酒店英语考试+答案

2014年大连日航饭店英语一二级考试试题

(考试时间08:30-10:00)

姓名（中文）：

部 门：

员 工 号：

一．选出最符合的答案填入括号内（5道题，每题2分；总计10分）

1. Q: Hello, I’m calling to confirm my room reservation. My name is Jane Smith.( D )

A. Where are you calling from?

B. Of course, madam.

C. Sorry, there is no room available, madam.

D. What’s your room number, madam?

2. A: Good morning. Can I help you?

B: Yes. I want to stay here one more night.

Q: What do we know about the man? ( A )

A. He wants to extend his stay.

B. He is checking in.

C. He is checking out.

D. He is getting some information.

3. Sorry sir. This weekend happens to be our long national holiday and we are all booked up. ( D )

A. The lady wants a room but there isn’t one available.

B. Weekends are bad days to book a room.

C. The man wants to spend his long holiday in this hotel.

D. The man was not successful in making a room reservation.

4. W: I’d like to thank you for my enjoyable stay in this hotel.

M: It’s been our pleasure to have you with us, Mrs. Smith.

Q: What can we conclude from this conversation? ( C )

A. Mrs. Smith had a pleasant stay with the man.

B. Mrs. Smith has stayed in this hotel for a long time.

C. Mrs. Smith has had a good time in this hotel.

D. The man is glad to see Mrs. Smith go.

5. __C __in our check-in procedures since the new manager took over.

A. There are changes B. Changes have been there

C. There have been changes D. We have changes

二. 请将A & B 框内相对应的内容连线。（每词1分，总计5分）

1.5

1. One of many telephone lines in a hotel which all have different numbers.（ Extension ）

2. a collection of information kept at the front desk for front desk agent to use in responding to guest requests. （ Info-directory ）

3. Something that is done to make sure that earlier actions have been successful or effective. （ Follow-up ）

4. An official recorded or written record of something. （ Log book ）

5. A short official note to another person in the same company or organization. ( Memo )

6. A room from which a guest is expected to check out on a given day who has not yet done so. ( due out )

7. The description of the room about its occupancy and its condition. ( room status )

8. Performing necessary housework, such as cleaning, changing beds, laundry and so on. ( housekeeping )

9. A service or item offered to guests or placed in guest rooms for convenience and comfort and at no extra cost. ( amenity )

10. A department that provides food and beverage service for special events. ( catering )

11. A dish other than soup served before the main course to stimulate the appetite. ( appetizer )

12. The specific amount of each food served to the customer. ( portion )

13. A list of food and beverage items. ( menu )

14. An outlet where fast-food service is available. ( snack bar )

15. To give a job, equipment etc .to someone for a particular purpose. ( assign )

16. The difference between the cost of producing something and price you sell it at.

( profit margin )

17. A statement of all transactions affecting the balance of a single account. ( folio )

18. Money that a business receives over a period of time. Especially from selling goods or services.

( revenue )

19. Making more reservations than there are rooms or space in a hotel. ( over booking )

20. To tell a customer the price you will charge him for a service or product. ( quote )

21. Registration, or the time when guests are greeted and the records for guests’ services and

charges are set up. ( Check-in )

22. A statement that something is wrong. A grievance. ( complaint )

23. Articles traditionally made of linen but today more often made of cotton--sheets,

Pillowcases, towels, and so forth ( linens )

24. The percentage or rooms or beds occupied in a hotel during a given period. (occupancy rate )

25. Record of what the customer must pay. ( bill )

26. A hotel employee who carries baggage and does other errands for the guests. ( bellman )

27. Taking care of infants or children on a temporary basis while their parents are away or busy. ( baby-sitting )

28. Shelter, food, drink and other services for travelers. ( accommodation )

29. A kind of hotel providing parking facilities for cars. ( motel )

30. A level on a scale that shows how good a hotel is. ( rating )

四．阅读短文回答相应的问题。（共20小题，每题2分，总计40分）

The General Manager

As in any business ，there must be one person responsible for the overall operation. That person is the general manager, sometimes, particularly in the larger hotels, called the managing director.

