【正文】 40, when you encounter the lower and the guests when the quarrel how to do?
。向客人道歉，問明情況，為客人解決問題。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.當你遇到下級與客人爭吵時怎么辦？答：本著“客人總是對的”的原則。自己的不良情緒會造成工作失誤和客人不滿，要盡力去克制。但要避免單獨與客人合影。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，但應婉言謝絕。婉言謝絕。盛情難卻的話，則將小費及禮品交上級處理。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，客人向你贈送小禮品或小費時，怎么辦？答：對客人的盛情表示感謝。禮貌地向客人解釋，工作時間不便長談。如果情節(jié)嚴重或動手打人，應立即向上級報告，同時記錄詳細經過。如果是客人過激語言或行為，應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。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)不禮貌的行為時怎么辦？ 34, when the guests appear impolite behavior how to do?答：有理有節(jié)，不卑不亢。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”等節(jié)日敬語。如果用上述的辦法，客人仍未覺察到你要找他時，應掌握在客人談話的空隙征得客人同意，陳述打斷理由。當客人主動停下談話時，向其他客人表示歉意。s questions, you don39。經努力仍無法解答時也要給客人一個回音，并耐心解釋，表示歉意。不懂或不清楚，回答沒有把握的問題，請客人稍等，向有關部門了解后再做答復。 如果客人仍不清楚，則叫人去現(xiàn)場示范。 說話要注意態(tài)度和語言藝術，使客人不至于不懂使用房間設備感到有失面子而覺得難堪。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to inform the operator telephone DND (DND) do artificial DND and room service center.3, do a good job of record.4, out of date with the guests to cancel the contact DND. 當發(fā)現(xiàn)客人不懂使用我們的設備時怎么辦？ 答：首先向客人表示歉意，不能嫌棄和嗤笑客人。做好記錄工作。28, when the guests do not have a night to find how to do?Answer: 1, check whether the room has abnormal.2, to understand whether the guests in the other room.3, contact the reception unit, to understand whether there are arrangements for going out.4, if they do not know where to or can not be asked to report to the superior immediately, and pay close attention to the room.5, such as the room without any items to consider whether the guest to escape account.2當接到客人在房間休息要求任何人不要打擾并不接電話時怎么辦？答：確認房號、姓名和時間段。如不知其去向或無法打聽時立即向上級匯報，并密切注意該房間。了解客人有無在其他房間。如果是重大的失竊（價值較大）時，應馬上保護現(xiàn)場，立即報告保安部門，必要時要將客人的外出、該房間的來訪等情況提供有關部門協(xié)助調查處理。幫助客人尋找。做好事發(fā)經過記錄，查事故發(fā)生的原因，吸取教訓，防止類似的事情再發(fā)生。對所發(fā)生的事情向客人表示歉意，必要時進行補救措施。向上級匯報，通知相關部門進行特殊照顧。慰問病人。運送客人要避開公共場所。24, a Sunday, you received a floor attendant newspaper, a dozen group of guests on the floor zoukuo prayer. As an assistant manager, how should you do?Answer: 1, immediately to the scene to discourage guests.2, advise the guest to the city church.3, if no church, to provide guests with the meeting room.2 樓層服務員清掃房間時發(fā)現(xiàn)客人生病了，立即通知正在當班的你，你該怎么辦？ 25, the floor attendant to clean the room and found the guest is ill, immediately notify you are on duty, what should you do?答：對客人表示關切，簡單詢問一下病情。建議客人到市內教堂做禱告。23, a female guest to the newspaper, she often by some unidentified telephone harassment at night, how do you deal with?Answer: 1, to understand the details.2, to advise the guest room or confidential guest room number, all by telephone switchboard.3, notify the security department to take safety measures.2某星期日，你接到樓層服務員報，有十幾個團體客人在樓層走廓里做禱告。建議客人轉房或對客人房號保密，所有電話通過總機轉接?？梢詭屠呖腿宿D房。問清房號（包括嘈雜的）。s room number, and would like to interview, how should you deal with this?Answer: 1, refused to inform the room number, and explain the relevant provisions.2, asked the reporter to produce the relevant documents, to verify the identity.3, contact the reception department or the guest39。聯(lián)系接待部門或客人的助手、隨從，請他們安排。20, the guest has any objection to the bill do?Answer: 1, check the objection, error corrected in a timely manner.2, if the actual cost of the bill is higher than the budget of the guests, a detailed explanation.3, for rent expenses, express service to explain, let them know that the expenses are reasonable.4, it is wrong, immediately check the correct.2一位著名人士入住你的飯店，某人自稱是某某報社的記者，他要求知道該客人的房號，并想對其進行采訪，對此你應如何處理？答：婉言拒絕告知房號，并解釋有關規(guī)定。針對房租外的費用、加急服務要說明清楚，讓客人明白所支出的費用是合理的。19, the guests arrived at the checkout date but not leave, as a reception you should be how to deal with?Answer: 1, take the initiative to contact with the guests, to know the exact date of departure.2, pay attention to language skills, to avoid the guests misunderstanding us to drive them away.3. If there is any change in the rent, the guest shall explain to the guest.4, if the guest room is full, to explain the situation, and help the other hotel contact.5, apologize to the guest, and change the relevant information.客人對賬單有異議時怎么辦？答：檢查異議處，發(fā)現(xiàn)差錯及時更正。若當天房滿，則向客人講明情況，并幫其聯(lián)系其他酒店。注意語言技巧，避免客人誤會我們趕他們走。若客人確實喜歡此物品，可設法為其購買。告知客人物品確實找不到，會不會是來訪朋友或親戚拿走了，或是收拾行李時太匆忙而夾在行李里面了。Answer: 1, should in principle be declined the request, that is to seek the views of visitors to arrange room.2, if the next time to advise the guest room not s