应变题翻译 2_英语考试_外语学习_教育专区.doc

三、应变题当发现客人不懂使用客房的设备时，怎么办？ If the guest does not know how to use the facilities in the room, what should u do?答：（1）向客人表示歉意，并做详细介绍； Apologize to the guest and introduce how to use it. （2）说话时要注意态度和语言艺术，使客人不至于觉得难堪和不快；Pay attention to the attitude and language arts when you are talking in order to avoid the gues unhappiness and embarrassment. （3）如果客人仍不清楚，则派人去现场示范。If the guest still does not know how to use it, send someone to set an example.一位住店客人在房间摔跤而受伤，服务员应如何处理？Whenacustomerfalldownintheroomand gethurt, whatshouldthehousekeeperdo?答：（1）道歉并安慰客人，马上联系医生；apologize and comfort the customer, and call the doctor at once （2）向上级汇报，通知相关部门进行特殊照顾；To tell the superior and notify the related departments to give an extra help （3）陪同上级到房间探病问候，对所发生的事情向客人表示歉意，必要时采用补救措施；follow the superior to the room for visiting the patient, apologize for the thing happened, Take the remedial measure if its necessary. （4）做好事发经过记录，防止类似的事情再次发生。Take a note of the process and prevent the same thing to happen again客人住下后，要求调房时，怎么处理？How to deal with when the customer asks to change a room?答：（1）当客人住下后要求调房时，应了解客人要求调房的原因；When the customer asks to change a room after staying, we are supposed to know the reasons clearly. （2）及时与前厅部联系，尽量为客人调整合适的房间。如果房间紧张，一时无法调换时要向客人耐心解释，并表示一旦有空房将马上为其调换；contact the front office timely, try to adjust the suitable room for the customer, Explain passionately to the guests if the rooms are fully booked. To show the customers, we will change a new one if its available. （3）如果调房原因是房间设备有问题，除为客人调换房间外，还要及时请维修人员来检查维修。If the reason for changing the room is the equipment, we should ask for the serviceman to check immediately except for changing the room.客人反映在客房失窃时，服务员该如何处理？The guest reflected that their belongings were stolen in the guest room, what should the housekeeper do?答：（1）倾听客人反映情况，详细了解客人丢失物品的细节，不做任何结论；Listen to guests information and about the details of the guests lost items, but dont make any conclusions. （2）协助客人寻找，但在房间时请客人自己查找，以免发生不良后果；assist the guest to find, but let the guest to look for by himself in their room in case producing adverse consequences （3）确实找不到的话，要及时向上级汇报；如果是重大的失窃（价值较大）时，应马上保护现场，立即报告保安部门。If we still cant find the things, we must report to their superiors promptly. If its a major theft (larger value),you should protect the scene and report the Security Department immediately.发生火灾时，应如何处理？Whenthefirehappens, howtodealwithit? 答：（1）及时发现火源，迅速查清楚失火的燃烧物质；Try to findthe source of the fire and theburning material quickly （2）及时报警，讲清楚详细地址、时间、燃烧物质、火情、报告人等信息；call 119 immediately and tell the detailed information of the address,time, burning material,reporterand other information （3）如果火源燃烧面积较小，可根据火情用水桶、灭火器材、消防栓等进行扑救；iftheburningarea is not wide, we can use the buckets,the firefighting equipment or hydrant to put out the fireaccording to （4）火灾发生时，应迅速打开紧急出口和安全梯，有组织地疏导宾客。When the fire occurs,we should open the emergency exitand fire escapes immediatelyandorganizedthe guests to leave orderly.在楼面发现可疑人，怎么处理?答：（1）主动上前查问；to ask what happened voluntarily （2）如发现对方神态有异样时及时通知保安部，派人处理并向经理汇报；informsecurity departmentif there are something unusual,send someone to deal withand report to the manager （3）做好发现可疑人的情况记录。Do the records for the unusual people清扫房间时，如果发现房内有大量现金，怎么处理？If u find a large amount of money when you are cleaning the guest room, how to deal with? 答：（1）及时通知领班；Call the captain immediately （2）由大堂副理在保安人员及领班的陪同下，将房门反锁；The A.M. should lock the door with the company of the Security staff and the captain. （3）客人回来后，由大堂副理开启房门，并请客人清点现金；When the guest is coming back, the A.M. should open the door and let the guest to account the money （4）提醒客人使用保险箱。