【正文】 詢問賓客有什么具體要求。？ 答：（1）設(shè)備分類編號；（2）設(shè)備登記；（3）設(shè)備建檔。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(yùn)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。2簡述前臺排房順序。？ 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。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。22．叫醒服務(wù)時(shí)，電話沒人接怎么辦？答：(1)客人提出叫醒要求時(shí)，服務(wù)員要根據(jù)客人要求在“叫醒時(shí)間表”或“交班記錄表”上做好詳細(xì)記錄，叫醒客人的時(shí)間必須準(zhǔn)確。，客人在房間，應(yīng)如何處理？ 答：（1）清掃過程中動(dòng)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(shí)間寫在工作表上，以免遺忘。2簡述清潔劑使用時(shí)的注意事項(xiàng)。，如何設(shè)法使客人緩解情緒? 答：（1）認(rèn)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。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）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(shí)，可以請?jiān)撗鐣瑏淼钠渌腿藥椭?，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(yán)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(jī)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。，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(xiàng)服務(wù)上都應(yīng)快捷，盡量滿足客人要求，及時(shí)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(shí)間。答：（1）確保潔凈、優(yōu)雅的就餐環(huán)境；（2）廣泛組織客源，擴(kuò)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(qiáng)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(qiáng)部門物資、財(cái)產(chǎn)管理；（6）嚴(yán)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。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(jìn)食海鮮類或口味清淡的菜肴時(shí)，配飲白葡萄酒；（4）進(jìn)食牛排、羊排、豬排等時(shí)則配飲紅葡萄酒；進(jìn)食火雞、野味等菜肴時(shí)，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(diǎn)——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。 everything to your satisfaction? 譯：請問是否一切都滿意？Part two情景應(yīng)答：：If the guest wants to reserve a table, what information do you have to know?A：I have to know the time for reservation, the number of guests, the name of the guest, his telephone number, special needs and so ：What would you like to say to the guest who walks into your restaurant for dinner?A：Wele to our you have a reservation? ：If you are a hostess, what’s the first thing you have to find out when the guest es? A：I have to find out whether the guest has a 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(xiàng)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(xiàng)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。這就給您把這道菜換掉。譯：The steak is as tough as ，還有什么可以為您效勞嗎？譯：I do there anything else I can do for you? ？譯：How would you like to pay? ，還是信用卡付賬？譯：Would you like to pay in cash or by credit card? ？譯：Would you like to pay one bill or separate bills? 英譯中： are looking forward to serving ：我們期待著您的光臨。譯：We have an excellent 。，餐廳應(yīng)如何處理？ 答：（1）當(dāng)在場客人告訴服務(wù)員有物品遺失時(shí)，服務(wù)員要首先報(bào)告給當(dāng)值主管；（2）當(dāng)值主管應(yīng)立即對現(xiàn)場客人和環(huán)境給予了解；（3）通知飯店保安人員，共同商討相關(guān)事宜，以求和平解決；（4）如果事態(tài)嚴(yán)重且協(xié)商達(dá)不到一致，或查不出結(jié)果，應(yīng)當(dāng)上報(bào)公安機(jī)關(guān)做出最后處理意見。答：（1）綠色旅游飯店是一種新的理念，它要求飯店將環(huán)境管理融入飯店經(jīng)營管理中，以保護(hù)為出發(fā)點(diǎn)，調(diào)整飯店的發(fā)展戰(zhàn)略、經(jīng)營理念、管理模式、服務(wù)方式，實(shí)施清潔生產(chǎn)；（2）提供符合人體安全、健康要求的產(chǎn)品，并引導(dǎo)社會公眾的節(jié)約和環(huán)境意識、改變傳統(tǒng)的消費(fèi)觀念、倡導(dǎo)綠色消費(fèi)。答：（1）與宴會的主題相符；（2）與宴會的進(jìn)程相一致；（3）符合與宴者的欣賞水平；（4）與宴會的環(huán)境氣氛相協(xié)調(diào)，注意民族特色和地方特色等。（5）具有能滿足實(shí)用要求的理化性能。（√），原則上根據(jù)地方習(xí)慣安排上菜順序。（二）判斷題41.《