前厅服务员英语

　 前厅服务员口试题

　前厅业务回答（10题）

　 1、如何理解前厅部的服务地位？

　 答：① 饭店神经中枢，宾客家中之家。

　② 信息集散枢纽，服务协调中心。

　③ 宾客关系纽带，管理机构代表。

　④ 决策机构参谋，经营促销助手。

　 2、前厅部的业务特点？

　 答：① 全天不间断地服务。

　② 接待服务广泛。

　③ 原则性与灵活性。

　④ 展示饭店服务形象。

　 3、前厅服务氛围主要表现在哪些方面？

　 答：① 装饰艺术应突出饭店文化。

　② 前厅服务员要举止文明。

　③ 前厅服务员要始终微笑待客。

　④ 前厅服务员必须要讲求服务效率。

　 4、在公共社交场合中，手势忌讳包括哪些内容？

　 答：① 忌在客人面前拉扯推搡，在他人前后指指点点、嘀嘀咕咕。

　② 忌在讲到自己时，用手指点自己的鼻尖，在讲到别人时，用手指点别人。

　③ 忌用手指掏鼻孔、剔牙齿、挖耳朵、抓头皮。

　④ 忌旁若无人地打哈欠、打喷嚏。

　⑤ 忌用手掸、用嘴吹落在肩部、衣领周围的头屑。

　 5、在国际饭店计价方式中，美式计价与欧陆式计价有何不同？

　 答：美式计价的特点是房租金中包括一日三餐的费用，多为度假村饭店或团体（会议）客人选用。

　欧陆式计价的特点是房费中包括欧陆式早餐，欧陆式早餐比较简单，一般提供冷冻果汁、烤面包、咖啡或茶。

　 6、无房间出租时，应该怎么办？

　 答：在销售旺季，这种情况会经常发生。接待员除对贵宾、常客予以特殊关照、积极安置外，对其他未办预订、甚至初次到店欲求解决住宿问题的客人也同样以“急客人所急”的心态，妥善地予以处理。如，可否建议客人暂时租用给予最大折扣的套间或房间加床，然后再换房等；或积极联系附近相同档次的饭店。简而言之，解决好诸如此类的难题，对提高饭店声誉、培育“忠诚顾客”都是非常有益的。

　 7、如遇到有不良记录的客人光顾饭店时，接待员应该怎么做？

　 答：接待员在遇到有不良记录的客人光顾饭店时，凭以往的经验或客史档案，要认真、机制、灵活地予以处理。例如，对于信用程度低的客人，通过确立信用关系、仔细核验、压印信用卡、收取预付现金等服务方式，首先要确保饭店利益不受损害，即使汇报；对于曾有劣迹、可能会造成新危害的客人，则应以“房间已全部预订”等委婉说法，巧妙地拒绝其入住。

　 8、如何处理预订失约事故？

　 答：对于为办保证类预订的客人，如果是由于航班延误、交通、身体患病等客观因素或无力抗拒的原因而延迟入住时，接待员应根据排房、预留房、待租房具体情况，热情地接待这类客人，并对入住饭店表示感谢，而不能以“预订已被取消”、“现在无房”等言语简单、生硬地回绝。

　由于饭店自身原因未能满足已办理预订客人的要求时，接待员应首先向客人表示歉意，下男排在大堂休息或咖啡厅休息，采取积极联系等措施，或由大堂副理亲自进行处理。

　9、如何处理客人遗留物品？

　答：① 前厅服务员在公共区域、总台、门口等处发现客人遗留物品后，应及时将其上交饭店的有关部门，并填表登记，详细记录遗留物品名称、数量、型号、规格及发现地点、捡拾人姓名等。

