职业技能大赛 酒店管理与服务——酒店专业知识口试题库

1题）1. 酒店前台接待员的主要职责是什么？A. 清洁客房B. 处理客人入住和退房手续C. 烹饪食物D. 维护酒店设施2. 酒店客房服务中，以下哪项不是必备的？A. 干净的床单B. 电视遥控器C. 个人电脑D. 洗浴用品3. 酒店预订系统的主要功能是什么？A. 提供餐饮服务B. 管理客房预订C. 进行财务审计D. 维护酒店安全4. 酒店管理层在制定服务标准时，应考虑哪些因素？A. 成本控制B. 客人满意度C. 员工培训D. 以上都是5. 酒店服务中，“金钥匙服务”指的是什么？A. 提供豪华套房B. 提供个性化服务C. 提供免费早餐D. 提供免费机场接送6. 酒店员工在处理客人投诉时，应采取的首要步骤是什么？A. 道歉B. 记录投诉内容C. 立即解决问题D. 通知管理层7. 酒店安全管理中，以下哪项措施最重要？A. 安装监控摄像头B. 进行员工安全培训C. 定期检查消防设施D. 以上都是8. 酒店餐饮服务中，如何提高客人满意度？A. 提供多样化的菜单B. 确保食物新鲜C. 提供快速服务D. 以上都是9. 酒店客房清洁的标准流程包括哪些步骤？A. 更换床单B. 清洁卫生间C. 吸尘D. 以上都是10. 酒店在举办大型活动时，应如何确保服务质量？A. 增加员工数量B. 提前进行场地布置C. 确保物资充足D. 以上都是11. 酒店前台接待员在处理紧急情况时，应如何应对？A. 保持冷静B. 立即通知管理层C. 提供必要的帮助D. 以上都是12. 酒店员工在提供服务时，应遵循的核心原则是什么？A. 效率B. 礼貌C. 专业D. 以上都是13. 酒店管理层在制定员工培训计划时，应考虑哪些因素？A. 员工技能B. 服务标准C. 客人需求D. 以上都是14. 酒店在推广新服务时，应采取哪些策略？A. 社交媒体宣传B. 提供优惠活动C. 客户反馈D. 以上都是15. 酒店客房服务中，如何提高客人的忠诚度？A. 提供个性化服务B. 保持房间清洁C. 提供快速响应D. 以上都是16. 酒店在处理客人预订取消时，应遵循哪些原则？A. 灵活处理B. 保持沟通C. 记录原因D. 以上都是17. 酒店前台接待员在处理客人查询时，应如何提供帮助？A. 提供准确信息B. 保持耐心C. 快速响应D. 以上都是18. 酒店在管理客房清洁时，应如何确保质量？A. 定期检查B. 员工培训C. 使用高质量清洁用品D. 以上都是19. 酒店在提供餐饮服务时，应如何确保食品安全？A. 遵守卫生标准B. 定期检查食材C. 员工健康检查D. 以上都是20. 酒店在管理员工时，应如何提高团队效率？A. 明确职责B. 定期培训C. 提供激励机制D. 以上都是21. 酒店在处理客人投诉时，应如何确保问题得到解决？A. 快速响应B. 深入调查C. 提供补偿D. 以上都是22. 酒店在提供个性化服务时，应考虑哪些因素？A. 客人偏好B. 特殊需求C. 文化差异D. 以上都是23. 酒店在管理客房预订时，应如何确保准确性？A. 使用先进系统B. 定期检查C. 员工培训D. 以上都是24. 酒店在提供会议服务时，应如何确保成功？A. 提前准备B. 确保设备齐全C. 提供专业服务D. 以上都是25. 酒店在管理员工时，应如何提高员工满意度？A. 提供公平待遇B. 提供职业发展机会C. 提供良好工作环境D. 以上都是26. 酒店在处理客人退房时，应如何确保流程顺畅？A. 快速办理B. 检查房间C. 提供发票D. 以上都是27. 酒店在提供客房服务时，应如何确保客人隐私？A. 尊重客人意愿B. 使用安全系统C. 员工培训D. 以上都是28. 酒店在管理餐饮服务时，应如何提高效率？A. 优化菜单B. 提高厨房效率C. 提供快速服务D. 以上都是29. 酒店在处理客人预订时，应如何确保信息安全？A. 使用加密系统B. 员工培训C. 定期检查D. 以上都是30. 酒店在提供娱乐服务时，应如何确保质量？A. 提供多样化活动B. 确保设施安全C. 提供专业指导D. 以上都是31. 酒店在管理客房清洁时，应如何确保员工安全？A. 提供安全培训B. 使用安全设备C. 定期检查D. 以上都是32. 酒店在提供商务服务时，应如何确保成功？A. 提供专业设备B. 提供快速响应C. 提供个性化服务D. 以上都是33. 酒店在管理员工时，应如何提高员工效率？A. 明确职责B. 提供培训C. 提供激励机制D. 以上都是34. 酒店在处理客人投诉时，应如何确保客人满意？A. 快速响应B. 深入调查C. 提供补偿D. 以上都是35. 酒店在提供个性化服务时，应考虑哪些因素？A. 客人偏好B. 特殊需求C. 文化差异D. 以上都是36. 酒店在管理客房预订时，应如何确保准确性？A. 使用先进系统B. 定期检查C. 员工培训D. 以上都是37. 酒店在提供会议服务时，应如何确保成功？A. 提前准备B. 确保设备齐全C. 提供专业服务D. 以上都是38. 酒店在管理员工时，应如何提高员工满意度？A. 提供公平待遇B. 提供职业发展机会C. 提供良好工作环境D. 以上都是39. 酒店在处理客人退房时，应如何确保流程顺畅？A. 快速办理B. 检查房间C. 提供发票D. 以上都是40. 酒店在提供客房服务时，应如何确保客人隐私？A. 尊重客人意愿B. 使用安全系统C. 员工培训D. 以上都是41. 酒店在管理餐饮服务时，应如何提高效率？A. 优化菜单B. 提高厨房效率C. 提供快速服务D. 以上都是42. 酒店在处理客人预订时，应如何确保信息安全？A. 使用加密系统B. 员工培训C. 定期检查D. 以上都是43. 酒店在提供娱乐服务时，应如何确保质量？A. 提供多样化活动B. 确保设施安全C. 提供专业指导D. 以上都是44. 酒店在管理客房清洁时，应如何确保员工安全？A. 提供安全培训B. 使用安全设备C. 定期检查D. 以上都是45. 酒店在提供商务服务时，应如何确保成功？A. 提供专业设备B. 提供快速响应C. 提供个性化服务D. 以上都是46. 酒店在管理员工时，应如何提高员工效率？A. 明确职责B. 提供培训C. 提供激励机制D. 以上都是47. 酒店在处理客人投诉时，应如何确保客人满意？A. 快速响应B. 深入调查C. 提供补偿D. 以上都是48. 酒店在提供个性化服务时，应考虑哪些因素？A. 客人偏好B. 特殊需求C. 文化差异D. 以上都是49. 酒店在管理客房预订时，应如何确保准确性？A. 使用先进系统B. 定期检查C. 员工培训D. 以上都是50. 酒店在提供会议服务时，应如何确保成功？A. 提前准备B. 确保设备齐全C. 提供专业服务D. 以上都是51. 酒店在管理员工时，应如何提高员工满意度？A. 提供公平待遇B. 提供职业发展机会C. 提供良好工作环境D. 以上都是52. 酒店在处理客人退房时，应如何确保流程顺畅？A. 快速办理B. 检查房间C. 提供发票D. 以上都是53. 酒店在提供客房服务时，应如何确保客人隐私？A. 尊重客人意愿B. 使用安全系统C. 员工培训D. 以上都是54. 酒店在管理餐饮服务时，应如何提高效率？A. 优化菜单B. 提高厨房效率C. 提供快速服务D. 以上都是55. 酒店在处理客人预订时，应如何确保信息安全？A. 使用加密系统B. 员工培训C. 定期检查D. 以上都是56. 酒店在提供娱乐服务时，应如何确保质量？A. 提供多样化活动B. 确保设施安全C. 提供专业指导D. 以上都是57. 酒店在管理客房清洁时，应如何确保员工安全？A. 提供安全培训B. 使用安全设备C. 定期检查D. 以上都是58. 酒店在提供商务服务时，应如何确保成功？A. 提供专业设备B. 提供快速响应C. 提供个性化服务D. 以上都是59. 酒店在管理员工时，应如何提高员工效率？A. 明确职责B. 提供培训C. 提供激励机制D. 以上都是60. 酒店在处理客人投诉时，应如何确保客人满意？A. 快速响应B. 深入调查C. 提供补偿D. 以上都是61. 酒店在提供个性化服务时，应考虑哪些因素？A. 客人偏好B. 特殊需求C. 文化差异D. 以上都是答案1. B2. C3. B4. D5. B6. B7. D8. D9. D10. D11. D12. D13. D14. D15. D16. D17. D18. D19. D20. D21. D22. D23. D24. D25. D26. D27. D28. D29. D30. D31. D32. D33. D34. D35. D36. D37. D38. D39. D40. D41. D42. D43. D44. D45. D46. D47. D48. D49. D50. D51. D52. D53. D54. D55. D56. D57. D58. D59. D60. D61. D。

酒店专业知识问答题一、酒店专业术语解析1.VIP⑴它是“Very important person”的缩写，是重要客人的意思。

⑵接待重要客人要提前准备好房卡、锁钥、早餐券、果篮同鲜花等。

⑶当重要客人到达时要通知大堂副理以及相关部门做好接待工作。

⑷此外重要客人在住期间及离馆时要随时注意客人的动态，提供良好的服务。

2.Message⑴意思是留言服务。

它是一项酒店帮助客人传递口信的服务。

⑵留言的情形有两种：非住店客人——住店客人。

⑶当接到留言时，首先了解留言的访客或住客的姓名，并问清楚留言给哪个客人，如果留言给住客就将留言输入电脑，如果是留言给非住店客人，则记下留言的内容，通知总机等相关部门，并注明留言的时间以及员工姓名。

3.相邻房（Adjacent room）----客房与客房靠得很近，也可能隔着走廊。

4.相连房（Adjoining room）----客房之间有公共墙，但无连通门。

5.待修房（Out-of-order）----不能给宾客使用的客房，客房处于待修状态有许多原因，包括需要维护保养、重新装修以及彻底清扫。

6.出租率----一段时间内无论是售出或占用的房间数与可销售房间数之比。

7.Block (预告锁房)：指为了把某间房能够保留下来，而提前把此房间在某日锁起来，使其在该时间段显示被占用，有利于控制房间的预售。

8.Check-In：指客人登记入住酒店，包括机场登机手续也是同样的叫法。

9.Check-Out：指客人结账离开酒店。

plimentary(免费)：指由总经理批准提供给某个客人的不需要收费的房间，即COMP。

11.Guest Folio (客人账单)：指客人在酒店内消费的详细反映，指被打印出列有消费目录和价格的单子。

结帐不能叫做 Folio，通常说：check,，或者 Bill12.Extension (续住)：经过批准后的客人延长居住。

另外，有分机的意思，如 ExtensionNumber 1102，表达分机号1102，通常表述为 Ext. No. 1102。

酒店技能比赛题库1. 引言在酒店行业中，技能比赛是提升员工技能和竞争力的重要方式。

为了帮助酒店行业开展技能比赛，本文提供了一个包含不同技能题目的题库。

这些题目旨在覆盖酒店行业的各个方面，帮助员工深入了解行业知识和技能要求。

2. 题库题目2.1 客房服务1.描述酒店客房清洁的流程和步骤。

2.解释如何处理客人的投诉，并提供一个实际案例。

3.列举并解释客房内常见的设备和用品。

4.请描述如何正确清洁不同类型客房（例如：套房、单人间、家庭房）。

5.解释如何保护客人隐私并处理房间内的贵重物品。

2.2 餐饮服务1.解释不同类型的餐厅服务（例如：自助餐、二楼餐厅、包间餐厅）。

2.描述如何正确布置餐桌并提供良好的餐厅体验。

3.请列举并解释不同类型餐饮服务中常见的菜肴和饮品。

