-
酒店对客服务之百问百答
The hotel guest
service cent answer questions
在横店酒店中，
客人的提问是没有一个固定的模式，
范围也没有任何限制的，
我们将最
新收集到的客人常问话题汇总分析，分别汇总整理出酒店前厅
对客服务
100
个问题，餐饮
对客服务
100
个问题，
客房服务对客
100
个问题等，
内容囊括了横店各酒店设施设
备及景
区风土人情等几个方面。
In
th
e Heading Hotel
, the
guest's question is not a fixed pattern, there is
no
limit to the scope of. We will go to
the latest collection of guests often ask topic
summary analysis, respectively
collecting and sorting out the hotel front office
customer service 100 questions, 100
catering to the customer service, room
service customer 100 problems, the
contents include the
Heading
the hotel
facilities and
scenic customs.
1
、
酒店到各景区的距离有多远？
1
、
How far is the
distance from the hotel to the scenic spots?
2
、
哪儿有出租车？
2
、
Where is a
taxi?
3
、酒店外面的街区上有到各景区的出租车服务？
3
、
On
the street outside the hotel has a taxi service to
the scenic spots?
4
、
酒店内有寄存行李的服务吗？
4
、
Does hotel
offer service of leaving off luggage?
5
、酒店前厅部提供此项服务
5
、
Hotel lobby of
the Department to provide this service
6
、
酒店内哪个部门提供邮寄服务？
6
、
Which
department in the hotel to provide mail
service?
7
、酒店前厅部提供此项服务
7
、
Hotel lobby of
the Department to provide this service
8
、
酒店内哪个部门提供住客横店一日游？
8
、
Which
department in the hotel offers a one-day tour of
Heading?
9
、酒店营销部提供此项服务
9
、
Hotel marketing
department to provide this service
10
、
哪儿有卖小纪念品的商店？
10
、
Where is the
shop for souvenir?
11
、各景区都有
卖小纪念品的商店
11
、
All scenic
spots are selling small souvenirs shop
12
、
ATM
机在酒店的哪个区域？<
/p>
12
、
Where is the
ATM in the hotel?
13
< br>、
ATM
机即银行自动取款机，目前酒店还没有此项服务
。
13
、
ATM machine
that the bank automatic teller machines, the
current hotel has
not this service.
14
、酒店哪个部门提供兑换零钱服务？
14
、
Which
department of the hotel provides change
service?
15
、
酒店前台提供此项服务
15
、
The Front Desk
offers this service.
16
、
酒店何部门提供留言服务？
16
、
Which
department offers Message service?
17
、酒店前台提供此项服务
17
、
Hotel front desk to provide this
service
18
、酒店客房结帐时间至中午
12
时
18
、
Hotel check-
out time to noon 12
19
、结帐
时是否可使用信用卡？
19
、
you use a
credit card when you check out?
20
、可以
20
、
sure
21
、横店影视城
共有几家酒店？
21
、
Heading film
and television city a total of several
hotels?
22
、
横店
影视城
共有
3
家四星、
4
家三星、
26
家经济性酒店
22
、
Heading fil
m city a total of
3 four-star, 4 Samsung, 26 economy hotel
23
、
Check-
in
和
Check-
out
的时间？
23
、
What’s the
time for Check
-in and Check-
out?
24
、
Check-
in
的意思是入住登记，
Check-
out
指结帐离店。
一般来说，中午
12:00
以后办理
Check-in
，下午
2:00
之前办理
Check-our
。
具体情况会根据营业情况作调整，详情请洽各酒店总台。
24
、
Check-
in: reporting one’s arrival, as at a hotel desk;
Check-out: leaving a hotel
after paying the bill. Generally, Check-in is not
transacted until 12 a.m. Check-out is
transacted in 2 p.m. It will be adjusted
according to the business situation,
Please connect the Front Desk on ext. 1. for
details.
25
、
酒店何部门可提供兑换外币服务？
25
、
Which
department offers the service of exchanging the
foreign
currency?
26
、酒店前台可提供此项服务
26
、
The Front Desk
in the hotel offers this service.
27
、
可否使用信用卡做
CASH PAID
OUT
？
27
、
Whether or not
can the guests us credit cards to CASH PAID
OUT?
28
、
CASH PAID
OUT
是指信用卡提现付帐。
宾客可
通过
ATM
机提取现金或是使用信用卡在前台做（有限额规定）
，使用者在提款时需
按提示输入密码。
28
、
The guests can
draw the cash from ATM in the lobby or paid out at
the Front
Desk by International Credit
card( with limited amount). The user should enter
Pin Number upon the instruction given
by the machine.
29
、
酒店何部门提供礼品包装服务？
29
、
Which
department offers the service of packing the
presents?
30
、酒店小商品店可提供此项服务。
30
、
Hotel small
shop can provide this service
31
、
酒店大堂在哪？
31
、
Where is the
hotel lobby?
32
、酒
店大堂一般在你办理入住登记的地方
32
、
The hotel
lobby is where you check-in.
33
< br>、酒店是否有家庭房
入住
？
33
、
Does the hotel
have a family room to live in?
34
、目前酒店还没有家庭房提供
34
、
At present,
the hotel has no family room to provide
35
、酒店的
洋酒品种有哪些品种？
35
、
The hotel's
wine varieties which breed?
36
、
Martini (Dry/Resso)
马天尼（白
/
红）；
37
、
Campari
金巴利
< br>
38
、
Vodka/
伏特加：
39
、
Smirnoff/
皇冠
40
、
RUM/
朗姆酒：
41
、哈瓦那俱乐部（
Havana
Club
）；
42
< br>、
Bacardi
（百家得）
43
、
Gin/
金酒：
44
、
Premium Scotch
Whisky/
高级苏格兰威士忌：
45
、酒店是否有
行政酒廊？
45
、
Does the hotel
have executive lounge?
