应变题翻译 2应变翻译 2.doc

三、应变题 当发现客人不懂使用客房的设备时，怎么办？答：（1）向客人表示歉意，并做详细介绍； （2）说话时要注意态度和语言艺术，使客人不至于觉得难堪和不快； （3）如果客人仍不清楚，则派人去现场示范。set an example. 一位住店客人在房间摔跤而受伤，服务员应如何处理？When?a?customer?fall?down?in?the?room?and get?, what?should?the?housekeeper?do? 答：（1）道歉并安慰客人，马上联系医生；apologize and comfort the customer （2）向上级汇报，通知相关部门进行特殊照顾；To tell the superior and notify the related departments to give an extra help （3）陪同上级到房间探病问候，对所发生的事情向客人表示歉意，必要时采用补救措施；follow the superior to the room forpatient, apologize for the thing happened, Take the remedial measure if its necessary. （4）做好事发经过记录，防止类似的事情再次发生。Take a note of the process and prevent the same thing to happen again 客人住下后，要求调房时，怎么处理？How to deal when the customer asks to change a room? 答：（1）当客人住下后要求调房时，应了解客人要求调房的原因；When the customer ask to change a room after staying, we are supposed to know the reasons clearly. （2）及时与前厅部联系，尽量为客人调整合适的房间。如果房间紧张，一时无法调换时要向客人耐心解释，并表示一旦有空房将马上为其调换；contact the front office timely, try to for the customer, Explain passionately to the guests if the rooms are fully booked. To show the customers, we will change a new one if its available. （3）如果调房原因是房间设备有问题，除为客人调换房间外，还要及时请维修人员来检查维修。If the reason for the serviceman to check immediately except for changing the room. 客人反映在客房失窃时，服务员该如何处理？The guest reflected guest room, what should the housekeeper do? 答：（1）倾听客人反映情况，详细了解客人丢失物品的细节，不做任何结论；Listen to guest’ information and about the details of the guests’ lost items, but dont make any conclusions. （2）协助客人寻找，但在房间时请客人自己查找，以免发生不良后果；assist the guest to find, butproducing adverse consequences （3）确实找不到的话，要及时向上级汇报；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。If weant find the things, we must report to their superiors promptly. If its a major theft (larger value),you should protect the scene and report the Security Department immediately. 发生火灾时，应如何处理？When?the?f?happens, how?to?deal?with?it? 答：（1）及时发现火源，迅速查清楚失火的燃烧物质；to find?the source of the fire and the?burning material quickly （2）及时报警，讲清楚详细地址、时间、燃烧物质、火情、报告人等信息；address,?time,? burning material,??r