1、（三）高 级 1.总体要求 应试者应具备较好的英语运用能力，熟悉并能熟练地使用常用的词汇、句型和交流模式，正确地获取口头的、书面的信息，并在本业务工作和生活及更大范围内能够进行一般的和比较复杂的交流，使用语言较规范、得体。口头交流时有较好的语速，语音语调基本正确。 2.具体要求 应试者应具有较好的语言沟通能力及解决问题的能力，即在处理一般接待工作的基础上，掌握用英语处理非常规工作、客人投诉及紧急事件的能力，以及用英语书写常用应用文的能力。认知词汇在 4000 个以上，能正确运用其中的 2000 个积极词汇。 （1）听：能听懂与本职工作相关的工作会议发言和提问；在商务、技术交流活动中能理解大部分
2、的内容。 （2）说：能在上述活动中进行有效的交际，能阐明自己的观点，解决工作中出现的各种问题；表达中基本无语法错误，发音标准。 （3）读：能阅读一般性和与本职工作有关的专业性文章，能够领会作者的观点、意图和态度，并能进行正确的推论。能够根据上下文判断某些词汇及短语的意思。阅读速度为 6070 词/分钟。 （4）写：要求应试者能比较规范地撰写出 120 字左右的常见的应用文。如：会议纪要、备忘录、工作情况报告、商务信函等。表达清楚，思路清晰，文体得当。 3考试形式、项目、题量、分值、时间 高级考试包括笔试和口试两部分，分别为 100 分，均为 60 分及格，笔试和口试都及格才能获得证书。 考试形
3、式：首先进行写作部分考试，然后通过计算机考核听力、阅读和口语，试卷随机生成。 （1）写作：考生按照规定的写作要求在写作答题纸上通过笔写完成。 （2）听力和阅读：听力部分考生通过耳机听问题，然后在计算机上选择正确答案。阅读部分由考生阅读计算机上的语法试题、英语文章，然后选择正确答案。 （3）口语：考生通过耳机听问题，然后通过麦克风用英语回答。 考试形式 考试项目 题量 分值 考试时间 笔试 书面表达 一篇 10 分 30 分钟 听力理解 30 题 30 分 30 分钟 语法与词汇 10 题 10 分 10 分钟 阅读理解 25 题 50 分 30 分钟 合计 66 题 100 分 100 分钟
4、口试 3 部分 100 分 1215 分钟 笔试人机考试 考试项目 题型 内容与要求 考查要点 题量与分值 书面表达 应用文 要求应试者写出 120 字左右的常见的应用文。如：一般商务信函、工作情况报告等 考查应试者用英语书写涉及饭店日常工作的应用文的能力 一篇 10 分 听力理解 A 项 单项选择 每题一个问句或陈述句，听两遍，要求考生从 4 个选项中选出一个正确的答案 考查考生从话语中获取信息并做出恰当应答的能力 10 题每题 1 分 B 项 单项选择 每题一段对话，听两遍，要求考生从 4 个选项中选出一个正确的答案 考查考生对事实性信息的理解能力，以及对于对话中具体细节与说话人的观点和态
5、度的理解能力 10 题每题 1 分 C 项 单项选择 23 段独白，听两遍，每段独白后有若干个问题（试卷中不给出问题） ，要求考生从4 个选项中选出一个正确的答案 考查考生运用各种听力技巧掌握一段独白的主旨大意及部分具体细节的能力 10 题每题 1 分 语法与词汇 单项选择 每题一个不完整单句，要求考生根据语法与词汇知识从 4 个选项中选出一个正确的答案把句子补充完整 考查考生运用基本语法知识与词汇的能力 10 题每题 1 分 阅读理解 A 项 完形填空 要求考生阅读一篇 200300 字的短文，短文中部分句子不完整，要求考生根据上下文内容从 4 个选项中选出一个正确答案，把短文补充完整 考查
6、考生理解一篇文章的主旨以及对英语的基本运用能力 5 题 每题 2 分 B 项 短文阅读 要求考生阅读 4 篇 400500 字左右的短文；每篇短文后面有 5 个问题，要求考生从 4个选项中选出一个正确的答案 考查考生通过阅读正确理解文章的主旨大意及具体细节的能力 20 题每题 2 分 口试人机对话 题型 内容及要求 考查要点 题量与分值 A 项 自我介绍 根据要求全面地介绍自己的情况，特别是工作方面的情况 考查考生自我表述的能力 2 题 每题 5 分 B 项 业务问答 回答与饭店业务相关的提问，如饭店的各类设施与服务项目，以及如何处理客人的投诉等 考查考生对饭店业务的熟悉程度与表述能力，以及用
7、英语处理工作中出现的问题的能力 5 题 每题 10 分 C 项 发表见解 要求考生就所给话题发表自己的见解 考查考生使用较为复杂的句型表达自己看法的能力 1 题 40 分 附：高级考试题型样题 一、笔试 第 1 部分 书面表达 假设你是一家五星级酒店的客户服务部经理。为了提高服务质量，草拟一封客户意见征询信。内容包括： 1） 感谢他对酒店多年的信任； 2） 说明这封征询信的目的，并希望配合； 3） 询问对酒店的印象，诸如对大堂接待、餐厅服务、客房服务的印象等； 4） 询问有何建议； 5） 对于合作表示感谢。 （范文） June 18, 2005 Dear Guest, First let me
8、 express my sincere appreciation for your long-time faith in our hotel. In order to improve our service, we are now collecting your opinions about every aspect of our hotel, including reception service, restaurant service, room service and reservation, etc. Apart from that, if you have good suggesti
9、ons, please let us know. And your opinions and suggestions will help us to improve our service and make your stay here a more pleasant one. Thanks for your cooperation. Hope you have a nice stay here. Sincerely yours, Guest Service Manager 第 2 部分 听力理解 Part A 提问 （听录音） Sorry sir. This weekend happens
10、to be our long national holiday and we are all booked up. （答题） A. The lady wants a room but there isnt 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. 答案：D Part B 对话 （听录音） W:
11、 Id like to thank you for my enjoyable stay in this hotel. M: Its been our pleasure to have you with us, Mrs. Smith. Q: What can we conclude from this conversation? （答题） 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 go
12、od time in this hotel. D. The man is glad to see Mrs. Smith go. 答案：C Part C 短文 （听录音） Located about 2 miles to the north of the city business center in the east of the city is a three-star hotel where I have been working for over 20 years. Thanks to the fast growing tourism business of the city, the
13、hotel business has been thriving. To meet this increasing need, new hotels have been sprung up one after another and many old hotels have been renovated. My hotel, too, underwent a significant change last year. Now it has two hundred and sixty rooms, a modern business center, three Chinese restauran
14、ts and one serving Western food, one large function room which can serve as a convention room for big meetings. The hotel used to accommodate local tourists but now more and more foreigners come here too. Because of this favorable change, the hotel management has now put great emphasis on staff trai
15、ning, particularly on English language training. Although I am a senior worker in the hotel, in charge of housekeeping, and I am almost 50, I need to learn English as well. Only a small staff manages the hotel, but they are all very capable and work with great efficiency. They apply modern managemen
16、t ideas to their daily work. Some of our workers live far away from the city and have to commute long distances every day. Yet, they all work with great dedication and a high sense of responsibility. Recently, the city government gave this hotel an award in recognition of their excellent service. No
17、w answer the questions: 1. Where is this hotel located? 2. What do we know about this hotel? 3. What do we know about the author of this passage? （答题） 1. A. Right in the city center. B. To the north of the city business center. C. In the east of the city business center. D. In the north of the city.
18、 2. A. It is a newly-built hotel with modern facilities. B. It has three restaurants and a big meeting room. C. It is a fairly old hotel but it was recently renovated. D. It is a three-star hotel accommodating Chinese tourists exclusively. 3. A. He has been working as the manager of housekeeping dep
19、artment for over twenty years. B. He was recently given an award by the city government in recognition of his good work. C. Like his colleagues, he is learning English. D. He is over 50 and will retire soon. 答案：1. B 2.C 3.C 第 3 部分 语法与词汇 （1）_in our check-in procedures since the new manager took over.
20、 A. There are changes B. Changes have been there C. There have been changes D. We have changes 答案：C 第 4 部分 阅读理解 （一）完形填空 s size and its sharp contrasts in climate and tradition have given rise to many different types of cooking. Five of the best-known Chinese 1 today are Guangdong, Shanghai, Shandong
21、, Sichuan-Hunan and Beijing . People in Shanghai eat fish of different kinds. They have a sweet tooth and tend to add sugar to many of their dishes. Food in Sichuan and Hunan Provinces is known 2 its hotness because red pepper and other such spices are used. Perhaps the best-known Chinese cuisine ou
22、tside is that from Guangdong . In some cases, only steam and water are used in 3 of this type of cooking, instead of a lot of frying. One of this areas most famous dishes is the “fight between the dragon and the tiger”, 4 is cooked with snake and cat meat. The cuisine of Beijing is little known in t
23、he West. But the Beijing Roast Duck is probably the most popular dish and has 5 more foreign tourists than any other dish in the country. 1. A. cuisines B. cookings C. foods D. flavors 2. A. as B. by C. to D. for 3. A. beginning B. preparation C. making D. getting 4. A. this B. that C. which D, it 5
24、. A. invited B. attractive C. drawn D. received 答案：1. A 2.D 3.B 4.C 5.C （二）短文阅读 Text A 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 hot
25、el 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 expecte
26、d 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
27、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
28、, 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 st
29、aff 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. 1. To be successful in our training program, we must understand the d
30、ifference between _. 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 _. A. the places where the training takes place B.
31、 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? A. The performance required for a certain job. B. The beha
32、vior, 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? A. All staff members need training now and then. B. Training in using skills and learning about skills
33、 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. Staff Training
34、 B. Management Training C. A Successful Training D. Value of Staff Training 答案：1. C 2.D 3.B 4.C 5.A 二、口试 第 1 部分 自我介绍 Would you please describe your position and duties in your hotel? 第 2 部分 业务问答 How do you deal with guests complaints (on slow service, quality of food, improper attitude of a waiter, etc.)? 第 3 部分 发表见解 If you are a general manager of a hotel, what measures should you take to improve the service quality of your hotel?
