酒店常见宾客100问

1、酒店对客服务之百问百答Thehotelguestservicecentanswerquestions在横店酒店中，客人的提问是没有一个固定的模式，范围也没有任何限制的，我们将最新收集到的客人常问话题汇总分析，分别汇总整理出酒店前厅对客服务100个问题，餐饮对客服务100个问题，客房服务对客100个问题等，内容囊括了横店各酒店设施设备及景区风土人情等几个方面。IntheHeadingHotel,theguestsquestionisnotafixedpattern,thereisnolimittothescopeof.Wewillgotothelatestcollectionofguestsof

2、tenasktopicsummaryanalysis,respectivelycollectingandsortingoutthehotelfrontofficecustomerservice100questions,100cateringtothecustomerservice,roomservicecustomer100problems,thecontentsincludetheHeadingthehotelfacilitiesandsceniccustoms.1、酒店到各景区的距离有多远？、Howfaristhedistancefromthehoteltothescenicspots?、

3、哪儿有出租车？、Whereisataxi?、酒店外面的街区上有到各景区的出租车服务？、Onthestreetoutsidethehotelhasataxiservicetothescenicspots?、酒店内有寄存行李的服务吗？、Doeshotelofferserviceofleavingoffluggage?、酒店前厅部提供此项服务、HotellobbyoftheDepartmenttoprovidethisservice、酒店内哪个部门提供邮寄服务？、Whichdepartmentinthehoteltoprovidemailservice?、酒店前厅部提供此项服务、Hotellobby

4、oftheDepartmenttoprovidethisservice、酒店内哪个部门提供住客横店一日游？、Whichdepartmentinthehoteloffersaone-daytourofHeading?、酒店营销部提供此项服务、Hotelmarketingdepartmenttoprovidethisservice、哪儿有卖小纪念品的商店？、Whereistheshopforsouvenir?、各景区都有卖小纪念品的商店、Allscenicspotsaresellingsmallsouvenirsshop、ATM机在酒店的哪个区域？、WhereistheATMinthehotel?

5、、ATM机即银行自动取款机，目前酒店还没有此项服务。、ATMmachinethatthebankautomatictellermachines,thecurrenthotelhasnotthisservice.、酒店哪个部门提供兑换零钱服务？、Whichdepartmentofthehotelprovideschangeservice?、酒店前台提供此项服务、TheFrontDeskoffersthisservice.、酒店何部门提供留言服务？、WhichdepartmentoffersMessageservice?、酒店前台提供此项服务、Hotelfrontdesktoprovidethis

6、service、酒店客房结帐时间至中午12时18、Hotelcheck-outtimetonoon12、结帐时是否可使用信用卡？19、youuseacreditcardwhenyoucheckout?20、可以20、sure21、横店影视城共有几家酒店？21、Headingfilmandtelevisioncityatotalofseveralhotels?22、横店影视城共有3家四星、4家三星、26家经济性酒店22、Headingfilmcityatotalof3four-star,4Samsung,26economyhotel23、Check-in和Check-out的时间？23、What

7、sthetimeforCheck-inandCheck-out?24、Check-in的意思是入住登记，Check-out指结帐离店。一般来说，中午12:00以后办理Check-in，下午2:00之前办理Check-our具体情况会根据营业情况作调整，详情请洽各酒店总台。24、Check-in:reportingonesarrival,asatahoteldesk;Check-out:leavingahotelafterpayingthebill.Generally,Check-inisnottransacteduntil12a.m.Check-outistransactedin2p.m.It

8、willbeadjustedaccordingtothebusinesssituation,PleaseconnecttheFrontDeskonext.1.fordetails.25、酒店何部门可提供兑换外币服务？25、Whichdepartmentofferstheserviceofexchangingtheforeigncurrency?26、酒店前台可提供此项服务26、TheFrontDeskinthehoteloffersthisservice.27、可否使用信用卡做CASHPAIDOUT？27、WhetherornotcantheguestsuscreditcardstoCASHP

9、AIDOUT?28、CASHPAIDOUT是指信用卡提现付帐。宾客可通过ATM机提取现金或是使用信用卡在前台做(有限额规定)，使用者在提款时需按提示输入密码。28、TheguestscandrawthecashfromATMinthelobbyorpaidoutattheFrontDeskbyInternationalCreditcard(withlimitedamount).TheusershouldenterPinNumberupontheinstructiongivenbythemachine.29、酒店何部门提供礼品包装服务？29、Whichdepartmentofferstheser

