酒店英语试题资料

酒店英语口语测试题（Food &Beverage Department）

1.Guests are always seated by the service staff(host or hostess). When you show the way to the guests as a host or hostess, what would you say?

2.When you do the service for the guests, you’d better call their names at least three times. How can you ask for the guest’s name? If you cannot hear clearly his or her name, what should you say?

3.After the guests have been seated, you, as a waiter or waitress, should present the menu to the lady at the table first. You should recommend the specialties voluntarily. Take the appetizer, main course and soup as examples, how can you make the recommendation?

4.After the guests have taken the order, you should repeat the information to reconfirm. If the guests have ordered a typical American Breakfast, how can you reconfirm all the information? 5.Suppose the guests are foreigners, this is their first time to be here in China. They would like to try some typical Chinese dishes in your restaurant. Please give them the introduction about the features of some schools of Chinese dishes in your restaurant. Please give them the introduction about the features of some schools of Chinese Cuisine.

6.After the guests have tried the typical Chinese cuisine, how can you ask for their opinions about the dishes here? How can you deal with the situation of payment(the different ways to pay the bill)?

7.A guest wants to book a table in the hall at 7 o’clock on Sunday evening. However, there isn’t a table available for him. In such a situation, what could you say to solve this problem? 8.Mr.Smith wants to book a private room on Saturday afternoon. Please recommend the best private room for him and tell him the minimum charge and other expenses.

9.When the guests have finished eating, you want to take the dishes away, what would you say? The final course of western dinner is coffee or tea. Please say something to offer the guests coffee or tea.

10.If the guest pays the bill by credit card, when you return the card to him or her, what would you say and what else would you return to him or her?

11.If the guest pays the bill in cash, maybe you should give back the change, and meanwhile what would you say? While if the guest wants to charge the bill to the room bill, how to handle the situation?

12.After the guest has made the reservation, you should give your own expectation. Please say one or two sentences to show your expectation and to end the conversation.

13.When you make the table reservation for the guests, how to ask for the number of guests? How to ask for the demands for the table? How to ask for the name of the person, who has made the reservation?

14.When you make the reservation, how to ask for the types of food? How to ask for the time of arrival? How to ask for the contact number or the room number?

15.The guest, Mr.Black has booked a private room for 10people for next Sunday. The time of arrival is 6o’clock p. m. He orders buffet. The average charge is 100yuan including drinks. His telephone number is 13355512345.Please reconfirm all the information and say sth more if you consider it necessary.

16.After the guest has taken the order but before you serve the order, what should you say? When you present the bill, what should you say? Before the guest leaves after eating, what should you say?

17.When the guest comes into the dining hall to have buffet, you should give him the direction where to get the necessities. Please say something to give the direction.

18.When the guest orders the western dinner, how to ask for the main course? How to ask for how to make the steak done? If there is the service charge for the western dinner, you should inform the guest, what should you say?

19.If the guest has been waiting a long time for the order, what would you say and to explain the situation? If you cannot do the service for the guest, what would you say?

20.If the guest has asked for sth that you don’t quite understand, you should report it to Manger or ask help from Manager, what would you say? 酒店英语口语测试题（Housekeeping Department）

1.When you, as a housemaid, do the cleaning for the guest, first you should knock at the door before coming into the guest room. Here what should you say? After you come into the room, you want to do the cleaning, now what should you say? At last, before you go out, you must give wishes to the guest, what should you say?

2.When you do the cleaning service for the guest, you should ask for the convenient time to do it. If the guest is not very convenient now, what kinds of suggestions should you give him to do the cleaning later?

3.Suppose the guest doesn’t know what the Turn-down Service is,please geve some explanations about it?

4.If there is a new comer to visit one of the guests in your hotel and the guest wants Extending Bed service, how can you handle this situation?

5.The hotel provides two kinds of laundry service, Same Day Service and Express Service, what is the difference between them?

6.When doing the laundry service, the guest must use the laundry list. What is the laundry list used for?

7.If the guest had some laundry to be washed, where can you tell him to put the laundry? If the guest chooses the express service, what must you tell him about the price and the time to deliver the laundry?

8.There are two ways to do the Room Service, by telephone and by doorknob menu. How to do the Room Service by doorknob menu? Please give your own understanding.

9.If there are three kinds of breakfast provided by Room Service, Chinese, American and Continental, what should you say to let the guest make a choice? After the guest has ordered all the food, what kind of information should you confirm?

10.If there is extra charge in the Room Service, you should tell the guest in advance. How to tell him or her the extra charge? The guest needs the food immediately; her what should you say to make sure that the food will be sent soon?

11.When you serve the food in the guest room, you don’t know where to put them, what should you say to ask for the guest’s opinion? After you have served all the food and before you go, what should you say?

12.When you hear the complaints about the problems with the facilities from the guests, you should make an apology and take actions. Please say sereral sentences according to thes situation. 13.As a repairman, when you come into the guest room to do the repair, first you must ask for the detailed problems, here what should you say? After you have done the repair, what should you say?

14.If the guest wants to put some important documents and valuables into the safety deposit box, but he doesn’t know how to use it. Please tell him how to use the safety box.

15.When you lead the guest into he room, you are responsible for introducing how to use the electric facilities. Please tell the use the how to use the air-conditioner and TV set.

