The test questions for Lijiang’s Intermediate Hotel Certificate Examination last year? 100 points

Hotel Management Interview Questions

1. Please list the names of the well-known economic hotel chains in China (including national brands and international brands) and make a simple comparison. Please explain the organizational structure of a general hotel management company and how the hotel management company monitors its individual hotels.

01. General hotel management company organizational structure: Board of Directors - President - Vice President - Administrative Office, Expert Group - Hotel Management Department, Headhunter, Finance Department, Training and Development Department

02. Organize a team of experts to conduct secret inspections, check financial statements, and understand customer feedback.

2. How do you think you can become a qualified general manager of a hotel management company (or what conditions or qualities a general manager of a hotel management company should have), the general manager of a hotel management company and an independent hotel What is the difference between general managers?

01. I believe that a qualified general manager of a hotel management company should have noble professional ethics and work style, professional management skills, rich management experience, flexible management ideas and quick adaptability. possess the basic qualities.

02. I think: the general manager of an independent hotel should maximize the benefits of his own hotel as his main goal; the general manager of a hotel management company should not only consider maximizing the benefits of the independent hotel, but also consider the benefits of his own hotel management company. Magnificent development.

3. From the perspective of comprehensive management of budget hotels, please discuss what are the characteristics of budget hotels in terms of operation and management, and how are they different from traditional star-rated hotels?

01. Economy hotels revolve around the characteristic development ideas of "small but complete, small but refined" and make full use of the characteristics of the surrounding environment for operation and management.

02. Budget hotels are relatively cheap, have a clean and comfortable environment, and are safe and secure. Different from ordinary star-rated hotels, budget hotels do not have spacious lobbies, swimming pools, bars, or entertainment. rooms and other supporting facilities. The front desk, guest rooms, and restaurants are the three elements that make up a budget hotel. Some business activities such as copying, faxing, and typing are handled by the front desk.

4. If you are the general manager of a newly established economic chain hotel management company, talk about where you will start to build a brand and promotion network, or how to better manage the hotel and make it more popular. Maximize the efficiency of business operation and management?

01. Develop a standardized, standardized, personalized, programmed, and scientific management model;

02. Develop a feasible marketing plan;

03. Enter the market with group development ideas as the entry point;

04. Promote through the Internet, radio, newspapers and other media;

05. Discover customers from enterprises and institutions to consolidate customer sources , to ensure hotel operating profits.

Grand Hotel Training Questions

1. Fill in the blanks

1.

The purpose of this training is to improve service quality, but also to meet the needs of competition and development.

2.

At present, the difference between our hotel and other star-rated hotels lies in poor hygiene, insufficient enthusiasm, and lack of atmosphere like a star-rated hotel.

3.

Hotel guests refer to anyone who visits or spends money in the hotel. They can be divided into consuming guests and non-consuming guests.

4. The most important product a hotel provides to its guests is service. "

5.

The characteristics of hotel products are comprehensiveness, directness, non-storability and unstable quality.

6.

Service quality is the foundation of image, the basis of competition, and the source of wealth.

7.

The six characteristics of service quality are functionality, economy, and safety. , speed, comfort, and civility.

8. Evaluate service quality based on feelings, which are embodied in the "five senses"

That is, comfort, value for money, and safety.

9.

Quality service = standard service + extraordinary service.

10.

Excellent service specifically includes good etiquette and courtesy, excellent service attitude, rich service knowledge, skilled service skills, fast service efficiency, complete Service items, flexible service methods, scientific service procedures, complete service facilities, reliable security, elegant service environment, and high-quality food supply.

11.

Have a good service attitude. Specifically, when serving guests, waiters must be serious and responsible, proactive, enthusiastic and patient, meticulous and thoughtful, civilized and polite.

12.

In service work, we should put an end to shirk, coping, perfunctory, prevarication, indifference, frivolity, boredom, arrogance and indifference.

13.

In hotel service work, the two issues that are most likely to cause complaints from guests are complaints about service attitude; second, complaints about service efficiency

14. The international standard for room attendants to clean up 16-18 rooms per day, the domestic standard is 10-15, and the standard time to clean up one room is 25-30 minutes

.

15. Extra services for customers to temporarily add items are usually completed within 10

minutes.

16.

When the front desk is busiest when receiving guests, they should receive one, answer two, and greet three.

17.

The two basic viewpoints that should be followed in respecting customers are one. Customers are God, our food and clothing parents, and the customers are always right.

18.

Customer personalities can be divided into: ordinary type, arrogant type, taciturn type, acute type, social type, stubborn type, gentle type, wordy type, forgetful type , wasteful type and ten other types.

19.

The taboos of guests in social interactions include disrespecting guests, fussing over everything, making judgments about customers, going back on their word, not being trustworthy, not having appropriate addresses, because customers are not familiar with the items. Not understanding and using it incorrectly caused the waiters to laugh. The waiters whispered to each other in front of the guests, and they were overly familiar with the customers and their words and deeds were inappropriate.

20.

Customers generally want to vent, respect, and compensate.

21.

The basic principle of handling guest complaints is to sincerely help guests solve their problems, never argue with guests, never harm the hotel’s interests, never belittle others at will, and never turn in superiors. contradiction.

22.

The types of guest complaints include complaints about facilities and equipment, complaints about service attitude, complaints about service quality, and complaints about abnormal situations.

23.

During the service operation process, the tools and equipment should be used with three knowledges and three skills. The content is to know the principles, know the performance, know the purpose, know how to use it, and know how to maintain it. , will maintain it. :

24.

You must wear work clothes during working hours, wear your work number plate on the upper left chest, wear black leather shoes and socks similar to your skin color, and are not allowed to wear heavy makeup or dye your hair. , keep long nails, apply colored nail polish, and are not allowed to wear colored glasses.

25. You must arrive at work 15 minutes in advance for shift handover. If you are late for less than 5 minutes, you will be fined 1 point. If you are late for more than 30 minutes, you will be treated as absenteeism.

26.

Smoking is prohibited in public areas of the hotel and at work stations during the shift. Drinking and alcoholic beverages are not allowed four hours before the shift and during the shift.

27. When answering the phone, you should pick up the phone within 3 rings

, greet first and then report your position. Avoid the word "Hello".

28. Appearance refers to the posture and demeanor shown by people's behavior in social activities. When standing, you should draw in your abdomen, hold your chest up, look straight ahead, have a natural expression, and smile. The arms hang naturally or cross naturally in front of the body, and the right hand is placed on the left hand. When a woman stands, her feet form a V

shape, with her knees and heels close together. When a man stands, his feet are shoulder-width apart.

29. When giving directions to guests, you should straighten your arms, keep your fingers together naturally, palms upward, with the elbow joint as the axis, pointing forward. At the same time, your eyes should be looking at the target and taking into account whether the other party has seen the instructions. Do not use one-finger flicks when introducing or indicating directions. PV\'A

30.

When handing something to a guest, you should offer it with both hands.

31. The English word for room service is Romse yvice.

32.

When walking, try to keep to the right and do not walk in the middle. When leading guests, let the guests or The superior walks on his right.

33.

When going upstairs, the guest is in front, when going downstairs, the guest is in the back, and when three people are traveling together, the guest is in the middle.

34.

The level of service represents the level of social civilization.

35.

The main norms of hotel professional ethics are enthusiasm and friendliness, guest first, sincerity and fairness, credibility first, civility and courtesy, quality service, compliance with laws and regulations, integrity and unity, and unity. Collaborate, consider the overall situation, study business, and improve skills.

Two. True or False Question_

1.

The main product provided to hotel guests is service, so it has the characteristics of comprehensiveness, directness, non-storability and unstable quality. (Yes)

2.

Politeness and courtesy are what waiters must do at work. (Wrong)

3.

The quality of hotel products is the quality of service. (Wrong)

4.

