【正文】 reservation or ：What would you like to say if the guest wants a table that has been reserved? A：I’m sorry, table has been reserved, but would you like to have the table over there? ：What would you like to say if the guest wants to know the business hours in your restaurant?A：We’re open from 6:30 10:00 ：Before taking orders for the guest, what should you usually offer? A：I should offer the menu and the wine ：How would you introduce your restaurant to the guest?A：I would tell the guest the business hours, the specialties, the popular dishes and so ：What would you like to say when you want to take order for the guest? A：May I take your order now? ：What would you like to say when you want to remend something to the guest? A：May I remend…? / How about…? / Why not try our…? / Would you like to try? ：What do you need to do after the guest has finished ordering？ A：I need to repeat all his orders to confirm the orders with the ：After you have finished the orders, what would you like to say? A：Thank wait a minute, we’ll be back soon with your ：What would you like to say to the guest when all the dishes have been served? A：That should be all you your ：If the guest wants to smoke in the nonsmoking area, what would you like to say? A：I am sorry there is no smoking here, but if you like, there is a smoking ：What would you like to say if the guest asks for the dish that has been sold out? A：I am sorry that is not available, but would you like to try…?：What would you like to say to the guest if you remend your house specialty？ A：Would you like to try our house specialty? It’s very popular among our ：Ｗhat would you like to say when the guest has been waiting for a long time? A：I’m sorry to have kept you ：What would you like to say when you want to know whether the guest is happy with his meal? A：Is everything to your satisfaction? / How was everything? ：Ｗhat would you like to say when the guest orders a cup of coffee? A：Would you like black coffee or white coffee? / Would you like your coffee with cream or milk? ：What would you like to say when you remend special drinks to the guest? A：Would you like to try our special drinks? ：What would you like to say when the guest asks “Where can I have cocktail?” A：We serve cocktails in the lobby ：What would you like to say if the guest asks for a steak? A：How would you like your steak, medium, medium well or welldone? ：What will you do when the guest tells you that there’s something wrong with the bill? A：I will check it with the guest there is a mistake , I must make an apology to the guest，and then bring the bill to the cashier’s desk to correct ：What is the most important thing that you need to do when the hotel guest would like to charge his bill to his room? A：I must ask the guest to show his room ：How can you know the method of payment that the guest would like to choose？ A：How would you like to pay, sir? ：What will you say to the guest when he is leaving the restaurant? A：Thank you for your ing./ We are looking forward to serving you again.第三篇：ZZ20180892018全國職業(yè)院校技能大賽中職組酒店服務(wù)賽項專業(yè)知識口試題庫2018全國職業(yè)院校技能大賽中職組酒店服務(wù)賽項專業(yè)知識口試題庫中餐宴會擺臺與服務(wù)部分一、簡答題。答：（1）咖啡、茶；（2）各種果汁、蔬菜汁；（3）各式面包配黃油和果醬；（4）冷和熱的谷物，如玉米片、燕麥粥等；（5）各式蛋類；（6）火腿、香腸和腌肉等肉類。答：（1）餐前飲開胃酒，如味美思、比特酒或雞尾酒等；（2）喝湯可以不飲酒或配飲較深色的雪利酒等；（3）進食海鮮類或口味清淡的菜肴時，配飲白葡萄酒；（4）進食牛排、羊排、豬排等時則配飲紅葡萄酒；進食火雞、野味等菜肴時，配飲玫瑰紅葡萄酒或紅葡萄酒；（5）奶酪——配飲甜葡萄酒或繼續(xù)飲用主菜酒類；（6）甜點——配飲甜葡萄酒、雪利酒或利口酒；（7）餐后——配飲甜酒或甜雞尾酒，如利口酒、缽酒等；（8）香檳酒可搭配任何西菜。答：（1）確保潔凈、優(yōu)雅的就餐環(huán)境；（2）廣泛組織客源，擴大產(chǎn)品銷售，提高回頭客比例，培養(yǎng)忠誠顧客；（3）保持并不斷提高菜肴質(zhì)量，不斷更新品種；（4）加強食品原料的采購、儲藏管理及食品衛(wèi)生與安全管理；（5）做好餐飲成本控制工作，加強部門物資、財產(chǎn)管理；（6）嚴格餐廳銷售服務(wù)管理，提高服務(wù)質(zhì)量；（7）合理組織人力，提高工作效率。28．西餐正餐的上菜順序是什么？ 答：（1）面包和牛油；（2）開胃頭盤；（3）湯；（4）沙律；（5）主菜；（6）甜品；（7）水果；（8）咖啡或奶茶。，怎么辦？ 答：（1）將客人安排在靠近餐廳門口的地方就餐，以方便客人離開；（2）介紹一些制作簡單的菜式，并在訂單上注明情況，請廚房、傳菜配合；（3）在各項服務(wù)上都應(yīng)快捷，盡量滿足客人要求，及時為客人添加飲料，撤換餐盤；（4）預(yù)先備好賬單，縮短客人結(jié)帳時間。，服務(wù)人員該怎么辦？ 答：（1）為預(yù)防此類情況發(fā)生，值臺服務(wù)員應(yīng)密切關(guān)注所負責區(qū)域內(nèi)客人的動向；（2）將對讓給客人；（3）一旦發(fā)現(xiàn)未付賬的客人離開餐廳時，服務(wù)員應(yīng)馬上追上前有禮貌地小聲把情況說明，請客人補付餐費；（4）如果客人與朋友在一起，應(yīng)請客人站到一邊，再將情況說明，以免使客人感到難堪；（5）整個過程要注意禮貌，避免客人反感而不承認，給工作帶來更大的麻煩。？ 答：（1）婉言拒絕提供含酒精成分的飲料，可以用果汁、礦泉水等軟飲料，并要有禮貌地謝絕客人的無理要求；（2）遇到困難時，可以請該宴會同來的其他客人幫助，并提供協(xié)助；（3）如有嘔吐，應(yīng)立即清理污物，送上小毛巾和熱茶，不可顯出不悅的表情；（4）對于醉酒嚴重的客人，可安排到不打擾其他客人的靠里面的席位上，或者安排在隔開的餐室內(nèi)；（5）如客人醉酒后借機打架、打砸家具或餐具，服務(wù)員應(yīng)立即與保安部門聯(lián)系，請求協(xié)助，盡快平息事態(tài)，并記下被損壞家具和餐具的數(shù)量，查清金額，請宴會同來的清醒者簽字，按規(guī)定要求賠償；（6）事后將事故情況及處理結(jié)果記錄在工作日志上。？ 答：（1）首先應(yīng)保持鎮(zhèn)靜，設(shè)法穩(wěn)定住客人情緒，向客人道歉并告知客人只是臨時停電，請勿隨意走動，以免造成意外傷害；（2）立即采取應(yīng)急照明措施，如開啟應(yīng)急燈或點燃蠟燭，并特別注意走廊和洗手間照明，同時注意就餐客人情況，避免發(fā)生趁亂逃賬現(xiàn)象；（3）馬上向工程部了解停電原因；（4）如果是餐廳供電設(shè)備出了問題，就立即要求派人檢查修理，在盡可能短的時間內(nèi)恢復(fù)供電；（5）如果是地區(qū)停電，或是其他一時不能解決的問題，應(yīng)采取相應(yīng)的對策。答：（1）體現(xiàn)客房的等級和禮遇規(guī)格；（2）廣告推銷作用；（3）客房設(shè)施的配套性；（4）擺放的協(xié)調(diào)性；（5）以功能需要為轉(zhuǎn)移，功能與美觀相統(tǒng)一；（6）反映現(xiàn)代化需求，又要體現(xiàn)民族風(fēng)情和地方特色。？ 答：（1）簽領(lǐng)客房鑰匙；（2）準備清潔工具；（3）了解、分析房態(tài)；（4）確定清掃順序等。，如何設(shè)法使客人緩解情緒? 答：（1）認真傾聽客人的投訴（2）要有足夠的耐心（3）注意語言（4）慎用微笑？ 答：（1）服務(wù)人員的儀容儀表；（2）服務(wù)人員的禮節(jié)禮貌；（3）服務(wù)人員的態(tài)度；（4）服務(wù)人員的技能；（5）服務(wù)清潔衛(wèi)生等。（3）客人走后應(yīng)立即進房檢查、清點。2簡述清潔劑使用時的注意事項。二、應(yīng)變題，怎么辦？ 答：（1）向客人道歉，并做詳細介紹；（2）說話時要注意態(tài)度和語言藝術(shù)，使客人不至于覺得難堪和不快；（3）如果客人仍不清楚，則派人去現(xiàn)場示范。，客人在房間，應(yīng)如何處理？ 答：（1）清掃過程中動作要輕，速度要快，不能與客人長談；（2）如果客人有問話，應(yīng)注視客人并回答；（3）如果客人不同意清掃客房，則應(yīng)將房號和客人要求清掃的時間寫在工作表上，以免遺忘。，應(yīng)如何處理？ 答：（1）認真傾聽，適當記錄；（2）表示同情和歉意并真誠致謝；（3）立即行動，及時處理；（4）認真落實，監(jiān)督檢查；（5）記錄存檔。22．叫醒服務(wù)時，電話沒人接怎么辦？答：(1)客人提出叫醒要求時，服務(wù)員要根據(jù)客人要求在“叫醒時間表”或“交班記錄表”上做好詳細記錄，叫醒客人的時間必須準確。28．賓客抱怨小酒吧酒水收費太貴，員工應(yīng)如何應(yīng)對? 答:（1）不能頂撞或輕視賓客的行為；（2）耐心傾聽并認真解釋:“先生/女士,對不起,飯店的收費標準是根據(jù)國家有關(guān)物價局標準制定的,相信您的消費是物有所值的”；（3）如經(jīng)過解釋賓客仍不能接受,可通過上級或大堂副理向賓客做進一步解釋工作。24．發(fā)現(xiàn)客人在房間內(nèi)打架或爭吵怎么辦？答：(1)馬上通知樓層主管或客房部辦公室及保安；(2)不要自作聰明地擅自為客人解決問題；(3)不要看熱鬧；(4)把發(fā)生的情況寫在交班記錄表上。（3）事后寫出報告（列明病由、病狀及處理方法和結(jié)果）。？ 答：（1）根據(jù)嬰兒家長意見照看小孩，確保嬰兒安全；（2）在飯店所規(guī)定的區(qū)域內(nèi)照看小孩，不擅離職守；（3）如果嬰兒突發(fā)疾病應(yīng)立即聯(lián)系家長和請示主管人員，以得到妥善處理。，服務(wù)員該如何處理？ 答：（1）傾聽客人反映情況，詳細了解客人丟失物品的細節(jié)，不做任何結(jié)論；（2）協(xié)助客人尋找，但在房間時請客人自己查找，以免發(fā)生不良后果；（3）確實找不到的話，要立即向上級匯報；如果是重大的失竊（價值較大）時，應(yīng)馬上保護現(xiàn)場，立即報告保安部門。2簡述前臺排房順序。2簡述客房部（部分酒店洗衣房隸屬于客房部的情況下）原始記錄的主要內(nèi)容。1決定棉織品購買數(shù)量的因素有哪些？ 答：（1）飯店應(yīng)有的棉織品儲存量；（2）飯店洗衣房工作運轉(zhuǎn)是否正常；（3）飯店是否經(jīng)常停水、停電；（4）是店內(nèi)洗衣房洗滌還是店外洗衣公司洗滌。？ 答：（1）設(shè)備分類編號；（2）設(shè)備登記；（3）設(shè)備建檔。? 答：（1）在主賓或主人講話前，服務(wù)員要先把每位客人的酒杯斟滿；（2）在主賓或主人離席講話時，服務(wù)員要將酒杯放在托盤上，站立在主賓或主人身后一側(cè)；（3）主賓或主人講話結(jié)束時迅速送上，以便其舉杯敬酒