旅游英语【考点】《旅游英语》湖北省技能高考《旅游类考纲百套卷》第60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60卷为考点训练卷，按《旅游英语》范围和要求编写。掌握：处理投诉和责备，进行表扬和鼓励，学会进行劝告和建议。 湖北省《旅游类考纲百套卷》 第60卷 《旅游英语》 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. A guest complains that the air conditioner in their room is not working. What is the most appropriate response?（ ） A. It's not my fault. B. We don't have any other rooms available. C. You should have checked it earlier. D. I'm sorry for the inconvenience. I'll send a technician to fix it right away. 2. Which of the following is the best way to praise a guest for their good behavior?（ ） A. You're so smart. B. Thank you for being so patient with us. C. You look nice today. D. That's a good idea. 3. A guest asks you to recommend a good restaurant nearby. Which of the following is the most appropriate suggestion?（ ） A. I don't know any restaurants around here. B. You can go to that restaurant over there. It's cheap. C. I highly recommend the Seafood Restaurant on Main Street. The food is delicious and the service is excellent. D. All restaurants here are the same. 4. Which of the following is a polite way to make a request to a guest?（ ） A. Give me your passport. B. Could you please show me your passport? C. Passport! D. You must show me your passport. 5. A guest is angry because their luggage hasn't arrived yet. What should you say first?（ ） A. Calm down! B. I'm terribly sorry about the delay with your luggage. C. The luggage is on its way. D. It's the airline's fault, not ours. 6. Which of the following is an appropriate way to encourage a guest who is nervous about using the hotel gym?（ ） A. Don't be silly, it's easy. B. You'll be fine. Everyone starts somewhere. C. If you can't do it, just give up. D. It's not that hard, even a child can do it. 7. A guest wants to check out early. Which of the following is the correct instruction?（ ） A. Just leave your key on the table and go. B. Please come to the front desk and we'll process your check-out. C. You can check out anytime you want. D. We don't allow early check-out. 8. Which of the following is a good way to give advice to a guest who is visiting the city for the first time?（ ） A. You should visit the museum. It's very interesting. B. You must visit the museum. C. Why don't you visit the museum? It's closed today though. D. I think the museum is boring. 9. A guest complains that the food in the restaurant is too cold. What should you do?（ ） A. Tell them that's how it's supposed to be. B. Apologize and offer to heat it up or bring a new dish. C. Ignore their complaint. D. Blame the chef. 10. Which of the following is the best way to praise a colleague for their excellent service?（ ） A. You did a great job with that difficult guest. B. You're lucky that guest was nice. C. Anyone could have done that. D. It's about time you did something right. 11. A guest asks you to wake them up at 6:00 a.m. tomorrow. How should you respond?（ ） A. OK, I'll try. B. Certainly, sir/madam. We will give you a wake-up call at 6:00 a.m. tomorrow. C. We don't provide wake-up calls. D. You should set your own alarm. 12. Which of the following is an appropriate way to give advice to a guest who is feeling unwell?（ ） A. You should go to the hospital immediately. B. Maybe you should rest in your room and drink plenty of water. If you feel worse, we can call a doctor for you. C. It's just a cold, don't worry about it. D. You should have brought some medicine with you. 13. A guest blames you for a mistake that was actually made by another department. What should you say?（ ） A. It's not my fault. Talk to the manager. B. I'm sorry for the mistake. I will look into it and get back to you as soon as possible. C. That's the housekeeping department's problem. D. You must be mistaken. 14. Which of the following is a polite way to give instructions to a new employee?（ ） A. Do this now! B. Could you please make sure all the rooms are cleaned by 12:00? C. You have to clean all the rooms by 12:00. D. Hurry up and clean the rooms. 15. A guest is leaving the hotel. Which of the following is the best way to encourage them to come back?（ ） A. Come back soon. B. We hope you enjoyed your stay with us and look forward to seeing you again soon. C. Don't forget to pay your bill. D. You should come back when we have a sale. 2、 多选题（共5小题，每题4分，共20分） 1. Which of the following are appropriate responses to a guest's complaint?（ ） A. Listen carefully to the guest. B. Interrupt the guest to explain your side. C. Apologize sincerely. D. Offer a solution. E. Blame someone else. 2. Which of the following are polite ways to make a request?（ ） A. Would you mind closing the window? B. Close the window. C. Could you please pass me the menu? D. I need you to help me with my luggage. E. Would you be so kind as to show me the way to the elevator? 3. Which of the following are appropriate ways to praise a guest?（ ） A. Thank you for your understanding. B. You have excellent taste. C. You're very kind. D. You're rich. E. I really appreciate your cooperation. 4. Which of the following are good pieces of advice for guests staying at a hotel?（ ） A. Keep your room key with you at all times. B. Leave your valuables unattended in the lobby. C. Use the safe in your room to store important items. D. Follow the hotel's fire safety instructions. E. Make loud noise after 10:00 p.m. 5. Which of the following are appropriate ways to encourage a colleague?（ ） A. You're doing a great job. B. Keep up the good work. C. I believe in you. D. You'll never get it right. E. Don't worry, everyone makes mistakes. 三、判断题（共10小题，每题2分，共20分） 1. When a guest complains, you should always argue with them to prove you are right.（ ） 2. "You should try the local specialty" is a good way to give advice to a guest.（ ） 3. It is polite to say "Give me your ID card" when checking in a guest.（ ） 4. You should never apologize to a guest if it's not your fault.（ ） 5. "Well done!" is a common way to praise someone for their good work.（ ） 6. When giving instructions, you should be as vague as possible so that people can use their own judgment.（ ） 7. If a guest is unhappy, you should ignore them and hope they go away.（ ） 8. "Why don't you take a taxi?" is a polite way to make a suggestion.（ ） 9. You should always blame the guest for any problems that occur.（ ） 10. "Keep going, you're almost there" is an appropriate way to encourage someone.（ ） 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60卷为考点训练卷，按《旅游英语》范围和要求编写。掌握：处理投诉和责备，进行表扬和鼓励，学会进行劝告和建议。 湖北省《旅游类考纲百套卷》 第60卷 《旅游英语》 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. A guest complains that the air conditioner in their room is not working. What is the most appropriate response?（ ） A. It's not my fault. B. We don't have any other rooms available. C. You should have checked it earlier. D. I'm sorry for the inconvenience. I'll send a technician to fix it right away. 【答案】D 【解析】处理客人投诉时，应首先道歉并提供解决方案。选项 D 表达了歉意并承诺立即派技术人员维修，是最恰当的回应；选项 A 推卸责任，选项 C 指责客人，选项 B 直接拒绝解决问题，均不符合服务规范。 2. Which of the following is the best way to praise a guest for their good behavior?（ ） A. You're so smart. B. Thank you for being so patient with us. C. You look nice today. D. That's a good idea. 【答案】B 【解析】在酒店服务场景中，表扬客人应针对其与服务相关的行为。选项 B 感谢客人的耐心，符合酒店服务语境；选项 A 和 C 是一般性的赞美，选项 D 是对想法的肯定，均不如 B 贴切。 3. A guest asks you to recommend a good restaurant nearby. Which of the following is the most appropriate suggestion?（ ） A. I don't know any restaurants around here. B. You can go to that restaurant over there. It's cheap. C. I highly recommend the Seafood Restaurant on Main Street. The food is delicious and the service is excellent. D. All restaurants here are the same. 【答案】C 【解析】给客人提建议时，应具体、积极并提供有价值的信息。选项 C 详细推荐了餐厅并说明了优点，是最恰当的建议；选项 A 表示不知道，选项 B 只提到便宜，选项 D 否定所有餐厅，均不符合要求。 4. Which of the following is a polite way to make a request to a guest?（ ） A. Give me your passport. B. Could you please show me your passport? C. Passport! D. You must show me your passport. 【答案】B 【解析】向客人提出要求时，应使用礼貌用语。选项 B 使用了 "Could you please..." 的礼貌句式，是最恰当的表达方式；选项 A、C 和 D 都过于直接和生硬，不符合服务礼仪。 5. A guest is angry because their luggage hasn't arrived yet. What should you say first?（ ） A. Calm down! B. I'm terribly sorry about the delay with your luggage. C. The luggage is on its way. D. It's the airline's fault, not ours. 【答案】B 【解析】面对愤怒的客人，首先要真诚道歉，安抚其情绪。选项 B 首先为行李延误道歉，是正确的第一步；选项 A 会让客人更生气，选项 C 没有先道歉，选项 D 推卸责任，均不合适。 6. Which of the following is an appropriate way to encourage a guest who is nervous about using the hotel gym?（ ） A. Don't be silly, it's easy. B. You'll be fine. Everyone starts somewhere. C. If you can't do it, just give up. D. It's not that hard, even a child can do it. 【答案】B 【解析】鼓励他人时应给予支持和理解。选项 B 表达了对客人的信心并说明每个人都是从新手开始的，是恰当的鼓励方式；选项 A 和 D 轻视客人的感受，选项 C 消极负面，均不正确。 7. A guest wants to check out early. Which of the following is the correct instruction?（ ） A. Just leave your key on the table and go. B. Please come to the front desk and we'll process your check-out. C. You can check out anytime you want. D. We don't allow early check-out. 【答案】B 【解析】给客人提供指令时应清晰明确。选项 B 告诉客人到前台办理退房手续，是正确的指令；选项 A 不符合酒店流程，选项 C 没有说明具体流程，选项 D 直接拒绝，均不合适。 8. Which of the following is a good way to give advice to a guest who is visiting the city for the first time?（ ） A. You should visit the museum. It's very interesting. B. You must visit the museum. C. Why don't you visit the museum? It's closed today though. D. I think the museum is boring. 【答案】A 【解析】给客人提建议时应使用委婉的语气并提供积极的信息。选项 A 使用了 "You should..." 的建议句式并说明博物馆很有趣，是恰当的表达方式；选项 B 语气过于强硬，选项 C 前后矛盾，选项 D 给出负面评价，均不正确。 9. A guest complains that the food in the restaurant is too cold. What should you do?（ ） A. Tell them that's how it's supposed to be. B. Apologize and offer to heat it up or bring a new dish. C. Ignore their complaint. D. Blame the chef. 【答案】B 【解析】处理餐饮投诉时，应道歉并提供解决方案。选项 B 道歉并提出加热或更换菜品，是正确的做法；选项 A、C 和 D 都不能解决问题，还会让客人更不满意。 10. Which of the following is the best way to praise a colleague for their excellent service?（ ） A. You did a great job with that difficult guest. B. You're lucky that guest was nice. C. Anyone could have done that. D. It's about time you did something right. 【答案】A 【解析】表扬同事应具体指出其做得好的地方。选项 A 具体表扬了同事处理难缠客人的出色表现，是恰当的表扬方式；选项 B 否定了同事的努力，选项 C 和 D 带有讽刺意味，均不正确。 11. A guest asks you to wake them up at 6:00 a.m. tomorrow. How should you respond?（ ） A. OK, I'll try. B. Certainly, sir/madam. We will give you a wake-up call at 6:00 a.m. tomorrow. C. We don't provide wake-up calls. D. You should set your own alarm. 【答案】B 【解析】接受客人的要求时应明确确认。选项 B 明确表示会在明天早上 6 点给客人叫醒服务，是正确的回应；选项 A 不够确定，选项 C 和 D 拒绝了客人的合理要求，均不合适。 12. Which of the following is an appropriate way to give advice to a guest who is feeling unwell?（ ） A. You should go to the hospital immediately. B. Maybe you should rest in your room and drink plenty of water. If you feel worse, we can call a doctor for you. C. It's just a cold, don't worry about it. D. You should have brought some medicine with you. 【答案】B 【解析】给身体不适的客人提建议时应体贴周到并提供后续帮助。选项 B 建议客人休息喝水，并表示如果情况恶化可以叫医生，是最恰当的建议；选项 A 过于夸张，选项 C 轻视客人的病情，选项 D 指责客人，均不正确。 13. A guest blames you for a mistake that was actually made by another department. What should you say?（ ） A. It's not my fault. Talk to the manager. B. I'm sorry for the mistake. I will look into it and get back to you as soon as possible. C. That's the housekeeping department's problem. D. You must be mistaken. 【答案】B 【解析】即使不是自己的错，也应先向客人道歉并负责解决问题。选项 B 道歉并表示会调查后回复客人，是正确的做法；选项 A、C 和 D 都在推卸责任，会让客人更不满。 14. Which of the following is a polite way to give instructions to a new employee?