客房服务英语【考点】《酒店英语》湖北省技能高考《旅游类考纲百套卷》第66卷（原卷版+解析版）

编写说明：湖北省技能高考《旅游类考纲百套卷》，依据《湖北省2026年普通高校招生职业技能考试大纲旅游类》编写。本专辑涵盖七门课程，且每门课程均采用三阶递进式训练体系：基础层（具象化支架）拆解考点为微目标，紧扣考纲 “掌握”“理解” 要求编写考点训练卷；巩固层（关联性支架）强化知识交叉与场景关联，按考纲专题编专题训练卷；应用层（引导性支架）聚焦真题突破，结合知识模块与教材编写课程综合卷。 本试卷是第66卷为考点训练卷，按《酒店英语》范围和要求编写。掌握：客房面对客人的英语，包括问好、房间服务、房内处理等。 湖北省《旅游类考纲百套卷》 第66卷 《酒店英语》 客房服务 考点训练卷 考试时间60分钟 满分100分 班级 姓名 学号 成绩 1、 选择题（共15小题，每题4分，共60分） 1. Which of the following is the most appropriate greeting for a housekeeper when knocking on a guest's door at 10:00 a.m.?（ ） A. Housekeeping. May I come in? B. Hello! Open the door! C. Room service. What do you want? D. Good evening! Can I help you? 2. What should a housekeeper say first when a guest calls to request extra towels?（ ） A. How many towels do you need? B. Certainly, madam/sir. I'll bring them to your room right away. C. We don't have extra towels now. D. Why do you need more towels? 3. Which of the following items is NOT usually provided in a hotel guest room?（ ） A. Toothbrush B. Hair dryer C. Washing machine D. Mini bar 4. When a guest complains that the air conditioner is not working, the housekeeper should first say（ ） A. It's not my fault. B. I'm sorry to hear that. I'll call the maintenance department immediately. C. You can turn it off and on again. D. The air conditioner is always like that. 5. What does "turn-down service" mean in hotel English?（ ） A. Cleaning the room thoroughly B. Preparing the bed for the night C. Delivering laundry to the room D. Checking out the guest 6. Which of the following is the correct way to ask a guest about their laundry?（ ） A. Do you have any laundry? B. Give me your dirty clothes. C. Where is your laundry? D. Do you want to wash clothes? 7. A guest wants to have a wake-up call at 6:30 a.m. How should the housekeeper confirm it?（ ） A. OK, 6:30. B. I see. C. Certainly, sir. A wake-up call at 6:30 tomorrow morning. Is that correct? D. No problem. 8. Which of the following signs means "Do Not Disturb"?（ ） A. A green light outside the door B. A red light outside the door C. A sign hanging on the door handle D. A bell on the door 9. When delivering room service, what should the housekeeper do first after entering the room?（ ） A. Put the food on the table. B. Ask the guest where to put the food. C. Greet the guest and say "Room service". D. Ask for payment. 10. Which of the following is the appropriate response when a guest says "Thank you" to the housekeeper?（ ） A. You're welcome. It's my pleasure. B. No thanks. C. That's what I should do. D. Don't mention it. 11. What should a housekeeper do if they find a guest's lost item in the room?（ ） A. Keep it for themselves. B. Leave it where it is. C. Report it to the front desk immediately. D. Give it to the next guest. 12. Which of the following is the English for "床单"?（ ） A. Pillow B. Sheet C. Blanket D. Towel 13. When a guest wants to check out early, what should the housekeeper do first?（ ） A. Ask the guest to pay the bill. B. Check the room for any lost items and damages. C. Help the guest carry the luggage. D. Call the front desk. 14. Which of the following requests is NOT a common housekeeping service?（ ） A. Extra pillows B. Iron and ironing board C. Airport pickup D. Baby crib 15. What does "DND" stand for in hotel terminology?