第二章单元测试
- A room for two persons with one bed is called a （ ） .
- A double room is a room with two beds for two persons while there is only one bed for two persons in a twin room. （ ）
- When asking for dates or length of stay, the receptionist in Front Office Department can use such expressions as （ ）.
- A meal that is displayed on a long table at a public occasion and guests usually serve themselves, is called a （ ） .
- Master card, Visa card and Union Pay are common credit card nowadays. （ ）
- If rooms are fully booked, the receptionist in Front Office Department can recommend changing booking dates or room types and such expressions can be used as （ ）.
- PMS（Property Management System）is a hotel computerized operating system that facilitate the management of properties, equipment and personnel all through a single piece of software. （ ）
- A （ ） usually consists of multiple rooms such as a bedroom, living room, and bathroom, with luxurious furnishings and equipment.
- To revise the reservation information and make a confirmation, the receptionist in Front Office Department can use such expressions as （ ）.
- A （ ） is someone employed in the hotel who can help guests carry luggage.
- Checking in is a very important part for hotels to build close relationship with guests.（ ）
- When asking the guest to show his identification and to fill out the registration form, the receptionist in Front Office Department can use such expressions as （ ）.
- --- （ ）?
---A king-size bed room with a sea view, if possible. - When checking in walk-in guests, the receptionist had better ask for their preference before recommending room types. （ ）
- When checking for room availability from the PMS system, the receptionist in Front Office Department can use such expressions as （ ）.
- A （ ） is a ticket or piece of paper that can be used instead of money to pay for something.
- Checking in groups is not easy, but if we are prepared, accurate and responsive, our communication with guests will be efficient and more effective. （ ）
- When inquiring whether other services are needed, the receptionist in Front Office Department can use such expressions as （ ）.
- Which of the following are the duties of a concierge?（ ）
- What might a bellboy say when escorting guests to rooms?（ ）
- If the guest has his luggage in the truck, the bellman need to pick up the luggage and pass them to the guest. （ ）
- What might a concierge say when introducing hotel facilities?（ ）
- When the concierge shows the room to the guest, he need to introduce hotel facilities in details. （ ）
- If the guest want to buy exquisite works of art, wood carvings or local souvenir, which place can the guest go to buy it? （ ）
- The ( ) is responsible to run errands for guests. （ ）
- As a concierge, which of the following statement is not in a courteous way? （ ）
- ---I’d like to reserve a train ticket to Shanghai.
---（ ） - ---Could I speak to the assistant manager, please?
---（ ） - As a hotel operator, which of the following statements are not in a courteous way? （ ）
- When providing wake-up call service, which of the following information is not necessary for the operator to ask the guest? （ ）
- When the guest need a DND service, what kind of information does the operator need to ask for? （ ）
- The hotel operator need to confirm the guest’s requests before he hang up the phone. （ ）
- As a hotel operator, which way would you like to use to answer the phone? （ ）
- To reduce customers' complaints, we are not supposed to （ ）.
- What are the main causes of guests’ complaints? （ ）
- ---Hello, the bathroom isn’t clean.
---（ ） - What might a cashier say to a guest who is checking out? （ ）
- What are the common types of payment? （ ）
- The cashier doesn't need to see the guest's deposit when processing the check-out. （ ）
- There is no need for the receptionist to ask the guest about their stay experiences before they leave the hotel. （ ）
- When the guest leaves the hotel, the receptionist’s job is done. （ ）
- Which part is not the work procedures of checking out? （ ）
A:twin room B:single room C:standard room D:double room
答案:double room
A:对 B:错
答案:错
A:How long would you like to stay? B:When would you like it? C:When will you arrive? D:For which dates, sir/madam?
答案:When would you like it?###When will you arrive?###For which dates, sir/madam?
A:lunch B:banquet C:brunch D:buffet
答案:buffet
A:对 B:错
答案:对
A:We are looking forward to your coming. B:Would you like us to put you on our waiting list? We will call you in case we have a cancellation. C:Is it possible for you to change your booking date? D:Is it possible for you to change another types of rooms?
答案:Would you like us to put you on our waiting list? We will call you in case we have a cancellation.###Is it possible for you to change your booking date?###Is it possible for you to change another types of rooms?
A:对 B:错
答案:对
A:twin room B:deluxe suite C:double room D:standard room
答案:deluxe suite
A:What’s your departure date? B:I am sorry that you cannot revise the reservation. C:My pleasure. We are always at your service. D:How would you like to change it?
答案:How would you like to change it?
A:bellboy B:receptionist C:waiter D:housekeeper
答案:bellboy
A:对 B:错
答案:对
A:Please sign your name here. B:Here is your registration card, sir. C:May I have your passport? D:May I have a look at your ID card?
