山东省旅游饭店业服务技能大赛获奖情况

第一篇：山东省旅游饭店业服务技能大赛获奖情况

东方儒家酒店集团在山东省服务技能大赛中勇创佳绩

12月7日，由山东省旅游发展委员会、省人力资源和社会保障厅、省总工会、团省委、省妇联、省旅游饭店协会联合举办的第二届山东省旅游饭店行业服务技能大赛决赛，经过两天的激烈角逐，完美落下帷幕。东方儒家酒店集团在本次比赛中奋勇拼搏，取得了骄人成绩。

东方儒家酒店集团在本次比赛中荣获烹饪类团体赛一等奖（第三名）、服务技能类团体赛三等奖、中餐宴会摆台三等奖、英式鸡尾酒调制三等奖、烹饪技能冷拼三等奖（金奖烹饪名师）、烹饪技能热菜三等奖（金奖烹饪名师）等良好成绩。

烹饪类团体赛主题宴会六艺礼宾宴：孔府菜以“食不厌精、脍不厌细” 为食礼文化理念，将此内化于心，用菜（宴）为载体外化于行，造就了天下无双的孔府菜。

东方儒家酒店集团烹饪团队尽承孔府先厨之遗风，适今科学之养生，呈孔府美馔于饕餮豪客，以承圣人之志，以尽美馔之善，为“五味三材，九沸九变”而探其“火为之纪”；为“甘酸苦辛咸”而尽“调和之事”；为“鼎中之变”而悟其“精妙微纤”，以达“口能言，志能喻”。可谓快哉！

服务技能类团体赛三等奖：东方儒家酒店集团秉承“大雅之家，礼宾天下”的企业文化理念，以淑女绅士的姿态服务于四面八方的来客，“我有嘉宾，鼓瑟吹笙”，我们彬彬有礼，我们好客相迎！

中餐宴会摆台白林影女士 展台设计中国梦：整体台面设计灵感来自于，中国传统的的儒家思想和极富时代特色的“中国梦”，将二者有机结合起来，可谓意义深远。子曰：“以孝当先、以诚立身、以和为贵，方可立足也！”龙是中国象征，与敞开的中国大门做背景，寓意着改革开放的中国欢迎您！

英式鸡尾酒调制张桂芝女士作品：苍翠欲滴

此酒颜色翠绿、口感清冽，让穿梭在钢筋混凝土中的人们顿感清新无比，仿佛望见远山含黛苍翠欲滴，愿现代人的生活中充满生机盎然的绿色，同时也在呼吁现在人绿色环保从我做起。

烹饪技能热菜项目徐万峰先生荣获“金牌烹饪名师”荣誉称号，参赛作品：运河第一糁，九转大肠，乱蒜牛肚丝，松籽鱼米。

烹饪技能冷拼项目褚红灿先生荣获“金牌烹饪名师”荣誉称号，参赛作品：鹬蚌相争拼福禄寿喜围碟。各种熟制食材拼成看盘和围碟，配以果酱画，食之口味层次分明，营养搭配合理，视之颜色丰富多彩赏心悦目！

本次大赛设中餐宴会摆台、西餐宴会摆台、英式鸡尾酒调制、中式铺床/开夜床、工装展示、英语口语、理论测试七个大赛项目，来自全省17地市31支代表队的129位选手参加。

东方儒家酒店集团积极响应山东省旅游饭店行业协会号召，从6月27日到10月30日集团组织进行了2届服务技能大赛，成员酒店内部也掀起了技能大练兵的高潮，经过酒店层层选拔、集团步步筛选，认真备战济宁市服务技能大赛和第二届山东省服务技能大赛，功夫不负有心人，集团员工凭借娴熟的技能、创新的理念获得诸多奖项，体现了匠心精神，展现了儒雅风采！

第二篇：韶关市旅游饭店服务技能大赛

韶关市旅游饭店服务技能大赛

为实现酒店提档升级，努力提高酒店服务人员服务技能，提升酒店接待能力。2010年4月28日，由韶关市旅游局主办、韶关市旅游协会、韶关市餐饮烹饪协会协办的2010年韶关市旅游饭店服务技能大赛在韶关市流花宾馆举行。

