智慧树知到《酒店英语（海南联盟）》章节测试答案
第一章
1、The following are the basic premises for room upgrading EXCEPT:
A.overbooking
B.double selling
C.equipment damage
D.out of order
答案: out of order
2、The Reservations Department is responsible for carrying out the following duties EXCEPT:
A.Receiving the reservations
B.Taking care of all reservation-related procedures
C.Waking the guest up on time the next morning
D.Updating the periodical report of guest resources
答案: Waking the guest up on time the next morning
3、Which is the duty of a concierge?
A.Handling baggage for hotel guests.
B.Updating the periodical report of guest resources.
C.Keeping in contact with guest resources.
D.Maintaining accurate files on all reservations.
答案: Handling baggage for hotel guests.
4、To reduce customers’ complaints, we are not supposed to:
A.Identify complaints
B.Stay quiet and listen
C.Avoid difficult clients
D.Resolve ahead of time
答案: Avoid difficult clients
5、Which should be the first step of check-out service:
A.Printing the bill for the guest.
B.Asking if the guest has recently signed any new bills.
C.Presenting the bill and total to the guest.
D.Answering any questions concerning the bill that the guest may have.
答案: Asking if the guest has recently signed any new bills.
第二章
1、What should the room attendant do when the luggage arrived at the floor before the team gusts live in the rooms:
A.Open the doors
B.Take the luggage to a safety place
C.Check the luggage
D.Check the room numbers and deliver the luggage one by one
答案: Check the room numbers and deliver the luggage one by one
2、Which is not in the same class of word with ”towel rack”:
A.Washing basin
B.Toilet
C.Sofa
D.Bathtub
答案: Sofa
3、What should the room attendant say when knock on the guest’s door:
A.Is there anybody inside?
B.Housekeeping.
C.I’m room attendant.
D.Housekeeping. May I come in?
答案: Housekeeping. May I come in?
4、Which is NOT included in the personal laundry service for the guests:
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