46
、酒店
的
早餐时间？
46
、
Breakfast in
the hotel?
47
、
7:00am~10:00am
47
、
7: 00am ~ 10:
00am
48
、
酒店供应的早餐是
自助餐还是点菜？
48
、
Whether the
breakfast offered by the hotel is buffet or a la
crate?
49
、
酒店供应的早餐是自助餐
49
、
Breakfast is
served at the hotel buffet
5
0
、
酒店供应早餐是中式还是西式的？
50
、
The Chinese
breakfast or Western?
51
、酒店供应中式早餐，但含西式类食品。
51
、
Hotel supply
of Chinese style breakfast, but with western style
food.
52
、同一家公司都入住酒店行政楼的客人，可否
使用免费会议室？
52
、
The same
company, the executive floor of the Check Inn
Hotel
guests, can use
free conference room?
53
、要依据酒店规定执行
53
、
To perform
according to the hotel regulations
54
、
行政酒廊的电话号码是多少？
54
、
How much is
the executive lounge's telephone
number?
55
、
行政酒廊电话号码：
0579-XXXXXXXX
56
、客房至客房的电话怎么打？
56
、
How to make the call between the
rooms?
57
、先拨
X
，在直拨房间号码
57
、
Dial XXX
first, then dial the room number directly.
58
、
客房内电话机上的灯为什么会亮？
58
、
Why the
light of the telephone in the guest-room shall
glitter?
59
、留言显示灯
闪烁意为有留言，酒店留言有两种：语音留言和书面留言
59
、
The glittering
light means there is a message. There are two
kinds of
messages: sound message and
letter.
60
、
外线怎么打？
60
、
How to call
outside?
61
、
市内
先拨
XXXX
，再直拨电话号码
61
、
For local call
dial XXXX first, then dial the number directly.
62
、国内，国际先拨
XXXX
，再拨区号及电话号码
62
、
For IDD/DDD
call dial XXXX first, then dial area code and
telephone no..
63
、
怎样听取语音留言？
63
、
How to get the
sound message?
64
、可直接在客房内电话留言灯上按下按钮听取留言。
64
、
Pressed the
bottom of message light on the telephone from the
guest
Room.
65
、如何获得国家代码和地区代码？
65
、
How to get the
country code and district code?
66
、可向酒店商务中心和总机查询，客房内的黄页亦可供查询。
66
、
It can
be inquired from the Business Center and Operator.
It can also
be looked up in the Yellow
Pages in the guest rooms.
67
、
如何获得网络号码？
67
、
How to get the
network number?
68
、可向酒店总机查询。
68
、
It can be
inquired from the Operator.
69
、酒店市内电话、国内长途和国际长途的收费标准？
69
、
What’s the
standard charge of the local call, DDD and
IDD?
70
、市内电话
免费
70
、
Free of charge
71
、国内长途：
XXXX
元
/
分钟
71
、
Domestic long
distance: XXXX yuan / min
72
、国际长途：港澳台地区
XXXX
元
/
分钟
72
、
International
long distance:
Hong
Kong,
Macao and Taiwan regions XXXX
yuan / minute
73
、
其他地区
XXXX
元
/
分钟。
73
、
Other areas
XXXX yuan / min.
74
、
Check-out
时计入房帐，
免收
服务费。
74
、
Check-out is
included in the House bill, free of
service
charg
75
、
酒店订房电话号码、传真号码是多少？
75
、
Hotel booking
telephone number, fax number?
76
、房内如何上网？
76
、
How to access the inter-net in the
room?
77
、
免
费宽带上网系统
77
、
high speed
broadband Internet access system
78
、酒店何部门提供代订火车票和机票服务
?
78
、
Which
department offers Ticket service?
79
、酒店商务中心提供此项服务
79
、
Business
Center offers this service.
80
、酒店哪能上网？收费标准？
80
、
Where to
access the inter-
net? What’s the
standard charge?
81
、酒店客房内提供
免
费宽带上网服务。
81
、
Free
broadband Internet access in Hotel rooms.
< br>82
、
酒店的网址？集团总部的网址？
< br>
82
、
What’s the
website of the hotel and our
Headquarter?
83
、免费订房电话是多少？
83
、
What’s the
Toll free Number?
84
、中国地区为
0579--
XXXXXXXX
84
、
The
number of China is: 0579-XXXXXXXX
85
、如何咨询各酒店、景区的电话号码？
85
、
How to consult
the hotel, the area of the phone
number?
86
、可向酒店总机总台询问
86
、
Ask the hotel
operator station
87
、如何查询其他国家
和地区的电话号码？
87
、
How to check
the telephone number of other countries and
regions?
88
、可向酒店前
台、商务中心、总机查询
88
、
We refer you
to the hotel front desk, business center,
switchboard
89
、酒店是否提供自动洗衣服务？
89
、
Does hotel
offer the automatic laundry service?
90
、酒店暂时不提供此项服务
90
、
The hotel
doesn’t offer this service for the
moment.
91
、
如何获得气象信息？
91
、
How to get the
weather information?
92
、
可向前台或总机查询气象
92
、
To the
receptionist or operator check weather
93
、酒店内有医生和药房吗？
93
、
Is there a
medical service in the hotel?
94
、酒店暂时不提供此项服务
94
、
The hotel
doesn’t offer this service for the
moment.
95
、
自助餐时可否带走食物？
95
、
Is it
permitted to take away food while
buffet?
96
、一般来说不允许
96
、
It’s not
permitted generally.