答案:Please sign your name here.###Here is your registration card, sir.###May I have your passport?###May I have a look at your ID card?
A:Do you have a reservation with us? B:May I know when do you need the room? C:What kind of room would you like? D:How would you like to pay?
答案:What kind of room would you like?
A:对 B:错
答案:对
A:Do you need luggage service? B:Please wait a moment. I'll check for you. C:Now we have several room types available. D:A king bed room, a twin bed room and an executive suite, which room do you prefer?
答案:Please wait a moment. I'll check for you.###Now we have several room types available.###A king bed room, a twin bed room and an executive suite, which room do you prefer?
A:passport B:room card C:credit card D:voucher
答案:voucher
A:对 B:错
答案:对
A:Is there anything else I can do for you? B:If you have any further need, please don’t hesitate to contact me. I’m always at your service. C:If you need anything else, please tell me. D:what else can I do for you?
答案:Is there anything else I can do for you?###If you have any further need, please don’t hesitate to contact me. I’m always at your service.###If you need anything else, please tell me.###what else can I do for you?
A:Supplying directions B:Provide guest with luggage service C:Provide wake-up call service D:Provide information service
答案:Supplying directions###Provide guest with luggage service###Provide information service
A:What’s your name, sir? B:Please take the elevator on your right. After you, sir. C:Let me help you with your luggage. D:How many pieces of luggage do you have, sir?
答案:Please take the elevator on your right. After you, sir.###Let me help you with your luggage.###How many pieces of luggage do you have, sir?
A:对 B:错
答案:错
A:This is our standard single room. B:May I have your room number, please? C:Which room types do you prefer? D:Let‘s return to the front desk to complete the bookings.
答案:This is our standard single room.###Which room types do you prefer?###Let‘s return to the front desk to complete the bookings.
A:错 B:对
答案:错
A:Gift shop B:Fitness center C:Lobby bar D:Business center
答案:Gift shop
A:Concierge B:Operator C:Receptionist D:Room attendant
答案:Concierge
A:Please take the handbag yourself, sir. B:Shall we confirm the information? C:If you need any help, I am always at your service. D:This way please, Mr. Green.
答案:Please take the handbag yourself, sir.
A:When would you like to leave, sir? B:No problem, what is the pick-up time, sir? C:That would be 1380 Yuan. D:I’ll be back at once.
答案:When would you like to leave, sir?
A:Hold on please, I’ll put you through. B:Who are you? C:I’m always at your service. D:Don’t go away, I’ll connect you.
答案:Hold on please, I’ll put you through.
A:Your can call back later. B:Could you please tell me which room you are in? C:Hold on, OK? D:Repeat your address, sir.
答案:Your can call back later.###Hold on, OK?###Repeat your address, sir.
A:The wake-up call time B:Room number C:The guest’s name D:The guest’s age
答案:The guest’s age
A:Room number B:The reasons C:The guest’s name D:The period of DND service
答案:Room number###The guest’s name###The period of DND service
A:错 B:对
答案:对
A:Answer with the name of your hotel B:Answer with your name C:Answer with your telephone number D:Answer with greeting like “Good morning”
答案:Answer with the name of your hotel###Answer with your name###Answer with greeting like “Good morning”
A:Avoid difficult clients B:Identify complaints C:Stay quiet and listen D:Resolve ahead of time
答案:Avoid difficult clients
A:Hotel facilities B:Unexpected events C:Service attitude D:Service quality
答案:Hotel facilities###Unexpected events###Service attitude###Service quality
A:I’m terribly sorry about that, sir. I’ll send a room attendant to clean the room for you right away. B:Well, you should have said that earlier. C:What? Wait a minute, I’ll talk to the Housekeeping. D:Well, I wasn’t supposed to clean it.
答案:I’m terribly sorry about that, sir. I’ll send a room attendant to clean the room for you right away.
A:Have you used the mini-bar today? B:May I have your room key card? C:I’ll draw up the bill for you. D:How would you like to pay?
答案:Have you used the mini-bar today?###May I have your room key card?###I’ll draw up the bill for you.###How would you like to pay?
A:Traveler’s check B:Credit card C:Cash D:Mobile payment
答案:Traveler’s check###Credit card###Cash###Mobile payment
A:错 B:对
答案:错
A:对 B:错
答案:错
A:对 B:错
答案:错
A:Print the bill and ask the guest to check. B:Greet the guest. C:Introduce hotel facilities. D:Offer further assistance.
答案:Print the bill and ask the guest to check.###Greet the guest.###Offer further assistance.
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