河北省旅游饭店服务技能大赛前厅服务问答题（第23套）.docVIP

河北省旅游饭店服务技能大赛前厅服务问答题 第二十三套 一、专用术语（英语朗读、汉语解释） 叫醒服务（wake-up call ） 叫醒服务是酒店为客人提供的一项基本服务内容，另外，需要说明的是，叫醒服务(wake-up call)不同与叫早服务(morning call)它是全天候24小时为客人服务，而不只限于早晨的叫醒。 行政楼层(executive floor) 饭店将一层或几层的客房独立出来，用以接待高级商务行政人员，这些楼层称为行政楼层。它设有自己的总台、收银、餐厅及休息室等，为客人提供细致周到的服务。其客房也比一般客房豪华，它能为饭店招徕商务客源，提高营业收入和饭店声誉 二、中文疑难问题解答 当你在前台值班时，有位客人给你打电话希望你能帮他买点药，这时你该怎么办？ 首先婉言向客人说明不能带买药品 向客人推荐饭店的医疗室 如客人不想看病，执意要求带买药品时，应及时通知大堂副理 由大堂副理通知饭店医生到客人房间 由医生决定是否从医务室拿药给客人。 ２、登记住店的客人表情极为痛苦或告诉你他心中的不快，你将如何进行服务？ （１）细心观察和掌握客人的心理状态，作好服务工作。 （２）尽量满足客人的要求，客人有事尽快为他办妥 （３）态度要和蔼，服务要耐心，语言要精练 （４）不要打听客人私事 （５）对客人的不幸或伤心事，要抱有同情态度，不能议论传播 （６）及时向上级反映，必要时要采取防范措施，以防不测 三、英文疑难问题解答 If the guest wants to get back his deposited bag in your cloakroom ,but he lost the tag what should you do ? Offer the service politely Ask the guest about the tag’s number and describe the details of the bag Take the bag and check if it is right Check the guest’s identification Give the bag to the guest and say goodbye to the guest 四、阅读英语短文并回答问题 Kunming Hotel One of the oldest hotels in Yunnan, the Kunming Hotel boasts a great location in the thick of Kunmings commercial district. With many famous department stores nearby, the hotel is one of Kunmings most cosmopolitan areas. For instance the area is home to the Camel Bar, Mamafus Restaurant and the fabulous Thai Kitchen. The hotel itself is the most imposing structure in the area and the location is very convenient for the railway station and the airport (only 5 and 7 kilometers respectively). The Thai consulate is also located in a wing of the Kunming Hotel. Besides more than 400 guest rooms ranging from standard doubles to deluxe and Presidential suites, there is also a banquet hall here suitable for all manner of functions, meeting rooms are equipped with advanced facilities, and the restaurants serve various types of cuisine. 2