In the past ，possibly into the l930s, the hotel manager was primarily a genial host, personally greeting the guests and seeing to it that they were properly cared for. But as the banks (through bankruptcies and foreclosures), corporations, conglomerates, and other business organizations began acquiring hotels, this image began to disappear. The first concern of executives and stockholders of these companies was that the property shows a profit. As a result，a new type of innkeeper emerged, and today the successful general manager is a highly trained person, capable of directing a complex business enterprise.

Running a hotel is a full-time, 24-hours-a-day, seven-days-a-week operation. The hotel is never closed-there can be no time off, no holidays. Someone representing management, and some members of the operating staff, must be on duty every hour and every day of the year. No broad policy could possibly cope with the many diverse situations that occur daily in any given hotel.

The general manager is the person responsible for defining and interpreting the policies established by top management. In addition, the successful manager must

implement and improve them and, on occasion ，may be forced to completely disregard them. To perform these duties properly requires a working knowledge of all phases of hotel operation ．No one can properly give or explain an order without some idea of what is involved. The quickest and easiest way for an executive to lose the respect of the employees is to give instructions without understanding their implications or the amount of time necessary to carry them out. In fact, we believe it is impossible to properly and intelligently supervise anyone without having at least a general idea of that person ’s duties and responsibilities.

1． What ’s a hotel manager’s responsibility? （ A ）

A ．Overall operation B ．Administrative affairs

D ．Greeting the guests C ．Several main departments

2． A general manager should（ C ）.

A ．Define the policies

B ．Interpret the policies implement the policies

C ．Be capable of directing a complex business enterprise

D ．Implement the policies

3． There are always persons in charge working in the hotel round the clock because

（ D ）.

A ．Staffs are working in the hotel

B ．They want to greet the guests

C ．They want to know the general ideas of the staffs

D ．There are always things that happen unexpectedly

4． A successful manager is the person who can implement and improve （ B ）.

A ．hotel facilities B．Policies established by top management

C ．surrounding environment

D ．Relations between hotel and guests

5． In the context of the passage, a full-time means （ D ）.

A ．12-hours-a-day B ．24-hours-a-day

C ．seven-days-a-week D ．24-hours-a-day & seven-days-a-week

Restaurant services

There are mainly five kinds of restaurant services. They are gueridon service, silver service, plate service, buffet (self-catering) service and takeaway service. The first three kinds of services are sit-down services and a buffet service can be both a sit-down

one and a stand-up one.

Take away service is usually associated with snack bars and fast food outlets. In gueridon service, the waiter must always be well-trained and skilled for he has to perform such things as filleting，carving and cooking special dishes in front of the guest ．In silver service，the food is prepared in the kitchen and brought to the guest’s table on a silver tray. In plate service, the waiter takes the plated meal from the service hotplate and then put the plate on the guest’s table. All that he has to do is to make sure that the correct lid is laid and the necessary accompaniments are available on the table. In buffet service，a guest picks his or her own tray and cutlery from one end of the service table and chooses whatever dish he or she 1ikes.

Two forms of meals are distinguished：a la carte and table d’hote. An a la carte meal is ordered course by course from a menu where each item has a separate price while a table d’hote meal has a fixed price for a complete meal or several courses.

1. Which of the following can be a stand-up service? （ D ）

A ．Gueridon service

C ．Plate service B ．Silver service D ．Buffet service

2. Why is a take-away service usually associated with snack bars? （ A ）

A ．The food in snack bar is easy to takeaway B ．People go there by cars

C ．Snack bars can be found anywhere

service

3. What meal is it when you can order your dishes separately? （ B ）

A ．Buffet

B ．a 1a carte D ．Plate service D ．Snack bars offer self-catering C ．Table d’hote

4. In the context of the passage, available means （ D ）.

A ．necessary

C ．helpful B ．Can be got D ．Served

5. In the context of the passage，distinguished means （ D ）.

A ．well-known B ．Made out

C ．separated D ．Different

Hotel Operation

In order to see that all the activities of the hotel run smoothly and efficiently, the manager carries out routine spot checks, often on a daily basis, of different aspects of the hotel’s operation. He also deals with unusual problems as they occur. In a large hotel, he coordinates the work of the department heads who supervise their respective departments. The manager’s working relationship with these people has a lot to do with the smooth functioning of the hotel. Hiring and training are two other vital responsibilities of the manager. The personality, experience, and technical know-how

of every employee in the hotel are matters of importance in a business where courtesy are one of the major services. The references given by job applicants are carefully checked and during the job interview, the applicant’s initial behavior is observed.

A watchful eye must be kept on their performance after they have been hired. Continuing in-house training programs are necessary in order to maintain the standards of the establishment.

1. According to this passage, the hotel manager. ( B )

A. Usually works in his office B. should have good relations with department heads

C. should check every department every day D. deals with unusual problems every day

2. The overall responsibility of the hotel manager is. ( A )

A. to ensure the smooth operation of the hotel B. to ensure a good working atmosphere

C. to solve unusual problems D. to check different aspects of the hotel’s operation

3. What are the important aspects mentioned here in a staff-hiring program? ( D )

A. The personality of the staff. B. The work experience of the staff.

C. The technical know-how. D. All of the above.

4. Before a person is hired by the hotel. ( C )

A. he will receive training provided by that hotel B. he is checked by the hotel

C. he should send in letters of reference D. he should maintain good standards

5. When a person has been hired by the hotel. ( B )

A. he will definitely receive training B. he should expect that his work is supervised

C. he should expect to go to an interview D. he should keep a watchful eye

Training Job

As we know, it is very important that a hotel pays attention to the training of its staff, as there exist many weak parts in its various departments. Staff training must have a purpose, which is defined when a hotel considers its training needs, which are in turn based on job descriptions and job specifications.

A job description should give details of the performance that is required for a particular job, and job specification should give information about the behavior, knowledge and skills that are expected of an employee who works in it.

When all of this has been collected, it is possible to make a training specification. This specifies what the training department must teach for the successful performance of the job, and also the best methods to use in the training period.

There are many different training methods, and there are advantages and disadvantages of all of them. Successful training programs depend on an understanding of the difference between learning about skills and training in using them. It is frequently said that learning about skills takes place “off the job” in the classroom, but training in using these skills takes place “on the job”, by means of such activities as practice in the workshop.

It is always difficult to evaluate the costs and savings of a training program. The success of such a program depends not only on the methods used but also on the quality of the staff who do the training. A hotel can often check on savings in time and cost by examining the work performed by the staff who have completed a training program. The evaluation of management training is much more complex than that.

Now answer the questions:

1. To be successful in our training program, we must understand the difference between ________C___________.

A. a job description and a job specification

B. what is taught and how it is taught

C. learning about skills and training in using them

D. the saving in time and the saving in cost

2. The success of a training program depends on ______D________.

A. the places where the training takes place

B. the correct evaluation of the costs and savings of the program

C. the performance of the workers and technicians receiving training

D. the training methods and the quality of the training staff

3. What does a training specification specify? ____B _____

A. The performance required for a certain job.

B. The behavior, knowledge, and skills expected of an employee.

C. The training contents and methods used.

D. The costs and savings of the program.

4. According to the passage, which of the following is true? ____C _____

A. All staff members need training now and then.

B. Training in using skills and learning about skills usually happen at the same time.

C. It is easier to evaluate the training of staff than to evaluate management training.

D.A training specification is only based on the information collected from a job description.

5. Which of the following would be the best title of this passage? _____A ______

A. Staff Training B. Management Training

C. A Successful Training D. Value of Staff Training