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2016年温州市中职学校学生酒店服务技能大赛技术文件

发布人:实训处     更新时间:2015年11月10日     点击数: 次     字号:

一、竞赛方式

(一)竞赛方式

本赛项为个人赛,包括中餐宴会摆台与服务、客房中式铺床两个分项。

(二)组队要求

1. 每个分项每队限报6名选手,每名选手限报1名指导教师。

2. 参赛选手须为全日制正式学籍的中职在校学生。

3.参赛选手所学专业须为中职高星级饭店运营与管理专业以及相近的旅游服务与管理专业、旅游外语专业等旅游类专业。

二、竞赛内容与时长

1.仪容仪表:主要考察选手的仪容仪表是否符合旅游酒店行业的基本要求及岗位要求。在每个分赛项现场操作比赛之前进行仪容仪表展示,展示时间不超过1分钟。

2.现场操作:中餐宴会摆台与服务、客房中式铺床两个赛项分别比赛。为贴近行业实际运用的需要考察选手技能标准掌握的准确性,基本技能与核心技能的熟练性、规范性、实用性、观赏性。中餐宴会摆台与服务现场操作比赛时间18分钟;客房中式铺床现场操作比赛时间3分钟。

3.专业英语测试(口试):主要考察选手的对客服务英语口语表达能力,每位选手需回答6道题,其中中译英、英译中、情景对话各2道。时间为3分钟。

三、中餐宴会摆台与服务技能比赛

(一)设备物品条件(组委会提供;1名选手计)

序号

 

 

质地

数量

1

中餐圆形餐台

高度为75厘米、直径180厘米

 

1

2

工作台

90厘米�280厘米,75厘米

 

1

3

餐椅

(连椅背)高度90厘米,宽40厘米

 

10

4

防滑圆托盘(含托盘垫)

外径35.5厘米,内径32厘米,误差0.5厘米

 

2

5

台布及装饰布

台布:正方形,240240厘米70%棉、30%化纤

装饰布:圆形,直径320厘米,材质约30%的棉,70%的化纤

 

1

6

餐巾(口布)

56厘米�56厘米

纯棉

10

7

花盆

外径17.5厘米,内径16.5厘米,底径13.5厘米,盆高7.5厘米

瓷器

1

8

餐碟(骨碟)

外径20.3厘米,内径12.5厘米

瓷器

10

9

汤碗(翅碗)

碗口直径11.3厘米 ,底部直径5厘米,4厘米

10

10

味碟

碟口7.3厘米, 底部4厘米,高1.8厘米

瓷器

10

11

汤勺

13.4厘米, 宽4厘米

瓷器

10

12

筷架

7.1厘米,底部长7.3厘米;宽3.1厘米;底部宽3.3厘米;高1.5厘米;勺子位长4.9厘米,圆形凹口位2.5厘米;筷子位顶部2.2厘米,凹位1.3厘米,高度1.1厘米

瓷器

10

13

筷子

24.5厘米,筷子头直径0.4厘米;带筷套:长29.5厘米,宽3厘米

 

10

14

席面更

(长柄勺)

全长20.4厘米,勺子长6.4厘米,直径4.3厘米

不锈钢

10

15

水杯(414ML

杯口外径6.5厘米,杯口内径6.1厘米,内高13.5厘米,外高18.7厘米,杯底直径6.7厘米,厚0.4厘米

玻璃器

10

16

葡萄酒杯(14CL

杯口外径5.8厘米,杯口内径5.5厘米,内高6.9厘米,外高14厘米,杯底直径5.7厘米,厚0.2厘米

玻璃器

10

17

白酒杯(2.6CL

杯口外径3.7厘米,杯口内径3.4厘米,内高3.3厘米,外高8.9厘米,杯底直径4.1厘米,厚0.2厘米

玻璃器

10

18

牙签

8.3厘米,宽1.5厘米

 

10

19

菜单

18.5厘米,外宽12.5厘米,内宽10.5厘米,厚1.7厘米

 

2

20

桌号牌

底座长10厘米,宽4.5厘米,高8.1厘米,底座厚度0.8厘米

 

1

21

公用餐具(公筷架、筷子、公勺)

公筷架全长9.5厘米,底座长5.9厘米,1.2厘米,勺座直径2.5厘米,筷座长3.5厘米,宽1.2厘米

 

2

22

折叠餐巾花专用大盘

直径40厘米

瓷器

1

23

服务巾

(斟酒用)

边长48厘米

棉质

1

24

酒瓶

葡萄酒瓶:墨绿色750ml  高:32厘米  瓶身直径:7.3厘米 口径(外):2.7厘米 口径(内):1.9厘米

白酒瓶:透明色500ml    高:26.5厘米

瓶身直径:6.6厘米 口径(外):2.75厘米 口径(内):1.75厘米

玻璃

 

2

酒瓶样例图片

葡萄酒瓶

 

(二)中餐宴会摆台与服务现场操作规则

1.按中餐正式宴会摆台与服务(10人位),根据组委会统一提供设备物品进行操作与服务。

2.操作时间18分钟(比赛结束前3分钟两遍提醒选手“离比赛结束还有3分钟”;提前完成不加分,每超过30秒,扣总分2分,不足30秒按30秒计算,以此类推;超时2分钟不予继续比赛,裁判根据选手完成部分进行评判计分)。

3.选手必须佩带参赛证、号牌提前进入比赛场地,在指定区域按组别向裁判进行仪容仪表展示,时间1分钟。

4.裁判员统一口令“开始准备”进行准备,准备时间3分钟。准备就绪后,选手站在工作台前、主人位后侧,举手示意。

5.选手在裁判员宣布“比赛开始”后开始操作。

6.比赛开始时,选手站在主人位后侧。比赛中所有操作与服务必须按顺时针方向进行。(“拉椅让座”环节,从工作台到第一主宾位、从第二主宾位到主人位,可逆时针操作。)