97
、作为前台接待员，你认为应具备哪些能力？
答
：
1
、熟练前台业务；
2
、了解饭店设施设备和服务项目；
3
、快速准确地提供有关问讯服务；
4
、运用心理学知识，针对身份不同的宾客选择不同的沟通方式
。
97
、
as
a
receptionist,
what
do
you
think
should
have?
Answer:
1,
familiar
with
the
front
desk
business;
2,
understanding
of
hotel
facilities
and
equipment
and
services;
3,
provide
the
fast
information
service
accurately;
4,
the
use
of
psychological
knowledge,
for
the
identity
of
different
gue
sts
choose
different
ways
of
communication.
98
、良好的服务意识主要表现在哪些方面？
答：
1
、热爱旅游事业，热爱旅游工作；
2
、有责任心和荣誉感，关心和体贴每一位宾客；
<
/p>
3
、自觉地加强自身的业务素质和思想修养。
98
、
a
good
sense
of
service
mainly
in
what
areas?
Answer:
1,
love
to
travel,
love
the
work
of
tourism;
2,
have
the
sense
of
responsibility
and
honor,
care
and
considerate
of
every
guest;
3,
consciously
strengthen
their
own
business
quality
and
ideological
tr
aining.
99
、
总台服务中有哪些具体的推销方法？
答：
1
、根据不同对象、不同宾客适时推销；
2
、利用优势、特色进行推销；
3
、利用包价内容帮助推销；
4
、主动询问，及时向宾客提出合理建议；
5
、带领客人参观设施，进行现场推销，吸引宾客；
6
、适时向宾客推荐饭店的其它服务
项目。
99
、
what
are
the
specific
marketing
methods?
Answer:
1,
according
to
different
objects,
different
guests
timely
marketing;
2,
the
use
of
advantages,
features
to
sell;
3,
the
use
of
the
contents
of
the
package
to
help
promote
the
sale;
4,
take
the
initiative
to
ask,
timely
advice
to
the
guests;
5,
to
lead
the
guests
to
visit
the
facilities,
to
conduct
on-site
sales,
to
attract
guests;
6,
in
time
to
recommend
the
hotel
to
the
guests
of
the
other
service
s.
100
、
按照公安局有关旅馆住宿登记
的规定，客人入住登记时需填写哪些内容？
答：
1
、姓名，性别，年龄，有效证件号码，工作单位，家庭住址，何处来，
何处去，抵达及离店日期，同住人及关系，本人签名。
2
、
外国客人另外还需填写护照号码、
签证号码、
种类及有效日期，
入境日期等。
100
、
in
accordance
with
the
provisions
of
the
Public
Security
Bure
au
of
hotel
accommodation
registration,
guests
in
the
registration
required
to
fill
in
what
content?
Answer:
1,
name,
sex,
age,
number
of
effective
certificate,
work
units,
home
a
ddress,
where,
where
to
go,
arrival
and
departure
date,
and
live,
I
signed.
2,
foreign
guests
also
need
to
fill
in
the
passport
number,
visa
numbe
r,
type
and
effective
date,
date
of
entry,
etc..
前台
客人嫌入住手续太繁琐，不愿填写登记卡时你怎么办？
答：
1
、解释入住登记的有关规定。
2
、帮客人填写，并请其签名。
3
、将客人资料存档，以后在入住前帮客人填好登记表。
5,
the
guest
too
cumbersome,
do
not
want
to
fill
in
the
registration
ca
rd
when
you
do?
Answer:
1,
to
explain
the
relevant
provisions
of
the
registration.
2,
to
help
guests
fill
in,
and
please
their
signature.
3,
the
guest
information
file,
in
the
future
to
help
guests
fill
in
the
re
gistration
form.
6
、
一位语无伦次、
精神明显不正常的客人来总台要求入住，
你
应如何处理？
答：
1
、婉言拒绝其入住。
2
、请保安人员将该客带离公共场所。
3
、联系派出所帮助处理。
6,
a
spirit
of
incoherent,
obviously
not
normal
visitors
to
the
station
a
nd
asked
for,
how
should
you
do?
Answer:
1,
declined
the
occupancy.
2,
please
security
personnel
will
be
away
from
the
public
places.
3,
contact
the
police
station
to
help
deal
with. <
/p>
7
、在你当班时，有一位身着奇装异服、举止特殊的男士前来问讯
，你该如
何接待？
答：
1
、尊重客人的个人爱好和风俗习惯。
2
、不进行围观、嘲笑、议论、模仿或起外号。
3
、详细了解客人的问讯范围，并提供正确、快捷的问讯服务。
7,
you
have
a
duty,
dressed
in
outlandish
costume,
special
manners
of
men
to
help,
how
do
you
receive?
Answer:
1,
respect
for
the
guests
of
personal
hobbies
and
customs.
2,
do
not
crowd,
ridicule,
discussion,
imitation
or
nickname.
3,
a
detailed
understanding
of
the
guest
information
range,
and
provid
ing
accurate
and
fast
information
service.
8
、客人要求加床时怎么办？
答：
1
、迅速答复客人，并告知加床收费标准
。
2
、通知房务中心将床加进房间。
<
/p>
3
、加床前应检查床是否牢固好用，避免发生意外事故。
4
、配备床上用品及增加一套用品。
8,
request
the
extra
bed
do?
Answer:
1,
a
prompt
reply
and
inform
the
guest,
extra
charges.
2,
notify
the
room
service
center
will
be
added
to
the
room.
Check
whether
the
firm
is
good,
with
3
beds
before
bed,
to
avoid
acci
dents.
4,
with
bedding
and
add
a
set
of
supplies.
