酒店服务员面试技巧

1 / 18酒店服务员面试技巧餐厅服务员面试问题来源： 文字大小 小 中 大分享到:一、餐厅服务员1. Say something about the duties of the waiter / waitress说一下餐厅服务员的工作职责是什么.2. Whats your daily job? 你的日常工作是什么?3. Do you think a cordial smile is important when you are serving the guest? Why?你认为当你服务客人的时候亲切的微笑是很重要的吗?为什么?4. How big is your restaurant? How many dining-seats你们的餐厅有多大?有多少张桌子?5. Do you know how to set up table? 知道怎样摆台吗?6. Whats your shift? 你都有什么班次?7. How do you make sure you make guests happy in the restaurant with F & B service?你如何确保你的客人在餐厅高兴的用餐?2 / 188. If the guest angry what should you do?如果顾客生气了你该怎么办?9. Why do you apply for waiter /waitress? Whats the waiter / waitress ?你为什么申请服务员这个职位?什么是餐厅服务员?10. How to take order? 怎样进行点单?11. Whats good service? / Whats the teamwork for you?什么是优质的服务? 什么是团队精神?12. How do you make unique service ?怎样做到独一无二的服务?13. Do you know what is the customer service?你知道什么是客户服务吗?14. What will you do when you finish the job?工作之余做些什么?15. What do you like in your job? And dont like?在你的工作中你喜欢做什么?不喜欢什么?16. What is your character? 你的个性怎样?17. Do you know Chinese cuisine? 你知道中国的菜系吗?18. Can you name some dishes? / soups?3 / 18能说出一些菜的名字吗? 汤的名字?19. What is your special dish today? 今天的特色菜是什么?20. What kind of boss do you expect ? What do you think of your boss?你希望有什么样的上司?对你的老板怎样看?21. How many floors in your hotel? Your restaurant in which floor ? 你们的酒店有几层楼?餐厅在几楼?22. Whats your supervisor name ? 你们的主管叫什么名字?23. How many restaurants in your hotel?酒店里有多少餐厅?24. What is the name of your restaurant ?餐厅的名字?25. Can you describe your hotel ? 能描述一下你们的酒店吗?is you weakness during work? 你在工作中的缺点是什么?27. What are some foods that you know are healthy for your body?你知道什么食物对身体有益吗?4 / 1828. How to handle errors in the work, give example.工作中出现错误怎样处理，举例说明。29. How many staff working in restaurant?餐厅有多少员工?30. If you and your roommates have a conflict will affect the work?如果你与你的室友发生矛盾会影响工作吗?illustrate the procedure of western restaurant banquet.请画出西餐宴会的流程图。s your name?may i know your full name?may i know ur first name?你的姓名，你的全名,你姓什么?me your birthday,whats your date of birth? when were u born?告诉我你的生日，你的出生日期是什么? 你什么时候出生的?are you from? where is your native place,where is your hometown? 你是哪儿人,哪是你的祖籍,你的家乡是哪里?tall r u, how much is your weight?你有多高,多重?5 / 18something about your family, what does your father do? how many people are there in your family? Are you married ? Are you single ?说说你的家庭情况,你父亲是做什么的?你家有几口人? 你结婚了吗？你是单身吗？6Where did you graduate from? When did you graduated from your school? what was your major?你从那个学校毕业的? 你什么时候毕业的，你的专业是什么?s your job? do you have a job now? where do you work?你做什么工作,你有工作吗? 你在哪儿工作?time do you go to work? what is your duty shift? how many hours do you work? 你每天什么时候去上班,每天工作时间是怎样的?你每天工作几小时?do you find the job? do you like it? why?