河北省旅游饭店服务技能大赛前厅服务问答题（第30套）.docVIP

河北省旅游饭店服务技能大赛前厅服务问答题 第三十套 一、专用术语（英语朗读、汉语解释） 1夜审员(night auditor) 夜审员从事夜审工作，即核查上个夜班后所收到的账单，将房租登录在客人账户上，并做好汇总工作和核查工作。 2、小包价（package plan rate） 小包价是饭店为客人提供的一揽子报价，通常包括房租费及餐费、交通费、游览费等，以方便客人作预算。 二、中文疑难问题解答 客人将房间钥匙丢失了，你怎么办？ 客人丢失了钥匙时，服务员应提醒客人钥匙可能丢失的地方。以便查找。 若在店内丢失，请有关部门协助查找。 确认无法找到，由大堂经理出面与客人交涉赔偿。 赔偿后，前厅部经理签发配换钥匙通知。 配换锁原因及钥匙号码须在钥匙记录中记录备案。 酒店中建立客史档案时非常重要的，不仅能够提高服务质量而且能够给酒店带来稳定的客源。请说出客史档案所包括的内容。 客人的姓名、性别、年龄、职业、职务头衔、联系方式等。 入住酒店的时间、房间的种类。 消费程度、消费倾向。 习俗爱好、生活习惯、宗教信仰、禁忌、特殊要求等。 客人住店时对酒店的意见、建议、表扬、投诉和处理结果等。 三、英文疑难问题解答 If a guest wants you to book a ticket for him , how would you like to do ? Make sure when and where the guest would like to go Make sure the guest would like to go by air or by train The guest will pay the ticket money in advance Note down the guest’s name and room number Let the guest fill in the form and sign his name 四、英文疑难问题解答 Asia International Hotel Conveniently located in the business district of Guangzhou, the Asia International Hotel is just 15 minutes away from the airport railway station. There are 422 spacious and well-appointed guest rooms, including 280 superior and deluxe rooms, 40 suites, 96 business floor guest rooms, 5 apartments 1 Presidential suite. The fitness center is well equipped with free weights, tennis courts, a swimming pool, sauna, Jacuzzi and massage service. Concerning the catering part, Le Grill offers fabulous French cuisine. All Seasons, Bai Yue and the Imperial Garden offers regional Chinese food, Cantonese food and seafood respectively. And an relaxing atmosphere is created in the Lobby Lounge. 2