9
、客人要求在房间摆放鲜花、水果时怎么办？
9,
the
guests
asked
to
put
flowers
in
the
room,
fruit,
how
to
do?
答：
1
、了解客人所需鲜花、水果的种类、色彩、数量和摆放形式，并记下
< br>房号和姓名。
2
、按要求进行
摆设，要注意技巧，避免客人禁忌的花，水果要消毒。
3
、尽量了解客人摆放鲜花水果的原因，进一步做好细致的服务，如是客人
生日，则向客人表示祝贺等。
Answer:
1,
what
the
customer
required
flowers,
fruit
type,
color,
quantity
and
placement
form,
and
the
note
of
the
room
number
and
name.
2,
according
to
the
requirements
of
the
equipment,
to
pay
attention
t
o
skills,
to
avoid
the
guests
taboo
flowers,
fruit
to
disinfect.
3,
as
far
as
possible
to
understand
the
reasons
for
the
guests
placed
f
lowers
and
fruits,
and
further
do
a
good
job
of
detailed
service,
such
as
th
e
birthday
of
the
guests,
the
guests
said
congratulations,
etc..
10
、当入住登记时知道当天是客人生日，你应怎么办？
< br>
答：
1
、应通知公关部，以便
及时为客人准备生日蛋糕和鲜花。
2
、客人在房间时将蛋糕、鲜花及总经理名片一同送往房间，以示祝贺。
3
、送蛋糕要跟上餐刀、叉、碟等，如遇其他客人前来祝贺要热情接待，及
时撤换和补充茶水、茶具等，让客人度过欢乐的生辰。
10,
when
the
check-in
guests
know
the
day
is
your
birthday,
how
sho
uld
I
do?
Answer:
1,
should
inform
the
public
relations
department,
to
provide
guests
fo
r
a
birthday
cake
and
flowers.
2,
the
guest
in
the
room
when
the
cake,
flowers
and
general
manager
of
name
card
to
room,
congratulation.
3,
send
a
cake
to
keep
up
with
the
knife,
fork,
a
disc
and,
in
case
of
other
guests
came
to
congratulate
to
the
warm
reception,
promptly
replac
e
and
supplement
of
tea,
tea,
let
a
guest
spend
happy
birthday.
1
1
、一客人中午
11
：
00AM
来登记入住，但房间尚未搞好卫生，你应如何
处理？
11,
a
guest
at
noon
to
11:00AM
to
check
in,
but
the
room
h
as
not
yet
do
a
good
job
in
health,
you
should
be
how
to
deal
w
ith?
答：
1
、向客人道歉，说明退房时间是
12
：
00AM
，所以许多房间还未来
得
及整理。
2
、建议客人先办登记手续，然后请他们先用餐或休息，我们马上通知服务
员尽快打扫房
间。
3
、对客人的合作表示感谢。
Answer:
1,
to
apologize
to
the
guests,
the
check-out
time
is
12:00AM,
so
man
y
rooms
have
not
had
time
to
sort
out.
2,
it
is
recommended
to
do
the
guests
first
registration,
and
then
ask
them
to
dine
or
rest,
we
immediately
notify
the
staff
as
soon
as
possible
t
o
clean
the
room.
3,
thank
you
for
the
cooperation
of
the
guests.
12
、如果客人上房后，打电话来说他不喜欢这间房，要求转房，你
应如何
处理？
12,
if
the
guest
room,
calls
he
doesn't
love
this
room,
you
sh
ould
turn
the
real
requirements,
how
to
deal
with?
答：
1
、了解客人不喜欢的原因以及他喜欢什么样的房间。
<
/p>
2
、条件允许，则按客人要求帮其转房并更改资料。
3
、不能满足客人要求，则向其道歉、并解释原因
。
4
、做好交班，为客留意其喜欢的
房间类型，一有空出，立即帮他转房。
Answer:
1,
to
understand
the
reasons
why
the
guests
do
not
like
and
what
kin
d
of
room
he
likes.
2,
the
conditions
permit,
according
to
the
guests
asked
to
help
the
tra
nsfer
of
the
room
and
change
the
information.
3,
can
not
meet
the
requirements
of
the
guests,
the
apology,
and
exp
lain
the
reasons.
4,
make
shift,
pay
attention
to
the
love
room
type
for
the
passengers,
there
is
a
vacant
room
immediately
to
help
him.
13
、一位客人前来登记入住，他说他的朋友李先生已订了房，而李
先生迟
一点才到，他自己先入住李先生的房间，你应如何处理？
13,
one
of
the
guests
come
to
check-in,
he
said
his
friend
Mr.
Li
has
booked
a
room,
and
Mr.
Li
later
arrived,
his
own
move
in
to
Mr.
Li's
room,
you
should
how
to
deal
with?
答：
1
、查清李先生有无交代。
2
、如李先行无交代，在有房间的情况下，可请该客另开
一间房。
3
、李先生到达时，与其确认。
Answer:
1,
Mr.
Cha
Qingli
has
no
account.
2,
such
as
Li
first
no
account,
in
a
room
under
the
condition
of
the
g
uest
can
please
open
a
room.
3,
when
Mr.
Lee
arrived,
and
its
confirmation.
14
、
某日，一客人打电话订下个星期六的标准房，但根据预测显示，那一
天的标准房间已订满
，此时你如何处理？
14,
someday,
a
guest
call
book
next
Saturday
in
a
standard
r
oom,
but
according
to
the
forecast,
the
day
standard
rooms
have
been
booked.
At
this
time,
how
did
you
handle
it?
答：
1
、向客人说明那一天的标准房已订满。
2
、向客人推销其他种类的房间。
<
/p>
3
、将客人纳入
―
等候订房名单
‖
中（即
WAITNG
LIST
）。
4
、留下客人通讯号码，一有标准房空出，立即与客人确认。
5
、如客人实在不愿意，可向客人介绍其他酒店。
Answer:
1,
to
the
guests
that
the
day
of
the
standard
room
has
been
booked.
2,
to
the
guests
to
sell
other
types
of
rooms.
3,
guests
will
be
included
in
the
reservation
list
(WAITNG
LI
ST).
4,
leave
the
guest
communication
number,
a
standard
room
vacated,
confirm
with
the
guest
immediately.
5,
such
as
the
guests
are
not
willing
to
introduce
other
hotels
to
the
guests.
15
、某公司秘书张
小姐打电话帮其公司几名职员订房，但她不知道该职员
的姓名，你如何处理这一订房？<
/p>
15,
a
company
secretary
Miss
Zhang
call
help
the
company
s
everal
staff
room,
but
she
doesn't
know
the
employee's
name,
h
ow
do
you
deal
with
a
reservation?
答：
1
、向张小姐说明无客人姓名订房给客
人所带来的不便。
2
、请张小姐尽量
去了解客人姓名，并及时通知我们。
3
、建议张小姐先用公司订房，并通知其公司职员。
Answer:
1,
to
Miss
Zhang
is
not
the
guest
name
brought
inconvenience
to
gu
ests.
2,
please
Miss
Zhang
as
far
as
possible
to
understand
the
guest's
na
me,
and
promptly
notify
us.
3,
Miss
Zhang
suggested
first
with
the
company
reservation,
and
infor
m
the
employees
of
the
company.
16
、一位客人退
房时，要求预定下一年同期的房间，你应如何处理？
答：
1
、记下客人的详细要求。
2
、提醒客人明年的房价有可能变化。
3
、请客人留下联系地址或通讯号码，到时好确认。
16,
a
guest
check
out,
the
request
for
the
next
year
in
the
same
peri
od
of
the
room,
you
should
be
how
to
deal
with?
Answer:
1,
to
note
down
the
details
of
the
requirements
of
the
guests.
2,
to
remind
the
guests
next
year's
prices
are
likely
to
change.
3.
Please
contact
the
guest
to
leave
the
contact
address
or
the
corres
pondence
number,
then
good
confirmation.
17
、
一位以全价入住的客人在退房时说房租太贵，房间的设施、种类他均
不喜欢，要求按七折
收费，你应如何处理？
17,
a
full
price
check
in
the
guests
at
the
time
that
the
rent
is
too
expensive,
the
room
facilities,
he
did
not
like
the
kind
of
r
equirements
by
thirty
percent
off
charges,
you
should
be
how
to
deal
with?
答：
1
、原则上应婉言拒绝其要求，说明入住
时是征求客人意见才安排房间
的。
2
、建议客人下次若对房间不满意，应尽早通知我们换房。
3
、问客人对房间有何意见，以便我们今后改进。
< br>
4
、向客人介绍酒店其他类型的房间，欢迎他下次光临
。
5
、若是淡季或该客曾住过我店，
可视情况给予一定的优惠。
Answer:
1,
should
in
principle
be
declined
the
request,
that
is
to
seek
the
view
s
of
visitors
to
arrange
room.
2,
if
the
next
time
to
advise
the
guest
room
not
satisfied,
shall
notify
us
as
soon
as
possible
to
wards.
3,
ask
the
guest
opinion
on
the
room,
for
our
future
improvement.
4,
to
the
hotel
guests
on
other
types
of
rooms,
he
welcomed
the
next
visit.
5,
if
the
guest
or
off-
season
lived
in
our
store,
depending
on
the
circu
mstances
given
certain
concessions.
18
、饭
店房间内的物品被客人拿走，这是常有的事，当你发现某住客拿走
了房间里诸如电视遥控
器之类的物品，
而该客人正在结账离店，
你有什么办法既
能让客人交出饭店之物品、使饭店不受损失，而且不至于令客人感到难堪？
18,
the
items
in
the
rooms
of
the
hotel
are
took
the
guest,
it
is
constant
some
thing,
when
you
find
a
guest
took
such
as
TV
remote
control
items
in
the
room,
and
the
guest
is
check-
out,
yo
u
have
what
method
can
let
a
guest
to
produce
items
of
hotel,
t
he
hotel
is
not
affected
by
the
loss
of,
but
not
go
so
far
as
to
m
ake
the
guest
feel
embarrassed?
答：
1<
/p>
、婉转地请客人提供线索帮助查找。
2
、请客房服务员再次仔细查找一次。
3
、告知客人物品确实找不到，会不会是来访朋友或亲戚拿走了
，或是收拾
行李时太匆忙而夹在行李里面了。
4
、客人不认同则耐心向客人解释饭店的规定，请求赔偿。
5
、若客人确实喜欢此物品，可设法为其购买。
Answer:
1,
I
ask
the
guest
to
help
find
clues.
2,
please
find
a
room
attendant
carefully
once
again.
Did
not
find
the
3,
inform
the
guest
items,
will
not
be
visiting
friends
or
relatives
away,
or
pack
too
hastily
and
caught
in
the
luggage.
4,
the
guests
do
not
agree
to
the
provisions
of
the
hotel
will
patiently
explain
guest
request
compensation.
5,
if
the
guests
really
love
this
item,
can
try
to
buy
it.
19
、客人到了退房日期但仍未离去，作为接待你应如何处理？
答：
1
、主动与客人联系
，了解其确切的离店日期。
2
、注意
语言技巧，避免客人误会我们赶他们走。
3
< br>、客人续住的房租若有变化，应向客人说明。
4
、若当天房满，则向客人讲明情况，并帮其联系其他酒店。
5
、对打扰客人表示歉意，并更改有关资料。
19,
the
guests
arrived
at
the
check-out
date
but
not
leave,
as
a
recep
tion
you
should
be
how
to
deal
with?
Answer:
1,
take
the
initiative
to
contact
with
the
guests,
to
know
the
exact
da
te
of
departure.
2,
pay
attention
to
language
skills,
to
avoid
the
guests
misunderstandi
ng
us
to
drive
them
away.
3.
If
there
is
any
change
in
the
rent,
the
guest
shall
explain
to
the
gu
est.
4,
if
the
guest
room
is
full,
to
explain
the
situation,
and
help
the
othe
r
hotel
contact.
5,
apologize
to
the
guest,
and
change
the
relevant
information.
20
、客人对账单有异议时怎么办？
答：
1
、检查异议处，发现差错及时更
正。
2
、若账单上的实际费用高出客
人的预算，详细解释。
3
、针对房租
外的费用、加急服务要说明清楚，让客人明白所支出的费用是
合理的。
< br>
4
、确属错漏，立即查核更正。
20,
the
guest
has
any
objection
to
the
bill
do?
Answer:
1,
check
the
objection,
error
corrected
in
a
timely
manner.
2,
if
the
actual
cost
of
the
bill
is
higher
than
the
budget
of
the
guests,
a
detailed
explanation.
3,
for
rent
expenses,
express
service
to
explain,
let
them
know
that
t
he
expenses
are
reasonable.
4,
it
is
wrong,
immediately
check
the
correct.
21
、一位著名人
士入住你的饭店，某人自称是某某报社的记者，他要求知
道该客人的房号，并想对其进行
采访，对此你应如何处理？
答：
1<
/p>
、婉言拒绝告知房号，并解释有关规定。
2
、请该记者出示有关证件，核实身份。
< br>3
、联系接待部门或客人的助手、随从，请他们安排。
21,
a
famous
person
in
your
hotel,
someone
claiming
to
be
a
newspa
per
reporter,
he
asked
to
know
the
guest's
room
number,
and
would
like
t
o
interview,
how
should
you
deal
with
this?
Answer:
1,
refused
to
inform
the
room
number,
and
explain
the
relevant
provis
ions.
2,
asked
the
reporter
to
produce
the
relevant
documents,
to
verify
the
identity.
3,
contact
the
reception
department
or
the
guest's
assistant,
follow,
pl
ease
arrange
for
them.
22
、深夜，客人来电话说隔壁的客人很吵，无法入睡，应如何处理？
答：
1
、向客人表示歉意。问清房号（包括嘈
杂的）。
2
、打电话或是上房间，劝
告嘈杂的客人。
3
、可以帮肋客人转房。
22,
late
at
night,
the
guests
came
to
the
phone
said
that
the
next
do
or
is
noisy,
can
not
sleep,
how
should
handle?
Answer:
1,
apologize
to
the
guests.
Ask
the
room
number
(including
the
nois
y).
2,
call
or
on
the
room,
advise
the
noisy
guests.
3,
can
help
the
rib
guest
room.
23
、一位女客人来报，
她晚上经常受到一些不明身份的电话骚扰，你如何
处理？
答：
1
、了解详情。
2
、建议客人转房或对客人房号保密，所有电话通过总机转
接。
3
、通知保安部采取安全措施。
23,
a
female
guest
to
the
newspaper,
she
often
by
some
unidentified
telephone
harassment
at
night,
how
do
you
deal
with?
Answer:
1,
to
understand
the
details.
2,
to
advise
the
guest
room
or
confidential
guest
room
number,
all
by
telephone
switchboard.
3,
notify
the
security
department
to
take
safety
measures.
24
、某星期日
，你接到楼层服务员报，有十几个团体客人在楼层走廓里做
祷告。作为大堂副理，你应如
何处理？
答：
1
、立即到现场劝止客人。
2
、建议客人到市内教堂做祷告。
3
、如无教堂，可向客人提供会议室。
24,
a
Sunday,
you
received
a
floor
attendant
newspaper,
a
dozen
gro
up
of
guests
on
the
floor
zoukuo
prayer.
As
an
assistant
manager,
how
sh
ould
you
do?
Answer:
1,
immediately
to
the
scene
to
discourage
guests.
2,
advise
the
guest
to
the
city
church.
3,
if
no
church,
to
provide
guests
with
the
meeting
room.
25
、楼层服务员清扫房
间时发现客人生病了，立即通知正在当班的你，你
该怎么办？
25,
the
floor
attendant
to
clean
the
room
and
found
the
gues
t
is
ill,
immediately
notify
you
are
on
duty,
what
should
you
do?
答：
1
、对客人表示关切，简单询问一下病
情。
2
、客人行动方便，引导他去医
务室，行动不便则叫医生到现场诊断。
3
、运送客人要避开公共场所。
4
、传染病做好隔离和消毒工作。
5
、慰问病人。
Answer:
1,
the
guests
expressed
concern,
simply
ask
about
the
condition.
2,
the
guest
action
is
convenient,
guide
him
to
go
to
the
medical
roo
m,
the
action
inconvenience
is
called
the
doctor
to
the
spot
diagnosis.
3,
transport
guests
to
avoid
public
places.
4,
infectious
disease
to
do
a
good
job
in
isolation
and
disinfection
wor
k.
5,
condolences
to
the
patient.
26
、你饭店的一位住店客人因在房间的椅子上摔绞而受伤，你应如何处
理？
A
guest
at
your
hotel,
26
for
a
chair
in
the
room
fell
and
twis
ted
injured,
how
should
you
handle?
