客舱部面试的常见问题讲解

客舱部面试的常见问题HSKPInterviewQuestionsandAnswers《邮轮客舱服务与管理》浙江国际海运职业技术学院客舱部面试的常见问题Q1.Introduceyourself.重点介绍自己的姓名、年龄、在读院校（毕业院校），所学专业，以及所面试岗位的相关工作经验（或实习经历）。然后可以再介绍一下自己的性格特点、兴趣爱好及家乡等。大家可以参考以下自我介绍：Morning,sir.It'smyhonertointroducemyself.MynameisLucy,21yearsold.Iamasophomore(大二学生)andIwillgraduatefromZhejiangInternationalMaritimeCollegenextJune.MymajorisInternationalCruiseCrew.Ihaveeverworkedasaroomattendantfor6monthsinSheratonGrandHangzhouBinjiangHotel.Iamanoutgoinggirlandlovetravellingwithmyfriends.MyHometownisZhoushan,whichisasmallcitybutwithbeautifulsea-view.Thankyou!客舱部面试的常见问题Q2.Describeyourhoteltome.一般邮轮公司要求至少有6个月的高星级酒店工作经历，准确说出酒店的英文全称，所在的城市，星级（最好五星级fivestar），酒店的客房数量，客房的员工数等内容。应答参考如下：IworkedinSheratonGrandHangzhouBinjiangHotel，afivestarhotel.Therearetotal300rooms,includes42suites.ThenumberofstaffsinHSKPDepartmentisabout80.客舱部面试的常见问题Q3.Couldyoutellmeaboutyourdailydutiesasaroomattendant?介绍客房服务员的工作职责。考查你对岗位职能的了解程度。应答参考如下：1.Followguidelinesorqualitycontrolstoprepareroomsforguests.2.Launderandrepairlinens3.Makesurebuilding,furniture,floors,andallpublicareasareclean.客舱部面试的常见问题Q4.Howmanyroomscanyoucleaneveryday?Howlongdoesittaketocleanaroom？询问你每天打扫的房间数和打扫一间房间所用的时间。考查你的业务水平。应答参考如下：16-20roomsperday.Andittakesmeabout15-20minutestocleanaroom.客舱部面试的常见问题Q5.Whatarethesizesofyourrooms/suites询问房间或套房的面积。考查你对酒店客房的了解及日常工作的观察能力。应答参考如下：DeluxeRooms(豪华间231rooms)isabout33-58SquareMeters.ExecutiveRooms(行政豪华间27rooms)isabout44-89SquareMeters.andDeluxeSuites(豪华套房42suites)isabout72-256SquareMeters. 客舱部面试的常见问题Q6.Whatareyourworkinghours?询问工作时间。根据上班时间如实回答即可。如：From8am--8pmfordayshift;From8pm--8amfornightshift.Q7.Howmanyemployeesarethereinyourteam？询问团队（部门）一共多少人？根据部门情况回答即可。一般通过这个问题去验证你前面所工作的酒店经历的真实性，房间数和人员配备要协调。应答参考如下：Thereare80employeesinmyteam.客舱部面试的常见问题Q8.CanyoudescribeasituationwhenyouhavesuccessfullyresolvedaGuest’scomplaintorproblem?描述一项你成功解决客人投诉或问题的经历。考查你的对客服务应变能力。应答参考如下：Onceaguestcomplainedthattheairconditionerdidn’twork,Ifeltsorryaboutitandaskedengineertohelpcheckitimmediately.Inordernottodisturbguesttorestasitwasalittlelate,Isuggestedroomchangetoguest.Andhelptransferherluggagetoanewroom.Shefeltsatisfiedwithmywork.客舱部面试的常见问题Q9.Whatwillyoudoifyoufindaguests’belongingintheroomwhentheguestcheckedoutthehotel？当客人退房后，你发现有客人的遗留物品，你该怎么做？考查你对常规问题的应变处理能力，对规定程序的熟练度。应答参考如下：Iwillreporttomysupervisorimmediately,bringguests’belongingtoServiceCenterandloginLostandFoundBooks.ThentheServiceCenterAttendantorReceptionistwillcontactguest.客舱部面试的常见问题Q10.Pleasenamesomebathroomamenitiesyoureplenisheveryday.列举几种客房卫生间每天更换的用品。考查对卫生间用品的掌握，主要卫生间用品英文名称的表述。应答参考如下：BathTowels，HandTowels，FaceTowels，Bathmat,shampoo,hairconditioner,Bathgel,combandsoon.Q11.WhatdoesDNDsignmean?Whatdoyoudoifyouseethissign?DND意味着什么？看到它你会怎么做？考查你的应变能力与业务知识。应答参考如下：DoNotDisturb.Gotothenextroomandreturnlater.客舱部面试的常见问题Q12.Whatdoyouhaveinyourservicecart/trolley?工作车上都装有什么？考查你对工作车的布置熟悉程度，属于专业知识提问。应答参考如下：Towels，bathrobes,sheets,duvetcovers，pillowcases,cleaningsupplies，bathroomsupplies,papersuppliesandsoon.客舱部面试的常见问题Q13.Tellmethestepsofcleaningaroom.请你描述客房清洁的步骤。目的是考查你的业务技能。应答参考如下：7StepsofGuestroomCleaning:1.Preparetheroomforcleaning2.Removetrashandlinenandspraythebathroom3.Makethebed4.Dustanddampwipe5.Cleanthebathroom6.Vacuum7.Inspectyourwork客舱部面试的常见问题Q14.Howdoyoumakethebed?请你描述铺床的步骤。目的是考查你的业务技能。应答参考如下：1.Inspectthebedfordamages2.Positionthebottomsheet3.Positionthetopsheet4.Positiontheblanket/duvet5.Foldtheduvetcover6.Putonthecleanpillowcovers7.Putthebedspread8.Inspectthebedtomakesureitiswrinkle-freeandsmooth客舱部面试的常见问题Q15.Whatisturndownservice？什么是夜床服务？考查你的专业知识和业务技能，是否具备客舱服务经验和能力。应答参考如下：Theturn-downserviceisinordertooffertheutmostcomforttotheirguests.Itinvolvespreparingtheroomforthenight,sothataclientfeelsathomeandcaneasilygotobeduponreturningtohisroom.ItisalwayscarriedoutbetweenfiveandnineP.M.justbeforetheclientreturnsforthenight.客舱部面试的常见问题Q16.Whatisyourplaninthefuture?你未来的职业计划是什么？考查你对未来的规划，也侧面了解你是否会长时间在邮轮工作。应答参考如下：IplantobecomeaprofessionalinHSKPdepartmentbyactivelycompletingworktasksandaccumulatingexperiencein3-5years.Ialsohopetohavetheopportunitytoleadateamandbecomeanexcellentmanagerafterseveralyears.客舱部面试的常见问题Q17.Tellmeaboutatimewhenteamworkhelpedyouresolveaproblem.请描述一次团队协作帮你解决难题的经历。此问题的意图是了解你的团队协作能力和工作表现。应答参考如下：OnceImetadrunkguestduringthenightshift.Withthehelpofthelobbymanager,wesenttheguestbacktohisroomforrest,preparedtowelsandwaterfortheguest,andplacedatrashcanbesidehisbed.Whenhewokeupthenextmorning,theguestwrotealetterofcommendation,tothankmeandmycolleaguesforourcarefulcare.客舱部面试的常见问题Q18.Whydon'tyoucontinueyourstudysinceyouaresoyoung?你还这么年轻为什么不继续上学读书？了解你是否真的想要工作。应答参考如下：AsIwillgraduatefromcollegenextJune,Ihopetostartworkingearlytoearnmoneytosupportmyfamily.客舱部面试的常见问题Q19.Whatdoyouknowaboutourcompany?谈谈你对我们公司的认识。考查你前期是否做过相关功课，是否真的对该公司感兴趣。面试也是双向了解的过程，面试官当然也希望应聘者能够对公司有一定的认识，体现出你对本次面试的重视程度。以加勒比邮轮公司为例，应答参考如下：AsIKnow,RoyalCaribbeanCruiseshas29shipsandroutesaround