10、viceofpackingthepresents?30、酒店小商品店可提供此项服务。30、Hotelsmallshopcanprovidethisservice31、酒店大堂在哪？31、Whereisthehotellobby?32、酒店大堂一般在你办理入住登记的地方32、Thehotellobbyiswhereyoucheck-in.33、酒店是否有家庭房入住？33Doesthehotelhaveafamilyroomtolivein?34目前酒店还没有家庭房提供34Atpresent,thehotelhasnofamilyroomtoprovide35酒店的洋酒品种有哪些品种？35Theh

11、otelswinevarietieswhichbreed?36Martini(Dry/Resso)马天尼(白/红)；37Campari金巴利38Vodka/伏特加：39Smirnoff/皇冠40RUM/朗姆酒：41哈瓦那俱乐部(HavanaClub)；42Bacardi(百家得)43Gin/金酒：44PremiumScotchWhisky/高级苏格兰威士忌：45酒店是否有行政酒廊？45Doesthehotelhaveexecutivelounge?46酒店的早餐时间？46Breakfastinthehotel?477:00am10:00am477:00am10:00am48酒店供应的早餐是自助

12、餐还是点菜？4849495050515152525353545455565657575858crate?Whetherthebreakfastofferedbythehotelisbuffetorala酒店供应的早餐是自助餐Breakfastisservedatthehotelbuffet酒店供应早餐是中式还是西式的？TheChinesebreakfastorWestern?、酒店供应中式早餐，但含西式类食品。HotelsupplyofChinesestylebreakfast,butwithwesternstylefood.同一家公司都入住酒店行政楼的客人，可否使用免费会议室？Thesame

13、company,theexecutiveflooroftheCheckInnHotelguests,canusefreeconferenceroom?、要依据酒店规定执行Toperformaccordingtothehotelregulations行政酒廊的电话号码是多少？Howmuchistheexecutiveloungestelephonenumber?行政酒廊电话号码：0579-XXXXXXXX客房至客房的电话怎么打？Howtomakethecallbetweentherooms?、先拨X,在直拨房间号码DialXXXfirst,thendialtheroomnumberdirectl

14、y.客房内电话机上的灯为什么会亮？Whythelightofthetelephoneintheguest-roomshallglitter?59、留言显示灯闪烁意为有留言，酒店留言有两种：语音留言和书面留言59、Theglitteringlightmeansthereisamessage.Therearetwokindsofmessages:soundmessageandletter.60、外线怎么打？60、Howtocalloutside?61、市内先拨XXXX，再直拨电话号码61、ForlocalcalldialXXXXfirst,thendialthenumberdirectly.62、

15、国内，国际先拨XXXX，再拨区号及电话号码62、ForIDD/DDDcalldialXXXXfirst,thendialareacodeandtelephoneno.63、怎样听取语音留言？63、Howtogetthesoundmessage?64、可直接在客房内电话留言灯上按下按钮听取留言。64、PressedthebottomofmessagelightonthetelephonefromtheguestRoom.65、如何获得国家代码和地区代码？65、Howtogetthecountrycodeanddistrictcode?66、可向酒店商务中心和总机查询，客房内的黄页亦可供查询。、I

16、tcanbeinquiredfromtheBusinessCenterandOperator.ItcanalsobelookedupintheYellowPagesintheguestrooms.、如何获得网络号码？、Howtogetthenetworknumber?、可向酒店总机查询。6869697070717172727373747475757676777778ItcanbeinquiredfromtheOperator.酒店市内电话国内长途和国际长途的收费标准？Whatsthestandardchargeofthelocalcall,DDDandIDD?免费FreeofchargeXXX

17、X元/分钟Domesticlongdistance:XXXXyuan/minXXXX元/分钟Internationallongdistance:HongKong,MacaoandTaiwanregionsXXXXyuan/minuteXXXX元/分钟。OtherareasXXXXyuan/min.Check-out时计入房帐，免收服务费。Check-outisincludedintheHousebill,freeofservicecharg酒店订房电话号码传真号码是多少？Hotelbookingtelephonenumber,faxnumber?房内如何上网？Howtoaccesstheint

18、er-netintheroom?免费宽带上网系统highspeedbroadbandInternetaccesssystem酒店何部门提供代订火车票和机票服务?787979808081818282838384848585868687878888WhichdepartmentoffersTicketservice?、酒店商务中心提供此项服务BusinessCenteroffersthisservice.酒店哪能上网？收费标准？Wheretoaccesstheinter-net?Whatsthestandardcharge?免费宽带上网服务。FreebroadbandInternetaccessi

19、nHotelrooms.酒店的网址？集团总部的网址？WhatsthewebsiteofthehotelandourHeadquarter?免费订房电话是多少？WhatstheTollfreeNumber?0579-XXXXXXXXThenumberofChinais:0579-XXXXXXXX如何咨询各酒店景区的电话号码？Howtoconsultthehotel,theareaofthephonenumber?、可向酒店总机总台询问Askthehoteloperatorstation如何查询其他国家和地区的电话号码？Howtocheckthetelephonenumberofothercoun

20、triesandregions?、可向酒店前台、商务中心、总机查询Wereferyoutothehotelfrontdesk,businesscenter,switchboard898990909191929293939494959596969797、酒店是否提供自动洗衣服务？、Doeshoteloffertheautomaticlaundryservice?、酒店暂时不提供此项服务、Thehoteldoesntofferthisserviceforthemoment.、如何获得气象信息？、Howtogettheweatherinformation?、可向前台或总机查询气象、Totherece

21、ptionistoroperatorcheckweather、酒店内有医生和药房吗？、Isthereamedicalserviceinthehotel?、酒店暂时不提供此项服务、Thehoteldoesntofferthisserviceforthemoment.、自助餐时可否带走食物？、Isitpermittedtotakeawayfoodwhilebuffet?、一般来说不允许、Itsnotpermittedgenerally.、作为前台接待员，你认为应具备哪些能力？答：1、熟练前台业务；2、了解饭店设施设备和服务项目；3、快速准确地提供有关问讯服务；4、运用心理学知识，针对身份不同的宾客

22、选择不同的沟通方式。、asareceptionist,whatdoyouthinkshouldhave?Answer:familiarwiththefrontdeskbusiness;understandingofhotelfacilitiesandequipmentandservices;providethefastinformationserviceaccurately;theuseofpsychologicalknowledge,fortheidentityofdifferentguestschoosedifferentwaysofcommunication.98、良好的服务意识主要表现

23、在哪些方面？答：1、热爱旅游事业，热爱旅游工作；2、有责任心和荣誉感，关心和体贴每一位宾客；3、自觉地加强自身的业务素质和思想修养。98、a goodsense of service mainly inwhat areas?Answer:lovetotravel,lovetheworkoftourism;havethesenseofresponsibilityandhonor,careandconsiderateofeveryguest;consciouslystrengthentheirownbusinessqualityandideologicaltraining.99、总台服务中有哪些具

24、体的推销方法？答：1、根据不同对象、不同宾客适时推销；2、利用优势、特色进行推销；3、利用包价内容帮助推销；4、主动询问，及时向宾客提出合理建议；5、带领客人参观设施，进行现场推销，吸引宾客；6、适时向宾客推荐饭店的其它服务项目。99、whatarethespecificmarketingmethods?Answer:guests timely marketing;to help promote the sale;to the guests;to conduct on-site sales, toaccordingtodifferentobjects,differenttheuseofadva

25、ntages,featurestosell;theuseofthecontentsofthepackagetaketheinitiativetoask,timelyadvicetoleadthegueststovisitthefacilities,attractguests;intimetorecommendthehoteltotheguestsoftheotherservices.100、按照公安局有关旅馆住宿登记的规定，客人入住登记时需填写哪些内容？答：1、姓名，性别，年龄，有效证件号码，工作单位，家庭住址，何处来，何处去，抵达及离店日期，同住人及关系，本人签名。2、外国客人另外还需填写护

26、照号码、签证号码、种类及有效日期，入境日期等。100、inaccordancewiththeprovisionsofthePublicSecurityBureauofhotelaccommodationregistration,guestsintheregistrationrequiredtofillinwhatcontent?Answer:name,sex,age,numberofeffectivecertificate,workunits,homeaddress,where,wheretogo,arrivalanddeparturedate,andlive,Isigned.foreigng

27、uestsalsoneedtofillinthepassportnumber,visanumbetypeandeffectivedate,dateofentry,etc.前台客人嫌入住手续太繁琐，不愿填写登记卡时你怎么办？答：1、解释入住登记的有关规定。2、帮客人填写，并请其签名。3、将客人资料存档，以后在入住前帮客人填好登记表。theguesttoocumbersome,donotwanttofillintheregistrationcardwhenyoudo?Answer:toexplaintherelevantprovisionsoftheregistration.tohelpguest

28、sfillin,andpleasetheirsignature.theguestinformationfile,inthefuturetohelpguestsfillintheregistrationform.6、一位语无伦次、精神明显不正常的客人来总台要求入住，你应如何处理？答：1、婉言拒绝其入住。2、请保安人员将该客带离公共场所。3、联系派出所帮助处理。aspiritofincoherent,obviouslynotnormalvisitorstothestationandaskedfor,howshouldyoudo?Answer:declinedtheoccupancy.pleases

29、ecuritypersonnelwillbeawayfromthepublicplaces.contactthepolicestationtohelpdealwith.7、在你当班时，有一位身着奇装异服、举止特殊的男士前来问讯，你该如何接待？答：1、尊重客人的个人爱好和风俗习惯。2、不进行围观、嘲笑、议论、模仿或起外号。3、详细了解客人的问讯范围，并提供正确、快捷的问讯服务。youhaveaduty,dressedinoutlandishcostume,specialmannersofmentohelp,howdoyoureceive?Answer:respectfortheguestsofp

30、ersonalhobbiesandcustoms.donotcrowd,ridicule,discussion,imitationornickname.adetailedunderstandingoftheguestinformationrange,andprovidingaccurateandfastinformationservice.8、客人要求加床时怎么办？答：1、迅速答复客人，并告知加床收费标准。2、通知房务中心将床加进房间。3、加床前应检查床是否牢固好用，避免发生意外事故。4、配备床上用品及增加一套用品。requesttheextrabeddo?Answer:apromptrepl

31、yandinformtheguest,extracharges.notifytheroomservicecenterwillbeaddedtotheroom.Checkwhetherthefirmisgood,with3bedsbeforebed,toavoidaccidents.4,withbeddingandaddasetofsupplies.9、客人要求在房间摆放鲜花、水果时怎么办？theguestsaskedtoputflowersintheroom,fruit,howtodo?答：1、了解客人所需鲜花、水果的种类、色彩、数量和摆放形式，并记下房号和姓名。2、按要求进行摆设，要注意技巧

32、，避免客人禁忌的花，水果要消毒。3、尽量了解客人摆放鲜花水果的原因，进一步做好细致的服务，如是客人生日，则向客人表示祝贺等。Answer:whatthecustomerrequiredflowers,fruittype,color,quantityandplacementform,andthenoteoftheroomnumberandname.accordingtotherequirementsoftheequipment,topayattentiontoskills,toavoidthegueststabooflowers,fruittodisinfect.asfaraspossiblet

33、ounderstandthereasonsfortheguestsplacedflowersandfruits,andfurtherdoagoodjobofdetailedservice,suchasthebirthdayoftheguests,theguestssaidcongratulations,etc.10、当入住登记时知道当天是客人生日，你应怎么办？答：1、应通知公关部，以便及时为客人准备生日蛋糕和鲜花。2、客人在房间时将蛋糕、鲜花及总经理名片一同送往房间，以示祝贺。3、送蛋糕要跟上餐刀、叉、碟等，如遇其他客人前来祝贺要热情接待，及时撤换和补充茶水、茶具等，让客人度过欢乐的生辰。wh

34、enthecheck-inguestsknowthedayisyourbirthday,howshouldIdo?Answer:shouldinformthepublicrelationsdepartment,toprovideguestsforabirthdaycakeandflowers.theguestintheroomwhenthecake,flowersandgeneralmanagerofnamecardtoroom,congratulation.sendacaketokeepupwiththeknife,fork,adiscand,incaseofotherguestscamet

35、ocongratulatetothewarmreception,promptlyreplaceandsupplementoftea,tea,letaguestspendhappybirthday.11、一客人中午11:00AM来登记入住，但房间尚未搞好卫生，你应如何处理？aguestatnoonto11:00AMtocheckin,buttheroomhasnotyetdoagoodjobinhealth,youshouldbehowtodealwith?答：1、向客人道歉，说明退房时间是12:00AM,所以许多房间还未来得及整理。2、建议客人先办登记手续，然后请他们先用餐或休息，我们马上通知

36、服务员尽快打扫房间。3、对客人的合作表示感谢。Answer:toapologizetotheguests,thecheck-outtimeis12:00AM,somanyroomshavenothadtimetosortout.itisrecommendedtodotheguestsfirstregistration,andthenaskthemtodineorrest,weimmediatelynotifythestaffassoonaspossibletocleantheroom.thankyouforthecooperationoftheguests.12、如果客人上房后，打电话来说他不

37、喜欢这间房，要求转房，你应如何处理？iftheguestroom,callshedoesntlovethisroom,youshouldturntherealrequirements,howtodealwith?答：1、了解客人不喜欢的原因以及他喜欢什么样的房间。2、条件允许，则按客人要求帮其转房并更改资料。3、不能满足客人要求，则向其道歉、并解释原因。4、做好交班，为客留意其喜欢的房间类型，一有空出，立即帮他转房。Answer:tounderstandthereasonswhytheguestsdonotlikeandwhatkindofroomhelikes.theconditionspe

38、rmit,accordingtotheguestsaskedtohelpthetransferoftheroomandchangetheinformation.cannotmeettherequirementsoftheguests,theapology,andexplainthereasons.makeshift,payattentiontotheloveroomtypeforthepassengers,thereisavacantroomimmediatelytohelphim.13、一位客人前来登记入住，他说他的朋友李先生已订了房，而李先生迟一点才到，他自己先入住李先生的房间，你应如何处

39、理？oneoftheguestscometocheck-in,hesaidhisfriendMr.Lihasbookedaroom,andMr.Lilaterarrived,hisownmoveintoMr.Lisroom,youshouldhowtodealwith?答：1、查清李先生有无交代。2、如李先行无交代，在有房间的情况下，可请该客另开一间房。3、李先生到达时，与其确认。Answer:Mr.ChaQinglihasnoaccount.suchasLifirstnoaccount,inaroomundertheconditionoftheguestcanpleaseopenaroom.

40、whenMr.Leearrived,anditsconfirmation.14、某日，一客人打电话订下个星期六的标准房，但根据预测显示，那一天的标准房间已订满，此时你如何处理？someday,aguestcallbooknextSaturdayinastandardroom,butaccordingtotheforecast,thedaystandardroomshavebeenbooked.Atthistime,howdidyouhandleit?答：1、向客人说明那一天的标准房已订满。2、向客人推销其他种类的房间。3、将客人纳入等候订房名单”中（即WAITNGLIST）。4、留下客人通讯号

41、码，一有标准房空出，立即与客人确认。5、如客人实在不愿意，可向客人介绍其他酒店。Answer:tothegueststhatthedayofthestandardroomhasbeenbooked.tothegueststosellothertypesofrooms.guestswillbeincludedinthewaitingreservationlist(WAITNGLIST).leavetheguestcommunicationnumber,astandardroomvacated,confirmwiththeguestimmediately.suchastheguestsarenot

42、willingtointroduceotherhotelstotheguests.15、某公司秘书张小姐打电话帮其公司几名职员订房，但她不知道该职员的姓名，你如何处理这一订房？acompanysecretaryMissZhangcallhelpthecompanyseveralstaffroom,butshedoesntknowtheemployeesname,howdoyoudealwithareservation?答：1、向张小姐说明无客人姓名订房给客人所带来的不便。2、请张小姐尽量去了解客人姓名，并及时通知我们。3、建议张小姐先用公司订房，并通知其公司职员。Answer:toMissZh

43、angisnottheguestnamebroughtinconveniencetoguests.pleaseMissZhangasfaraspossibletounderstandtheguestsname,andpromptlynotifyus.MissZhangsuggestedfirstwiththecompanyreservation,andinformtheemployeesofthecompany.16、一位客人退房时，要求预定下一年同期的房间，你应如何处理？答：1、记下客人的详细要求。2、提醒客人明年的房价有可能变化。3、请客人留下联系地址或通讯号码，到时好确认。aguestc

44、heckout,therequestforthenextyearinthesameperiodoftheroom,youshouldbehowtodealwith?Answer:tonotedownthedetailsoftherequirementsoftheguests.toremindtheguestsnextyearspricesarelikelytochange.Pleasecontacttheguesttoleavethecontactaddressorthecorrespondencenumber,thengoodconfirmation.17、一位以全价入住的客人在退房时说房租

45、太贵，房间的设施、种类他均不喜欢，要求按七折收费，你应如何处理？afullpricecheckintheguestsatthetimethattherentistooexpensive,theroomfacilities,hedidnotlikethekindofrequirementsbythirtypercentoffcharges,youshouldbehowtodealwith?答：1、原则上应婉言拒绝其要求，说明入住时是征求客人意见才安排房间的。2、建议客人下次若对房间不满意，应尽早通知我们换房。3、问客人对房间有何意见，以便我们今后改进。4、向客人介绍酒店其他类型的房间，欢迎他下次

46、光临。5、若是淡季或该客曾住过我店，可视情况给予一定的优惠。Answer:shouldinprinciplebedeclinedtherequest,thatistoseektheviewsofvisitorstoarrangeroom.ifthenexttimetoadvisetheguestroomnotsatisfied,shallnotifyusassoonaspossibletowards.asktheguestopinionontheroom,forourfutureimprovement.tothehotelguestsonothertypesofrooms,hewelcomed

47、thenextvisit.iftheguestoroff-seasonlivedinourstore,dependingonthecircumstancesgivencertainconcessions.18、饭店房间内的物品被客人拿走，这是常有的事，当你发现某住客拿走了房间里诸如电视遥控器之类的物品，而该客人正在结账离店，你有什么办法既能让客人交出饭店之物品、使饭店不受损失，而且不至于令客人感到难堪？theitemsintheroomsofthehotelaretooktheguest,itisconstantsomething,whenyoufindaguesttooksuchasTVre

48、motecontrolitemsintheroom,andtheguestischeck-out,youhavewhatmethodcanletaguesttoproduceitemsofhotel,thehotelisnotaffectedbythelossof,butnotgosofarastomaketheguestfeelembarrassed?答：1、婉转地请客人提供线索帮助查找。2、请客房服务员再次仔细查找一次。3、告知客人物品确实找不到，会不会是来访朋友或亲戚拿走了，或是收拾行李时太匆忙而夹在行李里面了。4、客人不认同则耐心向客人解释饭店的规定，请求赔偿。5、若客人确实喜欢此物品

49、，可设法为其购买。Answer:Iasktheguesttohelpfindclues.pleasefindaroomattendantcarefullyonceagain.Didnotfindthe3,informtheguestitems,willnotbevisitingfriendsorrelativesaway,orpacktoohastilyandcaughtintheluggage.theguestsdonotagreetotheprovisionsofthehotelwillpatientlyexplainguestrequestcompensation.iftheguests

50、reallylovethisitem,cantrytobuyit.19、客人到了退房日期但仍未离去，作为接待你应如何处理？答：1、主动与客人联系，了解其确切的离店日期。2、注意语言技巧，避免客人误会我们赶他们走。3、客人续住的房租若有变化，应向客人说明。4、若当天房满，则向客人讲明情况，并帮其联系其他酒店。5、对打扰客人表示歉意，并更改有关资料。theguestsarrivedatthecheck-outdatebutnotleave,asareceptionyoushouldbehowtodealwith?Answer:taketheinitiativetocontactwiththegue

51、sts,toknowtheexactdateofdeparture.payattentiontolanguageskills,toavoidtheguestsmisunderstandingustodrivethemaway.Ifthereisanychangeintherent,theguestshallexplaintotheguest.iftheguestroomisfull,toexplainthesituation,andhelptheotherhotelcontact.apologizetotheguest,andchangetherelevantinformation.20、客人

52、对账单有异议时怎么办？答：1、检查异议处，发现差错及时更正。2、若账单上的实际费用高出客人的预算，详细解释。3、针对房租外的费用、加急服务要说明清楚，让客人明白所支出的费用是合理的。4、确属错漏，立即查核更正。theguesthasanyobjectiontothebilldo?Answer:checktheobjection,errorcorrectedinatimelymanner.iftheactualcostofthebillishigherthanthebudgetoftheguests,adetailedexplanation.forrentexpenses,expressserv

53、icetoexplain,letthemknowthattheexpensesarereasonable.itiswrong,immediatelycheckthecorrect.21、一位著名人士入住你的饭店，某人自称是某某报社的记者，他要求知道该客人的房号，并想对其进行采访，对此你应如何处理？答：1、婉言拒绝告知房号，并解释有关规定。2、请该记者出示有关证件，核实身份。3、联系接待部门或客人的助手、随从，请他们安排。afamouspersoninyourhotel,someoneclaimingtobeanewspaperreporter,heaskedtoknowtheguestsroo

54、mnumber,andwouldliketointerview,howshouldyoudealwiththis?Answer:refusedtoinformtheroomnumber,andexplaintherelevantprovisions.askedthereportertoproducetherelevantdocuments,toverifytheidentity.contactthereceptiondepartmentortheguestsassistant,follow,pleasearrangeforthem.22、深夜，客人来电话说隔壁的客人很吵，无法入睡，应如何处理？

55、答：1、向客人表示歉意。问清房号(包括嘈杂的)。2、打电话或是上房间，劝告嘈杂的客人。3、可以帮肋客人转房。lateatnight,theguestscametothephonesaidthatthenextdoorisnoisy,cannotsleep,howshouldhandle?Answer:apologizetotheguests.Asktheroomnumber(includingthenoisy).callorontheroom,advisethenoisyguests.canhelptheribguestroom.23、一位女客人来报，她晚上经常受到一些不明身份的电话骚扰，你如

56、何处理？答：1、了解详情。2、建议客人转房或对客人房号保密，所有电话通过总机转接。3、通知保安部采取安全措施。afemaleguesttothenewspaper,sheoftenbysomeunidentifiedtelephoneharassmentatnight,howdoyoudealwith?Answer:tounderstandthedetails.toadvisetheguestroomorconfidentialguestroomnumber,allbytelephoneswitchboard.notifythesecuritydepartmenttotakesafetymea

57、sures.24、某星期日，你接到楼层服务员报，有十几个团体客人在楼层走廓里做祷告。作为大堂副理，你应如何处理？答：1、立即到现场劝止客人。2、建议客人到市内教堂做祷告。3、如无教堂，可向客人提供会议室。aSunday,youreceivedafloorattendantnewspaper,adozengroupofguestsonthefloorzoukuoprayer.Asanassistantmanager,howshouldyoudo?Answer:immediatelytothescenetodiscourageguests.advisetheguesttothecitychurch

58、.ifnochurch,toprovideguestswiththemeetingroom.25、楼层服务员清扫房间时发现客人生病了，立即通知正在当班的你，你该怎么办？thefloorattendanttocleantheroomandfoundtheguestisill,immediatelynotifyyouareonduty,whatshouldyoudo?答：1、对客人表示关切，简单询问一下病情。2、客人行动方便，引导他去医务室，行动不便则叫医生到现场诊断。3、运送客人要避开公共场所。4、传染病做好隔离和消毒工作。5、慰问病人。Answer:theguestsexpressedconc

59、ern,simplyaskaboutthecondition.theguestactionisconvenient,guidehimtogotothemedicalroom,theactioninconvenienceiscalledthedoctortothespotdiagnosis.transportgueststoavoidpublicplaces.infectiousdiseasetodoagoodjobinisolationanddisinfectionwork.condolencestothepatient.26、你饭店的一位住店客人因在房间的椅子上摔绞而受伤，你应如何处理？Ag

60、uestatyourhotel,26forachairintheroomfellandtwistedinjured,howshouldyouhandle?答：1、道歉并安慰客人，马上联系医生。2、向上级汇报，通知相关部门进行特殊照顾。3、陪同上级到房间探病问候。4、对所发生的事情向客人表示歉意，必要时进行补救措施。5、通知维修部门对该房的设备进行检查维修。6、做好事发经过记录，查事故发生的原因，吸取教训，防止类似的事情再发生。Answer:apologizeandcomforttheguests,immediatelycontactthedoctor.reporttothesuperior,n