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英語口語技能考核評(píng)分表

作者：Mr.LiuStu 來源：劉寶平工作室發(fā)布時(shí)間：2025-02-23

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序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
一	A Long Distance Call Reservation	Answering the phone.	5
		Asking the guest about the date of reservation.	10
		Asking the guest his/her name and phone number.	20
		Telling the guest the daily room rate.	10
		Asking the guest the way of payment.	10
		Thanking the guests for his/her call/reservation.	5
	A Group Reservation	Greeting the guest.	5
		Asking the guest about the number of people and the dates of reservation.	20
		Telling the guest the daily room rate.	10
		Confirming the information with the guest.	20
		Thanking the guests for his/her call/reservation.	5
	A FIT Reservation	Greeting the Guests.	5
		Asking the guest the way of payment.	10
		Asking the guest his/her name and phone number.	20
		Asking the guest about the date of reservation.	10
		Telling the guest the daily room rate.	10
		Expecting the guest to come to your hotel.	5
	Revising the Reservation	Asking the guest to wait a moment and you have to check the computer record.	20
		Asking the guest how he/she would like to change the reservation.	10
		Presenting the types of room available in your hotel.	20
		Confirming the information with the guest.	10

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
二	Receiving Walk-in Guests	Greeting the guest.	5
		Asking the guest whether he/she has a reservation and how long he/she would stay.	10
		Asking the guest what types of room he/she would like.	10
		Telling the guest the daily room rate.	10
		Helping the guest to fill in the registration form.	10
		Telling the guest the room number and showing the key.	10
		Asking the guest the way of payment.	5
	Checking in Guests with Reservation	Greeting the guest.	5
		Confirming the reservation with the guest	20
		Telling the guest the daily room rate includes breakfast.	10
		Asking the guest to show his/her passport and helping him/her to fill in the registration form.	20
		Wishing the guest to have good stay.	5
	Showing the Guests to His/Her Room	Greeting the Guests.	5
		Offering to help the guest with the luggage	10
		Asking the guest his/her room number and show him/her the way.	10
		Asking the guest to go into the room.	10
		Telling the guest about the room facilities.	25
	Extending the Stay	Greeting the Guests.	5
		Asking the guest his/her name and room number.	10
		Asking the guest to wait a moment and you have to check the record.	10
		Asking the guest to rewrite the departure date in the registration form.	20
		Asking the guest to pay some more deposit.	15

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
三	Bellman Service	Greeting the guest.	5
		Offering to help the guest with the baggage.	10
		Asking the guest his/her room number.	10
		Telling the guest which floor his/her room is on.	10
		Asking the guest to take the lift and showing the way.	10
		Telling the guest he/she can send E-mail in Business Center.	10
		Wishing the guest to enjoy stay.	5
	Helping the Guests with Their Luggage	Greeting the guests.	5
		Asking the guests how many pieces of baggage they have.	10
		Asking the guest about their room number.	10
		Telling the guest which floor their room is on.	10
		Asking the guest to take the lift and showing the way.	10
		Explaining how to use certain room facilities.	5
	Ticket Booking Service	Greeting the guest.	5
		Telling the guest some information about the train leaving for ….	10
		Asking the guest his/her name and room number.	10
		Asking how many tickets the guest would like to book.	10
		Offering the price.	10
		Asking the guest to pay some deposit.	10
		Promising to send the ticket to his/her room.	5

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
四	Paying the Hotel Bill in Cash/ by Credit Card	Greeting the guest.	5
		Asking the guest his/her name and room number.	10
		Asking the guest if he/she has breakfast	10
		Asking the guest if he/she has used any other hotel service.	10
		Telling the guest the total expense and confirming the deposit with the guest.	10
		Showing the guest the invoice (and the change).	10
		Saying goodbye to the guest.	5
	Foreign Currency Exchange	Greeting the guest.	5
		Telling the guest today’s exchange rate.	10
		Asking the guest to fill in a form with his/her name, passport number and room number.	20
		Asking the guest to sign his/her name on the exchange memo.	10
		Giving the money and explaining to the guest the importance of keeping exchange memo.	15
	Checking Guest Account	Greeting the guest.	5
		Asking the guest his/her name and room number.	10
		Asking the guest to wait a moment and you print the bill.	10
		Asking the guest to have a check.	10
		Explaining to the guest about the charge of making international calls.	10
		Apologizing for making a mistake and returning the guest his/her overpaid.	10
		Promising you will be more careful.	5

