2014年广东省中等职业学校技能大赛酒店服务项目“客房中式铺床”赛项英语口试题
2014年广东省中等职业学校技能大赛酒店服务项目“中餐宴会摆台”专业知识口试参考题库
“中餐宴会摆台”专业知识口试参考题库一．客观题（一）填空题1．餐厅按经营方式分类可分为独立经营、连锁经营、特许经营。
2．餐厅服务基本技能包括托盘、餐巾折花、摆台、斟酒、上菜与分菜、餐厅结账及其他服务技能等。
3. 餐厅结账方式主要有现金结账、签单结账、信用卡结账、支票结账4. 斟酒的基本方法有两种：一种是托盘斟酒，一种是徒手斟酒。
5. 托盘操作按其所承载的重量分为轻托和重托两种。
6. 中餐宴会中斟酒的顺序是葡萄酒、烈性酒、啤酒或软饮料。
7. 中餐分菜方法主要有餐位分菜法、转台分菜法、旁桌分菜法和厨房分菜法四种。
8. 中餐宴会上菜位置严禁服务员从主人与主宾之间上菜，否则会被视为不礼貌的行为。
9. 中国菜可分为地方菜、少数民族菜、宫廷菜、官府菜、素菜。
10. 中餐厅是提供中式菜点、饮料和服务的餐厅，在设计装潢，布置上应突出中国民族风格和地方特色，在服务方式、上菜程序上反映中华名族的饮食文化传统。
11. 我国的四大菜系是指川菜、鲁菜、苏菜和粤菜。
12. 素菜主要由寺院素菜、市肆素菜、民间家常素菜三部分组成。
13. 官府菜主要包括孔府菜、谭家菜、随园菜和红楼菜。
14. 广东菜的构成是由广州菜、潮州菜和东江菜构成。
15. 目前我国面点可分为“京式”、“广式”、“苏式”三大流派。
16. 火候是菜肴成败的关键因素之一，要使菜肴达到嫩而不生、熟而不老、烂而不化的质量要求。
17. 宫保鸡丁是四川菜的代表菜。
18. 佛跳墙是福建菜的代表菜。
19. 龙井虾仁是浙江菜的代表菜。
20. 四川菜有“一菜一格、百菜百味”的声誉、名菜有回锅肉、麻婆豆腐。
21. 北京菜系由山东风味、民族风味、宫廷风味组成，名菜有北京烤鸭、酱爆鸡丁。
22. 服务员给客人斟倒礼貌茶应七八分满为宜。
23. 烟灰缸内有两个以上烟头或有其他杂物时马上撤换烟灰缸。
24. 餐厅服务人员在为顾客点菜时须要了解每道菜的烹调时间，才不致耽误客人时间及供应热度不够的菜肴。
3-2016全国职业院校技能大赛中职组酒店服务赛项客房中式铺床项目专业知识口试题库
2016全国职业院校技能大赛中职组酒店服务赛项客房中式铺床项目专业知识口试题库一、客观题（一）填空题1.根据客人的活动规律，饭店客房可分为五大功能区，即：睡眠休息区、起居活动区、书写整理区、贮物区和洗漱区。
2.以标准间为例，客房配备的设备有：家具、电器、卫生设备、安全设备四大类。
3.客房室内环境设计的基本原则是安全、健康和舒适。
4.客房的清洁卫生质量生化标准规定：茶水具毎平方厘米的细菌总数不得超过 5 个 ,脸盆、浴缸、拖鞋毎平方厘米的细菌总数不得超过500个。
5.客房室内照明设计的基本原则是：舒适性、艺术性、安全性。
6.客房房态缩略语OCC指住客房。
7.客房房态缩略语S/O指宾客外宿房。
8.客房房态缩略语DND表示请勿打扰房。
9.客房房态缩略语MUR指请即清扫房。
10.客房房态缩略语OOO指的是待修房（维修房、故障房）。
11.客房房态术语hotel use指的是饭店临时自用房。
12.客房部员工在接待服务中要做到一视同仁，六个一样：高、低一样；内、外一样；华、洋一样；东、西一样；黑、白一样；新、老一样。
13.例行的客房大清扫工作，一般应在客人不在客房时进行，以不打扰客人为准。
14.客房部一般下设六个分支机构：经理办公室、楼层、公共区域、客房服务中心、布件房和洗衣房。
15.客房商品生产的基本目标是：搞好清洁卫生、更换添补客房用品、维护保养。
16.夏天客房适宜温度为22摄氏度—24摄氏度，相对湿度为50%；冬天客房适宜温度为 20摄氏度—22摄氏度，相对湿度为40%。
17.为了使床垫各处受力相同，避免床垫有局部凹陷和磨损，延长使用寿命，应定期翻转调换床垫，一般每季度翻转一次。
18.员工的在职培训有日常培训、专题培训、交叉培训、下岗培训、脱产进修。
19.挂有“请勿打扰”牌的客房，一般在 14:00 前不要敲该房的门，但应记下房号及挂牌时间。
20.领取和补充小酒吧的酒水和食品时，要检查酒水的质量和保质期。
中职酒店服务技能大赛比赛规则和评分标准
附件：2客房服务（中式铺床）比赛规则和评分标准一、比赛内容：标准中式铺床二、比赛要求1.按客房中式铺床流程，根据组委会统一提供设备物品进行操作。
2、操作时间3分钟（提前完成不加分，每超过10秒扣2分，不足10秒按10秒计算，超过1分钟不予计分）。
3、选手必须佩带参赛证提前进入比赛场地，裁判员统一口令“开始准备”后进行准备，准备时间2分钟。
准备就绪后，举手示意。
4、选手在裁判员宣布“比赛开始”后开始操作。
5、所有操作结束后，选手立于工作台侧，举手示意“比赛完毕”。
6、比赛用床架不带床头板。
靠近裁判一头为床头，选手比赛过程中不允许绕床头操作。
7、操作过程中，选手不能跑动、跪床或手臂撑床，每违例一次扣2分。
8、其他（1）床单和被套叠法：正面朝里，沿长边对折两次，再沿宽边对折两次。
（2）选手操作位置不限。
（3）床架+床垫高度为45厘米。
三、比赛物品准备（由组委会统一提供）1、床架（1个）2、床垫（1个，2米×1.2米）3、工作台（1个）4、床单（1张，2.8米×2米）5、被套（1张，2.3米×1.8米，底部开口，系带方式）6、羽绒被（1床，重量约1.5千克/床）7、枕芯（2个，75厘米×45厘米）8、枕套（2个，开口方式为信封口）四、比赛评分标准餐厅服务（中餐宴会摆台）比赛规则和评分标准一、比赛内容：中餐宴会摆台（10人位）二、比赛要求：1、按中餐正式宴会摆台（10人位），根据组委会统一提供设备物品进行操作。
2、操作时间15分钟（提前完成不加分，每超过30秒，扣总分2分，不足30秒按30秒计算，以此类推；超时2分钟不予继续比赛，未操作完毕，不计分）。
3、选手必须佩带参赛证提前进入比赛场地，裁判员统一口令“开始准备”进行准备，准备时间3分钟。
准备就绪后，举手示意。
4、选手在裁判员宣布“比赛开始”后开始操作。
5、比赛开始时，选手站在主人位后侧。
比赛中所有操作必须按顺时针方向进行。
酒店服务赛项英语口试题库
酒店服务赛项英语口试题库一、中餐宴会摆台与服务部分情景应答及答题要点：1. Q: Ask the guests if they have a reservation with your restaurant.A: Good evening. Do you have a reservation?2. Q: How do you check upon the guest’s name of the reservation?A: Good evening. Under whose name was your reservation made?3. Q: The guests need a table for 4, and they would like to dine somewhere quiet.A: Very well. This way please. Here’s a window table for four overlooking the lake. It’s ver y nice and quiet here.4. Q: Can you explain the terms of breakfast both for adults and children in the hotel?A: Sure, we offer breakfast at the rate of 128 RMB for each adult, and it’s free of charge for children under 6.5. Q: If you want to confirm the reservation of the dinner, what can you say?A: I will say “Good evening, sir. I’d like to confirm your reservation.May I have your name, please?”6. Q: Inform the guest that the restaurant is fully booked this evening, and suggest thathe book a table the same time tomorrow evening.A: I’m sorry. We are fully booked this evening. How about tomorrow? We still have some nice tables available for tomorrow evening.7. Q: What would you do when the guest complains that the restaurant is too noisy?A: I will apology and say “let me see if we can find a table on the other side of the restaurant, it is a bit quiet there.”8. Q: Ask the guests their preference for food, Chinese, Western, Japanese or Korean.A:Which style of cuisine would you prefer? We serve Chinese, Western, Japanese and Korean food here.9. 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?10. Q: How do you ask the guest to check his bill?A: Here’s your bill. Please check it. The fruit combination is on the house.11. Q: Visit the table to check if your service is satisfactory. Inform the guest the lastcourse will be dessert?A: Is everything to your satisfaction? All the dishes have been served as the menu goes, except for the dessert to follow.12. Q: Ask the guest his preference for fruit juice.A: What kind of fruit juice would you prefer? We have grape juice, kiwifruit juice and orange juice.13. Q: Ask the guest’s choice of wine.A: Would you like a bottle of red wine to go with your Sirloin Steak?14. Q: What do you say when serving the guests their dessert?A: Here is your