　② 对于暂时无人认领的遗留物品，可由指定部门保管。贵重物品应存入保险箱或专用库房中，并由专人保管，定期予以清点。

　③ 长期无人认领的一般物品在保管3个月以后，贵重物品在保管6个月以后，应按规定统一处理。

　 10、如何做好前厅的防火措施？

　 答：① 前厅配置足够的烟灰缸。② 勤观察，及时制止。③ 行李寄存安全。④ 基存行李处严禁吸烟。⑤ 行李房内，不准违规使用电器。⑥ 不得私自加装、动用电器设备。⑦ 加强日常巡视检查。

　二、前厅英语问讯 （8题）

　1. While checking the vacated room , you find out the guest has taken away the crystalline ashtray, how will you deal with it?

　 a. Quickly find out the occupant and ask him to move aside informing him that the ashtray is a necessary article in the room ,and that it is not a souvenir . Ask him if he has taken it as a gift by mistake.

　 b. Thank the guest if he returns the ashtray saying “Thank you for your time”.

　 c. If the guest wants to keep it as a souvenir, then add it to his total bill.

　 d. If the guest refuses to cooperate , report it to the superior authority.

　 e. When handling this matter ,try to do it without the presence of others, and pay attention to our attitude and manner of speech.

　2. A visiting guest intends to stay overnight, if you know the matter, how will you do?

　 a. To explain the hotel regulations to guest, if the visiting guest want to stay he (she) has to register at the front desk, too.

　 b. If the guest refuses to check in, ask the guest to leave the hotel before the time limit based on the hotel policy.

　3. What will you do if you find one guest is ill?

　 a. Show our sympathy and concern to the sick and willingfully try to help.

　 b. If the sick is not seriously ill, ask him to have a good rest; if he is seriously ill, ask for his idea about seeing a doctor or not , informing the boss.

　 c. The manager can console the guest on behalf of the hotel management.

　 d. If the sick will be transferred to receive a treatment , we should try to arrange a vehicle and if necessary, someone will be accompanying the sick to go to the hospital.

　 e. If the sick has got an infectious disease, we should disinfect his room.

　4. When you see a drunken guest returning to the room , how will you do?

　 a. Send the tea to the drunken guest on our own initiative, or ask for his comments before bringing him some soberizing drinks.

　 b. If the guest vomits, we should clean the room immediately.

　 c. If the guest is resting quietly, we should often pay attention to him in case there is an emergency.

　 d. If the guest is seriously drunk , we should report to the boss.

　 e. Send for a doctor for the guest or act accordingly.

　5. A guest set off firecrackers and burnt away the carpet in the room, what will you do?

　 a. I should immediately check that if there are still any hidden dangers inside the room, if there is one, take actions at once. Note down the relevant items such as the room number, The guest’s name, the degrees of damage of the carpet, etc.

　 b. To explain to the person concerned about the hotel regulations and ask him to compensate for the loss( if necessary, to increase the level of the punishment).

　 c. To report the issue to the persons relevant and ask the maintenance men to maintain the room in order to restore its OK. state.

　6. What will you do if guests exchange blows?

　 a. If it is a real case, immediately report to the security personnel informing them about the details.

　 b. Before the security personnel arrive at the spot, the waiter should try to maintain a good order and avoid worsening the situation lest it should disturb other guests.

　 c. After the security personnel arrive at the spot, we should help them mediate between two sides.

　 If somebody is injured, we should send for a hotel doctor. If the situation is ort of control, report to the police.

　7. You are on duty, but a guest tries to pester you and chat with you ,what will you do?

　 a. If someone is present at the time, ask for his help by a hint saying that you have something to be done at the moment and you have to leave for the time being.

　 b. If I am alone, try to refuse his offer artfully, but I should not abuse the guest .

　 c. If I try in vain to dissuade him from doing that, I should telephone to the headwaiter ro somebody else asking for an assistance.

　8. What will you do if a guest takes away the bath towel?

　 a. Find out the guest quickly, informing him tactfully that the bath towel is not a souvenir, and whether he has taken it by mistake.

　 b. If the towel is really taken away by the guest , we should not deal with the trouble with the presence of other guests lest the guest should be embarrassed.

　 c. After the guest returns the towel, we should say: “Thank you for your time, good-bye!”