你对工作的看法是什么样的，你喜欢这份工作吗，为什么?do you want to work abroad?你为什么想到国外工作啊? 你对阿联酋的了解有多少?全称是 UNITED ARAB EMIRATES. Abu Dhabi is the 6 / 18capital,but Dubai is the most famous city. It is a very open and beautiful city.kind of job are you doing? What s your duty/responsibility?你目前做什么工作， 每天都干些什么?you met any problem or difficulties with your work? 在工作中遇到过什么困难吗?is your personality? 你是什么样的性格?is you weakness during work? 你在工作中的缺点是什么do you think the service job? 你对于服务性行业的看法是什么is the most important to be in servie line? 你认为从事服务业最重要的要做到什么you know about your salary and treatment if you join us/if you come here? 你知道如果你到我们公司来工作,是什么样的薪水和待遇吗s your hobby? 你的爱好是什么?you like team work? 你喜欢和大家一起工作吗?you get on well with other nationalites? 你能不能与他国籍的员工友好相处?服务员面试技巧：7 / 181. what is your job? what do you do at your work ?Answer: 2. Please explain what is your everyday work ?Answer : .Basic rule of services1. Serve all the food from left side of the guest .2. Serve all the food from right .3. Serve all the beverages from right side4. Serve the ladies first5. clean dishes from right side6. do not scrape plates in front of the guests.7. carry waiters cloth at all times8. carry food , crockery , cutlery , glasses , etc on a tray .9. hold glass at the base, silverware by the handle and plates by the rims10. never present the bill before the guests ask for it.客人没有要帐单时不要主动给他们11. Never keep your hands folded or in your 8 / 18pocket12. never take food or drinks within the sight of guests .*Please ask the waitress to practise how to set up the plate , spoon , fork , knife on the table and how to carry the plate , how to clean the table plate , to practise the following , this is important *1. Handle clean plates by the bottom or edge by one hand . Not with two hands2. Carry clean glasses on a tray . Do not put your fingers inside the glasses .3. Touch only the handle of clean silverware 4. Handle clean glasses by the bottom. Never touch the rim of a glass5. Always handle ice with a scoop . Never with your bare hands .6. clean the plate, one hand with cloth hold the edge of the plate , another hand with cloth to clean7. Carry the many plate at one time . body to be straight and plate to be straight to away 9 / 18from your body , never lean the plates on your body .The words or sentence to be known as a waitressSpoon , fork , knife , napkin , plate , bowel , table cloth , wipe cloth , waiter cloth , glass , cup, pot , toothpick , tray , fish , butter, cheese , bread, basket,Rice , sweet plate , side plate , golden , silver, chair cover,Blue, white , red, Uniform , tomato , cucumber, cabbage , green luttce , sugar , brown sugar , straw, French fried , menu , fresh juices, orange juice , apple juice, mix cocktail juice , tomato juice , pineapple juice , mineral water , soft drink , beef , fish, shrimp, lobster, lamb, seafood , fruit , apple, banner, orange, kiwi, grape ,watermelon , sweet melon , kitchen , restaurant , coffe shop, buffet , banquet hall , partition , floating boat, change room , office ,Hurry up , take order , set up the menu , bring the bill , fill water , clean the table . 10 / 18pick up the spoon from the floor , wait a minute , what do you want to order, sir ?, could I help you , sir ? can I take your order now , sir ? would like something else ? can I recommend some dish for you ?welcome to our restaurant again . Thank you . see you again .酒店考试之前可向人选灌输一些国外酒店员工的价值观，当被问到你有什么需要说的、以及自我介绍或者你认为作为员工，什么是重要的？等问题时，可以向聘方说的：-INTERITY诚信：只要承诺过客人，就一定要为客人做到：ONCE I HAVE PROMISED TO DO SOMETHING FOR FOR THE GUEST， I WILL DO MY BEST TO DO IT FOR HIM- TURST信任：顾客和服务员之间、员工之间相互信任- RESPECT：尊重每个人- ONE TEAM：团队合作精神，WORK AS ONE TEAM, WORK WITH TEAMWORK SPIRIT- SERVICE：I WILL PROVIDE BEST SERVICE，BECAUSE YOUR HOTEL IS ONE OF THE BEST。- WORKING ATTITUDE：工作态度，HARD WORKING， RESPECT EVERYONE，11 / 18- CULTURE DIFFERENCE：文化差异，I WILL CONSIDER THE CULTURE DIFFERENCE WHEN I SERVE GUEST FROM DIFFERENT COUNTRY酒店管理面试题1、请列出目前国内较为知名的经济型连锁酒店名称，并进行简单比较。请说明一般酒店管理公司的组织架构，酒店管理公司如何对下属各单体酒店进行监控。01、一般酒店管理公司组织架构： 董事会总裁-副总裁行政办公室、专家组酒店管理部、猎头部、财务部、培训发展部02、组织专家组暗查，检查财务报表，了解客户反馈。2、 你认为如何才能成为一名合格的酒店管理公司总经理，酒店管理公司的总经理与单体酒店总经理的区别在哪里。01、我认为：高尚的职业道德及工作作风、专业的管理技能、丰富的管理经验、灵活的管理思路以及快速的应变能力为一名合格的酒店管理公司总经理应具备的基本素质。02、我认为：单体酒店总经理以自身酒店效益最大化为主要目标；酒店管理公司总经理除考虑单体酒店效益最大化外，还要考虑自身酒店管理公司的宏伟发展。12 / 183、请从经济型酒店综合管理角度出发，论述经济型酒店在经营管理方面有哪些特点，与传统星级酒店有何不同？01、 经济型酒店围绕着“小而全、小而精”的特色发展思路，充分利用周边环境的特点，进行运作管理。02、经济型酒店价格相对便宜、环境整洁舒适以及安全有保障，与一般的星级酒店不同的是，经济型酒店并没有宽敞的大堂，也没有游泳池、酒吧、娱乐室等一些配套设施。前台、客房、餐厅是组成经济型酒店的三要素。复印、传真、打字等一些商务活动由前台代劳。4、假如您作为一家新创立的经济型连锁酒店管理公司总经理，谈谈您将从哪些方面入手，打造品牌及推广网络，或如何更好地管理好酒店，使企业的经营管理效益最大化？01、制定规范化、标准化、个性化、程序化、科学化的管理模式；02、制定可行性营销方案；03、以集团式发展思路为切入口进入市场；04、通过网络、广播、报纸等媒体进行宣传；05、挖掘企、事业单位客户，巩固客源，保障酒店经营利润。13 / 18大酒店培训试题一。填空题1.这次培训的目的是为了提高服务质量的需要，同时也是为了竞争和发展的需要。2.目前我们酒店与其他星级酒店的差距在于卫生差，热情度不够，找不到星级酒店的气氛等。3.酒店客人是指凡是光临酒店或在酒店消费的人都是酒店客人，可分为消费客人和非消费客人。4.酒店向客人提供的最主要产品是服务。5.酒店产品的特点是综合性，直接性，不可贮藏性，质量不稳定性。6.服务质量是形象之本，竞争之道，财富之源。7.服务质量的六个特性是，功能性，经济性，安全性，快捷性，舒适性，文明性。8.靠感受来评价服务质量，具体表现为五感即舒适感，物有所值感，安全感，方便感，亲切14 / 18感。9.优质服务规范服务超常服务。10.优质服务具体包括的内容有良好的礼节礼貌，优良的服务态度，丰富的服务知识，娴熟的服务技能，快捷的服务效率，齐全的服务项目，灵活的服务方式，科学的服务程序，完善的服务设施，可靠的安全保障，优雅的服务环境，优质的食品供应。11.具有良好的服务态度，具体地讲，服务员为客人服务时要做到工作认真负责，积极主动，热情耐心，细致周到，文明礼貌。12.在服务工作中应杜绝推脱，应付，敷衍，搪塞，冷漠，轻篾，厌烦，傲漫，无所谓。13.在酒店服务工作中，最容易引起客人投诉的两个问题一是服务态度的投诉；二是服务效率的投诉14.客房服务员每人每天整理客房的国际标准是16-18间，国内标准是 10-15间，整理一间客房的标准时间是 25-3015 / 18分钟。15.客人临时添加物品额外服务一般在 10分钟内完成。16.总台接待客人最繁忙时应做到接一，答二，招呼三。17.对顾客尊重应遵循的两个基本观点是一。顾客就是上帝，就是我们的衣食父母，二顾客永远都是对的。18.顾客的个性