公海贵宾会员检测中心2019年三二分段转段考核
旅游管理专业技能考核评分标准及英语会话题库
（公开）
一、评分标准
（一）中餐宴会摆台实操评分标准(满分60分)
说明：10人位的正式中餐宴会，每位考生摆放主人位以及主人位相邻右、左两侧的第一主宾位、第二主宾位3个餐位即可。要求7分钟完成全部操作。
项目 | 操作程序及标准 | 分值 | 得分 |
1.台布及装饰布（8分） | 可采用抖铺式、推拉式或撒网式铺设装饰布、台布，要求一次完成，两次及以上扣0.5分。 | 2 |
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拉开主人位餐椅，在主人位铺装饰布、台布。 | 1 |
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装饰布平铺在餐桌上，正面朝上，台面平整，下垂均等。 | 2 |
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台布正面朝上，铺在装饰布上；定位准确，中心线凸缝向上，且对准正副主人位；台面平整，台布四周下垂均等。 | 3 |
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2.餐碟定位（7分） | 从主人位开始一次性定位摆放餐碟，餐碟间距离均等。 | 5 |
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餐碟边距桌沿1.5厘米。 | 1 |
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拿碟手法正确（手拿餐碟边缘部分）、卫生、无碰撞。 | 1 |
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3.汤碗、汤勺、味碟（6分） | 汤碗摆放在餐碟左上方1厘米处，味碟摆放在餐碟右上方，汤勺放置于汤碗中，勺把朝左，与餐碟平行，汤碗、味碟的横向直径和汤勺柄成一条直线。 | 3 |
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汤碗与味碟之间距离的中点对准餐碟的中点，汤碗分别与味碟、餐碟间相距均为1厘米。 | 3 |
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4．筷架、长柄勺、筷子、牙签（6分） | 筷架摆在餐碟右边，其横中线与汤碗、味碟横中线在同一条直线上。 | 1 |
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筷子搁摆在筷架上，筷尾的右下角距桌沿1.5厘米。 | 2 |
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筷套正面朝上。 | 1 |
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牙签位于长柄勺和筷子之间，牙签套正面朝上，底部与长柄勺齐平。 | 2 |
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5.葡萄酒杯、白酒杯、水杯（7分） | 葡萄酒杯在餐碟正前方（汤碗与味碟之间距离的中点线上）。 | 1 |
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白酒杯摆在葡萄酒杯的右侧，水杯位于葡萄酒杯左侧，杯肚间隔1厘米，三杯杯底中点成一水平直线。 | 4 |
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摆杯手法正确（手拿杯柄或中下部）、卫生。 | 2 |
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6.餐巾折花（6分） | 餐巾花观赏面向客人（主人位除外）；餐巾花挺拔、造型美观、花型逼真。 | 3 |
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折叠手法正确、卫生、一次性成形。杯花折好后放于水杯中一起摆上桌。 | 3 |
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7.拉椅让座（4分） | 拉椅：从第一主宾位开始，拿椅双手端送，轻拿轻放，顺时针进行。座位中心与餐碟中心对齐，餐椅之间距离均等，餐椅座面边缘距台布下垂部分1厘米。 | 3 |
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让座：手势正确，体现礼貌。 | 1 |
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8.托盘斟酒（6分） | 将酒水装盘，从第一主宾位开始，顺时针方向前行，在客人右侧斟酒。在第一主宾位斟倒葡萄酒、第二主宾位斟倒白酒、主人位斟倒葡萄酒（葡萄酒和白酒均用水代替，下同）。 | 2 |
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左手托盘，右手持瓶斟酒，酒标朝向客人，斟酒时瓶口不碰杯口。 | 1 |
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斟酒量均匀，葡萄酒二分之一杯、白酒三分之二杯，斟倒时做到不滴不洒。 | 2 |
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服务操作时托盘展开，姿势正确、保持平衡、位置合理。 | 1 |
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9.托盘（3分） | 用左手胸前托法将托盘托起，托盘位置高于选手腰部，姿势正确。 | 2 |
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托送自如、灵活。 | 1 |
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10.综合印象（7分） | 台面摆台整体美观、便于使用、具有艺术美感。 | 2 |
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操作过程中动作规范、娴熟、准确、敏捷、声轻，姿态优美，能体现岗位气质。 | 5 |
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合 计 |
| 60 |
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物品落地： 件（物品落地，每件扣3分） | 扣 分 | ||
物品碰倒： 件（物品碰倒，每件扣2分） | 扣 分 | ||
物品遗漏： 件（物品遗漏，每件扣1分） | 扣 分 | ||
逆时针操作： 次（逆时针操作，每次扣1分） | 扣 分 | ||
操作时间： 分 秒 （超过1分钟，扣1分） | 扣 分 | ||
实际得分 |
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（二）英语会话项目评分标准（满分40分）
说明：每位考生从30道“汉译英”、30道“英译汉”、20道“情景应答”题中分别随机抽取一道题作答。要求3分钟完成。
32—40分：语法正确，词汇丰富，语音语调标准、流畅，熟练、流利地掌握旅游职业岗位英语，对不同语境有较强反应能力，有较强的英语交流能力。
24－32分：语法与词汇基本正确，语音语调尚可，允许有个别母语口音，较熟悉旅游职业岗位英语，对不同语境有一定的适应能力，有一定的英语交流能力。
16－24分：语法与词汇有错误，发音有缺陷，但不严重影响交际。对旅游职业岗位英语有一定了解，对不同语境的应变能力较差。
16分以下：语法与词汇有较多错误，停顿较多，严重影响交际。旅游职业岗位英语掌握不佳，不能适应语境的变化。
（二）英译汉
1. When will I have my laundry back?
译：我什么时候能取回送洗的衣服？
2. Here’s your room. May I put your luggage/baggage here?
译：这是您的房间。我把您的行李放这里好吗？
3. You’ve got three pieces of luggage/baggage. Is that right, sir?
译：先生，您一共有三件行李，是吗？
4. Excuse me, could you return the printer because another guest wants to use it.
译：请把打印机还给我们好吗？有一个客人要用。
5. Is there a tag attached to the luggage/baggage?
译：行李上面有标签吗？
6. I’ll send them up to your room, just one moment, please.
译：我马上把东西送到您的
7. How late do you stay open?
译：你们几点打烊？
8. I’m sorry, sir. There’s no vacant table for the moment.
译：先生，很抱歉。现在没有空位了。
9. We’ll give you a 20% discount.
译：我们给您八折优惠
10. In whose name was the reservation made？
译：请问以谁的名义预订的？
11. Would you come this way please?
译：请您这边走。
12. Here’s the menu. Please take your time .
译：这是菜单。请您慢慢看。
13. What are your specialties?
译：你们的特色菜是什么？
14. How would you like your prawn prepared?
译：您的虾准备怎么做呢？
15. Please pay the bill at the cashier’s desk.
译：请在收银台结账。
16. Could you please sign here, sir?
译：先生，请在这儿签字。
17. Is everything to your satisfaction?
译：请问是否一切都满意？
18.Your room number is 3611. Follow me please.
译：您的房号是3611。我带您过去。
19. Please contact us if you have any problems, sir.
译：先生，有什么问题请与我们联系。
20. We’ll do our best to help you.
译：我们会尽力给予帮助。
21. The room is at the end of the corridor.
译：房间在走廊的尽头。
22. You can make long distance calls from your room.
译：您可以在房间里打长途电话。
23. I’m sorry, sir. I’m going to your room as soon as I finish this one.
译：对不起，先生，我打扫完这个房间就去您的房间。
24. If you have any requests, please don’t hesitate to let us know.
译：如果您有需求，请随时找我们。
25. Could you check the contents in your parcel?
译：您检查一下您包裹里的物品好吗？
26. We’re very sorry for the delay, sir. Your luggage/baggage was wrongly delivered to Room 608.
译：很抱歉行李送晚了，您的行李被误送到608房间了。
27. We apologize for troubling you so much.
译：很抱歉给您添了这么多麻烦。
28. I’m sorry to disturb you.
译：对不起打扰了。
29. I assure you it will never happen again.
译：我向您保证这类事情以后不会再发生了。
30. How would you like to pay, by credit card or in cash?
译：请问您要怎么付款，刷卡还是付现金？
（三）情景应答
1.Q：What would you say if the guest wants you to bring some drinks for him?
A：I will send them to your room right away.
2.Q：What would you say if the guest tells you the temperature is low in the room?
A：I will adjust the air-conditioning for you.
3.Q：What would you say when you want to know whether the guest needs some more help?
A：Is there anything else I can do for you?
4.Q：How will you introduce a guestroom to the guest？
A：I will introduce the equipment, the views, the services provided and so on to the guest.
5.Q：What do you need to check when you collect the guest’s laundry?
A： I will check how many pieces of laundry there are and see if the guest has filled in the laundry list.
6.Q：How would you deal with a wrong bill?
A：I will apologize first, and then check it with the department concerned.
7.Q：What should you say when you notice a guest is not feeling well?
A：I’m sorry to hear that you are not feeling well. What’s the matter, Mr Simon? Is there anything I can do for you?
8. Q：What would you like to say to the guest who walks into your restaurant for dinner?
A：Welcome to our restaurant. Do you have a reservation?
9. Q：If you are a hostess, what’s the first thing you have to find out when the guest comes?
A：I have to find out whether the guest has a reservation or not.
10. Q：What would you like to say if the guest wants a table that has been reserved?
A：I’m sorry, sir. That table has been reserved, but would you like to have the table over there?
11. Q：What would you like to say if the guest wants to know the business hours in your restaurant?
A：We’re open from 6:30 a.m. to 10:00 p.m.
12. Q：Before taking orders for the guest, what should you usually offer?
A：I should offer the menu and the wine list.
13. Q：What would you like to say when you want to take order from the guest?
A：May I take your order now?
14. Q：What would you like to say when you want to recommend something to the guest?
A：May I recommend…? / How about…? / Why not try our…? / Would you like to try?
15. Q：After you have finished the orders, what would you like to say?
A：Thank you. Please wait a minute, we’ll be back soon with your orders.
16. Q：What would you like to say to the guest when all the dishes have been served?
A：That should be all you ordered. Enjoy your meal.
17. Q：Ｗhat would you like to say when the guest has been waiting for a long time?
A：I’m sorry to have kept you waiting.
18. Q：Ｗhat would you like to say when the guest orders a cup of coffee?
A：Would you like black coffee or white coffee? / Would you like your coffee with cream or milk?
19. Q：What would you like to say when you recommend special drinks to the guest?
A：Would you like to try our special drinks?
20. Q：What will you say to the guest when he is leaving the restaurant?
A：Thank you for your coming. / We are looking forward to serving you again.
