酒店常見(jiàn)賓客100問(wèn)

1、酒店對(duì)客服務(wù)之百問(wèn)百答Thehotelguestservicecentanswerquestions在橫店酒店中，客人的提問(wèn)是沒(méi)有一個(gè)固定的模式，范圍也沒(méi)有任何限制的，我們將最新收集到的客人常問(wèn)話題匯總分析，分別匯總整理出酒店前廳對(duì)客服務(wù)100個(gè)問(wèn)題，餐飲對(duì)客服務(wù)100個(gè)問(wèn)題，客房服務(wù)對(duì)客100個(gè)問(wèn)題等，內(nèi)容囊括了橫店各酒店設(shè)施設(shè)備及景區(qū)風(fēng)土人情等幾個(gè)方面。IntheHeadingHotel,theguestsquestionisnotafixedpattern,thereisnolimittothescopeof.Wewillgotothelatestcollectionofguestsof

2、tenasktopicsummaryanalysis,respectivelycollectingandsortingoutthehotelfrontofficecustomerservice100questions,100cateringtothecustomerservice,roomservicecustomer100problems,thecontentsincludetheHeadingthehotelfacilitiesandsceniccustoms.1、酒店到各景區(qū)的距離有多遠(yuǎn)？、Howfaristhedistancefromthehoteltothescenicspots?、

3、哪兒有出租車？、Whereisataxi?、酒店外面的街區(qū)上有到各景區(qū)的出租車服務(wù)？、Onthestreetoutsidethehotelhasataxiservicetothescenicspots?、酒店內(nèi)有寄存行李的服務(wù)嗎？、Doeshotelofferserviceofleavingoffluggage?、酒店前廳部提供此項(xiàng)服務(wù)、HotellobbyoftheDepartmenttoprovidethisservice、酒店內(nèi)哪個(gè)部門提供郵寄服務(wù)？、Whichdepartmentinthehoteltoprovidemailservice?、酒店前廳部提供此項(xiàng)服務(wù)、Hotellobby

4、oftheDepartmenttoprovidethisservice、酒店內(nèi)哪個(gè)部門提供住客橫店一日游？、Whichdepartmentinthehoteloffersaone-daytourofHeading?、酒店?duì)I銷部提供此項(xiàng)服務(wù)、Hotelmarketingdepartmenttoprovidethisservice、哪兒有賣小紀(jì)念品的商店？、Whereistheshopforsouvenir?、各景區(qū)都有賣小紀(jì)念品的商店、Allscenicspotsaresellingsmallsouvenirsshop、ATM機(jī)在酒店的哪個(gè)區(qū)域？、WhereistheATMinthehotel?

5、、ATM機(jī)即銀行自動(dòng)取款機(jī)，目前酒店還沒(méi)有此項(xiàng)服務(wù)。、ATMmachinethatthebankautomatictellermachines,thecurrenthotelhasnotthisservice.、酒店哪個(gè)部門提供兌換零錢服務(wù)？、Whichdepartmentofthehotelprovideschangeservice?、酒店前臺(tái)提供此項(xiàng)服務(wù)、TheFrontDeskoffersthisservice.、酒店何部門提供留言服務(wù)？、WhichdepartmentoffersMessageservice?、酒店前臺(tái)提供此項(xiàng)服務(wù)、Hotelfrontdesktoprovidethis

6、service、酒店客房結(jié)帳時(shí)間至中午12時(shí)18、Hotelcheck-outtimetonoon12、結(jié)帳時(shí)是否可使用信用卡？19、youuseacreditcardwhenyoucheckout?20、可以20、sure21、橫店影視城共有幾家酒店？21、Headingfilmandtelevisioncityatotalofseveralhotels?22、橫店影視城共有3家四星、4家三星、26家經(jīng)濟(jì)性酒店22、Headingfilmcityatotalof3four-star,4Samsung,26economyhotel23、Check-in和Check-out的時(shí)間？23、What

7、sthetimeforCheck-inandCheck-out?24、Check-in的意思是入住登記，Check-out指結(jié)帳離店。一般來(lái)說(shuō)，中午12:00以后辦理Check-in，下午2:00之前辦理Check-our具體情況會(huì)根據(jù)營(yíng)業(yè)情況作調(diào)整，詳情請(qǐng)洽各酒店總臺(tái)。24、Check-in:reportingonesarrival,asatahoteldesk;Check-out:leavingahotelafterpayingthebill.Generally,Check-inisnottransacteduntil12a.m.Check-outistransactedin2p.m.It

8、willbeadjustedaccordingtothebusinesssituation,PleaseconnecttheFrontDeskonext.1.fordetails.25、酒店何部門可提供兌換外幣服務(wù)？25、Whichdepartmentofferstheserviceofexchangingtheforeigncurrency?26、酒店前臺(tái)可提供此項(xiàng)服務(wù)26、TheFrontDeskinthehoteloffersthisservice.27、可否使用信用卡做CASHPAIDOUT？27、WhetherornotcantheguestsuscreditcardstoCASHP

9、AIDOUT?28、CASHPAIDOUT是指信用卡提現(xiàn)付帳。賓客可通過(guò)ATM機(jī)提取現(xiàn)金或是使用信用卡在前臺(tái)做(有限額規(guī)定)，使用者在提款時(shí)需按提示輸入密碼。28、TheguestscandrawthecashfromATMinthelobbyorpaidoutattheFrontDeskbyInternationalCreditcard(withlimitedamount).TheusershouldenterPinNumberupontheinstructiongivenbythemachine.29、酒店何部門提供禮品包裝服務(wù)？29、Whichdepartmentofferstheser

10、viceofpackingthepresents?30、酒店小商品店可提供此項(xiàng)服務(wù)。30、Hotelsmallshopcanprovidethisservice31、酒店大堂在哪？31、Whereisthehotellobby?32、酒店大堂一般在你辦理入住登記的地方32、Thehotellobbyiswhereyoucheck-in.33、酒店是否有家庭房入??？33Doesthehotelhaveafamilyroomtolivein?34目前酒店還沒(méi)有家庭房提供34Atpresent,thehotelhasnofamilyroomtoprovide35酒店的洋酒品種有哪些品種？35Theh

11、otelswinevarietieswhichbreed?36Martini(Dry/Resso)馬天尼(白/紅)；37Campari金巴利38Vodka/伏特加：39Smirnoff/皇冠40RUM/朗姆酒：41哈瓦那俱樂(lè)部(HavanaClub)；42Bacardi(百家得)43Gin/金酒：44PremiumScotchWhisky/高級(jí)蘇格蘭威士忌：45酒店是否有行政酒廊？45Doesthehotelhaveexecutivelounge?46酒店的早餐時(shí)間？46Breakfastinthehotel?477:00am10:00am477:00am10:00am48酒店供應(yīng)的早餐是自助

12、餐還是點(diǎn)菜？4849495050515152525353545455565657575858crate?Whetherthebreakfastofferedbythehotelisbuffetorala酒店供應(yīng)的早餐是自助餐Breakfastisservedatthehotelbuffet酒店供應(yīng)早餐是中式還是西式的？TheChinesebreakfastorWestern?、酒店供應(yīng)中式早餐，但含西式類食品。HotelsupplyofChinesestylebreakfast,butwithwesternstylefood.同一家公司都入住酒店行政樓的客人，可否使用免費(fèi)會(huì)議室？Thesame

13、company,theexecutiveflooroftheCheckInnHotelguests,canusefreeconferenceroom?、要依據(jù)酒店規(guī)定執(zhí)行Toperformaccordingtothehotelregulations行政酒廊的電話號(hào)碼是多少？Howmuchistheexecutiveloungestelephonenumber?行政酒廊電話號(hào)碼：0579-XXXXXXXX客房至客房的電話怎么打？Howtomakethecallbetweentherooms?、先撥X,在直撥房間號(hào)碼DialXXXfirst,thendialtheroomnumberdirectl

14、y.客房?jī)?nèi)電話機(jī)上的燈為什么會(huì)亮？Whythelightofthetelephoneintheguest-roomshallglitter?59、留言顯示燈閃爍意為有留言，酒店留言有兩種：語(yǔ)音留言和書面留言59、Theglitteringlightmeansthereisamessage.Therearetwokindsofmessages:soundmessageandletter.60、外線怎么打？60、Howtocalloutside?61、市內(nèi)先撥XXXX，再直撥電話號(hào)碼61、ForlocalcalldialXXXXfirst,thendialthenumberdirectly.62、

15、國(guó)內(nèi)，國(guó)際先撥XXXX，再撥區(qū)號(hào)及電話號(hào)碼62、ForIDD/DDDcalldialXXXXfirst,thendialareacodeandtelephoneno.63、怎樣聽(tīng)取語(yǔ)音留言？63、Howtogetthesoundmessage?64、可直接在客房?jī)?nèi)電話留言燈上按下按鈕聽(tīng)取留言。64、PressedthebottomofmessagelightonthetelephonefromtheguestRoom.65、如何獲得國(guó)家代碼和地區(qū)代碼？65、Howtogetthecountrycodeanddistrictcode?66、可向酒店商務(wù)中心和總機(jī)查詢，客房?jī)?nèi)的黃頁(yè)亦可供查詢。、I

16、tcanbeinquiredfromtheBusinessCenterandOperator.ItcanalsobelookedupintheYellowPagesintheguestrooms.、如何獲得網(wǎng)絡(luò)號(hào)碼？、Howtogetthenetworknumber?、可向酒店總機(jī)查詢。6869697070717172727373747475757676777778ItcanbeinquiredfromtheOperator.酒店市內(nèi)電話國(guó)內(nèi)長(zhǎng)途和國(guó)際長(zhǎng)途的收費(fèi)標(biāo)準(zhǔn)？Whatsthestandardchargeofthelocalcall,DDDandIDD?免費(fèi)FreeofchargeXXX

17、X元/分鐘Domesticlongdistance:XXXXyuan/minXXXX元/分鐘Internationallongdistance:HongKong,MacaoandTaiwanregionsXXXXyuan/minuteXXXX元/分鐘。OtherareasXXXXyuan/min.Check-out時(shí)計(jì)入房帳，免收服務(wù)費(fèi)。Check-outisincludedintheHousebill,freeofservicecharg酒店訂房電話號(hào)碼傳真號(hào)碼是多少？Hotelbookingtelephonenumber,faxnumber?房?jī)?nèi)如何上網(wǎng)？Howtoaccesstheint

18、er-netintheroom?免費(fèi)寬帶上網(wǎng)系統(tǒng)highspeedbroadbandInternetaccesssystem酒店何部門提供代訂火車票和機(jī)票服務(wù)?787979808081818282838384848585868687878888WhichdepartmentoffersTicketservice?、酒店商務(wù)中心提供此項(xiàng)服務(wù)BusinessCenteroffersthisservice.酒店哪能上網(wǎng)？收費(fèi)標(biāo)準(zhǔn)？Wheretoaccesstheinter-net?Whatsthestandardcharge?免費(fèi)寬帶上網(wǎng)服務(wù)。FreebroadbandInternetaccessi

19、nHotelrooms.酒店的網(wǎng)址？集團(tuán)總部的網(wǎng)址？WhatsthewebsiteofthehotelandourHeadquarter?免費(fèi)訂房電話是多少？WhatstheTollfreeNumber?0579-XXXXXXXXThenumberofChinais:0579-XXXXXXXX如何咨詢各酒店景區(qū)的電話號(hào)碼？Howtoconsultthehotel,theareaofthephonenumber?、可向酒店總機(jī)總臺(tái)詢問(wèn)Askthehoteloperatorstation如何查詢其他國(guó)家和地區(qū)的電話號(hào)碼？Howtocheckthetelephonenumberofothercoun

20、triesandregions?、可向酒店前臺(tái)、商務(wù)中心、總機(jī)查詢Wereferyoutothehotelfrontdesk,businesscenter,switchboard898990909191929293939494959596969797、酒店是否提供自動(dòng)洗衣服務(wù)？、Doeshoteloffertheautomaticlaundryservice?、酒店暫時(shí)不提供此項(xiàng)服務(wù)、Thehoteldoesntofferthisserviceforthemoment.、如何獲得氣象信息？、Howtogettheweatherinformation?、可向前臺(tái)或總機(jī)查詢氣象、Totherece

21、ptionistoroperatorcheckweather、酒店內(nèi)有醫(yī)生和藥房嗎？、Isthereamedicalserviceinthehotel?、酒店暫時(shí)不提供此項(xiàng)服務(wù)、Thehoteldoesntofferthisserviceforthemoment.、自助餐時(shí)可否帶走食物？、Isitpermittedtotakeawayfoodwhilebuffet?、一般來(lái)說(shuō)不允許、Itsnotpermittedgenerally.、作為前臺(tái)接待員，你認(rèn)為應(yīng)具備哪些能力？答：1、熟練前臺(tái)業(yè)務(wù)；2、了解飯店設(shè)施設(shè)備和服務(wù)項(xiàng)目；3、快速準(zhǔn)確地提供有關(guān)問(wèn)訊服務(wù)；4、運(yùn)用心理學(xué)知識(shí)，針對(duì)身份不同的賓客

22、選擇不同的溝通方式。、asareceptionist,whatdoyouthinkshouldhave?Answer:familiarwiththefrontdeskbusiness;understandingofhotelfacilitiesandequipmentandservices;providethefastinformationserviceaccurately;theuseofpsychologicalknowledge,fortheidentityofdifferentguestschoosedifferentwaysofcommunication.98、良好的服務(wù)意識(shí)主要表現(xiàn)

23、在哪些方面？答：1、熱愛(ài)旅游事業(yè)，熱愛(ài)旅游工作；2、有責(zé)任心和榮譽(yù)感，關(guān)心和體貼每一位賓客；3、自覺(jué)地加強(qiáng)自身的業(yè)務(wù)素質(zhì)和思想修養(yǎng)。98、a goodsense of service mainly inwhat areas?Answer:lovetotravel,lovetheworkoftourism;havethesenseofresponsibilityandhonor,careandconsiderateofeveryguest;consciouslystrengthentheirownbusinessqualityandideologicaltraining.99、總臺(tái)服務(wù)中有哪些具

24、體的推銷方法？答：1、根據(jù)不同對(duì)象、不同賓客適時(shí)推銷；2、利用優(yōu)勢(shì)、特色進(jìn)行推銷；3、利用包價(jià)內(nèi)容幫助推銷；4、主動(dòng)詢問(wèn)，及時(shí)向賓客提出合理建議；5、帶領(lǐng)客人參觀設(shè)施，進(jìn)行現(xiàn)場(chǎng)推銷，吸引賓客；6、適時(shí)向賓客推薦飯店的其它服務(wù)項(xiàng)目。99、whatarethespecificmarketingmethods?Answer:guests timely marketing;to help promote the sale;to the guests;to conduct on-site sales, toaccordingtodifferentobjects,differenttheuseofadva

25、ntages,featurestosell;theuseofthecontentsofthepackagetaketheinitiativetoask,timelyadvicetoleadthegueststovisitthefacilities,attractguests;intimetorecommendthehoteltotheguestsoftheotherservices.100、按照公安局有關(guān)旅館住宿登記的規(guī)定，客人入住登記時(shí)需填寫哪些內(nèi)容？答：1、姓名，性別，年齡，有效證件號(hào)碼，工作單位，家庭住址，何處來(lái)，何處去，抵達(dá)及離店日期，同住人及關(guān)系，本人簽名。2、外國(guó)客人另外還需填寫護(hù)

26、照號(hào)碼、簽證號(hào)碼、種類及有效日期，入境日期等。100、inaccordancewiththeprovisionsofthePublicSecurityBureauofhotelaccommodationregistration,guestsintheregistrationrequiredtofillinwhatcontent?Answer:name,sex,age,numberofeffectivecertificate,workunits,homeaddress,where,wheretogo,arrivalanddeparturedate,andlive,Isigned.foreigng

27、uestsalsoneedtofillinthepassportnumber,visanumbetypeandeffectivedate,dateofentry,etc.前臺(tái)客人嫌入住手續(xù)太繁瑣，不愿填寫登記卡時(shí)你怎么辦？答：1、解釋入住登記的有關(guān)規(guī)定。2、幫客人填寫，并請(qǐng)其簽名。3、將客人資料存檔，以后在入住前幫客人填好登記表。theguesttoocumbersome,donotwanttofillintheregistrationcardwhenyoudo?Answer:toexplaintherelevantprovisionsoftheregistration.tohelpguest

28、sfillin,andpleasetheirsignature.theguestinformationfile,inthefuturetohelpguestsfillintheregistrationform.6、一位語(yǔ)無(wú)倫次、精神明顯不正常的客人來(lái)總臺(tái)要求入住，你應(yīng)如何處理？答：1、婉言拒絕其入住。2、請(qǐng)保安人員將該客帶離公共場(chǎng)所。3、聯(lián)系派出所幫助處理。aspiritofincoherent,obviouslynotnormalvisitorstothestationandaskedfor,howshouldyoudo?Answer:declinedtheoccupancy.pleases

29、ecuritypersonnelwillbeawayfromthepublicplaces.contactthepolicestationtohelpdealwith.7、在你當(dāng)班時(shí)，有一位身著奇裝異服、舉止特殊的男士前來(lái)問(wèn)訊，你該如何接待？答：1、尊重客人的個(gè)人愛(ài)好和風(fēng)俗習(xí)慣。2、不進(jìn)行圍觀、嘲笑、議論、模仿或起外號(hào)。3、詳細(xì)了解客人的問(wèn)訊范圍，并提供正確、快捷的問(wèn)訊服務(wù)。youhaveaduty,dressedinoutlandishcostume,specialmannersofmentohelp,howdoyoureceive?Answer:respectfortheguestsofp

30、ersonalhobbiesandcustoms.donotcrowd,ridicule,discussion,imitationornickname.adetailedunderstandingoftheguestinformationrange,andprovidingaccurateandfastinformationservice.8、客人要求加床時(shí)怎么辦？答：1、迅速答復(fù)客人，并告知加床收費(fèi)標(biāo)準(zhǔn)。2、通知房務(wù)中心將床加進(jìn)房間。3、加床前應(yīng)檢查床是否牢固好用，避免發(fā)生意外事故。4、配備床上用品及增加一套用品。requesttheextrabeddo?Answer:apromptrepl

31、yandinformtheguest,extracharges.notifytheroomservicecenterwillbeaddedtotheroom.Checkwhetherthefirmisgood,with3bedsbeforebed,toavoidaccidents.4,withbeddingandaddasetofsupplies.9、客人要求在房間擺放鮮花、水果時(shí)怎么辦？theguestsaskedtoputflowersintheroom,fruit,howtodo?答：1、了解客人所需鮮花、水果的種類、色彩、數(shù)量和擺放形式，并記下房號(hào)和姓名。2、按要求進(jìn)行擺設(shè)，要注意技巧

32、，避免客人禁忌的花，水果要消毒。3、盡量了解客人擺放鮮花水果的原因，進(jìn)一步做好細(xì)致的服務(wù)，如是客人生日，則向客人表示祝賀等。Answer:whatthecustomerrequiredflowers,fruittype,color,quantityandplacementform,andthenoteoftheroomnumberandname.accordingtotherequirementsoftheequipment,topayattentiontoskills,toavoidthegueststabooflowers,fruittodisinfect.asfaraspossiblet

33、ounderstandthereasonsfortheguestsplacedflowersandfruits,andfurtherdoagoodjobofdetailedservice,suchasthebirthdayoftheguests,theguestssaidcongratulations,etc.10、當(dāng)入住登記時(shí)知道當(dāng)天是客人生日，你應(yīng)怎么辦？答：1、應(yīng)通知公關(guān)部，以便及時(shí)為客人準(zhǔn)備生日蛋糕和鮮花。2、客人在房間時(shí)將蛋糕、鮮花及總經(jīng)理名片一同送往房間，以示祝賀。3、送蛋糕要跟上餐刀、叉、碟等，如遇其他客人前來(lái)祝賀要熱情接待，及時(shí)撤換和補(bǔ)充茶水、茶具等，讓客人度過(guò)歡樂(lè)的生辰。wh

34、enthecheck-inguestsknowthedayisyourbirthday,howshouldIdo?Answer:shouldinformthepublicrelationsdepartment,toprovideguestsforabirthdaycakeandflowers.theguestintheroomwhenthecake,flowersandgeneralmanagerofnamecardtoroom,congratulation.sendacaketokeepupwiththeknife,fork,adiscand,incaseofotherguestscamet

35、ocongratulatetothewarmreception,promptlyreplaceandsupplementoftea,tea,letaguestspendhappybirthday.11、一客人中午11:00AM來(lái)登記入住，但房間尚未搞好衛(wèi)生，你應(yīng)如何處理？aguestatnoonto11:00AMtocheckin,buttheroomhasnotyetdoagoodjobinhealth,youshouldbehowtodealwith?答：1、向客人道歉，說(shuō)明退房時(shí)間是12:00AM,所以許多房間還未來(lái)得及整理。2、建議客人先辦登記手續(xù)，然后請(qǐng)他們先用餐或休息，我們馬上通知

36、服務(wù)員盡快打掃房間。3、對(duì)客人的合作表示感謝。Answer:toapologizetotheguests,thecheck-outtimeis12:00AM,somanyroomshavenothadtimetosortout.itisrecommendedtodotheguestsfirstregistration,andthenaskthemtodineorrest,weimmediatelynotifythestaffassoonaspossibletocleantheroom.thankyouforthecooperationoftheguests.12、如果客人上房后，打電話來(lái)說(shuō)他不

37、喜歡這間房，要求轉(zhuǎn)房，你應(yīng)如何處理？iftheguestroom,callshedoesntlovethisroom,youshouldturntherealrequirements,howtodealwith?答：1、了解客人不喜歡的原因以及他喜歡什么樣的房間。2、條件允許，則按客人要求幫其轉(zhuǎn)房并更改資料。3、不能滿足客人要求，則向其道歉、并解釋原因。4、做好交班，為客留意其喜歡的房間類型，一有空出，立即幫他轉(zhuǎn)房。Answer:tounderstandthereasonswhytheguestsdonotlikeandwhatkindofroomhelikes.theconditionspe

38、rmit,accordingtotheguestsaskedtohelpthetransferoftheroomandchangetheinformation.cannotmeettherequirementsoftheguests,theapology,andexplainthereasons.makeshift,payattentiontotheloveroomtypeforthepassengers,thereisavacantroomimmediatelytohelphim.13、一位客人前來(lái)登記入住，他說(shuō)他的朋友李先生已訂了房，而李先生遲一點(diǎn)才到，他自己先入住李先生的房間，你應(yīng)如何處

39、理？oneoftheguestscometocheck-in,hesaidhisfriendMr.Lihasbookedaroom,andMr.Lilaterarrived,hisownmoveintoMr.Lisroom,youshouldhowtodealwith?答：1、查清李先生有無(wú)交代。2、如李先行無(wú)交代，在有房間的情況下，可請(qǐng)?jiān)摽土黹_(kāi)一間房。3、李先生到達(dá)時(shí)，與其確認(rèn)。Answer:Mr.ChaQinglihasnoaccount.suchasLifirstnoaccount,inaroomundertheconditionoftheguestcanpleaseopenaroom.

40、whenMr.Leearrived,anditsconfirmation.14、某日，一客人打電話訂下個(gè)星期六的標(biāo)準(zhǔn)房，但根據(jù)預(yù)測(cè)顯示，那一天的標(biāo)準(zhǔn)房間已訂滿，此時(shí)你如何處理？someday,aguestcallbooknextSaturdayinastandardroom,butaccordingtotheforecast,thedaystandardroomshavebeenbooked.Atthistime,howdidyouhandleit?答：1、向客人說(shuō)明那一天的標(biāo)準(zhǔn)房已訂滿。2、向客人推銷其他種類的房間。3、將客人納入等候訂房名單”中（即WAITNGLIST）。4、留下客人通訊號(hào)

41、碼，一有標(biāo)準(zhǔn)房空出，立即與客人確認(rèn)。5、如客人實(shí)在不愿意，可向客人介紹其他酒店。Answer:tothegueststhatthedayofthestandardroomhasbeenbooked.tothegueststosellothertypesofrooms.guestswillbeincludedinthewaitingreservationlist(WAITNGLIST).leavetheguestcommunicationnumber,astandardroomvacated,confirmwiththeguestimmediately.suchastheguestsarenot

42、willingtointroduceotherhotelstotheguests.15、某公司秘書張小姐打電話幫其公司幾名職員訂房，但她不知道該職員的姓名，你如何處理這一訂房？acompanysecretaryMissZhangcallhelpthecompanyseveralstaffroom,butshedoesntknowtheemployeesname,howdoyoudealwithareservation?答：1、向張小姐說(shuō)明無(wú)客人姓名訂房給客人所帶來(lái)的不便。2、請(qǐng)張小姐盡量去了解客人姓名，并及時(shí)通知我們。3、建議張小姐先用公司訂房，并通知其公司職員。Answer:toMissZh

43、angisnottheguestnamebroughtinconveniencetoguests.pleaseMissZhangasfaraspossibletounderstandtheguestsname,andpromptlynotifyus.MissZhangsuggestedfirstwiththecompanyreservation,andinformtheemployeesofthecompany.16、一位客人退房時(shí)，要求預(yù)定下一年同期的房間，你應(yīng)如何處理？答：1、記下客人的詳細(xì)要求。2、提醒客人明年的房?jī)r(jià)有可能變化。3、請(qǐng)客人留下聯(lián)系地址或通訊號(hào)碼，到時(shí)好確認(rèn)。aguestc

44、heckout,therequestforthenextyearinthesameperiodoftheroom,youshouldbehowtodealwith?Answer:tonotedownthedetailsoftherequirementsoftheguests.toremindtheguestsnextyearspricesarelikelytochange.Pleasecontacttheguesttoleavethecontactaddressorthecorrespondencenumber,thengoodconfirmation.17、一位以全價(jià)入住的客人在退房時(shí)說(shuō)房租

45、太貴，房間的設(shè)施、種類他均不喜歡，要求按七折收費(fèi)，你應(yīng)如何處理？afullpricecheckintheguestsatthetimethattherentistooexpensive,theroomfacilities,hedidnotlikethekindofrequirementsbythirtypercentoffcharges,youshouldbehowtodealwith?答：1、原則上應(yīng)婉言拒絕其要求，說(shuō)明入住時(shí)是征求客人意見(jiàn)才安排房間的。2、建議客人下次若對(duì)房間不滿意，應(yīng)盡早通知我們換房。3、問(wèn)客人對(duì)房間有何意見(jiàn)，以便我們今后改進(jìn)。4、向客人介紹酒店其他類型的房間，歡迎他下次

46、光臨。5、若是淡季或該客曾住過(guò)我店，可視情況給予一定的優(yōu)惠。Answer:shouldinprinciplebedeclinedtherequest,thatistoseektheviewsofvisitorstoarrangeroom.ifthenexttimetoadvisetheguestroomnotsatisfied,shallnotifyusassoonaspossibletowards.asktheguestopinionontheroom,forourfutureimprovement.tothehotelguestsonothertypesofrooms,hewelcomed

47、thenextvisit.iftheguestoroff-seasonlivedinourstore,dependingonthecircumstancesgivencertainconcessions.18、飯店房間內(nèi)的物品被客人拿走，這是常有的事，當(dāng)你發(fā)現(xiàn)某住客拿走了房間里諸如電視遙控器之類的物品，而該客人正在結(jié)賬離店，你有什么辦法既能讓客人交出飯店之物品、使飯店不受損失，而且不至于令客人感到難堪？theitemsintheroomsofthehotelaretooktheguest,itisconstantsomething,whenyoufindaguesttooksuchasTVre

48、motecontrolitemsintheroom,andtheguestischeck-out,youhavewhatmethodcanletaguesttoproduceitemsofhotel,thehotelisnotaffectedbythelossof,butnotgosofarastomaketheguestfeelembarrassed?答：1、婉轉(zhuǎn)地請(qǐng)客人提供線索幫助查找。2、請(qǐng)客房服務(wù)員再次仔細(xì)查找一次。3、告知客人物品確實(shí)找不到，會(huì)不會(huì)是來(lái)訪朋友或親戚拿走了，或是收拾行李時(shí)太匆忙而夾在行李里面了。4、客人不認(rèn)同則耐心向客人解釋飯店的規(guī)定，請(qǐng)求賠償。5、若客人確實(shí)喜歡此物品

49、，可設(shè)法為其購(gòu)買。Answer:Iasktheguesttohelpfindclues.pleasefindaroomattendantcarefullyonceagain.Didnotfindthe3,informtheguestitems,willnotbevisitingfriendsorrelativesaway,orpacktoohastilyandcaughtintheluggage.theguestsdonotagreetotheprovisionsofthehotelwillpatientlyexplainguestrequestcompensation.iftheguests

50、reallylovethisitem,cantrytobuyit.19、客人到了退房日期但仍未離去，作為接待你應(yīng)如何處理？答：1、主動(dòng)與客人聯(lián)系，了解其確切的離店日期。2、注意語(yǔ)言技巧，避免客人誤會(huì)我們趕他們走。3、客人續(xù)住的房租若有變化，應(yīng)向客人說(shuō)明。4、若當(dāng)天房滿，則向客人講明情況，并幫其聯(lián)系其他酒店。5、對(duì)打擾客人表示歉意，并更改有關(guān)資料。theguestsarrivedatthecheck-outdatebutnotleave,asareceptionyoushouldbehowtodealwith?Answer:taketheinitiativetocontactwiththegue

51、sts,toknowtheexactdateofdeparture.payattentiontolanguageskills,toavoidtheguestsmisunderstandingustodrivethemaway.Ifthereisanychangeintherent,theguestshallexplaintotheguest.iftheguestroomisfull,toexplainthesituation,andhelptheotherhotelcontact.apologizetotheguest,andchangetherelevantinformation.20、客人

52、對(duì)賬單有異議時(shí)怎么辦？答：1、檢查異議處，發(fā)現(xiàn)差錯(cuò)及時(shí)更正。2、若賬單上的實(shí)際費(fèi)用高出客人的預(yù)算，詳細(xì)解釋。3、針對(duì)房租外的費(fèi)用、加急服務(wù)要說(shuō)明清楚，讓客人明白所支出的費(fèi)用是合理的。4、確屬錯(cuò)漏，立即查核更正。theguesthasanyobjectiontothebilldo?Answer:checktheobjection,errorcorrectedinatimelymanner.iftheactualcostofthebillishigherthanthebudgetoftheguests,adetailedexplanation.forrentexpenses,expressserv

53、icetoexplain,letthemknowthattheexpensesarereasonable.itiswrong,immediatelycheckthecorrect.21、一位著名人士入住你的飯店，某人自稱是某某報(bào)社的記者，他要求知道該客人的房號(hào)，并想對(duì)其進(jìn)行采訪，對(duì)此你應(yīng)如何處理？答：1、婉言拒絕告知房號(hào)，并解釋有關(guān)規(guī)定。2、請(qǐng)?jiān)撚浾叱鍪居嘘P(guān)證件，核實(shí)身份。3、聯(lián)系接待部門或客人的助手、隨從，請(qǐng)他們安排。afamouspersoninyourhotel,someoneclaimingtobeanewspaperreporter,heaskedtoknowtheguestsroo

54、mnumber,andwouldliketointerview,howshouldyoudealwiththis?Answer:refusedtoinformtheroomnumber,andexplaintherelevantprovisions.askedthereportertoproducetherelevantdocuments,toverifytheidentity.contactthereceptiondepartmentortheguestsassistant,follow,pleasearrangeforthem.22、深夜，客人來(lái)電話說(shuō)隔壁的客人很吵，無(wú)法入睡，應(yīng)如何處理？

55、答：1、向客人表示歉意。問(wèn)清房號(hào)(包括嘈雜的)。2、打電話或是上房間，勸告嘈雜的客人。3、可以幫肋客人轉(zhuǎn)房。lateatnight,theguestscametothephonesaidthatthenextdoorisnoisy,cannotsleep,howshouldhandle?Answer:apologizetotheguests.Asktheroomnumber(includingthenoisy).callorontheroom,advisethenoisyguests.canhelptheribguestroom.23、一位女客人來(lái)報(bào)，她晚上經(jīng)常受到一些不明身份的電話騷擾，你如

56、何處理？答：1、了解詳情。2、建議客人轉(zhuǎn)房或?qū)腿朔刻?hào)保密，所有電話通過(guò)總機(jī)轉(zhuǎn)接。3、通知保安部采取安全措施。afemaleguesttothenewspaper,sheoftenbysomeunidentifiedtelephoneharassmentatnight,howdoyoudealwith?Answer:tounderstandthedetails.toadvisetheguestroomorconfidentialguestroomnumber,allbytelephoneswitchboard.notifythesecuritydepartmenttotakesafetymea

57、sures.24、某星期日，你接到樓層服務(wù)員報(bào)，有十幾個(gè)團(tuán)體客人在樓層走廓里做禱告。作為大堂副理，你應(yīng)如何處理？答：1、立即到現(xiàn)場(chǎng)勸止客人。2、建議客人到市內(nèi)教堂做禱告。3、如無(wú)教堂，可向客人提供會(huì)議室。aSunday,youreceivedafloorattendantnewspaper,adozengroupofguestsonthefloorzoukuoprayer.Asanassistantmanager,howshouldyoudo?Answer:immediatelytothescenetodiscourageguests.advisetheguesttothecitychurch

58、.ifnochurch,toprovideguestswiththemeetingroom.25、樓層服務(wù)員清掃房間時(shí)發(fā)現(xiàn)客人生病了，立即通知正在當(dāng)班的你，你該怎么辦？thefloorattendanttocleantheroomandfoundtheguestisill,immediatelynotifyyouareonduty,whatshouldyoudo?答：1、對(duì)客人表示關(guān)切，簡(jiǎn)單詢問(wèn)一下病情。2、客人行動(dòng)方便，引導(dǎo)他去醫(yī)務(wù)室，行動(dòng)不便則叫醫(yī)生到現(xiàn)場(chǎng)診斷。3、運(yùn)送客人要避開(kāi)公共場(chǎng)所。4、傳染病做好隔離和消毒工作。5、慰問(wèn)病人。Answer:theguestsexpressedconc

59、ern,simplyaskaboutthecondition.theguestactionisconvenient,guidehimtogotothemedicalroom,theactioninconvenienceiscalledthedoctortothespotdiagnosis.transportgueststoavoidpublicplaces.infectiousdiseasetodoagoodjobinisolationanddisinfectionwork.condolencestothepatient.26、你飯店的一位住店客人因在房間的椅子上摔絞而受傷，你應(yīng)如何處理？Ag

60、uestatyourhotel,26forachairintheroomfellandtwistedinjured,howshouldyouhandle?答：1、道歉并安慰客人，馬上聯(lián)系醫(yī)生。2、向上級(jí)匯報(bào)，通知相關(guān)部門進(jìn)行特殊照顧。3、陪同上級(jí)到房間探病問(wèn)候。4、對(duì)所發(fā)生的事情向客人表示歉意，必要時(shí)進(jìn)行補(bǔ)救措施。5、通知維修部門對(duì)該房的設(shè)備進(jìn)行檢查維修。6、做好事發(fā)經(jīng)過(guò)記錄，查事故發(fā)生的原因，吸取教訓(xùn)，防止類似的事情再發(fā)生。Answer:apologizeandcomforttheguests,immediatelycontactthedoctor.reporttothesuperior,n