chef?A: An Executive Chef decides on the items on the menus, and co

6、ordinates the preparation of the food and beverage.8. Q: Whats the standard of excellence fbr restaurant service in a deluxehotel?A: The restaurant service in a deluxe hotel is expected to be fast, polite, very professional and of top quality.9. Q: Tell the guests about the choices they have for mai

7、n course.A: What would you like to have for main course? We have Sirloin Steak, Roast Lamb, Grilled Prawns and Scallops with Ginger Sauce.10. Q: If the guest complains that the soup is cold, what should you do?A: I will apologize to the guest and promise to return the soup to the chef immediately an

8、d get a fresh hot bowl of soup for the guest.11. Q: Visit the table to check if your service is satisfactory. Inform the guest the last course will be dessert.A: Is everything to your satisfaction? All the dishes have been served as the menu goes, except for the dessert to follow.12. Q: Ask the gues

9、t his preference for juice.A: What kind of fruit juice would you prefer? We have grape juice, kiwifruit juice and orange juice.13. Q: What would you ask if the guest wants to settle his bill?A: How would you like to pay? In cash, by credit card, or room charge?14. Q: As a hostess, whats the first th

10、ing you need to find out when the guest arrives?A: I have to find out whether the guest has a reservation or not.15. Q: Ask the guest how he would like his steak prepared.A: How would you like your steak done? Rare, Medium or Well-done? 16. Q: What is the duty of a Food and Beverage Manager?A: A Foo

11、d and Beverage Manager is in charge and directs the work of the Department.17. Q: Tell the guests the general sequence of a Chinese dinner.A: Chinese dinner usually starts with cold dishes and ends with a soup.18. Q: What do you recommend if the guest orders a fresh white water fish?A: May I suggest

12、 steaming the fish to retain its freshness?19. Q: How do you ask about the guests preference for buffet or a la carte service?A: How would you like your dinner served? A buffet or an a la carte service?20. Q: How do you ask about the guests preference fbr salad?A: What kind of salad would you prefer

13、? We have Ham Salad, Prawn Salad, and Fresh Vegetable Salad.21. Q: How do you respond to a guests compliments to your service?A: Thank you fbr your compliments. If s our greatest pleasure to be of service.22. Q: How do you ask the guests who is paying for the dinner?A: Do you want separated bills or

14、 just one single bill? / May I know who is paying, please?23. Q: What question would you ask further when the guest orders coffee?A: Would you like your coffee black or white? / Would you like your coffee with cream or milk?24. Q: What do you say in seeing off the guests?A: Im glad you enjoyed. Than

15、k you for coming! See you next time.25. Q: If a guest wonders whether he could smoke at the bar, what will you probably say?A: I will say Sorry,sir.Our bar is non-smoking.But we have smoking area outside the bar over there”。二、客房中式铺床部分情景应答及答题要点：1. Q: Apologize to the guest for the delay of his baggag

16、e delivery.A: Im sorry fbr the delay. But the bellman is delivering your baggage up to your room now.2. Q: One guest looks worried, show your concern and offer your help. .A: Good afternoon, you look worried. What has happened? How can I help you? / Can I be of assistance?3. Q: What will you do if t

17、he guest says that she wants to use her hairdryer, but its 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.4. Q: What should you say when you give the registration form to the guest as a receptionist

18、?A: Sir, here is your registration form, please check your information,if everything is right, please sign your name here.5. Q: The guest wants to know if he can make a direct dial international call from his room.A: Yes, sir. You can make a direct-dial international call from your room. Please dial

19、 9 first, and then the country code, the area code and finally the telephone number.6. Q: Try to introduce the different types and styles of rooms in the hotel to Mr. Bellows who is making a reservation over the phone.A: What kind of room would you like, Mr. Bellows? We have single rooms, double roo

20、ms, suites and deluxe suites in Japanese, British, Roman, French and presidential styles.7. Q: A guest tells you that he is attending an important conference, and wants to have his suit dry-cleaned as soon as possible. What will you do to help?A: I will suggest that he take the express laundry servi

21、ce. There will be an extra charge of 50% for the express, but the laundry will be sent back to him in four hours.8. Q: Whats the information you give when youre introducing a guestroom to the guest?A: I will introduce the equipment, the services provided, special facilities and the view the guest ma

22、y get from the room.9. Q: What are the items of information a receptionist should ask the guests to enter when filling out the registration form?A: The receptionist should make sure that such information items as the guesfs full name, address, nationality, forwarding address, visiting purpose and si

23、gnature are all entered correctly and legibly.10. 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 you wont be disturbed the next morning.11. Q: A guest wonders if the outdoor swimming

24、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. 12. Q: If the guest asks you to look after the baby for her, what will you say?A: Fm so

25、rry, madam. Im afraid I cant do that. If s against our hotels regulation. But we have a very good baby-sitting service. The sitters are well-educated and reliable.13. Q: Tell the guest where to leave his laundry. .A: Just leave your laundry in the laundry bag behind the bathroom door. The attendant

26、will come and collect the laundry.14. 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; they41 see to the matter and have another steak prepared to your appetite.

27、 15. 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.16. Q: How do you respond to an unexpected request from the guest?A: Im

28、 not sure, but well see what we can do fbr you. /1 cant guarantee, but lets see what we can do.17. Q: How do you ask the guest how he likes his steak cooked?A: How would you like your steak cooked? Rare, Medium Rare, Medium, Medium Well, or Well Done?18. Q： If the guest is calling for another bath t

29、owel, what will you say?A:I will say “Certainly, sir. I will bring you a new one right away. Would you please tell me your room number? ”19. Q: Youre sending back the laundry to Mr. Dave. Tell him a button on his shirt is missing, and youve sewed on a new one fbr him. .A： Mr. Dave, heres your laundr

30、y. By the way, one button was missing from your shirt, and weve sewed on a new one.20. 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.21.

31、 Q： What is not included in the room charge?A： Well,you will find a mini-bar in your room.Use of it will be charged to your account.Also,the hotel provides room service,at an additional charge of course.22. Q: Tell the guests about the voltage difference between the USA and China; remind him that th

32、e sockets in the bathroom are for 110 volts and 220 volts respectively.A: The voltage here is much higher than that in the USA. Thereto two sockets in the bathroom, one is for 110 volts and the other 220 volts.23. Q: The guest would prefer the turndown service for him after 9:00 pm when youH be off

33、duty. How do you respond?A: Dont worry, sir. I will make sure to let the night staff know, and helldo the turndown service for you after 9:00 pm.24. Q: Explain to the guest how to use the door knob menu to 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 tonight25. Q: Tell the guests to contact you when they have requests. .A: If you have any requests, please feel free to let us know, we are always at your service.