饭店实用英语unit-5(xt)饭店实用英语复习题及答案.doc

Scene 5 Handle ComplaintsExercisesI. Fill in each blank with the proper form of the word given in the brackets. 1. fell 2. awfully 3. to fix 4. important 5. officerII. The following is a list of terms related to the bar. After reading it, you are required to find the items equivalent to (与.等同)those given in Chinese in the table below. A- Security Department保安部B- -mini-bar 迷你酒吧，小冰柜C- -Guest Relation Officer宾客关系主任D- Floor supervisor楼层主管E- -Floor Captain楼层领班F- Personnel Department人事部G- Public Relation Department公关部H- shower 淋浴I- -telephone operator 总机接线员J- regulation规章K- - in-house phone 内部电话 L- -collect call对方付款电话M-person to person call 定人呼叫N-water closet 抽水马桶O-international direct dialing 国际直拨电话P-blanket 毯子Q- air-conditioning 空调1. P 2. O 3. L 4. A 5.F 6.N 7.M 8. K 9.D 10.HIII. Complete the following dialogue.1. nobody answered the phone2. I missed your telephone3. There is something wrong with the air conditioning4. I do apologize for the problem5. you can have another room right now IV. Translate in the following sentences into English. 1. There are not enough towels in my room.2. Ill take care of that right away. ( or Ill see to it immediately.)3. The sink is leaking in the bathroom. 4. I requested an ocean view, but the room I was given has a view of the pool.5. My luggage hasnt been brought up to my room yet.Case StudyRead the above conversation and complete the outline. You should write your answers in no more than three words. 1. 3 pm2. pay for that3. pay anymore.4. in the lobby5. call the managerHome ReadingPassage 1: Decide whether the statements are true (T) or false (F) after reading the passage above.1. A complaint will never in a 5-star hotel. （F）2. If you want to handle complaints tactfully, you have to learn some prior experience and knowledge. （T） 3. Dont interrupt the guest when he is complaining. （T）4. If the complaint is not concerning your section, you can ignore it. （F）5.You cant leave the guest until the matter is completed. （T）Passage 2: Read Passage 2 again and give brief answers to the following 5 questions. 1. Because people trust other peoples experiences 2. On websites3. Its occupancy will plummet 4. Because it has many negative comments 5. Encourage happy customers to comment online