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
五	Sending a Fax	Greeting the guest.	5
		Asking the guest where he/she would like to send the fax to.	10
		Asking the guest how many pages.	10
		Asking the guest how he/she would like to pay.	10
		Telling the guest the total expense and explaining to offer 20% discount.	10
		Asking the guest to sign the bill.	10
		Responding to the guest’s thanks.	5
	Printing	Greeting the guest.	5
		Explaining that the guests’own floppy discos are not allowed to use.	10
		Suggesting the guest to use his/her portable computer or you type the file for him/her.	20
		Asking the guest how many copies he/she needs.	10
		Telling the guest the expense of printing.	15
	Telephone Service	Answering the phone.	5
		Asking the guest his/her name and room number.	10
		Telling the guest he/she can use the phone in the room to make an international call.	10
		Presenting how to make an international call with the phone in the room.	10
		Explaining to the guest you provide wake-up service.	10
		Asking the guest at what time he/she needs morning call.	10
		Responding to the guest’s thanks.	5

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
六	Chamber Service	Knocking at the door.	5
		Offering to clean the room.	10
		Agreeing to change the sheet for the guest.	10
		Asking the guest if he/she would like you to clean the bathroom.	10
		Agreeing to refill the mini-bar.	10
		Asking about further help.	10
		Responding to the guest’s thanks.	5
	Laundry Service	Knocking at the door.	5
		Telling the guest you are the laundryman and come to collect his/her laundry.	15
		Asking the guest to fill in the laundry form and put the requests in the laundry list.	20
		Telling the guest he/she can get the clothes back tomorrow morning.	10
		Promising to get everything ready on time.	10
	Cleaning the Guest Room	Knocking at the door.	5
		Offering to clean the room.	10
		Helping the guest to check the mini-bar that is out of order and explaining to the guest the plug is not inserted tightly.	10
		Telling the guest you provide laundry service in the hotel.	10
		Showing the guest where the laundry bag and laundry form.	10
		Telling the guest to dial 0 to call laundry service section.	10
		Responding to the guest’s thanks.	5

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
七	Taking Orders	Greeting the guests.	5
		Asking the guest if he/she has a reservation.	10
		Showing the guest a table by the window and asking him/her if you can take the order.	10
		Asking the guest what he/she would like to begin with.	10
		Asking the guests about the main course and if they would like some vegetables.	10
		Asking the guests what wine they would like.	10
		Telling the guest to wait a moment.	5
	Room Service	Knocking at the door.	5
		Telling the guest it is room service and you have brought up the breakfast that he/she ordered.	10
		Presenting and confirming the food one by one.	20
		Asking the guest to sign the bill.	10
		Responding to thanks and wish the guest to have a nice day.	15
	Banqueting Service	Greeting the guest.	5
		Offering the menus for the guest to choose.	10
		Presenting that you have very nice cold dishes and hot dishes.	20
		Asking the guest what drinks he/she prefers.	10
		Asking the guest how he/she would like to pay.	10
		Telling the guest to pay 2000 yuan as deposit.	15
	Booking a Table at a Restaurant	Answering the phone.	5
		Asking the number of the group and the time.	10
		Telling the guest eight o’clock is OK as there are so many guests tonight.	10
		Asking the guest his/her name and telephone number and confirming the information	20
		Expressing your expectation of the guests.	15

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
八	At the Bowling Room	Greeting the guests and offering help.	5
		Presenting the service hour and the charge in the bowling room.	10
		Telling the guest about the regulations about the bowling service.	10
		Asking the guests if he/she has a reservation.	10
		Asking the shoe size of the guest.	10
		Explaining to the guest he/she can pay in cash or sign the bill if he/she stays in the hotel.	10
		Expressing further help.	5
	At the Gymnasium/ Fitness Center	Greeting the guest.	5
		Introducing yourself and lead him the way.	10
		Telling the guests about the sports facillities.	20
		Telling the guest the business hours.	10
		Responding to thanks and wish the guest to have a good time.	15
	Taking a Sauna Bath	Greeting the guest.	5
		Presenting the types of sauna baths.	10
		Telling the guest that sauna is not good for people who have high blood pressure or heart disease.	10
		Asking the guest if he/she would like to start by taking a shower.	10
		Telling the guest the towel and soap is free of charge.	10
		Telling the guest the temperature in the room.	10
		Advising the guest to cool and dry before clothing himself/herself.	5

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
九	At the Silk Fabric Counter	Greeting the guests and offering help.	5
		Presenting some kinds of silk fabrics to make a Chinese style dress.	10
		Telling the guest about the price.	10
		Explaining to the guests to wash silk fabrics in lukewarm water.	10
		Suggesting that the guest buy some silk shirts to make good gifts for his/her families.	10
		Presenting the shirt is worth the price because of its quality, though a bit expensive.	10
		Giving the guest the change and the receipt.	5
	Buying a Souvenir	Greeting the guests and offering help.	5
		Presenting the different kinds of souvenir displayed in your store.	10
		Telling the price of the item the guest would like to buy.	20
		Reccomanding some other items to buy as souvenirs.	10
		Assuring about the items sold in your shop.	15
	At the Chinese Folk Art Counter	Greeting the guest and offering help.	5
		Presenting the items in the showcase.	10
		Telling the price of the items the guest has choosen and explaining the meaning.	20
		Advising on what should be bought as souvenir.	10
		Reccomanding some other items to buy as souvenirs.	10
		Responding to thanks.	5

序號(hào)	考核內(nèi)容	考核要求	分值	得分	備注
十	A Complaint about the Food	Responding to complaints.	5
		Taking actions when receiving the complaints.	10
		Apologizing and explaining to the guests about the food.	10
		Suggesting that the guests try to taste the food they have never eaten.	10
		Apologizing again. Promising to solve the problem.	10
		Assuring that everything will be right the next time.	15
	A Complaint about the Laundry Service	Greeting the guests and offering help.	5
		Apologizing and taking actions when receiving the complaints.	10
		Asking the price of the clothes and promising to buy a new one.	20
		Asking the guest to fill ina form with his/her name and forward address.	10
		Apologizing again for the inconvenience. Promising to solve the problem.	15
	A Complaint about Rooms	Greeting the guest and offering help.	5
		Apologizing and taking actions when receiving the complaints.	10
		Promising to send a housekeeper to clean the room for the guest as soon as possible.	20
		Agreeing to the gueat’s requirement.	10
		Apologizing again for the inconvenience and guaranteeing that this won’t happen again.	10
		Responding to thanks.	5

優(yōu)秀等級(jí)：表述流暢、用詞禮貌得體且符合服務(wù)規(guī)范，語音語調(diào)標(biāo)準(zhǔn)、清晰，反應(yīng)迅速，對(duì)答流利，語法正確，能有效地與客人溝通，使客人滿意。表述連貫通順，語音語調(diào)標(biāo)準(zhǔn)、清晰，用詞禮貌得體符合服務(wù)規(guī)范。

良好等級(jí)：表述比較流暢、用詞較禮貌得體且符合服務(wù)規(guī)范，語音語調(diào)比較標(biāo)準(zhǔn)、清晰，反應(yīng)較迅速，對(duì)答比較流利，語法較正確，允許偶爾有單詞發(fā)音不太標(biāo)準(zhǔn)或句子稍稍停頓，但總體能達(dá)到與客人有效地溝通，使客人比較滿意。

合格等級(jí)：表達(dá)偶爾不太標(biāo)準(zhǔn)或禮貌，有時(shí)不太流利，表述不夠連貫，單詞發(fā)音有缺陷，句子語法偶爾有錯(cuò)誤，但不影響交際；但基本能與客人實(shí)現(xiàn)溝通。

不合格等級(jí)：表達(dá)難以理解、語法錯(cuò)誤較多、單詞發(fā)音存在重大缺陷，表述斷斷續(xù)續(xù)，不連貫或粗魯無禮，嚴(yán)重影響交流效果，無法實(shí)現(xiàn)與客人的有效溝通。

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