7.所有操作与服务结束后,选手应回到工作台前,举手示意“比赛完毕”。

8.除台布、装饰布、花盆和桌号牌可徒手操作外,其他物品均须使用托盘操作。

9.餐巾准备无任何折痕;餐巾折花花型不限,但须突出正、副主人位花型,整体挺括、和谐、美观。

10.比赛中允许使用托盘垫。

11.在拉椅让座之前(铺装饰布、台布时除外),餐椅保持“三三二二”对称摆放,椅面1/2塞进桌面。铺装饰布、台布时,拉开主人位餐椅。铺完装饰布、台布后将餐椅归位。

12.物品落地每件扣3分,物品碰倒每件扣2分;物品遗漏每件扣1分。逆时针操作扣1/次。

13.中餐宴会摆台与服务标准

1)摆台的基本要求:餐具图案对正,距离均匀、整齐、美观、清洁大方,为宾客提供一个舒适的就餐位置和一套必需的就餐餐具。

2)摆台的顺序和标准

①铺装饰布、台布:拉开主人位餐椅,在主人位铺装饰布、台布;装饰布平铺在餐桌上,正面朝上,台面平整,下垂均等;台布铺在装饰布上,正面朝上;定位准确,中心线凸缝向上,且对准正副主人位;台面平整;台布四周下垂均等。

②餐碟定位:从主人位开始一次性定位摆放餐碟,餐碟边沿距桌边1.5厘米;每个餐碟之间的间隔要相等;相对的餐碟与餐桌中心点三点成一直线;操作要轻松、规范、手法卫生。

③摆放汤碗、汤勺和味碟。汤碗摆放在餐碟左上方1厘米处,味碟摆放在餐碟右上方,汤勺放置于汤碗中,勺把朝左,与餐碟平行。汤碗与味碟之间距离的中点对准餐碟的中点,汤碗与味碟、餐碟间相距1厘米

④摆放筷架、席面更、筷子、牙签:筷架摆在餐碟右边,其横中线与汤碗、味碟横中线在同一条直线上;筷架左侧纵向延长线与餐碟右侧相切。席面更、筷子搁摆在筷架上,筷尾的右下角距桌沿1.5厘米,筷套正面朝上;牙签位于银更和筷子之间,牙签套正面朝上,底部与席面更齐平。

⑤摆放葡萄酒杯、白酒杯、水杯:葡萄酒杯摆放在餐碟正上方(汤碗与味碟之间距离的中点线上);白酒杯摆在葡萄酒杯的右侧,水杯位于葡萄酒杯左侧,杯肚间隔1厘米,三杯杯底中点连线成一直线,该直线与相对两个餐碟的中点连线垂直;水杯待餐巾花折好后一起摆上桌,杯花底部应整齐、美观,落杯不超过2/3 处,水杯肚距离汤碗边1厘米;摆杯手法正确(手拿杯柄或中下部)、卫生。

⑥摆放公用餐具:公用筷架摆放在主人和副主人餐位水杯正上方,距水杯肚下沿切点3厘米,公勺、公筷置于公用筷架之上,勺柄、筷子尾端朝右。先摆放杯花,再摆放公用餐具。

⑦折餐巾花:折十种不同造型杯花,每种餐巾花三种以上技法;花型突出正、副主人位;有头尾的动物造型应头朝右,主人位除外;巾花观赏面向客人,主人位除外;巾花挺拔、造型美观、款式新颖;操作手法卫生,不用口咬、下巴按、筷子穿;手不触及杯口及杯的上部。如折的是杯花,水杯待餐巾花折好后一起摆上桌。

⑧上花盆、菜单(2个)和桌号牌:花盆摆在台面正中;菜单摆放在正副主人的筷子架右侧,位置一致,菜单右尾端距离桌边1.5厘米;桌号牌摆放在花盆正前方、面对副主人位。

⑨拉椅让座:先拉第一主宾(主人位右侧第1位)、第二主宾(主人位左侧第1位)、主人位,然后按顺时针方向逐一定位,示意让座;座位中心与餐碟中心对齐,餐椅之间距离均等,餐椅座面边缘距台布下垂部分1厘米;让座手势正确,体现礼貌。

⑩托盘斟酒:将斟倒酒水装盘,从第一主宾位开始,连续五个餐位,每个餐位换瓶斟酒,先葡萄酒后白酒共十杯;左手托盘,右手持瓶斟酒,酒标朝向客人,斟酒时瓶口不碰杯口;斟酒量均匀,葡萄酒二分之一杯、白酒三分之二杯,斟倒时做到不滴不洒;服务操作时托盘展开,姿势正确、保持平衡、位置合理。

3)台布、装饰布的折叠方法:反面朝里,沿凸线长边对折两次,再沿短边对折两次。

4)酒水准备:比赛斟酒所用葡萄酒为食用葡萄汁和水兑制而成,比赛斟酒所用白酒用水代替。葡萄酒杯和白酒杯每批次撤换一套;每位选手配一瓶比赛用葡萄酒和一瓶比赛用白酒。

(三)中餐宴会摆台与服务现场操作比赛评分标准

 

操作程序及标准

分值

扣分

得分

台布及装饰布

 

7分)

可采用抖铺式、推拉式或撒网式铺设装饰布、台布,要求一次完成,两次扣0.5分,三次及以上不得分。

2

 

 

拉开主人位餐椅,在主人位铺装饰布、台布。

1

 

 

装饰布平铺在餐桌上,正面朝上,台面平整,下垂均等。

1

 

 

台布正面朝上,铺在装饰布上;定位准确,中心线凸缝向上,且对准正副主人位;台面平整;台布四周下垂均等。

3

 

 

餐碟定位

9分)

从主人位开始一次性定位摆放餐碟,餐碟间距离均等,与相对餐碟、餐桌中心点三点一线。

7

 

 

餐碟边距桌沿1.5厘米

1

 

 

拿碟手法正确(手拿餐碟边缘部分)、卫生、无碰撞

1

 

 

汤碗、汤勺、味碟

6分)

汤碗摆放在餐碟左上方1厘米处,味碟摆放在餐碟右上方,汤勺放置于汤碗中,勺把朝左,与餐碟平行。

3

 

 

汤碗与味碟之间距离的中点对准餐碟的中点,汤碗、味碟、餐碟间相距均为1厘米

3

 

 

筷架、席面更、筷子、牙签

6分)

筷架摆在餐碟右边,其横中线与汤碗、味碟横中线在同一条直线上。筷架左侧纵向延长线与餐碟右侧相切。

2

 

 

席面更、筷子搁摆在筷架上,筷尾的右下角距桌沿1.5厘米

2

 

 

筷套正面朝上。

1

 

 

牙签位于席面更和筷子之间,牙签套正面朝上,底部与席面更齐平。

1

 

 

葡萄酒杯、白酒杯、水杯

8分)

葡萄酒杯在餐碟正上方(汤碗与味碟之间距离的中点线上)。

1

 

 

