2025年饭店外语等级考试英语B级口试模拟题及参考答案要点.docx

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Dialogues
1. A man calls the hotel operator, and he’d like to speak to a guest in the hotel. But the guest is out .He leaves a message.
2. A guest calls the hotel reservations to book a room for a friend. The reservationist receives her.
3. A guest will leave for Beijing early tomorrow morning and she calls the operator and asks for wake-up call service.
4. A guest with a reservation arrives at your hotel. A receptionist receives her.
5. A guest calls the hotel operator and asks how to get an outside line and also asks about the weather forecast of tomorrow.
6. A tourist group director wants to book a wake-up call for his group which will leave early tomorrow.
7. A guest calls the hotel reservations to book a room for his boss. The reservationist upsells the room.
8. A guest calls the reservations. He'd like to book a double room, but all the rooms of the hotel are booked up. The reservationist persuades him to book a deluxe double room instead.
9. A guest calls the hotel reservations to amend his room reservation. The reservationist helps him.
10. A guest with a reservation comes into the hotel at seven pm. He is more than one hour’s late.
11. A guest doesn't know how to get a train ticket for Beijing. A concierge of the hotel offers him the help.
12. A guest wants to exchange some US dollars. The cashier helps him and asks him to keep the transaction slip.
13. A guest with no reservation arrives. The receptionist sells him a room at rack rate.
14. You are a concierge and you tell the guest, with the help of a map, the way to the ATM and the largest shopping area nearby.
15. A guest comes to the cashier desk. He wants to check out and he wants to pay in cash.
16. A guest arrives at your hotel and checks in. A concierge offers her the luggage service.
17. You are a concierge, you help a guest with his bag. You show him to the room and introduce room facilities and hotel services to him.
18. A guest is checking out. She'd like to pay her bill by credit card at the cashier.
上海市旅游行业饭店外语等级考试英语B级口试模拟题
参照答案要点
Dialogues
1. A man calls the hotel operator, and he’d like to speak to a guest in the hotel. But the guest is out .He leaves a message.
Key Points:
a. Greet guests on phone
b. Take a message—name, telephone number, take the message (get all necessary information) and check with the caller.
c. When will the guest get it? (2 ways)
d. Bid farewell
2. A guest will leave for Beijing early tomorrow morning and she calls the operator and asks for wake-up call service.
Key Points:
a. Greet guests on phone
b. Wake-up call — room number, caller’s name, telephone number, time, a second call? And check all information with the guest
c. Offer extra services
d. Bid farewell
3. A guest calls the hotel operator and asks how to get an outside line and also asks about the weather forecast of tomorrow.
Key Points:
a. Greet guests on phone
b. How to make a city call, DDD and IDD call
c. Weather forecast (+temperature)
d. Bid farewell
4. A tourist group director wants to book a wake-up call for his group which will leave early tomorrow.
Key Points:
a. Greet guests on phone
b. What time and room numbers (or the name of the group)
c. Luggage (ask your clients to put the luggage in the corridor after they get up tomorrow morning and put their name tags on their luggage)
d. Bid farewell
5. A guest calls the hotel reservations to book a room for a friend. The reservationist receives her.
Key Points:
a. Greet guests on phone
b. Book a room—name (telephone number), kind of room, dates and rate; extra information; confirmation number/letter
c. Bid farewell
6. A guest calls the hotel reservations to book a room for his boss. The reservationist upsells the room.
Key points:
a. Greet guests on phone
b. Book a room— boss’s name, dates, kind of room(upsell it) and rate; caller’s name, telephone number; extra information; confirmation number/letter
c. Bid farewell
7. A guest calls the reservations. He'd like to book a double room, but all the rooms of the hotel are booked up. The reservationist persuades him to book a deluxe double room instead.
Key Points:
a. Greet guests in person
b. Book a room—name, telephone number, date, kind of room and rate; check; upsell it for no room, extra information; confirmation number/letter
c. Bid farewell
8. A guest calls the hotel reservations to amend his room reservation. The reservationist helps him.
Key Points:
a. Greet guests on phone
b. Amend a reservation—confirmation number; check the original reservation details; make the change; change other relevant information; way of confirming the change
c. Bid farewell
9. A guest with a reservation comes into the hotel at seven pm. He is more than one hour’s late.
Key Points:
a. Greet guests in person
b. Name or confirmation number
c. Explain why cancelled; not full, but can’t give the previous discount; call the manager
d. Check in the guest—check the reservation details; business card; passport; deposit/credit card; sign the registration form
e. key card; offer baggage service
f. Bid farewell
10. A guest with a reservation arrives at your hotel. A receptionist receives her.
Key Points:
a. Greet guests in person
b. Name or confirmation number; check in the guest—check the reservation details; business card; passport; deposit/credit card; sign
c. Key card; offer baggage service
d. Bid farewell
11. A guest with no reservation arrives. The receptionist sells him a room at rack rate.
Key Points:
a. Greet guests in person
b. Have you a reservation?—No.
c. Dates; kind of room— we can offer you; room rate
d. Check in the guest—business card; passport; deposit/credit card; check the details and sign;
e. Key card; offer baggage service
f. Bid farewell
12. You are a concierge and you tell the guest, with the help of a map, the way to the ATM and the largest shopping area nearby.
Key Points:
a. Greet guests in person
b. ATM—in the lobby; shopping center—show the way with the help of a map; on foot, by subway or by bus
c. Bid farewell
13. A guest doesn't know how to get a train ticket for Beijing. A concierge of the hotel offers him the help.
Key Points:
a. Greet guests in person
b. Necessary information; by train or by air? What time? How would you like to go there? How much?
c. Check timetable—will the 8:45 train be all right?
d. Check the computer and book tickets
e. Guest name, room number; way to give the guest tickets; deposit
f. Bid farewell
14. A guest arrives at your hotel and checks in. A concierge offers her the luggage service.
Key Points:
a. Greet guests in person
b. Offer baggage service—store the suitcase (claim tag); open 24 hours a day; show guests to the room;
c. Bid farewell
15. You are a concierge, you help a guest with his bag. You show him to the room and introduce room facilities and hotel services to him.
Key Points:
a. Greet guests in person
b. Offer baggage service—show guests to the room; introduce room facilities and hotel services—restaurants, gym, wake-up call service…
c. Bid farewell
16. A guest is checking out. She'd like to pay her bill by credit card at the cashier.
Key Points:
a. Greet guests
b. Key-card or room number
c. Did you have anything from the mini-bar?
d. Present the bill
e. Check (error?)
f. Pay in cash, or by credit card (name three credit cards at least), or both
g. Offer baggage service
h. Bid farewell
17. A guest wants to exchange some US dollars. The cashier helps him and asks him to keep the transaction slip.
Key Points:
a. Greet guests
b. Exchange rate; how much would you like to change?
c. Name; room number; passport
d. Present the money and exchange memo (transaction slip), check and sign
e. Explain why the guest should keep the memo
f. Bid farewell
18. A guest comes to the cashier desk. He wants to check out and he wants to pay in cash.
Key Points:
a. Greet guests
b. Key card or room number
c. Did you have anything from the mini-bar?
d. Present the bill; check (error?)
e. Pay in cash; or by credit card (name three credit cards at least)
f. Offer baggage service
g. Bid farewell