16.When you lead the guest into the room, you are responsible for introducing how to use the electric facilities. Please tell the guest how to make an outgoing call and how to use the razor if the guest’s razor is operated by 110 volts.

17.There is difference in the drinking water in China and abroad. When you show the guest around in the room, you should make him pay attention to the drinking water. Please give your own explanation.

18.The hotel industry is called Hospitality Industry or Service Industry. That is to say, it provides hospital services to all the guests in the hotel. Can you give your own understanding on how to do to create a Home for the guests?

19.When the guest lost his own gold watch and he was very worried. He reported this to you , how to snow your sympathy and how to tell him that you would take actions immediately.

20.Since the guest lost his gold watch, you had the responsibility to find it out. First you should ask for the detailed information about the watch including the make, the color, and the place he lost it? What should you say? Part 1复习 Making Reservation Booking a Table ? Time

? Number of people/ Contact Number ? Price

? Where the guests would like to sit? ? Under whose Name

? Special requirements

- Special occasions (Birthday, Celebrations, Business, Anniversary, Propose, Special Diet)

Book a Private Room ? Time

? Number of people / Contact number

? Price ( Minimum Charge, how much per person/per head, Private room Charge, Service Charge)

? Ordering Drinks/ Food in advance

? Special requirements ( Table, drinks, special diet) ? Under whose Name Reserving the Banquets

? Time / Under whose name/Contact Name ? Budget for the Banquet

? How many tables ( Number of people for one table)

? Price ( Minimum Charge for one table, Service Charge, Tea Charge) ? Dinning type ( Buffet )

? Dishes & Drinks ( Exclude or include) /Menu ? Requirement of Decorations

? Deposit / How to pay Quick Exercise

? You should sit ……. You’d like. ? Is this table fine …….. You?

? Would you like to ….. the table over there? ? Would you like to sit …… the window? ? If you want it tomorrow, I’ll have it … for you

? Which would …..,here by the window or near the door? ? Can you …… me a table for two? ? We will have you …. As soon as possible. Seating Guests

? With / Without Reservation

? There is no available table/ no window tables ? If there is wait for the guests ? How to show the tables to guests ? The process of seating the guests ? Presenting the drinks and food menu ? Taking drinks order

? Giving time to guests to choose food

? Serving Drinks Part 2

Serving Breakfast ? Continental Breakfast ? American Breakfast

Sausages, Bacon, Oats (Cereals), Fruit, Coffee/Tea, Baked potatoes, Milk, Pastries, Toast, Jam, Butter, Eggs

? British Breakfast ? Chinese Breakfast

Eggs: sunny Setup, over Easy, Fried, scrambled, Boiled, Poached Serving Chinese Food Key Information

? Greet the guests With or without Reservation ? Showing the table Seating the guests ? Taking tea order Taking food order ? Any Beer or Chinese Wine Settling Bill Taking drinks & food Orders Beginning

? Special of the day (Soup, Fish, Dessert)

? Recommendations ? Taking Drinks order ? Taking Food order -- Appetizers /Starters -- Entrees

-- Main course (Mains) -- Dessert -- Side dishes

-- Special Diet (Gluten Free, Vegetarian, No Dairy products, No Pork/ Beef/Peanuts ) Taking Drinks order

? Would like anything to drink? ? Anything to drink?

? Will you have anything to drink? ? Would you like to have a drink first?

- Wine, Beer, Soft drinks (Carbonated Drinks ), Cocktails/Mocktails (non-Alcoholic), Spirits( Vodka, Whisky), Juices - Aperitif 开胃酒，Digestif 餐后酒 Steak/ Lamb/Pork - Blue 一成熟 Rare 二三成熟

- Medium Rare 四成熟 Medium 五成熟 - Medium-Well 六七成熟 Well-Done 九成熟 - Very Well-Done 全熟

Sauce: Mushroom, Red wine Jus, Black Peppercorn Type of Steak: Tenderloin/Fillet, Rib-Eye, Sirloin, T-Bone Key Sentences ? How would you like your steak cooked? ? Would you like it rare, medium, or well-done? ? How do you wish your steak served? ? How would you like it?

? Your well-done steak will take more 20 minutes to cook Key Sentences for Recommendation ? It’s our Chef’s recommendation ? I would recommend (the roast lamb) ? I am sure you will like it. It’s tasty ? Many guests like it very much

? We have got a lot of good feedbacks on this dish ? Would you like to have a try/ Give a try? During

Key Sentences

? Here your Entree/ Main course/Dessert ? Would like some more drinks? ? Would like another glass of wine ? How was your food/Salad?

? I will check with kitchen, Sir/Madam. Just a moment, please ? Was everything okay for you? Finishing Key Sentences

? Have you done with everything? ? Would you like any coffee or tea?

? Would you like your coffee/tea to go with your dessert or after? ? Which digestif would you like to have? Key Sentences

ǚ How would like to pay?( Cash/ Credit Card/Room Charge) ǚ Was everything fine? Are you satisfied? ǚ Here is the bill

ǚ Please sign here/ Your Signature Please ǚ Have a nice evening!/Enjoy your rest of day!

Assignment – Prepare a Conversation – Specific Requirements

- Reservation making - Seating Guests - Taking drinks/ food orders - Serving Dishes - Settling the bill - Farewell – 3- 4 people( Guest, Two Waiting Staff) – 10 minutes Only

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