《酒店情景英语》期末考试试卷附答案
酒店英语考试试卷A卷(答案)
期末考试《酒店英语》（A 卷）参考答案及评分标准题号一二三四五六总分得分一、选择题（下列各题的备选答案中只有一个选项是正确的，请将正确答案填在答题框内。
每题1分，共10分）得分评卷人题号12345678910答案 D D D A D C B CCC1.Tourism contributes to both ______ of the world's cultural heritage. A. knowledgeB. preservationC. developmentD.B and C2.Resources are a fundamental _______ in the development of tourism. parisonpositionplimentponent3. The Yangtze River is nearly 6300 kilometers in_______ .A. wideB. longC. widthD. length 4.The most important factors for the travel agents to succeed are ______. A.good management and good service B.good officesputer reservations systemsD.fare quotations and ticketing skills5. _______ the temperature, _______ water turns into steam. A. The high, the fastB. Higher, fasterC. The more higher, the fasterD. The higher, the faster6.As China's economy shifts to a more market system, the domestic travel industry will face increasing _____ in a more highly competitive environment.A.changesB.chargesC.challengesD.chances7. Our company is _______ of other makers of spare parts for the airplane.A. in advanceB. aheadC. abreactD. in front8. People on vacation often go to_______ to rest or play or to meet other people.A. major citiesB. airportsC. resortsD. ground transportation9. A hotel's_______comes f rom payments made for the use of its rooms and other facilities.A reservationsB. fileC. incomeD. responsibility10. Local people usually see tourism as ______. A.an opportunity to make a profit B.an opportunity to create jobs C.a cultural and employment factorD.a wealth factor in the economy of their jurisdictions 二、判断题（下列说法正确的请用“T ”表示，错误的请用“F ”表示，请将正确答案填在答题框。
《酒店情境英语》M4U3Laundry Service
Hotel English
C. Do you know these useful expressions?
1. Good morning. I’m here to collect your laundry. 早上好。我来收取您要洗的衣物。 2. Do you have any laundry? 您有衣物要洗吗？ 3. Would you please fill in the laundry list? 麻烦您填写下洗衣单好吗？ 4. Do you have any special request? 您有什么特殊要求吗？ 5. We could offer many kinds of services, such as washing, drycleaning, ironing and mending. 我们提供各种服务比如水洗、干洗、熨烫和缝补。 6. Would you like a next-day service or an express service? 您是要第二天取服务还是快洗服务？ 7. The indemnity should not exceed ten times the laundry charge. 赔偿不超过洗衣费的十倍。 8. We charge 50% more for express. 对于快洗我们加收50%。
Hotel English
Dialogue 2:
• Listen and answer questions: 1.What does the guest have for laundry? 2.Which items does she need tomorrow morning? 3.How long does express service take? 4.When can she get her other laundry back?
酒店管理英语期末考试题及答案
酒店管理英语期末考试题及答案# 酒店管理英语期末考试题及答案一、选择题（每题1分，共10分）1. What is the term for the process of booking a room in a hotel?A. Check-inB. Check-outC. ReservationD. RegistrationAnswer: C2. Which department in a hotel is responsible for maintaining cleanliness and orderliness of the rooms?A. Front DeskB. HousekeepingC. Food and BeverageD. SecurityAnswer: B3. What does the acronym "F&B" stand for in the context of hotel management?A. Front and BackB. Food and BeverageC. Facilities and BuildingD. Finance and BankingAnswer: B4. In hotel management, what does "ADR" refer to?A. Average Daily RateB. Average Dining RoomC. Additional Dining RoomD. Annual Discount RateAnswer: A5. What is the primary function of a hotel's concierge service?A. Room cleaningB. SecurityC. Providing information and assistance to guestsD. Food serviceAnswer: C6. The term "upselling" in hotel management refers to:A. Selling items at a higher price than usualB. Selling items at a lower price to increase salesC. Selling additional services to guestsD. Selling items without any negotiationAnswer: C7. What is the first step in the process of a guest checking into a hotel?A. Paying the billB. Receiving the room keyC. Presenting identificationD. Entering the hotel lobbyAnswer: D8. Which of the following is NOT a common amenity provided by hotels?A. TelevisionB. MinibarC. Personal chefD. Wi-FiAnswer: C9. What is the term used to describe the percentage of available rooms that are occupied by guests?A. Occupancy RateB. Turnover RateC. Revenue Per Available RoomD. Average Length of StayAnswer: A10. The acronym "GDS" in hotel management stands for:A. Global Distribution SystemB. Guest Data SystemC. General Departmental ServicesD. Guest Driven SolutionsAnswer: A二、填空题（每题1分，共10分）1. The front desk is often the first point of contact for guests, and it is responsible for ________ and ________.Answer: check-in; check-out2. A hotel's ________ is a key performance indicator that measures the average revenue generated per available room. Answer: RevPAR3. The ________ department in a hotel is responsible for the preparation and service of food and beverages.Answer: Food and Beverage4. In hotel management, ________ is the process of maintaining the cleanliness and appearance of guest rooms. Answer: Housekeeping5. A ________ is a person who assists guests with their travel plans, reservations, and other requests.Answer: Concierge6. The ________ rate is the average rate charged for rentinga hotel room per night.Answer: Average Daily Rate (ADR)7. The ________ is the percentage of rooms in a hotel that are occupied by guests.Answer: Occupancy8. A ________ is a document that outlines the terms and conditions of a guest's stay at a hotel.Answer: Contract9. The ________ is the process of ensuring that a hotel's rooms are prepared for new guests after a check-out.Answer: Turnover10. A ________ is a person who manages the overall operations of a hotel.Answer: Hotel Manager三、简答题（每题5分，共20分）1. Explain the importance of customer service in hotel management.Answer: Customer service is crucial in hotel management as it directly impacts guest satisfaction and loyalty. Excellent customer service can lead to positive reviews and word-of-mouth referrals, which are vital for attracting new guests and maintaining a good reputation. It also contributes to repeat business, as satisfied guests are more likely to return.2. Describe the role of a hotel's marketing department.Answer: The marketing department in a hotel is responsible for promoting the hotel's brand and services to potential guests. This includes creating marketing campaigns, managingthe hotel's online presence, coordinating events, and working with travel agents and tour operators. They also analyze market trends to identify opportunities for growth and。
酒店情景英语考试试卷
酒店情景英语考试试卷一、词汇与短语（每题2分，共20分）1. 将下列单词与对应的中文释义连线。
- reservation A. 登记入住。
- check - in B. 预订。
- concierge C. 礼宾员。
2. 写出下列短语的英文表达。
- 客房服务：________________- 酒店大堂：________________- 退房时间：________________二、单项选择题（每题3分，共30分）1. When a guest arrives at the hotel, the first thing the front desk clerk usually says is:A. "How are you today?"B. "Welcome to our hotel. May I have your reservation name, please?"C. "What do you want?"2. If a guest wants to extend his stay, he can say:A. "I want to leave early."B. "I would like to stay for a few more days."C. "I don't like this room."3. The concierge is mainly responsible for:A. Cleaning the rooms.B. Helping guests with various requests such as getting tickets or making restaurant reservations.C. Cooking in the hotel restaurant.4. A guest calls the front desk and says, "I'm locked out of my room." The front desk clerk should reply:A. "It's your own fault."B. "Don't worry. We'll send someone to help you right away."C. "You should be more careful."5. When the housekeeping staff enters a guest's room for cleaning, they should first:A. Start cleaning immediately.B. Knock on the door and announce themselves.C. Open the door without any notice.6. Which of the following is a common way to ask for a wake - up call?A. "Can you give me a call in the morning?"B. "I need a wake - up call at 7:00 am, please."C. "Call me when you are free."7. If a guest complains about the noise in his room, the front desk clerk should:A. Ignore the complaint.B. Apologize and offer to change the room if possible.C. Blame the guest for being too sensitive.8. "Do you have any available rooms for tonight?" The clerk can answer:A. "Yes, we have some single rooms and double rooms available."B. "No, we are full. Go away."C. "I don't know."9. When checking out, the guest may be asked:A. "Did you enjoy your stay?"B. "Can you pay for the damages you made?"C. Both A and B.10. The phrase "room service" refers to:A. The service provided by the hotel to clean the rooms.B. The service that allows guests to order food and drinks to be delivered to their rooms.C. The service for guests to check in and out of their rooms.三、情景对话补全（每题5分，共25分）1. Guest: Good morning. I have a reservation under the name of John Smith.Clerk: ____________________________________________________Guest: Yes, for three nights.Clerk: Thank you, Mr. Smith. Here is your key card. Your room is on the 5th floor.2. Guest: I'm sorry, but I can't find the restaurant in the hotel.Clerk: ____________________________________________________Guest: Thank you very much.3. Guest: I would like to check out.Clerk: Certainly, sir. ______________________________________Guest: Here you are. (hands over the key)Clerk: Thank you. Let me check your bill.4. Guest: I'm having a problem with the TV in my room. It doesn't work.Clerk: ____________________________________________________Guest: Thank you. I'll wait for the technician.5. Guest: Can I get a late checkout?Clerk: ____________________________________________________Guest: That's great. Thank you.四、翻译题（每题3分，共15分）1. 将下列句子翻译成英语。
酒店情景英语第三版答案下册
酒店情景英语第三版答案下册1、This year our school is _____ than it was last year. [单选题] *A. much more beautiful(正确答案)B. much beautifulC. the most beautifulD. beautiful2、It was _____ that the policy of reform and opening up came into being in China. [单选题] *A. in the 1970s(正确答案)B. in 1970sC. in the 1970s'D. in 1970's3、Sometimes Americans are said to be _____. [单选题] *A superficially friendB superficial friendC. superficial friendlyD. superficially friendly(正确答案)4、--Do you often go to the cinema _______ Sunday?--No, we _______. [单选题] *A. on; don’t(正确答案)B. on; aren’tC. in; doD. in; don’t5、If you had told me earlier, I _____ to meet you at the hotel. [单选题] *A. had comeB. will have comeC. would comeD. would have come(正确答案)6、He was proud of what he had done. [单选题] *A. 对…感到自豪(正确答案)B. 对…感到满足C. 对…表示不满D. 对…表示后悔7、The Internet is an important means of（）[单选题] *A. conversationB. communication(正确答案)C. speechD. language8、This girl is my best friend, Wang Hui. ______ English name is Jane.（）[单选题] *A. HeB. HisC. SheD. Her(正确答案)9、The family will have _______ good time in Shanghai Disneyland. [单选题] *A. theB. a(正确答案)C. anD. /10、She passed me in the street, but took no（）of me. [单选题] *Attention (正确答案)B. watchC. careD. notice11、84．There is a big tree? ? ? ? ? ? ? ?the house and the river. [单选题] *A．between(正确答案)B．inC．overD．of12、Bob is young, _______ he knows a lot. [单选题] *A. becauseB. soC. but(正确答案)D. unless13、—Excuse me, how long does it ______ to walk to the library? —About 15 minutes, I’m afraid.（）[单选题] *A. take(正确答案)B. spendC. costD. pay14、This seat is vacant and you can take it. [单选题] *A. 干净的B. 没人的(正确答案)C. 舒适的D. 前排的15、—______?—He can do kung fu.（）[单选题] *A. What does Eric likeB. Can Eric do kung fuC. What can Eric do(正确答案)D. Does Eric like kung fu16、—______is my notebook？—Look! It’s in your schoolbag.（）[单选题] *A. WhatB. WhichC. Where(正确答案)D. How17、He usually ________ at 6:30 a.m. [单选题] *A. gets toB. gets up(正确答案)C. gets overD. gets in18、This pair of shoes only _______ me 10 yuan. [单选题] *A. spentB. tookC. paidD. cost(正确答案)19、As for the quality of this model of color TV sets, the ones made in Chine are by no means _____ those imported. [单选题] *A inferior thanB less inferior toC less inferior thanD. inferior to(正确答案)20、I’m so tired after _______ walk. [单选题] *A. three hour’sB. three hours’(正确答案)C. three hoursD. three hour21、I paid twenty yuan _______ the book. [单选题] *A. offB. backC. for(正确答案)D. with22、He didn't allow _____ in his room. Actually he didn't allow his family _____ at all. [单选题] *A. to smoke; to smokeB. smoking; to smoke(正确答案)C. to smoke; smokingD. smoking; smoking23、59．—Can I talk to the manager?—Please wait ________ minute. [单选题] *A．anB．a(正确答案)C．theD．