2020年全国职业院校技能大赛中职组客房中式铺床部分情景应答及答题要点语口试题库+翻译

PAGEPAGE102020全国职业院校技能大赛中职组酒店服务赛项英语口试题库二、客房中式铺床部分情景应答及答题要点：Q:Whentheguestwantstobookastandardroominyourhotel,butyoudon’tknowwhetheryouhavearoomornot,whatshouldyousayasareservationassistant?当客人想在你的酒店预订一个标准间，但你不知道无论您是否有房间，作为预订助理，您应该说些什么？A:Sir,pleasewaitaminute,I’llcheckifwehavearoomavailableforyou.先生，请稍等，我查一下是否有空房间给您。Q:Youcometomakeuproomforaguest,buthetellsyouthatheprefersitlaterbecauseheisbusydoingsomepaperwork,whatwillyousay?你他更喜欢待会，因为他正忙着做一些文书工作，你会怎么说？A：Iwillsay:That’sallright.Iwillcomebacklater.Whattimewoulditbeconvenientforyou,sir?我会说：没关系。我晚点再来。先生，您什么时候方便？Q:Whatwillyoudoiftheguestsaysthatshewantstouseherhairdryer,butit’s110volts?如果客人说她想用吹风机，但吹风机是110伏的，你会怎么做？A:IwilltelltheguestthattheelectricalvoltageinChinais220volts.AndIwillsendheratransformerorahairdryerfor220volts.我会告诉客人中国的电压是220220伏的变压器或吹风机。Q:Whatshouldyousaywhenyougivetheregistrationformtotheguestasareceptionist?当你把登记表交给作为接待员的客人时，你应该说什么？A:Sir,hereisyourregistrationform,pleasecheckyourinformation,ifeverythingisright,pleasesignyournamehere.这里签名。Q:Iftheguestcomestoyouandsayshecan’topenthedoorwiththekeytohisroom,whatwillyoudo?如果客人来找你说他不能用房间的钥匙开门，你会怎么做？A:Iwillgoandhaveacheckwithhim,andhelptohavehiskeychangedifnecessary.我去和他核对一下，必要时帮他换钥匙。Q:TrytointroducethedifferenttypesandstylesofroomsinthehoteltoMr.Bellowswhoismakingareservationoverthephone. 生，他正在通过电话预订房间。A:Whatkindofroomwouldyoulike,Mr.Bellows?Wehavesinglerooms,doublerooms,suitesanddeluxesuitesinJapanese,Frenchandpresidentialstyles.贝洛斯Q:Aguesttellsyouthatheisattendinganimportantconference,andwantstohavehissuitdry-cleanedassoonaspossible.Whatwillyoudotohelp?重要的会议，他想让人尽快干洗他的西装。你会做些什么来帮忙？A:Iwillsuggestthathetaketheexpresslaundryservice.Therewillbeanextrachargeof50%fortheexpress,butthelaundrywillbesentbacktohiminfourhours.我建议他选择快件洗衣服务。快件要加收50%的费用，但洗好的衣服将在4小时内寄回给他。Q:What’stheinformationyougivewhenyou’reintroducingaguestroomtotheguest？当你向客人介绍客房时，你会提供什么信息？A:Iwillintroducetheequipment,theservicesprovided,specialfacilitiesandtheviewtheguestmaygetfromtheroom.的景色。Q:Whentheguestwantstodotheearlydeparture,whatshouldyouaskasareceptionist?当客人想提前离开时，作为接待员你应该问些什么？A:Sir,todayisnotyourdeparturedate.Wouldyouwanttoleaveearlier?先生，今天不是您的出发日期。你想早点走吗？Q:Iftheguestsayshewouldliketosleeplatethenextmorning,whatwillyousuggest?如果客人说他第二天早上想晚睡，你有什么建议？A:Pleasepressthe“DoNotDisturb”(DND)buttonbeforeyougotobed,andyoutbedisturbedenextmorning.睡觉前请按“请勿打扰DN）按钮，第二天早上您就不会被打扰了。Q:Aguestwondersiftheoutdoorswimmingpoolofthehotelisarightplacetocooloffandrelax.一位客人想知道酒店的室外游泳池是不是一个合适放松自己的地方。A:Ouroutdoorroof-topswimmingpoolfeaturesa150-metrelongpool.Itpresentsexcellentoasisforthegueststocooloffandrelaxafterabusyday.150米长的游泳池。在忙碌的一天之后，它为客人提供了一个绝佳的清凉和放松的绿洲。QIftheguestasksyoutolookafterthebabyforher,whatwillyousay? 如果客人让你帮她照看孩子，你会怎么说？A:I’msorry,madam.Ican’tdothat.It’sagainstourhotel’sregulation.Butwehaveaverygoodbaby-sittingservice.Thesittersarewell-educatedandreliable.好的教育，而且可靠。