我酒店由总经理陆邦美任教练、由人事经理朱德玉任领队，选送了中餐部长聂文英、西餐服务员罗金花、客房领班肖业莲代表本酒店参赛。

比赛当天，来自韶关周边地区各酒店、饭店的50多名餐厅工作人员、客房服务人员参加了比赛。按照要求，评委对选手的仪容仪表、外语水平、现场操作三项作综合考评。

中餐宴会摆台对摆放餐具、折叠十种餐巾杯花，摆座椅等环节进行考核。考核选手操作的熟练性、规范性、美观性。

中式铺床内容包括铺床单、套被芯、被子定位、套枕套、枕头定位等。

在比赛现场，聂文英、罗金花、肖业莲凭借多年的工作经验和平时的勤奋练习，均在规定时间内非常娴熟地完成了各项程序。

（以下是现场拍回的照片）

第三篇：2010年温州市饭店业服务技能大赛（最终版）

2010年温州市饭店业服务技能大赛 前厅服务理论部分试题范围及参考答案

一、专业知识题（附答案要点）

1、简述预订服务流程。

预订受理与确认，预订资料记录与修改，预订录入与检查，宾客抵店前准备，预订资料存档。

2、已预订的客人抵达，但饭店无法提供其预订了的房间类型，该如何处理？ 视客人预订类别不同分别对待：对临时或等候类宾客可在其他客人取消预订或提前离店的情况下，又予以优先安排；确认类和保证类客人则应将房间升级或找同等档次的饭店，保证类客人在其他饭店的第一夜房费由饭店代付。

