萝矩萍锌暑垦亭希苦惫竟侧箍
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第一章 单元测试
1、单选题：
The following are the basic premises for room upgrading EXCEPT:
A
verbooking
B:double selling
Cut of order
D:equipment damage
答案: out of order
2、单选题：
The Reservations Department is responsible for carrying out the following duties EXCEPT:
A:Updating the periodical report of guest resources
B:Receiving the reservations
C:Waking the guest up on time the next morning
D:Taking care of all reservation-related procedures
答案: Waking the guest up on time the next morning
3、单选题：
Which is the duty of a concierge?
A:Updating the periodical report of guest resources.
B:Keeping in contact with guest resources.
C:Maintaining accurate files on all reservations.
D:Handling baggage for hotel guests.
答案: Handling baggage for hotel guests.
4、单选题：
To reduce customers’ complaints, we are not supposed to:
A:Stay quiet and listen
B:Avoid difficult clients
C:Resolve ahead of time
D:Identify complaints
答案: Avoid difficult clients
5、单选题：
Which should be the first step of check-out service:
A
resenting the bill and total to the guest.
Brinting the bill for the guest.
C:Asking if the guest has recently signed any new bills.
D:Answering any questions concerning the bill that the guest may have.
答案: Asking if the guest has recently signed any new bills.
第二章 单元测试
1、单选题：
What should the room attendant do when the luggage arrived at the floor before the team gusts live in the rooms:
A:Take the luggage to a safety place
B:Open the doors
C:Check the room numbers and deliver the luggage one by one
D:Check the luggage
答案: Check the room numbers and deliver the luggage one by one
2、单选题：
Which is not in the same class of word with ”towel rack”:
A:Sofa
B:Bathtub
C:Washing basin
D:Toilet
答案: Sofa
3、单选题：
What should the room attendant say when knock on the guest’s door:
A:I’m room attendant.
B:Housekeeping.
C:Housekeeping. May I come in?
D:Is there anybody inside?
答案: Housekeeping. May I come in?
4、单选题：
Which is NOT included in the personal laundry service for the guests:
A:Shoe shining
B
aundry
C:Replacement
Dressing and ironing
答案: Replacement
5、单选题：
What personalized housekeeping service can help the guests who is afraid of oversleeping:
A:turn-down service
B:laundry service
C:room service
D:morning call service
答案: morning call service
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