白酒杯摆在葡萄酒杯的右侧,水杯位于葡萄酒杯左侧,杯肚间隔1厘米,三杯杯底中点与水平成一直线。水杯待餐巾花折好后一起摆上桌,杯花底部应整齐、美观,落杯不超过2/3 处。

5

 

 

摆杯手法正确(手拿杯柄或中下部)、卫生。

2

 

 

公用餐具

2分)

公用筷架摆放在主人和副主人餐位水杯正上方,距水杯杯肚下沿切点3厘米。先摆放杯花,再摆放公用餐具。

1

 

 

先勺后筷顺序将公勺、公筷搁摆于公用筷架之上,勺柄、筷子尾端朝右。

1

 

 

餐巾折花

17分)

花型突出正、副主人位,整体协调;

有头、尾的动物造型应头朝右(主人位除外);

巾花观赏面向客人(主人位除外);

巾花种类丰富、款式新颖;

巾花挺拔、造型美观、花型逼真;

操作手法卫生,不用口咬、下巴按、筷子穿。

1

1

1

3

4

1

 

 

折叠手法正确、一次性成形。如折的是杯花,巾花折好后放于水杯中一起摆上桌。

5

 

 

手不触及杯口及杯的上部。

1

 

 

菜单、花盆和桌号牌

2分)

花盆摆在台面正中。桌号牌摆放在花盆正前方、面对副主人位。

1

 

 

菜单摆放在正副主人的筷子架右侧,位置一致,菜单右尾端距离桌边1.5厘米

1

 

 

拉椅

让座

3分)

拉椅:从第一主宾位开始,座位中心与餐碟中心对齐,餐椅之间距离均等,餐椅座面边缘距台布下垂部分1厘米

2

 

 

让座:手势正确,体现礼貌。

1

 

 

托盘

斟酒

10

将斟倒酒水装盘,从第一主宾位开始,连续五个餐位,每个餐位换瓶斟酒。顺时针方向前行,客人右侧斟酒,先葡萄酒后白酒共十杯;

2

 

 

左手托盘,右手持瓶斟酒,酒标朝向客人,斟酒时瓶口不碰杯口;

2

 

 

斟酒量均匀,葡萄酒二分之一杯、白酒三分之二杯,斟倒时做到不滴不洒;

4

 

 

服务操作时托盘展开,姿势正确、保持平衡、位置合理。

2

 

 

  盘(2分)

用左手胸前托法将托盘托起,托盘位置高于选手腰部,姿势正确。

1

 

 

托送自如、灵活。

1

 

 

综合

印象

8分)

台面摆台整体美观、便于使用、具有艺术美感。

3

 

 

操作过程中动作规范、娴熟、敏捷、声轻,姿态优美,能体现岗位气质。

5

 

 

  

 

80

 

 

操作时间:                             超时:        扣分:   

物品落地、物品碰倒、物品遗漏                             扣分:   

     

 

 

四、客房中式铺床技能比赛

(一)设施设备条件(以1名选手计;组委会提供)

序号

名称

 

 

数量

 

1

床垫

200厘米�120厘米,高22厘米

 

1

误差0.5厘米

2

床架

床架高20厘米+床脚7厘米

 

1

误差0.5厘米

3

工作台

100厘米�200厘米�75厘米

 

1

 

4

床单

280厘米�200厘米(缩水前:288厘米�206厘米)

100%精梳棉高支高密80支纱/400针,丝光全工艺白色贡缎纹,两头2.5厘米折边,两侧1厘米折边。

1

 

5

被套

235厘米�185厘米�5厘米(缩水前:242厘米�190厘米�5厘米)

100%精梳棉高支高密80支纱/400针,丝光全工艺白色贡缎纹,三边5厘米法式飞边。

1

底部中半开口,系带方式,2组,距两端45厘米

6

被芯

230厘米�180厘米

 

1

内充1.5千克羽绒棉,含填充物总重量2.6千克

7

枕芯

75厘米�45厘米

 

2

内充羽绒棉,含填充物总重量1.35千克

8

枕套

48厘米�78厘米+155厘米

100%精梳棉高支高密80支纱/400针,丝光全工艺白色贡缎纹,四边5厘米法式飞边,于背面距离边缘15厘米为枕套开口。

2

 

(二)客房中式铺床现场操作规则

1.按客房中式铺床流程,根据组委会统一提供设备物品进行操作。

2.操作时间3分钟(其中中式铺床时间3分钟,提前完成不加分,每超过10秒扣2分,不足10秒按10秒计算,超过1分钟不予继续比赛,裁判根据选手完成部分进行评判计分)。

3.选手必须佩带参赛证、号牌提前进入比赛场地,在指定区域按组别向裁判进行仪容仪表展示,时间1分钟。

4.裁判员统一口令“开始准备”后进行准备,准备时间2分钟。准备就绪后,选手站在工作台前、床尾后侧,举手示意。

5.选手在裁判员宣布“比赛开始”后开始操作。

6.操作结束后,选手立于工作台前,举手示意“比赛完毕”。

7.比赛用床架不带床头板,不设床头柜,床头柜位置赛场指定,靠近裁判一头为床头。

8.操作过程中,选手不能跑动、绕床头、跪床、手臂撑床、被子拖地,每违例一次扣2分。

    9.中式铺床现场程序和标准

1)整理床垫(准备工作时):位置正确、平整,四边平齐,床垫无污迹、无毛发、无破损,床垫拉正对齐。

2)抛铺床单:开单、抛单、打单定位一次成功;床单中线居中,不偏离中线;床单正面朝上,表面平整光滑;包角紧密垂直且平整,式样统一;四边掖边紧密且平整。

3)套被套:站在床尾,一次性抛开被套,平铺于床上;被套口向床尾打开;羽绒被芯放置于床尾,被芯长宽方向与被套一致;将被芯两角一次性套入被套内,被芯头部塞入被套顶部并填实,抖开被芯,四角定位,被芯与被套两边的空隙均匀;抛开羽绒被,被头拉到与床垫的床头部位齐平,一次定位成功;被头朝床尾方向反折45厘米。被套中线居中,不偏离床中线;羽绒被在被套内四角到位,饱满、平展,羽绒被在被套内两侧两头平整,被套表面平整光滑,被套口平整且要收口,被芯、绑绳不外露。