3、入住登记时，哪些人适用境外人员临时住宿登记表？ 外国人，华侨，港澳同胞，台湾同胞。

4、境外宾客所持的有效证件常见的有哪些种类？

护照、外国人居留证，港澳同胞回乡证，台湾居民来往大陆通行证。

5、总台接待员有哪些工作任务？

在宾客到达前准备好相关资料；办理入住登记手续并安排房间；将对客服务的有关要求及时做记录并通知有关部门；负责问询工作。

6、接待员上班后为什么要先了解客房状况表？你为预订客人安排房间的次序是什么？为什么？（说出三种即可）

饭店的客房随着宾客的入住、离店等情况处于各种状态之中，只有掌握并控制好饭店实时状态，才能准确、高效地进行客房销售。

7、客人如要用信用卡付账，如何判断是否能受理该卡？

首先检验客人所持食用卡是否属于在本饭店可以使用的信用卡，有无残缺、破损及有效期限，然后请客人在签购单上签名，并仔细核对上述情况和客人的签名。

8、常见的宾客付款方式有几种？各有何特点？

现金结账；信用卡付账；转账支付；支票支付；他人代付。

9、什么是行政楼层？它与普通客房楼层的不同之处在哪里？

现代高档、豪华饭店一般设有商务楼层，提供有别于普通楼层的贵宾式服务。单独设置接待处、酒廊和商务中心等。

10、哪些物品行李房不应予以寄存？（至少讲出四种）

11、给出几种饭店标志图形符号，请你说出它们的中英文名称。

12、在饭店当日客房已住满的情况下，遇到客人前来住宿，作为总台接待员，你该怎么办？

歉意地请客人稍候，尽量想办法。实在无法满足，可暂列为候补，或经客人同意联系其他饭店。

13、有访客要在总台给住客留言，如果你是问讯员，你该如何做？

受理访客留言，将三联留言分别放在总台、送至总机和客房。送至客房的留言应装入信封。开启留言灯。

14、外币兑换时的水单是做什么用的？

兑换水单是按当日外汇牌价换算并填制的，摘抄有宾客的姓名和证件号，宾客在中国境内没有用完兑换来的人民币，可凭此单在银行换回本国货币。

15、客人提出换房要求，做为总台人员，你是怎么处理的呢？

问清换房的原因，如合理，填写换房单，更改相关资料并通知各相关部门。

16、什么是金钥匙？他的主要工作职责是什么？

饭店中从事委托代办服务的个人或群体的总称。职责几乎无所不包，在不违反法律和道德的情况下为客人解决衣、食、住、行、游、购、娱等方面的所有难题。

17、客人的预付款金额不足时，如何采取措施？

应通过电话或通知单的形式，告知宾客前来付账，以免发生欠款太多的现象。

18、如何避免宾客逃账，如若发生，怎么处理？

对超限额消费的客人进行催收费用。密切注意签单额度大的账户。证实逃账的客人要报告给保安部以决定是否需要立案侦查。

19、大堂副理的职责是什么？

贵宾接待；处理宾客投诉，处理宾客疾病、死亡事故；回答问询；维护大堂秩序，检查大堂区域卫生与设备状况。

20、有客人到总台查询住店客人的情况，你怎么处理？

注意保护客人隐私，经客人同意才能告诉访客。如客人不在房间，可在店内寻找或提供留言服务。

二、应变题

21、退房高峰时，总台前挤满了客人，电话铃响个不停。作为收银员，你应如何应对？

22、客人进房10余分钟后，在运用了卫浴设施的情况下要求退房，并拒付房费，该怎么处理？

23、旺季，预计当日离店的客人提出多住一天，但他的房间已被预订了，怎么办？

24、商务中心人员为客人复印文件或收发传真时，应如何作好安全保密工作？

25、总台收到一封给一位在本饭店订了房而尚未到达的客人的信件，该怎么处理？

26、客人前来退房，并说自己的账将由住在另一间房的其朋友代为结清，如果你是收银员，该怎么处理？

27、客人说自己住店期间只饮用了一听可乐，结账时账单上却有两听，此时收银员应如何处理？ 28、1808房的客人要求明早7：00叫醒。作为话务员，你该做些什么？

29、客人反映在夜间有骚扰电话，作为总机话务员，你该怎么办？

30、客人前来提取行李，但声称丢了提取联，如果你是行李员，该怎么处理？

31、一位男士衣冠不整，欲进入酒店大门，如果你是门童，该如何婉拒客人？

32、用行李车运送宾客行李时，如何保证行李不受损？

33、客人是第一次来温州，他想购买一些土特产，请推荐三种特色商品。

34、在服务中，自己的心情欠佳怎么办？

35、一位住店客人致电总台，称自己卧病在床，做为总台人员，你该如何处理？

36、当客人在大堂有随地吐痰、乱丢纸屑等行为时，你刚好路过，该怎么办？

37、搭乘国内航班和国际航班的行李限额分别是多少？儿童能否享受优惠票价？

38、张先生前来探访住在818房的王先生，王先生刚巧不在。张先生想要留一件礼物请你转交给王先生。如果你是问讯员，你该怎么做？

39、遇到有不良记录(黑名单)的客人光顾饭店时，做为接待员你会怎么做？

40、给客人送信到房间，但客人不在或是房外亮着“请勿打扰”灯，作为行李员，你会怎么做？

第四篇：2011年全省旅游饭店服务技能大赛工作方案

附件一

2011年全省旅游饭店服务技能大赛工作方案

根据2011年全省旅游监管工作会议的部署安排，省旅游局决定举办2011年全省旅游饭店服务技能大赛。现制定工作方案如下。

一、目的意义

2011年全省旅游饭店服务技能大赛以“展示形象风采，促进学习交流，强化职业技能，提升服务质量”为宗旨，以提高全省旅游饭店行业整体发展水平，加快建设湖南旅游强省为目标，认真贯彻落实2011年全省旅游监管工作会议精神，全面展示我省旅游饭店行业的发展成果和旅游饭店从业人员的精神风貌，增强旅游饭店饭店及从业人员的服务意识、质量意识和标准意识，促进旅游饭店从业队伍素质和旅游饭店发展水平的整体提升。

二、组织领导

全省旅游饭店服务技能大赛分市州初赛和省级决赛两个阶段进行。省旅游局成立“2011年全省旅游饭店服务技能大赛”组委会（以下简称“组委会”），负责整个赛事活动的组织领导。组委会主任由省旅游局局长杨光荣担任，省旅游局领导刘之明、刘绵松、熊健、高扬先、王舜良、卜越辉、尚斌等任副主任，刘之明执行主任。省旅游局相关处室（单位）负责同志为成员，组委会办公室设行业管理处，负责大赛的各项具体工作。各市州旅 1

游局要相应成立全省旅游饭店服务技能大赛市州选拔赛组委会，具体负责本次大赛市州选拔赛的组织工作和参赛选手的推荐上报工作。

三、比赛项目

比赛项目为：前厅服务（前厅行李员及接待员服务）、客房服务（中式铺床）、餐厅服务（中餐宴会摆台）、餐厅服务（西餐宴会摆台）、调酒师服务（鸡尾酒调制）、保安员服务（车辆指挥及消防、保安技能）6个项目，涉及7个服务岗位。

四、参赛选手条件

各参赛选手应是饭店合同制员工，在旅游星级饭店服务岗位工作一年以上，热爱本职工作，具有良好的职业道德素质和职业技能水平，外语水平较好，无不良行为及投诉记录

五、参赛报名

以市州为单位组团参赛。根据各市州旅游星级饭店的数量结构分配参赛选手名额（附件二），各市州在组织选拔赛的基础上确定参加全省大赛的选手，并由领队、教练（各1人）和选手组成市州参赛团（报名表附三）。报名截止时间为6月30日。

六、比赛内容

1、仪容仪表（10分）：主要考察选手的仪容仪表是否符合旅游行业的基本规范及岗位要求。在选手进行相关项目比赛时，由评委进行实时评分。

2、外语水平（5分）：主要考察选手服务岗位常用英语口语表达能力。比赛方式为选手与评委进行现场交流对话。

3、岗位知识及应变能力（5分）：以回答问题形式考察选手服务岗位应知应会的知识和技能，以及服务应变能力。

外语水平、岗位知识及应变能力考察设单独考场进行。

4、现场操作（80分）：

（1）前厅接待服务（时间为8分钟）：主要考察行李员和前台接待员服务的规范性、熟练性、灵活性。

（2）中式铺床（时间为3分钟）：主要考察选手操作的熟练性、规范性。

（3）中餐宴会摆台（时间为15分钟）：主要考察选手操作的熟练性、规范性、美观性。

（4）西餐宴会摆台（时间为15分钟）：主要考察选手操作的熟练性、规范性、美观性。

（5）鸡尾酒调制（规定调制、自创调制各为5分钟）：主要考察选手操作的熟练性、创造性。

（6）保安服务（选手完成为止）：主要考察选手的应变能力和技能操作的熟练性、规范性。

每位选手的最后比赛成绩为上述1、2、3、4项之和，每个代表队的最后比赛成绩为所有参赛选手的平均成绩。

各个项目的“比赛规则及评分标准”见附四。

外语水平、岗位知识及应变能力考察不设试题库。

七、时间安排

（一）宣传发动阶段（2011年5月）。各市州旅游局在接到省局文件后，要进行广泛宣传发动，充分调动各旅游星级饭组织

参赛的积极性。各饭店要在开展技能比武的基础上，向市州旅游局推荐参加市州初赛的优秀选手。

（二）市州初赛阶段（2011年5-6月）。各市州旅游局组织初赛。初赛办法由各地自行确定。各地经初赛选拔后按照省里要求组成代表队参加全省旅游饭店技能大赛。

（三）全省大赛阶段（2011年7月）

1．时间地点：2010年7月长沙市举行（预计2天时间，具体时间地点另行通知）

3．费用：各代表队参加比赛选手（包括领队、教练）的交通费由各代表队负责，比赛期间的食宿、场地等比赛费用由大赛组委会承担（长沙市选手不安排住宿和早晚餐）。

4、比赛工具和用品：大赛组委会统一提供基本的比赛工具和用品，特殊工具和用品均由选手自备。

5、评委：由大赛组委会在全省星评员队伍中选聘，根据比赛项目需要邀请交警、消防部门人员共同组成评审组（其中，推荐1人担任组长）。

6、监督：为确保大赛的公平、公正，组委会监审组现场监督。

（大赛操作流程另行制定）。

八、奖项设置

（一）单项奖。各个单项奖按选手得分高低取前16名（允许并列），其中一等奖2名、二等奖4名、三等奖10名。其他选手由大赛组委会授予优秀奖。参赛选手在大赛中所取得的成绩，将作为评选全省旅游行业岗位明星的重要参考依据。

（二）团体奖。以代表队得分排序，取前6名，其中一等奖1个、二等奖2个、三等奖3个。获奖单位将由大赛组委会授予相应的奖牌和奖杯。

（三）组织奖。大赛设组织奖若干名。组织奖根据各代表队组织发动范围、初赛情况、赛场纪律、文明礼貌等情况考核确定。

九、工作要求

2011年全省旅游饭店服务技能大赛是2011全省旅游监管工作会议部署安排的一项重要工作，各市州旅游局、各旅游饭店要统一思想，高度重视，精心组织，务求实效。要以举办技能大赛为契机，进一步促进旅游饭店行业积极开展岗位练兵和技能培训，切实提高饭店行业从业人员素质技能，全面提升旅游饭店服务质量，为促进全省旅游业又好又快发展做出新的贡献。

第五篇：全国旅游饭店服务技能大赛英语口语比赛参考题

全国旅游饭店服务技能大赛英语口语比赛参考题

题型一 中译英

（一）中式铺床

1.这是239房间，我想加一个枕头。(This is room 1010;I would like to have one more pillow.)2.您可以在房间直拨国际长途。（You can make IDD call in your room.）

3.我们提供快洗服务，加收50%的额外费用。（We have express service at a 50% extra charge.）4.对不起，请问有没有要洗的衣服？（Excuse me.Do you have any laundry?）5.好像电话有问题。（It looks something wrong with the telephone.）

6.2135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, can you please send someone to repair/fix it?）

7.我想要一个转换插头。（I would like to have an adaptor/ I need an adaptor..）

8.这是8976房间，请送一个电熨斗。（This is room 8976, can you send me an iron please.）

9.我想要一个客房送餐服务。（I would like to have a room service.）10.客房里有小冰箱。（There is a mini bar in your room.）

11.我的房间现在还没打扫过，已经12点了。（My room hasn’t been made up yet.It’s already 12:00.）

12.请接受我代表酒店向您道歉。(Please accept my apology on behalf of the hotel.)13.我房间的电视图象不清楚。（The TV set in my room doesn’t give clear picture）14.这件毛衣要用冷水手洗。(I’d like this sweater washed by hand in cold water.)15.在房间上网是免费的。（It’s free of charge to use internet in the room.）16.房间有保险箱。(There is a safe in your room.)17.这个房间是海景房。（The room enjoys the ocean/sea view）

18.这是您房间的钥匙。我们的行李员会带您去房间。(This is your room key.Our bellboy will show you to your room.)19.我来取您要洗的衣服。（I’ve come to collect your laundry.）

20.酒店为客人提供免费的擦鞋服务。（The hotel provides free shoe shining service for its guests.）

（二）中餐宴会摆台

21.您一共有几个人用餐？（How many persons in your dinner party?）

22.请问您预订的用餐时间是什么时候？（May I know the time for your dinner reservation?）23.请问以谁的名义预订？（In which name, please?）

24.您愿意吃西餐还是中餐？（Would you like Western food or Chinese food?）25.您喜欢坐哪个位置？（Where would you like to sit?）

26.这个餐桌的位置可以吗？（Will this table be all right for you?）27.抱歉让您等这么久。（Sorry to have kept you waiting.）28.您现在点菜吗？（May I take your order now?）

29.对不起。我马上去给你催一下你的菜。（I’m very sorry.But I’ll go to rush your order right now）

30.您想喝什么酒？(What wine would you like to have?)31.这是菜单。服务员马上就来。（Here is the menu.The waitress will be with you in a moment.）32.给您再添点米饭好吗？(Would you like some more rice?)33.餐厅现在客满。但我们可以在20分钟以后安排您入坐。（the restaurant is full now.but we might be able to seat you in 20 minutes.）

34.值班经理马上就来。（The duty manager will come here soon.）35.我们会尽快给您答复.（We will answer you as soon as possible）

36.对此造成的不便，我们非常抱歉。（We are terribly sorry for any inconvenience caused.）37.您能告诉我事情的详细经过吗？（Can you tell me/describe what happened in details?）38.您是用信用卡还是现金结算？（Will you pay by credit card or in cash?）

39.先生，您的桌子已经准备好了。请您随我来，好吗？（Your table is ready, sir.Could you come with me, please?）

40.意大利餐厅在饭店二层。（The Italian restaurant is on the second floor of the hotel.）

（三）西餐宴会摆台

41.这是西餐厅，能为你服务吗？（Western Restaurant.May I help you?）42.您来点俱乐部三明治吗？（Would you like Club sandwich?）

43.您的牛排是要全熟的还是三分熟的？（Would you like your steak well done or rare?）44.我想来杯加冰的威士忌。（I’d like a cup of whisky on the rock.）45.你要甜点心吗？（Would you like to order a dessert?）46.你们有什么样的馅饼？（What kinds of pie do you have?）47.先生，您还要点什么吗？（Would you like anything else, sir?）48.请问现在可以结帐了吗？(May I make out the bill for you now?)49.您准备把费用记到您的饭店总账上吗？（Would you like to put that on your hotel bill?）50.对不起，您不能在这里签单。(Sorry, you can’t sign the bill here.)51.您早餐想吃点什么？(What would you like to have for your breakfast?)52.你们的大陆式早餐都提供些什么？（What do you serve for Continental breakfast?）53.我想坐在角落里的那张桌子，你能给我安排一下吗？(I’d prefer the table in the corner.Can you arrange it for me?)54.请问您怎么付钱？（How would you like to make your payment?）

55.晚餐要不要来点葡萄酒？(Would you like to have some wine with your dinner?)56.能不能给我们推荐点好的酒？(Could you recommend some good wine to us?)57.您需要看菜单吗？(Would you like to see the menu?)58.我可以点与那份相同的餐吗？(Can I have the same dish as that?)59.您先来点什么？(What would you like to start?)60.坐出租车从酒店到机场大约需要30分钟。（It will take 30 minutes by taxi from hotel to the airport.）

（四）调酒

61.等一会我会回来为你点单。（I'll return to take your order in a while.）62.“Bourbon on the rocks”的意思是波本威士忌加冰块。（“Bourbon on the

rocks” is Bourbon whiskey on ice cubes.）

63.从你入住我们的酒店后，你就可以签单。(Since you stay at our hotel，you may sign the bill.)64.我们有一瓶保存了20年的葡萄酒。(We have a bottle of wine that has been preserved for twenty years.)

65.茅台酒精度数要比黄酒高。(Mao Tai is much stronger than shaoxing rice wine.)66.先生，这是酒单，请慢慢看。(Here is the drink list, sir.Please take your time.)

67.非常抱歉，还有什么可以为您效劳吗？(I do apologize.Is there any thing I can do for you?)68.酒吧里有表演，您愿意去看吗？（There is a floor show in our pub.Would you like to see it?）

69.您要喝点茅台吗？这酒从不上头。(Would you like to have some Mao Tai? It never goes to the head.)70.酒吧现在客满，请稍等约20分钟好吗？(The bar is full now.Do you care to wait for about 20 minutes?)71.我们供应很多种饮料，请自便。(We serve many kinds of drinks.Please help yourself.)72.您不介意把餐桌一边的窗户打开吧？(Would you mind opening the window by the table?)73.如果您不介意，我们可以为您看管行李。(If you don't mind, we can take care of your baggage for you.)

74.我们有上好的饮品。(We have got good drinks.)

75.“绿岛”(鸡尾酒名)的口感相当好。(“Green Island” tastes very good/excellent.)76.本地啤酒很有特色。(Our special is the local beer.)

77.这是米酒，用米酿制的。(They are rice wines, made from rice.)

78.我们有些新制的鸡尾酒，如“白色美人”、“水立方”、“天堂鸟”等。(We have got some newly made cocktails, such as “White Beauty”, “Water Cube”, and “Bird’ Nest”.)

79.“罗马假日”(鸡尾酒名)看上去不错。(“Holiday In Rome” looks nice.)

80.“红粉佳人”(鸡尾酒名)的味道有点儿甜.(The taste of “Pink Lady” is

sweet.)

题型二 英译中

（一）中式铺床

1.Housekeeping, May I come in?（我是客房服务员，可以进来吗？）

2.When would you like me to clean your room?（您需要我们什么时候打扫房间。）3.Good evening.May I do the turn-down service for you now?（现在可以为您开夜床吗？）4.I need one more pillow please.（我需要加个枕头。）5.The air-conditioner doesn’t work.（空调坏了。）6.We'll dry-clean the dress.（我们将干洗这条裙子。）

7.When can I have my laundry back?（我何时能取回洗的衣服呢？）

8.Do you prefer your laundry by express service or returned on same-day?（您是要快洗服务还是当日取？）

9.The indemnity shall not exceed ten times of the laundry charge.（赔偿金额最高不超过洗衣费的十倍。）

10.The water tap was dripping all night long.（水龙头一晚上都在滴水。）

11.If you have any problems or requests, please don’t hesitate to let us know.(如果您有问题，请随时找我们。)12.Please deposit your money, jewels 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。）

13.Sorry to have caused you so much trouble.（很抱歉给您带来这么多麻烦。）

14.I assure you it will never happen again.（我向您保证，这类事情以后不会再发生了。）15.Please keep your room key with you all the time in case you need it when you sign your bills.(请将房间钥匙随时带在身边，以防签单时要用)16.You can make long distance call from your room.（您可以从您房间里打长途电话。）17.Local calls made from the hotel room are free of charge.（在房间内打市话是免费的。）18.Here’s a letter for you, Mr.White.（怀特先生，这儿有您的一封信。）

19.The business hours are from 9:00 a.m.to 10:00 p.m.（营业时间是上午9点到晚上10点。）20.Is it possible to rent a bike here？（酒店有自行车出租吗？）

（二）中餐宴会摆台

21.The minimum charge for a private room is 200 Yuan per person.（包间的最低人均消费是200元。）

22.Here is your card and invoice.（这是您的信用卡和发票。）

23.I want a table with a view of the garden.（我想要张能看见花园的桌子。）24.May I have a print of your credit card?(能不能刷一下您的信用卡？)25.You reserved a table for two by the window.（您预订了一张靠窗的两人桌。）26.Would you like the table by the window?（您喜欢坐靠窗的位置吗？）

27.We will have you seated as soon as we get a free table.（一有空桌，我们就安排你们坐下。）28.What kind of cuisine do you serve in your restaurant?（你们都有些什么风味的菜？）29.What’s your recommendation for us?（您给我们推荐什么菜？）

30.Would you like to try our House Specialty?（您想尝尝我们的招牌菜吗？）31.It looks good, smells good and tastes good.（这道菜色、香、味俱全。）32.There is a street where the local food is served.（有条街提供当地小吃。）33.We will change you to non-smoking area.（我们给您换到非吸烟区。）34.How long does it take from here to the airport?（从酒店到机场要多长时间？）

35.Could you give us a brief description of the Chinese food?（能不能简单给我们介绍一下中国菜？）

36.How long do you think we will have to wait?(我们要等多久？)37.Beggar’s Chicken is one of the most famous dishes of Hangzhou.（叫化童鸡是杭州最有名的菜肴之一。）

38.Would you care for a drink before you order, sir?(先生，点菜前想喝点什么吗？)39.We’d like to have some good dishes of Chinese characteristics.（我们想要几个有中国特色的好菜。）

40.The total amount is one hundred and eighty Yuan.(总共180元)

（三）西餐宴会摆台 41.How would you like your steak cooked?(您希望您的牛排怎么烧？)42.Would you like your steak well done or rare?（您的牛排是要全熟的还是三分熟的？）43.I’d like a cup of whisky on the rock.（我想来杯加冰的威士忌。）

