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2022江西省职业院校技能大赛中职酒店服务赛项专业英语问答赛卷
一、餐饮服务部分情景应答及答题要点Q:Asktheguestsiftheyhaveareservationwithyourrestaurant.A:Goodevening.DoyouhaveareservationQ:HowdoyoucheckupontheguestsnameofthereservationA:Goodevening.UnderwhosenamewasyourreservationmadeQ:Theguestsneedatablefor4andtheywouldliketodinesomewherequiet.A:Verywell.Thiswayplease.Heresawindowtablefbrfouroverlookingthelake.Itsveryniceandquiethere.Q:CanyouexplainthetermsofbreakfastbothforadultsandchildreninthehotelA:Sureweofferbreakfastattherateof128RMBfbreachadultanditsfreeofchargeforchildrenunder
6.Q:IfyouwanttoconfirmthereservationofthedinnerwhatwillyousayA:IwillsayGoodeveningsir.Idliketoconfirmyourreservation.MayIhaveyournameplease”Q:Informtheguestthattherestaurantisfullybookedthiseveningandsuggesthimtobookatablefortomorrowevening.A:Fmsorry.Wearefullybookedthisevening.HowabouttomorrowWestillhavesomenicetablesavailablefortomorrowevening.Q:WhatwouldyoudowhentheguestcomplainsthattherestaurantistoonoisyA:Iwillapologizeandsayletmeseeifwecanfindatableontheothersideoftherestaurantitisabitquietthere.”Q:AsktheguestspreferenceforfoodChineseWesternJapaneseorKorean.A:WhichstyleofcuisinewouldyoupreferWeserveChineseWesternJapaneseandKoreanfoodhere.Q:HowdoyouoffertotakeorderfortheguestsintheeveningA:Goodevening.MayItakeyourordernow/AreyoureadytoordernowQ:Howdoyouasktheguesttocheckhisbill
50.Q HowdoyourespondifaguestcomplainsthatthereisanoiseinhisroomAImsorrytohearthatsir.Illtrytoarrangeanotherquietroomforyourightaway.A:Heresyourbill.Pleasecheckit.Thefruitcombinationisonthehouse.Q:Visitthetabletocheckifyourserviceissatisfactory.Informtheguestthelastcoursewillbedessert.A:IseverythingtoyoursatisfactionAllthedisheshavebeenservedasthemenugoesexceptforthedesserttofollow.Q:Asktheguesthispreferenceforjuice.A:WhatkindoffruitjuicewouldyoupreferWehavegrapejuicekiwifruitjuiceandorangejuice.Q:Asktheguesfschoiceofwine.A:WouldyoulikeabottleofredwinetogowithyourSirloinSteakQ:WhatwillyousaywhenservingthegueststheirdessertA:Hereisyourdessert.Pleaseenjoy.Q:Asktheguesthowhewouldlikehissteakprepared.A:HowwouldyoulikeyoursteakdoneRareMediumorWell-doneQ:WhatisthedutyofaFoodandBeverageManagerA:AFoodandBeverageManagerisinchargeanddirectstheworkoftheDepartment.Q:TellthegueststhegeneralsequenceofaChinesedinner.A:Chinesedinnerusuallystartswithcolddishesandendswithasoup.Q:WhatdoyourecommendiftheguestordersafreshwhitewaterfishA:MayIsuggeststeamingthefishtoretainitsfreshnessQ:HowdoyouaskabouttheguestspreferencefbrbuffetoralacarteserviceA:HowwouldyoulikeyourdinnerservedAbuffetoranalacarteserviceQ:HowdoyouaskabouttheguestspreferenceforsaladA:WhatkindofsaladwouldyoupreferWehaveHamSaladPrawnSaladandFreshVegetableSalad.Q:HowdoyourespondtoaguesfscomplimentstoyourserviceA:Thankyoufbryourcompliments.Itsourgreatestpleasuretobeofservice.Q:HowdoyouasktheguestwhereheorshewouldliketositA:WhichtabledoyoupreferbythewindowornearthedoorQ:Asktheguestwhatvegetablehedliketohavewithhischicken.A:WhatvegetablewouldyouliketogowithyourRoastChickenQ:WhatdoyousayinseeingofftheguestsA:Imgladyouenjoyed.Thankyouforcoming!Seeyounexttime.Q:TelltheguestwhatexactlyisthedishofSpaghettiwithLamb”.A:SpaghettiwithLambisactuallylambcookedwithherbsandservedwithspaghetti.Q:AsahostesswhatsthefirstthingyouneedtofindoutwhentheguestarrivesA:Ihavetofindoutwhethertheguesthasareservationornot.Q:WhatwillabartendertelltheguestsaboutMargaritaA:AMargaritaisapopularcocktailmadebymixingonepartoftequilaandthreepartsofdrywineandlemon.Q:WhatwouldyousayiftheguestwantstoknowthebusinesshoursofyourrestaurantA:Weproviderestaurantservicefrom6:30a.m.to10:00p.m.everyday.Q:WhatinformationdoyougivewhenintroducingyourrestauranttotheguestA:Iwouldtelltheguestaboutthestylethespecialtiesthepopulardishesthebusinesshoursoftherestaurant.Q:WhatwouldyousaywhenyouarerecommendingsomethingtotheguestA MayIrecommendthisonemadam/MayIsuggestyoutrythisonesir/WouldyouliketotakealookatthisMissQ:AfteryouhavefinishedtakingorderfortheguestswhatwouldyousayA:Thankyou.Pleasewaitaminute.Wellbebackwithyourordersoon.Q:IftheguestwantstotrysomedishesthataretypicallocalspecialtyofSuzhoubuthehasnoideawhattoorderwhatwouldyourecommendtohimA:IwillrecommendtheSquirrel-shapedMandarinFishtheQuick-boiledWhiteShrimpandtheStir-friedShreddedEelwithHotOil.Q:WhatwouldyousaytotheguestwhenyouarerecommendingyourhousespecialtyA:WouldyouliketotryourhousespecialtyItsverypopularamongourguests.Q:HowdoyourespondtoaguestscomplaintaboutthedishbeingtoosaltyA:Iwillapologizeandsay:Letmeorganizeanotherdishfbryou”.Q:IftheguesttellsyouthathiswifeisavegetarianwhatwouldyousayA:Wedoservedeliciousvegetarianfoodinourrestaurant.ActuallytheTofudishesareverypopularamongtheguests.Q:IfaguestwonderswhetherhecouldsmokeatthebarwhatwillyouprobablysayA:IwillsaySorrysir.Ourbarisnon-smoking.Butwehavesmokingareaoutsidethebaroverthere”Q:WhatwouldyouaskwhentheguestorderswhiskyA:IwillaskDoyouwantitstraightuporontherocks”Q:HowwouldyourespondifaguestcomplainedthatthefoodistooslowA:rilapologizeandsay“Tmsorryaboutthat.Tilcheckwiththechefnow.”Q:WhatwillyoudowhentheguesttellsyouthattheresamiscalculationinthebillA:Iwillcheckwiththeguestcarefully.IfthereisamistakeIwillapologizeandthenbringthebillbacktothecashiersdesktocorrectit.Q:WhatwouldyouaskiftheguestwantstosettlehisbillA:HowwouldyouliketopayIncashbycreditcardorroomchargeQ:HowdoyoumakesureofthenumberofpeopleinthedinnerpartyA HowmanypeoplearethereinyourpartyQ:HowdoyouasktheguestswhoispayingforthedinnerA:Doyouwantseparatedbillsorjustonesinglebill/MayIknowwhoispayingpleaseQ:HowdoyouaskthegueststotaketheirseatsA:WouldyoupleasetakeyourseatsQ:WhatdoyouasktoseeiftheguestwouldliketohaveanaperitifbeforeorderingA:Wouldyoulikeanaperitifbeforeyouorder/DoyoucareforadrinkbeforeyouorderQ:IftheguestcomplainsthatthesoupiscoldwhatshouldyoudoA:Iwillapologizetotheguestandpromisetoreturnthesouptothechefimmediatelyandgetafreshhotbowlofsoupfortheguest.Q:WhatquestionwouldyouaskfurtherwhentheguestorderscoffeeA:Wouldyoulikeyourcoffeeblackorwhite/WouldyoulikeyourcoffeewithcreamormilkQ:WhatwouldyoudoiftheguestcallsforroomservicebreakfastA:Iwillaskhis/herpreferenceandrecommendourbreakfastspecials.Q:WhafsthestandardofexcellenceforrestaurantserviceinadeluxehotelA:Therestaurantserviceinadeluxehotelisexpectedtobefastpoliteveryprofessionalandoftopquality.Q:Telltheguestsaboutthechoicestheyhaveformaincourse.A:WhatwouldyouliketohaveformaincourseWehaveSirloinSteakRoastLambGrilledPrawnsandScallopswithGingerSauce.Q Asktheguesthispreferenceforfriedeggs.A HowwouldyoulikeyourfriedeggsSunnysideuporeasyover
二、客房服务部分情景应答及答题要点Q:WhentheguestwantstobookastandardroominyourhotelbutyoudontknowwhetheryouhavearoomornotwhatshouldyousayasareservationassistantA:SirpleasewaitaminuteIllcheckifwehavearoomavailableforyou.Q:YoucometomakeuproomforaguestbuthetellsyouthatheprefersitlaterbecauseheisbusydoingsomepaperworkwhatwillyousayA Iwillsay:Thatsallright.Iwillcomebacklater.WhattimewoulditbeconvenientforyousirQ:Whatwillyoudoiftheguestsaysthatshewantstouseherhairdryerbutits110voltsA:IwilltelltheguestthattheelectricalvoltageinChinais220volts.AndIwillsendheratransformerorahairdryerfor220volts.Q:WhatshouldyousaywhenyougivetheregistrationformtotheguestasareceptionistA:Sirhereisyourregistrationformpleasecheckyourinformationjfeverythingisrightpleasesignyournamehere.Q:IftheguestcomestoyouandsayshecanlopenthedoorwiththekeytohisroomwhatwillyoudoA:Iwillgoandhaveacheckwithhimandhelptohavehiskeychangedifnecessary.Q:TrytointroducethedifferenttypesandstylesofroomsinthehoteltoMr.Bellowswhoismakingareservationoverthephone.A:WhatkindofroomwouldyoulikeMr.BellowsWehavesingleroomsdoubleroomssuitesanddeluxesuitesinJapaneseBritishRomanFrenchandpresidentialstyles.Q:Aguesttellsyouthatheisattendinganimportantconferenceandwantstohavehissuitdry-cleanedassoonaspossible.WhatwillyoudotohelpA:Iwillsuggestthathetaketheexpresslaundryservice.Therewillbeanextrachargeof50%fortheexpressbutthelaundrywillbesentbacktohiminfourhours.Q:WhafstheinformationyougivewhenyoureintroducingaguestroomtotheguestA:Iwillintroducetheequipmenttheservicesprovidedspecialfacilitiesandtheviewtheguestmaygetfromtheroom.Q:Whenaguestwantstoknowhowlongittakestogettotheairport.WhatshouldyousayA:SirItwilltake30minutesbytaxifromhoteltotheairport..Q:IftheguestsayshewouldliketosleeplatethenextmorningwhatwillyousuggestA:PleasepresstheDoNotDisturb^DNDbuttonbeforeyougotobedandyouwontbedisturbedthenextmorning..Q:Aguestwondersiftheoutdoorswimmingpoolofthehotelisarightplacetocooloffandrelax.A:Ouroutdoorroof-topswimmingpoolfeaturesa150-metrelongpool.Itpresentsanexcellentoasisforthegueststocooloffandrelaxafterabusyday..Q:IftheguestasksyoutolookafterthebabyforherwhatwillyousayA:Fmsorrymadam.ImafraidIcantdothat.Itsagainstourhotelsregulation.Butwehaveaverygoodbaby-sittingservice.Thesittersarewell-educatedandreliable..Q:WhatwilltheattendantsaytohelpifaguestaskstohaveastainonhisclothesremovedA:Sure.Wewilltryourbesttoremovethestainbutwecannotguaranteetheresult..Q:WhatwillyousayiftheguestcomplainsthebeefsteaksentbyRoomServiceisrarewhileheaskedforwell-doneA:Imterriblysorry.IwillinformtheFoodandBeverageDepartment;theyllseetothematterandhaveanothersteakpreparedtoyourappetite..Q:WhatwillyousayifthereisnoroomavailablefortheguestwhoiscallingtomakeareservationA:Tmsorrybutwearefullybooked.ShallIputyouonthewaitinglistWewillcontactyouifthereisacancellation..Q:HowdoyourespondtoanunexpectedrequestfromtheguestA:Imnotsurebutwellseewhatwecandofbryou./1cantguaranteebutletsseewhatwecando..Q:HowdoyouasktheguesthowhelikeshissteakcookedA:HowwouldyoulikeyoursteakcookedRareMediumRareMediumMediumWellorWellDone.Q:TelltheguesthowtoaskforRoomServicebytelephone.A:Youcandial515toaskforRoomService.RoomServiceisavailableroundtheclock..Q:HowwouldyouasktheguesttoshowthehealthcodeA:MayIhaveyourhealthcodemadamandsir..Q:ExplaintotheguesttheuseoftheHotelServiceDirectory.A ByreferringtotheHotelServiceDirectoryonthewritingdeskyoullfinddetailedinformationaboutalltheservicesweprovideinthehotel..Q WhatisnotincludedintheroomchargeAWelhyouwillfindamini-barinyourroom.Useofitwillbechargedtoyouraccount.Alsothehotelprovidesroomserviceatanadditionalchargeofcourse..Q:TelltheguestsaboutthevoltagedifferencebetweentheUSAandChina;remindhimthatthesocketsinthebathroomarefor110voltsand220voltsrespectively.A:ThevoltagehereismuchhigherthanthatintheUSA.There5retwosocketsinthebathroomoneisfor110voltsandtheother220volts..Q:Theguestwouldprefertheturndownserviceforhimafter9:00pmwhenyoullbeoffduty.HowdoyourespondA:Dontworrysir.Iwillmakesuretoletthenightstaffknowandhelldotheturndownserviceforyouafter9:00pm..Q:Explaintotheguesthowtousethedoorknobmenutoorderandhavehisbreakfastintheroom.A YoumayusethedoorknobmenutoorderRoomService.Justticktheitemsyoudlikeforbreakfastwritedownthetimeandhangthedoorknobmenuoutsidethedoorbeforeyougotobedtonight.Q:TheguestordersRoomServiceandnowyouaredeliveringhisbreakfasttotheroom.WhatdoyousayafterknockingonthedoorA:ThisisRoomService.Tvebroughtyouyourbreakfast..Q:Phonetheguestandtellhimthatyouvefoundthecellphonehelosttheotherday.A:ThisisLostandFound.Wehavefoundyourcellphone..Q:Apologizetotheguestforthedelayofhisbaggagedelivery.A:Fmsorryfbrthedelay.Butthebellmanisdeliveringyourbaggageuptoyourroomnow..Q:AvisitorcomestomeetMr.SmithinRoom2501butheisnotintheroomnowwhatdoyousaytothevisitor.A:ImafraidMr.Smithisnotintheroomnow.Wouldyouliketoleaveamessage.Q:HowdoyourespondifaguestcomplainsthatoneofthepillowsinhisroomsmellsfunnyA:Tmsorrysir.Iwillhaveanewpillowsenttoyourroomrightaway..Q:Howdoyoucheckwiththeguestwhensendinguphisluggage.A:HereweareRoom