Remind the guest to use the safe deposit box服务员清扫客房时，客人在房间，应如何处理？ The guest was in the room while the room attendant was cleaning the room, how to deal with it? 答：（1）清扫过程中动作要轻，速度要快，不能与客人长谈；Be light and quick to clean, no long talking with guest. （2）如果客人有问话，应注视客人并回答；If the guest asks for sth, the room attendant should look at the guests eyes to answer. （3）如果客人不同意清扫客房，则应将房号和客人要求清扫的时间写在工作表上，以免遗忘。If the guest disagrees to clean the room, the room attendant should write down the room number and guests cleaning requests on the worksheet in case of forgetting.清扫客房时，房门上挂有“请勿打扰”牌，应如何处理？When there is a “Do Not Disturb” sign at the door when the room attendant is going to clean the room, how to deal with it?答：（1）不予打扰；Do Not Disturb （2）及时在工作表上记录；Record it on the worksheet promptly （3）等客人取下该牌，再进房清扫；Do cleaning after the guest puts the sign down （4）如果到下午2点房间还是“请勿打扰”状态，应打电话询问。If there is still a “DND” sign at the door at 2 P.M., We should give a call 当你在岗位上工作时，如有客人缠着你聊天，你应如何处理？Ifthereareanyguestshauntingyouchat whenyouworkonthejob, what should you do?答：（1）询问客人是否有事需要帮助；Asktheguestifhe needshelp（2）礼貌地向客人解释，工作时间不便长谈； Explaintotheguestpolitely that its inconvenient to talk during the working hour. （3）如果客人不罢休，可借故暂避。Iftheguestdoesnotgiveup,we canavoid by an excuse. 晚间有来访者时，应如何处理？ How to deal with the night visitors?答：（1）服务员应向来访者讲清饭店会客时间的规定；the waiter should tell the regulations of the hotels reception time to the visitors （2）访客超过会客时间仍未离店，服务员应礼貌地提醒客人尽快离店；If the visitors do not leave the hotel beyond the visiting time, the waiter should remind them to leave politely （3）需留宿的客人，请其到总台办理住店手续。 If the visitors want to stay overnight, we should ask him to check in at the front office.如何做好托婴服务？How to do well in the baby-sitting service? 答：（1）根据婴儿家长意见照看小孩，确保婴儿安全；according to the parents wishing to take care of the babies , assure the babies security （2）在饭店所规定的区域内照看小孩，不擅离职守；take care of the babies in the hotel areas , dont be absent without official permission（3）如婴儿突发疾病应及时联系家长和请示主管人员，以得到妥善处理。Inform the parents and supervisors promptly if there is some sudden illness of the babies in order to be solved reasonably.客人投诉叫醒电话未叫醒，应如何处理？How to handle if the guest complaints the wake-up call not to wake? 答：(1)向客人道歉； apologize to the guest(2)调查原因，查明是机器故障还是人为的因素，并立即采取措施加以处理，以免再次投诉扩大事态；survey the reasons: whether its the mechanicalfailure or humanfactors , take measures to deal with the matter immediately in case it turns worse.(3)若由于叫醒电话确实未叫醒而给客人带来的损失，应根据情况给予适当赔偿。 If there are some losses because the wake- up call does no wake, we should giveappropriate compensation to the customeraccording to the situation.服务员发现宾客在饭店内意外受伤，应如何处理？When the room attendant found guests accidental injuries in the hotel, how to deal with it?答：（1）立即报告上级，同时帮助客人，征求客人意见是否去医院； report to the superiorimmediately and help the guests, ask the guest whether he will go to the hospital.（2）如果客人伤势较重，应由保安人员配合大堂经理、医务人员与客人家属或朋友一同护送前往医院；if the guests injury is heavy, he should be escorted to the hospital by security guards ,the lobby manager, medical staff ,family member of the guest and friends （3）记录客人情况及处理措施。Record the guest and treatment measures.客房部服务员发现宾人患突发性疾病，应如何处理？If the housekeeping department staff found the guests sudden disease, how should he handle?答：（1）要沉着冷静，立即报告上级；be calm down and report to the superior immediately（2）客房部管理人员应立即与驻店专业医护人员或受过专业训练的员工赶到现场，实施急救处理；the housekeeping department management personnel and resident professional medical personnel or professional trained staff should rush to the scene to do the first aidtreatment （3）如果病情不严重，经急救处理后，送客人去医院，做仔细检查及治疗；if the disease is not serious, we should take the guest to the hospital to do check and treatment after emergency treatment （4）如果客人患上重症或急症，应立刻通知大堂经理和值班经理，把病人送到医院，绝不可延误时间；if the guests suffer from severe or emergency, we shall immediately notify the lobby manager and the manager on duty to take the patient to the hospital. We must not delay time（5）事后写出报告（列明病由、病状及处理方法和结果）。