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1、2023年广西职业院校技能大赛中职组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： 1. Q: If you want to confirm the reservation of the dinner, what will you say? A: I will say “Good evening, sir. Id like to confirm your reservation.May I have your name, please?”2. Q: What would you do when the guest complains that the restaurant i
2、s too noisy? A: I will apologize and say “let me see if we can find a table on the other side of the restaurant, it is a bit quiet there.” 3. Q: How do you offer to take order for the guests in the evening?A: Good evening. May I take your order now? / Are you ready to order now?4. Q: How do you ask
3、the guest to check his bill?A: Heres your bill. Please check it. The fruit combination is on the house. 5. Q: Ask the guest his preference for juice. A: What kind of fruit juice would you prefer? We have grape juice, kiwifruit juice and orange juice. 6. Q: Ask the guests choice of wine. A: Would you
4、 like a bottle of red wine to go with your Sirloin Steak? 7. Q: What will you say when serving the guests their dessert? A: Here is your dessert. Please enjoy. 8. Q: Ask the guest how he would like his steak prepared. A: How would you like your steak done? Rare, Medium or Well-done? 9. Q: What is th
5、e duty of a Food and Beverage Manager? A: A Food and Beverage Manager is in charge and directs the work of the Department. 10. Q: Tell the guests the general sequence of a Chinese dinner. A: Chinese dinner usually starts with cold dishes and ends with a soup. 11. Q: What do you recommend if the gues
6、t orders a fresh white water fish? A: May I suggest steaming the fish to retain its freshness? 12. Q: How do you ask about the guests preference for buffet or a la carte service? A: How would you like your dinner served? A buffet or an a la carte service? 13. Q: How do you ask about the guests prefe
7、rence for salad? A: What kind of salad would you prefer? We have Ham Salad, Prawn Salad, and Fresh Vegetable Salad.14. Q: How do you respond to a guests compliments to your service? A: Thank you for your compliments. Its our greatest pleasure to be of service.15. Q: How do you ask the guest where he
8、 or she would like to sit?A: Which table do you prefer, by the window or near the door? 16. Q: Ask the guest what vegetable hed like to have with his chicken. A: What vegetable would you like to go with your Roast Chicken? 17. Q: What do you say in seeing off the guests? A: Im glad you enjoyed. Than
9、k you for coming! See you next time. 18. Q: Tell the guest what exactly is the dish of “Spaghetti with Lamb”. A: “Spaghetti with Lamb” is actually lamb cooked with herbs and served with spaghetti. 19. Q: As a hostess, whats the first thing you need to find out when the guest arrives? A: I have to fi
10、nd out whether the guest has a reservation or not. 20. Q: What will a bartender tell the guests about Margarita? A: A Margarita is a popular cocktail made by mixing one part of tequila and three parts of dry wine and lemon. 21. Q: What would you say if the guest wants to know the business hours of y
11、our restaurant? A: We provide restaurant service from 6:30 a.m. to 10:00 p.m. every day. 22. Q: What would you say when you are recommending something to the guest? A：May I recommend this one, madam? / May I suggest you try this one, sir? / Would you like to take a look at this, Miss? 23.Q: What wou
12、ld you say to the guest when you are recommending your house specialty？ A: Would you like to try our house specialty? Its very popular among our guests. 24. Q: How do you respond to a guests complaint about the dish being too salty? A: I will apologize and say: “Let me organize another dish for you”
13、. 25. Q: What would you ask when the guest orders whisky? A: I will ask “Do you want it straight up or on the rocks?” 26. Q: What would you ask if the guest wants to settle his bill? A: How would you like to pay? In cash, by credit card, or room charge? 27. Q: How do you make sure of the number of p
14、eople in the dinner party? A：How many people are there in your party? 28. Q: How do you ask the guests who is paying for the dinner? A: Do you want separated bills or just one single bill? / May I know who is paying, please? 29. Q: How do you ask the guests to take their seats? A: Would you please t
15、ake your seats? 30. Q: If the guest complains that the soup is cold, what should you do? A: I will apologize to the guest and promise to return the soup to the chef immediately and get a fresh hot bowl of soup for the guest. 二、客房服务部分情景应答及答题要点：1.Q: You come to make up room for a guest, but he tells y
16、ou that he prefers it later because he is busy doing some paper work, what will you say? A：I will say: Thats all right. I will come back later. What time would it be convenient for you, sir? 2. Q: What should you say when you give the registration form to the guest as a receptionist?A: Sir, here is
17、your registration form, please check your information,if everything is right, please sign your name here.3. Q: If the guest comes to you and says he cant open the door with the key to his room, what will you do?A: I will go and have a check with him, and help to have his key changed if necessary.4.
