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2016年江苏省职业院校技能大赛酒店服务賽项英语题库客房情景应答及答题要点：1.Q：Howdoyourespondifaguestwantstobuysomethingnicetotakebacktohislittlegirl?A：Iwillrecommendthehotelgiftshoptotheguest.Andiftimepermits,Iwillrecommendthelocalmarkettohimaswell.2.Q：Youcometomakeuproomforaguest,buthetellsyouthatheprefersitlaterbecauseheisbusydoingsomepaperwork,whatwillyousay?A：Iwillsay:That’sallright.Iwillcomebacklater.Whattimewoulditbeconvenientforyou,sir?3.Q：Youaremakinguproomswhenaguestcomesandasksyoutorescheduleandcleanuphisroomnow,sinceheishavingavisitorinanhour.Whatwillyousay?A：Iwillsay:Weusuallydothecheck-outroomsfirst,butwecanmakeuproomsearlieronrequest.4.Q：Whatwillyoudoiftheguestsaysthatshewantstouseherhairdryer,butit’s110volts?A：IwilltelltheguestthattheelectricalvoltageinChinais220volts.AndIwillsendheratransformerorahairdryerfor220volts.5.Q：Iftheguestsaysthathewillleaveandcomeback2dayslater,andheisnotabletotakethelaundrythenextday.Whatwillyousay?A：Iwilltellhim:theyprovide“hold-for-return”serviceintheLaundryDepartment,wherehecanhavehislaundrykeptuntilhereturns.6.Q：Youaregoingtodoturn-downservicefortheguest,butheisworking,whatwillyoudo?A：Iwillasktheguestifhe’dlikemetodotheturn-downservicenow.Ifnot,Iwillaskhimwhenitwillbeconvenientforhim.7.Q：Whatwillyousayiftheguesttellsyouthetemperatureintheroomisnotagreeable?A：Don’tworry.Iwilladjusttheair-conditioningforyou.8.Q:Iftheguestcomestoyouandsayshecan’topenthedoorwiththekeytohisroom,whatwillyoudo?A:Iwillgoandhaveacheckwithhim,andhelptohavehiskeychangedifnecessary.9.Q：Whatdoyouasksoastoseewhethertheguestneedssomemorehelp?A：Goodafternoon.Iseverythingallright?IsthereanythingelseIcandoforyou?10.Q：Iftheguestcomplainsthatthereishairalloverinthebathroom,whatwillyoudo?A：Iwillapologizefirst,andthenIwilltelltheguestwe’llhavearoomattendanttakecareofthisimmediately,ashygieneandtidinessisourtoppriority.11.Q：TrytointroducethedifferenttypesandstylesofroomsinthehoteltoMr.Bellowswhoismakingareservationoverthephone.A：Whatkindofroomwouldyoulike,Mr.Bellows?Wehavesinglerooms,doublerooms,suitesanddeluxesuitesinJapanese,British，Roman,Frenchandpresidentialstyles.12.Q：Aguesttellsyouthatheisattendinganimportantconference,andwantstohavehissuitdry-cleanedassoonaspossible.Whatwillyoudotohelp?A:Iwillsuggestthathetaketheexpresslaundryservice.Therewillbeanextrachargeof50%fortheexpress,butthelaundrywillbesentbacktohiminfourhours.13.Q：Whatwillyoudoiftheguestwantstosurftheinternetinthehotel？A：Iwilltelltheguestthatthehoteloffersfreeinternetserviceintheroom.Besides,guestisalwayswelcometotheBusinessCentreortheInternetCaféofthehotel.14.Q：What’stheinformationyougivewhenyou’reintroducingaguestroomtotheguest？A：Iwillintroducetheequipment,theservicesprovided,specialfacilitiesandtheviewtheguestmaygetfromtheroom.15.Q：Whenaguestcallstoaskifyoucansendsomeonetotakeherlaundry,whatwillyousay?A：SureIwillinformthevalettopickupyourlaundry.MayIhaveyourroomnumber,please?16.Q:Youshowtheguesttohisroom,andheaskswherehecangettheslippers.Whatwillyousay?A:“Letmegettheslippersforyou,theyarehereinthewardrobe.”17.Q：Iftheguestsayshewouldliketosleeplatethenextmorning,whatwillyousuggest?A：Pleasepressthe“DoNotDisturb”(DND)buttonbeforeyougotobed,andyouwon’tbedisturbedthenextmorning.18.Q：Aguestwondersiftheoutdoorswimmingpoolofthehotelisarightplacetocooloffandrelax.A:Ouroutdoorroof-topswimmingpoolfeaturesa150-metrelongpool.Itpresentsanexcellentoasisforthegueststocooloffandrelaxafterabusyday.19.Q:Iftheguestasksyoutolookafterthebabyforher,whatwillyousay?A:I’msorry,madam.Ican’tdothat.It’sagainstourhotel’sregulation.Butwehaveaverygoodbaby-sittingservice.Thesittersarewell-educatedandreliable.20.Q：Whatdoyouneedtocheckwhenyoucollecttheguest’slaundry?A：Iwillcheckhowmanypiecesoflaundrythereareandseeiftheguesthasfilledoutthelaundrylist.21.Q：Whatwilltheattendantsaytohelpifaguestaskstohaveastainonhisclothesremoved?A：Sure.Wewilltryourbesttoremovethestainbutwecannotguaranteetheresult.22.Q：Whatwillyousaywhentheguesthasfinishedchecking-inattheFrontDesk?A：Hereisyourroomkeyandthebellboywillshowyouuptoyourroom.Hopeyou’llenjoyyourstayinourhotel.23.Q：AsaFrontOfficeclerk,howdoyoudealwithamiscalculatedbill?A：Iwillapologizeforthemiscalculationtotheguestfirst,andthencheckitwiththedepartmentconcerned.24.Q:WhatwillyousayiftheguestcomplainsthebeefsteaksentbyRoomServiceisrare,whileheaskedforwell-done?A:I’mterriblysorry.IwillinformtheFoodandBeverageDepartment;they’llseetothematterandhaveanothersteakpreparedtoyourappetite.25.Q：Whatwillyousayifthereisnoroomavailablefortheguestwhoiscallingtomakeareservation?A：I’msorry,butwearefullybooked.ShallIputyouonthewaitinglist?Wewillcontactyouifthereisacancellation.26.Q:Iftheguestsayssomeofthelightsintheroomareflashing,whatwillyoudo?A:I’msorry.IwillinformtheMaintenanceDepartmenttodealwithitrightaway,andtheywillmakesuretochangesomenewlightsforyouassoonaspossible.27.Q：Whatdoyousaytotheoutsidephonecallerwhenyou’vegotnoresponseafterputtinghimthroughtooneoftheguest’sroom?A：I’mafraidheisnotintheroomatthemoment.Wouldyoucallbacklater?28.Q：Whatwillyousaywhenyounoticeaguestisno