4)套枕套:将枕芯平放在工作台上,撑开枕套口,将枕芯往里套;抓住枕套口,边提边抖动,使枕芯全部进入枕套里面;将超出枕芯部分的枕套掖好,枕套开口包好不外露,并把枕套口封好;套好的枕头须四角饱满、平整,且枕芯不外露。

5)放枕头:枕头放置于床头中央,与床头平齐,枕头开口朝下并反向床头柜,放好的枕头距床两侧距离均等,整个枕头表面平整、光滑、无皱折,枕套中线与床单中线在一条线上。

6)外观:床铺整齐美观,整张床面挺括,三线对齐。

7)总体印象:竞赛中,选手操作规范、自如,轻松紧凑,动作优美,技术娴熟,不能跑动、绕床头、跪床、手臂撑床、被子拖地,不重复。

10.其他

1)床单和被套叠法:正面朝里,沿长边对折两次,再单边朝里沿宽边对折两次。被芯折叠法:S型折叠,再两头向中间折,然后对折。

2)选手不可在床头操作,其余位置不限。

3)床架(含脚)+床垫高度为49厘米(误差1厘米)。

(三)客房中式铺床现场操作比赛评分标准

项 目

操作程序及标准

分值

扣分

得分

床单

16分)

开单一次成功(两次扣1分,三次及以上不得分)。

2

 

 

抛单一次成功(两次及以上不得分)。

1

打单定位一次成功(两次扣1分,三次及以上不得分)。

2

床单中线居中,不偏离床中线(偏离床中线1厘米以内不扣分,1-2厘米扣1分,2-3厘米扣2分,3厘米以上不得分)

3

 

 

床单正反面准确(毛边向下,抛反不得分)。

1

 

 

床单表面平整光滑(每条水波纹扣1分)。

3

 

 

包角紧密垂直且平整,式样统一(90度)。

2

 

 

四边掖边紧密且平整(每条水波纹扣1分)。

2

 

 

被套

6分)

一次抛开(两次扣2分,三次及以上不得分)、平整光滑。

4

 

 

被套正反面准确(抛反不得分)。

1

 

 

被套开口在床尾(方向错不得分)。

1

 

 

羽绒被

26分)

羽绒被放于床尾,羽绒被长宽方向与被套一致。

1

 

 

抓住羽绒被两角一次性套入被套内,抖开被芯,操作规范、利落(两次扣2分,三次及以上不得分)。

5

 

 

抓住床尾两角抖开羽绒被并一次抛开定位(两次扣2分,三次及以上不得分)。

3

 

 

被子与床头平齐。(以羽绒被翻折处至床头距离45厘米为评判标准,相差1厘米之内不扣分,1-2厘米扣1分,2-3厘米扣2分,3厘米以上不得分)。

3

 

 

被套中线居中,不偏离床中线(偏离床中线1厘米以内不扣分,1-2厘米扣1分,2-3厘米扣2分,3厘米以上不得分)。

3

 

 

羽绒被在被套内四角到位,饱满、平展。

2

 

 

羽绒被在被套内两侧两头平整(一侧一头不平整扣1分)。

2

 

 

被套口平整且要收口,羽绒被不外露(未收口扣1分)。

2

 

 

被套表面平整光滑(每条水波纹扣1分)。

2

 

 

羽绒被在床头翻折45厘米(每相差2厘米1分,不足2厘米不扣分)。

3

 

 

枕头(2个)

10分)

四角到位,饱满挺括。

4

 

 

枕头开口朝下并反向床头柜。

1

 

 

枕头边与床头边平行。

1

 

 

枕头中线与床中线对齐。(偏离床中线1厘米以内不扣分,1-2厘米扣1分,2厘米以上不得分)。

2

 

 

枕套沿无折皱,表面平整,自然下垂。

2

 

 

综合印象

12分)

总体效果:三线对齐,平整美观。

6

 

 

操作过程规范,动作娴熟、敏捷、优美,能体现岗位气质和礼节礼貌。

6

 

 

  

 

70

 

 

操作时间:                             超时:        扣分:   

选手跑动、跪床、撑床    次:                               扣分:   

     

 

 

五、 “仪容仪表”考察

(一)仪容仪表要求

1.头发要求

男士:后不盖领;侧不盖耳;干净、整齐,着色自然,发型美观大方。

女士:后不过肩;前不盖眼;干净、整齐,着色自然,发型美观大方。

2.面部要求

男士:不留胡须及长鬓角。

女士:淡妆。

3.手及指甲要求:干净;指甲修剪整齐,不涂有色指甲油。

4.服装要求:符合岗位要求,整齐干净;无破损、无丟扣;熨烫挺刮。

5.鞋要求:符合岗位要求的黑颜色皮鞋(中式铺床选手可为布鞋);干净,擦试光亮、无破损。

6.袜子要求:男深色、女浅色;干净、无褶皱、无破损。

7.首饰及徽章要求:选手号牌佩戴规范,不佩戴过于醒目的饰物。

8.总体印象:举止自然、大方、优雅;注重礼节礼貌,面带微笑。

(二)仪容仪表评分标准

 

细节要求

分值

扣分

得分

头发

1.5分)

男士

 

 

 

1、后不盖领

0.5

 

 

2、侧不盖耳

0.5

 

 

3、干净、整齐,着色自然,发型美观大方

0.5

 

 

女士

 

 

 

1、后不过肩

0.5

 

 

2、前不盖眼

0.5

 

 

3、干净、整齐,着色自然,发型美观大方

0.5

 

 

面部

0.5分)

男士:不留胡须及长鬓角

0.5

 

 

女士:淡妆

0.5

 

 

手及指甲

1分)

1、干净

0.5

 

 

2、指甲修剪整齐,不涂有色指甲油

0.5

 

 

服装

1.5分)

1、符合岗位要求,整齐干净

0.5

 

 

2、无破损、无丟扣

0.5

 

 

3、熨烫挺刮

0.5

 

 

1.0分)

1、符合岗位要求的黑颜色皮鞋(中式铺床选手可为布鞋)

0.5

 

 

2、干净,擦试光亮、无破损

0.5

 

 

袜子

1.0分)

1、男深色、女浅色

0.5

 

 

2、干净、无褶皱、无破损

0.5

 

 

首饰及徽章

0.5分)

1、选手号牌佩戴规范,不佩戴过于醒目的饰物

0.5

 

 

总体印象

3.0分)

1、走姿自然,大方,优雅

0.5

 

 

2、站姿自然,大方,优雅

0.5

3、手势自然,大方,优雅

0.5

4、蹲姿自然,大方,优雅

0.5

5、礼貌:注重礼节礼貌,面带微笑                   

1.0

 

 

 

 

10

 

 

 

六、专业英语测试

(一)比赛形式

专业英语测试采用考官与选手问答的形式。每位选手考试时间约为3分钟。每位选手须回答专业英语六道题,其中中译英、英译中、情景对话各二道。

(二)评分说明

810分:语法正确,词汇丰富,语音语调标准,熟练、流利地掌握岗位英语,对不同语境有较强反应能力,有较强的英语交流能力。

68分:语法与词汇基本正确,语音语调尚可,允许有个别母语口音,较熟悉岗位英语,对不同语境有一定的适应能力,有一定的英语交流能力。

46分:语法与词汇有一定错误,发音有缺陷,但不严重影响交际。对岗位英语有一定了解,对不同语境的应变能力较差。

4分以下:语法与词汇有较多错误,停顿较多,严重影响交际。岗位英语掌握不佳,不能适应语境的变化。

(三)专业英语口试评分标准

外语

水平

项目

10

语法

词汇

反应

敏捷

语音

语调

语境

应变

标准

时间

实际用时

扣分

合计

得分

合计

中译英

3

1

1

1

 

3分钟

 

 

 

英译中

2

0.5

1

0.5

 

 

 

情景

对话

5

1

1

1

2

 

 

合计(满分10分)

 

 

裁判签名:

 

    备注:1.比赛硬件条件一切未明事项,以赛场实际条件为准。

2.其他未尽规定事项在大赛秩序册中公布。      

      

附件:1. 2016年温州市中职学校学生酒店服务技能比赛参赛选手报名表

          2. 2016年温州市中职学校学生酒店服务技能比赛报名汇

总表

 3. 2016年温州市中职学校学生酒店服务技能比赛专                 业英语口试参考题(中餐宴会摆台与服务)

 4. 2016年温州市中职学校学生酒店服务技能比赛专                    业英语口试参考题(客房中式铺床)

附件1

2016年温州市中职学校学生酒店服务技能比赛选手报名表

代表队:                 领队:              联系电话:

   

 

性别

 

年龄

 

   

 

身份证号

 

所在学校

 

学校地址

 

   

 

  

 

   

 

所学专业

 

所在年级

 

指导教师姓名

 

比赛项目

    

 

学校单位审核意见

 

 

                                   

                                2015   

大赛组委会

审核意见

 

 

 

             

2015            

    

 

                     

附件2

2016年温州市中职学校学生酒店服务技能比赛报名汇总表

代表队:                 领队:                联系电话:

项目

地区

学校

选手

姓名

学籍号

身份证号

指导教师  

指导教师手机号码  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

附件3

 

2016年温州市中职学校学生酒店服务技能比赛专业英语口试参考题

 

中餐宴会摆台与服务)

Part one   句子:

中译英:

1. 共有几位客人?

译:How many people are there in your party

2. 我们已经为您预订一张6点半的餐台。

译:We have reserved a table for you at 6:30.

3. 请问您在我们餐厅有预订吗?

译:Do you have a reservation with us?

4. 早餐的供应时间是7点到9点。

译:Breakfast will be served from 7:00 to 9:00.

5. 对不起,这张桌子已经有客人预订了。

译:Sorry, this table has been reserved.

6. 请问您有什么特殊要求?

译:Do you have any special needs?

7. 角落的位子怎样?

译:How about a seat in the corner?

8. 这张桌子可以吗?

译:Will this table be all right for you?

9包间已经准备好了,先生。

译:The private room is ready now, sir.

10. 您是要坐吸烟区还是非吸烟区?

译:Would you like smoking area or non-smoking area?

11. 包间的最低消费是800元。

译:For a private room, there is a minimum charge of 800 Yuan.

12. 请您在休息室里稍等一下,一有桌子我们就会安排您入座。

译:Could you wait for a moment in the lounge, pleaseWe’ll seat you as soon as we have a table.

13. 先生,您的桌子已经准备好了。请随我来。

译:Your table is ready now, sir. Please come with me.

14. 这是菜单,服务员随后就到。

译:Here is the menu. The waiter will be with you in a moment.

15. 这是菜单和酒水单。

译:Here is the menu and the wine list.

16. 请问您现在可以点菜了吗?

译:Are you ready to order now?                    

17. 中国有四大菜系,分别是川菜,粤菜,鲁菜和江浙菜。

译:In China, there are four major cuisines that is Sichuan, Guangdong, Shandong and Jiangsu-Zhejiang cuisine.

18. 这是您的账单,请您过目。

译:Here’s your bill. Please check it.

19. 广东菜比较清淡而川菜的口味就比较重。

译:Guangdong cuisine is light while Sichuan cuisine tastes strong.

20. 您想尝尝我们的招牌菜吗?

译:Would you like to try our specialty?

21. 我们的大厨很棒。

译:We have an excellent chef.

22. 我这就去和厨师商量。

译:I’ll speak with the chef right away.

23. 烤鸭大概需要半个小时。

译:Roast duck may take half an hour.

24. 你想喝点儿什么,先生?

译:What would you like to drink, sir?

25. 请签上您的姓名和房间号码。

译:Please sign your name and room number here.

26. 干白葡萄酒是按瓶卖的。

译:The dry white wine is sold by bottle.

27. 你们有什么牌子的啤酒?

译:What brands of beer do you have?

28. 如果您还有其他需要,请您随时告诉我们。我们很乐意为您效劳。

译:If you like to have something else, just feel free to ask. We are always at your service.

29. 您点的菜上齐了。请慢用。

译:That’s everything your ordered. Please enjoy your meal.

30. 恐怕您点的菜太多了。

译:I’m afraid you have ordered too much.

31. 我能帮您换一下盘子吗?

译:May I take your plate, please?

32. 您还要再添米饭吗?

译:Would you like some more rice?

33. 您想要点开胃菜或汤吗?

译:Would you like an appetizer or soup?

34. 您想要什么主菜呢?

译:What would you like for the main course?

35. 您要一瓶红葡萄酒配牛排吗?

译:Would you like a bottle of red wine to go with your steak?

36.先生,这是您的牛排,请慢用。

译:Excuse me, sir. Here’s your steak. Please enjoy it.

37. 很抱歉,请多等一会。我们会尽快给您上菜。

译:I’m really sorry. Please wait a few more minutes. I’ll bring the food to you as soon as possible.