（ ） A. Do Not Deliver B. Do Not Disturb C. Do Not Damage D. Do Not Delay 2、 多选题（共5小题，每题4分，共20分） 1. Which of the following are common housekeeping services provided by hotels?（ ） A. Daily room cleaning B. Laundry service C. Turn-down service D. Flight booking E. Shoe shining service 2. Which of the following items are usually found in a hotel bathroom?（ ） A. Shampoo B. Soap C. Coffee maker D. Toilet paper E. Bathrobe 3. What should a housekeeper do when entering a guest room?（ ） A. Knock on the door three times and announce "Housekeeping" B. Wait for a response before entering C. Enter directly if there is no answer D. Close the door behind them E. Turn on all the lights immediately 4. Which of the following are appropriate responses when a guest complains about the room being dirty?（ ） A. I'm very sorry for the inconvenience. B. I'll clean the room again right now. C. It was clean when you checked in. D. Would you like to change to another room? E. That's not my responsibility. 5. Which of the following English expressions are correct for hotel housekeeping?（ ） A. "May I make up the room now?" B. "Your laundry is ready." C. "I need your money for the service." D. "The hot water will be back in 10 minutes." E. "You can't smoke in the room." 三、判断题（共10小题，每题2分，共20分） 1. "Housekeeping" is the department in charge of cleaning and maintaining hotel rooms.（ ） 2. A housekeeper should enter a guest room immediately after knocking once.（ ） 3. "Laundry service" includes washing, drying and ironing clothes.（ ） 4. It is acceptable for a housekeeper to use the guest's bathroom while cleaning the room.（ ） 5. "Mini bar" is a small refrigerator in the guest room with drinks and snacks for sale.（ ） 6. A housekeeper should give a guest their lost item directly without reporting to the front desk.（ ） 7. "Wake-up call" service is only provided by the front desk, not by the housekeeping department.（ ） 8. When a guest asks for an extra blanket, the housekeeper should bring it as soon as possible.（ ） 9. "Check-out time" is usually at 12:00 noon in most hotels.（ ） 10. It is polite to ask a guest personal questions like "Where are you from?" while cleaning the room.（ ） 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 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $ 编写说明：湖北省技能高考《旅游类考纲百套卷》，依据《湖北省2026年普通高校招生职业技能考试大纲旅游类》编写。本专辑涵盖七门课程，且每门课程均采用三阶递进式训练体系：基础层（具象化支架）拆解考点为微目标，紧扣考纲 “掌握”“理解” 要求编写考点训练卷；巩固层（关联性支架）强化知识交叉与场景关联，按考纲专题编专题训练卷；应用层（引导性支架）聚焦真题突破，结合知识模块与教材编写课程综合卷。 本试卷是第66卷为考点训练卷，按《酒店英语》范围和要求编写。掌握：客房面对客人的英语，包括问好、房间服务、房内处理等。 湖北省《旅游类考纲百套卷》 第66卷 《酒店英语》 客房服务员 考点训练卷 考试时间60分钟 满分100分 班级 姓名 学号 成绩 1、 选择题（共15小题，每题4分，共60分） 1. Which of the following is the most appropriate greeting for a housekeeper when knocking on a guest's door at 10:00 a.m.?（ ） A. Housekeeping. May I come in? B. Hello! Open the door! C. Room service. What do you want? D. Good evening! Can I help you? 【答案】A 【解析】客房服务员敲门时标准用语是 "Housekeeping. May I come in?"；B 选项语气粗鲁不专业；C 选项是送餐服务用语且表达不当；D 选项问候语时间错误，上午 10 点应用 "Good morning"。 2. What should a housekeeper say first when a guest calls to request extra towels?（ ） A. How many towels do you need? B. Certainly, madam/sir. I'll bring them to your room right away. C. We don't have extra towels now. D. Why do you need more towels? 【答案】B 【解析】服务行业应先表示同意和立即行动，再询问细节；A 选项应在表示同意之后；C 选项直接拒绝不礼貌；D 选项质问客人不专业。 3. Which of the following items is NOT usually provided in a hotel guest room?（ ） A. Toothbrush B. Hair dryer C. Washing machine D. Mini bar 【答案】C 【解析】酒店客房通常不配备洗衣机，洗衣机一般在酒店公共洗衣房；牙刷、吹风机和迷你吧都是客房标准配置。 4. When a guest complains that the air conditioner is not working, the housekeeper should first say（ ） A. It's not my fault. B. I'm sorry to hear that. I'll call the maintenance department immediately. C. You can turn it off and on again. D. The air conditioner is always like that. 【答案】B 【解析】处理投诉时应先道歉，再提出解决方案；A 选项推卸责任；C 选项应在道歉之后尝试；D 选项态度消极不专业。 5. What does "turn-down service" mean in hotel English?（ ） A. Cleaning the room thoroughly B. Preparing the bed for the night C. Delivering laundry to the room D. Checking out the guest 【答案】B 【解析】"turn-down service" 是酒店的夜床服务，指为客人整理床铺准备就寝；A 是全面清洁；C 是送洗衣物；D 是退房。 6. Which of the following is the correct way to ask a guest about their laundry?（ ） A. Do you have any laundry? B. Give me your dirty clothes. C. Where is your laundry? D. Do you want to wash clothes? 【答案】A 【解析】询问客人是否有洗衣需求的标准礼貌用语是 "Do you have any laundry?"；B 和 C 语气生硬；D 表达不专业。 7. A guest wants to have a wake-up call at 6:30 a.m. How should the housekeeper confirm it?（ ） A. OK, 6:30. B. I see. C. Certainly, sir. A wake-up call at 6:30 tomorrow morning. Is that correct? D. No problem. 【答案】C 【解析】确认服务时应完整重复服务内容和时间，确保准确；A、B、D 都过于简略，容易产生误解。 8. Which of the following signs means "Do Not Disturb"?（ ） A. A green light outside the door B. A red light outside the door C. A sign hanging on the door handle D. A bell on the door 【答案】C 【解析】"Do Not Disturb"（请勿打扰）通常是挂在门把手上的牌子；不同酒店灯光系统不同，但牌子是通用标准。 9. When delivering room service, what should the housekeeper do first after entering the room?（ ） A. Put the food on the table. B. Ask the guest where to put the food. C. Greet the guest and say "Room service". D. Ask for payment. 【答案】C 【解析】进入房间后应先表明身份和来意；A、B 应在问候之后；D 通常在送餐结束时进行。 10. Which of the following is the appropriate response when a guest says "Thank you" to the housekeeper?（ ） A. You're welcome. It's my pleasure. B. No thanks. C. That's what I should do. D. Don't mention it. 【答案】A 【解析】酒店服务中最标准礼貌的回应是 "You're welcome. It's my pleasure."；B 表达错误；C 和 D 虽然可以，但不如 A 专业得体。 11. What should a housekeeper do if they find a guest's lost item in the room?（ ） A. Keep it for themselves. B. Leave it where it is. C. Report it to the front desk immediately. D. Give it to the next guest. 【答案】C 【解析】发现客人遗失物品应立即报告前台，由酒店统一处理；A、B、D 都是错误且不道德的做法。 12. Which of the following is the English for "床单"?（ ） A. Pillow B. Sheet C. Blanket D. Towel 【答案】B 【解析】"sheet" 是床单；"pillow" 是枕头；"blanket" 是毯子；"towel" 是毛巾。 13. When a guest wants to check out early, what should the housekeeper do first?（ ） A. Ask the guest to pay the bill. B. Check the room for any lost items and damages. C. Help the guest carry the luggage. D. Call the front desk. 【答案】B 【解析】客人退房时，客房服务员应先检查房间是否有遗失物品和设施损坏；A 是前台的工作；C 和 D 应在检查房间之后。 14. Which of the following requests is NOT a common housekeeping service?（ ） A. Extra pillows B. Iron and ironing board C. Airport pickup D. Baby crib 【答案】C 【解析】机场接送是礼宾部的服务，不是客房服务；额外枕头、熨斗熨衣板和婴儿床都是客房部可以提供的服务。 15. What does "DND" stand for in hotel terminology?