一周学习检测：预订 入住 换房 续住

各位小伙伴们，

又是一个周末，

今天我们通过一些练习题来检验一下本周四次课程学习的情况，

龚老师针对每一次的主题精选了6个单项选择题，

分别考查大家对流程的理解及对重点词汇的熟悉程度。

练习一

“第三方支付”究竟能不能说成"Third Pay"

Single-Choice

1. What is the first step a hotel reservation clerk should take when answering a call from a walk-in guest?

   A. Verify the guest's identity immediately.
   B. Greet the guest warmly and clarify their needs.
   C. Offer a discount on room rates.
   D. Inquire about the guest's payment preferences.

   Answer: B

2. What does the term "Third-party Payment" refer to in the context of non-bank payment institutions?

   A. A payment method that only involves two parties.
   B. A payment method that involves a mediator between the payer and the payee.
   C. A payment method exclusive to hotel transactions.
   D. A payment method that requires cash transactions only.

   Answer: B

3. Which of the following is NOT a recommended practice when handling a guest's room reservation over the phone?

   A. Confirming the guest's check-in and check-out dates.
   B. Offering a discount if the guest books immediately.
   C. Ignoring the guest's room type preference if it's unavailable.
   D. Providing clear pricing and explaining any available promotions.

   Answer: C

Gap-Fill Exercises

1. When answering a call from a potential guest, the reservation clerk should say, "Hello, welcome to XX Hotel. This is Reservation Clerk Miro ___. How may I assist you?"

   A. speaking
   B. saying
   C. Listening
   D. thinking

   Answer: A

2. If a guest's preferred room type is not available, the clerk can suggest, "The room type you requested is not available. May I suggest another ___?"

   A. option
   B. problem
   C. mistake
   D. request

   Answer: A

3. To ensure the guest's payment is secure and convenient, the clerk should inform them, "We also accept payments through ___ and Alipay."

   A. WeChat Pay
   B. First Pay
   C. Second Pay
   D. Fourth Pay

   Answer: A

练习二

Scan your face和 facial recognition 的用法差别

Single-Choice

1. What is the first step a front desk receptionist should take when greeting a guest with a reservation?

   A. Ask for the guest's passport.
   B. Inquire about the guest's check-in date and room preference.
   C. Verify the guest's identity and reservation details.
   D. Offer assistance and inquire if the guest has a reservation.

   Answer: D

2. What does the phrase "facial recognition" refer to in the context of hotel check-in procedures?

   A. The action of scanning a guest's face for various purposes.
   B. A technology that identifies and confirms an individual's identity.
   C. The process of taking a guest's photograph for the hotel's records.
   D. A security measure used to prevent unauthorized access to the hotel.

   Answer: B

3. When should a receptionist use the phrase "Scan your face"?

   A. When taking a guest's photograph for security purposes.
   B. When conducting a background check on a guest.
   C. When capturing a guest's facial information for verification.
   D. When registering a guest's passport information.

   Answer: C

**Gap-Fill Exercises***

1. Upon arrival, a guest should be greeted with a warm smile and the question, "Good morning/afternoon/evening, sir/madam. Welcome to our hotel. How may I ____ you?"

   A. assist
   B. help
   C. serve
   D. aid

   Answer: A

2. For security purposes, we are required to conduct a ____ check during the check-in process.

   A. identity
   B. facial recognition
   C. background
   D. security

   Answer: B

3. When a guest is experiencing difficulties with the face recognition process, the receptionist should offer assistance by saying, "If you’re experiencing any difficulties with the face __, please let me know."

   A. reception
   B. recognition
   C. verification
   D. exception

   Answer: B

练习三

表示酒店“满房”的英文可不是 fully booking 喔！

**Single-Choice***

1. What is the first step a front desk receptionist should take when a guest requests a room change?

   A. Immediately check for available rooms.
   B. Ask the guest about the reason for the room change.
   C. Offer a discount as an apology.
   D. Suggest contacting the OTA for a solution.

   Answer: B

2. What should a receptionist do if the hotel is fully booked and cannot accommodate a guest's request for a room change?

   A. Offer a complimentary upgrade.
   B. Ask the guest to wait until a room becomes available.
   C. Refuse the guest's request without further assistance.
   D. Change the room without verifying availability.

   Answer: B

3. When should a receptionist offer complimentary drinks and snacks to a guest?

   A. When the guest checks in.
   B. As an apology for the inconvenience caused by a room change.
   C. Only for guests who upgrade their rooms.
   D. When the guest is checking out.

   Answer: B

**Gap-Fill Exercises***

1. When a guest is not satisfied with their current room, the receptionist should ask, "Is there anything wrong with your current room, Mr./Ms. ____?"

   A. Last Name
   B. First Name
   C. Room Number
   D. Hotel

   Answer: A

2. If a guest's room change request cannot be immediately fulfilled due to the hotel being fully booked, the receptionist should say, "I’m sorry, but we are ____ at the moment."

   A. fully booking
   B. fully booked
   C. fully occupied
   D. fully reserved

   Answer: B

3. After confirming a new room for a guest, the receptionist should inform them, "Your new room number is ____. Please let me know if you are happy with this."

   A. Room Number
   B. the Room Number
   C. a Room Number
   D. 1234

   Answer: A

练习四

请记住，酒店外宾要“续住”通常会这样说：...

**Single-Choice***

1. What is the first step a front desk employee should take when a guest approaches the desk wishing to extend their stay?

   A. Verify the guest's reservation details.
   B. Greet the guest warmly and inquire how they can assist.
   C. Offer a complimentary upgrade.
   D. Direct the guest to the hotel's loyalty program desk.

   Answer: B

2. If a guest requests an additional two nights' stay and prefers a room with a sea view, how should the front desk employee respond?

   A. Inform the guest that no sea view rooms are available.
   B. Check the availability for the requested dates and room type.
   C. Suggest a different type of room without a sea view.
   D. Offer a discount for a different room type.

   Answer: B

3. What does the front desk employee need to do after a guest agrees to extend their stay?

   A. Immediately update the reservation system.
   B. Provide the guest with a new room key card.
   C. Thank the guest and wish them a pleasant stay.
   D. Ask the guest for their credit card information for pre-authorization.

   Answer: A

**Gap-Fill Exercises***

1. When guests arrive at the front desk, the employees should greet them with a warm smile and a friendly "Good morning! How may I ____ you today?"

   A. assist
   B. take
   C. pick
   D. am

   Answer: A

2. The front desk employee should ask the guest, "____ would you like to stay? Do you have any specific room preferences?"

   A. How many more nights
   B. How many nights in total
   C. How many nights have passed
   D. How many nights are left

   Answer: A

3. If the hotel has a promotion offering a 10% discount for extended stays, the front desk employee should inform the guest that the price for the Deluxe Ocean View room is $200 per night, and they can receive a ____ for their stay.

   A. refund
   B. discount
   C. upgrade
   D. complimentary night

   Answer: B

好啦，今天的分享就到这里，

练习题有些难度，

希望大家耐心做完。