Write a report later (specified by symptoms and treatment method and results).遇到客人投诉，应如何处理？How to the deal with the guest complaint?答：（1）认真倾听，适当记录；listen carefully and make appropriate records（2）表示同情和歉意并真诚致谢；express sympathy and apologize for any inconvenience caused and sincerely thanks（3）立即行动，及时处理； action immediately and handle timely.（4）认真落实，监督检查；earnestly implement the supervision and inspection（5）记录存档。Record and save the case.服务员在清洁或服务过程中发现有违禁品，应如何处理？If the waiter finds the contraband goods in cleaning or making services, how to deal with it?答：（1）详细记录并及时上报，必要时请保安部出面处理；record detailed and report immediately. Ask the security department to handle the matter if necessary（2）不得私自翻动客人的违禁物品；Dont turn the guests prohibited items without permission（3）严禁私自处理客人遗留的违禁物品，更不要延时上交、上报。It is strictly prohibited to handle guests legacy banned items; let alone delaying to hand in and report immediately.（4）记录处理情况。Record the process of settling down the situation.发现客人休克或有其他危险情况时，怎么处理？What should you do if you find the guest to shock or other dangerous situation?答：（1）立即通知上级采取相应措施;notify superiors to take corresponding measures immediately（2）不得随意搬动客人，以免发生意外。We shall not arbitrarily move guests in order to avoid accidents.（3）事后写出报告（列明病由、病状及处理方法和结果）。Write a report later (specified by symptoms, treatment method and results).发现客人有传染病时，怎么处理？I f you find the guest have infectious diseases, what should you do?答：（1）关心安慰客人，稳定客人情绪；care for and comfort guest, make the guests mood stable（2）请驻店医生为其诊断；Invite resident doctors to diagnose.（3）确认后将客人转到医院治疗；When it is confirmed, we should send the guest to the hospital to treat.（4）请防疫部门对客人住过的房间进行消毒；Invite the epidemic prevention departments to disinfect the room where the guest has lived.（5）彻底清洁客房，销毁客人用过的棉制品及一次性用品。Clean the room thoroughly and destroy the used cotton products and disposable supplies.20. 客人不在房间而有来访者时，怎么处理? The guest is not in the room but he has visitors, how to deal with it? 答：（1）可请来访者在大厅沙发上坐等或建议他出去走走，待会再来；please visitors sit on the sofa in the lobby or advise him to go out for a walk, and come later （2）千万不能让来访者私自到客人的房间；We should never allow the visitor to the guests room without permission （3）如来访者在大厅等候可主动送上茶水。 If the visitors wait in the lobby, we should take the initiative to send tea 21.当客人对服务工作满意，向你赠送小礼品时怎么办? When the guest is satisfied with the service work and wants to give you a small gift, how to deal with it? 答：(1)感谢客人好意，说明这只是我们应该做的，请客人不必介意；Thank the kindness of the guest and explain that this is just what we should do. Ask the guest not to mind.(2)客人执意要送，在婉拒无效的情况下，先收下礼品，再次感谢客人；If the guest determined to send we can take the gift first in the case of a declined invalid and make thanks to the guest again.(3)及时将礼物上交客房部由部门处理。Hand in the gift to the housekeeping department promptly and wait for them to settle down.22. 如发现客人在地毯上扔烟头损坏地毯时，怎么办? If you discover the guest throw cigarette butts on the carpet which will damage the carpet, how to do? 答：（1）礼貌地提醒客人要爱护公共财产，需要对损坏的物品按规定进行赔偿；We shouldpolitely remind guests to take good care of public property and tell them that they need to make compensation for the damage to the goods in accordance with the provisions（2）索赔时应有礼有节，重要证据，如烟头烟灰和烧痕要保留。