1、 酒店英语 第 1 页 共 6 页命题人： 审批人： 试卷类别： A 卷 酒店英语 课程试卷至 学年第 学期 专业：应用英语 年级： 班级： 姓名： 学号： 成绩： 考试形式： 闭卷 时间：100 分钟I. Complete the sentences with words from the list. (10%)Chemicals bed spread matches shoe basket air conditionercoasters remote control light bulb refrigerator telephone directory 1. We cover the be
2、ds with a_2. In the_ are cool drinks.3. Can you turn off the _, its getting cold here.4. I need my shoes to be cleaned. Ill put them in the_5. After cleaning the glasses we put them on the_6. You can switch on the television with a_7. My lamp does not work. Could you change the_ for me?8. Do you hav
3、e any _to light my cigarette?9. For the cleaning of the bathroom we have to use_10. I dont know the phone number. Can you please give me the_?II. Complete the following dialogues. (10%)Dialogue 1 （R=reservationist G= guest） R: Reservation, _1_? G: Yes, Id like to book a room for my friend, Mary. R:
4、_2_? G: A double room with bath. _3_? R: Its 150 Yuan RMB. _4_?G: Ten days. R: _5_ ?G: On the 18th. R: Well, a double room with bath from the 18 th to 28th. G: Thats right. Thank you. 酒店英语 第 2 页 共 6 页Dialogue 2 （C=cashier G= guest） G: We would like to check out now. Please give me our bill. C: Certa
5、inly. _6_? G: Im the team leader, Tom Smith. We were in Room 208 and 209. C: Wait a moment, please, Tom. Your bill totals RMB780. Here you are. Have a check, please.G: Correct. _7_?C: Yes, we do accept some major credit cards. _8_?G: American Express.C: Fine._9_?G: Sure. Here it is.C: _10_. Please t
6、ake your credit card and keep the receipt. Reading Comprehension (30%)Passage 1Hotel managers have always been confronted with a peculiar irony where Front Desk operations are concerned. Unquestionably，desk personnel have more impact on guests than any other single group of employees. They are the f
7、irst to say hello and the last to say goodbye. In between, it is usually the desk clerk to whom guests turn for information, assistance, or resolution of a complaint.However, Front Desk work is often tedious and stressful. The pay is traditionally low, and rarely is there much opportunity for advanc
8、ement. As a result, Front Office managers have difficulty finding well-qualified people. Morale tends to run low, turnover is high， and performance is less than optional. And that in turn shows up as guest complaints, errors in the audit, and recurring problems of all kinds.A notable exception can b
9、e found at the Westin Hotel, Seattle, operated by Westin Hotels (formerly Western International). Casual observation quickly reveals a Front Desk operation that is both efficient and accurate. Satisfaction among guests is usually high, and this year the hotel (formerly called the Washington Plaza) w
10、as again granted a Mobile 4-star award for its excellent service.1. The staff in the _department is more influential to the guests in the hotel.A. front desk B. house keeping C. food and beverage2. Which is not the reason why Front Office managers have difficulty finding capable staff? 酒店英语 第 3 页 共
11、6 页A. low salary B. little opportunity to get promotion C. easy work place3. What is prone to happen in the work of Front Desk?A. guest complaint B. errors in telephone C. high turn over4. What is a receptionist responsible for?A. say hello to the guests B. deal with guests complaint C. say good bye
12、 to the guest5. What grants the Westin Hotel a Mobile 4-star award?A. high morale B. rare guest complaint C. first-rate servicePassage 2“Culture shock” occurs as a result of total immersion in a new culture. It happens to “people who have been suddenly transplanted abroad.” Newcomers may be anxious
13、because they do not speak the language, know the customs, or understand peoples behavior in daily life. The visitor finds that “yes” may not always mean “yes,” that friendliness does not necessarily mean friendship, or that statements that appear to be serious are really intended as jokes. The forei
14、gner may be unsure as to when to shake hands or embrace, when to initiate conversations, or how to approach a stranger. The notion of “culture shock “helps explain feelings of bewilderment and disorientation. Language problems do not account for all the frustrations that people feel. When one is dep
15、rived of everything that was once familiar, such as understanding a transportation system, knowing how to register for university classes, or knowing how to make friends, difficulties in coping with the new society may arise.When an individual enters a strange culture, he or she is like fish out of
16、water. Newcomers feel at times that they do not belong and consequently may feel alienated from the native members of the culture. When this happens, visitors may want to reject everything about the new environment and may glorify and exaggerate three positive aspects of their own culture. Conversel
17、y, visitors may scorn their native country by rejecting its values and instead choosing to identify with (if only temporarily) the values of the new country. This may occur as an attempt to over-identify with the new culture I order to be accepted by the people in it.6. Which of the following statem
18、ents is true according to the author?A. Culture shock is bad to the society.B. A typical symptom of culture shock is confusion.C. Shock can become the motif.酒店英语 第 4 页 共 6 页D. Culture shock happens to foreign students only.7. Newcomers may worry about_.A. Their knowledge of yes in the native languag
19、eB. Their ability to make friendsC. There control of their behaviorD. Their ignorance of the alien customs8. When the foreign visitor is immersed in new problems he finds hard to cope with, he is most likely to feel_.A. uninsured B. frozen C. angry D. alienated9. The expression he or she is like fis
20、h out of water suggests_.A. People away from their cultures can hardly survive in a new cultureB. A fish can not survive without water C. People away from their cultures experience mental isolation D. People away from their cultures have to come back to the original environment10. In order to identi
21、fy with the new environment, some people may_.A. give an exaggerated picture of their own country B. abandon there original beliefsC. accept a temporary set of valueD. criticize the positive aspects of their own countryPassage 3Along with the development of the market economy in China, many people h
22、ave bought or are going to buy accommodation for themselves. Before buying accommodation, you have to consider the following points.When buying a flat or house, its important to know exactly how much money you can spend. The mortgage department of a local bank can help you figure out how much you ca
23、n spend on a flat or house. This is based on your monthly income and expenses. When you buy accommodation, you must pay part of the total cost right away. This is known as the down payment. Down payments are at least 10 percent of the price of the house. A bank lends you the rest of the money by mak
24、ing payments directly to the seller. You must repay the loan plus interest over a set period of time. 酒店英语 第 5 页 共 6 页Once you know exactly how much money you can spend, its time to choose a location. Some locations are expensive; therefore, its important to choose a neighborhood thats within your b
25、udget. If you rely on public transportation, a train or bus should be within walking distance. If you have children, you may want your accommodation to be near their school or school bus route. Finally, its also important to decide how much space you need or how little youll settle for. Generally, t
26、he larger the accommodation is, the more it will cost. Your familys needs will determine its size, how many bedrooms youll need, and whether or not youll need a big yard.11. The best title for this passage is _.A. The Market Economy B. Public TransportationC. Buying Accommodation D. Mortgage Payment
27、s12. In this passage, the phrase “down payment” (Para2) probably means _.A. the total cost B. the first payment C. the interest D. mortgage payment 13. According to the passage, you must _ after you pay part of the total price of the house.A. repay at least 10 percent of the depositB. keep your mont
28、hly income C. repay the mortgage payments and interest D. find a new job and earn more money14. Which of the following statements is not true?A. The larger the accommodation is, the more expensive it is.B. The government can calculate how much money you can spend of a flat or house.C. The more money
29、 you pay, the smaller your loan will be.D. A lot of people can afford a flat or house now.15. Which piece of advice is NOT mentioned in the passage?A. Its important to choose a good location.B. You should decide the size of your flat or house.C. Its important to choose the best storey. D. You have t
30、o buy a flat or house based on your consumption capability.酒店英语 第 6 页 共 6 页. Translation (30%)Part I Translate the following into Chinese. (20%)1. How long do you plan to stay? 2. How many guests will there be in your party?3. We do have a single room available for those days.4. Im sorry we are full
31、y booked for 22nd.5. We offer special rates today.6. Please leave your Room Card and key at the Reception Desk when you check out.7. Enjoy your stay here. 8. How many pieces of luggage do you have?9. Could you bring us some more towels and hangers?10. This is an exchange memo. Please fill in your na
32、me and the amount you intend to change. Part II Translate the following into English. (10%)1. 叫醒电话 2. 门童 3. 外币 4. 洗衣服务 5. 登记表6. 标准间 7. 国籍 8. 沐浴露 9. 前台 10. 结账退宿V. Make a situational dialogue (20%)Task: A chamber maid asks for permission to clean the room. The guest agrees but asks her to begin with the bathroom. The guest asks the maid where he can borrow a hair-dryer when she finishes cleaning. The maid promises to send one up right away.