dessert. Please enjoy.15. Q: Ask the guest how he would like his steak prepared.A: How would you like your steak done? Rare, Medium or Well-done?16. Q: What is the duty of a Food and Beverage Manager?A: A Food and Beverage Manager is in charge and directs the work ofthe Department.17. Q: Tell the guests the general sequence of a Chinese dinner.A: Chinese dinner usually starts with cold dishes and ends with a soup.18. Q: What do you recommend if the guest orders a fresh white water fish?A: May I suggest steaming the fish to retain its freshness?19. Q: How do you ask about the guest’s prefere nce for buffet or a la carte service?A: How would you like your dinner served? A buffet or an a la carte service?20. Q: How do you ask about the guest’s preference for salad?A: What kind of salad would you prefer? We have Ham Salad, Prawn Salad, and Fresh Vegetable Salad.21. Q: How do you respond to a guest’s compliments to your service?A: Thank you for your compliments. It’s our greatest pleasure to be of service.22. Q: How do you ask the guest where he or she would like to sit?A: Which do you prefer, by the window or near the door?23. Q: Ask the guest what vegetable he’d like to have with his chicken.A: What vegetable would you like to go with your Roast Chicken?24. Q: What do you say in seeing off the guests?A: I’m glad you enjoyed. Thank you for coming! Good-bye.25. 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.26. Q: As a hostess, what’s the first thing you need to find out when the guest arrives?A: I have to find out whether the guest has a reservation or not.27. 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.28. Q: What would you say if the guest wants to know the business hours of yourrestaurant?A: We provide restaurant service from 6:30 a.m. to 10:00 p.m. every day.29. Q: What information do you give when introducing your restaurant to the guest?A: I would tell the guest about the style, the specialties, the popular dishes, the business hours of the restaurant.30. Q: What would you say when you want to recommend 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?31. Q: After you have finished taking order for the guests, what would you say?A: Thank you. Please wait a minute. We’ll be back with your order soon.32. Q: If the guest wants to try some dishes that are typical local specialty of Suzhou, buthe has no idea what to order, what would you recommend to him?A: I will recommend the Squirrel-shaped Mandarin Fish, the Quick-boiled White Shrimp, and the Stir-fried Shredded Eel with Hot Oil.33.Q: What would you say to the guest when you are recommending your housespecialty？A: Would you like to try our house specialty? It’s very popular amon g our guests. 34. Q: How do you respond to a guest’s complaint about the dish being too salty?A: I will apologize and say: “Let me organize another dish for you”.35. Q: If the guest tells you that his wife is a vegetarian, what would you say?A: We do serve delicious vegetarian food in our restaurant. Actually the Tofu dishes are very popular among the guests.36. Q: If a guest wonders whether he could smoke at the bar, what will you probably say?A: I will say “I’m sorry. But smoking is not allowed anywhere inside the bar.”37. Q: What would you ask when the guest orders whisky?A: I will ask “Do you want it straight up or on the rocks?”38. Q: What is the duty of an Executive Chef?A: An Executive Chef decides on the items on the menus, and coordinates the preparation of the food and beverage.39. Q: What will you do when the guest tells you that there’s a miscalculation in the bill?A: I will check with the guest carefully. If there is a mistake, I will apologize and then bring the bill back to the cashier’s desk to correct it.40. 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?41. Q: How do you make sure of the number of people in the dinner party?A：How many people are there in your party?42. 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?43. Q: How do you ask the guests to take their seats?A: Would you please take your seats?44. Q: What do you ask to see if the guest would like to have an aperitif before ordering?A: Would you like an aperitif before you order? / Do you care for a drink before you order?45. 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.46. Q: What question would you ask further when the guest orders coffee?A: Would you like your coffee black or white? / Would you like your coffee with cream or milk?47. Q: What are the five main kinds of restaurant services?A: There are mainly 5 kinds of restaurant services. They are gueridon service, silver service, plate service, buffet service and takeaway service.48. Q: What’s the standard of excellence for restaurant se rvice in a deluxe hotel?A: The restaurant service in a deluxe hotel is expected to be fast, polite, very professional and of top quality.49. Q: Tell the guests about the choices they have for main course.A: What would you like to have for main course? We have Sirloin Steak, Roast Lamb, Grilled Prawns and Scallops with Ginger Sauce.50. Q: Ask and see if the guests would like to have something for dessert.A: What would you like for dessert? / What shall I bring you for dessert?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 know whether you have a room or not, what should you say as a reservation assistant?A: Sir, please wait a minute, I’ll check if we have a room available for you.2.Q: You come to make up room for a guest, but he tells you that he prefers it laterbecause he is busy doing some paper work, what will you say?A：I will say: That’s all right. I will come back later. What time would it be convenient for you, sir?3.Q: What will you do if the guest says that she wants to use her hairdryer, but it’s 110volts?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.4.Q: What should you say when you give the registration form to the guest as areceptionist?A: Sir, here is your registration form, please check your information,if everything is right, please sign your name here.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?A: I will go and have a check with him, and help to have his key changed if necessary.6.Q: Try to introduce the different types and styles of rooms in the hotel to Mr. Bellowswho is making a reservation over the phone.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.7.Q: A guest tells you that he is attending an important conference, and wants to havehis suit dry-cleaned as soon as possible. What will you do to help?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.8.Q: What’s the information you give when you’re introducing a guestroom to theguest？A: I will introduce the equipment, the services provided, special facilities and the view the guest may get from the room.9.Q: When the guest wants to do the early departure,what should you ask as areceptionist?A: Sir, today is not your departure date. Would you want to leave earlier?10.Q: If the guest says he would like to sleep late the next morning, what will yousuggest?A: Please press the “Do Not Disturb” (DND) button before you go to bed, and you won’t be disturbed the next morning.11.Q: A guest wonders if the outdoor swimming pool of the hotel is a right place to cooloff and relax.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.12.Q: If the guest asks you to look after the baby for her, what will you say?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.13.Q: What will the attendant say to help if a guest asks to have a stain on his clothesremoved?A: Sure. We will try our best to remove the stain but we cannot guarantee the result.14.Q: What will you say if the guest complains the beef steak sent by Room Service israre, while he asked for well-done?A: I’m terribly sorry. I will inform the Food and Beverage Department; they’ll see to the matter and have another steak prepared to your appetite.15.Q: What will you say if there is no room available for the guest who is calling tomake a reservation?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.16.Q: How do you respond to an unexpected request from the guest?A: I’m not sure, but we’ll see what we can do for you. / I can’t guarantee, but let’s see what we can do.17.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?18.Q: Tell the guest how to ask for Room Service by telephone.A: You can dial 515 to ask for Room Service. Room Service is available round the clock.19.Q: Explain to the guest the hotel preference policy in making up rooms.A: We always make up the check-out rooms first, unless there is a request.20.Q: Explain to the guest the use of the Hotel Service Directory.A：By referring to the Hotel Service Directory on the writing desk, you’ll find detailed information about all the services we provide in the hotel.21.Q：What is not included in the room charge?A：Well,you will find a mini-bar in your e of it will be charged to your account.Also,the hotel provides room service,at an additional charge of course.22.Q: Tell the guests about the voltage difference between the USA and China; remindhim that the sockets in the bathroom are for 110 volts and 220 volts respectively.A: The voltage here is much higher than that in the USA. There’re two sockets in the bathroom, one is for 110 volts and the other 220 volts.23.Q: The guest would prefer the turndown service for him after 9:00 pm when you’ll beoff duty. How do you respond?A: Don’t worry, sir. I will make sure to let the night staff know, and he’ll do the turndown service for you after 9:00 pm.24.Q: Explain to the guest how to use the door knob menu to order and have hisbreakfast in the room.A：You may use the door knob menu to order Room Service. Just tick the items you’d like for breakfast, write down the time, and hang the door knob menu outside the door before you go to bed tonight25.Q: The guest orders Room Service, and now you are delivering his breakfast to theroom. What do you say after knocking on the door?A: This is Room Service. I’ve brought you your brea kfast.26.Q: Phone the guest and tell him that you’ve found the cell phone he lost the other day.A: This is Lost and Found. We have found your cell phone.27.Q: Apologize to the guest for the delay of his baggage delivery.A: I’m sorry for the delay. But the bellman is delivering your baggage up to your room now.28.Q: A visitor comes to meet Mr. Smith in Room 2501, but he is not in the room now,what do you say to the visitor? .A: I’m afraid Mr. Smith is not in the room now. Would you like to leave a message?29.Q: How do you respond if a guest complains that one of the pillows in his roomsmells funny?A: I’m sorry, sir. I will have a new pillow sent to your room right away.30.Q: How do you check with the guest when sending up his luggage? .A: Here we are, Room 1208. You’ve got three pieces of luggage in all. Is that right, sir?31.Q: How do you ask the guest to make sure if there is something identical attached tohis luggage?A: Is there a tag or anything identical attached to your luggage, sir?32.Q: The guest wants to know if he can make a direct dial international call from hisroom.A: Yes, sir. You can make a direct-dial international call from your room. Please dial 9 first, and then the country code, the area code and finally the telephone number.33.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.34.Q: Tell the guests to contact you when they have requests. .A: If you have any requests, please feel free to let us know, we are always at your service.35.Q: You’re sending back the laundry to Mr. Dave. Tell him a button on his shirt ismissing, and you’ve sewed on a new one for him. .A：Mr. Dave, here’s your laundry. By the way, o ne button was missing from your shirt, and we’ve sewed on a new one.36.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?37.Q: Apologize for the inconvenience caused to the guest, and assure him it will nothappen again. .A: I’m sorry for the inconvenience, sir. I assure you this won’t happen again.38.Q: The guest tells you that he’s just had a shower, and the bathroom is quite a mess.A: Don’t worry sir. I will tidy up your bathroom right away.39.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?40.Q: What are the items of information a receptionist should ask the guests to enterwhen filling out the registration form?A: The receptionist should make sure that such information items as the guest’s full name, address, nationality, forwarding address, visiting purpose and signature are all entered correctly and legibly.41.Q: How do you ask for guests’ personal information politely?A: Excuse me. May I have your name, address and your telephone number?42.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.43.Q: How to ask about the Room Rate for a double room?A: What is the price for a double room? / How much is a double room per night? 44.Q: You’ve helped the guest check in at the Front Desk. And now tell him to follow thebell boy to his room.A: If you are ready, the bell boy will show you up to your room.45.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.46.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 mind slowing down a bit?47.Q: Give two examples of making courteous parting remarks.A: Thank you for calling us, sir. / Thank you for choosing us for your service, sir. / Thank you for staying with us, sir. / Thank you for using Room Service, sir.48.Q: How do you talk about distance when showing guests the way?A: It takes about 20 minutes to get there by taxi/bus/on foot. /It is 20 minutes’ taxi ride/ bus ride/ walk from here.49.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?50.Q: How do you offer to take a message for a guest?A: Would you like to leave a word/message? / Anything you’d like me to tell/pass along to the guest?。
中职技能大赛客房中式铺床项目有效备赛探讨
中职技能大赛客房中式铺床项目有效备赛探讨中职技能大赛是一项重要的技能竞赛活动，旨在促进中职教育的发展，提高学生的实践操作能力。
客房中式铺床项目作为其中的一项重要内容，是考核学生对于客房服务流程、卫生规范、专业技能等方面综合能力的重要竞赛项目之一。
有效备赛对于学生的参赛表现以及比赛成绩至关重要。
本文将围绕中职技能大赛客房中式铺床项目的有效备赛进行探讨，希望能为广大中职学生提供一些备赛方法和技巧。
一、了解比赛要求在备赛开始之前，首先需要学生了解比赛内容和要求。
客房中式铺床是酒店客房服务的一项基本技能，要求参赛学生能够熟练掌握铺床的标准流程、动作规范、卫生环境等方面的细节。
学生需要结合比赛规则和评分标准，全面了解比赛的要求，明确自己在备赛过程中需要重点提升的技能和能力。
只有深入了解比赛要求，才能有针对性地开展备赛工作。
二、学习专业知识备赛阶段，学生需要深入学习客房服务相关的专业知识。
这包括客房服务流程、床上用品摆放标准、床单被罩的叠放方法、被褥平整整齐等技术要求。
对于酒店客房卫生清洁的知识也是备赛的一个重点。
学生需要学习清洁卫生的方法和标准，做到能够熟练掌握客房卫生清洁的操作流程。
三、反复练习熟能生巧，反复练习是备赛的关键。
学生需要通过反复练习，不断提升自己的操作技能和水平。
可以利用课余时间，模拟真实的比赛环境，进行反复练习。
通过不断练习，熟悉操作步骤，提高工作效率，确保在比赛中能够胸有成竹地完成铺床任务。
学生还可以邀请老师或同学进行观摩和指导，及时纠正自己的不足之处，不断改进和提高。
四、注重细节在备赛过程中，学生需要特别注重细节的处理。
客房中式铺床项目要求学生不仅要迅速准确地完成任务，更要在细节处做到完美。
比如床单被罩的叠放要整齐，被褥叠放要平整，床上用品摆放要符合标准等等，这些都需要学生在备赛中注意到并加以训练。
五、积极参加比赛培训在备赛过程中，学生还可以积极参加学校或地方举办的比赛培训班。
这样不仅可以听取专家的指导，学到更多的技术和经验，还能够和其他学校的优秀学生进行交流、切磋，开阔视野，提高自己的竞赛水平。
酒店服务
2014年广东省中等职业学校技能大赛“酒店服务”竞赛规程一、竞赛方式本竞赛分中餐宴会摆台、客房中式铺床两个赛项。
竞赛采取个人比赛方式，每参赛队可同时报两个分赛项，每个分赛项最多报3名选手，男女不限，即每参赛队最多可报6名选手分别参加两个分赛项的比赛。
每名选手限1名指导教师。
竞赛流程：（一）仪容仪表展示及现场操作比赛；（二）专业理论和专业英语口试。
1．现场比赛：两个分赛项分别进行（1）中餐宴会摆台：内容包括仪表仪容、中餐宴会摆台、餐巾折花和拉椅让座。
参赛选手比赛操作时间16分钟。
每组比赛结束后裁判评分。
比赛顺序采取抽签的方式确定。
（2）客房中式铺床：内容包括仪表仪容和客房中式铺床。
参赛选手比赛操作时间3分30秒。
每组比赛结束后裁判评分。
比赛顺序采取抽签的方式确定。
2．专业理论和专业英语口试：采用ppt投影问题，选手回答问题的形式。
选手依次按抽签顺序完成，每名选手12分钟。
二、竞赛内容（一）仪容仪表：主要考察选手的仪容仪表是否符合旅游酒店行业的基本要求及岗位要求。
（二）现场操作：中餐宴会摆台、客房中式铺床两个赛项分别比赛。
主要考察选手操作的熟练性、规范性、美观性、实用性。
（三）外语水平测试：主要考察选手的英语口语表达能力，每位选手需回答六道题，其中中译英、英译中、情景对话各两道。
时间为6分钟。
（四）理论知识测试：主要考察选手的专业理论基础知识及综合分析能力。
时间为6分钟。
外语水平及理论知识测试范围参照“2013年全国职业院校技能大赛”中职组酒店服务赛项题库的基础上有所调整。
详见附件2。
三、评分标准（一）中餐宴会摆台评分细则1．比赛内容：中餐宴会摆台（10人位）2．比赛要求：（1）按中餐正式宴会摆台。
（2）操作时间16分钟（提前完成不加分，每超过30秒，扣总分2分，不足30秒按30秒计算，以此类推；超时2分钟不予继续比赛，未操作完毕，不计分）。
（3）选手必须带参赛证提前进入比赛场地，裁判员统一口令“开始准备”进行准备，准备时间3分钟。
中式铺床理论试题
客房技能大赛理论面试题库题型一：汉译英1.您希望我们什么时候为您打扫房间呢？(What time would you like us to clean your room?)2.枕套脏了，请换一下好吗？(The pillowcases are dirty. Could you change them for me?)3.如果您着急，我们有2小时的加急洗衣服务。
(If you are in a hurry, we havea two-hour express laundry service.)4.我们可以在4小时内送回您的洗衣，加收50%的额外费用。
（We can deliver your laundry within 4 hours at a 50% extra charge. / We can deliver your laundry within 4 hours, but we charge 50% more.）5.我们提供不同种类的服务，如水洗、干洗、熨和缝补。
(We have different services such as washing, dry-cleaning, ironing and mending.)6.我想把我的笔记本电脑存放在酒店的保险柜里。
(I would like to store my laptop in one of your safe-deposit boxes.)7.能派人来修理一下窗户吗？(Could you get a repairman to fix the window?)8.2135房间的浴缸坏了，请派人来修理一下好吗？（The bath tub in Room 2135 is out of order/service, Could you please send someone to repair/fix it?）9.水龙头一晚上都在滴水。
（The water tap was dripping all night long.）10.我想要一个转换插头。
1-2020中职酒店服务赛项英语问答题库100道
2020全国职业院校技能大赛改革试点中职酒店服务赛项英语问答赛卷二、前厅接待服务、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 know whether you have a room or not, what should you say as a reservation assistant?A: Sir, please wait a minute, I’ll check if we have a room available for you.2.Q: You come to make up room for a guest, but he tells you that he prefers it laterbecause he is busy doing some paper work, what will you say?A：I will say: That’s all right. I will come back later. What time would it be convenient for you, sir?3.Q: What will you do if the guest says that she wants to use her hairdryer, but it’s 110volts?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.4.Q: What should you say when you give the registration form to the guest as areceptionist?A: Sir, here is your registration form, please check your information,if everything is right, please sign your name here.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?A: I will go and have a check with him, and help to have his key changed if necessary.6.Q: Try to introduce the different types and styles of rooms in the hotel to Mr. Bellowswho is making a reservation over the phone.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.7.Q: A guest tells you that he is attending an important conference, and wants to havehis suit dry-cleaned as soon as possible. What will you do to help?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.8.Q: What’s the information you give when you’re introducing a guestroom to theguest？A: I will introduce the equipment, the services provided, special facilities and the view the guest may get from the room.9.Q: When the guest wants to do the early departure,what should you ask as areceptionist?A: Sir, today is not your departure date. Would you want to leave earlier?10.Q: If the guest says he would like to sleep late the next morning, what will yousuggest?A: Please press the “Do Not Disturb” (DND) button before you go to bed, and you won’t be disturbed the next morning.11.Q: A guest wonders if the outdoor swimming pool of the hotel is a right place to cooloff and relax.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.12.Q: If the guest asks you to look after the baby for her, what will you say?A: I’m sorry, madam. I’m afraid 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.13.Q: What will the attendant say to help if a guest asks to have a stain on his clothesremoved?A: Sure. We will try our best to remove the stain but we cannot guarantee the result. 14.Q: What will you say if the guest complains the beef steak sent by Room Service israre, while he asked for well-done?A: I’m terribly sorry. I will inform the Food and Beverage Department; they’ll see to the matter and have another steak prepared to your appetite.15.Q: What will you say if there is no room available for the guest who is calling tomake a reservation?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.16.Q: How do you respond to an unexpected request from the guest?A: I’m not sure, but we’ll see what we can do for you. / I can’t guarantee, but let’s see what we can do.17.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?18.Q: Tell the guest how to ask for Room Service by telephone.A: You can dial 515 to ask for Room Service. Room Service is available round the clock.19.Q: Explain to the guest the hotel preference policy in making up rooms.A: We always make up the check-out rooms first, unless there is a request.20.Q: Explain to the guest the use of the Hotel Service Directory.A：By referring to the Hotel Service Directory on the writing desk, you’ll find detailed information about all the services we provide in the hotel.21.Q：What is not included in the room charge?A：Well,you will find a mini-bar in your e of it will be charged to your account.Also,the hotel provides room service,at an additional charge of course.22.Q: Tell the guests about the voltage difference between the USA and China; remindhim that the sockets in the bathroom are for 110 volts and 220 volts respectively.A: The voltage here is much higher than that in the USA. There’re two sockets in the bathroom, one is for 110 volts and the other 220 volts.23.Q: The guest would prefer the turndown service for him after 9:00 pm when you’ll beoff duty. How do you respond?A: Don’t worry, sir. I will make sure to let the night staff know, and he’ll do the turndown service for you after 9:00 pm.24.Q: Explain to the guest how to use the door knob menu to order and have hisbreakfast in the room.A：You may use the door knob menu to order Room Service. Just tick the items you’d like for breakfast, write down the time, and hang the door knob menu outside the door before you go to bed tonight25.Q: The guest orders Room Service, and now you are delivering his breakfast to theroom. What do you say after knocking on the door?A: This is Room Service. I’ve brought you your breakfast.26.Q: Phone the guest and tell him that you’ve found the cell phone he lost the other day.A: This is Lost and Found. We have found your cell phone.27.Q: Apologize to the guest for the delay of his baggage delivery.A: I’m sorry for the delay. But the bellman is delivering your baggage up to your room now.28.Q: A visitor comes to meet Mr. Smith in Room 2501, but he is not in the room now,what do you say to the visitor? .A: I’m afraid Mr. Smith is not in the room now. Would you like to leave a message? 29.Q: How do you respond if a guest complains that one of the pillows in his roomsmells funny?A: I’m sorry, sir. I will have a new pillow sent to your room right away.30.Q: How do you check with the guest when sending up his luggage? .A: Here we are, Room 1208. You’ve got three pieces of luggage in all. Is that right, sir?31.Q: How do you ask the guest to make sure if there is something identical attached tohis luggage?A: Is there a tag or anything identical attached to your luggage, sir?32.Q: The guest wants to know if he can make a direct dial international call from hisroom.A: Yes, sir. You can make a direct-dial international call from your room. Please dial 9 first, and then the country code, the area code and finally the telephone number.33.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.34.Q: Tell the guests to contact you when they have requests. .A: If you have any requests, please feel free to let us know, we are always at your service.35.Q: You’re sending back the laundry to Mr. Dave. Tell him a button on his shirt ismissing, and you’ve sewed on a new one for him. .A：Mr. Dave, here’s your laundry. By the way, one button was missing from your shirt, and we’ve sewed on a new one.36.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?37.Q: Apologize for the inconvenience caused to the guest, and assure him it will nothappen again. .A: I’m sorry for the inconvenience, sir. I assure you this won’t happen again.38.Q: The guest tells you that he’s just had a shower, and the bathroom is quite a mess.A: Don’t worry sir. I will tidy up your bathroom right away.39.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?40.Q: What are the items of information a receptionist should ask the guests to enterwhen filling out the registration form?A: The receptionist should make sure that such information items as the guest’s full name, address, nationality, forwarding address, visiting purpose and signature are all entered correctly and legibly.41.Q: How do you ask for guests’ personal information politely?A: Excuse me. May I have your name, address and your telephone number?42.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.43.Q：If the guest is calling for another bath towel, what will you say?A:I will say“Certainly, sir. I will bring you a new one right away. Would you please tell me your room number?”44.Q: You’ve helped the guest check in at the Front Desk. And now tell him to follow thebell boy to his room.A: If you are ready, the bell boy will show you up to your room.45.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.46.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 mind slowing down a bit?47.Q: Give two examples of making courteous parting remarks.A: Thank you for calling us, sir. / Thank you for choosing us for your service, sir. / Thank you for staying with us, sir. / Thank you for using Room Service, sir.48.Q: How do you talk about distance when showing guests the way?A: It takes about 20 minutes to get there by taxi/bus/on foot. /It is 20 minutes’ taxi ride/ bus ride/ walk from here.49.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?50.Q: How do you offer to take a message for a guest?A: Would you like to leave a word/message? / Anything you’d like me to tell/pass along to the guest?。
