第四屆全省旅游星級(jí)飯店服務(wù)技能大賽方案-資料下載頁
2024-11-09 11:05本頁面
【導(dǎo)讀】有關(guān)事項(xiàng)安排如下，請(qǐng)遵照?qǐng)?zhí)行。準(zhǔn)備，人員的安排；大賽決賽獲獎(jiǎng)決定的擬撰，獲獎(jiǎng)證書的制作；賽事宣傳工作；命題工作；大賽經(jīng)費(fèi)籌措及其他會(huì)務(wù)事宜。手比賽成績的評(píng)判；大賽參賽選手比賽計(jì)時(shí)、得分統(tǒng)計(jì)及排名等。預(yù)案制定及實(shí)施。保留2位數(shù)，第3位數(shù)4舍5入。對(duì)決賽中出現(xiàn)分?jǐn)?shù)相等的選手，現(xiàn)場加賽問答題最后確定獲獎(jiǎng)名次。手須服從裁判、裁判服從裁判組長。工進(jìn)行初賽，各項(xiàng)目選1名代表本飯店參加決賽。名截止時(shí)間為11月20日。各參賽隊(duì)需設(shè)領(lǐng)隊(duì)人員1名。（附件2）填寫完整后于11月20日前報(bào)至省旅游局行業(yè)管理處。10秒計(jì)算，超過1分鐘不予計(jì)分）。床架+床墊高度為45厘米。
【正文】 When the guest asks you to take her clothes for laundry by phone, what would you say? (I will pick up your laundry soon and may I have your room number?) 4. When you are going to clean the room for the guest, and the guest tells you it is not convenient for him now, what would you do? (I’ll ask the guest when it will be convenient and note it down in the logbook.) 5. When the guest calls the housekeeping service center, and wants an extra pillow, what would you say? (We will send one to you immediately, and may I have your room number?) 6. If the guest calls the housekeeping service center, and says he/she is very cold, how would you do? (I’ll tell the guest there is a blanket or quilt in the closet, or I’ll send him/her an extra blanket or quilt.) 7. When you are going to make turndown service for the guest, but the guest is working, what would you do? ( I would ask the guest if it is ok to do now, if not, when it will be convenient.) 8. If the guest calls the service center and says the bulb in his room is broken, what would you do? (I’ll apologize to the guest and tell him/her the electrician will be there soon.) 9. How would you introduce your guestroom to the guest? (I would tell the guest about the equipment, the views, the service guide, and security of the guestroom) 10. If the guest es to tell you that his room is smoky and he wants to change it. But you do not have another room available. What would you do to solve the problem? (I would first apologize for it and explain the situation to him and help him get rid of the smell by opening the window and cleaning the air.) （ 二 ） 中餐宴會(huì)擺臺(tái) 11. You are the waiter/waitress, and you want the guest to sign the bill, what should you say? (Would you please sign the bill, sir/madam?) 12. What would you say to the guest if you want to confirm his/her reservation? (May I confirm your reservation, sir/madam?) 13. What would you say to confirm the guest’s order? (May I repeat your order now?) 14. What is “Mapo Tofu”?(Mapo Tofu is spicy bean curd, it is a classical Chinese dish.) 15. When a guest calls to reserve a private room for dinner, what information do you have to know? (I have to know the date and time for the reservation, how many persons, and if there is any special requirement) 16. If the guest made a plaint about the dish, how would you do? (I would apologize to the guest, find out the reason, and change the dish or give him discount according to the situation.) 17. How would you introduce your restaurant to the guest? (I would tell the guest the business hours of the restaurant, the specialty, the popular dishes, the taste and so on.) 18. How would you introduce your restaurant to the guest? (I would tell him about the business hours, the specialties, and the special programs and so on) 19. When the guest finishes his dinner, and you want to know his suggestion, what would you say? （ I would ask the guest whether he has enjoyed the dinner or whether there is anything the hotel can do to improve.） 20. If the guest wants to have something which your restaurant doesn’t have, what would you say to him? ( Sorry sir. This is not available in our restaurant. But can I suggest some ...?) (三 ) 西餐宴會(huì)擺臺(tái) 21. After the guest pays the bill, and you want to express your good wishes, what would you say? (Thank you for your having chosen our restaurant and have a good time staying in our hotel.) 22. If the guest wants to know the business hours for breakfast, what would you say? ( The breakfast is served from 6:00 am to 10:00 am ) 23. If you learned that the guest would leave the hotel very early next morning. What suggestion would you give him? (I would suggest him to have his bills paid in the night in case there is hurry in the morning.) 24. What would you say to someone who walks into your restaurant for a meal? (Wele to our restaurant. Do you have a reservation?) 25. When the guest orders the beefsteak, what do you have to pay attention to? (How would the guest like it done: well done or rare.) 26. If you find that the guest leaves the restaurant without paying his bill, what would you do? (I would go and politely tell him that he has fotten to pay his bill.) 27. If the guest es to the Western Restaurant for Chinese food, what would you do? (I would say sorry to him and tell him where to go to have Chinese food.) 28. If the restaurant is full when the guest es, what would you say to the guest? (I would say “we are very sorry, but there is no seat available at the moment. Could you please just wait for a moment?”) 29. If the guest takes out his cigarette and starts smoking in a nonsmoking area in the restaurant, what would you do? ( I would go to him and politely tell him that this is a nonsmoking area and ask him to smoke in the smoking area.) 30. While you are on duty. What would you say if the guest invites you to a drink? (I would tell him that I am working. So I’m not supposed to accept the guest’s invitation. But I would thank him all the same.)
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