酒店英语考试+答案.doc
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2014年大连日航饭店英语一二级考试试题
(考试时间08:
30-10:
00)
姓名(中文):
部门:
员工号:
一.选出最符合的答案填入括号内(5道题,每题2分;总计10分)
1.Q:
Hello,I’mcallingtoconfirmmyroomreservation.MynameisJaneSmith.(D)
A.Whereareyoucallingfrom?
B.Ofcourse,madam.
C.Sorry,thereisnoroomavailable,madam.
D.What’syourroomnumber,madam?
2.A:
Goodmorning.CanIhelpyou?
B:
Yes.Iwanttostayhereonemorenight.
Q:
Whatdoweknowabouttheman?
(A)
A.Hewantstoextendhisstay.
B.Heischeckingin.
C.Heischeckingout.
D.Heisgettingsomeinformation.
3.Sorrysir.Thisweekendhappenstobeourlongnationalholidayandweareallbookedup.(D)
A.Theladywantsaroombutthereisn’toneavailable.
B.Weekendsarebaddaystobookaroom.
C.Themanwantstospendhislongholidayinthishotel.
D.Themanwasnotsuccessfulinmakingaroomreservation.
4.W:
I’dliketothankyouformyenjoyablestayinthishotel.
M:
It’sbeenourpleasuretohaveyouwithus,Mrs.Smith.
Q:
Whatcanweconcludefromthisconversation?
(C)
A.Mrs.Smithhadapleasantstaywiththeman.
B.Mrs.Smithhasstayedinthishotelforalongtime.
C.Mrs.Smithhashadagoodtimeinthishotel.
D.ThemanisgladtoseeMrs.Smithgo.
5.__C__inourcheck-inproceduressincethenewmanagertookover.
A.TherearechangesB.Changeshavebeenthere
C.TherehavebeenchangesD.Wehavechanges
A:
1.ChambermaidC
2.ReceptionistA
3.RoomServicewaitressD
4.ChiefcashierB
5.PlumberE
二.请将A&B框内相对应的内容连线。
(每词1分,总计5分)
B:
A.FrontOfficeDepartment
B.FinanceDepartment
C.HousekeepingDepartment
D.FoodandBeverageDepartment
E.MaintenanceDepartment
三.选择正确的单词填入括号内。
(每词1.5分,总计45分;单词拼写错误不得分。
)
1.Oneofmanytelephonelinesinahotelwhichallhavedifferentnumbers.(Extension)
2.acollectionofinformationkeptatthefrontdeskforfrontdeskagenttouseinrespondingtoguestrequests.(Info-directory)
3.Somethingthatisdonetomakesurethatearlieractionshavebeensuccessfuloreffective.
(Follow-up)
4.Anofficialrecordedorwrittenrecordofsomething.(Logbook)
5.Ashortofficialnotetoanotherpersoninthesamecompanyororganization.(Memo)
6.Aroomfromwhichaguestisexpectedtocheckoutonagivendaywhohasnotyetdoneso.(dueout)
7.Thedescriptionoftheroomaboutitsoccupancyanditscondition.(roomstatus)
8.Performingnecessaryhousework,suchascleaning,changingbeds,laundryandsoon.(housekeeping)
9.Aserviceoritemofferedtoguestsorplacedinguestroomsforconvenienceandcomfortandatnoextracost.(amenity)
10.Adepartmentthatprovidesfoodandbeverageserviceforspecialevents.(catering)
11.Adishotherthansoupservedbeforethemaincoursetostimulatetheappetite.(appetizer)
12.Thespecificamountofeachfoodservedtothecustomer.(portion)
13.Alistoffoodandbeverageitems.(menu)
14.Anoutletwherefast-foodserviceisavailable.(snackbar)
15.Togiveajob,equipmentetc.tosomeoneforaparticularpurpose.(assign)
16.Thedifferencebetweenthecostofproducingsomethingandpriceyousellitat.
(profitmargin)
17.Astatementofalltransactionsaffectingthebalanceofasingleaccount.(folio)
18.Moneythatabusinessreceivesoveraperiodoftime.Especiallyfromsellinggoodsorservices.(revenue)
19.Makingmorereservationsthanthereareroomsorspaceinahotel.(overbooking)
20.Totellacustomerthepriceyouwillchargehimforaserviceorproduct.(quote)
21.Registration,orthetimewhenguestsaregreetedandtherecordsforguests’servicesandchargesaresetup.(Check-in)
22.Astatementthatsomethingiswrong.Agrievance.(complaint)
23.Articlestraditionallymadeoflinenbuttodaymoreoftenmadeofcotton--sheets,
Pillowcases,towels,andsoforth(linens)
24.Thepercentageorroomsorbedsoccupiedinahotelduringagivenperiod.(occupancyrate)
25.Recordofwhatthecustomermustpay.(bill)
26.Ahotelemployeewhocarriesbaggageanddoesothererrandsfortheguests.(bellman)
27.Takingcareofinfantsorchildrenonatemporarybasiswhiletheirparentsareawayorbusy.
(baby-sitting)
28.Shelter,food,drinkandotherservicesfortravelers.(accommodation)
29.Akindofhotelprovidingparkingfacilitiesforcars.(motel)
30.Alevelonascalethatshowshowgoodahotelis.(rating)
accommodation
assign
snackbar
appetizer
amenity
baby-sitting
bellman
bill
Check-in
catering
complaint
dueout
extension
Follow-up
folio
Info-directory
linens
portion
profitmargin
quote
motel
occupancyrate
overbooking
logbook
memo
roomstatus
housekeeping
menu
revenue
rating
四.阅读短文回答相应的问题。
(共20小题,每题2分,总计40分)
TheGeneralManager
Asinanybusiness,theremustbeonepersonresponsiblefortheoveralloperation.Thatpersonisthegeneralmanager,sometimes,particularlyinthelargerhotels,calledthemanagingdirector.
Inthepast,possiblyintothel930s,thehotelmanagerwasprimarilyagenialhost,personallygreetingtheguestsandseeingtoitthattheywereproperlycaredfor.Butasthebanks(throughbankruptciesandforeclosures),corporations,conglomerates,andotherbusinessorganizationsbeganacquiringhotels,thisimagebegantodisappear.Thefirstconcernofexecutivesandstockholdersofthesecompanieswasthatthepropertyshowsaprofit.Asaresult,anewtypeofinnkeeperemerged,andtodaythesuccessfulgeneralmanagerisahighlytrainedperson,capableofdirectingacomplexbusinessenterprise.
Runningahotelisafull-time,24-hours-a-day,seven-days-a-weekoperation.Thehotelisneverclosed-therecanbenotimeoff,noholidays.Someonerepresentingmanagement,andsomemembersoftheoperatingstaff,mustbeondutyeveryhourandeverydayoftheyear.Nobroadpolicycouldpossiblycopewiththemanydiversesituationsthatoccurdailyinanygivenhotel.
Thegeneralmanageristhepersonresponsiblefordefiningandinterpretingthepoliciesestablishedbytopmanagement.Inaddition,thesuccessfulmanagermustimplementandimprovethemand,onoccasion,maybeforcedtocompletelydisregardthem.Toperformthesedutiesproperlyrequiresaworkingknowledgeofallphasesofhoteloperation.Noonecanproperlygiveorexplainanorderwithoutsomeideaofwhatisinvolved.Thequickestandeasiestwayforanexecutivetolosetherespectoftheemployeesistogiveinstructionswithoutunderstandingtheirimplicationsortheamountoftimenecessarytocarrythemout.Infact,webelieveitisimpossibletoproperlyandintelligentlysuperviseanyonewithouthavingatleastageneralideaofthatperson’sdutiesandresponsibilities.
1.What’sahotelmanager’sresponsibility?
( A )
A.Overalloperation B.Administrativeaffairs
C.Severalmaindepartments D.Greetingtheguests
2.Ageneralmanagershould( C ).
A.Definethepolicies
B.Interpretthepoliciesimplementthepolicies
C.Becapableofdirectingacomplexbusinessenterprise
D.Implementthepolicies
3.Therearealwayspersonsinchargeworkinginthehotelroundtheclockbecause( D ).
A.Staffsareworkinginthehotel
B.Theywanttogreettheguests
C.Theywanttoknowthegeneralideasofthestaffs
D.Therearealwaysthingsthathappenunexpectedly
4.Asuccessfulmanageristhepersonwhocanimplementandimprove( B ).
A.hotelfacilities B.Policiesestablishedbytopmanagement
C.surroundingenvironment D.Relationsbetweenhotelandguests
5.Inthecontextofthepassage,afull-timemeans( D ).
A.12-hours-a-day B.24-hours-a-day
C.seven-days-a-week D.24-hours-a-day&seven-days-a-week
Restaurantservices
Therearemainlyfivekindsofrestaurantservices.Theyaregueridonservice,silverservice,plateservice,buffet(self-catering)serviceandtakeawayservice.Thefirstthreekindsofservicesaresit-downservicesandabuffetservicecanbebothasit-downoneandastand-upone.
Takeawayserviceisusuallyassociatedwithsnackbarsandfastfoodoutlets.Ingueridonservice,thewaitermustalwaysbewell-trainedandskilledforhehastoperformsuchthingsasfilleting,carvingandcookingspecialdishesinfrontoftheguest.Insilverservice,thefoodispreparedinthekitchenandbroughttotheguest’stableonasilvertray.Inplateservice,thewaitertakestheplatedmealfromtheservicehotplateandthenputtheplateontheguest’stable.Allthathehastodoistomakesurethatthecorrectlidislaidandthenecessaryaccompanimentsareavailableonthetable.Inbuffetservice,aguestpickshisorherowntrayandcutleryfromoneendoftheservicetableandchooseswhateverdishheorshe1ikes.
Twoformsofmealsaredistinguished:
alacarteandtabled’hote.Analacartemealisorderedcoursebycoursefromamenuwhereeachitemhasaseparatepricewhileatabled’hotemealhasafixedpriceforacompletemealorseveralcourses.
1.Whichofthefollowingcanbeastand-upservice?
( D )
A.Gueridonservice B.Silverservice
C.Plateservice D.Buffetservice
2.Whyisatake-awayserviceusuallyassociatedwithsnackbars?
( A )
A.Thefoodinsnackbariseasytotakeaway B.Peoplegotherebycars
C.Snackbarscanbefoundanywhere D.Snackbarsofferself-cateringservice
3.Whatmealisitwhenyoucanorderyourdishesseparately?
( B )
A.Buffet B.a1acarte
C.Tabled’hote D.Plateservice
4.Inthecontextofthepassage,availablemeans( D ).
A.necessary B.Canbegot
C.helpful D.Served
5.Inthecontextofthepassage,distinguishedmeans( D )
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