1.Would you please give us a brief introduction to the reservation service?
When we travel or take part in meetings that need to go out , We can meet our needs by booking , There are many ways to reserve , Such as telephone reservation ,internet reservation and so on . We can book ticket , hotel, restaurant in this ways .I think reservation service is very convenient for us .
2.You are a Front Office Manager (FOM) of a hotel and you are helping a business guest to check out .You find a small and beautiful vase in the guest room is missing ,how will you deal with this problem?
If I am the hotel Front Office Manager , when the guest checking out , I will take the guest to the place where the people are few and say to him or her .When the staff cleaned the room , The staff said that an expensive vase was not found in his or her room . Then ask the guest whether he or she is not careful , when packing the luggage ,let the vase into the luggage carrier .Or put it in a place where we cannot see it .Please ask the guest to help us find the vase .If the guest want to collect the vase ,he or she has to pay money to the hotel . Finally , If we cannot find the vase ,I think I will pay for the vase for the hotel .
3.Would you please tell us the the definition of VIP ?What are the differences between VIP guests and other guests ?
The full name of VIP is important person . VIP guests are the most important customer market in the hotel . VIP guests and ordinary guests in the hotel to enjoy the treatment and service standards are different ,The identity of the VIP guests is more distinguished than the ordinary guests .
4.Why is housekeeping a department of primary importance in the hotel operations ?
The housekeeping department is very important in the operation of the hotel .It is the economic lifeline of the economic sources of the hotel .
1.How are the activities of the front desk and the housekeeping department closely contacted ?
The check in of every guest need to be handled at the front desk . All the guests have any need they can call the front desk , and then the front desk to inform other department to help the guest to solve the problem .so they are in closely contact .
2.Why is the food and beverage department is very important division of a hotel ?
The food and beverage department is very important in the operation of the hotel .It is the economic lifeline of theeconomic sources of the hotel .
3.What kinds of skills is a waiter required to have ?
They should have good sense of service , language skill , professional knowledge and skills .
4.What kind of information does the front desk usually provide to the guest ?
The types of room , the room rate of the room , the facilities in the guest room and other service and so on .
1.Why should a hotel staff know as much as possible about the hotel ?
If the hotel staff have a lot of knowledge , they can help guests to solve the problem well . They also improve the quality of service and standards of the hotel .
2.Please describe what the Checkout service is ?
The checkout service is the last part of the guest departure from the hotel ,And the satisfaction degree of the guest is also in the final completion of this link .
3.If the guest pays by check/by credit card , what should you pay attention to ?
If the guest use cash to pay , we need to pay attention to whether the money is real .If the guest use credit card to pay ,we need to pay attention to verify whether the informationon the credit card is true .
4.Imagine you meet a guest hare to deal with , He/She keeps complaining about your service , what should you say ?
If I meet a guest hard to deal with , I will listen to his complaints seriously .And then according to his needs to solve the problem for him , and cannot be angry with the guest .Trying my best to solve the problem for for guest