XX省职业院校技赛（中职组）酒店服务赛项
英语口试题库
中餐宴会摆台服务部分情景应答答题点：
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 very 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 will 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 him to book a table for 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 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
8 Q Ask the guests’ 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 last course 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 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 will 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 Welldone
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 of
the 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 preference 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 table 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 See you next time
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 your restaurant
A We provide restaurant service from 630 am to 1000 pm 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 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
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 but he has no idea what to order what would you recommend to him
A I will recommend the Squirrelshaped Mandarin Fish the Quickboiled White Shrimp and the Stirfried Shredded Eel with Hot Oil
33Q What would you say to the guest when you are recommending your house specialty？
A Would you like to try our house specialty It’s very popular among 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 SorrysirOur bar is nonsmokingBut we have smoking area outside the bar over there
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 service 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答题点：
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 later because 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 110 volts
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 a receptionist
A Sir here is your registration form please check your informationif 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 Bellows who 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 BritishRoman French and presidential styles
7 Q A guest tells you that he is attending an important conference and wants to have his suit drycleaned 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 the guest？
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 departurewhat should you ask as a receptionist
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 you suggest
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 cool off and relax
A Our outdoor rooftop swimming pool features a 150metre 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 babysitting service The sitters are welleducated and reliable
13 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
14 Q What will you say if the guest complains the beef steak sent by Room Service is rare while he asked for welldone
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 to make 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 RareMedium RareMediumMedium Wellor 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 checkout 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：Wellyou will find a minibar in your roomUse of it will be charged to your accountAlsothe hotel provides room serviceat an additional charge of course
22 Q Tell the guests about the voltage difference between the USA and China remind him 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 900 pm when you’ll be off 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 900 pm
24 Q Explain to the guest how to use the door knob menu to order and have his breakfast 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 tonight
25 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 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 room smells 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 to his 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 his room
A Yes sir You can make a directdial 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 is missing 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 not happen 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 checkingin 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 enter when 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
AI will sayCertainly 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 the bell 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 taxibuson 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 wordmessage Anything you’d like me to tellpass along to the guest
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英语口试题库
中餐宴会摆台服务部分情景应答答题点：
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 very 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 will 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 him to book a table for 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 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
8 Q Ask the guests’ 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 last course 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 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 will 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 Welldone
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 of
the 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 preference 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 table 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 See you next time
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 your restaurant
A We provide restaurant service from 630 am to 1000 pm 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 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
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 but he has no idea what to order what would you recommend to him
A I will recommend the Squirrelshaped Mandarin Fish the Quickboiled White Shrimp and the Stirfried Shredded Eel with Hot Oil
33Q What would you say to the guest when you are recommending your house specialty？
A Would you like to try our house specialty It’s very popular among 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 SorrysirOur bar is nonsmokingBut we have smoking area outside the bar over there
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 service 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答题点：
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 later because 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 110 volts
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 a receptionist
A Sir here is your registration form please check your informationif 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 Bellows who 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 BritishRoman French and presidential styles
7 Q A guest tells you that he is attending an important conference and wants to have his suit drycleaned 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 the guest？
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 departurewhat should you ask as a receptionist
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 you suggest
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 cool off and relax
A Our outdoor rooftop swimming pool features a 150metre 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 babysitting service The sitters are welleducated and reliable
13 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
14 Q What will you say if the guest complains the beef steak sent by Room Service is rare while he asked for welldone
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 to make 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 RareMedium RareMediumMedium Wellor 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 checkout 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：Wellyou will find a minibar in your roomUse of it will be charged to your accountAlsothe hotel provides room serviceat an additional charge of course
22 Q Tell the guests about the voltage difference between the USA and China remind him 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 900 pm when you’ll be off 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 900 pm
24 Q Explain to the guest how to use the door knob menu to order and have his breakfast 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 tonight
25 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 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 room smells 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 to his 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 his room
A Yes sir You can make a directdial 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 is missing 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 not happen 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 checkingin 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 enter when 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
AI will sayCertainly 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 the bell 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 taxibuson 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 wordmessage Anything you’d like me to tellpass along to the guest
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