第十五届全国旅游院校服务技能饭店服务大赛英语口语测试题库

第十五届全国旅游院校服务技能（饭店服务）大赛英语口语测试题库一、客房服务1.词汇题号1中文术语门禁系统酸性清洗剂电源转换插座空调英文术语AccessControlSystemacid-basedcleaneradapter/adaptorairconditioningalarmbuttonalarmclock2345警报按钮闹钟67服务设施/用品烟灰amenity8ash9烟缸，烟灰盅智能窗帘系统自动清扫机器人自动窗帘儿童看护员行李架ashurn/ashtrayautomatedcurtainsystemautomaticcleaningrobotautomaticcurtainsbabysitter1011121314151617181920212223242526272829baggage/luggagerackbasin水（台）盆沐浴露bathgel/lotionbathmat地巾浴袍bathrobe浴毯，浴用垫脚巾香皂bathrugbathsoap浴巾bathtowel浴盆（缸）浴室bathtubbathroom浴室客用品沙滩浴巾床上布草铺床bathroomsupplybeachtowelbedlinenbedmaking褥子，垫被床架bedpadbedstock13031323334353637383940414243444546474849505152535455565758596061626364656667686970床头灯床罩bedsidelampbedspread毛毯，毯子百叶窗女士衬衫写字台防盗自动警铃纽扣blanketblindblousebureaudeskburglaralarmbutton地毯carpet警告caution天花（板）中央控制系统频道ceilingcentralcontrolsystemchannel走客房香烟check-outroomcigarette烟蒂cigarettebud/burncleaningchemicalscleaningclothcloset化学清洁剂清洁抹布壁橱云平台外套，上衣衣架cloudplatformcoatcoat(clothes)hangercoffeemakercolor-fast咖啡机不褪色的掉色的梳子color-runcomb补偿，赔偿走廊compensatecorridor礼貌的婴儿床窗帘courteouscrib/babybed/babycotcurtain损坏，损伤湿布damagedampclothdeadbolt锁钮清扫deep/thoroughcleaningdeliverlaundrydepartureroomdeposit送衣预离房存放，押金清洁剂拨号音残障客人detergentdialtonedisabled/handicappedguest27172打扰请勿打扰门把菜单（牌）门道，门廊水滴disturbDND=DoNotDisturbdoorknobmenudoorway737475drip76干洗drycleaningdust77抹灰78垃圾箱dustbin/garbagebinduster79除尘器80羽绒被单羽绒被duvetsheetduvet/downquiltelectronickeyelevator/liftemergencycontactemergencyexit(door)equipment8182电子钥匙电梯8384紧急联系方式安全门8586设备87逃生图evacuationplanexec.(executive)floorexpresslaundryserviceextrabed88行政楼层快洗服务加床899091额外枕头/毯子人脸识别面巾extrapillow/blanketfacerecognitionfacetowel/clothfacialtissuefade929394面巾纸95褪色96龙头faucet/tap97羽绒枕头火警，防火警报器消防通道急救箱featherpillowfirealarm9899fireexit100101102103104105106107108109110111firstaidkit平面图floorplan冲洗flush乳胶枕头折叠foampillowfold冰箱fridge垃圾garbage抓杆grabbar/railguestneedshairdryer客人需求吹风机扶手，手抓杆方（手）巾handrailhandtowel3112113114115116117118119120121122123124125126127128129130131132133134135136137138139140141142143144145146方便残障人士的/无障碍的高清液晶电视床头板handicapfriendlyHDLCDTVheadboard客房服务通暖空调冰桶housekeepingHVACicebucket身份验证赔偿identificationverificationindemnity内线（房内）电话室内保险箱熨衣板和熨斗夹克衫in-housecallin-roomsafeironingboardandironjacket按摩浴缸无钥匙进出台（油）灯待洗衣服，洗衣房洗衣袋Jacuzzikeylessentryandexitlamplaundrylaundrybaglaundryform/listlaundryservicelightbulb洗衣单洗衣服务灯泡布草linen本地（埠）电话锁localcalllock失物招领处维修部LostandFoundmaintenancedepartmentmaintenanceservicemakeuproomsman-madefibermattress维修服务整理房间人造纤维床垫褥子，垫被床垫套mattresspadmattressprotectormend/sew缝补小冰箱/小酒吧监控minibarmonitor用拖把拖，擦拭马克杯，口杯（带把柄的圆形）mopmug147148149150151多媒体娱乐床头柜multimediaentertainmentnightstand便条本notepad通告notice4152153154155156157158159160161162163164165166167168169170171172173174175176177178179180181182183184185186187188189190191192发生故障暂停服务个性化服务枕头OOO(OutofOrder)OOS（OutofService)personalizedservicepillow枕套pillowcase枕巾pillowcover/slippillowshakerplug枕芯插头电源板powerbar/strippublicarea(PA)quilt公共区域被子被套quiltcover收音机闹钟刮须刀radioandalarmclockrazor遥控器remotecontrolroll-awaybedroomcard折叠床门卡房间清洁房间设备控制客房送餐服务寄存保险箱安全保障当日洗衣服务服务指南针线包roomcleaningroomdevicecontrolroomservicesafedepositbox/lockersafetyassurancesamedaylaundryserviceserviceguidesewingkit洗发液shampoo床单sheet擦鞋套shoeshinemittenshoeshinespongeshoeshine擦鞋海绵擦鞋服务短裤shorts淋浴shower浴帽showercap浴帘showercurtainshowerheadsignage淋浴莲蓬头/花洒指示牌面（台）盆台面sinksinkcounterslippers拖鞋智能空调智能照明smartairconditionersmartlighting5193194195196197198199200201202203204205206207208209210211212213214215216217218219220221222223224225226227228229230231232233智能门锁智能镜子智能客房设备智能音箱智能电视智能洗衣烟雾传感器肥皂smartlocksmartmirrorsmartroomdevicesmartspeakersmartTVsmartwashingsmokesensorsoap皂碟soapdish插座socket沙发sofa污（换洗）布草换洗衣物袋文具soiledlinensoiledlinenbagstationeryswab棉花棒（签）毛衣，羊毛衫打扫sweatersweep开关switch泡茶用具电话听筒行窃，偷窃的事例或行为瓷砖，地砖马桶，厕所，卫生间马桶池teamakertelephonereceiverthefttiletoilettoiletbowltoiletpapertoiletroll卫生纸筒纸浴室用品洗漱用品更换牙刷toiletriestoiletriesreplacementtoothbrushtoothpastetouchscreenpaneltowel牙膏触摸屏毛巾变压器transformertray托盘熨裤机trouserpresstub浴缸开夜床（做晚床）服务真空吸尘器吸尘器turndownservicevacuumvacuumcleanervaletservicevaluables洗熨烫服务/泊车服务贵重物品6234235236237238239240241（带镜子的）梳妆台视频会议语音指令电压，伏特数衣柜vanityvideoconferencingvoicecommandvoltagewardrobe轮椅wheelchair无线音响无线上网wirelessaudiowirelessinternetaccess2.句子翻译题号题目参考答案对不起，我不是有意要打扰您。我过I’msorry,butIdidn’tmeantodisturbyou.Icancomebacklater.您要换床单而不用换毛巾？这没问Changethebedbutdon’tchangethetowels?123一会再来。题。Noproblem.Goodafternoon.Doyouneedanythingelsefortheroom?下午好。您的房间还需要些什么吗？IsthereanythingelseIcandoforyou?PerhapsyouhavesomelaundryIcantaketobecleaned.您还需要些什么？或许我可以帮您把换洗衣服拿去洗一下。45I’mverysorryforyourinconvenience,Mr.海克先生，很抱歉。我来给酒店维修工程师打个电话。Hayek.Pleaseallowmetocallourmaintenanceengineer.I’llsendsomeoneuprightawayandhaveitcleanedagain.6789我立刻派人上楼来再打扫一遍。先生，我马上给您拿一些干净毛巾到I’llbringupmoretowelstoyourroomrightaway,sir.吸尘器可能会有点吵，会不会打扰您Thevacuumcleanermaybealittlenoisy.Isthatalright?普特南先生，晚上好！我现在可以为Goodevening,Mr.Patten.MayIdothe您房间。呢？您开夜床吗？turn-downservicenow?Theroomhasextrawidedoorwaysandcorridors,withextraspacearoundthefurnitureintheroom.房间有加宽的门廊和走道，而且家具之间预留了更多的空间。10对这个问题我觉得非常抱歉，让我来Letmehavealookatit.Ourapologiesforthe1112检查一下。problem.快洗服务需要两个小时，但是价格更Theexpresslaundryservicewilltaketwo贵一些。hoursandwillcostmore.我来给您送洗好的衣服。我把衬衫挂Iamheretoreturnyourclothes.Iwillhangthe在您的衣橱衣架上吧。shirtsuponhangersinyourcloset.1314您的吹风机的电压看上去应该是220Itlookslikeyourhairdryeris220volts,the伏特，和中国的电压一样。sameasinChina.7Ifyouborrowedanadapter,pleasegiveitback如果您借一个转换插座，离店前一定要归还。如果不归还，就会发生费用。whenyouleave.Ifnot,therewillbeachargeforit.15我理解，但是这恐怕不行。这项服务Isee,butI'mafraidthat'snotpossible.That1617是不符合酒店规定的。