2020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：1. Q: When the guest wants to book a standard room in your hotel, but you don’t knowwhether you have a room or not, what should you say as a reservation assistant?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, please wait a minute, I’ll check if we have a room available for you.先生，请稍等，我查一下是否有空房间给您。
2. Q: You come to make up room for a guest, but he tells you that he prefers it later because he is busy doing some paper work, what will you say? 你来为一位客人整理房间，但他告诉你他更喜欢待会，因为他正忙着做一些文书工作，你会怎么说？A：I will say: That’s all right. I will come back later. What time would it be convenient for you, sir?我会说：没关系。
我晚点再来。
先生，您什么时候方便？3. Q: What will you do if the guest says that she wants to use her hairdryer, but it’s 110volts? 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: I will tell the guest that the electrical voltage in China is 220 volts. And I will send her a transformer or a hairdryer for 220 volts.我会告诉客人中国的电压是220伏。
我会送她一个220伏的变压器或吹风机。
4. Q: What should you say when you give the registration form to the guest as a receptionist?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, here is your registration form, please check your information,if everything is right, please sign your name here.先生，这是您的登记表，请核对您的信息，如果一切正常，请在这里签名。
5. Q: If the guest comes to you and says he can’t open the door with the key to his room, what will you do?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: I will go and have a check with him, and help to have his key changed if necessary.我去和他核对一下，必要时帮他换钥匙。
6. Q: Try to introduce the different types and styles of rooms in the hotel to Mr. Bellows who is making a reservation over the phone.试着把旅馆里不同类型和风格的房间介绍给贝洛斯先生，他正在通过电话预订房间。
A: What kind of room would you like, Mr. Bellows? We have single rooms, double rooms, suites and deluxe suites in Japanese, British，Roman, French and presidential styles.贝洛斯先生，您想要什么样的房间？我们有日式、英式、罗马式、法式和总统式单人房、双人房、套房和豪华套房。
7. Q: A guest tells you that he is attending an important conference, and wants to have his suit dry-cleaned as soon as possible. What will you do to help?一位客人告诉你他正在参加一个重要的会议，他想让人尽快干洗他的西装。
你会做些什么来帮忙？A: I will suggest that he take the express laundry service. There will be an extra charge of 50% for the express, but the laundry will be sent back to him in four hours.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。
8.Q: What’s the information you give when you’re introducing a guestroom to theguest？当你向客人介绍客房时，你会提供什么信息？A: I will introduce the equipment, the services provided, special facilities and the view t he guest may get from the room.我将介绍房间的设备、提供的服务、特殊设施和客人可以从房间看到的景色。
9.Q: When the guest wants to do the early departure, what should you ask as areceptionist?当客人想提前离开时，作为接待员你应该问些什么？A: Sir, today is not your departure date. Would you want to leave earlier?先生，今天不是您的出发日期。
你想早点走吗？10.Q: If the guest says he would like to sleep late the next morning, what will you suggest?如果客人说他第二天早上想晚睡，你有什么建议？A: Please press the “Do Not Disturb” (DND) button before you go to bed, and you won’t be disturbed the next morning.睡觉前请按“请勿打扰”（DND）按钮，第二天早上您就不会被打扰了。
11.Q: A guest wonders if the outdoor swimming pool of the hotel is a right place to cooloff and relax.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: Our outdoor roof-top swimming pool features a 150-metre long pool. It presents an excellent oasis for the guests to cool off and relax after a busy day.我们的室外屋顶游泳池有一个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。
12.Q: If the guest asks you to look after the baby for her, what will you say?如果客人让你帮她照看孩子，你会怎么说？A: I’m sorry, madam. I can’t do that. It’s against our hotel’s regulation. But we have a very good baby-sitting service. The sitters are well-educated and reliable.对不起，夫人。
我不能那样做。
这违反了我们酒店的规定。
但是我们有很好的保姆服务。
这些保姆受过良好的教育，而且可靠。
13.Q: What will the attendant say to help if a guest asks to have a stain on his clothesremoved?如果客人要求去除衣服上的污渍，服务员会怎么回答？A: Sure. We will try our best to remove the stain but we cannot guarantee the result.当然可以。
我们将尽力去除污渍，但我们不能保证结果。
14.Q: What will you say if the guest complains the beef steak sent by Room Service israre, while he asked for well-done?如果客人抱怨客房服务部送来的牛排太少了，而他要求的是熟透的牛排，你会怎么回答？A: I’m terribly sorry. I will inform the Food and Beverage Department; they’ll see tothe matter and have another steak prepared to your appetite.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。
15.What will you say if there is no room available for the guest who is calling to make areservation?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’m sorry, but we are fully booked. Shall I put you on the waiting list? We will contact you if there is a cancellation.对不起，我们已经订满了。