年度饭店管理概论期末考试试卷B卷.docVIP

广东省农工商职业技术学校 2013----2014学年第一学期《饭店管理概论》期末考试题(B卷) 题号 一 二 三 分 合计 分值 分 分 分 分 分 100分 得分 “当当当，当当当”，服务员小刘小心地敲着1603房的门。????小刘刚想敲第三次的“当当当”，手指关节刚落到门上，门却突然打开了。一张充满怒气的脸出现在眼前。“没看到请勿打扰的灯亮着吗？敲什么门啦？我刚躺下一会儿就被你吵醒。真是的!”小刘连忙看了一下手表说：“先生，对不起，现在已经是下午2点40分，按规定长时间亮着请勿打扰灯的房间，我们是要敲门的，以防止客人发生意外。如果你不需要整理房间，那我就不整理了。对不起，打扰了。”????“你说什么？怕我出意外？我中午刚刚睡下，休息一会儿就会出意外？你胡说什么呀？!”客人怒气更盛，声音也更大了。????“你的房间上午不是就亮着请勿打扰灯吗？????1603，没错，我的卫生整理报告表上明明做着记号表明上午还亮着请勿打扰灯的呀。”小刘还在申辩着。????“上午我没睡觉，你不来做卫生。下午刚睡下，你就来敲门。真是的!算了，没时间跟你嗦。”说完门“砰”的一声重重地关上。小刘一下子呆住了，眼睛还直愣愣地望着门，似乎那张愤怒的脸还印在门上。????这时恰巧领班走了过来，问怎么回事。小刘说完刚才发生的事，两行热泪极不情愿地流了下来…… 问：1、试分析上述例子中小刘的做法的对错？ 2、如果你作为一个客房服务人员，遇到这种情况应该怎么做？ implementation of corrective tasks for the new problems found in a timely manner into the special rectification and rectification category. In-depth summary of good practices and good experience in educational practice, good around the typical, continue to promote the rectification, to prevent repeated rebound, use of the results of the activities, timely organization look back again. The theoretical results, continuously consolidate and deepen and expand educational practice to achieve the system results, practical results. Three, the main problems and rectification measures focus on rectification goals, determined to honor the commitment rectification measures to build long-term mechanism style construction bureau Party, improve the ideological style The construction and working level, according to the list of issues to sort it out, with overall requirements to carry out the mass line of educational activities, focus on the implementation of the rectification, enhance team ability to discover and solve their own problems, focus on building a political firm, pioneering and innovative, wholeheartedly for the people, strive for unity, harmony, strong collective leadership (a honest and clean.) there lack of global awareness and innovation problem in carrying out the democratic centralism of the party. The party will discuss the mai