河北省旅游饭店服务技能大赛前厅服务问答题（第27套）.doc

河北省旅游饭店服务技能大赛前厅服务问答题 第二十七套 一、专用术语（英语朗读、汉语解释） 1、门童（doorman）又称“门迎”或“门卫” 是站在酒店入口处负责迎送客人的前厅部员工。门童值班时，通常身着镶有醒目标志的特定制服，显得精神抖擞，同时，还能创造一种热烈的欢迎客人的气氛，满足客人受尊重的心理要求。 门童在工作时，应十分注意动作的姿势。站立时，要自然挺直，双手背后，两脚分开约与肩同宽。 2、请勿打扰（DND) 指客人为避免外界的打扰而在客房门外出示的“请勿打扰”标志。饭店对此应加关注。通常到了某一规定时间（下午2：00），饭店应进行检查，以防意外事件发生。 二、中文疑难问题解答 预定时，客人要求低于其公司的协议折扣幅度，你将如何处理？ 向客人解释不可随意更改协议折扣 如对方订房数较多或是饭店重要客人，可报告总经理以决定如何处理 总经理 如果同意其要求，应该发传真到对方公司，说明仅此次给予低于更底的折扣，以及折扣的原因。要取得对方的确认，以维护协议的严肃性 客人在大堂不小心摔倒了，你将如何处理？ 要迅速上前扶起客人，应关切询问客人是否摔伤，是否需要大夫诊治 如果是轻伤应迅速酒店医生来大堂诊治或送医务室治疗 如果客人伤势严重需外出治疗，应安排车辆及陪同人员，并及时上报 查清事故原因，及时采取措施，防止再次发生 三、英文疑难问题解答 If a guest wants to take a photo with you ,what would you like to do ? Thank the guest for his kindness and tell him you could not take a photo with him in a mild way. If the guest insists on you would invite your partners to take the photo with the guest. 四、英文疑难问题解答 Shangri-La Hotel Shenzhen In line with the increasing business growth in Shenzhen. The Landmark underwent progressive renovation and refurbishing works in part of rooms and food and entertainment outlets . Thus is our commitment to ensure that the demands from both our corporate and leisure clientele are continuously met. Work out and relax at Shenzhens finest health club, equipped with a spacious pool and well-equipped gymnasium.The elegant Grand Ballroom can河北省旅游饭店服务技能大赛前厅服务问答题 accommodate up to 1,500 guests in comfort and style. And with seven other luxurious function rooms to choose from, Shangri-La Hotel, is the ideal place for your next gathering, whatever the size or purpose. For business travelers, the hotels comprehensive Business Centre ensures excellent communication and professional administrative support, and benefits from two private meeting rooms for interviews and business discussions. 2