河北省旅游饭店服务技能大赛前厅服务问答题（第22套）.docVIP

河北省旅游饭店服务技能大赛前厅服务问答题 第二十二套 一、专用术语（英语朗读、汉语解释） 1、寄存处（cloak room ） 寄存处一般设在与总台不远的地方 用于寄存客人的帽子、大衣、及一些贵重物品。此服务的实质在于方便宾客的同时以提高酒店的声誉。 2、淡季价格(low season rate) 是宾馆防止淡季的不景气，而在经营中对正常房价实行优惠的价格制度。特别是位于海滨、修养地的宾馆常常采用这种制度。都市宾馆在竞争中也采取这种制度。 中文疑难问题解答 1、遇到客人时怎么办？? ? （１）要主动打招呼，主动让路。? ? （２）如果知道客人的姓名，早上见面时应称呼“××先生（小姐）早晨好！（早上好）。”? ? （３）对不熟悉的客人亦要脸带笑容，有礼貌地说：“先生（小姐）早晨（早上好）！”? ? （４）平时遇到客人时，也要点头示意，或说：“您好。”不能只顾走路，视而不见毫无表示。?If the guest wants to get back his deposited bag in your cloakroom what would you like to do ? Offer the service politely Ask the guest to give you the tag politely Check the tag and take the right bag to the guest Let the guest check the bag If everything is all right give the bag to the guest Say good bye to the guest 四、阅读英语短文并回答问题 Kunming Golden Dragon Hotel The Golden Dragon Hotel was the first 4-star hotel to open in Yunnan. Since it opened for international travelers some ten years ago, this hotel has played host to 25 heads of state, including the premiers of Singapore and Thailand. As a result, it has managed to accumulate a wealth of experience and provides high quality services and accommodation. The Golden Dragon Hotel has a complete set of dining and drinking establishments, across which guests are provided with a choice of local Chinese cuisine with Yunnan flavor, Sichuan cuisine, Cantonese cuisine, Jiangsu flavor, Shangdong cuisine - cold dish dinners are also available. The Golden Dragon Hotel also offers a relaxing bar and café. The hotel satisfies the needs of business travelers by providing an efficient business center, secretarial services, and computer resources. Seven separate meeting rooms are also available for different business meetings and functions. The Golden Dragons Czarina Restaurant serves delicious meat and seafood dishes with a western flair in a distinctly European atmosphere. After a day of traveling and shopping, you can relax and work off fatigue at the hotels professionally managed fitness center, which is equipped with a complet