河北省旅游饭店服务技能大赛前厅服务问答题（第25套）.docVIP

河北省旅游饭店服务技能大赛前厅服务问答题 第二十五套 一、专用术语（英语朗读、汉语解释） 1、预付定金（advanced deposit） 指客人在预订时所交纳的定金，它对饭店和客人双方都有益。通常，客人采用现金、信用卡或与饭店签订商务合同的方法预付定金。 白天租用价（day use rate） 饭店收取白天租用价，大部分饭店按半天房费收取，也有些饭店按小时收取。通常，在下列情况下，饭店可按白天租用价向客人收取房费： 客人凌晨抵店入住。 客人离店结账超过了饭店规定的结账时间。 客人入住与离店发生在同一天。 二、中文疑难问题解答 客人入住后，对安排的房间不满意，要求调换房间，你将如何处理？ 了解客人调换房的原因 根据实际情况，尽量满足客人要求 如果无法调换要向客人耐心解释，并表示一旦有合适房间将及时调换 如果是因为房间设备问题而换房，应向客人道歉，换房后及时通知维修 ２、当你正在为一位客人服务时，另一位客人走到你的面前，你将如何处理？ 首先向客人点头致意，并告诉客人让他稍等 可通知其他服务员为客人服务，如无其他服务员，应在保证热情、礼貌、周到的前提下尽快结束为第一位客人的服务 为第二位客人服务时，应首先表示歉意，让他久等了 不能对后来客人视而不见，毫无表示，冷落客人 三、英文疑难问题解答 If the guest in room 1101 complains about the noisy of the guest in 1103 ,and he can’t sleep , what would you like to do ? Say sorry to the guest in room 1101 and tell him you would deal with thing at once Phone the guest in room 1103 ,ask him to be in low voice Thank him for his cooperation 四、阅读英语短文并回答问题 Holiday Inn Kunming Holiday Inn Kunming Executive Club floor has 68 rooms, all designed with the business travelers in mind. The Executive Club floor offers separate check-in and complimentary daily continental breakfast, cocktails in the evening. The Executive Club Lounge offers guests a peaceful environment to meet or quietly catch up with the latest world news via satellite TV or international newspapers and magazines while enjoying a cup of freshly brewed coffee or tea. In addition, the hotel offers a Health Club, gymnasium, indoor heated swimming pool, Jacuzzi, sauna, steam room, health bar, 16 lanes Bowling Center and Games Arcade for emphasizing customers enjoyment. There are 6 restaurants and bars in the hotel, which provide a large selection of worldwide cuisines for the guests pleasure. 2