《商务英语》3.酒店接待-山东省（春季高考）国际商务类 查漏补缺背诵手册（默写版+背诵版）

编写说明：本手册专为山东省春季高考国际商务类考生打造，聚焦备考阶段 “查漏补缺” 核心需求。内容紧扣考纲，精选高频考点与易错点，将复杂知识点拆解为易记内容，适配碎片化背诵场景，确保考点针对性与实用性，助力考生快速补齐知识短板。 本套内容是《商务英语》的考纲背诵内容： 3.酒店接待 （1）掌握酒店接待的词汇和常见句型。 （2）熟练运用英文为客人办理酒店预订、入住和离店手续。 山东省（春季高考）国际商务类 《商务英语》查漏补缺背诵手册 3.酒店接待 1.The main service counter in a hotel for guest service is called / front desk. 2.A room has one large bed for two guests; a twin room has two separate single beds. 3.Before receiving guests, frontdesk staff should wear formal uniform and put on makeup for ladies. 4.When guests approach, reception staff should stand up and give a warm with eye contact. 5.A means a guest books a hotel room in advance. 6.For checkin, foreign guests need to show their for registration. 7.Guests fill in the hotel form when they arrive at the front desk. 8.After completing checkin, receptionists hand over the room to the guest. 9.Standard hotel checkin time is 14:00; standard time is 12:00 noon. 10.If a guest needs to wake up in the morning, he can apply for a call service. 11. staff help guests carry luggage to their hotel rooms. 12.If the hotel has no vacant rooms, it means the hotel is fully . 13.When handling guest complaints, first patiently without interruption. 14.After listening to complaints, give sincere even if the hotel is not at fault. 15.Breakfast which costs nothing for registered guests is called breakfast. 16.The guest needs to pay a for possible extra consumption or room damage. 17.When guests leave, we should wish them a pleasant . 18. are extra hotel facilities such as WiFi, gym and swimming pool. 19.When guests cannot speak local language, frontdesk staff should use simple, English. 20.After checkout, guests may ask for temporary service for their suitcases. 21.What appearance and dress rules should hotel frontdesk staff follow? 22.List common hotel room types and their brief features. 23.Describe the complete checkin working steps for a guest with reservation. 24.What key information should we confirm when receiving a guest’s room reservation? 25.What are the main steps for hotel checkout service? 26.Please list the standard steps for dealing with guest complaints in hotel reception. 27.Give three practical English opening sentences for greeting arriving hotel guests. 28.When a guest’s reserved room is not ready yet, what should a receptionist do? 29.What special guest requests do frontdesk staff often meet? Give four examples. 30.What polite English sentences can you use when you finish serving a hotel guest? 学科网（北京）股份有限公司 $ 编写说明：本手册专为山东省春季高考国际商务类考生打造，聚焦备考阶段 “查漏补缺” 核心需求。内容紧扣考纲，精选高频考点与易错点，将复杂知识点拆解为易记内容，适配碎片化背诵场景，确保考点针对性与实用性，助力考生快速补齐知识短板。 本套内容是《商务英语》的考纲背诵内容： 3.酒店接待 （1）掌握酒店接待的词汇和常见句型。 （2）熟练运用英文为客人办理酒店预订、入住和离店手续。 山东省（春季高考）国际商务类 《商务英语》查漏补缺背诵手册 3.酒店接待 1.The main service counter in a hotel for guest service is called reception / front desk. 2.A double room has one large bed for two guests; a twin room has two separate single beds. 3.Before receiving guests, frontdesk staff should wear formal uniform and put on light makeup for ladies. 4.When guests approach, reception staff should stand up and give a warm greeting with eye contact. 5.A reservation / booking means a guest books a hotel room in advance. 6.For checkin, foreign guests need to show their passport for registration. 7.Guests fill in the hotel registration form when they arrive at the front desk. 8.After completing checkin, receptionists hand over the room key card to the guest. 9.Standard hotel checkin time is 14:00; standard checkout time is 12:00 noon. 10.If a guest needs to wake up in the morning, he can apply for a wakeup call service. 11. Bellboy / Porter staff help guests carry luggage to their hotel rooms. 12.If the hotel has no vacant rooms, it means the hotel is fully booked . 13.When handling guest complaints, first listen patiently without interruption. 14.After listening to complaints, give sincere apology even if the hotel is not at fault. 15.Breakfast which costs nothing for registered guests is called complimentary / free breakfast. 16.The guest needs to pay a deposit for possible extra consumption or room damage. 17.When guests leave, we should wish them a pleasant journey / trip . 18. Amenities are extra hotel facilities such as WiFi, gym and swimming pool. 19.When guests cannot speak local language, frontdesk staff should use simple, polite English. 20.After checkout, guests may ask for temporary luggage storage service for their suitcases. 21.What appearance and dress rules should hotel frontdesk staff follow? 【Answer】 ① Wear standard hotel uniform, keep neat and tidy; ② Female staff wear lightweight makeup; avoid heavy makeup, fancy accessories; ③ No jeans, slippers or supershort skirts during working hours; ④ Keep good spirit, smile when meeting guests. 22.List common hotel room types and their brief features. 【Answer】 ① Single room: one single bed, for one guest; ② Double room: one large bed for two guests; ③ Twin room: two separate single beds; ④ Suite: bedroom plus separate living area for highend guests. 23.Describe the complete checkin working steps for a guest with reservation. 【Answer】 ① Greet guest warmly; ② Confirm guest’s reservation by guest’s full name; ③ Ask for passport / ID document for registration; ④ Ask for deposit or credit card preauthorization; ⑤ Fill in registration form and let guest sign; ⑥ Give room key card; introduce floor, breakfast time and hotel amenities; ⑦ Offer bellboy luggage service; ⑧ Wish guest an enjoyable stay. 24.What key information should we confirm when receiving a guest’s room reservation? 【Answer】 Guest full name, arrival date, departure date, room type, number of guests, special requirements (nonsmoking room / high floor), contact telephone number. 25.What are the main steps for hotel checkout service? 【Answer】 ① Greet guest and ask for room number; ② Check minibar and extra consumption records; ③ Print and explain the detailed bill to guest; ④ Confirm payment method: cash / credit card; ⑤ Take back room key card; issue receipt or invoice; ⑥ Offer luggagestorage service if needed; ⑦ Politely say goodbye and wish a nice trip. 26.Please list the standard steps for dealing with guest complaints in hotel reception. 【Answer】 ① Listen patiently, do not interrupt the guest; ② Show understanding and give sincere apology; ③ Find out the real cause of the problem; ④ Explain possible solutions clearly to the guest; ⑤ Take proper action to solve the problem; ⑥ Followup to make sure the guest is satisfied. 27.Give three practical English opening sentences for greeting arriving hotel guests. 【Answer】①Good morning, welcome to our hotel. May I help you?②Welcome! Do you have a reservation with us?③Nice to see you. Are you checkingin today? 28.When a guest’s reserved room is not ready yet, what should a receptionist do? 【Answer】 ① Politely apologize to the guest and explain the situation; ② Tell the estimated waiting time; ③ Provide free luggagestorage service; ④ Suggest guest have a rest in hotel lobby or have complimentary drinks; ⑤ Inform guest immediately once the room becomes available. 29.What special guest requests do frontdesk staff often meet? Give four examples. 【Answer】 ① Ask for a nonsmoking quiet room; ② Apply for early checkin or late checkout; ③ Need wakeup call service; ④ Request luggage storage before checkin or after checkout. 30.What polite English sentences can you use when you finish serving a hotel guest? 【Answer】①Wish you a pleasant stay with us.②Is there anything else I can do for you?③Hope you enjoy your stay here.④Have a nice trip! 学科网（北京）股份有限公司 $