“鼎盛诺蓝杯”第十一届全国旅游院校服务技能饭店服务大赛英语口语测试题库

“鼎盛诺蓝杯”第十一届全国旅游院校服务技能

（饭店服务）大赛英语口语测试题库一、客房服务1.词汇题号中文术语英文术语1酸性清洗剂acid-basedcleaner2电源转换插座adapter3警报按钮alarmbutton4闹钟alarmclock5对…过敏的allergicto6服务设施/用品amenity7烟灰ash8烟灰盅ashurn9烟缸ashtray10儿童看护员babysitter11水（台）盆basin12沐浴露bathgel/lotion13地巾bathmat14浴袍bathrobe15浴毯，浴用垫脚巾bathrug16香皂bathsoap

17浴巾bathtowel18浴盆（缸）bathtub19浴室bathroom20浴室客用品bathroomsupply21沙滩浴巾beachtowel22床上布草bedlinen23铺床bedmaking24褥子，垫被bedpad25床头灯bedsidelamp26床罩bedspread27床架bedstock28腰带belt29毛毯，毯子blanket30百叶窗blind31女士衬衫blouse32客房送餐服务roomservice33灯泡bulb34书桌bureaudesk35纽扣button36地毯carpet37曜aw口caution38大花（板）ceiling39频道channel40走客房check-outroom

41香烟cigarette42烟蒂cigarettebud/burn43化学清洁剂cleaningchemicals44清洁抹布cleaningcloth45清洁cleanliness46壁橱closet47外套，上衣coat48衣架coat(clothes)hanger49咖啡机coffeemaker50不褪色的color-fast51掉色的color-run52梳子comb53补偿，赔偿compensate54走廊corridor55礼貌的courteous56婴儿床crib/babybed/babycot57衣柜cupboard58窗帘curtain59损坏，损伤damage60湿布dampcloth61锁钮deadbolt62清扫deep/thoroughcleaning63达众deliverlaundry64预离房departureroom

65存放deposit66清洁剂detergent67孜勺曰dialtone68残障客人disabledguest69打扰disturb70请勿打扰DND=don'tdisturb71门把菜单（牌）doorknobmenu72门道，门廊doorway73水滴drip74干洗drycleaning75抹灰dust76垃圾箱dustbin77除尘器duster78羽绒被duvet/downquilt79羽绒被单duvetsheet80电器electricalappliance81电梯elevator/lift82电梯大厅elevatorbank/foyer83安全门emergencyexitdoor84设备equipment85行政楼层exec.(executive)floor86快洗服务expresscleaning87加床extrabed88面巾facetowel/cloth

89面巾纸facialtissue90褪色fade91龙头faucet/tap92羽绒枕头featherpillow93火警，防火警报器firealarm94消防通道fireexit95急救箱firstaidkit96平囿图floorplan97冲洗flush98乳胶枕头foampillow99折叠fold100冰箱fridge101垃圾garbage102抓杆grabbar/rail103吹风机hairdryer104扶手，手抓杆handrail105方（手）巾handtowel106方便残障人士的handicapfriendly107（带镜子的）梳妆台vanity108床头板headboard109通暖空调HVAC110冰桶icebucket111赔偿indemnity112内线（房内）电话in-housecall

113烫熨板ironingboard114项目，一件item115夹克衫jacket116按摩浴缸Jacuzzi117台（油）灯lamp118待洗衣服，洗衣房laundry119洗衣袋laundrybag120洗衣单laundryform121布草linen122本地（埠）电话localcall123锁lock124失物招领处LostandFound125行李架baggage/luggagerack126维修部maintenancedepartment127人造纤维man-madefiber128床垫mattress129褥子，垫被mattresspad130床垫套mattressprotector131缝补mend/sew132用拖把拖，擦拭mop133（带把柄的圆形）口杯mug134床头柜nightstand135便条本notepad136通告notice

137枕头pillow138枕套pillowcase139枕巾pillowcover/slip140pillowshaker141插头plug142电源板powerbar/strip143被子quilt144被套quiltcover145收音机闹钟radioandalarmclock146刮须刀razor147遥控器remotecontrol148折叠床roll-awaybed149寄存保险箱safedepositbox/locker150当日洗衣服务samedaylaundryservice151针线包sewingkit152洗发液shampoo153床单sheet154擦鞋套shoeshinemitten155擦鞋海绵shoeshinesponge156擦鞋服务shoeshine157短裤shorts158淋浴shower159浴帽showercap160浴帘showercurtain

161淋蓬头showerhead162签单signthebill163指示牌signage164面（台）盆sink165台面sinkcounter166拖鞋slippers167肥皂soap168皂碟soapdish169插座socket170沙发sofa171污（换洗）布草soiledlinen172换洗衣物袋soiledlinenbag173文具stationery174棉花棒（签）swab175毛衣，羊毛衫sweater176打扫sweep177开关switch178泡茶用具teamaker179电话听筒telephonereceiver180行窃，偷窃的事例或行为theft181瓷砖，地砖tile182轮椅wheelchair183纸巾tissue184马桶，厕所，卫生间toilet185马桶池toiletbowl186卫生纸toiletpaper187筒纸toiletroll188牙刷toothbrush189牙膏toothpaste190毛巾towel191变压器transformer192托盘tray193熨裤机trouserpress194开夜床（做晚床）服务turndownservice195吸尘器vacuumcleaner196贵重物品valuables197电压，伏特数voltage198小冰箱/小酒吧minibar199逃生图evacuationplan200洗熨烫服务valetservice2.句子翻译题号题目参考答案1对不起，我不是有意要打扰您。我过一会再来。I'msorry,butIdidn 'tmeantodistiIrlcancomebacklater.byou.2您要换床单而不用换毛巾？这没问题。Changethebedbutdon'Changethetowels?Noproblem.3下午好。您的房间还需要些什么吗？Goodafternoon.Doyouneedanythingelsefortheroom?

4您还需要些什么？或许我可以帮您把换洗衣服拿去洗一下。IsthereanythingelseIcandoforyou?PerhapsyouhavesomelaundryIcantaketobecleaned.5米耶克先生，很抱歉。我来给酒店维修工程师打个电话。I'nverysorryforyourinconvenience,Mr.Hayek.Pleaseallowmetocallourmaintenanceengineer.6我立刻派人上楼来冉打扫一遍。I'llsendsomeoneuprightawayandhaveitcleanedagain.7先生，我马上给您拿一些干净毛巾到您房间。I'bringupmoretowelstoyourroomrightaway,sir8吸尘器可能会有点吵，会不会打扰您呢？Thevacuumcleanermaybealittlenoisy.Isthatalright?9普特南先生，晚上好！我现在可以为您开夜床吗？Goodevening,Mr.Patten.MayIdotheturn-downservicenow?10房间有加宽的门廊和走道，而且家具之间预留了更多的空间。Theroomhasextrawidedoorwaysandcorridors,withextraspacearoundthefurnitureintheroom.11对这个问题我觉得非常抱歉，让我来检查一下。Letmehavealookatit.Ourapologiesfortheproblem.12快洗服务需要两个小时，但是价格更贵一些。Theexpresslaundryservicewilltaketwohoursandwillcostmore.13我来给您送洗好的衣服。 我把衬衫挂在您的衣橱衣架上吧。Iamheretoreturnyourclothes.Iwillhangtheshirtsuponhangersinyourcloset.14您的吹风机的电压看上去应该是 220伏特，和中国的电压一样。Itlookslikeyourhairdryeris220volts,thesameasinChina.15如果您借一个转换插座，离店前一定要归还。如果/、归还，就会发生费用。Ifyouborrowedanadapter,pleasegiveitbackwhenyouleave.Ifnot,therewillbeachargeforit.16我理解，但是这恐怕不行。这项服务是不符合酒店规定的。Isee,butI'mafraidthat'snotpossible.Thatserviceisagainstourhotels'regulations.

17您需要我什么时间回来帮您打扫房间呢？Whattimewouldyoulikemetocomebacktocleanyourroom?18女士，没问题。我们总会按照您的要求提早收拾房间。有什么需求尽管告诉我们。Certainly,madam.Wecanalwayscleanyourroom(s)earlieronyourrequest.Justletusknowwhatyouneed.19不客气。先生，夫人，晚安，祝你们晚上过得开心。You'rewelcome.Goodnight,madam,sir,anddohaveaverypleasantevening!20很高兴听到您在我们这住得很开心。希望很快再能见到您。I'mgladyouenjoyedyourstayhere.Pleasecomeagainsoon.3.应景服务题号题干参考答案1Theroomattendantisservicingaguest'room.Theattendant:1)greetstheguestandofferstohelp;2)repeatswhattheguestwantsandaskshowmany;3)givesthetowels;4)asksaboutextraservice;5)introduceshisorherownnameandleaveswithgoodwishes.Attendant:Goodmorning.Doyouneedanythingfortheroom?Guest:Yes,Ineedmorebathtowels.Attendant:Bathtowels.Doyouwanttwo?Guest:Yes,that 'sfine.Attendant:Hereyouare.Guest:Thankyou.Attendant:Isthereanythingelseyouneed?Guest:No,that 'sgreat.Attendant:MynameisGina.Pleaseletmeknowifthereisanythingelseyouneed.Haveagoodafternoon!2Theroomattendantknocksatthedooroftheguestroom.Heorshe:1)askstoentertheroom;2)sayssorryfornotintendingtodisturbandagreestodotheservicinglater;3)repeatstheguest 'srequeAttendant:Housekeeping.MayIcomein?Guest:Yes.Attendant:I'msorry.Ididn 'tmeantodcancomebacklater.Guest:Justaminute.Whenyoucleantheroom,wouldyoumindchangingthebed,butnotthetowels?sts.Attendant:Changethebedbutdon'changethetowels?Noproblem.I 'llcomebacklater.isturbyou.I

3Theroomattendantisservicingaguest'room.Theattendant:1)greetstheguestandofferstohelp;2)tellstheguestwherethehairdryerisplaced;3)repeatstheguest'srequestsandagreestobritheminquickly.Attendant:Goodafternoon.Doyouneedanythingfortheroom?Guest:Yes,Ineedahairdryer.Attendant:Itshouldbeonthewallinthebathroom.Guest:Yes,please.CouldIgetacoupleofmoretowelsandanotherblanket?Attendant:Yes,madam,moretowelsandoneblanket.Wewillgetthemtoyourightaway.4Theroomattendantknocksatthedoorinresponsetoaguest'requestfortheturn-downservice.Sheorhe:1)enterstheroompolitely;2)offershelp;3)agreestodoasrequestedandoffersbedsheetchangingservice;4)offerstohelpwithlaundryservice.Attendant:Housekeeping.MayIcomein,madam?Guest:Yes,thanksforcomingsoquickly.Attendant:Certainly,madam.HowcanIhelpyou?sGuest:I'dlikesomefreshtowelsinthesuitewhenIgetbackthisevening.Attendant:I'getthemimmediately.Wouldyoulikemetoalsochangethebedsheets?Guest:Yes,thatwouldbenice.Couldyoualsoturndownthecovers?Attendant:IsthereanythingelseIcandoforyou?PerhapsyouhavesomelaundryIcantaketobecleaned.5Theroomattendantknocksatthedoorinresponsetoaguest'requestfortheturn-downservice.Sheorhe:1)enterstheroompolitely;2)offerstoturndowntheroom;3)agreestochangethefoampillowsformorecomfortableones;4)offerstodootherturndownservices.Attendant:Housekeeping.MayIcomein?Guest:Comein,please.Attendant:Goodevening,Mr.Patten.MayIdotheturn-downservice?Guest:Sure.Pleasegoahead.Idon'tikethesefoampillowsverymuch.Attendant:Noproblem.Iwillchangethemformorecomfortableones.Guest:Thankyou.Iappreciatethat.Attendant:ShallIdrawthecurtainsforyou?Guest:Yes,please.Ididn 'trealizeitissolate.

6Theroomattendantisturningdownaguestroom.Sheorhe:1)agreestochangethefoampillowsformorecomfortableones;2)offerstoclosethewindowcurtains;3)recommendsarestaurant;4)respondstotheguest '-you"tandleavespolitely.Guest:Idon'tlikethesefoampillowsverymuchAttendant:Noproblem.Iwillchangethemforfeatherpillowsforyou.Guest:Thankyou.Iappreciatethat.Attendant:ShallIdrawthecurtainsforyou?Guest:Yes,please.IthoughtImightgodowntooneofyourrestaurants.Whichrestaurantdoyourecommend?haAttendant:TheChineserestaurantonthesecondfloorisverygood.Guest:Oh,great.Thankyou.Attendant:Youareverywelcome.Goodbye.7TheroomattendantexplainstoMs.Smiththefacilitiesforthehandicapped.Sheorhe:1)sayshispurpose;2)explainsthefacilitiesforthehandicapped(thedoor,thefurniture);3)explainsthespeciallydesigneddoorhandles;4)explainsthespeciallydesignedfacilitiesbythebed.Attendant:Nicetomeetyou,Ms.Smith.Iamgoingtoshowyouthehandicappedfacilitiesinthisroom.Guest:Thankyou.Attendant:First,theroomhasextrawidedoorwaysandcorridors,withextraspacearoundthefurnitureintheroom.Guest:Cansomeoneinawheelchairmovearoundeasily?Attendant:That'rsght.Alsothedoorhandlesarelowsotheyareeasytoreach.Guest:Thatisagoodidea.Attendant:Overhere,bythebed,therearestiffhandles.8TheroomattendantiscalledtoMs.Wang'sroom.Sheorhe:1)greetsandasksabouttheproblem;2)makesapologiesandpromisestosolvetheproblem;3)asksaboutextrarequests;4)agreestomeettherequestandleavespolitely.Attendant:Goodafternoon,Ms.Wang.Youreportedaproblem?Guest:Yes,that 'sright.Myshowerisrunningandcold.Attendant:Ourapologiesfortheproblem.Iwillhavesomeonetorepairtheshower.Guest:Thankyou.Attendant:IsthereanythingelseIcando?Guest:Ineedanewlightbulbforthedeskthebedroom.Attendant:Iwillchangeitforanewone.Haveagoodday.Iwillcomebackshortly.hot

9ThelaundryattendantgetslaundryfromMs.Lee'soom.Heorshe:1)greetsandasksaboutthelaundry;2)asksabouthowmanypiecesoflaundry;3)offerstofilloutthelaundrylist;4)explainstheexpresslaundryservicepolicy.Attendant:Goodafternoon,Ms.Lee.Iamheretocollectyourlaundry.Guest:Yes,that ght.Comein.Attendant:Howmanyitemsdoyouhaveforwashing?Guest:Well,Ihavethisskirtsuitthatneedstobedry-cleaned.Attendant:Letmefilloutthelaundrylistforyou.Guest:Oh,thankyou.Iforgottodothat.CanIgetthisdonebyexpressservice?Attendant:Theexpressservicewilltaketwohoursandwillcostmore.IsthatOK?Guest:Yes,that 'sfine.Thankyou.10TheroomattendantiscalledtoMrs.Brown'aroom.Sheorhe:1)greetstheguest;2)repeatstheguest'request(forexample,borrowinganadapter)andagreestodoastold;3)asksaboutthevoltageofthehairdryer;4)explainsthereasonforneedingatransformerandtellsaboutthevoltagesintheUSAandEurope.Attendant:Goodafternoon,Mrs.Smith.Guest:Hello.Ineedtoborrowanadapter.Attendant:Anelectricaladapter,certainly.sGuest:Iwanttopluginmyhairdryer.Attendant:Doyouknowwhatvoltageituses?Guest:No.Isthatimportant?Attendant:Electronicsmayneedatransformerifthevoltageisdifferent.IsitfromtheUSAorfromEurope?TheUSAis110volts,andEuropeis220volts.11TheroomattendantiscalledtoMrs.Brown'goom.Sheorhe:1)greetstheguest;2)repeatstheguest'request(forexample,borrowinganadapter)andagreestodoastold;3)givestheguesttheadaptorandaskstheguesttosignaform;4)explainstwowaystoreturntheadaptor;5)leavespolitely.Attendant:Goodafternoon,Mrs.Smith.Guest:Hello.Ineedtoborrowanadapter.Attendant:Anelectricaladapter,certainly.sGuest:Thankyou.Attendant:Hereitis.CanIaskyoutosignthisform?Guest:Okay,I'lltakecareofit.Attendant:Youcanleaveitintheroomorgiveittothecashieratcheck-out.Guest:OK,that'sgreat.Thankyou.Attendant:Ourpleasure.Goodbye.

12TheroomattendantiscalledtoMrs.Green'room.Sheorhe:1)greetstheguestandoffershelp;2)sayssomethingaboutthehotel'childcareserviceandtrainedstaff;3)asksaboutthechild'ageandexplainswhy;4)tellstheguestaboutthebabysittingprice(withaminimumoffourhours).Attendant:Ms.Green.HowmayIhelpyou?Guest:I'dketoknowifyoucouldfindmeababysittertotakecareofmylittleson.Attendant:Yes,ourspeciallytrainedstaffcanofferchildcareservice.sGuest:That'sgood.Attendant:Butwedon 'ttakecareofchildren18monthsold.MayIknowhowoldyoursonis,madam?Guest:Hissecondbirthdayisonlyaweekaway.Attendant:WechargeRMB40yuanfortheservicebythehour,foraminimumoffour.13TheroomattendantiscalledtoMrs.Green'soomtobookthebabysittingservice.Sheorhe:1)tellstheguestthebabysittingprice(withaminimumoffourhours);2)asksaboutthetime;3)repeatsthetotalhoursoftheserviceandasksabouttheguest'roomnumber;4)leavespolitely.Attendant:WechargeRMB40yuanfortheservicebythehour,foraminimumoffourhours.Guest:Quitereasonable.Attendant:Forhowmanyhoursdoyouneedtheservice?Guest:Well,I'lhavetoleaveat5:30p.m.andwon'treturnuntilmidnight.Attendant:OK,that 'llbeabout6hours.Yournumber,madam?Guest:1206,thenameisMrs.Green.Thankyouforyourhelp.Attendant:Wearealwaysatyourservice.14Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandofferstodotheturn-downservice;3)explainstheturn-downservice(fourthingstodo:bedcoverlet,corneroftheblanket,curtainsandlights,etc.);4)explainsmorethingstodo(forexample,bathroom,freshtowels,etc.).Attendant:Housekeeping.MayIcomein?Guest:Yes,please.Attendant:Goodevening.MayIdotheturn-downserviceforyounow?Guest:Whatdoyoumeanbythat?Attendant:Fortheturn-downservice,I'lltakeathebedcoverletandfoldupthecorneroftheblanket.Besides,I drawtHilecurtainsandturnonsomelights.Guest:Hownice.Whatthen?Attendant:I'lcleanthebathroomandbringinsomefreshtowels.underroomway

15Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandofferstodotheturn-downservice;3)explainstheturn-downservice(fourthingstodo:bedcoverlet,corneroftheblanket,curtainsandlights,etc.);4)tellstheguestthewayofnotbeingdisturbed.Attendant:Housekeeping.MayIcomein?Guest:Yes,please.Attendant:Goodevening.MayIdotheturn-downserviceforyounow?Guest:Whatdoyoumeanbythat?Attendant:Fortheturn-downservice,I'lltakeathebedcoverletandfoldupthecorneroftheblanket.Besides,I drawtHilecurtainsandturnonsomelights.Guest:Oh,Isee.ButI 'mhavingsomefrienow.Wouldyoucomebacktodotheserviceintwohours?Attendant:Yes,ofcourse.YoumayalsopresstheDNDsignonthepanelofthenightstandifyoudon'twanttobedisturbedforthetimebeing.16Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandofferstodotheturn-downservice;3)explainstheturn-downservice(fourthingstodo);4)agreestodoasrequested.Attendant:Roomattendant.MayIcomein?Guest:Yes,please.Attendant:Goodevening.Wouldyoulikemetodotheturn-downserviceforyounow?Guest:Whatdoyoumeanbyturn-downservice?Canyoutellmeaboutit?Attendant:Byturn-downservice,itmeansIwillcleanuptheroom,makethebed,cleanthebathroom,replacethelinens,anddrawthecurtains,etc.Guest:Ihavejusttakenabath.Thereisnobathrobeinthebathroom.Attendant:Don'tworry.Iwillbringinanewbattrobe.ndsover

17Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandoffershelp;3)repeatstheguest'requestandasksaboutchangingthebedsheets;4)asksaboutlaundry.Attendant:Housekeeping.MayIcomein,please?Guest:Yes,thedoorisopen.Attendant:HowcanIhelpyou,ma 'am?Guest:I'dlikesomefreshtowelsintheroom.Attendant:Somefreshtowels.I'getthemrightaway.Wouldyoulikemetoalsochangethebedsheets?Guest:Yes,thatwouldbefine.Couldyoualsoturndownthebedcovers?Attendant:Certainly,ma'am.PerhapsyouhavesomelaundryIcantaketobecleaned.Guest:Right.Idohavesomeclothesinthelaundrybag.18Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)respondstotheguest 'srequexample,itisstuffyintheroom);2)respondstotheguest'request(forexample,difficulttofindthelightswitchintheevening);3)agreestovacuumtheroom;4)respondstotheguestrequiess(forexample,wishingtoreadnewspapersintheevening).Guest:Itgetsstuffyinthisroom.Attendant:I'lbpenthewindowwhileyouareaway,andmakesuretocloseitbeforeyoureturn.eGUest:Excellent.IcanneverfindthelightswitchwhenIgetbackintheevening.Attendant:I'makesuretoleavethebedstandlamponafterIfinishcleaningup.Guest:Areyougoingtovacuum?Attendant:Certainly,ma'am.Wevacuumourroomseveryday.Guest:I'dliketoreadsomenewspaperseinrdbmintheevening.19TheroomattendantiscalledtoMrs.Lee'aroom.Sheorhe:1)greetstheguestandoffershelp;2)agreestoanextrabedandaskstheguesttocontacttheFrontDesk;3)explainsthechargeforanextrabed;4)leavespolitely.Attendant:Goodafternoon,Mrs.Lee.HowcanIhelpyou?Guest:Iwillhaveafriendcomingfromanothercitytovisitme.Couldyouputanextrabedinmyroom?Attendant:Certainly,madam.ButyouneedtocalltheFrontDeskfirst.Guest:Isthereanextrachargefortheextrabed?Attendant:Thesurchargeishalftheroomrate.Guest:Thanks.Attendant:I'llbringupthatrollawayforyouriglaway.it

TheroomattendantiscalledtoMs.Wang'sroom.Sheorhe:1)respondstotheguest'requestforWi-Fiintheroom;2)explainstheextracostoftheuseofin-roomWi-Fi;3)explainswheretheguestcangetfreeWi-Fi(inthelobby,forexample);4)explainsthewaytopayforthein-roomWi-FiandgivestheWi-Fipassword.Guest:Excuseme,butcanIusetheInternetorWi-Fiinmyroom?Attendant:Yes,wehaveWi-Fiintheroom,butitcostsextra.Guest:Howmuchdoesitcost?Attendant:It 's5dollarsperhour.IsthatOkayyou?Guest:Well…Em…InwhichpartofthehotelcaIgetfreeWi-Fi?Attendant:YoucanonlygetfreeWi-Fiinthelobbyarea.Guest:ThenI'lltaket-rocjmWi-Fi.Ican'twithoutit.Attendant:Okay,itwillbechargedtoyourroomaccount.And,hereisyourpassword:Cjouan552.Guest:Thanks.forinliveTheroomattendantknocksatthedoorofaguestroom.Sheorhe:1)askstoentertheroom;2)greetstheguestsandoffershelp;3)explainsaboutthetapwater(hotwaterandcoldwater);4)explainshowtogethotdrinkablewater.Attendant:Housekeeping.MayIcomein?Guest:Yes,please.Attendant:Goodevening,madam.HowmayIhelpyou?Guest:Isthehottapwaterdrinkable?Attendant:No,sir.Neitherthecoldtapwaternorthehottapwaterisdrinkable.Guest:WherecanIgethotdrinkablewater?Attendant:Thereisakettleoverthere.Guest:Thankyousomuch.2021

22ThelaundryattendantiscalledtoMrs.Lee'aroom.Sheorhe:1)greetstheguestandofferstocollectlaundry;2)explainswheretoleavethelaundryandthetimetocollectlaundry;3)explainsthehotelpolicyforlaundrydamage;4)leavespolitely.Attendant:Excuseme.Doyouhaveanylaundry?I'mheretocollect.itGuest:No,notnow,thankyou.Attendant:Ifyouhaveany,pleasejustleaveitinthelaundrybagbehindthebathroomdoor.Wecomeovertocollectiteverymorning.Guest:Isee.Whatifthereisanylaundrydamage?Iwonderifyourhotelhasapolicyondealingwithit.Attendant:Insuchacase,thehotelshouldcertainlypayforit.Theindemnityshallnotexceedtentimesthelaundry.Guest:Thatsoundsquitereasonable.Ihopethere'snodamageatall.Attendant:Don'tworry,sir.Ourlaundryworkerhasrichexperienceintheirwork.ieres23Itis13:00p.m.ThelaundryattendantiscalledtoMrs.Lee'5room.Sheorhe:1)greetstheguestandoffershelp;2)agreestocollectlaundry;3)explainsthetimetoreturnthelaundry;4)respondstotheguest'srequestforreturninglaundrythesameday;5)explainsthetimethattheexpresslaundryservicetakes.Attendant:HowmayIhelpyou?Guest:Hi.I 'vegotabunchofdirtyclothesup1Attendant:I 'lltakecareofthatrightaway,sir.Guest:Whenwillyoureturnmyclothes?>Attendant:Normallyclothescollectedbefore10:00a.m.canbereturnedthesameday,butnowit'noon.I'nafraidyourclothescanbereturnedtoyourroomtomorrowmorning.Guest:That'toobad.Ineedtheclothestoday.thehat'stobedone?Attendant:Don'tworry,sir.Youcantryourexpresslaundryservice.Guest:Howlongdoesittake?Attendant:Usuallyexpresslaundryservicecanbefinishedwithinfourhours.Guest:Great!