　三、英语投诉及处理(8题)

　1. If a guest says that part of his laundry is missing, what will you do?

　 a. To check the counterfoil of the laundry bill, make sure the e4xact number of the missing laundry and the name of the missing piece(s).

　 b. Ask the guest about the texture and the color of the missing articles, and so on.

　 c. Ask the other guests living on the same floor to check if there is a misdelivery. If not, contact with the laundry to find out the causes.

　 d. Tell the guest that we are looking for it very hard, and apologize to the guest for the matter.

　 e. If not successful, report the matter to the leader.

　2. What will you do if a guest says his articles are missing in the room?

　 a. If the guest has lost something which is not very expensive; we will make out where it was placed before and when he last used it.

　 b. Ask the guest to recall if he placed it somewhere else or carelessly dropped it underneath the sofa, or the bed, and the like.

　 c. If still unavailable, report it to the superior authority.

　 d. If it is a heavy loss, keep the scene intact ,immediately report to the security department.

　 e. If necessary, inform the related department about the guest’s activities and those of the visitors. We thus help them investigate and solve the problem.

　3. If a guest says there is something wrong with the air-conditioning system, how to do?

　 a. I will go to the guest’s room to have a check right away, and make sure whether there is something wrong with the system or the guest fails to operate the equipment.

　 b. If the system is in good order, I should explain the usage methods to the guest carefully. Make an apology (because a detailed introduction was not given to the guest at the very beginning).

　 c. If the system is really wrong, inform the engineering department at once. Make an apology to the guest . If the system can not be put right quickly, then inform the reception to change the room for the guest or to give a discount on the room price.

　4. How will you do if a guest says that his neighbour is making much noise?

　 a. Make out the room numbers (the complaintant’s and the noise-maker’s), and tell the informer that an immediate action will be taken ,then telephone to the noise-maker to inquire about the situation.

　 b. Try to persuade to the noise-maker to stop the wrong doing asking for his assistance to keep a peaceful situation, showing our politeness at the same time.

　 c. If the noise-maker doesn’t follow our advice, we may ask the security people to arrive at the scene and correct it , we may also change the room for the complaintant.

　5. How will you do if a guest says his laundry is damaged?

　 a. Apologize to the guest.

　 b. Ask for his comment on the issue.

　 c. Compensate the guest according to the hotel’s regulations.

　 d. Report the views to the boss.

　 e. Don’t blame the department of the laundry, to safeguard an entire reputation for the hotel.

　6. A guest asks for a discount of room rent saying he is not happy with our service, what will you do ?

　 a. Make out the detailed reasons why the guest is not satisfied. The guest’s status, the room occupancy rate, and the fact whether he can bring us more guests will be taken into consideration as a whole. If a discount is possible, what is the ratio? I should not overstep my authority.

　 b. If a discount is permitted, a small amount of discount is offered to the guest through a bargain.

　 c. If we fail to provide the guest with good services, we should report to the boss and offer him a satisfying discount.

　7. A guest puts forward a question which you don’t understand , what will you do ?

　 a. Ask the guest to wait for a while. Before I reply, I should consult my fellows or leaders, or relevant datum.

　 b. If the question is complicated, and can not be made out immediately, we may ask the guest to go back to his room for a wait. As soon as we get the answer, we will let the guest know. If we try very hard but still cant answer the question , we should give the guest a reply. We should explain the reasons and apologize.

　 c. We should not say “ I don’t know!” , “I don’t understand it!”, or “I think?”, “ Maybe it is ?”while answering the guest’s question.

　8. What will you do if you happen to damage a guest’s goods while cleaning the room?

　 a. If the guest is inside the room, apologize to the guest and ask for his comments.

　 b. If the person is not in, report to the headwaiter right away, and display the damaged article in a conspicuous place.

　 c. The headwaiter should report the accident to the manager, and the manager(or sb. appointed) will accompany me to go to the guest’s room for settling the matter.