38. 您的菜上齐了,甜点稍后上。

译:This is a complete course. There is the dessert follow.

39. 我想来杯加冰的威士忌。

译:I’d like a glass of whisky on the rocks.

40. 先生,您总共消费856元。

译:It comes to 856 Yuan, sir.

41. 牛排做得太老了。

译:The steak is as tough as leather.

42. 非常抱歉,还有什么可以为您效劳吗?

译:I do apologize. Is there anything else I can do for you?

43. 请问您要如何付账?

译:How would you like to pay?

44. 是现金付账,还是信用卡付账?

译:Would you like to pay in cash or by credit card?

45. 是一起买单还是分开买单呢?

译:Would you like to pay one bill or separate bills?

英译中:

1. We are looking forward to serving you.

译:我们期待着您的光临。

2. I want a table with a view of the river.

译:我想要张能看见江景的餐台。

3. How late do you stay open?

译:你们几点打烊?

4. I’m sorry, sir. There’s no vacant table for the moment.

译:先生,很抱歉。现在没有空位了。

5. I’m sorry, sir. There aren’t any tables left for 7 this evening.

译:抱歉,先生。今晚七点没有空位了。

6. I’m afraid that we can only guarantee a table before 8:00 this evening.

译:恐怕我们餐厅只能为您留桌到晚上八点。

7. We’ll give you a 20% discount.

译:我们给您八折优惠

8. In whose name was the reservation made

译:请问以谁的名义预订的?

9. Would you come this way please?

译:请您这边走。

10. This table is too close to the kitchen. Can we move to another table?

译:这张桌子离厨房太近了,我们能换一张吗?

11. Our restaurant is full now. We might be able to seat you in 20 minutes.

译:我们餐厅现在没有空位了。大约20分钟后我们可以安排您入座。

12. Here’s the menu. Please take your time and a waiter will come to take your order.

译:这是菜单。请您慢慢看,待会儿服务员会来帮您写菜单。

13. We’d like a variety of typical Chinese foods.

译:我们想要点几个中国特色菜。

14. Please arrange a 500 Yuan menu for the five of us.

译:请给我们五个人准备500元的菜单。

15. What are your specialties?

译:你们的特色菜是什么?

16.The characteristics of Sichuan food are its strong local flavorwhich is spicy and hot.

译:川菜的特点是有很浓郁的地方风味,即麻辣。

17. What kind of cold dishes have you got?

译:你们这有什么凉菜?

18. I’m terribly sorry. The dish will be replaced immediately.

译:非常抱歉。这就给您把这道菜换掉。

19. You can choose some snacks from the trolley.

译:您可以在手推车里选些小吃。

20. The specialty of Sweet and Sour Pork is crispy.

译:糖醋里脊的特点是酥脆。

21. I’m afraid we do not serve this dish in our restaurant. May I recommend something else?

译:恐怕我们餐厅没有这道菜。我能给您推荐点别的吗?

22. How would you like your prawn prepared?

译:您的虾准备怎么做呢?

23. I would like to suggest steaming the fish to remain its freshness.

译:我建议您蒸着吃以保持鱼的新鲜。

24. May I recommend sauteed shrimp with green peas?

译:我向您推荐青豆炒虾仁,好吗?

25. Our restaurant specializes in Guangdong cuisine.

译:我们餐厅的特点是以广东菜为主。

26. May I repeat your order back to you, sir?

译:先生,我重复一遍您点的菜吗?

27. Please rush our orders as we are in a hurry.

译:我们赶时间,请催一下我们的菜。

28. Would you like anything else?

译:请问还需要别的吗?

29. Would you like buffet or a la carte?

译:请问您要吃自助餐还是点餐?

30. May I recommend the chef’s salad?

译:我推荐厨师色拉。

31. How would you like the steak? Medium, medium well or well-done?

译:请问您的牛排需要半熟、七分熟、还是全熟?

32. What would you like to go with your steak?

译:您的牛排配什么菜呢?

33. Would you like some desserts?

译:您需要上甜点吗?

34. Would you like to try our special drinks?

译:您想尝尝我们的特饮吗?

35. I’d like to try some Chinese spirits.

译:我想尝下中国的白酒。

36. Cocktails are available, such as Martini, Manhattan, Gin & Tonic. Which do you prefer?

译:我们有各种鸡尾酒,如:马丁尼、曼哈顿、杜松子酒。您要哪种?

37. Straight up or on the rocks?

译: 加不加冰?

38. May I open the bottle for you now?

译:我现在帮您把瓶子打开好吗?

39. A 10% service charge has been added to the total.

译:总费用中加收了10%的服务费。

40. Sorry, I’ll make it clear and inform you as soon as possible.

译:对不起,我去弄清楚并尽快告诉您。

41. Thank you for bringing this matter to our attention.

译:感谢您让这件事引起我们的注意.

42. Go along the corridor and the restroom is on your left.

译:顺着走廊走,洗手间在您的左手边。

43. Please pay the bill at the cashier’s desk.

译:请在收银台结账。

44. Could you please sign here, sir?

译:先生,请在这儿签字。

45. Is everything to your satisfaction?

译:请问是否一切都满意?

Part two    情景应答:

1. QIf the guest wants to reserve a table, what information do you have to know?

AI have to know the time for reservation, the number of guests, the name of the guest, his telephone number, special needs and so on.

2. QWhat would you like to say to the guest who walks into your restaurant for dinner?

  AWelcome to our restaurant. Do you have a reservation?

3. QIf you are a hostess, what’s the first thing you have to find out when the guest comes?

AI have to find out whether the guest has a reservation or not.

4. QWhat would you like to say if the guest wants a table that has been reserved?

AI’m sorry, sir. That table has been reserved, but would you like to have the table over there?

5. QWhat would you like to say if the guest wants to know the business hours in your restaurant?

  AWe’re open from 6:30 a.m. to 10:00 p.m.

6. QBefore taking orders for the guest, what should you usually offer?

AI should offer the menu and the wine list.

7. QHow would you introduce your restaurant to the guest?

AI would tell the guest the business hours, the specialties, the popular dishes and so on.

8. QWhat would you like to say when you want to take order from the guest?

AMay I take your order now?

9. QWhat would you like to say when you want to recommend something to the guest?

AMay I recommend…? / How about…? / Why not try our…? / Would you like to try?

10. QWhat do you need to do after the guest has finished ordering

AI need to repeat all his orders to confirm the orders with the guest.

11. QAfter you have finished the orders, what would you like to say?

AThank you. Please wait a minute, we’ll be back soon with your orders.

12. QWhat would you like to say to the guest when all the dishes have been served?

AThat should be all you ordered. Enjoy your meal.

13. QIf the guest wants to smoke in the non-smoking area, what would you like to say?

AI am sorry there is no smoking here, but if you like, there is a smoking area.

14. QWhat would you like to say if the guest asks for the dish that has been sold out?

AI am sorry that is not available, but would you like to try…?

15. QWhat would you like to say to the guest if you recommend your house specialty

AWould you like to try our house specialty? It’s very popular among our guests.

16. Q:What would you like to say when the guest has been waiting for a long time?

AI’m sorry to have kept you waiting.

17. QWhat would you like to say when you want to know whether the guest is happy with his meal?

AIs everything to your satisfaction? / How was everything?

18. Q:What would you like to say when the guest orders a cup of coffee?

AWould you like black coffee or white coffee? / Would you like your coffee with cream or milk?

19. QWhat would you like to say when you recommend special drinks to the guest?

AWould you like to try our special drinks?

20. QWhat would you like to say when the guest asks “Where can I have cocktail?”

AWe serve cocktails in the lobby bar.

21. QWhat would you like to say if the guest asks for a steak?

AHow would you like your steak, medium, medium well or well-done?

22. QWhat will you do when the guest tells you that there’s something wrong with the bill?

AI will check it with the guest carefully. If there is a mistake , I must make an apology to the guestand then bring the bill to the cashier’s desk to correct it.

23. QWhat is the most important thing that you need to do when the hotel guest would like to charge his bill to his room?

AI must ask the guest to show his room card.

24. QHow can you know the method of payment that the guest would like to choose

AHow would you like to pay, sir?

25. QWhat will you say to the guest when he is leaving the restaurant?

AThank you for your coming. / We are looking forward to serving you again.

 

2016年温州市中职学校学生酒店服务技能比赛专业英语口试参考题

客房中式铺床

Part one   句子:

中译英:

1.      欢迎光临我们酒店。

译:Welcome to our hotel.

2.      先生,请让我为您介绍一下房间设施。

译:Let me introduce the room to you, sir.

3.      在房间上网是免费的。

译:We offer free internet service in the room.

4.      先生,这是您的房间钥匙。

译:Here is your room card, sir.

5.      祝您在我们饭店过得愉快。

译:I hope you will enjoy your stay in our hotel.

6.      对不起,请问有没有要洗的衣服?

译:Excuse me, do you have any laundry?

7.      我们随时为您服务。

译:We are always at your service.

8.      请问1628号房间在哪?

译:Excuse me, where is Room 1628, please?

9.      请问您的衣服要怎么洗?

译:How would you like your laundry cleaned?

10.  请问您房号是多少?

译:May I have your room number, please?

11.  我带您去您的房间。

译:I will show you to your room.

12.  房间里有小冰箱。

译:There is a mini-bar in the room.

13.  我现在可以打扫您的房间吗?

译:May I make up/clean your room now?

14.  酒店为客人提供免费的擦鞋服务。

译:The hotel provides free shoe shining service for the guests.

15.  抱歉,单人间已经全部订满了。

译:I’m sorry, our single rooms are fully booked.

16.  离开房间时请记得带钥匙。

译:Please take the key card with you when you leave the room.

17.  对不起,现在不行,我这儿有个客人。

译:Sorry, not now. I have a guest here.

18.  先生,您什么时候比较方便?

译:What time would be convenient, sir?

19.  您希望我什么时候过来打扫房间?

译:When would you like me to clean your room?

20.  这件毛衣要用冷水手洗。

译:I’d like this sweater washed by hand in cold water.

21.  你替我要辆出租车好吗?

译:Could you get a taxi for me, please?

22.  您希望什么时候把衣服给您送回来?

译:When would you like your laundry back?

23.  请让我看一下您的住房卡好吗?

译:Could you show me your room card, please?

24.  我来取您要洗的衣服。

译:I’m here to collect your laundry.

25.  我可以借用一下走廊里放着的那张床吗?

译:Can I use the bed in the corridor?

26.  我想多要床毛毯和只枕头可以吗?

译:Can I have one more blanket and two more pillows?

27.  我来帮您拿行李吧。

译:Let me help you with your luggage. / baggage.

28.  卫生间的香皂用完了,请再给我添一块新的,好吗?

译:The soap in the toilet has been used up. Will you please give me a new one?

29.  很抱歉让您久等了。

译:Sorry to have kept you waiting.

30.  这是2139房间。请送一个电熨斗。

译:This is R

oom 2139. Can you send me an iron, please?

31.  您一共有几件行李?

译:How many pieces of luggage/baggage do you have?

32.  请您填写洗衣单,好吗?

译:Could you fill in/out the laundry form, please?

33.  对不起,都快中午了,我的房间还没打扫。

译:Excuse me, it’s almost noon. My room hasn’t been made up/clean yet.)

34.  请问您喜欢什么样的房间?

译:What kind of room would you like/prefer?

35.  水龙头整晚都在漏水。

译:The tap is leaking all night long.

36.  3206房间的电视机坏了,请派人来修理一下。

译:The TV in Room 3206 isn’t working. Please send someone to fix/repair it.

37.  房间面山,十分安静。

译:The room is facing the mountain. It’s very quiet.

38.  我想用信用卡结账。

译:I’d like to pay my bill by credit card.

39.  史密斯先生不在房间,您需要留言吗?

译:I’m afraid Mr. Smith is not in the room now. Would you like to leave a message?

40.  您最后一次是什么时间,在什么地方看见它的?

译:When and where did you last see it?

英译中:

1.      Housekeeping, may I come in?

译:我是客房服务员,请问可以进来吗?

2.      Your room number is 3611. Let me show you up there.

译:您的房号是3611。我带您过去。

3.      Have you got a booking, madam?

译:女士,请问您有预订吗?

4.      The room is at the end of the corridor.

译:房间在走廊的尽头。

5.      The air-conditioner doesn’t work.

译:空调坏了。

6.      This is a room with a sea view.

译:这个房间是海景房。

7.      How do you like this room?

译:您觉得这个房间怎么样?

8.      When can I have my laundry back?

译:我什么时候能取回送洗的衣服?

9.      Here’s your room. May I put your luggage/baggage here?

译:这是您的房间。我把您的行李放这里好吗?