Guest:Ineedtheclothestoday.What 'Attendant:Don'tworry,sir.Youcantryourstobedone?Itis13:00p.m.ThelaundryattendantiscalledtoMs.Wang'sroom.Sheorhe:1)respondstotheguest'requestforreturningthelaundrythesameday;2)explainsthetimetheexpresslaundryservicetakes;3)explainsthecostfortheexpresslaundryservice;4)agreestoplacethecleanedclothesproperly.expresslaundryservice.Guest:Howlongdoesittake?Attendant:Usuallyexpresslaundryservicecanbefinishedwithinfourhours.Guest:Great!Attendant:I'mafraidthereisadditionalchargeit.It's50%more.Guest:Okay,I'taketheexpresslaundryservice.SoitispossibletogetmyclothesbackandstoredintheclosetbythetimeIreturn?Attendant:That'snoproblem,madam.Ionhangersinthecloset.for'llputthemTheroomattendantiscalledtoMrs.Lee'sroom.Sheorhe:1)greetstheguestandoffershelp;2)makesapologiesandrespondstotheguests'complaintoftheairconditionerandthetoilet;3)makesapologiesandpromisestofindsomeonetochecktheproblem;4)respondstotheguest'requestforEnglishpapers.Attendant:Goodmorning,Mrs.Lee.CanIhelpyou?Guest:Theairconditionerdoesn 'twork.isveryhot.Thetoiletdoesn 'tflush,too.Attendant:I'nsorry.I'sendsomeonefromthemaintenanceuptoyourroom.Guest:Justasecond,thedoorwon 'tlocksAttendant:I'msorry.I'llcalltheSecuritydepartmenttochecktheproblem.Guest:Thanks.CouldyoupleasebringmetodayEnglishpaperplease?Attendant:I'llsendittoyoushortly.Theroomafely.，s2425TheroomattendantiscalledtoMs.Green'sroom.Sheorhe:1)greetstheguestandoffershelp;2)wantstoknowtheproblem;3)makesapologiesandrespondstotheguest'csmplaintofthetapinthebathroom;4)offerstochangetheroomfortheguest.Attendant:Housekeeping.HowmayIhelpyou?Guest:Yes.TherearealotofproblemsinRoom1512.Canyougetsomeoneuphere?Attendant:MayIknowwhat'swrong?Guest:It'tbetapinthebathroom.Also,thereisneithersoapnortowel.Attendant:Iamterriblysorryaboutit,sir.Wellsendarepairmanthereimmediately.Guest:Thefloorlampjustwentout.Attendant:That'bad.Wouldyouliketochangeyourroom,sir?Guest:No,IlikethisroombecauseIcanenjoyawonderfulviewhere.TheroomattendantiscalledtoMs.Wang'sroom.Sheorhe:1)greetstheguestandoffershelp;2)showstheguestwherethesafedepositboxis;3)tellstheguestwheretofindtheinstructionsonhowtousethesafe;4)tellstheguestyouareunabletomeetherrequestforanadaptor.Attendant:Goodmorning,Ms.Wang.HowmayIhelpyou?Guest:Hello.Iwanttoknowwheretodepositmyvaluables.Attendant:Wehavethein-roomsafedepositbox.Itisinthecloset.Guest:Doyouknowhowtouseit?Attendant:Yes.YoucanfindtheinstructionseitherintheServiceDirectoryorreadthemonthesafe.Guest:CanIborrowanadaptor?Attendant:Iamafraidwelentoutalltheadapterstoday.262728TheroomattendantiscalledtoMs.Smith'room.Sheorhe:1)greetstheguestandoffershelp;2)asksaboutthetypeofextrabed(forexample,childrenoradults);3)tellstheguesthowtochargefortheextrabed;4)asksaboutthetimeofsendingthebedupintotheroom.Attendant:Goodafternoon,madam.HowmayIhelpyou?Guest:Yes,I'dketohaveanextrabedinourroom.Attendant:Yes,Ms.Smith.Whatkindofbeddoyouneed?Forchildrenorforadults?Guest:Forourmother.Attendant:I'mafraidwehavetochargehalfofroomnightrateforsuchabed,thatis,RMB425yuanor70USdollarspernight.Guest:OK,wewilltakeone.Attendant:Whendoyouwishthebedtobeplacedinyourroom,sir?Guest:Eh,anytimebeforeourmotherarrives.29TheroomattendantiscalledtoMs.Smith'room.Sheorhe:1)greetstheguestandoffershelp;2)wantstoknowtheproblem;3)offerstotakecareofcleaningtheroom;4)respondstothedamageofthemirrorinthebathroom.Attendant:Goodmorning,Mr.Smith.MayIhelpyou?Guest:Goodmorning,Ihopeyoucan.Lastnight,Ihadtwofriendscomingintomyroomtocelebratemybirthday,buttheydranktoomuch.Attendant:Canyoutellmewhathappened?Guest:Yes.Theyhadbrokenamirrorinthebathroom.Theyhadafight.Attendant:Don'tworrytoomuchaboutit.I'getsomeonetocleantheroomfirst.Guest:Yes,please.Attendant:AndI'llnformtheMaintenance.ButI'mafraidyou'llhavetopayforthedamage.one

30TheroomattendantiscalledtoMr.Scott'soom.Sheorhe:1)expressessympathyfortheguestnotfeelingwellandwantstoknowtheproblem;2)advisestheguesttoseeadoctor;3)regretsfornotbeingabletobuytheguestsomemedicineandexplainsthereason;4)offerstoshowtheguestthewaytothehotelclinic.Attendant:I'msorrytohearthatyouarenotfeeliwell.What'sthematter,Mr.Scott?Guest: