酒店常见宾客100问(DOC53页)

酒店对客效劳之百问百答Thehotelguestservicecentanswerquestions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效劳100个问题，餐饮对客效劳100个问题，客房效劳对客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。IntheHeadingHotel,theguest'squestionisnotafixedpattern,thereisnolimittothescopeof.Wewillgotothelatestcollectionofguestsoftenasktopicsummaryanalysis,respectivelycollectingandsortingoutthehotelfrontofficecustomerservice100questions,100cateringtothecustomerservice,roomservicecustomer100problems,thecontentsincludetheHeadingthehotelfacilitiesandsceniccustoms. 1、酒店到各景区的距离有多远？ 1、Howfaristhedistancefromthehoteltothescenicspots? 2、哪儿有出租车？2、Whereisataxi?3、酒店外面的街区上有到各景区的出租车效劳？3、Onthestreetoutsidethehotelhasataxiservicetothescenicspots? 4、酒店内有存放行李的效劳吗？4、Doeshotelofferserviceofleavingoffluggage?5、酒店前厅部提供此项效劳5、HotellobbyoftheDepartmenttoprovidethisservice 6、酒店内哪个部门提供邮寄效劳？6、Whichdepartmentinthehoteltoprovidemailservice?7、酒店前厅部提供此项效劳7、HotellobbyoftheDepartmenttoprovidethisservice 8、酒店内哪个部门提供住客横店一日游？8、Whichdepartmentinthehoteloffersaone-daytourofHeading?9、酒店营销部提供此项效劳9、Hotelmarketingdepartmenttoprovidethisservice 10、哪儿有卖小纪念品的商店？10、Whereistheshopforsouvenir?11、各景区都有卖小纪念品的商店11、Allscenicspotsaresellingsmallsouvenirsshop 12、ATM机在酒店的哪个区域？12、WhereistheATMinthehotel?13、ATM机即银行自动取款机，目前酒店还没有此项效劳。13、ATMmachinethatthebankautomatictellermachines,thecurrenthotelhasnotthisservice.14、酒店哪个部门提供兑换零钱效劳？14、Whichdepartmentofthehotelprovideschangeservice?15、 酒店前台提供此项效劳15、TheFrontDeskoffersthisservice. 16、酒店何部门提供留言效劳？16、WhichdepartmentoffersMessageservice?17、酒店前台提供此项效劳17、Hotelfrontdesktoprovidethisservice18、酒店客房结帐时间至中午 12时   18、 Hotelcheck-outtimetonoon12 19、结帐时是否可使用信用卡？19、youuseacreditcardwhenyoucheckout? 20、可以20、sure21、横店影视城共有几家酒店？21、Headingfilmandtelevisioncityatotalofseveralhotels?22、 横店影视城共有3家四星、4家三星、26家经济性酒店     22、Headingfilmcityatotalof3four-star,4Samsung,26economyhotel23、Check-in和Check-out的时间？23、What’sthetimeforCheck-inandCheck-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:reportingone’sarrival,asatahoteldesk;Check-out:leavingahotelafterpayingthebill.Generally,Check-inisnottransacteduntil12a.m.Check-outistransactedin2p.m.Itwillbeadjustedaccordingtothebusinesssituation,PleaseconnecttheFrontDeskonext.1.fordetails.25、酒店何部门可提供兑换外币效劳？25、Whichdepartmentofferstheserviceofexchangingtheforeigncurrency?26、酒店前台可提供此项效劳26、TheFrontDeskinthehoteloffersthisservice.27、可否使用信用卡做CASHPAIDOUT？27、WhetherornotcantheguestsuscreditcardstoCASHPAIDOUT?28、CASHPAIDOUT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、TheguestscandrawthecashfromATMinthelobbyorpaidoutattheFrontDeskbyInternationalCreditcard(withlimitedamount).TheusershouldenterPinNumberupontheinstructiongivenbythemachine. 29、酒店何部门提供礼品包装效劳？Whichdepartmentofferstheserviceofpackingthepresents?30、酒店小商品店可提供此项效劳。30、Hotelsmallshopcanprovidethisservice31、酒店大堂在哪？31、Whereisthehotellobby?32、酒店大堂一般在你办理入住登记的地方32、Thehotellobbyiswhereyoucheck-in.33、酒店是否有家庭房入住？33、Doesthehotelhaveafamilyroomtolivein?34、目前酒店还没有家庭房提供34、Atpresent,thehotelhasnofamilyroomtoprovide35、酒店的洋酒品种有哪些品种？35、Thehotel'swinevarietieswhichbreed?36、Martini(Dry/Resso)马天尼〔白/红〕；37、Campari金巴利38、Vodka/伏特加：39、Smirnoff/皇冠40、RUM/朗姆酒：41、哈瓦那俱乐部〔HavanaClub〕；42、Bacardi〔百家得〕43、Gin/金酒：44、PremiumScotchWhisky/高级苏格兰威士忌：45、酒店是否有行政酒廊？ 45、Doesthehotelhaveexecutivelounge?46、酒店的早餐时间？  46、Breakfastinthehotel?      47、7:00am~10:00am 47、7:00am~10:00am 48、酒店供给的早餐是自助餐还是点菜？48、Whetherthebreakfastofferedbythehotelisbuffetoralacrate?49、酒店供给的早餐是自助餐49、Breakfastisservedatthehotelbuffet50、酒店供给早餐是中式还是西式的？50、TheChinesebreakfastorWestern?51、酒店供给中式早餐，但含西式类食品。51、HotelsupplyofChinesestylebreakfast,butwithwesternstylefood.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、Thesamecompany,theexecutiveflooroftheCheckInnHotelguests,canusefreeconferenceroom?53、要依据酒店规定执行 53、Toperformaccordingtothehotelregulations54、 行政酒廊的号码是多少？54、Howmuchistheexecutivelounge'stelephonenumber?55、行政酒廊号码：0579-XXXXXXXX56、客房至客房的怎么打？56、Howtomakethecallbetweentherooms?57、先拨X，在直拨房间号码57、DialXXXfirst,thendialtheroomnumberdirectly.58、客房内机上的灯为什么会亮？58、Whythelightofthetelephoneintheguest-roomshallglitter?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 关于书的成语关于读书的排比句社区图书漂流公约怎么写关于读书的小报汉书pdf 面留言59、Theglitteringlightmeansthereisamessage.Therearetwokindsofmessages:soundmessageandletter. 60、外线怎么打？60、Howtocalloutside?61、市内先拨XXXX，再直拨号码61、ForlocalcalldialXXXXfirst,thendialthenumberdirectly.62、国内，国际先拨XXXX，再拨区号及号码62、ForIDD/DDDcalldialXXXXfirst,thendialarea codeandtelephoneno..63、怎样听取语音留言？63、Howtogetthesoundmessage?64、可直接在客房内留言灯上按下按钮听取留言。64、PressedthebottomofmessagelightonthetelephonefromtheguestRoom.65、如何获得国家代码和地区代码？65、Howtogetthecountrycodeanddistrictcode?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、ItcanbeinquiredfromtheBusinessCenterandOperator.ItcanalsobelookedupintheYellowPagesintheguestrooms.67、如何获得网络号码？67、Howtogetthenetworknumber?68、可向酒店总机查询。68、ItcanbeinquiredfromtheOperator.69、酒店市内、国内长途和国际长途的收费 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 ？69、What’sthestandardchargeofthelocalcall,DDDandIDD?70、市内免费70、Freeofcharge71、国内长途：XXXX元/分钟71、Domesticlongdistance:XXXXyuan/min72、国际长途：港澳台地区XXXX元/分钟72、Internationallongdistance:HongKong,MacaoandTaiwanregionsXXXXyuan/minute73、其他地区XXXX元/分钟。73、OtherareasXXXXyuan/min.74、Check-out时计入房帐，免收效劳费。74、Check-outisincludedintheHousebill,freeofservicecharg75、酒店订房号码、号码是多少？75、Hotelbookingtelephonenumber,faxnumber?76、房内如何上网？       76、 Howtoaccesstheinter-netintheroom?              77、免费宽带上网系统77、highspeedbroadbandInternetaccesssystem78、酒店何部门提供代订火车票和机票效劳?78、WhichdepartmentoffersTicketservice?79、酒店商务中心提供此项效劳79、BusinessCenteroffersthisservice.80、酒店哪能上网？收费标准？80、Wheretoaccesstheinter-net?What’sthestandardcharge?81、酒店客房内提供免费宽带上网效劳。81、FreebroadbandInternetaccessinHotelrooms.82、酒店的网址？集团总部的网址？82、What’sthewebsiteofthehotelandourHeadquarter?83、免费订房是多少？83、What’stheTollfreeNumber?84、中国地区为0579--XXXXXXXX84、ThenumberofChinais:0579-XXXXXXXX 85、如何咨询各酒店、景区的号码？85、Howtoconsultthehotel,theareaofthephonenumber?86、可向酒店总机总台询问 86、Askthehoteloperatorstation87、如何查询其他国家和地区的号码？87、Howtocheckthetelephonenumberofothercountriesandregions?88、可向酒店前台、商务中心、总机查询88、Wereferyoutothehotelfrontdesk,businesscenter,switchboard89、酒店是否提供自动洗衣效劳？89、Doeshoteloffertheautomaticlaundryservice?90、酒店暂时不提供此项效劳90、Thehoteldoesn’tofferthisserviceforthemoment.91、如何获得气象信息？91、Howtogettheweatherinformation?92、可向前台或总机查询气象92、Tothereceptionistoroperatorcheckweather93、酒店内有医生和药房吗？93、Isthereamedicalserviceinthehotel?94、酒店暂时不提供此项效劳94、Thehoteldoesn’tofferthisserviceforthemoment.95、自助餐时可否带走食物？95、Isitpermittedtotakeawayfoodwhilebuffet?96、一般来说不允许96、It’snotpermittedgenerally.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效劳工程；3、快速准确地提供有关问讯效劳；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、asareceptionist,whatdoyouthinkshouldhave?Answer:1,familiarwiththefrontdeskbusiness;2,understandingofhotelfacilitiesandequipmentandservices;3,providethefastinformationserviceaccurately;4,theuseofpsychologicalknowledge,fortheidentityofdifferentguestschoosedifferentwaysofcommunication.98、良好的效劳意识主要 表 关于同志近三年现实表现材料材料类招标技术评分表图表与交易pdf视力表打印pdf用图表说话 pdf 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；3、自觉地加强自身的业务素质和思想修养。98、agoodsenseofservicemainlyinwhatareas?Answer:1,lovetotravel,lovetheworkoftourism;2,havethesenseofresponsibilityandhonor,careandconsiderateofeveryguest;3,consciouslystrengthentheirownbusinessqualityandideologicaltraining.99、总台效劳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、带着客人参观设施，进行现场推销，吸引宾客；6、适时向宾客推荐饭店的其它效劳工程。99、whatarethespecificmarketingmethods?Answer:1,accordingtodifferentobjects,differentgueststimelymarketing;2,theuseofadvantages,featurestosell;3,theuseofthecontentsofthepackagetohelppromotethesale;4,taketheinitiativetoask,timelyadvicetotheguests;5,toleadthegueststovisitthefacilities,toconducton-sitesales,toattractguests;6,intimetorecommendthehoteltotheguestsoftheotherservices.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、inaccordancewiththeprovisionsofthePublicSecurityBureauofhotelaccommodationregistration,guestsintheregistrationrequiredtofillinwhatcontent?Answer:1,name,sex,age,numberofeffectivecertificate,workunits,homeaddress,where,wheretogo,arrivalanddeparturedate,andlive,Isigned.2,foreignguestsalsoneedtofillinthepassportnumber,visanumber,typeandeffectivedate,dateofentry,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,theguesttoocumbersome,donotwanttofillintheregistrationcardwhenyoudo?Answer:1,toexplaintherelevantprovisionsoftheregistration.2,tohelpguestsfillin,andpleasetheirsignature.3,theguestinformationfile,inthefuturetohelpguestsfillintheregistrationform.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,aspiritofincoherent,obviouslynotnormalvisitorstothestationandaskedfor,howshouldyoudo?Answer:1,declinedtheoccupancy.2,pleasesecuritypersonnelwillbeawayfromthepublicplaces.3,contactthepolicestationtohelpdealwith.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、快捷的问讯效劳。7,youhaveaduty,dressedinoutlandishcostume,specialmannersofmentohelp,howdoyoureceive?Answer:1,respectfortheguestsofpersonalhobbiesandcustoms.2,donotcrowd,ridicule,discussion,imitationornickname.3,adetailedunderstandingoftheguestinformationrange,andprovidingaccurateandfastinformationservice.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。3、加床前应检查床是否牢固好用，防止发生意外事故。4、配备床上用品及增加一套用品。8,requesttheextrabeddo?Answer:1,apromptreplyandinformtheguest,extracharges.2,notifytheroomservicecenterwillbeaddedtotheroom.Checkwhetherthefirmisgood,with3bedsbeforebed,toavoidaccidents.4,withbeddingandaddasetofsupplies.客人要求在房间摆放鲜花、水果时怎么办？9,theguestsaskedtoputflowersintheroom,fruit,howtodo?答：1、了解客人所需鲜花、水果的种类、色彩、数量和摆放形式，并记下房号和姓名。2、按要求进行摆设，要注意技巧，防止客人禁忌的花，水果要消毒。3、尽量了解客人摆放鲜花水果的原因，进一步做好细致的效劳，如是客人生日，那么向客人表示祝贺等。Answer:1,whatthecustomerrequiredflowers,fruittype,color,quantityandplacementform,andthenoteoftheroomnumberandname.2,accordingtotherequirementsoftheequipment,topayattentiontoskills,toavoidthegueststabooflowers,fruittodisinfect.3,asfaraspossibletounderstandthereasonsfortheguestsplacedflowersandfruits,andfurtherdoagoodjobofdetailedservice,suchasthebirthdayoftheguests,theguestssaidcongratulations,etc..10、当入住登记时知道当天是客人生日，你应怎么办？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,whenthecheck-inguestsknowthedayisyourbirthday,howshouldIdo?Answer:1,shouldinformthepublicrelationsdepartment,toprovideguestsforabirthdaycakeandflowers.2,theguestintheroomwhenthecake,flowersandgeneralmanagerofnamecardtoroom,congratulation.3,sendacaketokeepupwiththeknife,fork,adiscand,incaseofotherguestscametocongratulatetothewarmreception,promptlyreplaceandsupplementoftea,tea,letaguestspendhappybirthday.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,aguestatnoonto11:00AMtocheckin,buttheroomhasnotyetdoagoodjobinhealth,youshouldbehowtodealwith?答：1、向客人抱歉，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，我们马上通知效劳员尽快清扫房间。3、对客人的合作表示感谢。Answer:1,toapologizetotheguests,thecheck-outtimeis12:00AM,somanyroomshavenothadtimetosortout.2,itisrecommendedtodotheguestsfirstregistration,andthenaskthemtodineorrest,weimmediatelynotifythestaffassoonaspossibletocleantheroom.3,thankyouforthecooperationoftheguests.如果客人上房后，打来说他不喜欢这间房，要求转房，你应如何处理？12,iftheguestroom,callshedoesn'tlovethisroom,youshouldturntherealrequirements,howtodealwith?答：1、了解客人不喜欢的原因以及他喜欢什么样的房间。2、条件允许，那么按客人要求帮其转房并更改资料。3、不能满足客人要求，那么向其抱歉、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,tounderstandthereasonswhytheguestsdonotlikeandwhatkindofroomhelikes.2,theconditionspermit,accordingtotheguestsaskedtohelpthetransferoftheroomandchangetheinformation.3,cannotmeettherequirementsoftheguests,theapology,andexplainthereasons.4,makeshift,payattentiontotheloveroomtypeforthepassengers,thereisavacantroomimmediatelytohelphim.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,oneoftheguestscometocheck-in,hesaidhisfriendMr.Lihasbookedaroom,andMr.Lilaterarrived,hisownmoveintoMr.Li'sroom,youshouldhowtodealwith?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.ChaQinglihasnoaccount.2,suchasLifirstnoaccount,inaroomundertheconditionoftheguestcanpleaseopenaroom.3,whenMr.Leearrived,anditsconfirmation.某日，一客人打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,aguestcallbooknextSaturdayinastandardroom,butaccordingtotheforecast,thedaystandardroomshavebeenbooked.Atthistime,howdidyouhandleit?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。3、将客人纳入“等候订房名单〞中〔即WAITNGLIST〕。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,tothegueststhatthedayofthestandardroomhasbeenbooked.2,tothegueststosellothertypesofrooms.3,guestswillbeincludedinthe"waitingreservationlist"(WAITNGLIST).4,leavetheguestcommunicationnumber,astandardroomvacated,confirmwiththeguestimmediately.5,suchastheguestsarenotwillingtointroduceotherhotelstotheguests.某公司秘书张小姐打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？15,acompanysecretaryMissZhangcallhelpthecompanyseveralstaffroom,butshedoesn'tknowtheemployee'sname,howdoyoudealwithareservation?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,toMissZhangisnottheguestnamebroughtinconveniencetoguests.2,pleaseMissZhangasfaraspossibletounderstandtheguest'sname,andpromptlynotifyus.3,MissZhangsuggestedfirstwiththecompanyreservation,andinformtheemployeesofthecompany.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、请客人留下或通讯号码，到时好确认。16,aguestcheckout,therequestforthenextyearinthesameperiodoftheroom,youshouldbehowtodealwith?Answer:1,tonotedownthedetailsoftherequirementsoftheguests.2,toremindtheguestsnextyear'spricesarelikelytochange.3.Pleasecontacttheguesttoleavethecontactaddressorthecorrespondencenumber,thengoodconfirmation.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,afullpricecheckintheguestsatthetimethattherentistooexpensive,theroomfacilities,hedidnotlikethekindofrequirementsbythirtypercentoffcharges,youshouldbehowtodealwith?答：1、原那么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、建议客人下次假设对房间不满意，应尽早通知我们换房。3、问客人对房间有何意见，以便我们今后改良。4、向客人介绍酒店其他类型的房间，欢送他下次光临。5、假设是淡季或该客曾住过我店，可视情况给予一定的优惠。Answer:1,shouldinprinciplebedeclinedtherequest,thatistoseektheviewsofvisitorstoarrangeroom.2,ifthenexttimetoadvisetheguestroomnotsatisfied,shallnotifyusassoonaspossibletowards.3,asktheguestopinionontheroom,forourfutureimprovement.4,tothehotelguestsonothertypesofrooms,hewelcomedthenextvisit.5,iftheguestoroff-seasonlivedinourstore,dependingonthecircumstancesgivencertainconcessions.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，你有什么方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,theitemsintheroomsofthehotelaretooktheguest,itisconstantsomething,whenyoufindaguesttooksuchasTVremotecontrolitemsintheroom,andtheguestischeck-out,youhavewhatmethodcanletaguesttoproduceitemsofhotel,thehotelisnotaffectedbythelossof,butnotgosofarastomaketheguestfeelembarrassed?答：1、婉转地请客人提供线索帮助查找。2、请客房效劳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、客人不认同那么耐心向客人解释饭店的规定，请求赔偿。5、假设客人确实喜欢此物品，可设法为其购置。Answer:1,Iasktheguesttohelpfindclues.2,pleasefindaroomattendantcarefullyonceagain.Didnotfindthe3,informtheguestitems,willnotbevisitingfriendsorrelativesaway,orpacktoohastilyandcaughtintheluggage.4,theguestsdonotagreetotheprovisionsofthehotelwillpatientlyexplainguestrequestcompensation.5,iftheguestsreallylovethisitem,cantrytobuyit.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，防止客人误会我们赶他们走。3、客人续住的房租假设有变化，应向客人说明。4、假设当天房满，那么向客人讲明情况，并帮其联系其他酒店。5、对打搅客人表示歉意，并更改有关资料。19,theguestsarrivedatthecheck-outdatebutnotleave,asareceptionyoushouldbehowtodealwith?Answer:1,taketheinitiativetocontactwiththeguests,toknowtheexactdateofdeparture.2,payattentiontolanguageskills,toavoidtheguestsmisunderstandingustodrivethemaway.3.Ifthereisanychangeintherent,theguestshallexplaintotheguest.4,iftheguestroomisfull,toexplainthesituation,andhelptheotherhotelcontact.5,apologizetotheguest,andchangetherelevantinformation.20、客人对账单有异议时怎么办？答：1、检查异议处，发现过失及时更正。2、假设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、加急效劳要说明清楚，让客人明白所支出的费用是合理的。4、确属错漏，立即查核更正。20,theguesthasanyobjectiontothebilldo?Answer:1,checktheobjection,errorcorrectedinatimelymanner.2,iftheactualcostofthebillishigherthanthebudgetoftheguests,adetailedexplanation.3,forrentexpenses,expressservicetoexplain,letthemknowthattheexpensesarereasonable.4,itiswrong,immediatelycheckthecorrect.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、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。3、联系接待部门或客人的助手、随从，请他们安排。21,afamouspersoninyourhotel,someoneclaimingtobeanewspaperreporter,heaskedtoknowtheguest'sroomnumber,andwouldliketointerview,howshouldyoudealwiththis?Answer:1,refusedtoinformtheroomnumber,andexplaintherelevantprovisions.2,askedthereportertoproducetherelevantdocuments,toverifytheidentity.3,contactthereceptiondepartmentortheguest'sassistant,follow,pleasearrangeforthem.22、深夜，客人来说隔壁的客人很吵，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、打或是上房间，劝告嘈杂的客人。3、可以帮肋客人转房。22,lateatnight,theguestscametothephonesaidthatthenextdoorisnoisy,cannotsleep,howshouldhandle?Answer:1,apologizetotheguests.Asktheroomnumber(includingthenoisy).2,callorontheroom,advisethenoisyguests.3,canhelptheribguestroom.23、一位女客人来报，她晚上经常受到一些不明身份的骚扰，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，所有通过总机转接。3、通知保安部采取平安措施。23,afemaleguesttothenewspaper,sheoftenbysomeunidentifiedtelephoneharassmentatnight,howdoyoudealwith?Answer:1,tounderstandthedetails.2,toadvisetheguestroomorconfidentialguestroomnumber,allbytelephoneswitchboard.3,notifythesecuritydepartmenttotakesafetymeasures.24、某星期日，你接到楼层效劳员报，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,aSunday,youreceivedafloorattendantnewspaper,adozengroupofguestsonthefloorzoukuoprayer.Asanassistantmanager,howshouldyoudo?Answer:1,immediatelytothescenetodiscourageguests.2,advisetheguesttothecitychurch.3,ifnochurch,toprovideguestswiththemeetingroom.楼层效劳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,thefloorattendanttocleantheroomandfoundtheguestisill,immediatelynotifyyouareonduty,whatshouldyoudo?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，行动不便那么叫医生到现场诊断。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,theguestsexpressedconcern,simplyaskaboutthecondition.2,theguestactionisconvenient,guidehimtogotothemedicalroom,theactioninconvenienceiscalledthedoctortothespotdiagnosis.3,transportgueststoavoidpublicplaces.4,infectiousdiseasetodoagoodjobinisolationanddisinfectionwork.5,condolencestothepatient.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？Aguestatyourhotel,26forachairintheroomfellandtwistedinjured,howshouldyouhandle?答：1、抱歉并抚慰客人，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 混凝土 养护记录下载土方回填监理旁站记录免费下载集备记录下载集备记录下载集备记录下载 ，查事故发生的原因，吸取教训，防止类似的事情再发生。Answer:1,apologizeandcomforttheguests,immediatelycontactthedoctor.2,reporttothesuperior,notifytherelevantdepartmentstocarryoutspecialcare.3,togreetthevisitingroomaccompaniedbythesuperior.4,toapologizetotheguestswhathappened,whennecessary,tocarryoutremedialmeasures.5,notifythemaintenancedepartmentofthehousingequipmentforinspectionandmaintenance.6,todoagoodjoboftheincident,checkthecauseoftheaccident,learnfromthelessonstopreventsimilarincidentsfromhappeningagain.27、客人反映在客房失窃时怎么办？答：1、详细了解客人丧失物品细节。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,guestsreflectedintheroomwhenthetheftofhowtodo?Answer:1,detailedunderstandingofthedetailsofthelossoftheguests.2,tohelpthegueststofind.3,reallycannotfindthewordstoreporttothehigherauthoritiesinatimelymanner.4,ifitisamajortheft(value)ofthelarger,shouldimmediatelytoprotectthescene,immediatelyreporttothesecuritydepartment,necessarytotheguestgoout,visittheroom,providerelevantdepartmentstoassistintheinvestigationprocess.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,whentheguestsdonothaveanighttofindhowtodo?Answer:1,checkwhethertheroomhasabnormal.2,tounderstandwhethertheguestsintheotherroom.3,contactthereceptionunit,tounderstandwhethertherearearrangementsforgoingout.4,iftheydonotknowwheretoorcannotbeaskedtoreporttothesuperiorimmediately,andpaycloseattentiontotheroom.5,suchastheroomwithoutanyitemstoconsiderwhethertheguesttoescapeaccount.29、当接到客人在房间休息要求任何人不要打搅并不接时怎么办？答：1、确认房号、姓名和时间段。2、通知总机做DND〔免打搅〕和房务中心做人工DND。3、做好记录工作。4、过时同客人联系取消DND。29,whenreceivingguestsintheroomtorestandaskanypersondo