Q:Whatwilltheattendantsaytohelpifaguestaskstohaveastainonhisclothesremoved?如果客人要求去除衣服上的污渍，服务员会怎么回答？A:Sure.Wewilltryourbesttoremovethestainbutwecannotguaranteetheresult.当然可以。我们将尽力去除污渍，但我们不能保证结果。Q:WhatwillyousayiftheguestcomplainsthebeefsteaksentbyRoomServiceisrare,whileheaskedforwell-done?透的牛排，你会怎么回答？A:I’mterriblysorry.IwillinformtheFoodandBeverageDepartment;they’llseetothematterandhaveanothersteakpreparedtoyourappetite.非常抱歉。我会通知餐饮部的，他们会处理此事，再给你准备一份牛排。Whatwillyousayifthereisnoroomavailablefortheguestwhoiscallingtomakereservation?如果打电话来预定房间的客人没有空房间，你会怎么说？A:I’msorry,butwearefullybooked.ShallIputyouonthewaitinglist?Wewillcontactyouifthereisacancellation.有取消，我们会与您联系。Q:Howdoyourespondtoanunexpectedrequestfromtheguest? 你如何回应客人的意外请求？A:I’mnotsure,butwe’llseewhatwecandoforyou./Ican’tguarantee,butlet’sseewhatwecando./什么。Q:Howdoyouasktheguesthowhelikeshissteakcooked? 你会怎么问客人牛排要怎么做？A:Howwouldyoulikeyoursteakcooked?Rare,MediumRare,Medium,MediumWell,orWellDone?你的牛排要几分熟？一分熟，三分熟，五分熟，七分熟，还是全熟？Q:TelltheguesthowtoaskforRoomServicebytelephone.告诉客人如何通过电话要求客房服务。A:Youcandial515toaskforRoomService.RoomServiceisavailableroundclock.515要求客房服务。客房服务全天候提供。Q:Explaintotheguestthehotelpreferencepolicyinmakinguprooms.向客人解释酒店的优惠政策。A:Wealwaysmakeupthecheck-outroomsfirst,unlessthereisarequest.除非有要求，我们总是先把退房的房间收拾好。Q:ExplaintotheguesttheuseoftheHotelServiceDirectory.向客人解释酒店服务目录的使用。ByreferringtotheHoteleyonegdesk,you’llfinddetailedinformationaboutalltheservicesweprovideinthehotel.录，您可以找到酒店所有服务的详细信息。Q：Whatisnotincludedintheroomcharge?什么不包括在房费里？A：Well,youwillfindamini-barinyourroom.Useofitwillbechargedtoyouraccount.Also,thehotelprovidesroomservice,atanadditionalchargeofcourse.好吧，你会在你的房间使用您的账户。还有，酒店提供客房服务，当然要另外收费。Q:TelltheguestsaboutthevoltagedifferencebetweentheUSAandChina;remindhimthatthesocketsinthebathroomarefor110voltsand220voltsrespectively. 客人美国和中国的电压差，提醒他浴室里的插座分别是110220伏。A:ThevoltagehereismuchhigherthanthatintheUSA.There’retwosocketsinthebathroom,oneisfor110voltsandtheother220volts.110220伏。Q:Theguestwouldprefertheturndownserviceforhimafter9:00pmwhenyou’llbeoffduty.Howdoyourespond?9回应？A:Don’tworry,sir.Iwillmakesuretoletthenightstaffknow,andhe’lldotheturndownserviceforyouafter9:00pm.9点以后他会为你做夜床服务。Q:Explaintotheguesthowtousethedoorknobmenutoorderandhavebreakfastintheroom.向客人介绍如何使用门把手上的菜单，在房间里点菜和吃早餐。mayusethedoorknobmenutoorderRoomService.Justticktheitemsyou’dlikeforbreakfast,writedownthetime,andhangthedoorknobmenuoutsidethedoorbeforeyougotobedtonight写下时间，并将门把手菜单挂在门外。Q:TheguestordersRoomService,andnowyouaredeliveringhisbreakfasttotheroom.Whatdoyousayafterknockingonthedoor?敲门后说什么？A:ThisisRoomService.I’vebroughtyouyourbreakfast.这是客房服务。我给你带了早餐。Q:Phonetheguestandtellhimthatyou’vefoundthecellphonehelosttheotherday.给客人打电话，告诉他你找到了他前几天丢失的手机。A:ThisisLostandFound.Wehavefoundyourcellphone.这是失物招领处。我们找到你的手机了。Q:Apologizetotheguestforthedelayofhisbaggagedelivery.延误了。A:I’msorryforthedelay.Butthebellmanisdeliveringyourbaggageuptoyourroomnow.很抱歉耽搁了。但是行李员正在把你的行李送到你的房间。Q:AvisitorcomestomeetMr.SmithinRoom2501,butheisnotintheroomnow,whatdoyousaytothevisitor?2501访者说什么？.A:I’mafraidMr.Smithisnotintheroomnow.Wouldyouliketoleaveamessage?恐怕史密斯先生现在不在房间里。你想留个口信吗？Q:Howdoyourespondifaguestcomplainsthatoneofthepillowsinhisroomsmellsfunny?如果客人抱怨房间里的一个枕头闻起来很难闻，你会怎么回应？A:I’msorry,sir.Iwillhaveanewpillowsenttoyourroomrightaway.对不起，先生。我马上把一个新枕头送到你房间。Q:Howdoyoucheckwiththeguestwhensendinguphisluggage?当客人寄出行时，你如何与他核对。 .A:Hereweare,Room1208.You’vegotthreepiecesofluggageinall.Isthatright,sir?我们到了，1208房间。你一共有三件行李。是吗，先生？Q:Howdoyouasktheguesttomakesureifthereissomethingidenticalattachedtohisluggage? 如何让客人确定他的行李上是否有同样的东西？A:Isthereatagoranythingidenticalattachedtoyourluggage,sir?先生，您的行李上有标签吗？Q:Theguestwantstoknowifhecanmakeadirectdialinternationalcallfromroom.客人想知道他是否能从房间直接拨打国际长途。A:Yes,sir.Youcanmakeadirect-dialinternationalcallfromyourroom.Pleasedial9first,andthenthecountrycode,theareacodeandfinallythetelephonenumber.是的，先生。你可以在房间里打直拨国际长途。请先拨9，再拨国家代码、区号，最后拨电话号码。Q:Telltheguestwheretoleavehislaundry. .A:Justleaveyourlaundryinthelaundrybagbehindthebathroomdoor.Theattendantwillcomeandcollectthelaundry. 的。QTellthegueststocontactyouwhentheyhaverequests.A:Ifyouhaveanyrequests,pleasefeelfreetoletusknow,wearealwaysatyourservice.如果您有任何要求，请随时通知我们，我们随时为您服务。Q:You’resendingbackthelaundrytoMr.Dave.Tellhima buttononhisshirtismissingandyou’vesewedonanewoneforhim. 衫上的扣子不见了，你给他缝了一个新的。Q:Oneguestlooksworried,showyourconcernandofferyourhelp.一位客人看起来很让人担忧，请主动表示你的关心并提供帮助。A:Goodafternoon,youlookworried.Whathashappened?HowcanIhelpyou?CanIbeofassistance?我能帮你吗？Q:Apologizefortheinconveniencecausedtotheguest,andassurehimitwillnothappenagain.A:I’msorryfortheinconvenience,Iassureyouthiswon’thappenagain.很抱歉给您带来不便，先生。我向你保证这种事不会再发生了。Q:Theguesttellsyouthathe’sjusthadashower,andthebathroomisquiteamess.客人告诉你他刚洗了个澡，浴室很乱。A:Don’tworrysir.Iwilltidyupyourbathroomrightaway.别担心，先生。我马上收拾你的浴室。QHowdoyougreetthechecking-inguestsattheFrontDesk? 住的客人？A:Goodmorning.WelcometotheHotel.Doyouhaveareservation?早上好。欢迎光临酒店。你有预约吗？QWhataretheitemsofinformationareceptionistshouldaskthegueststowhenfillingouttheregistrationform?在填写登记表时，接待员应要求客人输入哪些信息？A:Thereceptionistshouldmakesurethatsuchinformationitemsastheguest’sfullname,address,nationality,forwardingaddress,visitingpurposeandsignatureareallenteredcorrectlyandlegibly.等信息项均正确、清晰地输入。QHowdoyouaskforguests’personalinformationpolitely? 你如何礼貌地询问客人的个人信息？A:Excuseme.MayIhaveyourname,addressandyourtelephonenumber?问您的姓名、地址和电话号码？QInformtheguestthatyouareabletoaccepthisbooking.通知客人你可以接受他的预订。A:Wearegladtotellyouthatweareabletoacceptyourbooking.我们可以接受您的预订。QHowtoaskabouttheRoomRateforadoubleroom?如何询问双人房的房价？A:Whatisthepriceforadoubleroom?/Howmuchisadoubleroompernight?双人房多少钱？/一间双人房每晚多少钱？Q:You’vehelpedtheguestcheckinattheFrontDesk.Andnowtellhimtofollowthebellboytohisroom.你帮客人在前台登记。现在告诉他跟着门童回他的房间。A:Ifyouareready,thebellboywillshowyouuptoyourroom.会带你去你的房间。QHowdoyouinformtheguestofthearrivalofhisvisitor? 你如何通知客人来访者的到来？A: