1、【判断题】an airport hotel is a hotel which aims at convention service
2、【判断题】a convention hotel is a hotel for people who don’t want to own their homes .
3、【连线题】match the definitions on the left with the terms on the right.
2.7章节测验2-1
1、【单选题】the confidence of empowered employees comes form ______. a、supervision b、training c、management support d、both b and c
2、【单选题】if you have a credit card, you can use it to pay for almost anything except _____. a、buying a apartment b、taking a trip c、drinking in a cafe d、buying credit
5、【填空题】front office department and housekeeping department are combined as department.
2.8章节测验 2-2
1、【单选题】the word “reservation” equals to（）. a、check-out b、investment c、book d、cancellation
2、【单选题】after greeting a new guest, the receptionist needs to _____. a、call housekeeping department to check the room b、ask the guest the length of his stay. c、ask the guest’s id card d、check the guest’s reservation
3、【单选题】a : would you show me your room key, please ? b : ___________________________ . a、here we are b、here are you c、here you are d、here are we
4、【单选题】what should the reservationists say when they pick up the phone? a、hello, welcome to our hotel! b、this is reservations, may i help you? c、good morning, who are you? d、hello, who is speaking?
5、【单选题】每日平均房价的缩写是... a、adr b、dap c、adp d、dnp
6、【单选题】the _____ is paid before guests actually stay in the hotel. it’s often used to reserve (hold/save) their place, and there are policies (rules) about what happens to the money if they cancel their reservation. a、room fees b、cash c、tips d、deposit
7、【单选题】okay, let me see if there are rooms available. oh, we have vacant rooms. would you fill out this ______ for me please? a、check book b、invoice c、registration form d、confirmation page
8、【单选题】the two main procedures of the receptionist are: a、helping guests with check-in and check-out. b、greet the guests and escorting guests to the room. c、helping guests with check-in and concierge services. d、making reservations and responding to guests’ requests.
9、【单选题】if a hotel receives more reservation than the hotel can accommodate at the same day, we called it: a、upselling b、dnd c、occ d、overbooking
10、【单选题】guest: excuse me, which is the way to the bar? concierge: _______________ a、it's over there, next to the dining hall. b、okay, one moment please. c、turn right. d、you can ask our front office staff.
11、【单选题】a guest comes to your front desk and asks for a recommendation for a good place to taste local food, which is the best answer for the guest? a、tell the guest to ask someone else. b、tell the guest you are not sure about it. c、recommend a food application for the guests to find the place. d、guide the guest to the concierge counter, and ask concierge staff to help the guest.
12、【单选题】what are appropriate things to say to guests? a、“please wait for a moment.”; “thank you for calling.” and “hey, how are you?” b、“i don’t know.”; “how you doing sir?” and “ it’s my pleasure.” c、“ this way, please.”; “thank you for calling.” and “may i help you?” d、“yes?”; “hi, who are you?” and “good morning madam.”
13、【多选题】the facilities used in recreational service are: a、printing service b、sauna c、tennis courts d、ballroom
14、【判断题】the concierge is usually located near the main entrance to the lobby.
3.3章节测验 3-1
1、【单选题】what to say when the room attendant knocks at the guestroom door to provide housekeeping service. a、excuse me. may i come in? b、hello, is anybody in? c、morning, housekeeping. may i come in? d、please open the door. i want to make up your room.
2、【单选题】why is it important for a hotel to provide good laundry service? a、because it is free of charge to the guests. b、because it will leave good impression on the guests and make them feel at home. c、because it is not a big deal for a hotel. d、because it is a routine for a hotel.
3、【单选题】when to do the turn-down service. a、in the morning. b、in the noon. c、in the evening. d、late in the afternoon or in the evening.
4、【单选题】which service the hotel cannot provide for the guests? a、cash deposit-and-withdraw service. b、wake-up call service c、laundry service d、extra bed service
5、【单选题】which of the following services does not belong to personal services in hotel? a、express laundry service b、butler service c、guestroom making-up service d、baby-sitting service
6、【判断题】the turn-down service can be provided only in the evening.
7、【判断题】if the guest has counted the laundry, you don’t need to count it again.
8、【排序题】give the right order of doing the chamber service.
3.5章节测验3-2
1、【简答题】define housekeeping and explain the various types of housekeeping.
2、【简答题】what is the role of an executive housekeeper in a hotel?
3、【口语题】what are the duties and responsibilities of a public area supervisor?
4、【口语题】what is the ideal staff requirement for the housekeeping department?
4.4章节测验 4
1、【单选题】the following items are western style tableware except for: a、fork b、knife c、spoon d、chopstick
2、【单选题】what is the appropriate length for a table cloth flapping down the table edge in a typical western restaurant? a、10-20cm b、40-50cm c、30-40cm d、15-25cm
3、【单选题】how to express “七分熟” in english? a、well done b、medium c、medium well d、rare
4、【单选题】how to express “西餐零点”in english? a、a la carte b、western banquet c、western food d、western dinner
5、【单选题】which of the following item is alcoholic beverage? a、coffee b、tea c、coke d、grape wine
6、【单选题】service in a hotel by which meals or drinks are provided for guests in their rooms is called: a、dinner service. b、room service. c、meal service. d、drink service.
7、【单选题】a type of food made by beating eggs and cooking them in a flat frying pan and may be folded around, it is called: a、ham. b、cheese. c、omelet. d、jelly.
8、【单选题】which one of the following statement is not correct? a、room service is a small department in a big hotel, but not necessary. b、room service can help support a higher average daily rate for guest room. c、room service attract more occupancy. d、room service is a service people expect, enjoy and will pay for.
9、【连线题】dialogue host(h): good afternoon, beauty restaurant! what can i do for you? guest(g): good afternoon.1 . h: ok, 2 . g: private room h: miss, 3 , but we can give a table at 8:00 p.m. g: thank you, 4 . h: i am sorry, miss. g: it doesn’t matter. h: anyway, 5 . goodbye.
10、【连线题】dialogue waiter (w): 1______________________________. guest (g) : yes, i think we ‘re ready. my friend would like the lamb and i’d like the fillet steak with fried potatoes and a green salad. w: one lamb and one fillet steak with fried potatoes and a green salad.2______ . g1: oh, medium, please. w: very good, sir. and would you like anything to start? g2: yes, i’d like a soup. w： 3______________________________ madam? g2: oh, the vegetable soup, i think. w: vegetable soup, and for you sir? g1: well, i am slimming. i am not too sure. w: 4____________________. g1： ok, yes w: 5___________________________. g1: yes, we will have red california.
5.2章节测验 5
1、【单选题】please decide who could say the sentence:thank you. are you looking for something special, sir? a、guest b、shop assistant
2、【单选题】please decide who could say the sentence:great! but i wonder if you can ship the goods to the states. a、guest b、shop assistant
3、【单选题】please decide who could say the sentence:yes, of course. we have a very efficient system. we can pack and ship anything for you. a、guest b、shop assistant
4、【单选题】please decide who could say the sentence:i’m just browsing. a、guest b、shop assistant
5、【单选题】please decide who could say the sentence:good afternoon, sir. welcome to our shop. may i help you? a、guest b、shop assistant
6、【单选题】when reserving the conference service for the guests, what kind of information should be recorded? a、the number of attendee b、the required equipment c、the size of the conference room d、all of the above
7、【单选题】which of the followings is not the basic facility in the conference service? a、laptop b、lcd screen c、loudspeaker d、raise tier
8、【单选题】who is the usual customer of the conference service? a、the company planner b、the factory worker c、the receptionist d、the waiter
9、【单选题】which one does not a conference service provide for the guest? a、the catering service b、the facility service c、the booking service d、the room service
10、【单选题】how many basic kinds of the conference types are there? a、1 b、2 c、3 d、7
6.3章节测验 6
1、【单选题】what kind of massage service can you provided? a、body massage b、point massage c、foot massage d、all of above
2、【单选题】because you are our vip, we can give you 70% _______. a、a discount b、discounts c、some discount d、discount
3、【连线题】translation matching
7.3章节测验 7
1、【连线题】conversation 1: a: waiter, i’ve broken the ____1______. i’m sorry. b: never mind. sir, you’ve injured your __2_______. a: it’s only a small cut. b: take it easy. i’ll _____3_____ for you. conversation 2: a: my ________4_________ was missing. how can that happen in a 5-star hotel? b: i’m sorry to hear that. would you mind telling me what happened? a: i put it ______5____. but now i can’t find it. b: did you go anywhere else? a: yes, i went to the _____6______. b: don’t worry. _____________7_________.
2、【连线题】translation matching
3、【连线题】food poisoning sometimes may take place in a hotel. i would deal with the emergency in this way. first, i should ___1_______ and _______2__________. then, i would call in a doctor and ___________3________________. if the medicine does not help, i would _____________4_____________.