旅游服务与管理专业英语沟通技巧试题

旅游服务与管理专业英语沟通技巧试题考试时长：120分钟满分：100分班级：__________姓名：__________学号：__________得分：__________旅游服务与管理专业英语沟通技巧试题考核对象：旅游服务与管理专业学生及从业者题型分值分布：-判断题（总共10题，每题2分）总分20分-单选题（总共10题，每题2分）总分20分-多选题（总共10题，每题2分）总分20分-案例分析（总共3题，每题6分）总分18分-论述题（总共2题，每题11分）总分22分总分：100分---一、判断题（每题2分，共20分）1.Inahotelcheck-insituation,itisappropriatetousethephrase"I'llhandleit"totransferresponsibilitytoanotherstaffmember.2.Theterm"bonappétit"iscommonlyusedinEnglish-speakingcountriestowishsomeoneagoodmeal.3.Whendealingwithaguestcomplaint,itisbettertoapologizeimmediatelywithoutinvestigatingtheissuefirst.4.Thephrase"Howdoyoudo?"isaformalwaytogreetsomeoneinEnglish.5.Inatourguidescenario,usinghumorisalwaysthebestapproachtoengagetheaudience.6.Theword"famously"isthecorrectadverbformof"famous."7.Whenmakingareservationoverthephone,itisimportanttorepeattheguest'snameanddetailstoensureaccuracy.8.Theexpression"I'mafraidso"isapolitewaytodisagreewithsomeoneinEnglish.9.Inacustomerservicecontext,theacronym"FBI"standsfor"Face,Body,andInteraction."10.Thephrase"Couldyouplease?"ismorepolitethan"Canyouplease?"inmostsituations.二、单选题（每题2分，共20分）1.Whichofthefollowingisthemostappropriatewaytointroduceyourselftoanewguestinahotellobby?A."Goodevening,Iamthemanager."B."Hello,Iamheretocheckyouin."C."Gooddaytoyou,sir/madam."D."Iamnewhere,howcanIhelpyou?"2.Ifaguestasksforthelocationofthenearestrestroom,whichresponseismosthelpful?A."Ithinkit'soverthere."B."Youcanfinditonthethirdfloor."C."I'mnotsure,butI'llasksomeoneelse."D."It'snotfarfromhere,justfollowthesigns."3.Whatisthebestwaytorespondtoaguestwhocomplimentsyourservice?A."Thankyou,I'mjustdoingmyjob."B."You'rewelcome,it'smypleasure."C."Idon'tthinkIdidanythingspecial."D."Ihopeyouenjoyyourstay."4.Whenaguestexpressesdissatisfactionwithaservice,whichapproachismosteffective?A.Defendthecompany'spolicies.B.Ignorethecomplaintandmoveon.C.Apologizeandofferasolution.D.Asktheguesttoleaveareviewlater.5.Whichphraseisbestusedtoconfirmareservationwithaguest?A."Ithinkwehaveyourreservation."B."Letmecheckifwehaveyourreservation."C."You'reallsetforyourstay."D."I'llmakesureyourreservationisconfirmed."6.Whatisthecorrectwaytosay"Thankyouforyourcooperation"inEnglish?A."Thankyouforworkingwithus."B."Weappreciateyourhelp."C."Wearegratefulforyourassistance."D."Wevalueyourcooperation."7.Ifaguestasksforrecommendationsonlocalattractions,whichresponseismostinformative?A."Sure,there'salottoseehere."B."Icantellyouaboutsomeplaces."C."Letmecheckourbrochuresfordetails."D."I'mnotfamiliarwiththearea."8.Whatisthebestwaytohandleasituationwhereaguestisspeakingveryloudly?A.Ignorethemandhopeitstops.B.Politelyaskthemtolowertheirvoice.C.Jointheminspeakingloudly.D.Escalatethesituationtomanagement.9.Whichphraseisbestusedtoofferassistancetoaguest?A."Doyouneedhelp?"B."CanIhelpyouwithanything?"C."I'mheretohelpyou."D."Letmeknowifyouneedanything."10.Whatisthecorrectwaytosay"Goodnight"toaguestattheendoftheirstay?A."Haveaniceevening."B."Sleepwell."C."Goodnight,takecare."D."Ihopeyouhaveagoodnight."