第12练 处理投诉《饭店专业英语》高等教育出版社（第二版） 一课一练（原卷版+解析版）

编写说明：考虑到中职学生普遍基础知识相对薄弱的情况，我们依据支架式教学理念，精心编制了《饭店专业英语》(高教版第二版)一课一练。专辑里的每一份练习，都与课堂所授知识点紧密相关，题目围绕课堂所学知识点呈现。目的在于激发学生的学习兴趣，培养他们的学习自觉性，帮助学生扎实掌握课程的基本概念与基本方法，为他们后续的进一步提升奠定坚实基础。 本卷是《饭店专业英语》(高教版第二版)一课一练的第12练，内容涵盖项目九 处理投诉。 《饭店专业英语》(高教版第二版)第12练 项目九 处理投诉 班级___________ 姓名__________ 学号__________ 一、选择题 1. When a guest complains about cold food, the MOST professional response is（ ） A. That's how we serve it. B. I'll have the kitchen reheat it immediately. C. You should have eaten it faster. D. All our food is cold today. 【答案】B 【解析】面对食物温度投诉，应立即提供解决方案reheat。选项B展示了主动服务态度，而其他选项都显得推诿或不专业。 2. The FIRST thing to do when handling a complaint is（ ） A. Offer compensation B. Listen actively without interrupting C. Explain hotel policies D. Transfer the call to a manager 【答案】B 【解析】处理投诉的首要步骤是积极倾听active listening，让客人充分表达。其他选项都是后续可能的步骤，但必须先理解问题。 3. If a guest demands an unreasonable refund, you should（ ） A. Refuse bluntly B. Say “I'll check with my supervisor about possible solutions” C. Argue about hotel policies D. Promise a full refund to avoid conflict 【答案】B 【解析】面对不合理要求时，应保持专业，表示需要请示上级check with supervisor，既不得罪客人，也不随意承诺。 4. What does “service recovery” mean in hospitality? （ ） A. Fixing broken equipment B. Compensating guests after service failures C. Training new employees D. Reducing service costs 【答案】B 【解析】Service recovery指通过补偿弥补服务失误，重建客人满意度，其他选项与概念无关。 5. Which phrase BEST shows empathy when apologizing? （ ） A． I understand why you're upset. B． It's not our usual standard. C． Other guests didn't complain. D． You're being too sensitive. 【答案】A 【解析】表达同理心empathy的关键是承认客人感受。选项A最恰当，而D完全错误，选项B和C属于推脱责任。 二、短语翻译题 1、 charge ( ) 【答案】索费 2、 bother ( ) 【答案】恼怒 3、 uncomfortable ( ) 【答案】不舒服的 4、 脏的 ( ) 【答案】dirty 5、 联系 ( ) 【答案】contact 三、句子翻译题 1、我要投诉。 【答案】I'd like to make a complaint. 2、您能告诉我发生了什么事吗? 【答案】Can you tell me what happened about that? 3、The travel routes were changed at random by the guide. 【答案】旅行路线经常被导游随意改变。 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $$ 编写说明：考虑到中职学生普遍基础知识相对薄弱的情况，我们依据支架式教学理念，精心编制了《饭店专业英语》(高教版第二版)一课一练。专辑里的每一份练习，都与课堂所授知识点紧密相关，题目围绕课堂所学知识点呈现。目的在于激发学生的学习兴趣，培养他们的学习自觉性，帮助学生扎实掌握课程的基本概念与基本方法，为他们后续的进一步提升奠定坚实基础。 本卷是《饭店专业英语》(高教版第二版)一课一练的第12练，内容涵盖项目九 处理投诉。 《饭店专业英语》(高教版第二版)第12练 项目九 处理投诉 班级___________ 姓名__________ 学号__________ 一、选择题 1. When a guest complains about cold food, the MOST professional response is（ ） A. That's how we serve it. B. I'll have the kitchen reheat it immediately. C. You should have eaten it faster. D. All our food is cold today. 2. The FIRST thing to do when handling a complaint is（ ） A. Offer compensation B. Listen actively without interrupting C. Explain hotel policies D. Transfer the call to a manager 3. If a guest demands an unreasonable refund, you should（ ） A. Refuse bluntly B. Say “I'll check with my supervisor about possible solutions” C. Argue about hotel policies D. Promise a full refund to avoid conflict 4. What does “service recovery” mean in hospitality? （ ） A. Fixing broken equipment B. Compensating guests after service failures C. Training new employees D. Reducing service costs 5. Which phrase BEST shows empathy when apologizing? （ ） A． I understand why you're upset. B． It's not our usual standard. C． Other guests didn't complain. D． You're being too sensitive. 二、短语翻译题 1、 charge ( ) 2、 bother ( ) 3、 uncomfortable ( ) 4、 脏的 ( ) 5、 联系 ( ) 三、句子翻译题 1、我要投诉。 2、您能告诉我发生了什么事吗? 3、The travel routes were changed at random by the guide. 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $$