Room attendant exam question 1 answer! !

1. what should the male employee do when standing?

Answer: Keep your eyes straight ahead, head straight and shoulders flat, jaw slightly retracted, stand up and abdomen closed; Hands naturally cross behind your back; Feet apart, shoulder width or slightly wider.

2. what should I do when the female employee is standing?

Answer: Keep your eyes straight ahead, head straight and shoulders flat, jaw slightly retracted, stand up and abdomen closed; Hands crossed in front of the abdomen or before and after, right hand on the left hand, jaws close together, fingertips slightly bent; Feet together or in a t-step.

3. What should I do when standing and talking to the guests?

a: look at the guest's nose-eye triangle; Between 6 and 1 centimeters away from the guests; Being too close to the guests, on the one hand, infringes on the privacy of the guests, and on the other hand, makes them feel stressed; Too far away from the guests, one needs to speak loudly, and the other seems distant.

4. what should I do when giving directions to the guests?

a: the thumb is bent, close to the index finger, the other four fingers are close together and straight, and the fingertips are pointing in the direction. The male employee has a strong hand and the female employee has an elegant hand. Don't use one finger to give directions to guests.

5. what should I do when I walk?

A: Greet guests, bosses and colleagues at any time. Don't look around, shake your shoulders or look down. Male employees' footprints are on both sides of the front line, and female employees' footprints are on a straight line in front; With a little toe power, the center of gravity of landing is on the joint between the thumb and forefinger, which makes people feel full of charm and elasticity.

6. what should I do when I meet a guest face to face and make way for him?

Answer: Walk to the right, take half a step to the right and turn to the left with your right foot; Bow or nod 3 degrees to greet guests.

7. What should I do when a guest comes from behind to make way for him?

a: stop, turn to the guest to the left, step back a little, and nod to greet the guest.

8. what should I do when I send the guests away?

a: walk on the front or back of the guest, with a distance of about 6 to 1 cm, reach forward to guide the direction of the guest's door, and say goodbye politely with a smile.

etiquette norms

9. What should I do when addressing guests?

A: Men are generally called Mr., unmarried women are called Ms., and married women are called Mrs.; For western women who can't confirm whether they are married or not, no matter how old they are, they can only be called miss; If you don't know the guest's last name, you can call it "this gentleman/this lady"; The third party should be called "that gentleman/that lady" instead of "he/she"; Only a few celebrities can be called "madam"; Knowing the guest's name, try to address the guest by his last name, such as "Mr. Liu/Mrs. Lin".

1. what should I do when introducing the guests?

a: introduce the young to the old; Introduce those with lower positions to those with higher positions; Introduce men to women; Introduce the unmarried to the married; Introduce individuals to groups.

11. what should I do when I am introduced?

a: if you are sitting, you should stand up immediately; The introduced parties nod to each other; The two sides shook hands and exchanged pleasantries.

12. What should I do when shaking hands with guests?

a: the time should be short, usually 3 to 5 seconds, and simply say some welcome words or polite words; You must smile, look at each other and greet each other; Hand force is moderate, not too light or too heavy; Between the superior and the subordinate, the superior reaches out first; Between the old and the young, see the old man reach out first; Between the gentleman and the young lady, the young lady reaches out first; In winter, you should take off your gloves before shaking hands, and you should not wear a hat to shake hands with guests indoors. Never cross your hands and shake hands with two people at the same time.

13. what should I do when I bow to my guests?

a: stand at attention, lean forward 3 degrees, and hang your hands on your knees; After the recipient returns the gift, return to attention.

14. what should I do when I raise my hand with my guests?

a: put your hands up at shoulder level, gently swing your palms outward, and greet the guests with a polite smile.

15. what should I do when helping my guests?

a: when going down the steps or crossing the smooth ground, the elderly and women should be given arm support; Generally speaking, the arm support just gently supports the elbow and leans slightly to the guest.

16. what should I do when delivering the bill to the guests?

a: lean forward and point the bill at the guest; If the guest signs the bill, he should open the pen cover, point the pen at himself, hand the bill in his right hand and send the pen in his left hand.

17. what should I do when I accept or deliver my business card?

Answer: Accept or present the business card with both hands, and read out the title and name of the other party on the business card; Keep the other party's business card properly and don't throw it away at will; If there is no business card to send back, apologize to the other party.

18. what should I do when I take the elevator with my guests?

answer: when the elevator door is open, press the elevator induction eye or the elevator door switch with your hand to prevent the elevator door from closing; The other hand beckons the guests to enter the elevator first; After entering the elevator, you should stand in front of the indicator board and go to the floor as you want. If you leave the elevator before the guest halfway, you should say "sorry" or "goodbye" to the guest; When getting out of the ladder, you should pay attention to let the guests go first, and hold down the switch of the ladder door to prevent it from closing.

19. what should I do when I send flowers to my guests?

a: don't send all white flowers to the guests; When congratulating or expressing condolences, Qiao can send pink flowers, azaleas or Huang Ju; Carnation or gladiolus can be used in general.

2. what should I do when I take a car with my guests?

Answer: The right side of the rear seat is the first seat, followed by the left side, the middle seat is the third

, and the seat next to the driver is the smallest; When getting off the bus, the fourth person gets off from the front seat first, and then opens the door for the next guest.

21. what should I do when answering the phone?

a: act quickly and don't let the phone ring more than three times; Greet each other with "Hello" and indicate your identity (department or post).

22. What should I do if the person the other party is looking for is not here?

A: Inform the guest politely: "He is not here now. Can I help you?" Or tell the guest where the person you are looking for is and the phone number, and take the initiative to help the guest forward it; Leave the guest's number and reply in time when the person you are looking for comes back; Leave a message for the guests.

23. what should I do when I terminate the call?

a: the conclusion should be: "is there anything else I can help you with?" Wait for the other party to hang up before putting down the receiver; Handle with care. Don't hang up with a bang.

24. what should I do when I hang up?

a: organize the content of the speech and put the relevant information next to the phone; Greet each other: "Hello", indicate your identity (department or post) and get down to business.

25. what should I do when communicating by telephone?

A: The distance between the microphone and the lips is 2.5 to 5 cm. If the microphone is too close, the sound effect is not good; Keep a natural tone and don't shout; Keep some notes and pens by the phone.

gfd

26. What should I do when I wear a uniform?

a: the uniform should be straight and not wrinkled; Don't roll up your sleeves or trouser legs. The shirt buttons should be fastened and the hem should be inserted into your pants. Underwear and tights should not be exposed outside the uniform; Wear a single-breasted suit on formal occasions with only one button on it. All uniforms should be neatly dressed, and one of them is indispensable. Unless it is necessary for work, you should not wear uniforms out of the hotel.

27. What should I pay attention to when wearing the badge?

a: the badge should be worn above the left chest; Keep it straight and level, and don't skew it.

28. What should I pay attention to when wearing shoes and socks?

A: Always brush your shoes and keep them clean. Tie your shoelaces and don't drag them on your feet; Male employees wear dark socks and female employees wear flesh-colored socks; Socks should be changed every day.

29. What should be paid attention to in the personal hygiene of male employees before taking up their posts?

a: shave your beard every day; Hands clean, no stains, handwriting; Often cut nails, nails are trimmed into oval shapes; Don't eat food with peculiar smell, and keep your mouth fresh.

3. What should be paid attention to in the personal hygiene of female employees before taking up their posts?

A: No long nails, no nail polish, clean hands, no stains or handwriting; Don't eat food with peculiar smell, and keep your mouth fresh.

31. What should I do to keep a good expression?

a: always smiling, full of energy, not drunk and tired to work; Don't exaggerate when you speak, but be jubilant; When talking with guests, keep proper eyes.

guest relations

32. What should a guest do when he wants to propose a toast to the waiter?

a: explain to the guests that it is not convenient to drink alcohol during work, and politely decline the kindness of the guests; If the guests repeatedly advise to drink, but the hospitality is difficult, they can take the wine first and tell the guests to drink later; Give the guest another cup, pour the wine and hand it to the guest to thank him.

33. What should I do if I sneeze or cough suddenly when talking with a guest?

a: cover your mouth and nose with your hands in time, turn your back on the guest, and then apologize to the guest.

34. What should I do when the questions raised by the guests are unclear and difficult to answer?

a: besides good service attitude, skilled service skills and rich business knowledge, waiters need to be familiar with the general situation and social situation of the company. In this way, we can try our best to avoid the phenomenon that we are difficult to answer when guests ask questions; When you encounter questions that you are not sure to answer, please ask the guests to wait a moment, and then answer after consulting or inquiring. If you still can't answer after your efforts, you should give the guest an answer, explain patiently and apologize; You can't use the words "I don't know", "I don't understand" or "I think" or "maybe" to answer the questions raised by the guests.

35. what should we do when the guest asks us to represent the matter?

a: when handling matters for guests, you should ask the name, quantity, specifications, size, color, shape and time requirements of the matters handled in Qing dynasty, and advance the payment to the guests and notify the concierge to handle them; Handling matters for guests should be accurate, clear and timely, that is, handling matters accurately, clearing accounts, clearing procedures, handing them over in time, sending them back in time, and asking for instructions and reporting in time.

36. What should I do when I am on the phone and a guest comes?

a: when seeing the guests coming, the waiter should nod his head, greet the guests and ask them to wait. End the call as soon as possible, so as not to keep the guests waiting. After putting down the receiver, first apologize to the guests and provide services to them immediately.

37. What should I do if I accidentally damage the guest's things during cleaning?

A: We should be careful when cleaning guest rooms, especially for things that guests put on the table. When it is necessary to move, we should also handle them with care and put them back in their original places after cleaning. If you accidentally damage the guest's belongings, you should truthfully report to your superiors and take the initiative to apologize to the guest (if the valuables are valuable, you should be accompanied by a supervisor or manager) and admit your fault; Ask for the opinions of the guests. When the guests ask for compensation, they should handle it as appropriate.

38. What should I do when the guest loses his temper and scolds you?

A: It is the waiter's responsibility to receive the guests. Even if he is scolded by the guests, he will do a good job in reception. When the guest loses his temper, he should keep calm, and then make a polite explanation and apology after the guest is calm. He must never quarrel or abuse with the guest. If the guest's anger has not subsided, it should be reported to the leader in time.

39. What should I do if I meet a guest who makes things difficult?

A: Due to the different temperament, culture, class, age and gender of the guests, they will encounter unpleasant things from time to time and feel unhappy, and sometimes they will be critical of our service. Attendants should try to figure out the psychology of the guests in their daily service work, master their personality and life characteristics, serve the guests warmly, courteously, actively and thoughtfully, and strive to do the service work before the guests speak; In case of making things difficult for guests, it is necessary to analyze the reasons for making things difficult for guests through detailed understanding and careful observation, do a good job in service, pay attention to maintaining a calm attitude, be polite, be strict with yourself and apologize. If the problem is not solved, it should be reflected to the superior and recorded.

4. what should we do when a guest complains to us?

a: when a guest complains, he should first listen patiently and let the guest finish. Write down the guest's complaints, and don't rush to defend and refute; Whether the guest complains orally or in writing, he should know the situation in detail and make a concrete analysis. If it is an equipment problem, measures should be taken to repair it immediately; If the guest has not left the store, we should give the guest an answer and let the guest know that we have dealt with it. If it is our fault, we can ask the manager to apologize to the guests if necessary according to the situation; We should also pay attention to the guest's side complaints and reflect them to the leaders when necessary, so as to improve the service; Record the complaint and handling process to prevent similar complaints from happening.

guest service

5.14 assistant manager of the lobby

41. What should I do when the room attendant reports that there is a hot hole in the carpet in the room?

A: Go upstairs to check the hot hole site, tell the waiter not to clean the site yet, and inform the assistant manager of the lobby after the guest adds a room; After the guest adds a room, he will get in touch with the guest, explain the situation and inform the hotel of the claim policy; If the guest denies it, you can remind the guest whether the visitor did it; Finally, remind guests to pay attention to smoking, which is for the safety of themselves and the hotel.

42. A permanent guest complained: Why did you have a gift in your room when you checked in before, but this time you didn't? What should I do?

a: check the discount of the guest's room rate, and apologize to the guest if he should enjoy the compliments, and immediately notify the room service center to send them back; According to the discount, guests should explain to the guests if they don't enjoy the compliments; If the guest holds a VIP card, or it may bring potential benefits to the hotel, he can give a gift as appropriate.

43. Floor attendant reports: A guest has taken the bath towel away and has gone to the lobby to check out. What should I do?

a: please ask the guests to a secluded place and gently tell them not to forcibly open the bag for inspection; If the guest doesn't admit it, you should give the guest a step down and transfer the responsibility, such as "whether your relatives and friends take it away." Ask the guest to pay for it, and don't let the guest go irresponsibly; If the guest still denies it, use a decent solution, such as "Don't go into the room to look for it, maybe the bath towel is under the blanket on the bed". Attention, never follow the room; If the guest puts the bath towel back in his room, he should help him get rid of his shame with warm thanks. Welcome guests to the hotel again.

44. The hotel stipulates that 11: p.m. is the check-out time for visitors. Calling visitors to ask them to leave often leads to dissatisfaction. What should I do?

a: understand the floor registration record and confirm the room where the visitor has not left; Understand the identity of the guest in the room where the visitor is located, contact the room by telephone, and pay attention to language skills when talking on the phone; When the guest denies that there is a visitor, he should ask the waiter to monitor the room or find some reasons. After entering the room, he should ask the visitor to leave the store again. If the guest refuses to open the door, he can call repeatedly to urge him to leave until he is forced to leave in the form of rounds; Notify the security guard to pay attention to the visitors leaving the store and notify them in time; Make a record of visitors leaving the store and put it on record.

45. what should I do when the public security department and the national security department come to the store for rounds?

a: when the public security department or the national security department comes to the store for rounds, the security guard will receive them first. Security guards need to know the reason of rounds, please show the unit certificate and work permit. If you check the ward rounds of overseas personnel, you must also show your foreign affairs police officer's card; And the security supervisor should take the ward round personnel upstairs, and there should not be too many ward round personnel; Before entering the room, you should call the guest first and knock on the door to enter the room; After entering the room, explain the reasons for ward round to the guests and introduce the ward round personnel; After rounds, apologize to the guests and exit the room; In case of emergency, report to the hotel duty manager or general manager; If the ward round staff wants to take the guests away, they must ask the reason, leave the name and telephone number of the ward round staff and ask the guests to settle first.