河北省旅游饭店服务技能大赛前厅服务问答题（第29套）.docVIP

河北省旅游饭店服务技能大赛前厅服务问答题 第二十九套 一、专用术语（英语朗读、汉语解释） 1、家庭租用价（family plan rate） 饭店为携带儿童的家庭所提供的优惠价格。各饭店给与的优惠程度和范围是不同的，目的是刺激家庭消费。 2、旅行支票(traveler check) 旅行支票是一种有价证券、订额支票，亦称汇款凭证，通常由银行、旅行社为便利国内外旅游者而发行。 二、中文疑难问题解答 作为前台服务员，掌握客房状况时非常必要的。请你说出客房状况显示，能给我们提供什么样的信息？ 住客房。住客房房号、房价、客源类型、客人的个人状况及特殊需要等。 空房。空房的房号、类型、价格、设备、朝向等信息。 当日走客房及清扫情况。 为当日抵店客人准备的客房。 为次日抵店客人保留的房间。 不能正常使用的房间。 当公安部门或国家安全部门来店查房时，你将如何处理？ 由保安部接待，了解查房原因并请检查人员出示工作证，若查境外人员，需出示外事警官证 由保安经理带查房人员上楼，人员不宜太多 进房前应电话通知客人，后敲门进房，进房后说明情况，介绍人员 检查结束向客人道歉退出房间 如有突发事件应向总经理汇报 客人如需被带走，应问清原因，记下查房人员姓名及联系方式，并请客人先结帐再离店。 三、英文疑难问题解答 If the guest approaches to the counter to ask about the restaurant in your hotel , what would you like to say ? Greet the guest and ask for his favorite Introduce the restaurants clearly Tell the service hours and location of the restaurant Reserve a table for the guest if necessary 四、英文疑难问题解答 Guangzhou Lido Hotel The Lido Hotel is located in the business district of Guangzhou city. It is 28km from the airport, 20km from the railway station and near to the subway. At 30 floors, the Lido has a total of 384 rooms, ranging from standard doubles to suites. All of the rooms are equipped with air-conditioning, color televisions, refrigerators, and DDD telephones. Facilities in the hotel include a beauty salon, a bank, a ticket reservation center, a health clinic, a shopping arcade, meeting rooms, and a business center that provides facsimile, computer and photocopying services IDD telephone access. There are two restaurants in this hotel, the Dunhuang Restaurant that has general Chinese food and seafood and the Western restaurant. There is also a coffee shop and a bar. 2