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 Complaints
Exercises
I. 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. officer

II. 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.H

III. Complete the following dialogue.
1. nobody answered the phone
2. I missed your telephone
3. There is something wrong with the air conditioning
4. I do apologize for the problem
5. 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. I’ll take care of that right away. ( or I’ll 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 hasn’t been brought up to my room yet.

Case Study
Read the above conversation and complete the outline. You should write your answers in no more than three words.
1. 3 pm
2. pay for that
3. pay anymore.
4. in the lobby
5. call the manager

Home Reading
Passage 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. Don’t interrupt the guest when he is complaining. （T）
4. If the complaint is not concerning your section, you can ignore it. （F）
5.You can’t 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 people’s experiences
2. On websites
3. Its occupancy will plummet
4. Because it has many negative comments
5. Encourage happy customers to comment online