44.If you need ice cube, please contact Housekeeping.（如您需要冰块，请与客房中心联系。）45.You can try our new Thai style food.（您可以尝试一下我们新推出的泰国菜。）46.You can book the tickets in the business center.（您可以在商务中心订票。）47.Is there a Muslim restaurant nearby？（附近有清真餐厅吗？）

48.I would like a cup of tea with a slice of lemon，please.（我想要杯柠檬茶。）49.The Reception Desk is straight ahead．（接待处就在前面。）

50.What would you like to go with your steak?（您的牛排配什么菜呢？）

51.Excuse me, could you tell me the way to the Great Wall?（你能告诉我怎么去长城吗？）52.You can go to the railway station by subway.（您可以坐地铁去火车站。）

53.It is about 20 minutes’ drive from Tiananmen Square to the National Stadium.（从天安门到国家体育馆开车大概二十分钟。）

54.Here is the menu and the wine list.Would you like to order an aperitif?(这是菜单和酒水单。您要先来点开胃酒吗？)55.Do you fancy a starter?(你们喜欢来点餐前小吃吗？)56.Could you tell me how to use chopsticks?(你能告诉我怎么用筷子吗？)57.By the way, what is this thing under the chopsticks?(顺便问一下，筷子底下的东西是什么？)58.I’ve never had any food as delicious as this.(我从没吃过这么鲜美的菜肴。)59.Would you like to see our cake selection?(您要看看我们蛋糕的种类吗？)60.Have you decided on anything, Madam?(太太，您决定点什么菜了吗？)

（四）调酒

61.I’d like a glass of “ Tree Shadow In Coconut Forest”(鸡尾酒名).(我要一杯“椰林树影”。)

62.“Summer Sunshine”(鸡尾酒名)would be nice.(来一杯“夏日阳光”。)

63.People like “Dance Of Bright Sun”(鸡尾酒名)very much.(大家都很喜欢“艳阳之舞”。)

64.“Star Of Good Fortune”(鸡尾酒名)sells well.(“幸运星” 销路很好。)

65.“Setting Sun At Dusk”(鸡尾酒名)sounds very interesting.(“日落黄昏” 听起来很有意思。)

66.Would you like a table, near the bar or by the window?(你是坐在吧台旁还是坐在窗口旁？)67.Here are some peanuts, and they are free.Please enjoy.(这是你的花生米，请

免费享用.)

68.I’d like a glass of whiskey, straight up.（来一杯威士忌，纯喝。）

69.How about a “night up”?(临睡前再来一杯，怎么样？)70.Two ounces scotch on the rocks，please(要一杯两盎司加冰的苏格兰

酒)

71.The name of “Bright Stars”(鸡尾酒名)is romantic.(“星光灿烂”的名字

很浪漫。)

72.A glass of whiskey, half and half.(一杯威士忌，一半水，一半酒。)

73.How would you like your brandy, up or down?(您的威士忌，加冰还是不加冰？)

74.Scotch over，please.(一杯加冰的苏格兰酒。)75.“Love Story”(鸡尾酒名)and “Very Warm Kiss”(鸡尾酒名)are different from each other.(“爱情故事” 和 “烫热之吻” 互不相同。)76.Make it two, please.(在给我来一杯。)

77.Please bring me a pot of hot coffee.(请给我一壶热咖啡。)78.Do you honor this credit card?(你们接受这张信用卡吗？)

79.Please page Mr.I.i in the bar for me.(请叫一下在酒吧里的李先生。)

80.There is difference between “Burning Sun”(鸡尾酒名)and “Dance of Bright Sun”(鸡尾酒名).(“烈日骄阳” 和 “艳阳之舞” 之间有不同点。)

题型三 情景对话

（一）中式铺床

1.If the guest wants to make an international call, how would you tell him?

(Dial 9(or other number)first and then your country code, city code and the number you want.)2.If the guest comes to you and says he/she can not open the door, what would you do?(I would go with him to him room to have a check.And have his key changed if necessary)3.When the guest asks you to take her clothes for laundry by phone, what would you say?(I will pick up your laundry soon and may I have your room number?)4.When you are going to clean the room for the guest, and the guest tells you it is not convenient for him now, what would you do?

(I’ll ask the guest when it will be convenient and note it down in the logbook.)

5.When the guest calls the housekeeping service center, and wants an extra pillow, what would you say?

(We will send one to you immediately, and may I have your room number?)6.If the guest calls the housekeeping service center, and says he/she is very cold, how would you do?