serviceisagainstourhotel’sregulations.您需要我什么时间回来帮您打扫房Whattimewouldyoulikemetocomebacktocleanyourroom?间呢？女士，没问题。我们总会按照您的要Certainly,madam.Wecanalwayscleanyour求提早收拾房间。有什么需求尽管告room(s)earlieronyourrequest.Justletus18诉我们。knowwhatyouneed.不客气。先生，夫人，晚安，祝你们You'rewelcome.Goodnight,madam,sir,anddohaveaverypleasantevening!很高兴听到您在我们这住得很开心。I'mgladyouenjoyedyourstayhere.Please1920晚上过得开心。希望很快再能见到您。comeagainsoon.Youcanadjustthelighting,temperature,andeventhecurtainsintheirroomsusingthesmartcontrolpanelormobileapp.您可以使用智能控制面板或移动应用程序调节房内灯光、温度和窗帘。2122通过语音命令，您可以在无需物理接Withvoicecommands,youcancontroltheir触任何按钮的情况下控制房间内的room'ssmartdeviceswithoutneedingto智能设备。physicallytouchanybuttons.Thesmartroomsystemintegrateswithvariousdevices,suchaslights,airconditioning,andentertainmentsystems,providingaseamlesscontrolexperience.智能客房系统与各种设备（如灯光、空调和娱乐系统）集成，提供无缝的控制体验。23我们为每个房间都配备了视频会议We'veprovidedthenecessaryequipmentfor所需的设备，包括高清摄像头和麦克videoconferencingineachroom,includingan2425风。HDcameraandmicrophone.您可以在应用程序中申请加急服务。Youcanrequestexpressserviceintheapp.但请注意，加急服务可能会产生额外However,pleasenotethatexpressservicemay的费用。incuradditionalfees.83.应景服务题号题干参考答案Attendant:Goodmorning.Doyouneedanythingfortheroom?TheroomattendantisservicingaGuest:Yes,Ineedmorebathtowels.guest’sroom.Theattendant:1)Attendant:Bathtowels.Doyouwanttwo?greetstheguestandofferstohelp;Guest:Yes,that’sfine.2)repeatswhattheguestwantsandAttendant:Hereyouare.askshowmany;3)givestheGuest:Thankyou.1towels;4)asksaboutextraservice;Attendant:Isthereanythingelseyouneed?5)introduceshisorherownnameGuest:No,that’sgreat.andleaveswithgoodwishes.Attendant:MynameisGina.Pleaseletmeknowifthereisanythingelseyouneed.Haveagoodafternoon！Attendant:Housekeeping.MayIcomein?Guest:Yes.Theroomattendantknocksatthedooroftheguestroom.Heorshe:1)askstoentertheroom;2)sayssorryfornotintendingtodisturbandagreestodotheservicinglater;3)repeatstheguest’srequests.Attendant:I’msorry.Ididn’tmeantodisturbyou.Icancomebacklater.2Guest:Justaminute.Whenyoucleantheroom,wouldyoumindchangingthebed,butnotthetowels?Attendant:Changethebedbutdon’tchangethetowels?Noproblem.I’llcomebacklater.Attendant:Goodafternoon.Doyouneedanythingfortheroom?Theroomattendantisservicingaguest’sroom.Theattendant:1)greetstheguestandofferstohelp;2)tellstheguestwherethehairdryerisplaced;3)repeatstheguest’srequestsandagreestobringtheminquickly.Guest:Yes,Ineedahairdryer.Attendant:Itshouldbeonthewallinthebathroom.Guest:Yes,please.CouldIgetacoupleofmoretowelsandanotherblanket?3Attendant:Yes,madam,moretowelsandoneblanket.Wewillgetthemtoyourightaway.9Attendant:Housekeeping.MayIcomein,madam?Guest:Yes,thanksforcomingsoquickly.TheroomattendantknocksattheAttendant:Certainly,madam.HowcanIhelpyou?doorinresponsetoaguest’sGuest:I'dlikesomefreshtowelsinthesuitewhenIrequestfortheturn-downservice.getbackthisevening.Sheorhe:1)enterstheroomAttendant:I’llgetthemimmediately.Wouldyoupolitely;2)offershelp;3)agreestolikemetoalsochangethebedsheets?doasrequestedandoffersbedsheetGuest:Yes,thatwouldbenice.Couldyoualsoturnchangingservice;4)offerstohelpdownthecovers?456withlaundryservice.Attendant:IsthereanythingelseIcandoforyou?PerhapsyouhavesomelaundryIcantaketobecleaned.Attendant:Housekeeping.MayIcomein?TheroomattendantknocksattheGuest:Comein,please.doorinresponsetoaguest’sAttendant:Goodevening,Mr.Patten.MayIdotherequestfortheturn-downservice.turn-downservice?Sheorhe:1)enterstheroomGuest:Sure.Pleasegoahead.Idon’tlikethesepolitely;2)offerstoturndownthefoampillowsverymuch.room;3)agreestochangethefoamAttendant:Noproblem.Iwillchangethemforpillowsformorecomfortableones;morecomfortableones.4)offerstodootherturndownGuest:Thankyou.Iappreciatethat.services.Attendant:ShallIdrawthecurtainsforyou?Guest:Yes,please.Ididn’trealizeitissolate.Guest:Idon’tlikethesefoampillowsverymuch.Attendant:Noproblem.IwillchangethemforTheroomattendantisturningdownfeatherpillowsforyou.aguestroom.Sheorhe:1)agreesGuest:Thankyou.Iappreciatethat.tochangethefoampillowsforAttendant:ShallIdrawthecurtainsforyou?morecomfortableones;2)offerstoGuest:Yes,please.IthoughtImightgodowntoclosethewindowcurtains;3)oneofyourrestaurants.Whichrestaurantdoyourecommendsarestaurant;4)recommend?respondstotheguest’s“thank-you”Attendant:TheChineserestaurantonthesecondandleavespolitely.floorisverygood.Guest:Oh,great.Thankyou.Attendant:Youareverywelcome.Goodbye.10Attendant:Nicetomeetyou,Ms.Smith.Iamgoingtoshowyouthehandicappedfacilitiesinthisroom.TheroomattendantexplainstoMs.Guest:Thankyou.theAttendant:First,theroomhasextrawidedoorwaysSmiththefacilitiesforhandicapped.Sheorhe:1)sayshisandcorridors,withextraspacearoundthefurniturepurpose;2)explainsthefacilitiesintheroom.789forthehandicapped(thedoor,theGuest:Cansomeoneinawheelchairmovearoundfurniture);3)explainsthespeciallyeasily?designeddoorhandles;4)explainsAttendant:That’sright.Alsothedoorhandlesarethespeciallydesignedfacilitiesbylowsotheyareeasytoreach.thebed.Guest:Thatisagoodidea.Attendant:Overhere,bythebed,therearestiffhandles.Attendant:Goodafternoon,Ms.Wang.Youreportedaproblem?Guest:Yes,that’sright.Myshowerisrunninghotandcold.TheroomattendantiscalledtoMs.Wang’sroom.Sheorhe:1)greetsandasksabouttheproblem;2)makesapologiesandpromisestosolvetheproblem;3)asksaboutextrarequests;4)agreestomeettherequestandleavespolitely.Attendant:Ourapologiesfortheproblem.Iwillhavesomeonetorepairtheshower.Guest:Thankyou.Attendant:IsthereanythingelseIcando?Guest:Ineedanewlightbulbforthedeskhebedroom.Attendant:Iwillchangeitforanewone.Haveagoodday.Iwillcomebackshortly.Attendant:Goodafternoon,Ms.Lee.Iamheretocollectyourlaundry.Guest:Yes,that’sright.Comein.ThelaundryattendantgetslaundryfromMs.Lee’sroom.Heorshe:1)greetsandasksaboutthelaundry;2)asksabouthowmanypiecesoflaundry;3)offerstofilloutthelaundrylist;4)explainstheexpresslaundryservicepolicy.Attendant:Howmanyitemsdoyouhaveforwashing?Guest:Well,Ihavethisskirtsuitthatneedstobedry-cleaned.Attendant:Letmefilloutthelaundrylistforyou.Guest:Oh,thankyou.Iforgottodothat.CanIgetthisdonebyexpressservice?Attendant:Theexpressservicewilltaketwohoursandwillcostmore.IsthatOK?Guest:Yes,that’sfine.Thankyou.11Attendant:Goodafternoon,Mrs.Smith.Guest:Hello.Ineedtoborrowanadapter.Attendant:Anelectricaladapter,certainly.Guest:Iwanttopluginmyhairdryer.Attendant:Doyouknowwhatvoltageituses?Guest:No.Isthatimportant?TheroomattendantiscalledtoMrs.Brown’sroom.Sheorhe:1)greetstheguest;2)repeatstheguest’srequest(forexample,borrowinganadapter)andagreestodoastold;3)10asksaboutthevoltageoftheAttendant:Electronicsmayneedatransformerifthevoltageisdifferent.IsitfromtheUSAorfromEurope?TheUSAis110volts,andEuropeis220volts.hairdryer;4)explainsthereasonforneedingatransformerandtellsaboutthevoltagesintheUSAandEurope.Guest:Hello,couldyouintroducethesmartroomcontrolsystemfacilitiesatyourhotel?FrontDesk:Certainly.Ourhotel'ssmartroomcontrolsystemisveryadvanced,andbringsyouamoreconvenient,comfortable,andpersonalizedstay.Theguestinquiresaboutthefunctionsofthehotel'ssmartroomcontrolsystem(智能客房控制系统).Thefrontdesk:1)saysthatthesystemGuest:Whatspecificfunctionsdoesithave?FrontDesk:Firstly,youcancontrollighting,airconditioning,curtains,andotherdevicesthroughthesmartcontrolpanelintheroomorviaamobileapp.isadvanced,comfortableandpersonalized;2)saysthattheguestscancontroltheroomthroughthesmartcontrolpanelintheroomorviaamobileapp;3)introducesthesmartcurtainsystem;4)mentionsother11Guest:Canthecurtainsalsobecontrolled?FrontDesk:Yes,oursmartcurtainsystemcanbeopened,closed,andadjustedviathecontrolpanelorapp.functions:smartdoorlocks,environmentalmonitoring,andalarmfunctions.Guest:Thatsoundsveryconvenient.Arethereanyotherfunctions?FrontDesk:Ofcourse,oursmartroomcontrolsystemalsoincludessmartdoorlocks,environmentalmonitoring,andalarmfunctions.Attendant:Mrs.Green.HowmayIhelpyou?Guest:I’dliketoknowifyoucouldfindmeababysittertotakecareofmylittleson.Attendant:Yes,ourspeciallytrainedstaffcanofferchildcareservice.TheroomattendantiscalledtoMrs.Green’sroom.Sheorhe:1)greetstheguestandoffershelp;2)sayssomethingaboutthehotel’schildcareserviceandtrainedstaff;3)asksaboutthechild’sageandexplainswhy;4)tellstheguestaboutthebabysittingprice(withaminimumoffourhours).Guest:That’sgood.12Attendant:Butwedon’ttakecareofchildrenunder18monthsold.MayIknowhowoldyoursonis,madam?Guest:Hissecondbirthdayisonlyaweekaway.Attendant:WechargeCNY40yuanfortheservicebythehour,foraminimumoffour.12Attendant:WechargeCNY40yuanfortheservicebythehour,foraminimumoffourhours.Guest:Quitereasonable.TheroomattendantiscalledtoMrs.Green’sroomtobookthebabysittingservice.Sheorhe:1)tellstheguestthebabysittingprice(withaminimumoffourhours);2)asksaboutthetime;3)repeatsthetotalhoursoftheserviceandasksabouttheguest’sroomnumber;4)leavespolitely.Attendant:Forhowmanyhoursdoyouneedtheservice?Guest:Well,I’llhavetoleaveat5:30p.m.andwon’treturnuntilmidnight.13Attendant:OK,that’llbeabout6hours.Yourroomnumber,madam?Guest:1206,thenameisMrs.Green.Thankyouforyourhelp.Attendant:Wearealwaysatyourservice.TheroomattendantknocksattheAttendant:Housekeeping.MayIcomein?doorofaguestroomtodotheGuest:Yes,please.turn-downservice.Sheorhe:1)Attendant:Goodevening.MayIdotheturn-downaskstoentertheroom;2)greetstheserviceforyounow?guestsandofferstodotheGuest:Whatdoyoumeanbythat?turn-downservice;3)explainstheAttendant:Fortheturn-downservice,I’lltakeawayturn-downservice(fourthingstothebedcoverletandfoldupthecornerofthedo:bedcoverlet,corneroftheblanket.Besides,I’lldrawthecurtainsandturnonblanket,curtainsandlights,etc.);4)somelights.14explainsmorethingstodo(forGuest:Hownice.Whatthen?example,bathroom,freshtowels,Attendant:I’llcleanthebathroomandbringinetc.).somefreshtowels.Attendant:Housekeeping.MayIcomein?Guest:Yes,please.TheroomattendantknocksattheAttendant:Goodevening.MayIdotheturn-downdoorofaguestroomtodotheserviceforyounow?turn-downservice.Sheorhe:1)Guest:Whatdoyoumeanbythat?askstoentertheroom;2)greetstheAttendant:Fortheturn-downservice,I’lltakeawayguestsandofferstodothethebedcoverletandfoldupthecornerofthe15turn-downservice;3)explainstheblanket.Besides,I’lldrawthecurtainsandturnonturn-downservice(fourthingstosomelights.do:bedcoverlet,corneroftheGuest:Oh,Isee.ButI’mhavingsomefriendsoverblanket,curtainsandlights,etc.);4)now.Wouldyoucomebacktodotheserviceintwotellstheguestthewayofnotbeinghours?disturbed.Attendant:Yes,ofcourse.YoumayalsopresstheDNDsignonthepanelofthenightstandifyoudon’twanttobedisturbedforthetimebeing.13Attendant:Roomattendant.MayIcomein?Guest:Yes,please.Attendant:Goodevening.WouldyoulikemetodoTheroomattendantknocksatthetheturn-downserviceforyounow?doorofaguestroomtodotheGuest:Whatdoyoumeanbyturn-downservice?turn-downservice.Sheorhe:1)Canyoutellmeaboutit?askstoentertheroom;2)greetstheAttendant:Byturn-downservice,itmeansIwill16guestsandofferstodothecleanuptheroom,makethebed,cleantheturn-downservice;3)explainsthebathroom,replacethelinens,anddrawthecurtains,turn-downservice(fourthingstoetc.do);4)agreestodoasrequested.Guest:Ihavejusttakenabath.Thereisnobathrobeinthebathroom.Attendant:Don’tworry.Iwillbringinanewbathrobe.Attendant:Housekeeping.MayIcomein,please?Guest:Yes,thedoorisopen.Attendant:HowcanIhelpyou,ma’am?Guest:I’dlikesomefreshtowelsintheroom.Attendant:Somefreshtowels.I’llgetthemrightaway.Wouldyoulikemetoalsochangethebedsheets?Theroomattendantknocksatthedoorofaguestroomtodotheturn-downservice.Sheorhe:1)askstoentertheroom;2)greetstheguestsandoffershelp;3)repeatstheguest’srequestandasksaboutchangingthebedsheets;4)asksaboutlaundry.17Guest:Yes,thatwouldbefine.Couldyoualsoturndownthebedcovers?Attendant:Certainly,ma’am.PerhapsyouhavesomelaundryIcantaketobecleaned.Guest:Right.Idohavesomeclothesinthelaundrybag.TheroomattendantknocksattheGuest:Itgetsstuffyinthisroom.doorofaguestroomtodotheAttendant:I’llopenthewindowwhileyouareturn-downservice.Sheorhe:1)away,andmakesuretocloseitbeforeyoureturn.respondstotheguest’srequest(forGuest:Excellent.Icanneverfindthelightswitchexample,itisstuffyintheroom);whenIgetbackintheevening.2)respondstotheguest’srequestAttendant:I’llmakesuretoleavethebedstand(forexample,difficulttofindthelamponafterIfinishcleaningup.lightswitchintheevening);3)Guest:Areyougoingtovacuum?agreestovacuumtheroom;4)Attendant:Certainly,ma’am.Wevacuumourrespondstotheguest’srequest(forroomseveryday.18example,wishingtoreadGuest:I’dliketoreadsomenewspapersintheroomintheevening.newspapersintheevening).14Attendant:Goodafternoon,Mrs.Lee.HowcanIhelpyou?Guest:Iwillhaveafriendcomingfromanothercitytovisitme.Couldyouputanextrabedinmyroom?TheroomattendantiscalledtoMrs.Lee’sroom.Sheorhe:1)greetstheguestandoffershelp;2)agreestoanextrabedandaskstheguesttocontacttheFrontDesk;3)explainsthechargeforanextrabed;4)leavespolitely.Attendant:Certainly,madam.ButyouneedtocalltheFrontDeskfirst.19Guest:Isthereanextrachargefortheextrabed?Attendant:Thesurchargeishalftheroomrate.Guest:Thanks.Attendant:I’llbringupthatrollawayforyourightaway.Guest:Excuseme,butcanIusetheInternetorWi-Fiinmyroom?Attendant:Yes,wehaveWi-Fiintheroom,butitTheroomattendantiscalledtoMs.costsextra.Wang’sroom.Sheorhe:1)Guest:Howmuchdoesitcost?respondstotheguest’srequestforAttendant:It’s5dollarsperhour.IsthatOkayforWi-Fiintheroom;2)explainstheyou?extracostoftheuseofin-roomGuest:Well…Em…InwhichpartofthehotelcanWi-Fi;3)explainswheretheguestIgetfreeWi-Fi?20cangetfreeWi-Fi(inthelobby,forAttendant:YoucanonlygetfreeWi-Fiinthelobbyexample);4)explainsthewaytoarea.payforthein-roomWi-FiandGuest:ThenI’lltakethein-roomWi-Fi.Ican’tlivegivestheWi-Fipassword.withoutit.Attendant:Okay,itwillbechargedtoyourroomaccount.And,hereisyourpassword:Cjouan552.Guest:Thanks.Attendant:Housekeeping.MayIcomein?Guest:Yes,please.Theroomattendantknocksatthedoorofaguestroom.Sheorhe:1)askstoentertheroom;2)greetstheguestsandoffershelp;3)explainsaboutthetapwater(hotwaterandcoldwater);4)explainshowtogethotdrinkablewater.Attendant:Goodevening,madam.HowmayIhelpyou?Guest:Isthehottapwaterdrinkable?Attendant:No,sir.Neitherthecoldtapwaternorthehottapwaterisdrinkable.21Guest:WherecanIgethotdrinkablewater?Attendant:Thereisakettleoverthere.Guest:Thankyousomuch.15Attendant:Excuseme.Doyouhaveanylaundry?I’mheretocollectit．Guest:No,notnow,thankyou．Attendant:Ifyouhaveany,pleasejustleaveitinThelaundryattendantiscalledtothelaundrybagbehindthebathroomdoor.WeMrs.Lee’sroom.Sheorhe:1)comeovertocollectiteverymorning．greetstheguestandofferstocollectGuest:Isee.Whatifthereisanylaundrydamage?Ilaundry;2)explainswheretoleavewonderifyourhotelhasapolicyondealingwiththelaundryandthetimetocollectit．22laundry;3)explainsthehotelpolicyAttendant：Insuchacase,thehotelshouldcertainlyforlaundrydamage;4)leavespayforit.Theindemnityshallnotexceedtentimespolitely.thelaundry．Guest:Thatsoundsquitereasonable.Ihopethere'snodamageatall．Attendant:Don’tworry,madam.Ourlaundryworkerhasrichexperienceintheirwork．Attendant:HowmayIhelpyou?Guest:Hi.I’vegotabunchofdirtyclothesuphere.Attendant:I’lltakecareofthatrightaway,madam.Itis13:00p.m.ThelaundryGuest:Whenwillyoureturnmyclothes?attendantiscalledtoMrs.Lee’sAttendant:Normallyclothescollectedbefore10:00room.Sheorhe:1)greetstheguesta.m.canbereturnedthesameday,butnowit’sandoffershelp;2)agreestocollectnoon.I’mafraidyourclothescanbereturnedtolaundry;3)explainsthetimetoyourroomtomorrowmorning.23returnthelaundry;4)respondstoGuest:That’stoobad.Ineedtheclothestoday.theguest’srequestforreturningtheWhat’stobedone?laundrythesameday;5)explainsAttendant:Don’tworry,sir.Youcantryourthetimethattheexpresslaundryexpresslaundryservice.servicetakes.Guest:Howlongdoesittake?Attendant:Usuallyexpresslaundryservicecanbefinishedwithinfourhours.Guest:Great!16Guest:Ineedtheclothestoday.What’stobedone?Attendant:Don’tworry,madam.YoucantryourItis13:00p.m.Thelaundryexpresslaundryservice.attendantiscalledtoMs.Wang’sGuest:Howlongdoesittake?room.Sheorhe:1)respondstotheAttendant:Usuallyexpresslaundryservicecanbeguest’srequestforreturningthefinishedwithinfourhours.laundrythesameday;2)explainsGuest:Great!24thetimetheexpresslaundryserviceAttendant:I’mafraidthereisadditionalchargefortakes;3)explainsthecostfortheit.It’s50%more.expresslaundryservice;4)agreesGuest:Okay,I’lltaketheexpresslaundryservice.toplacethecleanedclothesSoitispossibletogetmyclothesbackandstoredintheclosetbythetimeIreturn?properly.Attendant:That’snoproblem,madam.I’llputthemonhangersinthecloset.Attendant:Goodmorning,Mrs.Lee.CanIhelpTheroomattendantiscalledtoyou?Mrs.Lee’sroom.Sheorhe:1)Guest:Theairconditionerdoesn’twork.Theroomgreetstheguestandoffershelp;2)isveryhot.Thetoiletdoesn’tflush,either.makesapologiesandrespondstoAttendant:I’msorry.I’llsendsomeonefromthetheguest’scomplaintoftheairmaintenanceuptoyourroom.25conditionerandthetoilet;3)makesGuest:Justasecond,thedoorwon’tlocksafely.apologiesandpromisestofindAttendant:I’msorry.I’llcalltheSecuritysomeonetochecktheproblem;4)departmenttocheckthep