三、多选题（每题2分，共20分）1.Whichofthefollowingphrasesarecommonlyusedinhotelcheck-insituations?A."Welcometoourhotel."B."HowcanIassistyoutoday?"C."Pleasefollowmetoyourroom."D."IsthereanythingelseIcanhelpyouwith?"E."Enjoyyourstay."2.Whataresomeeffectivewaystohandleaguestcomplaint?A.Listenactivelytotheguest'sconcerns.B.Apologizesincerelyfortheinconvenience.C.Offerasolutionorcompensation.D.Blameotherstaffmembers.E.Avoidtheguestandhopetheissueresolvesitself.3.Whichofthefollowingphrasesareappropriateforatourguidetousewhenintroducingthemselves?A."Hello,everyone,mynameis[Name]."B."Welcometoourtour.I'llbeyourguidetoday."C."I'mheretoshowyouaroundthecity."D."Ihopeyouenjoythetour."E."I'mnotsurewherewe'regoingtoday."4.Whataresomecommonphrasesusedincustomerservicetoconfirmdetails?A."Isthatcorrect?"B."Canyourepeatthat,please?"C."I'llmakeanoteofthat."D."Letmedouble-checkthatforyou."E."Iunderstandyoucorrectly."5.Whichofthefollowingphrasesareappropriateforahotelstaffmembertousewhenofferingassistance?A."CanIhelpyouwithyourluggage?"B."IsthereanythingIcandoforyou?"C."Doyouneeddirections?"D."Letmeknowifyouneedanythingelse."E."I'mheretoassistyou."6.Whataresomecommonphrasesusedinatourguidetoengagetheaudience?A."Didyouenjoythat?"B."Anyquestionssofar?"C."Ihopeyou'rehavingagoodtime."D."Let'smoveontothenextlocation."E."I'mnotsureifanyonehasquestions."7.Whichofthefollowingphrasesareappropriateforahotelstaffmembertousewhencheckingaguestout?A."Thankyouforstayingwithus."B."IsthereanythingelseIcanassistyouwith?"C."Pleaseleaveyourroomkeyatthefrontdesk."D."Wehopetoseeyouagain."E."Haveagreatday!"8.Whataresomecommonphrasesusedincustomerservicetoapologize?A."I'msorryfortheinconvenience."B."Weapologizeforthedelay."C."Weregretanytroublethishascaused."D."I'mnotsorryforwhathappened."E."It'snotourfault,sowedon'tapologize."9.Whichofthefollowingphrasesareappropriateforatourguidetousewhenexplainingahistoricalsite?A."Thissitehasarichhistory."B."Letmetellyouaboutitssignificance."C."I'mnotsurewhythisplaceisimportant."D."Youcanseetheruinshere."E."Ihopeyoufindthisinteresting."10.Whataresomecommonphrasesusedincustomerservicetoconfirmareservation?A."Iseeyourreservationonthesystem."B."Yourstayisconfirmed."C."Letmedouble-checkyourdetails."D."You'reallsetforyourvisit."E."I'llmakesureeverythingisarrangedforyou."四、案例分析（每题6分，共18分）1.Scenario:Aguestchecksintoahotelandasksforaroomwithaviewoftheocean.Thefrontdeskstaffrealizesthatthehoteldoesnothaveanyroomswithoceanviews.Questions:a.Howshouldthestaffmemberrespondtotheguest?b.Whatalternativesolutionscanthestaffmemberoffer?2.Scenario:Atourguideisleadingagroupthroughahistoricalmuseumandoneoftheparticipantsasksaquestionthattheguidedoesnotknowtheanswerto.Questions:a.Howshouldtheguiderespondtotheparticipant?b.Whatstepscantheguidetaketofindtheanswerlater?3.Scenario:Ahotelguestcallsthefrontdesktoreportthattheirroomisnotcleanandtheyareunhappywiththeservice.Questions:a.Howshouldthefrontdeskstaffmemberhandlethecomplaint?b.Whatactionscanbetakentoresolvetheissueandensuretheguest'ssatisfaction?五、论述题（每题11分，共22分）1.Discusstheimportanceofeffectivecommunicationskillsinthetourismandhospitalityindustry.Provideexamplesofhowgoodcommunicationcanenhancetheguestexperience.2.Explainthekeyprinciplesofactivelisteningincustomerservice.Howcanactivelisteninghelpresolveguestcomplaintsmoreeffectively?Provideexamplestosupportyouranswer.---标准答案及解析一、判断题1.×2.×3.×4.√5.×6.√7.√8.×9.×10.√解析：1.Using"I'llhandleit"canbeseenaspassingthebuck,soitisbettertotakeresponsibility.2."Bonappétit"isFrench,notcommonlyusedinEnglish-speakingcountries.3.Apologizingwithoutinvestigatingcanmakethesituationworse.4."Howdoyoudo?"isaformalgreeting.5.Humorisnotalwaysappropriateandcansometimesoffend.6."Famously"isthecorrectadverbformof"famous."7.Repeatingdetailsensuresaccuracy.8."I'mafraidso"isusedtoexpressreluctance.9."FBI"standsfor"Face,Body,andInteraction"incustomerservice.10."Couldyouplease?"ismorepolitethan"Canyouplease?"二、单选题1.C2.B3.B4.C5.C6.C7.C8.B9.B10.C解析：1."Gooddaytoyou,sir/madam"isapoliteandformalintroduction.2.Providingaspecificlocationismosthelpful.3."You'rewelcome,it'smypleasure"isapoliteandprofessionalresponse.4.Apologizingandofferingasolutionisthebestapproach.5.Confirmingthereservationwiththeguest'snameanddetailsisimportant.6."Wearegratefulforyourassistance"isthemostformalandpoliteexpression.7.Checkingbrochuresprovidesdetailedrecommendations.8.Politelyaskingtolowerthevoiceisthebestresponse.9."CanIhelpyouwithanything?"isapoliteandopen-endedquestion.10."Goodnight,takecare"isawarmandpolitewaytosaygoodbye.三、多选题1.A,B,C,D,E2.A,B,C3.A,B,C,D4.A,B,C,D,E5.A,B,C,D,E6.A,B,C,D7.A,B,C,D,E8.A,B,C9.A,B,D,E10.A,B,C,D,E解析：1.Alltheoptionsareappropriatephrasesforhotelcheck-insituations.2.Activelistening,sincereapology,andofferingsolutionsarekeytohandlingcomplaints.3.Aformalintroduction,offeringtoguide,andexpressinghopeforagoodtourareimportant.4.Confirmingdetailsensuresaccuracyandcustomersatisfaction.5.Offeringassistanceisakeypartofcustomerservice.6.Engagingtheaudiencewithquestionsandcommentsenhancesthetourexperience.7.Checkingoutinvolvesthankingtheguest,offeringfurtherassistance,andwishingthemwell.8.Apologizingisessentialincustomerservice.9.Explaininghistoricalsitesinvolvesprovidingcontextandsignificance.10.Confirmingreservationsinvolvesverifyingdetailsandensuringarrangementsareinplace.四、案例分析1.a.Thestaffmembershouldrespondpolitelyandempathetically,suchas,"Iunderstandhowimportantaroomwithaviewcanbe.Letmecheckifthereareanyalternativeroomsavailablethatmightmeetyourneeds."b.Alternativesolutionscanincludeofferingaroomwithadifferentview,providingadiscountonthenextstay,orarrangingforaroomupgradeifpossible.2.a.Theguideshouldrespondwith,"That'sagreatquestion.I'mnotsureabouttheexactdetails,butIcanfindoutforyouandgetbacktoyou."b.Theguidecantakenotes,checkreferencematerials,oraskacolleaguefortheanswer.3.a.Thestaffmembershouldlistenactively,apologizefortheinconvenience,andofferasolution,suchas,"I'mverysorrytohearthatyourroomisnotclean.Letmearrangeforacleanertocomerightaway."b.Actionscanincludesendingacleaner,offeringacomplimentaryservice,orprovidingapartialrefundtoensuretheguest'ssatisfaction.五、论述题1.Effectivecommunicationskillsarecrucialin