河北省旅游饭店服务技能大赛前厅服务问答题（第24套）.docVIP

河北省旅游饭店服务技能大赛前厅服务问答题 第二十四套 一、专用术语（英语朗读、汉语解释） 逾时退房(late check-out) 指客人退房结帐时间超过了饭店所规定的退房时间（国际惯例为中午12：00），通常饭店应视具体情况及规定加收一定的费用。 问讯处(information desk) 主要职责是回答客人问讯（包括介绍店内服务及有关信息、市内观光、交通情况、社团活动等），接待来访客人，处理客人邮件、留言以及分发和保管客房钥匙。 二、中文疑难问题解答 1、客人在大堂因我们的设备出现问题致使客人受伤，你将如何处理？ （１）立即快步到客人面前帮助客人 （２）向客人表示深深的歉意，请求客人原谅 （３）叫来宾馆医生为客人诊治，并通知前厅经理，如果伤势严重需外出治疗应迅速安派车辆并通知总经理 （４）马上通知维修部门，对设备进行维修 （５）作好记录，调查原因，吸取教训，防止以后发生。 2、由于计算机记录出现问题，出现重复卖房，你将如何处理？ （１）向客人表示歉意，请求客人原谅 （２）重新安排房间，房间尽量安排在同一楼层，离原来的房间不要太远，房间的格调、大小、方向尽量与原来相同 （３）将钥匙和重新填写欢迎卡给客人并换回原来的钥匙和欢迎卡，并由行李员带客人到新的房间 （４）将客人的行李送到新的房间 （５）更改计算机记录防止出现类似问题 三、英文疑难问题解答 When you are working in the Front Information Desk ,a friend of Mr. Becker wants you to page Mr. Becker for him , show us how you would like to page。 Paging Mr. Becker, Paging Mr. Becker, A friend of you is waiting for you at the Front Information Desk, could you contact the Front Information Desk ,please ? 四、阅读英语短文并回答问题 Sheraton Sanya Resort Located in the pristine Yalong Bay on Hainan Island, the Sheraton Sanya Resort is a breathtaking beachfront resort overlooking white sand and swaying palm trees. Known as the Hawaii of China, Yalong Bay is the ideal destination for travelers seeking a retreat to paradise. Set amidst vast swimmable lagoons and lush tropical gardens on Chinas only tropical island, our unique resort offers a mix of ancient Chinese and Western-style. Enjoy spectacular views of unspoiled beaches, lagunas, abundant gardens, or the nearby magnificent 18-hole Yalong Bay Golf Club, designed by Robert Trent Jones II from each of our 511 spacious guest rooms. Dance the night away in our hot nightclub. Or treat yourself to total relaxation and rejuvenation in our full-service spa. Our 1250-square meter ballroom and additional 17 meeting rooms provide premium services and attention to detail with outdoor and indoor venues for various events. Even though we are surrounded by paradise, the Sanya Airport is conveniently located just 25*minutes away. 2