Bracelets, bracelets, rings, earrings, etc. are not allowed to be worn at work, mainly to facilitate cleaning and cleaning. (Wrong)

5.

It is understandable that the waiter was in a bad mood due to family issues, and showed a dull expression. (Wrong)

6.

Coughing, sneezing, burping, and yawning in front of guests are normal physiological phenomena and there is no need to avoid them. (Wrong)

7.

When the waiter was pouring tea for the guest, the guest tapped his finger on the table to indicate that he wanted the waiter to pour more tea. (Wrong)

8.

When introducing guests, the older ones should be introduced to the younger ones, and those with higher positions should be introduced to those with lower positions. (Yes)

9.100-1=0

It refers to a link where poor service appears on one person, and the high-quality service and hard work of employees in all other positions will be in vain. The land is wasted, and the good hotel image no longer exists in the minds of guests. (Yes)

10.

Guests’ code of conduct must be strictly implemented in accordance with the hotel’s policies. (Wrong)

11.

Hotel professional ethics refers to the behavioral norms and codes of conduct that people working in the hotel industry should abide by throughout the entire process of professional activities. (True)

12. The English abbreviation of our store is NAN CHONG HOTCL.

(Wrong)

13.

In the hotel In any position, any guest you meet should be greeted with honorific titles and job titles. (Wrong)

14.

Customer satisfaction with hotel services is a measure of the quality of hotel services. (Yes)

15.

The most admirable skill of a waiter is that he can see at a glance the needs that the guests are most interested in and provide corresponding services based on the actual situation. (Yes)

Three. Short answer question Y

1.

How should we handle when a customer asks us to do something on our behalf?

Answer: 1

As long as we can meet the requirements of our guests, we will be happy to help. When a customer asks us to do something for him, he should ask us about the content of the thing, including the product name, quantity, size, color, shape and time requirements, etc. We should collect the payment in advance from the customer and notify the relevant personnel to handle it.

2

. When handling things for guests, we must be accurate, clear, and timely, that is: accurate things; clear accounts and clear procedures; timely delivery, timely return, and timely request for instructions. Report promptly.

2.

What should you do when you feel bad at service work?

Answer: 1

At work, no matter your mood is good or bad, you must be enthusiastic and courteous to your guests.

2

No matter what the circumstances, you should forget your personal affairs and devote your energy to your work. You should always ask yourself whether you can be polite in your service. Smile and make a pleasant impression.

3. As long as you remember the word "polite" at all times

, you will be able to control your words and deeds during the service process and provide guests with quality services.

3. Briefly describe the main responsibilities of your position? b

Answer (omitted)

4

Briefly describe the working procedures of your position?

Answer: (omitted

5.

What should you do when a guest asks a question that you don’t know and can’t answer?

Answer : 1

First of all, in addition to having a good service attitude, skilled service skills, and rich business knowledge, waiters should also be familiar with the general situation of the company and social conditions. This way, they can try their best to avoid problems. When a guest asks a question, he or she does not understand or is unclear about it and is unable to answer it; Please ask the guest to wait for a while and ask the relevant department for advice or inquiry before answering. If the question is complicated and you cannot understand it at once, you can ask the guest to go back to the room and wait for a while. After trying hard, you still cannot answer the guest. When answering, you should give the guest a reply, explain patiently, and express your apology.

3. Do not use "I don't know", "I don't understand" or "I don't know" when asking questions. or "I think", "maybe"

To reply to the customer

6.

What should I do if something goes wrong during the service process? /p>

Answer: 1. First of all, when we serve our guests, we must do our best to do the work perfectly and properly with a serious and responsible attitude to avoid mistakes. 2. If there are any mistakes. , if the guest is present, you must first express your apology, and then take remedial measures in a timely manner. 3. Afterwards, you must carefully find out the reasons and learn lessons to avoid similar mistakes. 4. No mistakes should be made. Conceal it. If you can't solve it yourself, ask your superiors for instructions immediately to avoid causing a big accident.

How to handle customer complaints correctly?

8.

What are the techniques for establishing good customer relationships?

Answer:

(omitted)

9 .

How should you respond when a guest loses his temper and scolds you?

Answer: 1

It is the waiter’s responsibility to receive the guests, even if he is criticized. When a guest scolds you, you should also do a good job in reception.

2

When a guest gets angry and scolds you, keep a calm attitude and carefully check whether your work is deficient. Wait for the guest to calm down before giving a polite explanation and apology. Never quarrel or curse with the guest.

3

If the guest's anger has not calmed down, you should report it to the leader in time. Report.

10.

What do you think should be done when a customer is found in a public place?

Answer: 1. Because customers are generally more face-conscious, especially those with higher status.

Therefore, when you find a running order and find a customer in a public place, you must first consider the customer's face-saving mentality, first ask the customer to one side, and then speak in a low voice and pay attention to the use of language skills, such as "I'm sorry, sir, because of our Due to negligence in work, you still have missing payment receipts (for drinks, snacks, room charges, etc.). Can you please check it now? "After paying, the guest should say: "I'm sorry to bother you, thank you."

2. If we do not do this, but directly say in public, especially when guests are with friends: "There are still documents and no money has been paid".

It will be It makes the guest feel embarrassed and disgusted, and even refuses to acknowledge the bill for the sake of face, which makes the collection work difficult; at the same time, this is also a discourteous behavior.

====== ================================================== =====

Hotel Management and Practice Questions (10)

1. Fill-in-the-blank questions (1 point for each blank, ***20 points)

1. The service quality assurance system is composed of several interrelated aspects such as: /p>

3. The service of the front office determines guest satisfaction to a certain extent, and its service quality is directly related to the service effects of other departments in the hotel.

4. It is a method that is based on the indicators that have been achieved in history, analyzes the work quota indicators of similar hotel rooms, and then combines the current situation of the hotel rooms to estimate the working hours consumption and formulate work quotas.

5 . Restaurant sales and service work is a business process that directly serves guests, and mainly includes activities such as business organization of food preparation rooms, and

6. Multi-functional halls are not only available, but also often. It can be divided into different independent areas, which not only saves space, but also expands the business scope.

7. Catering quality includes product quality and service quality. Judging from the current market conditions, customers choose to dine. The most important selection factor of the venue.

8. The high-quality food raw materials referred to in hotel catering do not refer to the best quality raw materials, but 9. Health. Sports leisure refers to sports activities that people use to adjust their mood, promote physical health, and achieve the purpose of leisure and making friends by participating in activities.

10. A set of equipment in the ballroom that is as important as the sound is in the description. , plays a vital role in rendering the atmosphere of the ballroom.

11. The life of hotel equipment refers to the entire time from installation and commissioning, handover to production, formal production, maintenance, repair and transformation.

12. The operation and maintenance procedures of the equipment are to correctly master the operating skills and maintenance methods of the equipment.

13. Periodic maintenance is a maintenance activity carried out in accordance with and corresponding technical requirements. It is a time-based preventive maintenance method.

14. It refers to a training method that trains employees how to complete or handle a specific job or problem in a standardized manner.

15. Many of the automation equipment used in hotels need to be connected to computer systems and have necessary universal interfaces, so when choosing a computer system, attention should be paid to them and .

2. Single-choice questions (choose one correct answer among the four alternative answers for each question, and fill in the serial number of the correct answer in the brackets of the question stem.

Each question is worth 2 points, ***20 points)

1. ( ) my country has begun to implement the star rating standards for foreign-related tourism hotels, comprehensively evaluate the "hardware" and "software" of the hotel, and separate Grade, set standards.

A.1978B.1980

C.1982D.1988

2. In various types of hotels, repeat customers generally The hotel with the larger ratio is ( ).

A. Comprehensive hotel B. Resort hotel

C. Business hotel D. Conference hotel

3. A hotel has 300 rooms, among which standard There are 200 rooms, 50 single rooms and 50 suites. The house prices are 380 yuan, 300 yuan and 580 yuan respectively. The number of rooms rented out on a certain day is 200, and the room revenue is 84,000 yuan, then the potential room rate of return on that day is ( ).

A.42 B.66.7

C.68.5 D.70

4. Among the following equipment, ( ) does not belong to the guest room equipment.

A. Furniture B. Vacuum cleaner

C. Electrical appliances D. Sanitary ware

5. The restaurant business process is mainly responsible for ( ), and it is required to be based on service procedures. Standards, provide targeted services to guests, strive to expand sales of catering products, and ensure the completion of scheduled business indicators.

A. Executive chef B. Restaurant manager

C. Banquet manager D. Beverage manager

6. Between minus 18 and 23 degrees Celsius Under normal temperature conditions, the effective storage period of fish is ( ).

A.1～3 months B.3～6 months

C.6～9 months D.6～12 months

7 .When preparing cold dishes, ( ) does not meet the kitchen hygiene management requirements.

A. The cold dish production room should be separated from other production areas

B. Knives, anvils and rags should be separated from raw and cooked, and disinfected regularly

C .Install ultraviolet lamps and anti-fly and anti-insect equipment

D. If cold dishes are not served immediately after being plated, they should be placed directly in the refrigerator to be refrigerated

8. The temperature in the gym should be controlled at ( )about.

A.18～20℃ B.20～22℃

C.21～23℃ D.23～25℃

9. When a hotel only When it has a mid-range or low-level advantage, the entertainment department should implement the competitive strategy of ( ).

A. Head-on competition B. Wait for the opportunity

C. Misplaced competition D. Ignore it

10. The following ( ) does not belong to the front desk of the hotel computer management system The subsystem functions that the software should have.

A.Guest room management B.Personnel management

C.Shopping mall management D.Entertainment management

3. Explanation of terms (3 points for each question, ** *15 points)

1. Three-level maintenance

2. Kitchen production quality table number hanging fishing method

3. Ideal average house price

4. Electronic door lock

5. Security false alarm

4. Short answer questions (Questions 1, 2, and 3 are 6 points each, Question 4 is 7 points, ***25 points)

1. What factors do you think affect the determination of room prices?

2. What principles should be followed when placing guest room supplies?

3. When a large a la carte restaurant encounters peak and off-season, how should the restaurant layout be considered?

4. What are the characteristics of hotel safety management?

5. Essay questions (each question is 10 points, ***20 points)

1. How to establish a wage concept? And please design a reasonable salary plan for the position.

2. How to choose and purchase equipment?

============================================== =====

Hotel Marketing Manager Mock Exam Questions

1. Multiple Choice Questions

1. The responsibilities of the marketing manager are (?).

A. Directly responsible to the Deputy Prime Minister? B. Coordination with the front office department

C. Coordination with the housekeeping department and engineering department? D. Coordination with the computer room

2. The theme that must be highlighted in site management is (?).

A. Quiet? B. Warm? C. Loose? D. Standard

3. The hotel should set its own business remuneration system according to its own (?).

A. Industry nature? B. Goal? C. Scale? D. Policy

4. The hotel promotes its corporate image through the Internet, which is more intangible than previous publicity methods (?) Make services tangible.

A. Faster? B. Clearer? C. More comprehensive? D. More interactive

5. Most travel agencies use (?) method to book rooms

A. Telephone? B. Letter? C. Fax? D. Internet

6. The source of hotel reservations is (?)

A. Individual travelers or relatives and friends? B. Company Or government agencies

C. Travel agencies? D. Transportation companies

7. Striving for market development research on auxiliary production during the hotel's off-season belongs to the market research priority (?).

A. First priority? B. Second priority

C. Third priority? D. Fourth priority

8. The following Explicit expenses are (?).

A. Management expenses? B. Insurance expenses? C. Transportation expenses? D. Advertising expenses

9. (?) is a very important data in guest room management. It reflects the hotel management level and the adequacy of the customer source market.

A. Room occupancy rate? B. Average room price

C. Average annual cost per room? D. Food and beverage cost rate

10. Room booking analysis The report has (?).

A. Passenger nationality analysis report? B. Market analysis report

C. Room acceptance analysis report? D. Business analysis statistics

2. True or False Questions

1. Hotel marketing is a series of operations and sales activities carried out to make the hotel profitable. (?)

2. When hiring first-class marketing personnel, be sure to hire those with rich experience. (?)

3. Among the concerns of hotel guests, guests such as business executives pay more attention to the reputation of the hotel. They need larger and more elegant rooms. (?)

4. The zero-based budgeting method has strong scientific logic and is therefore used by many hotels.

(?)

5. In the distribution of authority between the headquarters and branches, the headquarters should strengthen its targeted authority, while the branches should strengthen their professional authority. (?)

6. The fee used to reward middlemen in transactions, usually 15. (?)

7. Price is the third component of the hotel marketing mix. (?)

8. Hotel price combination or price structure usually consists of basic price, preferential price and qualified price. (?)

9. The waiting price is usually about 20 lower than the standard room rate, and the service is targeted at guests who have not made a reservation and need to wait for a vacant room. (?)

10. The establishment of the hotel sales compensation system is a tactical issue. (?)

3. Short answer questions

1. What are the details of hiring first-class marketing personnel?

2. What are the methods for preparing marketing budget?

3. What are the ways the hotel accepts reservations?

4. What should be included in the cancellation record?

5. What points should be paid attention to in meeting management?

IV. Practical operation and analysis questions

1. Please formulate a hotel marketing plan for this year based on the actual situation of your company.

2. A Chinese-American businessman has stayed at Shanghai Blue Sky Hotel for two and a half months. On that day, accompanied by two friends, he went to the front desk to check out the bill. The waiter checked the computer information and told him: "Sir, your check only has 30 yuan left, and the account you have on hand contains more than 400 yuan. Please make up the cash." Check out." The merchant said: "Then give me credit." The waiter replied: "Sir, I'm sorry, according to the relevant regulations of the hotel, you can't pay on credit." The merchant was very unhappy: "I am a long-term guest of your hotel. Isn't it okay to give me some credit?" "No, sir." The waiter refused. The merchant felt that he had lost face and could not get off the stage, so he took the guest back to the guest room angrily.

The merchant immediately called the hotel's public relations and sales department and told him what had just happened at the front desk, accusing the waiter of being rude to him by not giving him credit in front of his friends. "Can't I even pay the room fee?" Rosie who answered the phone turned out to be not responsible for receiving this merchant and didn't know him well, so she felt very sudden, but she immediately calmed down and quickly cleared her mind. , replied: "Sir, the attitude of the waiter when he spoke to you just now was indeed harsh and rude. I apologize to you on behalf of the hotel. However, the waiter also has difficulties, because according to hotel regulations, all money spent by guests cannot be recovered. The waiter involved will be responsible for this. Please forgive me for this." The merchant began to relax, but then he threw the problem to Rosie: "Then, I will ask you to give me credit now." Rosie suddenly had an idea. Got an idea. She calmly replied: "Let me ask the leader for instructions. Please call me again in 5 minutes." In fact, Ms. Peng did not call the leader because she had credit rights, but she did not want the merchants to have any trouble. It feels like you can pay on credit at will. The merchant called five minutes later, and Rosie told him: "The hotel manager has agreed to give you credit. Please make up the check within the next few days, okay?" The merchant happily agreed.

The next morning, Rosie knew that the merchant had gone out, so she called his company. The person who answered the phone was his secretary, Miss Qu. Luo Qian asked Miss Qu to convey her suggestion to the merchants: in the future, such accounting transactions can be handled by Miss Qu instead of having to bother the boss personally; there is no need to ask the hotel attendant, but can be handled directly by her. In the afternoon of the same day, Miss Qu took a check and sent it to Rosie from the public relations and sales department, and conveyed her boss's gratitude to her.