2025年高职酒店英语（酒店英语）试题及答案

2025年高职酒店英语（酒店英语）试题及答案

（考试时间：90分钟满分100分）班级______姓名______第I卷（选择题共40分）（总共20题，每题2分，从A、B、C、D四个选项中选出最佳答案）1.Whenaguestchecksin,thereceptionistshouldfirstgreettheguestwitha________smile.A.forcedB.politeC.fakeD.indifferent2.“Howwouldyoulikeyoureggscooked?”Thissentenceisusedtoaskabouttheguest's________preference.A.drinkB.foodC.roomserviceD.laundry3.Ifaguestwantstoorderaspecialdishthatisnotonthemenu,thewaitershould________.A.refusedirectlyB.trytomeettheguest'sneedifpossibleC.ignoretherequestD.chargeextraforit4.Whenaguestcomplainsabouttheservice,thehotelstaffshouldlistencarefullyand________.A.arguewiththeguestB.interrupttheguestC.apologizesincerelyD.makeexcuses5.“I'dliketocheckout.Canyoupreparemybill?”Thissentenceisusedwhenaguestis________.A.checkinginB.askingforroomserviceC.checkingoutD.makingareservation6.Thehotellobbyshouldbekeptcleanand________atalltimes.A.noisyB.crowdedC.comfortableD.disorderly7.“Doyouhaveanylaundryservice?”Thisisaquestionaguestmightaskabout________.A.therestaurantB.thefitnesscenterC.thelaundryserviceD.theconciergeservice8.Ifaguestlosestheirkey,thehotelstaffshould________.A.scoldtheguestB.helptheguesttogetanewkeyimmediatelyC.chargetheguestalargeamountofmoneyD.ignorethesituation9.Whenansweringthephoneinthehotel,theoperatorshouldusea________tone.A.rudeB.impatientC.friendlyD.bored10.“Canyourecommendagoodplacetoeataroundhere?”Thisquestionisaboutthehotel's________service.A.conciergeB.frontdeskC.housekeepingD.laundry11.Ahotelshouldprovide________forguestswithdisabilitiestoensuretheirconvenience.A.specialfacilitiesB.fewerservicesC.lessattentionD.noassistance12.“I'mallergictocertainfoods.Canyoumakesuremymealdoesn'tcontainthem?”Thisshowsaguest'sconcernabout________.A.foodqualityB.foodsafetyC.foodvarietyD.foodprice13.Whenaguestrequestsanearlycheck-in,thehotelshould________ifpossible.A.alwaysrefuseB.trytoaccommodateC.chargedoubleD.asktheguesttowaitoutside14.“Isthereaswimmingpoolinthehotel?”Thisisaquestionregardingthehotel's________facilities.A.entertainmentB.businessC..fitnessD.dining15.Ifaguestleavessomethingintheroomaftercheckingout,thehotelstaffshould________.A.keepitforthemselvesB.contacttheguesttoarrangeforitsreturnC.throwitawayD.sellit16.“Ineedtoprintsomedocuments.Doyouhaveabusinesscenter?”Thisisrelatedtothehotel's________service.A.laundryB.businessC.roomserviceD.concierge17.Thehotelstaffshouldbe________toguests'culturaldifferences.A.disrespectfulB.insensitiveC.understandingD.ignorant18.“CanIgetawake-upcallat6:00tomorrowmorning?”Thisisarequestfor________service.A.frontdeskB.housekeepingC.laundryD.concierge19.Whenaguestcomplimentsthehotelservice,thestaffshould________.A.beproudandarrogantB.expressgratitudegracefullyC.ignorethecomplimentD.askformoretips20.“I'dliketobookashuttletotheairportfortomorrowafternoon.”Thisisareservationforthehotel's________service.A.transportationB.diningC.entertainmentD.fitness第II卷（非选择题共60分）（总共4题，每题15分，根据题目要求作答）21.Pleasedescribetheproperstepsforcheckinginaguestatthehotelfrontdesk.（15分）22.Supposeaguestcomplainsthattheroomistoonoisy.Howshouldthehotelstaffhandlethissituation?（15分）23.Readthefollowingpassageandanswerthequestions:Aguestcomestothefrontdeskandsays,“Imadeareservationonlinelastweek,butIcan'tfindanyrecordofithere.WhatshouldIdo?”Asahotelstaff,howwouldyourespond?（15分）24.Inahotel,aguestasksthewaiterforavegetarianmeal.However,thekitchenhasrunoutofthemainvegetarianingredient.Writearesponsefromthewaitertotheguest,explainingthesituationandsuggestingalternatives.（15分）答案：1.B2.B3.B4.C5.C6.C7.C8.B9.C10.A11.A12.B13.B14.A15.B16.B17.C18.A19.B20.A21.First,warmlygreettheguestwithasinceresmileandwelcomethemtothehotel.Then,politelyaskfortheguest'sidentificationandreservationdetails.Checkthereservationsystemcarefullytoverifythereservation.Next,assignasuitableroomtotheguest,consideringtheirpreferencesifavailable.Providetheguestwiththeroomkey,anynecessaryaccesscards,andrelevantinformationaboutthehotelfacilitiesandservices.Finally,offertoassisttheguestwiththeirluggageorshowthemtotheirroomifneeded,ensuringapleasantcheck-inexperience.22.Thehotelstaffshouldfirstapologizetotheguestfortheinconvenience.Then,immediatelyoffertofindaquieterroomfortheguestifavailableandhelptheguestmovetheirbelongings.Ifnootherquietroomsareavailable,offertoprovidetheguestwithnoise-reducingearplugsorsuggestthattheguestclosethewindowstoreduceoutsidenoise.Also,checkwiththeneighboringroomstoseeifthereisanysourceofexcessivenoiseandtakeappropriatemeasurestoresolveit.Followupwiththeguestlatertoensurethattheproblemhasbeenresolvedandthattheyaresatisfiedwiththenewarrangement.23.Iwouldrespondlikethis:“Dearguest,I'mverysorryfortheinconvenience.Letmedouble-checkthereservationsystemforyou.Sometimes,duetotechnicalglitches,thereservationmightnotbeimmediatelyvisible.Pleaseprovidemewiththedetailsyouusedfortheonlinereservation,suchasthebookingID,yourname,andthereservationdate.Iwilllookintoitrightawayandgetbacktoyouassoonaspossibletoconfirmyourreservation.Incasethereisanissue,wewilldoourbesttoresolveitandensureyouhaveacomfor