3_2016全国职业院校技能大赛中职组酒店服务赛项客房中式铺床项目专业知识口试题库完整
2016全国职业院校技能大赛中职组酒店服务赛项客房中式铺床项目专业知识口试题库一、客观题（一）填空题1.根据客人的活动规律，饭店客房可分为五大功能区，即：睡眠休息区、起居活动区、书写整理区、贮物区和洗漱区。
2.以标准间为例，客房配备的设备有：家具、电器、卫生设备、安全设备四大类。
3.客房室环境设计的基本原则是安全、健康和舒适。
4.客房的清洁卫生质量生化标准规定：茶水具毎平方厘米的细菌总数不得超过 5 个 ,脸盆、浴缸、拖鞋毎平方厘米的细菌总数不得超过500个。
5.客房室照明设计的基本原则是：舒适性、艺术性、安全性。
6.客房房态缩略语OCC指住客房。
7.客房房态缩略语S/O指宾客外宿房。
8.客房房态缩略语DND表示请勿打扰房。
9.客房房态缩略语MUR指请即清扫房。
10.客房房态缩略语OOO指的是待修房（维修房、故障房）。
11.客房房态术语hotel use指的是饭店临时自用房。
12.客房部员工在接待服务中要做到一视，六个一样：高、低一样；、外一样；华、洋一样；东、西一样；黑、白一样；新、老一样。
13.例行的客房大清扫工作，一般应在客人不在客房时进行，以不打扰客人为准。
14.客房部一般下设六个分支机构：经理办公室、楼层、公共区域、客房服务中心、布件房和洗衣房。
15.客房商品生产的基本目标是：搞好清洁卫生、更换添补客房用品、维护保养。
16.夏天客房适宜温度为22摄氏度—24摄氏度，相对湿度为50%；冬天客房适宜温度为 20摄氏度—22摄氏度，相对湿度为40%。
17.为了使床垫各处受力相同，避免床垫有局部凹陷和磨损，延长使用寿命，应定期翻转调换床垫，一般每季度翻转一次。
18.员工的在职培训有日常培训、专题培训、交叉培训、下岗培训、脱产进修。
19.挂有“请勿打扰”牌的客房，一般在 14:00 前不要敲该房的门，但应记下房号及挂牌时间。
20.领取和补充小酒吧的酒水和食品时，要检查酒水的质量和保质期。
21.根据我国的习惯，会见厅客人与主人的座位安排是客人在主人的右边。
酒店技能大赛问答试题及答案
第一组：前台入住试题一套：应知应会：1、请说出福粤中餐厅的营业时间及风味？答：营业时间：午餐 12 : 30 - 15 : 30晚餐 19 : 00 - 23 : 30风味：谭府官宴、新派粤菜、风味鲁菜、北方精品专业知识：1、专业专业知识：术语解释——Skipper。
答案：（1）故意逃帐者；（2）特征：无行李或少行李者，使用假信用卡和假支票者等；（3）预防逃帐的措施：要求此类客人以现金的形式交付足额押金，当不能确定信用卡或支票的真伪时，应立即与银行取得联系进行确认，对有逃帐记录的客人，酒店应记录客人的姓名，编制进“黑名单”。
2、疑难问题处理：客人预定好房间，到前台后，房间仍是脏房？答案：（1）向客人致歉并解释，建议客人先办理入住手续。
（2）前台通知大堂经理可安排客人在休息区或大堂吧休息等待。
（3）关注房间，房间打扫后第一时间将房卡送到客人手中，送客人到房间，再次感谢客人的理解。
二套：应知应会：1、请说出四季西餐厅的营业时间及特色？答：营业时间：早餐：07 : 00 - 11 : 00午餐：13 : 00 - 15 : 30晚餐：19 : 00 - 22 : 30特色：开放式厨房、现场烹制专业知识：1、专业专业知识：术语解释——No-show。
答案：（1）订房不到；（2）没有预先通知取消又无预期抵达的订房；（3）对酒店的影响：使酒店失去预期的利润；（4）如何对付“订房不到”：要提前告之酒店为其保留房间的最后时限时。
2、疑难问题处理：团队漏结账目如何处理？答案：（1）检查该团所有资料，了解该团的旅行社名称，接待经办人姓名，了解该团目前的去向（2）如还在本地旅游或未离开机场等地方，可携带账单去收取漏结账目。
如已离开本地，通过旅行社联系到陪同或者导游，请他们协助收回漏结账目，具体商定如何收钱以及开取发票。
三套：应知应会：1、请说出下列几种编写术语的含义？答：EOD 行政值班经理DND 请勿打扰C/I 住宿登记C/O 离店结帐AM 大堂值班经理VIP 重点宾客专业知识：1、专业专业知识：术语解释——Commercial rate.答案：（1）商务房价。
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“客房中式铺床”赛项英语口试题Part one 句子：中译英：1.欢迎光临我们酒店。
(Welcome to our hotel.)2.先生，请让我为您介绍一下房间设施。
（Let me introduce the room to you, sir.）3.在房间上网是免费的。
(We offer free internet service in the room.)4.先生，这是您的房间钥匙。
（Here is your room card, sir.）5.祝您在我们饭店过得愉快。
（I hope you will enjoy your stay in our hotel.）6.对不起，请问有没有要洗的衣服？（Excuse me, do you have any laundry?）7.我们随时为您服务。
(We are always at your service.)8.请问1628号房间在哪？(Excuse me, where is room 1628, please?)9.请问您的衣服要怎么洗？（How would you like your laundry cleaned?）10.请问您房号是多少？（May I have your room number, please?）11.我带您去您的房间。
(I will show you to your room.)12.房间里有小冰箱。
（There is a mini-bar in the room.）13.我现在可以打扫您的房间吗？(May I make up your room now?)14.酒店为客人提供免费的擦鞋服务。
（The hotel provides free shoe shining service forthe guests.）15.抱歉，单人间已经全部订满了。
（I’m sorry, our single rooms are fully booked.）16.离开房间时请记得带钥匙。
（Please take the key card with you when you leave theroom.）17.对不起，现在不行，我这儿有个客人。
（Sorry, not now. I have a guest here.）18.先生，您什么时候比较方便？（What time would be convenient, sir?）19.您希望我什么时候过来打扫房间？（When would you like me to clean your room?）20.这件毛衣要用冷水手洗。
(I’d like this sweater washed by hand in cold water.)21.你替我要1辆出租车好吗？(Could you get a taxi for me, please?)22.您希望什么时候把衣服给您送回来？（When would you like your laundry back?）23.请让我看一下您的住房卡好吗？(Can you show me your room card, please?)24.我来取您要洗的衣服。
（I’m here to collect your laundry.）25.我可以借用一下走廊里放着的那张床吗？(Can I use the bed in the corridor?)26.我想多要1床毛毯和2只枕头可以吗？(Can I have one more blanket and two morepillows?)27.我来帮您拿行李吧。
(Let me help you with your luggage.)28.卫生间的香皂用完了，请再给我添一块新的，好吗？(The soap in the toilet has beenused up. Will you please give me a new one?)29.很抱歉让您久等了。
(Sorry to have kept you waiting.)30.这是2139房间。
请送一个电熨斗。
(This is room 2139. Can you send me an iron,please?)英译中：1.Housekeeping, may I come in?（我是客房服务员，请问可以进来吗?）2.Your room number is 3611. Let me show you up there. (您的房号是3611。
我带您过去。
)3.Have you got a booking, madam? (女士，请问您有预订吗？)4.The room is at the end of this corridor. (房间在走廊的尽头。
)5.The air-conditioner doesn’t work.（空调坏了。
）6.This is a room with the sea view.（这个房间是海景房。
）7.How do you like this room?（您觉得这个房间怎么样？）8.When can I have my laundry back?（我什么时候能取回送洗的衣服？）9.Here’s your room. May I put your luggage here?（这是您的房间。
我把您的行李放这里好吗？）10.You’ve got three pieces of luggage. Is that right, sir?（先生，您一共有三件行李，是吗？）11.We'll dry-clean the dress.（我们将干洗这条裙子。
）12.Is there a tag attached to the luggage?（行李上面有标签吗？）13.There’s a 10% discount for a double room.（大床间可以打九折。
）14.I’ll send them up to your room, just one moment. (我马上把东西送到您的房间，请稍等。
)15.What time will you arrive, sir? (先生，请问您几点到达？)16.We look forward to seeing you. (我们期待您的光临。
)17.What’s the rate for a single room? (单人房的房价是多少？)18.I’m very sorry, sir. The hotel is fully booked. (先生,很抱歉，酒店的房间已经预订满了。
)19.Please deposit your money, jewelry and other valuables in the hotel safe.（请将您的现金、珠宝和其他贵重物品寄存在酒店的保险箱内。
）20.Certainly, sir. I’ll clean up your room earlier tom orrow.（好的，先生。
我明天早点打扫您的房间。
）21.You can make long distance calls from your room.（您可以在房间里打长途电话。
）22.I’m sorry, sir. I’m going to your room as soon as I finish this one.（对不起，先生，我一打扫完这个房间就去您的房间。
）23.If you have any requests, please don’t hesitate to let us know. （如果您有问题，请随时找我们。
）24.Good evening. May I do the turn-down service for you now? （晚上好，现在可以为您开夜床吗？）25.I’d like to have an extra blanket and one more glass. (我想多要一张毯子和一个玻璃杯。
)26.Please fill in the laundry list and put it with your laundry.（请填好洗衣单，并把它跟要洗的衣服放在一起。
）27.The business hours are from 9:00 a.m. to 10 p.m..（营业时间从上午九点到晚上十点。
）28.Do you prefer laundry returned on the same day or by express service? (您的衣服是要当日取还是快洗服务？)29.Could you tell me some features of your suitcase?（您能描述一下皮箱的特征吗？）30.We’re very sorry for the delay, sir. Your luggag e was wrongly delivered to Room608.（很抱歉行李送晚了，您的行李被误送到608房间了。
）Part two 情景应答：1.What will you say if a guest comes to say that he can’t find his watch?( I’m sorry to hear that. When and where did you last see it? / Can you tell me some features of your watch? )2.You are going to clean the room for the guest, but he tells you that it is notconvenient for him now, what will you say?( I’ll say: That’s all right. I will be back later. What time would be convenient, sir? )3.What will you do if the guest says that she wants to use her hairdryer but it’s110 volts ?( I will lend her a transformer or a hairdryer for 220 volts. )4.You are going to make the turn-down service for the guest, but he is working,what will you do?( I will ask the guest if I can do it now. If not, I will ask him when it will be convenient for him. )5.If the guest calls to complain that his room is too cold, what will you do?( I will tell him that there is a blanket in the closet, or I will send him an extra one. )6.If the guests want to take part in a party, but they are worried about theirbabies, what will you say?( Maybe you can try the baby-sitting service in our hotel. The charge is 80 Yuan per hour. )7.What will you say if a guest wants to have an extra pillow?( Certainly, s ir / madam. I’ll bring it to you right away. May I have your room number, please? )8.If a guest calls to complain that the bulb in his room is broken, what will youdo? ( I will apologize to him and tell him that the electrician will come soon. ) 9.What will you do if the guest wants to surf the internet in the hotel？( I will tell the guest that the hotel offers free internet service in the room, and there is an internet café in the hotel as well. )10.How will you introduce your guestroom to the guest？( I will introduce the equipment, the views, the services in the hotel and so on to the guest. )11.When a guest asks you to take her clothes for laundry by phone, what will yousay?( Certainly, sir / madam. I will pick up your laundry soon. May I have your room number, please? )12.When you delivered the laundry to the wrong guest, how will you apologize tothe guest? ( We are very sorry for the delay. I’m sure this will n ot happen again. )13.When a guest asks about the express laundry service, what will you say?( For express service, you may get your laundry back in 4 hours. But there isa 50% extra charge. )14.What do you need to check when you come to collect the guest’s laundry?( I will check how many pieces of laundry there are and see if the guest has filled in the laundry list. )15.What will you say if a guest without a reservation wants to check in at the FrontOffice?(Just a moment, please. Let me check if there are rooms available.）16.What will you say when the guest has finished checking-in?(Here is your room key and a bellboy will show you to your room. I Hope you will enjoy your stay in our hotel.）17.If a guest calls to say that his toilet is clogged, what will you say?( I’m terribly sorry to hear that. May I have your room number？We’ll check it right away.)18.Th e TV in the guest’s room doesn’t work. The electrician has been working onit for a while. But the guest is getting impatient. What will you say to calm him down？( I’m sorry, sir. I’m afraid it takes time to fix. Would you like to change the room? )19.When a visitor calls to talk to a guest, but the guest is not in his room now,what will you say?( I’m afraid he is not in the room now. Would you like to leave a message?)20.What will you tell the guest if he wants to make an international call in hisroom? ( I’ll tell him that he can dial 9 first and then the country code, area code and the phone number.)。