【正文】 ape account.2當(dāng)接到客人在房間休息要求任何人不要打擾并不接電話時(shí)怎么辦？答：確認(rèn)房號(hào)、姓名和時(shí)間段。通知總機(jī)做電話DND（免打擾）和房務(wù)中心做人工DND。做好記錄工作。過時(shí)同客人聯(lián)系取消DND。29, when receiving guests in the room to rest and ask any person do not bother not to answer the phone when how to do?Answer: 1, to confirm the room number, name and time period.2, to inform the operator telephone DND (DND) do artificial DND and room service center.3, do a good job of record.4, out of date with the guests to cancel the contact DND. 當(dāng)發(fā)現(xiàn)客人不懂使用我們的設(shè)備時(shí)怎么辦？ 答：首先向客人表示歉意，不能嫌棄和嗤笑客人。 向客人作詳細(xì)介紹，耐心向客人說明用法。 說話要注意態(tài)度和語言藝術(shù)，使客人不至于不懂使用房間設(shè)備感到有失面子而覺得難堪。也不能因此瞧不起客人，以為客人土氣，更不應(yīng)該有此情緒流露以至引起客人的不快。 如果客人仍不清楚，則叫人去現(xiàn)場示范。30, when the guests do not know what to do when we use the equipment?Answer: 1, first of all apologize to the guests, and guests can not despise scorn.2, make a detailed introduction to the guests, patiently explained to the guests.3, attention should be paid to speak attitude and language art, make the guests not to understand the use of equipment room feel embarrassed to lose face. Also can not look down upon the guests, the guests think rustic, but should not have the emotion and cause the unhappy guests.4, if the guests are still not clear, it is called to the scene to demonstrate.3當(dāng)客人提出的問題，你不清楚難以回答時(shí)該怎么辦？答：仔細(xì)傾聽，詳盡回答。不懂或不清楚，回答沒有把握的問題，請(qǐng)客人稍等，向有關(guān)部門了解后再做答復(fù)。因無法一時(shí)弄清楚的問題，請(qǐng)客人回房稍候，弄清楚后再答復(fù)。經(jīng)努力仍無法解答時(shí)也要給客人一個(gè)回音，并耐心解釋，表示歉意。31, when the guest39。s questions, you don39。t know the answer to how to do?Answer: 1, listen carefully, detailed answer.2, do not understand or do not know, answer not to grasp the problem, please wait a moment, to the relevant departments to understand and then do reply.3, due to the problem can not be a moment, please return to the room for a moment, get a clear answer.4, after efforts still cannot answer when to give the guests a reply, and patiently explain, apologize.3客人正在談話，你有急事找他時(shí)怎么辦？答：應(yīng)有禮貌地站在客人的一旁，雙目注視著要找的客人。當(dāng)客人主動(dòng)停下談話時(shí)，向其他客人表示歉意。簡明扼要講述要找客人事由，待其答復(fù)后再次向其他客人表示歉意。如果用上述的辦法，客人仍未覺察到你要找他時(shí)，應(yīng)掌握在客人談話的空隙征得客人同意，陳述打斷理由。32, the guest is talking, you have something urgent to find him when how to do?Answer: 1, should be polite to stand on the side of the guests, eyes looking at the guests to find.2, when the guests to stop talking, the other guests apologize.3, to find the guest personnel by concise and to the point about the answer, again apologize to the other guests.4, if the above approach, the guests have not yet found that you want to find him, should be in the guest39。s conversation with the guests agreed to the consent of the guests, the statement interrupted reason.3圣誕節(jié)、春節(jié)等節(jié)日期間遇到客人時(shí)怎么辦？答：節(jié)日期間以愉快的心情與客人打招呼，使用“圣誕快樂”“新年好”“恭喜發(fā)財(cái)”等節(jié)日敬語。應(yīng)注意，任何時(shí)候在客人面前都不應(yīng)該有不愉快的表情流露。33, Christmas, Spring Festival and other holidays when how to do?Answer: 1, during the festival to a happy mood and a guest greeting, use a merry Christmas and Happy New Year Kung Hei Fat Choy festivals such as honorifics. 2, should pay attention to, at any time in front of the guests should not have an unpleasant expression.3 客人出現(xiàn)不禮貌的行為時(shí)怎么辦？ 34, when the guests appear impolite behavior how to do?答：有理有節(jié)，不卑不亢。分清情況，無意的，不與計(jì)較，惡意的，建議客人心平氣和地商量解決問題。如果是客人過激語言或行為，應(yīng)保持冷靜和克制的態(tài)度，不能以粗言回敬，要用禮貌來感染客人。如果是對(duì)女服務(wù)員態(tài)度輕浮甚至動(dòng)手動(dòng)腳，女服務(wù)員可迅速回避，男服務(wù)員應(yīng)主動(dòng)上前應(yīng)付。如果情節(jié)嚴(yán)重或動(dòng)手打人，應(yīng)立即向上級(jí)報(bào)告，同時(shí)記錄詳細(xì)經(jīng)過。Answer: 1, rational and restrained, be neither humble nor pushy.2, to distinguish the situation, no intention, not with the dispute, malicious, and remended that the people of the heart to discuss and solve the problem.3, if guests radical language or behavior, should maintain an attitude of calm and restraint, not to coarse language responded to use polite infection to guests.4, if it is to the waitress levity and even lift, the waitress can quickly avoidance, the waiter should took the initiative to deal with.5, if the circumstances are serious or beatings, should be reported to your supervisor immediately, and record details.3當(dāng)你在崗位上工作時(shí)，一位客人纏著你聊天，你應(yīng)如何處理？答：詢問客人是否有事需要幫忙。禮貌地向客人解釋，工作時(shí)間不便長談。如客人不罷休，可借故暫避。35, when you work in a position, a guest with you to chat, how should you handle?Answer: 1, ask whether the guests need help.2, politely explain to the guest, long working time inconvenience.3, if you do not give up, be an excuse to take shelter.3為表示謝意，客人向你贈(zèng)送小禮品或小費(fèi)時(shí)，怎么辦？答：對(duì)客人的盛情表示感謝。對(duì)客人的贈(zèng)送婉言謝絕。盛情難卻的話，則將小費(fèi)及禮品交上級(jí)處理。36, in order to express their gratitude, the guests presented to you a small gift or tip, how to do?Answer: 1, thank you for the hospitality of the guests.2, the guests presented declined.3, shengqingnanque words, will pay a higher level processing and gift tips.3客人請(qǐng)你出去玩或看戲時(shí)怎么辦？答：表示感謝。婉言謝絕。注意謝絕的語言技巧。37, the guest asks you to go out to play or plays when the theater?Answer: 1, thank you.2, declined.3, pay attention to language skills declined.3客人要求與你合影留戀怎么辦？答：向客人表示謝意，但應(yīng)婉言謝絕。如客人出于善意且執(zhí)意要求合影，則要征得上級(jí)同意，在不影響工作和飯店格調(diào)前提下，可以與客人合影。但要避免單獨(dú)與客人合影。38, the requirements of the guests and you take a picture of how to do?Answer: 1, thanks to the guests, but should be declined.2, if the guest out of goodwill and insists on the photo, to obtain parent consent, in does not affect the work and hotel style under the premise, with guest photo.3, but to avoid the guest photo alone.3在服務(wù)中，自己心情欠佳時(shí)怎么辦？答：要記住我們的工作是為客人服務(wù)，而不是為自己服務(wù)，所以不能將自己的不佳情緒帶到工作中。自己的不良情緒會(huì)造成工作失誤和客人不滿，要盡力去克制。如實(shí)難控制，應(yīng)暫時(shí)回避，等情緒穩(wěn)定下來再為客人服務(wù)。39, in the service, what do you do when you are in a bad mood?Answer: 1, we must remember that our work is to serve the guests, rather than for their own services, so you can not bring their own bad mood to work.2, their bad mood can cause the work fault and the guest is unhappy, must try to control.3, it is difficult to control, should be temporarily avoided, such as emotional stability and then serve the guests.當(dāng)你遇到下級(jí)與客人爭吵時(shí)怎么辦？答：本著“客人總是對(duì)的”的原則。制止員工的爭吵，請(qǐng)他回避。向客人道歉，問明情況，為客人