酒店英语高级试题及答案

酒店英语高级试题及答案前言本试题专为酒店行业从业者、英语语言学习者及备考人员设计，聚焦酒店服务场景中的高级英语应用能力，涵盖预订、入住、客房服务、客户沟通、投诉处理等核心工作环节试题难度符合行业高级岗位英语要求，旨在帮助读者检验英语实际应用水平，提升专业服务沟通能力

一、单项选择题（共30题，每题1分）（请从A、B、C、D四个选项中选择最符合场景的答案）A guest asks,Do youhave atwin roomavailable for theweekend ofOctober15th The receptionist shouldrespondwith:A.Yes,we havetwo twinrooms left.B.Ill checkavailability for you right away.C.Twin roomsare popularthis weekend.D.We needyour IDto confirmthe booking.During check-in,a guest says,I reserveda suite,but thisis a standard room.Thereceptionistshould first:A.Apologize andexplain the room mix-up.B.Offer toupgrade the room atno extracost.C.Show the guest thestandardroomdetails.D.Call the front officemanager immediately.When a guest requestsextra towels,the roomservice staffshouldreply:A.Sure,Ill sendthem upin10minutes.第1页共17页B.Please waitwhile Icheck theinventory.C.We onlyprovide oneset perguest.D.You canget themfrom thehousekeeping cart.A foreignguest strugglesto expressa foodallergy.Theserver should:A.Suggest commonnon-allergenic dishes.B.Ask the guest towrite downthe allergyin English.C.Call thekitchen toprepare a safe meal.D.Say,Im sorry,I dontunderstand.The phraseWe have a24-hour conciergeservice is used toinformguests about:A.Room cleaninghours.B.Airport transferservice.C.24-hour assistancefor specialneeds.D.Restaurant openingtimes.A guest complains aboutnoisy neighbors.The frontdeskshould:A.Move the guest to another roomimmediately.B.Apologize andoffer afree breakfastcoupon.C.Ask the guest tocontact housekeeping.D.Say,We cantcontrol otherguests behavior.When confirminga reservation,which detailis mostcriticalA.Guests favoriteroom type.B.Arrival anddeparture dates.C.Number ofchildren in the party.第2页共17页D.Payment method.The termno-show refers to:A.A guestwho cancelsthe reservation.B.A guestwho failsto arriveas scheduled.C.A guestwho leavesearly.D.A guestwho complains about theservice.A guest asks,Whats thecheck-out timeThe receptionistreplies:A.Its12noon,but wecan arrange a late check-out for afee.B.You needto leaveby12,or youllbe chargedextra.C.We usuallycheck outat12,but itsflexible.D.Ill note it downfor you,sir.The frontoffice staffshould useIll escalatethis to thesupervisor when:A.A guestrequests awake-up call.B.The issueinvolves aproblem beyondtheir authority.C.Explaining the hotels policyon refunds.D.Confirming a reservation.When presentinga bill,the phraseCould youplease settlethe payment isequivalent to:A.Please payyour billnow.B.Do youhave anyquestions about the billC.Your paymentmethod hasbeen declined.D.The billis nowready foryou.第3页共17页A guestsays,I needto senda package.Whats theprocedureThe conciergeshould:A.Offer tocall alocal courierservice.B.Explain thehotels in-house deliveryprocess.C.Ask the guest togo to the postoffice.D.Say,Ill handleit foryou right away.The wordamenities incomplimentary amenitiesmostlikely means:A.Room servicemenus.B.Free giftsor services.C.Hotel safetyinstructions.D.Housekeeping supplies.When aguest asksabout localattractions,the conciergeshould:A.List3-5popular spotswith briefdescriptions.B.Say,I dontknow;check thetravel guide.C.Offer toarrange atour booking.D.Suggest usingGoogle Maps.The sentenceIll senda maintenanceteam toyour roomimmediatelyis usedin response to:A.A requestfor extrapillows.B.A complaint about roomtemperature.C.A questionabout Wi-Fi access.D.A requestfor late check-out.第4页共17页A guestwants toleave amessage for another guest.Thereceptionist should:A.Take themessage andnoteitin the guests profile.B.Ask if the guestwants tocall directly.C.Say,Ill tellthem whenthey arrive.D.Offer todeliver themessage inperson.The phrasepre-paid packagein ahotel contextrefers to:A.A roomreservation paidin advance.B.A discount for long-term stays.C.A mealplan paidbefore arrival.D.A loyalty program membership.When aguest spillscoffee in the lobby,the staffshouldfirst:A.Apologize andoffer assistance.B.Call maintenanceto cleanthe area.C.Move the guest toa privatearea.D.Check ifthe guestis injured.The termminibar refersto:A.A smallrefrigerator in the room.B.A barinthe lobby forquick drinks.C.A servicefor makingcoffee/tea.D.A storagearea forguest luggage.A guestasks,Can Iextend mystay bytwo daysThereceptionist should:A.Check availabilityand confirmthe extension.第5页共17页B.Say,It dependson theseason.C.Ask theguest to pay extrafirst.D.Offer a discountforextending.When explainingthehotelslaundry service,the staffshouldmention:A.Laundry is available24/7for asmall fee.B.We havea laundryroom onthe5th floor.C.Your clotheswill beready in2hours.D.Laundry serviceis includedin allrooms.The sentenceIm afraidwe haveno availabilityfor asuiteon yourdates usesIm afraidto:A.Express strongdisagreement.B.Soften thenegative news.C.Confirm apositive result.D.Ask forclarification.A guestcomplainsaboutslow Wi-Fi.The ITsupport staffshould:A.Apologize andcheck thenetwork status.B.Tell theguest theWi-Fi isworking fine.C.Suggest usinga dataplan instead.D.Say,We cantfix ittoday.When presentinga roomkey,the staffshould say:A.Heres yourkey;the roomis

1208.B.This keyworks forroom1208;enjoy yourstay.C.Your roomis onthe12th floor;

1208.第6页共17页D.Take thiskey;well seeyou atcheck-out.The phrasecomplimentary breakfastmeans:A.Breakfast includedinthe room rate.B.A discounton breakfast.C.A specialbreakfast menu.D.Breakfast servedintheexecutive lounge.A guestasks for extra blankets.The roomservice staffshould:A.Bring twoextra blanketsto the room.B.Ask theguest to check thecloset first.C.Say,We donthave extrablankets.D.Offer toarrangeaturndown service.When confirminga reservation,Weve reserveda deluxeroomwith acity viewincludes:A.Room typeand view.B.Arrival time.C.Payment method.D.Number ofguests.A guestasks,What timedoes the restaurant openThe staffreplies:A.It opensat6:30am forbreakfast,11:30am forlunch.B.11:30am to10pm,except onweekends.C.You cancheck themenu ontherestaurantdoor.D.Ill havethe hostgreet youwhen youarrive.The termVIP guestrefersto:第7页共17页A.A veryimportant person.B.A high-paying guest.C.A regularguest.D.A guestwith specialneeds.When aguest losesan item,the staffshould:A.Ask fordetails andreport tosecurity.B.Tell theguest tofile apolice report.C.Say,We canthelp withlost items.D.Offer tosearch theguests roomimmediately.

二、多项选择题（共20题，每题2分）（每题至少有2个正确答案，多选、少选均不得分）入住登记时，前台需要向客人确认的信息包括A.Passport orID numberB.Contact phonenumberC.Length ofstayD.Special requirementse.g.,non-smoking roomE.Number ofchildren inthe party客房服务中，哪些是正确的操作流程？A.Knock onthe doorthree timesbefore enteringB.Use Housekeeping,may Icome inas theentry phraseC.Offer toleave itemsoutside thedoor iftheguestis onDo Not DisturbD.Clean thebathroom beforethe bedroomE.Return after15minutes iftheguestdoesnt answerthedoor第8页共17页酒店投诉处理的核心步骤包括A.Listen carefullytotheguests complaintB.Apologize sincerelyfor the issueC.Offer asolution e.g.,compensation,service adjustmentD.Follow upto ensuresatisfactionE.Blame thestaff involvedto showaccountability关于酒店餐饮服务，以下哪些表达是正确的？A.Would youlike tosee themenuB.May Itake yourorder nowC.The chefrecommends thesteak.D.Im sorry,the dishis outof stock.E.Can Ihaveatable fortwo bythe window预订确认时，前台应告知客人的信息包括A.Booking referencenumberB.Arrival anddeparture datesC.Room typeand rateD.Check-in andcheck-out timesE.Payment deadline客房内的安全设施包括A.Fire extinguisherB.Emergency exitmapC.First-aid kitD.Smoke detectorE.Safe depositbox前台处理外币兑换时，应注意第9页共17页A.Confirm theexchange ratewith theguestB.Ask for theguestsID forverificationC.Provide areceipt for the transactionD.Advise theguest tokeep theexchange slipE.Refuse toexchange foreigncurrency ifnot supported酒店员工在与外国客人沟通时，应注意A.Speak clearlyand ata moderatepaceB.Avoid usingslang oridiomsC.Repeat keyinformation e.g.,room numberD.Use gesturesif languageis abarrierE.Speak insimple Englishonly关于行李服务，以下正确的是A.Offer to carry theguests luggagetotheroomB.Ask aboutfragile itemsbefore liftingC.Thank theguest fortheir businessD.Return tohelp iftheguestneeds moreassistanceE.Charge extrafor luggageservice酒店礼宾部（Concierge）的服务内容包括A.Arranging airporttransfersB.Booking theaterticketsC.Providing localrestaurant recommendationsD.Handling guestcomplaintsE.Managing roomservice orders客人要求latecheck-out（延迟退房）时，前台可采取的措施有A.Offer afree latecheck-out forloyaltyprogrammembers第10页共17页B.Charge afee forlatecheck-out e.g.,10%of theroomrateC.Deny therequest iftheroomis alreadyreservedD.Negotiate atime basedon roomavailabilityE.Ask theguest topack theirluggage immediately酒店餐饮部（FoodBeverage Department）包括哪些岗位？A.ReceptionistB.SommelierC.ChefD.BartenderE.Concierge以下哪些是酒店客房部（Housekeeping Department）的职责？A.Cleaning guestrooms andpublic areasB.Changing bedlinens andtowelsC.Maintaining roomamenities e.g.,toiletriesD.Handling guestlaundry requestsE.Managing hotelsecurity前台在处理客人DoNotDisturb（请勿打扰）标识时，正确的做法是A.Knock twiceat2pm andleave anote ifno answerB.Avoid enteringtheroomwithout permissionC.Report tothe supervisoriftheDND isleft formore than24hoursD.Call toconfirm iftheguestneeds serviceafter5pmE.Assign extracleaning totheroomonce DNDis removed第11页共17页酒店市场营销部（Marketing Department）的工作包括A.Promoting hotelservices throughsocial mediaB.Designing promotionalpackagesC.Managing guestfeedback surveysD.Training newstaffE.Negotiating withtravel agencies客人要求wake-up call（叫醒服务）时，前台应记录的信息包括A.Guests roomnumberB.Wake-up timeC.Guests nameD.Contact methodphone/knockE.Special notese.g.,only iftheguestis aVIP酒店财务部（Finance Department）的核心职责包括A.Processing guestpaymentsB.Managing hotelrevenue andexpensesC.Handling taxcalculationsD.Issuing invoicesE.Training frontdesk staffon paymentmethods关于酒店会议服务（Convention Services），以下正确的是A.Coordinate withcatering for event mealsB.Set upmeeting roomswith equipmentC.Manage eventregistrationD.Provide technicalsupport forpresentationsE.Charge guestsforeventspace rental客人在酒店内发生意外（如摔倒），员工应采取的措施有第12页共17页A.Call formedical assistanceimmediatelyB.Move theguest toasafeareaC.Report theincident tothe supervisorD.Avoid movingtheguestif seriouslyinjuredE.Take photosof theaccident scene酒店人力资源部（HR Department）的工作包括A.Recruiting andhiring newstaffB.Organizing employeetrainingC.Managing staffschedulesD.Handling employeebenefitsE.Designing hotelmarketing strategies

三、判断题（共20题，每题1分）（正确的写√，错误的写×）Ill sendthe maintenanceteam toyour roomrightawayis aproperresponsetoa guestscomplaintabouta brokenairconditioner.（）When aguestsaysI needtocheckout now,the receptionistshouldimmediately processthepaymentwithout askingfor theroomkey.（）The phraseWe canoffer youadiscountif youbook inadvanceis agood wayto promoteearly reservations.（）In hotelEnglish,Could youplease repeatthat isusedwhen theguest speakstoo quietly.（）When aguestasksforextrapillows,theroomservice staffshouldsay Sure,Ill bringtwo morerightaway.（）第13页共17页The termno-cancellation policymeans guestscan cancelareservation withoutany charge.（）The Wi-Fi passwordis hotel123is asecure wayto sharetheWi-Fi passwordwith guests.（）A guestwho leavesa tipis calleda tipper.（）When confirmingareservation,its importantto spelltheguests namecorrectly.（）Im sorryfortheinconvenience isa standardphrase toapologizeforaproblem.（）In ahotel,housekeeping cartisusedtocarryclean linensandtoiletries.（）The restaurantis onthe groundfloor,next tothelobbyisa cleardirection foraguest.（）When aguestcomplainsaboutthenoise,thefrontdesk shouldimmediatelymove themtoanotherroom.（）Complimentary meansguests needtopayfortheservice.（）Ill escalatethis tothe managerisasign ofpassingresponsibility.（）The wordVIP isan abbreviationfor VeryImportantPerson.（）When aguestasksforadouble bed,they meantwo singlebeds.（）Do notdisturb signsare onlyfor guestswho wantprivacyat night.（）第14页共17页Ill callthe airporttaxi serviceforyouisaproperconcierge response.（）Can youmake areservation forme isa requestfor theguestto booktheir ownstay.（）

四、简答题（共2题，每题5分）（答案控制在150字以内，语言简洁准确）客人在入住时表示对房间温度不满意，前台应如何回应并处理？简述酒店前台处理客人信用卡预授权的基本步骤参考答案

一、单项选择题（30题）1-5:B A A BC6-10:B BB A B11-15:A A B AB16-20:A A A AA21-25:ABABA26-30:AAAAA

二、多项选择题（20题）ABCDBCABCDABCDEABCDABCDEABCDABCD第15页共17页ABCDABCABCDBCDABCDABCABCABCDEABCDABCDEABCDABCD

三、判断题（20题）×（需确认房间钥匙）×（通常不可取消或需支付违约金）×（应使用更安全的密码）×（通常称generous guest或直接说left atip）×（先了解情况，优先协商解决方案）×（免费的）×（体现问题重视，非逃避责任）×（double bed是一张大床）×（也可用于白天）×（请求前台帮助预订）

四、简答题（2题）第16页共17页回应I apologizeforthediscomfort.Ill checkthe roomtemperatureimmediately andadjust theAC.Would youlike aroomchange iftheissuepersists处理联系客房部核实温度，必要时调换房间，跟进5分钟后确认满意度步骤

1.核对客人身份与预订信息；

2.告知预授权金额及有效期；

3.请客人在授权单上签字确认；

4.保留授权单存根；

5.离店时根据实际消费调整预授权，退还余额说明本试题涵盖酒店日常英语场景，注重实际应用能力，答案结合行业标准流程，可作为酒店英语培训或自我提升的参考资料第17页共17页。