河北省旅游饭店服务技能大赛前厅服务问答题（第26套）.doc

河北省旅游饭店服务技能大赛前厅服务问答题 第二十六套 一、专用术语（英语朗读、汉语解释） 信用卡(credit card ) 信用卡是由银行或信用卡公司提供的一种供客人消费的信贷凭证，上面印有持卡者的姓名、号码、初签等。 未经预定而直接抵店的客人(walk-in) 此种客人是指没有预定而直接登记入住的散客。总台人员应搞好此类客人的服务。 二、中文疑难问题解答 1、酒店内看到客人行动不便时，你将如何处理？ 看到客人行动不便，在客人外出或回来时应主动搀扶，主动按电梯，以免发生意外。 如果客人的房间远离电梯，征得客人的意见，与总台联系，将房间调至电梯口附近，以便照顾 主动询问客人是否需要特殊的照顾并给予办理 2、客人自称是总经理的朋友，要求特价入住，你将如何处理？ （1）查询客史，查看他是否享受过特殊折扣 （2）记住客人的详细资料，向总经理核实，应注意不要当着客人的面与总经理联系、核实 （3）如找不到总经理，应向客人解释，暂时按照散客入住，待与总经理联系后，再变更房价 作好记录，及时报批 三、英文疑难问题解答 If the guest wants to take the cup in the room for a souvenir , how would you like to do ? Offer the service politely Thank the guest for his enjoyment of the cup Tell the guest if he really wants to get the cup he should pay for it 三、英文疑难问题解答 Grand View Hotel Grand View Hotel is a deluxe hospitality facility conveniently situated in the newly developing center of the city. It has the superior location and easy accessibility due to the urban expressway subway net connecting it with the downtowns shopping districts and the most popular tourist attractions. The elegant decoration, extensive personal service and comprehensive amenities have earned the property a reputation as the fresh symbol of five-star hotel. The new 221 deluxe guests rooms and suites set new standard of excellence with classical European furnishings, all featured with central air-conditioning, IDD facility, satellite channel, in-room safe, mini-bar, and laundry valet service. 2