（ ） A. Do this now! B. Could you please make sure all the rooms are cleaned by 12:00? C. You have to clean all the rooms by 12:00. D. Hurry up and clean the rooms. 【答案】B 【解析】给新员工下达指令时应使用礼貌的语气。选项 B 使用了 "Could you please..." 的礼貌句式，是恰当的表达方式；选项 A、C 和 D 都过于生硬，不利于建立良好的工作关系。 15. A guest is leaving the hotel. Which of the following is the best way to encourage them to come back?（ ） A. Come back soon. B. We hope you enjoyed your stay with us and look forward to seeing you again soon. C. Don't forget to pay your bill. D. You should come back when we have a sale. 【答案】B 【解析】送别客人时应表达感谢并欢迎再次光临。选项 B 既表达了希望客人住得愉快，又期待再次见到他们，是最恰当的告别和鼓励方式；选项 A 过于简单，选项 C 只关注账单，选项 D 过于功利，均不合适。 2、 多选题（共5小题，每题4分，共20分） 1. Which of the following are appropriate responses to a guest's complaint?（ ） A. Listen carefully to the guest. B. Interrupt the guest to explain your side. C. Apologize sincerely. D. Offer a solution. E. Blame someone else. 【答案】ACD 【解析】处理客人投诉时，应认真倾听、真诚道歉并提供解决方案。选项 B 打断客人和选项 E 指责他人都是错误的做法，会激化矛盾。 2. Which of the following are polite ways to make a request?（ ） A. Would you mind closing the window? B. Close the window. C. Could you please pass me the menu? D. I need you to help me with my luggage. E. Would you be so kind as to show me the way to the elevator? 【答案】ACE 【解析】礼貌的请求通常使用 "Would you mind..."、"Could you please..."、"Would you be so kind as to..." 等句式。选项 B 过于直接，选项 D 虽然表达了需求，但不如其他选项礼貌。 3. Which of the following are appropriate ways to praise a guest?（ ） A. Thank you for your understanding. B. You have excellent taste. C. You're very kind. D. You're rich. E. I really appreciate your cooperation. 【答案】ABCE 【解析】在酒店服务中，可以感谢客人的理解、赞美客人的品味、夸奖客人的善良或感谢客人的配合。选项 D 谈论客人的财富是不礼貌且不专业的。 4. Which of the following are good pieces of advice for guests staying at a hotel?（ ） A. Keep your room key with you at all times. B. Leave your valuables unattended in the lobby. C. Use the safe in your room to store important items. D. Follow the hotel's fire safety instructions. E. Make loud noise after 10:00 p.m. 【答案】ACD 【解析】给客人的合理建议包括随身携带房卡、使用房间保险箱存放贵重物品和遵守酒店消防安全规定。选项 B 将贵重物品留在大堂无人看管和选项 E 晚上 10 点后制造噪音都是不恰当的行为。 5. Which of the following are appropriate ways to encourage a colleague?（ ） A. You're doing a great job. B. Keep up the good work. C. I believe in you. D. You'll never get it right. E. Don't worry, everyone makes mistakes. 【答案】ABCE 【解析】鼓励同事可以肯定他们的工作、鼓励他们继续努力、表达对他们的信任或安慰他们犯错是正常的。选项 D 是消极负面的，会打击同事的积极性。 三、判断题（共10小题，每题2分，共20分） 1. When a guest complains, you should always argue with them to prove you are right.（ ） 【答案】错误 【解析】当客人投诉时，不应与他们争论，而应倾听他们的问题并尽力解决。争论只会让客人更加不满，破坏酒店的形象。 2. "You should try the local specialty" is a good way to give advice to a guest.（ ） 【答案】正确 【解析】"You should..." 是常用的提建议句式，推荐当地特色菜是给客人的合理建议，符合酒店服务场景。 3. It is polite to say "Give me your ID card" when checking in a guest.（ ） 【答案】错误 【解析】向客人索要身份证时应使用礼貌用语，如 "Could you please show me your ID card?"。直接说 "Give me your ID card" 过于生硬，不符合服务礼仪。 4. You should never apologize to a guest if it's not your fault.（ ） 【答案】错误 【解析】即使不是自己的错，也应该为给客人带来的不便道歉。道歉是表达对客人的尊重，有助于缓解紧张气氛，然后再解决问题。 5. "Well done!" is a common way to praise someone for their good work.（ ） 【答案】正确 【解析】"Well done!" 是英语中常用的表扬用语，意思是 "做得好！"，可以用来表扬客人或同事的出色表现。 6. When giving instructions, you should be as vague as possible so that people can use their own judgment.（ ） 【答案】错误 【解析】下达指令时应清晰明确，避免模糊不清。模糊的指令会导致误解和错误，影响工作效率和服务质量。 7. If a guest is unhappy, you should ignore them and hope they go away.（ ） 【答案】错误 【解析】如果客人不满意，应立即关注他们的问题并尽力解决。忽视客人的不满会让问题变得更糟，甚至可能导致客人向其他平台投诉。 8. "Why don't you take a taxi?" is a polite way to make a suggestion.（ ） 【答案】正确 【解析】"Why don't you..." 是常用的委婉提建议句式，建议客人乘坐出租车是合理的交通建议。 9. You should always blame the guest for any problems that occur.（ ） 【答案】错误 【解析】无论出现什么问题，都不应指责客人。酒店服务的宗旨是为客人提供满意的服务，解决问题而不是追究责任。 10. "Keep going, you're almost there" is an appropriate way to encourage someone.（ ） 【答案】正确 【解析】这句话的意思是 "继续加油，你快成功了"，是非常恰当的鼓励用语，可以用来鼓励正在努力完成某项任务的人。 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 $