Tell me something about your Department.
How do you ask the guest to fill in the form? Could you fill in this form, please?
If the restaurant is full, and the guest want to have meal, what you can suggest them?
Would you like to make a reservation at another restaurant in the hotel?
If the guest want to buy something, where they can go? surpermarket 超市
If guest smoke in the NO-smoking floor, what will you do?
I will say: I’m afraid you can’t smoke here, this is a No-smoking section.
What is the difference between room card and room key?
The room card has all the information on the guest’s booking, the
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hotel services and the hotel rules and regulations on. The guests should make sure that they have their room card with them all the time.
Room key is the key to the door.
What will you do if a guest want to talk to your manager?
I’ll phone the manager and ask him to arrange a suitable time for having a talk with the guest.
If a guest ask you to buy some medicine for him, what should you say to the guest?
Shall I call a doctor for you?
If there is something wong with the bill, what you have to say?
I’m terribly sorry, sir. There is a mistake on the bill. Please wait a moment while I correct the bill. 请您稍侯，让我更正一下。
How can you introduce yourself to the guest?
Let me introduce myself. I’m working for… My name’s…
What is the most interesting thing you have in this hotel? 你所在的这个酒店里，什么是最有趣的事情？
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How to show the way to guest?
Would please come this way? 请您这边走。
If a guest want to stay in your hotel for one day, what you have to ask him for check-in?
His surname, firs t name, nationality, permanent address, place and date of birth, signature.
姓名、国籍、永久住址、出生地和出生日期，签名。
What is a good topic to talk with a foreigner? The guest’s trip.
How many kinds of room do you have in your hotel?
Five：We have single rooms，double rooms, twin rooms, suites and deluxe suites.
单人间，大床间（双人间），双床间（标准间），套间，豪华间
If a guest sign the bill to his room, what you have to check and make sure?
How much he should pay and his room NO..
If a guest want change his money, where he can go, how to change?
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What is your daily work?
When the guest is unhappy, what will you do? I will say: I’m sorry to disturb you. Can I help you?
If the guest helps you something what will you say? Thank you for your help.
A guest want to check-in, what you should ask him? Have you made a reservation? What’s your name, please? May I see your passport? Could you fill in this form, please?
How to ask guest for the payment?
How would you like to make the payment?
How many rooms are there in your hotel? There are 160 rooms in my hotel.
When you want to pass the guest, what you have to say to the guest? May I come through, please?
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*If you made some trouble for the guest, how can you apologies him? I’m awfully sorry to have caused you so much trouble.
*How many ways can a bill be paid?
Three. We can settle a bill by cash, credit card and traveler’s cheques.
* What should you do if a guest spill a beverage or tea on the tablecloth? I will give the guest a napkin.
What should you do if you spill a beverage or some soup on a guest’s clothes?
I will say: I’m afraid I spilled beer/soup on your coat. I’m awfully sorry.
If a guest’s fork or spoon falls onto the floor, what do you do? I will get a clean one for him.
Sometimes, guest wants to take some food from a buffet party with them, how do you handle it?
I will say: I’m sorry you can’t take the food out, please enjoy it here.
During a meal, a guest has to leave the room to deal with something
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urgent. What should you do, as a waiter, with his food? I will pack the food for him.
How do you handle a guest’s child who is running in the dining room during a meal?
I will tell the child not to run in the dining room because the floor is slippery.
What should you do if you find that a guest is sick? I will ask him if he needs a doctor.
What should you do if a guest tells you that he has lost something? I will say: I’m sorry to hear that. Please don’t worry. I’ll try my best to find it.
What should you do if a guest complains about the quality of the food? I will say: Please do accept our apologies and be assured that we’ll do our best to improve our work.
What should you do if a guest give you something as a souvenir? I will say: That’s very kind, but no. Thank you.
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