客人一般能接受，但语气应委婉，不可伤害客人的自尊心；When you make the claim you should be polite and moderate. Important evidence, such as cigarette ash and burn mark will remain. Generally, the guest can accept, but the tone should be tactful, not harm the guests self-esteem （3）将赔偿费交总服务台，开好收据，并作好记录；Hand in the damages to front desk, write out the receipt and make records（4）及时通知维修部门前来修补地毯。Notify the maintenance department to repair the carpet promptly.23. 当你正在接听工作电话时，有客人前来询问，怎么办? While you are working in answering the call, one person comes to inquiry, how to do? 答：(1)当你正在接听工作电话时，有客人来，应点头示意，与客人打招呼并有请客人稍等之意；While you are working in answering the phone, you should nod and greet the coming guest and show their the meaning of short-time waiting.(2)尽快结束通话，避免让客人久候；Try tothe end the call as soon as possible avoid to let the guest waiting too long.(3)结束通话后，应先向客人道歉，认真回答客人询问。We should apologize to the guest first after the call and answer the guests inquiries seriously. 24. 在房间清洁工作中，遇到客人执意要与你聊天，你该怎么办? When you are cleaning the room, the guest insists on chatting with you. What should you do? 答：（1）应婉转地说明自己要为客人服务，不方便在工作时间聊天；We should explain tactfully that it is not convenient to chat during work time .（2）如果客人坚持，可借口离去做其他服务工作并请客人原谅；If the guest insist, we can make an excuse to leave to do other service work and ask for forgive（3）不能生硬地叫客人别啰嗦或流露出不高兴的神色。We cant stiffly called guests repetitiveness or reveal our unhappy look. 25.客人反映房间空调效果不好时怎么办? If the guest reflects the air conditioning effect is not good, how should u do? 答：（1）首先检查开关是否开启，风口有无送风，如无动静则是风机盘管电机有毛病，应请电工维修；First ,check whether the switch is turning on and whether the tuyere is blowing. If no action is there, there is something wrong with fan coil motor. We should ask the electrician to make maintenance（2）如送风效果不佳，制冷制热温度不当，可能是送风开关调整档次不当，或管道堵塞，应调整开关或报修；If the supply, refrigeration and heating temperature is undeserved, there may be the problem of the improper supply air switch or pipe blockage. We should adjust switch or report to be repaired.（3）如风力小，可能是回风口过滤网堵塞，需清洗或出风口叶片位置不当，需调整；If the wind is small, it may be the inlet filter blockage or inappropriate position of outlet blade .We need to clean the inlet filter or adjust the position. （4）维修过后，空调效果仍然不好时，应该给客人换房。If the air conditioning effect is still badafter maintenance we should change the room for the guest.26. 深夜时客人打电话说隔壁客人很吵，无法入睡，应如何处理？怎么办？ When the guest called and said the next guest is too noisy to fall asleep at late night, how to deal with it?答：（1）向客人表示歉意；apologize to the guest（2）问清客人房号；ask the room number of the guest （3）打电话或直接到房间劝告吵闹客人；call or directly go to the room to advise the guest not to make noise （4）如客人仍吵闹，将情况报告大堂副理。If the guest is still making noise, we will report to the assistant manager27. 客人带宠物（动物）入房间，应如何处理？When the guests bring pets (animals) into the room, how to deal with it? 答：（1）联系客人，先致歉，讲清楚酒店的规定是不允许带宠物住店的，并说明宠物在房内会带来不利的因素；Firstly, contact the guest and apologize .Tell the guest clearly that its not allowed to take the pet to hotel and indicating that the pet will bring unfavorable factors in the room（2）希望客人配合，将宠物带回家或寄存到宠物店；We hope them to cooperate by bringing pet home or registering to pet stores（3）如客人需要，可代为联系宠物店；Wecan contact on behalf of the pet shop if the guest needs（4）宠物被带离客房后，服务员应视情况对房间加以处理，要特别注意是否有害虫等。After the pet is taking out of the room, the room attendant should deal with the room according to the situation, especially pay attention to whether there is a pest and so on28. 夜间发现客人房门未上锁，怎么办？ When you find the guests door unlocked at night, how to deal with it?答：（1）如房内仍有灯光或声响，可轻叩门，请客人自己出来关好门；if there is still a light or sound in the room, we can knock gently and treat themselves out to close the door（2）也可通知客房中心，挂电话通知房客出来关好门；Wecan also inform the housekeeping center to notify t