河北省旅游饭店服务技能大赛前厅服务问答题(第42套)

河北省旅游饭店服务技能大赛前厅服务问答题
第四十二套
一、专用术语（英语朗读、汉语解释）
1、问讯处（information desk ）
它主要的职责是能准确向宾客提供各种宾馆内外的消息并回答宾客的询问，接待来访客人；及时处理客人的邮件、留言；分发、保管外出住客的房间钥匙。

2、前厅部（front office）
是饭店的首席部门，它设在饭店前厅，是饭店招徕客人，组织客源，销售客房，并为客人提供前厅各种系列服务的综合性部门。

二、中文疑难问题解答
1、酒店的发展有赖于服务质量的不断提高，英文service一词包含七个方面，请具体解释为service如何使服务的概念更加具体化？
(1)smile: Smile for every one .(微笑待客)
(2)excellence :Excellence in everything you do .（精通业务）
(3)ready: Ready all the time .（随时为客人提供服务）
(4)viewing :View every customer as special.（视每一位客人为特殊和重要的客人）
(5)Invitation: Inviting your customer to return.（邀请每一位客人下次再来）
(6)Creating: Creating a warm atmosphere.（为客人创造一个温馨的环境）
(7)Eye: Eye contact that shows we care.（用眼神表达对客人的关心）
2.服务用语中最忌讳的是“不”字，如何在服务中避免说“不”“不知道”“不行”？
（1）必须熟悉并牢记酒店服务项目、设施、营业时间及有关的业务知识和人员状况。

（2）微笑服务、使用标准规范语言。

（3）真诚、讲信誉。

（4）酒店服务已提高客人的满意度为最高原则
三、英文疑难问题解答
If the guest wants to loan a electric heater what would you like to do ?
Offer the service politely
Tell the guest your hotel have many articles on loan to the guest
Tell the guest to refer to the “Service Directory” of the room
四、阅读英语短文并回答问题
Singapore Hotel
The Singapore hotel is located in the southeast of the city, approximately a 20 minute drive from the railway station, 1 hour from the airport. An airport transfer service is available upon request. The commercial districts can be reached by car within 15-20 minutes。

For kids (or simply the young at heart!), Dreamland water sports park is within walking distance. A shuttle bus service is provided to the major sights and the airport.
This is a five star hotel and arguably one of the most impressive and beautiful hotels in the city. There are more than 300 rooms here of varying standards and facilities. The rooms here are nicely decorated in western style. Superior, deluxe rooms and presidential suites are all available. The hotel also has an Executive floor. All rooms are equipped with central air conditioning private bathroom, refrigerator, satellite TV, IDD telephone, tea and coffee making facilities and a safe.。