答：
1
、道歉并安慰客人，马上联系医生。
2
、向上级汇报，通知相关部门进行特殊照顾。
3
、陪同上级到房间探病问候。
4
、对所发生的事情向客人表示歉意，必要时进行补救措施。
5
、通知维修部门对该房的设备进行检查维
修。
6
、做好事发经过记录，查事故
发生的原因，吸取教训，防止类似的事情再
发生。
Answer:
1,
apologize
and
comfort
the
guests,
immediately
contact
the
doctor.
2,
report
to
the
superior,
notify
the
relevant
departments
to
carry
out
special
care.
3,
to
greet
the
visiting
room
accompanied
by
the
superior.
4,
to
apologize
to
the
guests
what
happened,
when
necessary,
to
carr
y
out
remedial
measures.
5,
notify
the
maintenance
department
of
the
housing
equipment
for
in
spection
and
maintenance.
6,
to
do
a
good
job
of
the
incident,
check
the
cause
of
the
accident,
l
earn
from
the
lessons
to
prevent
similar
incidents
from
happening
again.
27
、客人反映在客房失窃时怎么办？
答：
1
、详细了解客人丢失物品细节。
2
、帮助客人寻找。
3
、确实找不到的话要及时向上级汇报。
4
、如果是重大的失窃（价值较大）时，应马上保护现场，立即报告保安部
门，必要时要将客人的外出、该房间的来访等情况提供有关部门协助调查处理。
27,
guests
reflected
in
the
room
when
the
theft
of
how
to
do?
Answer:
1,
detailed
understanding
of
the
details
of
the
loss
of
the
guests.
2,
to
help
the
guests
to
find.
3,
really
can
not
find
the
words
to
report
to
the
higher
authorities
in
a
timely
manner.
4,
if
it
is
a
major
theft
(value)
of
the
larger,
should
immediately
to
pr
otect
the
scene,
immediately
report
to
the
security
department,
necessary
to
the
guest
go
out,
visit
the
room,
provide
relevant
departments
to
assist
in
the
investigation
process.
28
、当发现客人一夜未归时怎么办？
答：
1
、检查该房间有否异常。
2
、了解客人有无在其他房间。
3
、联系接待单位，了解是否有外出安排。
4
、如不知其去向或无法打听时立即向上级汇报，并密切注意该
房间。
5
、如房间没有任何物品时要
考虑客人是否逃帐。
28,
when
the
guests
do
not
have
a
night
to
find
how
to
do?
Answer:
1,
check
whether
the
room
has
abnormal.
2,
to
understand
whether
the
guests
in
the
other
room.
3,
contact
the
reception
unit,
to
understand
whether
there
are
arrange
ments
for
going
out.
4,
if
they
do
not
know
where
to
or
can
not
be
asked
to
report
to
the
superior
immediately,
and
pay
close
attention
to
the
room.
5,
such
as
the
room
without
any
items
to
consider
whether
the
guest
to
escape
account.
29
、当接到客人
在房间休息要求任何人不要打扰并不接电话时怎么办？
答：<
/p>
1
、确认房号、姓名和时间段。
2
、通知总机做电话
DND
< br>（免打扰）和房务中心做人工
DND
。
< br>
3
、做好记录工作。
4
、过时同客人联系取消
DND
。
29,
when
receiving
guests
in
the
room
to
rest
and
ask
any
person
do
not
bother
not
to
answer
the
phone
when
how
to
do?
Answer:
1,
to
confirm
the
room
number,
name
and
time
period.
2,
to
inform
the
operator
telephone
DND
(DND)
do
artificial
DND
and
room
service
center.
3,
do
a
good
job
of
record.
4,
out
of
date
with
the
guests
to
cancel
the
contact
DND.
30
、当发现客人不懂使用我们的设备时怎么办？
答：<
/p>
1
、首先向客人表示歉意，不能嫌弃和嗤笑客人。
2
、向客人作详细介绍，耐心向客人说明用法。
3
、说话要注意态度和语言艺术，使客人不至于不懂使用房间设备
感到
有失面子而觉得难堪。
也不能因此瞧不起客人，
以为客人土气，
更不应该有
此情绪流露以至引起客人的不快。
< br>
4
、如果客人仍不清楚，则叫人去现场示范。
30,
when
the
guests
do
not
know
what
to
do
when
we
use
the
e
quipment?
Answer:
1,
first
of
all
apologize
to
the
guests,
and
guests
can
not
despise
scorn.
2,
make
a
detailed
introduction
to
the
guests,
patiently
explained
to
the
guests.
3,
attention
should
be
paid
to
speak
attitude
and
language
art,
make
the
guests
not
to
understand
the
use
of
equipment
room
f
eel
embarrassed
to
lose
face.
Also
can
not
look
down
upon
the
g
uests,
the
guests
think
rustic,
but
should
not
have
the
emotion
a
nd
cause
the
unhappy
guests.
4,
if
the
guests
are
still
not
clear,
it
is
called
to
the
scene
to
de
monstrate.
31
、当客人提出的问题，你不清楚难以回答时该怎么办？
答：
1
、仔细倾听，详尽
回答。
2
、不懂或不清楚，回答没有
把握的问题，请客人稍等，向有关部门了解后
再做答复。
3
、因无法一时弄清楚的问题，请客人回房稍候，弄清楚后再答复。
4
、经努力仍无法解答时也要给客人
一个回音，并耐心解释，表示歉意。
31,
when
the
guest's
questions,
you
don't
know
the
answer
to
how
to
do?
Answer:
1,
listen
carefully,
detailed
answer.
2,
do
not
understand
or
do
not
know,
answer
not
to
grasp
the
proble
m,
please
wait
a
moment,
to
the
relevant
departments
to
understand
and
then
do
reply.
3,
due
to
the
problem
can
not
be
a
moment,
please
return
to
the
roo
m
for
a
moment,
get
a
clear
answer.
4,
after
efforts
still
cannot
answer
when
to
give
the
guests
a
reply,
an
d
patiently
explain,
apologize.
< br>32
、客人正在谈话，你有急事找他时怎么办？
答：
1
、应有礼貌地站在客人的一旁，双目注
视着要找的客人。
2
、当客人主动停
下谈话时，向其他客人表示歉意。
3
、简明扼要讲述要找客人事由，待其答复后再次向其他客人表示歉意。
4
、如果用上述的办法，客人仍未觉察到你要找他时，应掌握在客人谈话的
空隙征得客人同意，陈述打断理由。
32,
the
guest
is
talking,
you
have
something
urgent
to
find
him
when
how
to
do?
Answer:
1,
should
be
polite
to
stand
on
the
side
of
the
guests,
eyes
looking
at
the
guests
to
find.
2,
when
the
guests
to
stop
talking,
the
other
guests
apologize.
3,
to
find
the
guest
personnel
by
concise
and
to
the
point
about
the
a
nswer,
again
apologize
to
the
other
guests.
4,
if
the
above
approach,
the
guests
have
not
yet
found
that
you
wan
t
to
find
him,
should
be
in
the
guest's
conversation
with
the
guests
agreed
to
the
consent
of
the
guests,
the
statement
interrupted
reason.
33
、圣诞节、春节
等节日期间遇到客人时怎么办？
答：
1
、节日期间以愉快的心情与客人打招呼，使用
―
圣诞快乐
‖―
新年好
‖―<
/p>
恭
喜发财
‖
等节
日敬语。
2
、应注意，任何时候在客
人面前都不应该有不愉快的表情流露。
33,
Christmas,
Spring
Festival
and
other
holidays
when
how
to
do?
Answer:
1,
during
the
festival
to
a
happy
mood
and
a
guest
greeting,
use
m
erry
Christmas
and
New
Year
Hei
Fat
Choy
festivals
such
as
honorifics.
2,
should
pay
attention
to,
at
any
time
in
front
of
the
guests
should
n
ot
have
an
unpleasant
expression.
34
、客人
出现不礼貌的行为时怎么办？
34,
when
the
guests
appear
impolite
behavior
how
to
do?
答：
1
、有理有节，不卑不亢。
2
、分清情况，无意的，不与计较，恶意的，建议客人心平气和地商量解决
问题。
3
、如果是客人过激语言或
行为，应保持冷静和克制的态度，不能以粗言回
敬，要用礼貌来感染客人。
4
、如果是对女服务员态度轻浮甚至动手动脚，女
服务员可迅速回避，男服
务员应主动上前应付。
5
、如果情节严重或动手打人，应立即向上级报告，同时记录详细经过。
Answer:
1,
rational
and
restrained,
be
neither
humble
nor
pushy.
2,
to
distinguish
the
situation,
no
intention,
not
with
the
dispute,
mali
cious,
and
recommended
that
the
people
of
the
heart
to
discuss
and
solve
the
problem.
3,
if
guests
radical
language
or
behavior,
should
maintain
an
attitude
of
calm
and
restraint,
not
to
coarse
language
responded
to
use
polite
infec
tion
to
guests.
4,
if
it
is
to
the
waitress
levity
and
even
lift,
the
waitress
can
quickly
avoidance,
the
waiter
should
took
the
initiative
to
deal
with.
5,
if
the
circumstances
are
serious
or
beatings,
should
be
reported
to
your
supervisor
immediately,
and
record
details.
3
5
、当你在岗位上工作时，一位客人缠着你聊天，你应如何处理？
答：
1
、询问客人是否有事需要帮
忙。
2
、礼貌地向客人解释，工作时
间不便长谈。
3
、如客人不罢休，可借故暂避。
35,
when
you
work
in
a
position,
a
guest
with
you
to
chat,
how
shoul
d
you
handle?
Answer:
1,
ask
whether
the
guests
need
help.
2,
politely
explain
to
the
guest,
long
working
time
inconvenience.
3,
if
you
do
not
give
up,
be
an
excuse
to
take
shelter.
36
、为表示谢意
，客人向你赠送小礼品或小费时，怎么办？
答：
1
、对客人的盛情表示感谢。
2
、对客人的赠送婉言谢绝。
3
、盛情难却的话，则将小费及礼品交上级处理。
36,
in
order
to
express
their
gratitude,
the
guests
presented
to
you
a
small
gift
or
tip,
how
to
do?
Answer:
1,
thank
you
for
the
hospitality
of
the
guests.
2,
the
guests
presented
declined.
3,
shengqingnanque
words,
will
pay
a
higher
level
processing
and
gift
tips.
37
、客人请你出去玩或看戏时怎么办？
答：
1
、表示感谢。
2
、婉言谢绝。
3
、注意谢绝的语言技巧。
37,
the
guest
asks
you
to
go
out
to
play
or
plays
when
the
theater?
Answer:
1,
thank
you.
2,
declined.
3,
pay
attention
to
language
skills
declined.
38
、客人要求与你合影留恋怎么办？
答：
1
、向客人表示谢意，但应婉言谢
绝。
2
、如客人出于善意且执意要求
合影，则要征得上级同意，在不影响工作和
饭店格调前提下，可以与客人合影。
3
、但要避免单独与客人合影。
38,
the
requirements
of
the
guests
and
you
take
a
picture
of
how
to
do?
Answer:
1,
thanks
to
the
guests,
but
should
be
declined.