2021池州市職業(yè)院校技能大賽中職組酒店服務(wù)賽項

客房服務(wù)英語口試題庫（50題）

1.Q:Whatwouldyousayiftheguestwantsyoutobringsomedrinksforhim?

A:Iwillsendthemtoyourroomrightaway.

2.Q:Youaregoingtocleantheroomfortheguest,buthetellsyouthatitisnoconvenient

forhimnow,whatwillyousay?

A:That’sallright.Iwillbebacklater.Whattimewouldbeconvenient,sir?

3.Q:Whatwillyoudoiftheguestsaysthatshewantstouseherhairdryerbutit’s110

volts?

A:Iwillsendheratransformerorahairdryerfor220volts.

4.Q:Youaregoingtomaketurn-downservicefortheguest,butheisworking,whatwill

youdo?

A:IwillasktheguestifIshoulddoitnow.Ifnot,Iwillaskhimwhenitwillbe

convenientforhim.

5.Q:Whatwouldyousaywhenyouwanttoknowwhethertheguestneedssomemore

help?

A:IsthereanythingelseIcandoforyou?

6.Q:Iftheguestcomplainsthatthereishairalloverhisbathroomcounterandinhistub,

whatwillyoudo?

A:Iwillapologizefirst.Andthenexplainthatcleanlinessisveryimportanttous.Iwill

havearoomattendanttakecareofthatimmediately.

7.Q:Ifaguestcallstocomplainthathisroomkeydoesnotwork,whatwillyousay?

A:I'msorryfortheinconvenience.Iwillmakeyouanewkeyrightnow,howeverI

needyouridentificationplease.

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8.Q:Howwillyouintroduceaguestroomtotheguest?

A:Iwillintroducetheequipment,theviews,theservicesprovidedandsoontotheguest.

9.Q:Whenaguestasksyoutotakeherclothesforlaundrybyphone,whatwillyousay?

A:Certainly,madam.Iwillinformourhousekeepingtopickupyourlaundry.MayIhave

yourroomnumber,please?

10.Q:Iftheguestsayshewouldliketosleeplatethenextmorning,whatwouldyousay?

A:Pleasepressthe‘DoNotDisturb’buttonsotheroomwillbecleanedaftertomorrow

lunchtime.IsthatOK?

11.Q:Whenaguestasksabouttheexpresslaundryservice,whatwillyousay?

A:Forexpressservice,youmaygetyourlaundrybackin4hours.Butthereisa50%

extracharge.

12.Q:Whatdoyouneedtocheckwhenyouchecktheguest'slaundry?

A:Iwillcheckhowmanypiecesoflaundrythereareandseeiftheguesthasfilledin

thelaundrylist.

13.Q:Whatwouldyousayifaguestasksattendanttoremoveastainonhisclothes?

A:Wewilldoourbesttoremovethestainbutwecannotguaranteetheresult.

14.Q:Whatwillyousaywhentheguesthasfinishedchecking-in?

A:Hereisyourroomkeyandabellboywillshowyoutoyourroom.Isthereanything

elseIcandoforyou?Ihopeyouwillenjoyyourstayinourhotel.

15.Q:Howwouldyoudealwithawrongbill?

A:Iwillapologizefirst,andthencheckitwiththedepartmentconcerned.

16.Q:Whatwouldyousayifthereisnoroomavailablefortheguest?

A:I'msorry,buttodaywearefullybooked.CanIhaveyournameandtelephone

number?Wewillcontactyouifthereisanycancellation.

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17.Q:Whenavisitorcallstotalktoaguest,buttheguestisnotinhisroomcurrently,what

wouldyousay?

A:I'mafraidheisnotintheroomcurrently.Wouldyouliketoleaveamessage?

18.Q:Whentheguestwantstobookastandardroominyourhotel,butyoudon’tknow

whetheryouhavearoomornot,whatshouldyousayasareservationassistant?

A:Sir,pleasewaitaminute,I’llcheckifwehavearoomavailableforyou.

19.Q:Youcometomakeuproomforaguest,buthetellsyouthatheprefersitlater

becauseheisbusydoingsomepaperwork,whatwillyousay?

A：Iwillsay:That’sallright.Iwillcomebacklater.Whattimewoulditbeconvenient

foryou,sir?

20.Q:TrytointroducethedifferenttypesandstylesofroomsinthehoteltoMr.Bellows

whoismakingareservationoverthephone.

A:Whatkindofroomwouldyoulike,Mr.Bellows?Wehavesinglerooms,double

rooms,suitesanddeluxesuitesinJapanese,British，Roman,Frenchandpresidential

styles.

22.Q:Whentheguestwantstodotheearlydeparture,whatshouldyouaskasa

receptionist?

A:Sir,todayisnotyourdeparturedate.Wouldyouwanttoleaveearlier?

23.Q:Iftheguestsayshewouldliketosleeplatethenextmorning,whatwillyou

suggest?

A:Pleasepressthe“DoNotDisturb”(DND)buttonbeforeyougotobed,andyou

won’tbedisturbedthenextmorning.

22.Q:Aguestwondersiftheoutdoorswimmingpoolofthehotelisarightplacetocool

offandrelax.

A:Ouroutdoorroof-topswimmingpoolfeaturesa150-metrelongpool.Itpresentsan

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excellentoasisforthegueststocooloffandrelaxafterabusyday.

23.Q:Iftheguestasksyoutolookafterthebabyforher,whatwillyousay?

A:I’msorry,madam.I’mafraidIcan’tdothat.It’sagainstourhotel’sregulation.But

wehaveaverygoodbaby-sittingservice.Thesittersarewell-educatedandreliable.

24.Q:WhatwillyousayiftheguestcomplainsthebeefsteaksentbyRoomServiceisrare,

whileheaskedforwell-done?

A:I’mterriblysorry.IwillinformtheFoodandBeverageDepartment;they’llseetothe

matterandhaveanothersteakpreparedtoyourappetite.

25.Q:Whatwillyousayifthereisnoroomavailablefortheguestwhoiscallingtomake

areservation?

A:I’msorry,butwearefullybooked.ShallIputyouonthewaitinglist?Wewill

contactyouifthereisacancellation.

26.Q:Howdoyourespondtoanunexpectedrequestfromtheguest?

A:I’mnotsure,butwe’llseewhatwecandoforyou./Ican’tguarantee,butlet’ssee

whatwecando.

27.Q:TelltheguesthowtoaskforRoomServicebytelephone.

A:Youcandial0toaskforRoomService.RoomServiceisavailableroundtheclock.

28.Q:Explaintotheguestthehotelpreferencepolicyinmakinguprooms.

A:Wealwaysmakeupthecheck-outroomsfirst,unlessthereisarequest.

29.Q:ExplaintotheguesttheuseoftheHotelServiceDirectory.

A：ByreferringtotheHotelServiceDirectoryonthewritingdesk,you’llfinddetailed

informationaboutalltheservicesweprovideinthehotel.

30.Q：Whatisnotincludedintheroomcharge?

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A：Well,youwillfindamini-barinyourroom.Useofitwillbechargedtoyouraccount.

Also,thehotelprovidesroomservice,atanadditionalchargeofcourse.

31.Q:Theguestwouldprefertheturndownserviceforhimafter9:00pmwhenyou’llbe

offduty.Howdoyourespond?

A:Don’tworry,sir.Iwillmakesuretoletthenightstaffknow,andhe’lldothe

turndownserviceforyouafter9:00pm.

32.Q:Explaintotheguesthowtousethedoorknobmenutoorderandhavehisbreakfast

intheroom.

A：YoumayusethedoorknobmenutoorderRoomService.Justticktheitemsyou’d

likeforbreakfast,writedownthetime,andhangthedoorknobmenuoutsidethedoor

beforeyougotobedtonight

33.Q:TheguestordersRoomService,andnowyouaredeliveringhisbreakfasttothe

room.Whatdoyousayafterknockingonthedoor?

A:ThisisRoomService.I’vebroughtyouyourbreakfast.

34.Q:Phonetheguestandtellhimthatyou’vefoundthecellphonehelosttheotherday.

A:ThisisLostandFound.Wehavefoundyourcellphone.

35.Q:Apologizetotheguestforthedelayofhisbaggagedelivery.

A:I’msorryforthedelay.Butthebellmanisdeliveringyourbaggageuptoyourroom

now.

36.Q:AvisitorcomestomeetMr.SmithinRoom2501,butheisnotintheroomnow,

whatdoyousaytothevisitor?.

A:I’mafraidMr.Smithisnotintheroomnow.Wouldyouliketoleaveamessage?

37.Q:Howdoyourespondifaguestcomplainsthatoneofthepillowsinhisroomsmells

funny?

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A:I’msorry,sir.Iwillhaveanewpillowsenttoyourroomrightaway.

38.Q:Howdoyoucheckwiththeguestwhensendinguphisluggage?.

A:Hereweare,Room1208.You’vegotthreepiecesofluggageinall.Isthatright,sir?

39.Q:Howdoyouasktheguesttomakesureifthereissomethingidenticalattachedtohis

luggage?

A:Isthereatagoranythingidenticalattachedtoyourluggage,sir?

40.Q:Theguestwantstoknowifhecanmakeadirectdialinternationalcallfromhis

room.

A:Yes,sir.Youcanmakeadirect-dialinternationalcallfromyourroom.Pleasedial9

first,andthenthecountrycode,theareacodeandfinallythetelephonenumber.

41.Q:Telltheguestwheretoleavehislaundry..

A:Justleaveyourlaundryinthelaundrybagbehindthebathroomdoor.Theattendant

willcomeandcollectthelaundry.

42.Q:You’resendingbackthelaundrytoMr.Dave.Tellhimabuttononhisshirtis

missing,andyou’vesewedonanewoneforhim..

A：Mr.Dave,here’syourlaundry.Bytheway,onebuttonwasmissingfromyourshirt,

andwe’vesewedonanewone.

43.Q:Oneguestlooksworried,showyourconcernandofferyourhelp..

A:Goodafternoon,youlookworried.Whathashappened?HowcanIhelpyou?/CanI

beofassistance?

44.Q:Apologizefortheinconveniencecausedtotheguest,andassurehimitwillnot

happenagain..

A:I’msorryfortheinconvenience,sir.Iassureyouthis