酒店服务英语第一章测试_智慧树知到答案2021年

第一章 Chapter 1:Front Desk Service 前厅服务：通过本章学习，使学习者具备销售酒店业务服务，组织接待工作，联络和协调酒店各部门对客服务，处理和提供信息资料，为客人提供订房、接待、登记、行李、电话、问询、退房等各项服务能力。1.1Introduction of Front Desk Service 前厅服务介绍:模块介绍
1.2Reservation 预定:学会用英语对客服务，包括：1.认识房型；2.散客预定；3.团体预定；4.做预定记录。
1.3Bellman and Concierge Service 礼宾服务:学会用英语对客服务，包括：1.帮客人拿行李；2.引领客人至前台；3.引领客人至房间；4.介绍酒店的设施和服务项目。
1.4Check-in 入住服务:学会用英语对客服务。包括：1.为客人办理入住手续；2.接待无预订散客入住；3.为几位客人服务。
1.5Inquiries 问询:学会用英语对客服务。包括：1.指路；2.接听客人电话。
1.6Check out 离店:学会用英语对客服务。包括：1.用现金结账；2.用信用卡结账；3.用旅行支票结账。
1.7Business Center 商务中心:学会用英语对客服务。包括：1.帮助客人复印和打印文件；2.帮助客人发送和接收传真或电子邮件；3.帮助客人订票；4.帮助客人上网
1.8Switchboard 总机:学会用英语对客服务。包括：1.帮助客人接通电话；2.帮助客人电话留言
1.9Handling Complaints at the Front Desk前台投诉处理:学会用英语对客服务。包括：1.了解客人投诉的主要原因；2.如何减少客人投诉；3.如何向客人道歉
1.10教学风格:对外教的访谈

[单选题]Room reservations.Good morning,what kind of room would you like?
cola
A double room.
passport
shop
答案：A double room.
[单选题]Mr. King,how many pieces of luggage do you have?
Six pieces.
This way please.
Thank you.
Goodbye.
答案：Six pieces.
[单选题]How much will a double room be for one night?
Three pieces.
In cash.
Thank you.
RMB 120 yuan per night.
答案：RMB 120 yuan per night.
[单选题]May I ask what the entrance fee is?
It's free for anyone.
Ok.
Thank you.
Not at all.
答案：It's free for anyone.
[单选题]Do you know if the guests can get drinks in the room?
cola
no
Yes,you can.
coffee
答案：Yes,you can.
[单选题]Could you show me the way to the business center?
It's free.
Sure,sir.
Not at all.
oh,no.
答案：Sure,sir.
[多选题]What aspects will the guest complain about?
overcooked peanuts
rickety chair
chipper cup
tattered curtain
答案：chipper cup
overcooked peanuts
tattered curtain
rickety chair
[多选题]What information should you ask when a guest wants to leave a message?
the phone number
the room number
the card
call back
答案：the room number
the phone number
[单选题]According to the hotel policy, we are not allowed to use credit card.
False
True
答案：False
[单选题]You can book two air-tickets from the operator with the switchboard.
True
False
答案：False