/24、John Smith is _______ of the three young men. [单选题] *A. strongB. strongerC. the strongerD. the strongest(正确答案)25、The huntsman caught only a（）of the deer before it ran into the woods. [单选题] *A. gazeB. glareC. glimpse(正确答案)D. stare26、I passed the test, I _____ it without your help. [单选题] *A.would not passB. wouldn't have passed(正确答案)C. didn't passD.had not passed27、I always get ______ grades than he does, so maybe I should help him more.（）[单选题] *A. bestB. better(正确答案)C. goodD. well28、When you have trouble, you can _______ the police. They will help you. [单选题] *A. turn offB. turn to(正确答案)C. turn onD. turn over29、66．—How much meat do you want?—________．[单选题] *A．Sorry, there isn't anyB．I can't give you anyC．Half a kilo, please(正确答案)D．Twelve yuan a kilo30、It was difficult to guess what her_____to the news would be. [单选题] *A.impressionmentC.reaction(正确答案)D.opinion。
酒店英语考试试题及答案
酒店英语考试试题及答案一、听力理解（共20题，每题1分，共20分）1. What is the man's phone number?2. What does the woman want to order?3. Where is the conference room located?4. When does the restaurant open for dinner?5. How long will the hotel hold the reserved room for the guest?6. What is the discount rate for hotel guests at the spa?7. What is the weather like today?8. What time does the airport shuttle leave?9. What is the man's complaint about the room?10. What is the woman's suggestion for the tour?二、单项选择（共20题，每题1分，共20分）11. A: Excuse me, could you please help me with my luggage?B: ______.A. You're welcome!B. No problem!C. I don't think so.12. The hotel offers ______ breakfast every morning for the guests.A. freeB. costlyC. limited13. The receptionist asked the guest ______.A. how long would she stayB. how long she was stayingC. how long she will stay14. A: Could you recommend a good restaurant nearby?B: ______. There are many options within walking distance.A. Sorry, I can't.B. Of course, I can.C. No, I can't.15. The fitness center is located ______ the swimming pool on the third floor.A. aboveB. belowC. beside16. A: Can I borrow a hairdryer?B: I'm sorry, all our hairdryers ______ at the moment.A. are repairingB. are being repairedC. are repaired17. The hotel provides ______ service for guests who need assistance with their luggage.A. conciergeB. housekeepingC. valet18. A: Is the hotel pet-friendly?B: Yes, ______. We allow small pets with an additional fee.A. it isB. they areC. we do19. The hotel offers a ______ of recreational activities, such as tennis and swimming.A. rangeB. choiceC. selection20. A: Excuse me, is there a 24-hour room service in this hotel?B: Yes, the room service is available ______ the clock for your convenience.A. aroundB. acrossC. throughout三、完型填空（共10题，每题1分，共10分）(A)Dear Mr. Smith,I am writing to express my 21 for the wonderful experience I had during my recent stay at your hotel. The excellent 22, comfortable accommodations, and impeccable 23 made my visit truly enjoyable.Firstly, I would like to commend the 24 staff for their exceptional service. They were always attentive and willing to assist with any 25 or concerns I had. Their friendly and professional attitude 26 me feel welcome throughout my stay.Moreover, the room I stayed in was spacious, clean, and well-appointed. The 27 bed ensured a restful sleep, and the modern amenities provided added convenience. I appreciated the attention to detail in maintaining cleanliness and comfort.Lastly, the hotel's dining options exceeded my expectations. The diverse menu offered a wide 28 of dishes, and the food was delicious. The restaurant staff was attentive and provided excellent recommendations.Overall, I am highly impressed with the quality of service and facilities at your hotel. I would not hesitate to 29 it to friends and colleagues who plan to visit the area. Thank you once again for a memorable stay.Yours sincerely,[Your Name]21. A. gratitude B. complaint C. disappointment22. A. ambiance B. accommodations C. amenities23. A. atmosphere B. attitude C. service24. A. reception B. cleaning C. restaurant25. A. questions B. reservations C. complaints26. A. made B. had C. gave27. A. comfortable B. queen-sized C. luxury28. A. assortment B. variety C. range29. A. promote B. recommend C. visit四、阅读理解（共10题，每题2分，共20分）(A)Welcome to Sunlight Resort & Spa!Experience luxury and relaxation at our five-star resort located in the heart of a tropical paradise. With stunning ocean views, world-class dining,and a wide range of amenities, your stay at Sunlight Resort & Spa will be unforgettable.Accommodations:Choose from our spacious and elegantly designed rooms, each equipped with modern amenities such as flat-screen TVs, mini-fridges, and complimentary Wi-Fi. Each room features a private balcony or terrace, providing breathtaking views of the ocean or our lush gardens.Dining:Indulge your taste buds at our on-site restaurants, offering a diverse range of culinary delights. From fresh seafood to international cuisine, there is something to satisfy every palate. Don't forget to try our signature cocktails at the poolside bar!Activities:Take advantage of our world-class facilities and activities during your stay. Unwind at our luxurious spa, enjoy a workout at the fitness center, or relax by our infinity pool. For the more adventurous, we offer snorkeling, kayaking, and guided hiking tours.Events & Conferences:Our resort is also an ideal venue for weddings, conferences, and other events. With state-of-the-art meeting rooms and an experienced event planning team, we ensure that your event is a success.Book your stay today and experience the ultimate in luxury and relaxation. We look forward to welcoming you to Sunlight Resort & Spa!30. What amenities are provided in the resort's rooms?31. What can guests enjoy at the poolside?32. What outdoor activities are available at the resort?33. What special services does the resort offer for events and conferences?34. What is the purpose of the passage?五、写作（共1题，共30分）请你以“我的理想酒店”为题，写一篇80~100词的短文。
酒店英语期末考试试卷
A 、WouldB 、MustC 、May 2. I would like to ________ a room, please. A . order B 、book C 、see 3. It 's very kind ___________ you to help me. A . of B 、toC 、byD 、4. What' s the ________ for a double room?A. rightB. rate C 、money D 、for D 、Am D 、look for试卷代码:南京城市职业学院2015-2016学年度第二学期酒店管理专业 酒店英语期末考试试题1、Good morning.________ I help you? A. with B. of C 、by D 、for6. ______________________________ Excuse me, sir. You n eed to the form.A. fill inB. fill on C 、fill of D 、fill for7. ______________________________ We are look ing forward to you. A. see B. saw C 、seeing D 、sees8.1'm afraid we are fully booked ___ the 5th. A. with B. ofC 、byD 、for 9. Do you want to pay ___ cash or _____ credit card.A. in inB. by by C 、by in D 、in by10. The porter will show you ____ your room. A. with B. to C 、by D 、for 11. My flight will leave _ 6 pm today.A. withB. on C 、atD 、for12. The hotel is full and there is some one __ your room.A. takeB. To take C 、takes D 、taking班级： __________________ 学号： ________________ 姓名： ______________2016年6月单选题（每题 1分，共20分）13. Let me ______ y ou with your luggage.1分，共10分）G: Good eve nin g, I have a reservati on un der the n ame of Mr. Tomli nson. R: Ok .I've found it. Checking out on the 27th? G: That's right.R: Can I take a credit card for the deposit?G: Yes, sure. Also, 1 d like a non-smok ing room please.R: Certainly madam. Here s your key. Your room is on the 7th floor and on the left. Room 781. Check-out time is at 12:00 noon. By the way, you are from America, 1 m right?A: Good morning . What can I do for you, sir ?D 、to helpA. helpB. helping C 、helps 14. _____________ May I t he curta in? A. draw B. Turn on C 、turn off D 、make up 15. _____ t he way, how long will it take to clean the room? A. With B. On C 、By D 、For 16.________________ Ca n you the air con diti oning? A. draw B. Turn on C 、turn off17.________________________________ Do you want these shirts to be __________________________ ?A. starchB. starches C 、starched 18. ____________________ L et me help you your luggage?A. byB. with C 、on D 、of 19」hope you will ______ a morning call at 7:00. A. arrange B. arrangesC 、arranged20」'll ask a porter to_____ your luggage. D 、make up D 、starchi ng D 、makingC 、take care offD 、look 、根据对话填写入住单（每题G: You are right. And 1 ll stay in your hotel for 4ni ghts. 、根据情境完成对话.（每题2分，共40分）B： Yes, （我想预定一间房间。
酒店英语的期末试题及答案
酒店英语的期末试题及答案一、选择题（共25题，每题2分，共50分）1. What does the acronym "OTA" stand for in the hotel industry?A. Online Travel AgencyB. Original Travel AgreementC. Outstanding Tourism AssociationD. Onsite Training Academy答案：A2. Which of the following is NOT a typical duty of a concierge in a hotel?A. Assisting guests with travel arrangementsB. Handling luggage for guestsC. Managing hotel reservationsD. Preparing meals for guests答案：D3. What does the term "turn-down service" mean in the hotel industry?A. Introducing new guests to the hotel facilitiesB. Handling complaints and resolving issues for guestsC. Cleaning and tidying up the guest room in the eveningD. Providing additional services such as spa treatments答案：C4. Which department is responsible for handling guest check-ins and check-outs?A. HousekeepingB. Front OfficeC. Food and BeverageD. Engineering答案：B5. What does the acronym "RevPAR" stand for in the hotel industry?A. Revenue Per Available RoomB. Room Value Assessment ReportC. Reservation and Payment SystemD. Repairs and Maintenance答案：A二、填空题（共10题，每题3分，共30分）1. The process of preparing and setting up the guest rooms for new arrivals is called ________.答案：rooming2. The act of reserving a hotel room in advance is known as ________.答案：booking3. A person who travels for pleasure or leisure is called a ________.答案：tourist4. The department responsible for providing food and beverages to the guests is the ________ department.答案：Food and Beverage5. The document given to guests at check-in, containing important information about the hotel and its services, is called a ________.答案：welcome letter三、简答题（共5题，每题10分，共50分）1. Describe the typical responsibilities of a hotel front desk agent.答案：A hotel front desk agent is responsible for greeting and assisting guests during check-in and check-out, answering phone calls and inquiries, making and modifying reservations, providing information about hotel facilities and services, handling guest complaints and resolving issues, and ensuring a smooth and efficient operation of the front desk.2. Explain the concept of "yield management" in the hotel industry.答案：Yield management refers to the practice of optimizing revenue and maximizing room occupancy by adjusting room rates based on demand and availability. Hotels use various strategies to effectively manage roomrates, such as offering discounted rates during low-demand periods and increasing rates during high-demand periods. The goal is to achieve the highest possible revenue from each available room.3. What are some key differences between a full-service hotel and a limited-service hotel?答案：A full-service hotel offers a wide range of amenities and services, including multiple restaurants, room service, a fitness center, spa facilities, concierge services, and meeting/event spaces. It provides a more luxurious and comprehensive guest experience. In contrast, a limited-service hotel typically offers fewer amenities and services. It may have a basic restaurant or breakfast area, but generally does not offer room service or extensive on-site facilities. Limited-service hotels are often more budget-friendly and cater to guests seeking simple accommodations.4. What is the purpose of a hotel "night audit"?答案：The night audit is a process that reconciles the hotel's daily financial transactions and prepares the necessary reports for management and accounting purposes. It typically takes place during the late evening or early morning when guest activities are minimal. The night audit ensures the accuracy of guest charges, verifies room revenue, accounts for cash and credit card transactions, and generates reports on occupancy rates, revenue, and other financial data.5. Discuss the significance of effective communication in the hotel industry.