10.  You’ve got three pieces of luggage/baggage. Is that right, sir?译:先生,您一共有三件行李,是吗?

11.  We'll dry-clean the dress.

译:我们将干洗这条裙子。

12.  Is there a tag attached to the luggage/baggage?

译:行李上面有标签吗?

13.  There’s a 10% discount for a double room.

译:大床间可以打九折。

14.  I’ll send them up to your room, just one moment.

译:我马上把东西送到您的房间,请稍等。

15.  What time will you arrive, sir?

译:先生,请问您几点到达?

16.  We look forward to seeing you.

译:我们期待您的光临。

17.  What’s the rate for a single room?

译:单人房的房价是多少?

18.  I’m very sorry, sir. The hotel is fully booked.

译:先生,很抱歉,酒店的房间已经预订满了。

19.  Please deposit your money, jewelry and other valuables in the hotel safe.

译:请将您的现金、珠宝和其他贵重物品寄存在酒店的保险箱内。

20.  Certainly, sir. I’ll clean up your room earlier tomorrow.

译:好的,先生。我明天早点打扫您的房间。

21.  You can make long distance calls from your room.

译:您可以在房间里打长途电话。

22.  I’m sorry, sir. I’m going to your room as soon as I finish this one.

译:对不起,先生,我打扫完这个房间就去您的房间。

23.  If you have any requests, please don’t hesitate to let us know.  译:如果您有问题,请随时找我们。

24.  Good evening. May I do turn-down service for you now? 译:晚上好,现在可以为您开夜床吗?

25.  I’d like to have an extra blanket and one more glass.

译:我想多要一张毯子和一个玻璃杯。

26.  Please fill in/out the laundry list and put it with your laundry.

译:请填好洗衣单,并把它跟要洗的衣服放在一起。

27.  The business hours are from 9:00 a.m. to 10 p.m.

译:营业时间从上午九点到晚上十点。

28.  Do you prefer laundry returned on the same day or by express service?

译:您的衣服是要当日取还是快洗服务?

29.  Could you tell me some features of your suitcase?

译:您能描述一下皮箱的特征吗?

30.  We’re very sorry for the delay, sir. Your luggage/baggage was wrongly delivered to Room 608.

译:很抱歉行李送晚了,您的行李被误送到608房间了。

31.  We apologize to you for having troubled you so much.

译:很抱歉给您添了这么多麻烦。

32.  There is a socket beside the desk.

译:书桌旁有插座。

33.  I assure you it will never happen again.

译:我向您保证这类事情以后不会再发生了。

34.  I’m afraid all hair dryers have been sent out.

译:恐怕我们的吹风筒都被借走了。

35.  There is a Hotel Directory in the desk drawer.

译:桌子抽屉里有酒店服务指南。

36.  For baby-sitting service, the charge is 50 Yuan per hour.

译:托儿服务每小时收费50元。

37.  How would you like to make payment, by credit card or in cash?

译:请问您要怎么付款,刷卡还是付现金?

38.  I’m afraid we have no record of your reservation.

译:恐怕我们没有您的预订记录。

39.  Please call the Front Desk when you want your room done. 译:当您需要清理房间时,请给前台打电话。

40.  Pets are not allowed in the hotel.  

译:酒店内是禁止养宠物的。

Part two    情景应答:

1.  QWhat will you say if a guest comes to say that he can’t find his watch?

AI’m sorry to hear that. When and where did you last see it? / Can you tell me some features of your watch?

2.  QYou are going to clean the room for the guest, but he tells you that it is not convenient for him now, what will you say?

AI’ll say: That’s all right. I will be back later. What time would be convenient, sir?  

3.  QWhat will you do if the guest says that she wants to use her hairdryer but it’s 110 volts?

AI will send her a transformer or a hairdryer for 220 volts.

4.  QYou are going to make turn-down service for the guest, but he is working, what will you do?

AI will ask the guest if I can do it now. If not, I will ask him when it will be convenient for him.

5.  QIf the guest calls to complain that his room is too cold, what will you do?

AI will tell him that there is a blanket in the closet, or I will send him an extra one.

6.  QIf the guests want to take part in a party, but they are worried about their babies, what will you say?

AMaybe you can try the baby-sitting service in our hotel. The charge is 80 Yuan per hour.

7.  QWhat will you say if a guest wants to have an extra pillow?

ACertainly, sir /madam. I’ll bring it to you right away. May I have your room number, please?

8.  QIf a guest calls to complain that the bulb in his room is broken, what will you do?

AI will apologize to him and tell him that the electrician will come soon.

9.  QWhat will you do if the guest wants to surf the internet in the hotel

AI will tell the guest that the hotel offers free internet service in the room, and there is an internet caf� in the hotel as well.

10.QHow will you introduce your guestroom to the guest

AI will introduce the equipment, the views, the services in the hotel and so on to the guest.

11.QWhen a guest asks you to take her clothes for laundry by phone, what will you say?

ACertainly, sir /madam. I will pick up your laundry soon. May I have your room number, please?

12.QWhen you delivered the laundry to a wrong guest, how would you apologize to the guest?

AWe are very sorry for the mistake. I’m sure this will not happen again.

13.QWhen a guest asks about the express laundry service, what will you say?

AFor express service, you may get your laundry back in 4 hours. But there is a 50% extra charge.

14.QWhat do you need to check when you come to collect the guest’s laundry?

A I will check how many pieces of laundry there are and see if the guest has filled in the laundry list.

15.QWhat will you say if a guest without a reservation wants to check in at the Front Office?

AJust a moment, please. Let me check if there are rooms available.

16.QWhat will you say when the guest has finished checking-in?

AHere is your room key and a bellboy will show you to your room. I hope you will enjoy your stay in our hotel.

17.QIf a guest calls to say that his toilet is clogged, what will you say?

AI’m terribly sorry to hear that. May I have your room numberWe’ll check it right away.

18.QThe TV in the guest’s room doesn’t work. The electrician has been working on it for a while. But the guest is getting impatient. What will you say to calm him down

AI’m sorry, sir. I’m afraid it takes time to fix. Would you like to change a room?

19.QWhen a visitor calls to talk to a guest, but the guest is not in his room now, what will you say?

AI’m afraid he is not in the room now. Would you like to leave a message?

20.QWhat will you tell the guest if he wants to make an international call in his room?

AI’ll tell him that he can dial 9 first and then the country code, area code and the phone number.

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