(I’ll tell the guest there is a blanket or quilt in the closet, or I’ll send him/her an extra blanket or quilt.)7.When you are going to make turn-down service for the guest, but the guest is working, what would you do?(I would ask the guest if it is ok to do now, if not, when it will be convenient.)8.If the guest calls the service center and says the bulb in his room is broken, what would you do?(I’ll apologize to the guest and tell him/her the electrician will be there soon.)9.How would you introduce your guestroom to the guest?

(I would tell the guest about the equipment, the views, the service guide, and security of the guestroom)10.If the guest comes to tell you that his room is smoky and he wants to change it.But you do not have another room available.What would you do to solve the problem?(I would first apologize for it and explain the situation to him and help him

get rid of the smell by opening the window and cleaning the air.)

(二)中餐宴会摆台

11.You are the waiter/waitress, and you want the guest to sign the bill, what should you say?(Would you please sign the bill, sir/madam?)12.What would you say to the guest if you want to confirm his/her reservation?(May I confirm your reservation, sir/madam?)13.What would you say to confirm the guest’s order?

(May I repeat your order now?)14.What is “Mapo Tofu”?(Mapo Tofu is spicy bean curd, it is a classical Chinese dish.)

15.When a guest calls to reserve a private room for dinner, what information do you have to know?(I have to know the date and time for the reservation, how many persons, and if there is any special requirement)16.If the guest made a complaint about the dish, how would you do?

(I would apologize to the guest, find out the reason, and change the dish or give him discount according to the situation.)17.How would you introduce your restaurant to the guest?

(I would tell the guest the business hours of the restaurant, the specialty, the popular dishes, the taste and so on.)18.How would you introduce your restaurant to the guest?

(I would tell him about the business hours, the specialties, and the special programs and so on)

19.When the guest finishes his dinner, and you want to know his suggestion, what would you say?（I would ask the guest whether he has enjoyed the dinner or whether there is anything the hotel can do to improve.）

20.If the guest wants to have something which your restaurant doesn’t have, what would you say to him?

(Sorry sir.This is not available in our restaurant.But can I suggest some...?)

(三)西餐宴会摆台

21.After the guest pays the bill, and you want to express your good wishes, what would you say?

(Thank you for your having chosen our restaurant and have a good time staying in our hotel.)

22.If the guest wants to know the business hours for breakfast, what would you say?

(The breakfast is served from 6:00 am to 10:00 am)

23.If you learned that the guest would leave the hotel very early next morning.What suggestion would you give him?

(I would suggest him to have his bills paid in the night in case there is hurry in the morning.)24.What would you say to someone who walks into your restaurant for a meal?

(Welcome to our restaurant.Do you have a reservation?)

25.When the guest orders the beefsteak, what do you have to pay attention to?

(How would the guest like it done: well done or rare.)26.If you find that the guest leaves the restaurant without paying his bill, what would you do?

(I would go and politely tell him that he has forgotten to pay his bill.)27.If the guest comes to the Western Restaurant for Chinese food, what would you do?

(I would say sorry to him and tell him where to go to have Chinese food.)28.If the restaurant is full when the guest comes, what would you say to the guest?

(I would say “we are very sorry, but there is no seat available at the moment.Could you please just wait for a moment?”)29.If the guest takes out his cigarette and starts smoking in a non-smoking area in the restaurant, what would you do?

(I would go to him and politely tell him that this is a non-smoking area and ask him to smoke in the smoking area.)30.While you are on duty.What would you say if the guest invites you to a drink?

(I would tell him that I am working.So I’m not supposed to accept the guest’s invitation.But I would thank him all the same.)

（四）调酒

31.What drinks do guests usually order after meal?

(After meal, guests usually order Brandy or Liqueur of port wine 波尔图 葡萄酒)

32.What is champagne?

(Champagne is a sparkling, dry, white wine originally from the region of

Chamagne.)

33.What is cognac?

(Cognac is a brandy distilled in the town of Cognac, France.)

34.What is whiskey?

(Whiskey is distilled alcoholic liquor made from grain, usually containing from 43 to 50 percent alcohol.)35.What does “V.S.O.P” mean?

(“V.S.O.P” means V—very S—superior O—old P—pale.)36.Can you mention four major kinds of Cocktail?

(They are Short Drink（短饮类）, Long Drink（长饮类）, On the Rock（洛 克类）and Shooter（舒特类）).37.Can you tell the four basic methods to make cocktail?

(They are shake(摇和法), stir(调和法), build(兑合法)and blend(搅和 法).)38.What does “on the rocks”mean?

(“on the rocks”means served over ice cubes, that is to say, putting the ice cubes into the glass, and then pouring the liquor on the ice.)39.What kind of drink is cocktail?

(The cocktail is a drink made by blending spirits together or adding condiments to a wine or more.)40.What does “Dry” mean?

（As for Wine, “Dry” means “not contain any sugar”.As for Jin and Beer, “Dry” means “strong”）