（ ） A. Do Not Deliver B. Do Not Disturb C. Do Not Damage D. Do Not Delay 【答案】B 【解析】"DND" 是酒店常用缩写，全称是 "Do Not Disturb"，意为 "请勿打扰"。 2、 多选题（共5小题，每题4分，共20分） 1. Which of the following are common housekeeping services provided by hotels?（ ） A. Daily room cleaning B. Laundry service C. Turn-down service D. Flight booking E. Shoe shining service 【答案】ABCE 【解析】日常客房清洁、洗衣服务、夜床服务和擦鞋服务都是客房部提供的服务；机票预订是礼宾部或商务中心的服务。 2. Which of the following items are usually found in a hotel bathroom?（ ） A. Shampoo B. Soap C. Coffee maker D. Toilet paper E. Bathrobe 【答案】ABDE 【解析】洗发水、香皂、卫生纸和浴袍都是浴室常见物品；咖啡机通常放在客房的书桌或吧台区。 3. What should a housekeeper do when entering a guest room?（ ） A. Knock on the door three times and announce "Housekeeping" B. Wait for a response before entering C. Enter directly if there is no answer D. Close the door behind them E. Turn on all the lights immediately 【答案】ABD 【解析】进入客房应先敲门三次并报身份，等待回应，进入后随手关门；C 错误，无人应答时应再次敲门或稍后再来；E 错误，应根据房间光线情况开灯，避免打扰客人。 4. Which of the following are appropriate responses when a guest complains about the room being dirty?（ ） A. I'm very sorry for the inconvenience. B. I'll clean the room again right now. C. It was clean when you checked in. D. Would you like to change to another room? E. That's not my responsibility. 【答案】ABD 【解析】处理投诉时应先道歉，再提出解决方案（重新清洁或换房）；C 和 E 都是推卸责任的错误做法。 5. Which of the following English expressions are correct for hotel housekeeping?（ ） A. "May I make up the room now?" B. "Your laundry is ready." C. "I need your money for the service." D. "The hot water will be back in 10 minutes." E. "You can't smoke in the room." 【答案】ABD 【解析】A 是询问是否可以整理房间；B 是告知洗衣已准备好；D 是告知热水恢复时间，都是正确表达；C 语气生硬不礼貌，应说 "Would you like to sign the bill?"；E 应更礼貌地说 "I'm sorry, but smoking is not allowed in the room." 三、判断题（共10小题，每题2分，共20分） 1. "Housekeeping" is the department in charge of cleaning and maintaining hotel rooms.（ ） 【答案】正确 【解析】客房部（Housekeeping）负责酒店客房的清洁和维护工作，是酒店的核心部门之一。 2. A housekeeper should enter a guest room immediately after knocking once.（ ） 【答案】错误 【解析】客房服务员应敲门三次并报身份，等待客人回应后再进入，不能敲一次就直接进入。 3. "Laundry service" includes washing, drying and ironing clothes.（ ） 【答案】正确 【解析】洗衣服务通常包括衣物的洗涤、烘干和熨烫，有些酒店还提供干洗服务。 4. It is acceptable for a housekeeper to use the guest's bathroom while cleaning the room.（ ） 【答案】错误 【解析】客房服务员绝对不可以使用客人的卫生间或其他个人物品，这是酒店服务的基本准则。 5. "Mini bar" is a small refrigerator in the guest room with drinks and snacks for sale.（ ） 【答案】正确 【解析】迷你吧是客房内的小型冰箱，存放各种饮料和零食，供客人付费使用。 6. A housekeeper should give a guest their lost item directly without reporting to the front desk.（ ） 【答案】错误 【解析】发现客人遗失物品必须先报告前台，由前台统一登记和归还，不能私自交给客人。 7. "Wake-up call" service is only provided by the front desk, not by the housekeeping department.（ ） 【答案】错误 【解析】叫醒服务通常由总机提供，但客房部也可以协助安排或确认叫醒服务。 8. When a guest asks for an extra blanket, the housekeeper should bring it as soon as possible.（ ） 【答案】正确 【解析】及时满足客人的合理需求是客房服务的基本要求，客人需要额外毯子时应尽快送达。 9. "Check-out time" is usually at 12:00 noon in most hotels.（ ） 【答案】正确 【解析】大多数酒店的退房时间是中午 12 点，入住时间通常是下午 2 点以后。 10. It is polite to ask a guest personal questions like "Where are you from?" while cleaning the room.（ ） 【答案】错误 【解析】客房服务中应避免询问客人的个人问题，除非客人主动提起，保持专业和适当的距离。 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 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $