酒店常见宾客100问.doc

酒店对客服务之百问百答 The hotel guest service cent answer questions在横店酒店中，客人的提问是没有一个固定的模式，范围也没有任何限制的，我们将最新收集到的客人常问话题汇总分析，分别汇总整理出酒店前厅对客服务100个问题，餐饮对客服务100个问题，客房服务对客100个问题等，内容囊括了横店各酒店设施设备及景区风土人情等几个方面。In the Heading Hotel, the guests question is not a fixed pattern, there is no limit to the scope of. We will go to the latest collection of guests often ask topic summary analysis, respectively collecting and sorting out the hotel front office customer service 100 questions, 100 catering to the customer service, room service customer 100 problems, the contents include the Heading the hotel facilities and scenic customs.1、酒店到各景区的距离有多远？1、How far is the distance from the hotel to the scenic spots?2、哪儿有出租车？2、Where is a taxi?3、酒店外面的街区上有到各景区的出租车服务？3、On the street outside the hotel has a taxi service to the scenic spots?4、酒店内有寄存行李的服务吗？4、Does hotel offer service of leaving off luggage?5、酒店前厅部提供此项服务 5、Hotel lobby of the Department to provide this service6、酒店内哪个部门提供邮寄服务？6、Which department in the hotel to provide mail service?7、酒店前厅部提供此项服务7、Hotel lobby of the Department to provide this service8、酒店内哪个部门提供住客横店一日游？8、Which department in the hotel offers a one-day tour of Heading?9、酒店营销部提供此项服务9、Hotel marketing department to provide this service10、哪儿有卖小纪念品的商店？ 10、Where is the shop for souvenir?11、各景区都有卖小纪念品的商店11、All scenic spots are selling small souvenirs shop12、ATM机在酒店的哪个区域？12、Where is the ATM in the hotel?13、ATM机即银行自动取款机，目前酒店还没有此项服务。13、ATM machine that the bank automatic teller machines, the current hotel has not this service.14、酒店哪个部门提供兑换零钱服务？14、Which department of the hotel provides change service?15、酒店前台提供此项服务 15、The Front Desk offers this service.16、酒店何部门提供留言服务？16、Which department offers Message service?17、酒店前台提供此项服务17、 Hotel front desk to provide this service18、酒店客房结帐时间至中午12时18、Hotel check-out time to noon 12 19、结帐时是否可使用信用卡？19、you use a credit card when you check out?20、可以20、sure21、横店影视城共有几家酒店？21、Heading film and television city a total of several hotels?22、横店影视城共有3家四星、4家三星、26家经济性酒店22、 Heading film city a total of 3 four-star, 4 Samsung, 26 economy hotel23、Check-in和Check-out的时间？23、Whats the time for Check-in and Check-out?24、Check-in的意思是入住登记，Check-out指结帐离店。 一般来说，中午12:00以后办理Check-in，下午2:00之前办理Check-our。具体情况会根据营业情况作调整，详情请洽各酒店总台。24、Check-in: reporting ones arrival, as at a hotel desk; Check-out: leaving a hotel after paying the bill. Generally, Check-in is not transacted until 12 a.m. Check-out is transacted in 2 p.m. It will be adjusted according to the business situation, Please connect the Front Desk on ext. 1. for details.25、酒店何部门可提供兑换外币服务？25、Which department offers the service of exchanging the foreign currency?26、酒店前台可提供此项服务26、The Front Desk in the hotel offers this service.27、 可否使用信用卡做CASH PAID OUT？27、Whether or not can the guests us credit cards to CASH PAID OUT?28、CASH PAID OUT是指信用卡提现付帐。宾客可通过ATM机提取现金或是使用信用卡在前台做（有限额规定），使用者在提款时需按提示输入密码。28、The guests can draw the cash from ATM in the lobby or paid out at the Front Desk by International Credit card( with limited amount). The user should enter Pin Number upon the instruction given by the machine.29、 酒店何部门提供礼品包装服务？29、 Which department offers the service of packing the presents?30、酒店小商品店可提供此项服务。30、Hotel small shop can provide this service31、酒店大堂在哪？31、Where is the hotel lobby?32、酒店大堂一般在你办理入住登记的地方32、The hotel lobby is where you check-in.33、酒店是否有家庭房入住？33、Does the hotel have a family room to live in?34、目前酒店还没有家庭房提供34、At present, the hotel has no family room to provide35、酒店的洋酒品种有哪些品种？35、The hotels wine varieties which breed?36、 Martini (Dry/Resso) 马天尼（白/红）；37、Campari金巴利38、Vodka/伏特加：39、Smirnoff/皇冠40、RUM/朗姆酒：41、哈瓦那俱乐部（Havana Club）；42、Bacardi（百家得）43、 Gin/金酒：44、Premium Scotch Whisky/高级苏格兰威士忌：45、酒店是否有行政酒廊？45、Does the hotel have executive lounge?46、酒店的早餐时间？46、Breakfast in the hotel? 47、7:00am10:00am47、7: 00am 10: 00am48、酒店供应的早餐是自助餐还是点菜？48、Whether the breakfast offered by the hotel is buffet or a la crate?49、 酒店供应的早餐是自助餐49、Breakfast is served at the hotel buffet50、酒店供应早餐是中式还是西式的？50、The Chinese breakfast or Western?51、酒店供应中式早餐，但含西式类食品。51、Hotel supply of Chinese style breakfast, but with western style food.52、同一家公司都入住酒店行政楼的客人，可否使用免费会议室？52、The same company, the executive floor of the Check Inn Hotel guests, can use free conference room?53、要依据酒店规定执行53、To perform according to the hotel regulations54、行政酒廊的电话号码是多少？54、How much is the executive lounges telephone number?55、 行政酒廊电话号码：0579-XXXXXXXX56、客房至客房的电话怎么打？56、 How to make the call between the rooms?57、先拨X，在直拨房间号码 57、Dial XXX first, then dial the room number directly.58、客房内电话机上的灯为什么会亮？58、Why the light of the telephone in the guest-room shall glitter?59、留言显示灯闪烁意为有留言，酒店留言有两种：语音留言和书面留言 59、The glittering light means there is a message. There are two kinds of messages: sound message and letter.60、外线怎么打？60、How to call outside?61、 市内先拨XXXX，再直拨电话号码61、For local call dial XXXX first, then dial the number directly.62、国内，国际先拨XXXX，再拨区号及电话号码62、For IDD/DDD call dial XXXX first, then dial areacode and telephone no.63、怎样听取语音留言？63、How to get the sound message?64、可直接在客房内电话留言灯上按下按钮听取留言。64、Pressed the bottom of message light on the telephone from the guestRoom.65、如何获得国家代码和地区代码？65、How to get the country code and district code?66、可向酒店商务中心和总机查询，客房内的黄页亦可供查询。66、It can be inquired from the Business Center and Operator. It can also be looked up in the Yellow Pages in the guest rooms.67、如何获得网络号码？67、How to get the network number?68、可向酒店总机查询。68、It can be inquired from the Operator.69、酒店市内电话、国内长途和国际长途的收费标准？69、Whats the standard charge of the local call, DDD and IDD?70、市内电话免费70、Free of charge71、国内长途：XXXX元/分钟71、Domestic long distance: XXXX yuan / min72、国际长途：港澳台地区XXXX元/分钟72、International long distance:Hong Kong, Macao and Taiwan regions XXXX yuan / minute73、其他地区XXXX元/分钟。73、Other areas XXXX yuan / min.74、Check-out时计入房帐，免收服务费。74、Check-out is included in the House bill, free of service charg75、酒店订房电话号码、传真号码是多少？75、Hotel booking telephone number, fax number?76、房内如何上网？ 76、How to access the inter-net in the room?77、免费宽带上网系统77、high speed broadband Internet access system78、酒店何部门提供代订火车票和机票服务?78、Which department offers Ticket service?79、酒店商务中心提供此项服务79、Business Center offers this service.80、酒店哪能上网？收费标准？80、Where to access the inter-net? Whats the standard charge?81、酒店客房内提供免费宽带上网服务。81、Free broadband Internet access in Hotel rooms.82、酒店的网址？集团总部的网址？82、Whats the website of the hotel and our Headquarter?83、免费订房电话是多少？83、Whats the Toll free Number?84、中国地区为0579-XXXXXXXX84、The number of China is: 0579-XXXXXXXX85、如何咨询各酒店、景区的电话号码？85、How to consult the hotel, the area of the phone number?86、可向酒店总机总台询问86、Ask the hotel operator station87、如何查询其他国家和地区的电话号码？87、How to check the telephone number of other countries and regions?88、可向酒店前台、商务中心、总机查询88、We refer you to the hotel front desk, business center, switchboard89、酒店是否提供自动洗衣服务？89、Does hotel offer the automatic laundry service?90、酒店暂时不提供此项服务90、The hotel doesnt offer this service for the moment.91、如何获得气象信息？91、How to get the weather information?92、可向前台或总机查询气象92、To the receptionist or operator check weather93、酒店内有医生和药房吗？93、Is there a medical service in the hotel?94、酒店暂时不提供此项服务94、The hotel doesnt offer this service for the moment.95、自助餐时可否带走食物？95、Is it permitted to take away food while buffet?96、一般来说不允许96、Its not permitted generally.97、作为前台接待员，你认为应具备哪些能力？答：1、熟练前台业务；2、了解饭店设施设备和服务项目；3、快速准确地提供有关问讯服务；4、运用心理学知识，针对身份不同的宾客选择不同的沟通方式。97、as a receptionist, what do you think should have?Answer:1, familiar with the front desk business;2, understanding of hotel facilities and equipment and services;3, provide the fast information service accurately;4, the use of psychological knowledge, for the identity of different gue sts choose different ways of communication.98、良好的服务意识主要表现在哪些方面？答：1、热爱旅游事业，热爱旅游工作；2、有责任心和荣誉感，关心和体贴每一位宾客；3、自觉地加强自身的业务素质和思想修养。98、a good sense of service mainly in what areas?Answer: 1, love to travel, love the work of tourism;2, have the sense of responsibility and honor, care and considerate of every guest;3, consciously strengthen their own business quality and ideological tr aining.99、总台服务中有哪些具体的推销方法？答：1、根据不同对象、不同宾客适时推销；2、利用优势、特色进行推销；3、利用包价内容帮助推销；4、主动询问，及时向宾客提出合理建议；5、带领客人参观设施，进行现场推销，吸引宾客； 6、适时向宾客推荐饭店的其它服务项目。99、what are the specific marketing methods? Answer: 1, according to different objects, different guests timely marketing;2, the use of advantages, features to sell;3, the use of the contents of the package to help promote the sale;4, take the initiative to ask, timely advice to the guests;5, to lead the guests to visit the facilities, to conduct on-site sales, to attract guests;6, in time to recommend the hotel to the guests of the other service s.100、按照公安局有关旅馆住宿登记的规定，客人入住登记时需填写哪些内容？答：1、姓名，性别，年龄，有效证件号码，工作单位，家庭住址，何处来，何处去，抵达及离店日期，同住人及关系，本人签名。2、外国客人另外还需填写护照号码、签证号码、种类及有效日期，入境日期等。100、in accordance with the provisions of the Public Security Bureau of hotel accommodation registration, guests in the registration required to fill in what content? Answer: 1, name, sex, age, number of effective certificate, work units, home address, where, where to go, arrival and departure date, and live, I signed.2, foreign guests also need to fill in the passport number, visa number, type and effective date, date of entry, etc.前台 客人嫌入住手续太繁琐，不愿填写登记卡时你怎么办？答：1、解释入住登记的有关规定。2、帮客人填写，并请其签名。3、将客人资料存档，以后在入住前帮客人填好登记表。5, the guest too cumbersome, do not want to fill in the registration card when you do?Answer:1, to explain the relevant provisions of the registration.2, to help guests fill in, and please their signature.3, the guest information file, in the future to help guests fill in the registration form.6、一位语无伦次、精神明显不正常的客人来总台要求入住，你应如何处理？答：1、婉言拒绝其入住。2、请保安人员将该客带离公共场所。3、联系派出所帮助处理。6, a spirit of incoherent, obviously not normal visitors to the station and asked for, how should you do?Answer: 1, declined the occupancy.2, please security personnel will be away from the public places.3, contact the police station to help deal with.7、在你当班时，有一位身着奇装异服、举止特殊的男士前来问讯，你该如何接待？答：1、尊重客人的个人爱好和风俗习惯。2、不进行围观、嘲笑、议论、模仿或起外号。3、详细了解客人的问讯范围，并提供正确、快捷的问讯服务。 7, you have a duty, dressed in outlandish costume, special manners of men to help, how do you receive?Answer: 1, respect for the guests of personal hobbies and customs.2, do not crowd, ridicule, discussion, imitation or nickname.3, a detailed understanding of the guest information range, and providing accurate and fast information service.8、客人要求加床时怎么办？答：1、迅速答复客人，并告知加床收费标准。2、通知房务中心将床加进房间。3、加床前应检查床是否牢固好用，避免发生意外事故。4、配备床上用品及增加一套用品。8, request the extra bed do?Answer: 1, a prompt reply and inform the guest, extra charges.2, notify the room service center will be added to the room.Check whether the firm is good, with 3 beds before bed, to avoid accidents.4, with bedding and add a set of supplies.9、 客人要求在房间摆放鲜花、水果时怎么办？ 9, the guests asked to put flowers in the room, fruit, how to do?答：1、了解客人所需鲜花、水果的种类、色彩、数量和摆放形式，并记下房号和姓名。2、按要求进行摆设，要注意技巧，避免客人禁忌的花，水果要消毒。3、尽量了解客人摆放鲜花水果的原因，进一步做好细致的服务，如是客人生日，则向客人表示祝贺等。Answer: 1, what the customer required flowers, fruit type, color, quantity and placement form, and the note of the room number and name.2, according to the requirements of the equipment, to pay attention to skills, to avoid the guests taboo flowers, fruit to disinfect.3, as far as possible to understand the reasons for the guests placed flowers and fruits, and further do a good job of detailed service, such as the birthday of the guests, the guests said congratulations, etc.10、当入住登记时知道当天是客人生日，你应怎么办？答：1、应通知公关部，以便及时为客人准备生日蛋糕和鲜花。2、客人在房间时将蛋糕、鲜花及总经理名片一同送往房间，以示祝贺。3、送蛋糕要跟上餐刀、叉、碟等，如遇其他客人前来祝贺要热情接待，及时撤换和补充茶水、茶具等，让客人度过欢乐的生辰。10, when the check-in guests know the day is your birthday, how should I do?Answer: 1, should inform the public relations department, to provide guests for a birthday cake and flowers.2, the guest in the room when the cake, flowers and general manager of name card to room, congratulation.3, send a cake to keep up with the knife, fork, a disc and, in case of other guests came to congratulate to the warm reception, promptly replace and supplement of tea, tea, let a guest spend happy birthday.11、 一客人中午11：00AM来登记入住，但房间尚未搞好卫生，你应如何处理？ 11, a guest at noon to 11:00AM to check in, but the room has not yet do a good job in health, you should be how to deal with?答：1、向客人道歉，说明退房时间是12：00AM，所以许多房间还未来得及整理。2、建议客人先办登记手续，然后请他们先用餐或休息，我们马上通知服务员尽快打扫房间。3、对客人的合作表示感谢。Answer: 1, to apologize to the guests, the check-out time is 12:00AM, so many rooms have not had time to sort out.2, it is recommended to do the guests first registration, and then ask them to dine or rest, we immediately notify the staff as soon as possible to clean the room.3, thank you for the cooperation of the guests.12、 如果客人上房后，打电话来说他不喜欢这间房，要求转房，你应如何处理？ 12, if the guest room, calls he doesnt love this room, you should turn the real requirements, how to deal with?答：1、了解客人不喜欢的原因以及他喜欢什么样的房间。2、条件允许，则按客人要求帮其转房并更改资料。3、不能满足客人要求，则向其道歉、并解释原因。4、做好交班，为客留意其喜欢的房间类型，一有空出，立即帮他转房。 Answer: 1, to understand the reasons why the guests do not like and what kind of room he likes.2, the conditions permit, according to the guests asked to help the transfer of the room and change the information.3, can not meet the requirements of the guests, the apology, and explain the reasons.4, make shift, pay attention to the love room type for the passengers, there is a vacant room immediately to help him. 13、 一位客人前来登记入住，他说他的朋友李先生已订了房，而李先生迟一点才到，他自己先入住李先生的房间，你应如何处理？ 13, one of the guests come to check-in, he said his friend Mr. Li has booked a room, and Mr. Li later arrived, his own move into Mr. Lis room, you should how to deal with?答：1、查清李先生有无交代。2、如李先行无交代，在有房间的情况下，可请该客另开一间房。3、李先生到达时，与其确认。Answer: 1, Mr. Cha Qingli has no account.2, such as Li first no account, in a room under the condition of the guest can please open a room.3, when Mr. Lee arrived, and its confirmation.14、 某日，一客人打电话订下个星期六的标准房，但根据预测显示，那一天的标准房间已订满，此时你如何处理？ 14, someday, a guest call book next Saturday in a standard room, but according to the forecast, the day standard rooms have been booked. At this time, how did you handle it?答：1、向客人说明那一天的标准房已订满。2、向客人推销其他种类的房间。3、将客人纳入“等候订房名单”中（即WAITNG LIST）。4、留下客人通讯号码，一有标准房空出，立即与客人确认。5、如客人实在不愿意，可向客人介绍其他酒店。Answer: 1, to the guests that the day of the standard room has been booked.2, to the guests to sell other types of rooms.3, guests will be included in the waiting reservation list (WAITNG LIST).4, leave the guest communication number, a standard room vacated, confirm with the guest immediately.5, such as the guests are not willing to introduce other hotels to the guests.15、 某公司秘书张小姐打电话帮其公司几名职员订房，但她不知道该职员的姓名，你如何处理这一订房？ 15, a company secretary Miss Zhang call help the company several staff room, but she doesnt know the employees name, how do you deal with a reservation?答：1、向张小姐说明无客人姓名订房给客人所带来的不便。2、请张小姐尽量去了解客人姓名，并及时通知我们。3、建议张小姐先用公司订房，并通知其公司职员。Answer: 1, to Miss Zhang is not the guest name brought inconvenience to guests.2, please Miss Zhang as far as possible to understand the guests name, and promptly notify us.3, Miss Zhang suggested first with the company reservation, and inform the employees of the company.16、一位客人退房时，要求预定下一年同期的房间，你应如何处理？答：1、记下客人的详细要求。2、提醒客人明年的房价有可能变化。3、请客人留下联系地址或通讯号码，到时好确认。16, a guest check out, the request for the next year in the same period of the room, you should be how to deal with?Answer: 1, to note down the details of the requirements of the guests.2, to remind the guests next years prices are likely to change.3. Please contact the guest to leave the contact address or the correspondence number, then good confirmation.17、一位以全价入住的客人在退房时说房租太贵，房间的设施、种类他均不喜欢，要求按七折收费，你应如何处理？17, a full price check in the guests at the time that the rent is too expensive, the room facilities, he did not like the kind of requirements by thirty percent off charges, you should be how to deal with?答：1、原则上应婉言拒绝其要求，说明入住时是征求客人意见才安排房间的。2、建议客人下次若对房间不满意，应尽早通知我们换房。3、问客人对房间有何意见，以便我们今后改进。4、向客人介绍酒店其他类型的房间，欢迎他下次光临。5、若是淡季或该客曾住过我店，可视情况给予一定的优惠。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 satisfied, shall notify us as soon as possible to wards.3, ask the guest opinion on the room, for our future improvement.4, to the hotel guests on other types of rooms, he welcomed the next visit.5, if the guest or off-season lived in our store, depending on the circumstances given certain concessions.18、 饭店房间内的物品被客人拿走，这是常有的事，当你发现某住客拿走了房间里诸如电视遥控器之类的物品，而该客人正在结账离店，你有什么办法既能让客人交出饭店之物品、使饭店不受损失，而且不至于令客人感到难堪？ 18, the items in the rooms of the hotel are took the guest, it is constant some thing, when you find a guest took such as TV remote control items in the room, and the guest is check-out, you have what method can let a guest to produce items of hotel, the hotel is not affected by the loss of, but not go so far as to make the guest feel embarrassed?答：1、婉转地请客人提供线索帮助查找。2、请客房服务员再次仔细查找一次。3、告知客人物品确实找不到，会不会是来访朋友或亲戚拿走了，或是收拾行李时太匆忙而夹在行李里面了。4、客人不认同则耐心向客人解释饭店的规定，请求赔偿。5、若客人确实喜欢此物品，可设法为其购买。Answer: 1, I ask the guest to help find clues.2, please find a room attendant carefully once again.Did not find the 3, inform the guest items, will not be visiting friends or relatives away, or pack too hastily and caught in the luggage.4, the guests do not agree to the provisions of the hotel will patiently explain guest request compensation. 5, if the guests really love this item, can try to buy it.19、客人到了退房日期但仍未离去，作为接待你应如何处理？答：1、主动与客人联系，了解其确切的离店日期。2、注意语言技巧，避免客人误会我们赶他们走。3、客人续住的房租若有变化，应向客人说明。4、若当天房满，则向客人讲明情况，并帮其联系其他酒店。5、对打扰客人表示歉意，并更改有关资料。19, the guests arrived at the check-out 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.20、客人对账单有异议时怎么办？答：1、检查异议处，发现差错及时更正。2、若账单上的实际费用高出客人的预算，详细解释。3、针对房租外的费用、加急服务要说明清楚，让客人明白所支出的费用是合理的。4、确属错漏，立即查核更正。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.21、一位著名人士入住你的饭店，某人自称是某某报社的记者，他要求知道该客人的房号，并想对其进行采访，对此你应如何处理？答：1、婉言拒绝告知房号，并解释有关规定。2、请该记者出示有关证件，核实身份。3、联系接待部门或客人的助手、随从，请他们安排。21, a famous person in your hotel, someone claiming to be a newspaper reporter, he asked to know the guests 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 guests assistant, follow, please arrange for them.22、深夜，客人来电话说隔壁的客人很吵，无法入睡，应如何处理？答：1、向客人表示歉意。问清