答案：Effective communication is essential in the hotel industry as it plays a crucial role in delivering quality service and ensuring guest satisfaction. Clear and concise communication is necessary between hotel staff members to coordinate tasks, address guest requests, and resolve issues promptly. It is also vital for effective communication between hotel staff and guests, allowing for accurate understanding of guest needs and expectations. Good communication skills contribute to a positive guest experience, efficient operations, and a cohesive work environment.四、案例题（共2题，每题20分，共40分）Case 1:Imagine you are a hotel manager and a guest has approached you with a complaint about the air conditioning in their room not working properly. How would you handle the situation? Provide a step-by-step approach, including communication with the guest and appropriate actions to resolve the issue.答案：1. Listen attentively to the guest's complaint and show empathy towards their inconvenience.2. Apologize genuinely for the inconvenience caused and assure the guest that their concern will be addressed promptly.3. Communicate with the engineering department to investigate and resolve the issue with the air conditioning.4. Offer immediate alternatives, such as relocating the guest to another room with working air conditioning or providing a temporary fan to alleviate the discomfort.5. Follow up with the guest to ensure that the issue has been resolved to their satisfaction.6. Take note of the complaint and discuss it with the engineering department to prevent similar issues in the future.Case 2:As a hotel front desk agent, you receive a call from a guest who wants to extend their stay for two additional nights but mentions that they found a lower rate online. How would you handle this situation and ensure guest satisfaction?答案：1. Thank the guest for their interest in extending their stay and inquire about the lower rate they found online.2. Politely acknowledge the lower rate they have seen and express your willingness to match or beat that rate.3. Check the hotel's rate flexibility and determine if it is possible to offera lower rate without breaching any policies or agreements.4. If it is within your authority, offer the guest a discounted rate that is equal to or better than the rate they found online.5. If you do not have the authority to adjust rates, promptly escalate the issue to a supervisor or revenue manager who can make a decision.6. Throughout the conversation, demonstrate excellent customer service, actively listen to the guest's needs, and ensure they feel valued and appreciated for choosing the hotel.总结：酒店英语的期末试题及答案提供了一系列与酒店业相关的选择题、填空题、简答题和案例题，探讨了酒店行业的基本概念、职责、管理和沟通等方面知识。
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《酒店情景英语》期末考试试卷附答案
一、单选（每小题5分，共70分）
1.The word “reservation” equals to
A.Service
B. Book
C. Investment
D. Settle the bill
2.“double room” is
A.单人间
B. 标准间（配两张单人床）
C. 双人间（配一张双人床）
D. 三
人间
3.ID card is
A.登记卡
B. 房卡
C. 信用卡
D.身份证
4.“walk-in guest” means
A.没有提前预定房间的客人
B. 走着的客人
C. 走着进来的客人
D. 入住的
客人
5.The word “deposit” in our book refers to
A.存钱
B. 押金
C. 取钱
D. 维修
6.All the words below are used in Launder Services except
A.shrink
B. mend
C. beverage
D. stain
7.Sichuan cuisine is and contains chili.
A.sour
B. sweet
C. hot
D. salty
8.The word “cuisine” means
A.热辣的
B. 菜系
C. 苦干的
D. 大堂吧
9.The word “miscalculation “refers to
A.确认
B. 算账
C. 结账
D. 算错账
10.火腿
A.Sausage
B. ham
C. hot leg
D. pork leg
11.Where is the washroom?
A.前台在哪里？
B. 商店在哪里？
C. 可以为我叫出租车吗？
D. 洗手间在哪里？
12._____________in our check-in procedures since the new manager took over.
A.There are changes
B. Changes have been there
C. There have been changes
D. We have changes
13.What should the reservation clerk says first when he/she answers the phone?
A.Reservations, may I help you?
B. Welcome to our hotel.
C. please come to our hotel
D. Please enjoy your stay.
14.Which of the following is not the tableware that usually used in western food?
A.Chopsticks
B. knife and fork
C. dessert plate
D. napkin
二、连线题（每小题3分，共30分）
酒店情景英语参考答案：
二、连线题。