18、Q: Whats the information you give when youre introducing a guestroom to the guest？A: I will introduce the equipment, the services provided, special facilities and the view the guest may get from the room.5. Q: If the guest says he would like to sleep late the next morning, what will you suggest?A: P
19、lease press the “Do Not Disturb” (DND) button before you go to bed, and you wont be disturbed the next morning.6. Q: What will the attendant say to help if a guest asks to have a stain on his clothes removed?A: Sure. We will try our best to remove the stain but we cannot guarantee the result.7. Q: W
20、hat will you say if there is no room available for the guest who is calling to make a reservation?A: Im sorry, but we are fully booked. Shall I put you on the waiting list? We will contact you if there is a cancellation.8. Q: How do you respond to an unexpected request from the guest?A: Im not sure,
21、 but well see what we can do for you. / I cant guarantee, but lets see what we can do.9. Q: How do you ask the guest how he likes his steak cooked?A:How would you like your steak cooked? Rare,Medium Rare,Medium,Medium Well,or Well Done?10. Q: Tell the guest how to ask for Room Service by telephone.A
22、: You can dial 515 to ask for Room Service. Room Service is available round the clock.11.Q: The guest would prefer the turn down service for him after 9:00 pm when youll be off duty. How do you respond?A: Dont worry, sir. I will make sure to let the night staff know, and hell do the turn down servic
23、e for you after 9:00 pm. 12.Q: The guest orders Room Service, and now you are delivering his breakfast to the room. What do you say after knocking on the door?A: This is Room Service. Ive brought you your breakfast.13.Q: Phone the guest and tell him that youve found the cell phone he lost the other
24、day.A: This is Lost and Found. We have found your cell phone.14.Q: Apologize to the guest for the delay of his baggage delivery.A: Im sorry for the delay. But the bellman is delivering your baggage up to your room now.15.Q: A visitor comes to meet Mr. Smith in Room 2501, but he is not in the room no
25、w, what do you say to the visitor? .A: Im afraid Mr. Smith is not in the room now. Would you like to leave a message?16.Q: How do you respond if a guest complains that one of the pillows in his room smells funny? A: Im sorry, sir. I will have a new pillow sent to your room right away.17.Q: How do yo
26、u check with the guest when sending up his luggage? .A: Here we are, Room 1208. Youve got three pieces of luggage in all. Is that right, sir? 18.Q: How do you ask the guest to make sure if there is something identical attached to his luggage? A: Is there a tag or anything identical attached to your
27、luggage, sir?19.Q: Tell the guest where to leave his laundry. .A: Just leave your laundry in the laundry bag behind the bathroom door. The attendant will come and collect the laundry.20.Q: Tell the guests to contact you when they have requests. .A: If you have any requests, please feel free to let u
28、s know, we are always at your service.21.Q: One guest looks worried, show your concern and offer your help. .A: Good afternoon, you look worried. What has happened? How can I help you? / Can I be of assistance?22.Q: The guest tells you that hes just had a shower, and the bathroom is quite a mess. A:
29、 Dont worry sir. I will tidy up your bathroom right away.23.Q: How do you greet the checking-in guests at the Front Desk? A: Good morning. Welcome to the Hotel. Do you have a reservation?24.Q: How do you ask for guests personal information politely?A: Excuse me. May I have your name, address and you
30、r telephone number?25.Q: Inform the guest that you are able to accept his booking.A: We are glad to tell you that we are able to accept your booking.26.Q: Youve helped the guest check in at the Front Desk. And now tell him to follow the bell boy to his room.A: If you are ready, the bell boy will sho
31、w you up to your room.27.Q: How do you inform the guest of the arrival of his visitor?A: A certain Mr. Zhang wants to see you, sir. He is now waiting in the lobby.28.Q: How do you ask the speaker to slow down?A: Excuse me, but would you please slow down a little? / Excuse me, madam, but would you mi
32、nd slowing down a bit?29.Q: How do you check if the visitor of a guest, named Williams, has an appointment?A: Did Mr. Williams know that you were coming? / Is Mr. Williams expecting you? / Do you have an appointment with Mr. Williams?30. Q: When the guest wants to book a standard room in your hotel, but you dont know whether you have a room or not, what should you say as a reservation assistant?A: Sir, please wait a minute, Ill check if we have a room available for you.8