1208.Youvegotthreepiecesofluggageinall.Isthatrightsir.Q:HowdoyouasktheguesttomakesureifthereissomethingidenticalattachedtohisluggageA:Isthereatagoranythingidenticalattachedtoyourluggagesir.Q:WhatshouldyousayifaguestasksaboutroomdisinfectionsituationA:Ourhotelhasdisinfectedtheguestroomaccordingtotheepidemicpreventionrequirementsyoumayrestassured..Q:Telltheguestwheretoleavehislaundry..A:Justleaveyourlaundryinthelaundrybagbehindthebathroomdoor.Theattendantwillcomeandcollectthelaundry..Q:Tellthegueststocontactyouwhentheyhaverequests..A:Ifyouhaveanyrequestspleasefeelfreetoletusknowwearealwaysatyourservice..Q:YouresendingbackthelaundrytoMr.Dave.Tellhimabuttononhisshirtismissingandyouvesewedonanewonefbrhim..A Mr.Daveheresyourlaundry.Bythewayonebuttonwasmissingfromyourshirtandwevesewedonanewone..Q:Oneguestlooksworriedshowyourconcernandofferyourhelp..A:Goodafternoonyoulookworried.WhathashappenedHowcanIhelpyou/CanIbeofassistance.Q:HowdoyouasktheguesttosignthenameinthePOSlistA:Ibrusheda1000RMBper-authorizationforyou.PleasesigninthePOSlisttoconfirm..Q:Theguesttellsyouthathesjusthadashowerandthebathroomisquiteamess.A:Dontworrysir.Iwilltidyupyourbathroomrightaway..Q:Howdoyougreetthechecking-inguestsattheFrontDeskA:Goodmorning.WelcometotheHotel.Doyouhaveareservation.Q:WhataretheitemsofinformationareceptionistshouldaskthegueststoenterwhenfillingouttheregistrationformA:Thereceptionistshouldmakesurethatsuchinformationitemsastheguestsfullnameaddressnationalityforwardingaddressvisitingpurposeandsignatureareallenteredcorrectlyandlegibly..Q:HowdoyouaskforguestspersonalinformationpolitelyA:Excuseme.MayIhaveyournameaddressandyourtelephonenumber.Q:Informtheguestthatyouareabletoaccepthisbooking.A:Wearegladtotellyouthatweareabletoacceptyourbooking..Q IftheguestiscallingforanotherbathtowelwhatwillyousayA:Iwillsay“Certainlysir.Iwillbringyouanewonerightaway.Wouldyoupleasetellmeyourroomnumber”.Q:YouvehelpedtheguestcheckinattheFrontDesk.Andnowtellhimtofollowthebellboytohisroom.A:Ifyouarereadythebellboywillshowyouuptoyourroom..Q:HowdoyouinformtheguestofthearrivalofhisvisitorA:AcertainMr.Zhangwantstoseeyousir.Heisnowwaitinginthelobby..Q:HowdoyouaskthespeakertoslowdownA:Excusemebutwouldyoupleaseslowdownalittle/Excusememadambutwouldyoumindslowingdownabit.Q:Givetwoexamplesofmakingcourteouspartingremarks.A:Thankyouforcallingussir./Thankyouforchoosingusforyourservicesir./Thankyouforstayingwithussir./ThankyouforusingRoomServicesir..Q:WhatshouldyousaywhentheguestasksyousomethingthatyouarenotveryclearaboutA:TmreallysorrythatImaynotbeabletogiveyouacomprehensiveanswer.IfyoudontmindIwillasktheprofessionalpersontoansweritforyou..Q:HowdoyoucheckifthevisitorofaguestnamedWilliamshasanappointmentA:DidMr.Williamsknowthatyouwerecoming/IsMr.Williamsexpectingyou/DoyouhaveanappointmentwithMr.Williams。