4.解释如何正确为客人提供建议，并推销餐厅特色菜肴。

5.请描述如何适应客人的饮食需求和偏好（例如：素食、过敏）。

2.3 客户服务1.解释酒店客户服务的重要性，并提供一个实际案例。

2.请描述如何正确处理客人的入住和退房手续。

3.列举并解释不同类型客户的特点和需求（例如：商务客人、旅游客人、家庭客人）。

4.解释如何正确回应客人的投诉，并提供一个实际案例。

5.解释如何提供额外的服务和福利，来提高客户的满意度。

3. 答题要求以下是相关的答题要求，请参考并确保员工在技能比赛中能够满足这些要求：1.回答问题清晰明了，语言表达准确。

2.提供实际案例以支持回答。

3.考虑酒店的标准操作和最佳实践。

4.以客户满意度为出发点，注重提高服务质量。

5.答题时间限制内提供全面且合理的答案。

4. 结束语酒店技能比赛题库旨在提供一个全面的题目列表，帮助酒店行业的员工提升技能水平。

这些题目涵盖了酒店行业的各个方面，包括客房服务、餐饮服务和客户服务。

通过参与技能比赛并回答这些问题，员工能够加深对酒店行业的了解，并提高在工作中的实际应用能力。

酒店技能比赛试题及答案一、单项选择题（每题2分，共10分）1. 酒店前台接待客人时，以下哪项服务是不恰当的？A. 热情问候B. 询问客人需求C. 直接询问客人姓名D. 提供房间信息答案：C2. 在酒店餐饮服务中，以下哪项行为是正确的？A. 未经客人同意擅自更换菜品B. 向客人推荐价格较高的菜品C. 根据客人口味推荐菜品D. 忽视客人的特殊饮食要求答案：C3. 酒店房间清洁服务中，以下哪项是标准操作？A. 随意丢弃客人物品B. 忽略卫生间清洁C. 按照酒店标准清洁流程进行D. 仅更换床单和毛巾答案：C4. 酒店安全检查中，以下哪项是必要的？A. 忽略消防设施检查B. 定期检查安全出口C. 仅检查客房区域D. 忽视紧急疏散通道答案：B5. 酒店客户投诉处理时，以下哪项是不恰当的？A. 认真倾听客人投诉B. 立即道歉并解决问题C. 记录客人投诉内容D. 与客人争论答案：D二、多项选择题（每题3分，共15分）1. 酒店前台服务中，以下哪些服务是基本要求？A. 快速办理入住手续B. 为客人提供行李搬运服务C. 向客人推销酒店会员卡D. 提供周边旅游信息答案：A、B、D2. 在酒店餐饮服务中，以下哪些行为是符合标准的？A. 及时更换客人使用过的餐具B. 根据客人需求调整菜品口味C. 未经客人同意擅自添加菜品D. 向客人推荐特色菜品答案：A、B、D3. 酒店房间清洁服务中，以下哪些操作是正确的？A. 检查房间内所有设施是否完好B. 按照酒店清洁标准更换床单和毛巾C. 忽略客人的私人物品D. 记录房间内需要维修的设施答案：A、B、D4. 酒店安全检查中，以下哪些检查是必要的？A. 定期检查消防设施B. 检查安全出口是否畅通C. 忽视紧急疏散通道的清洁D. 检查监控系统是否正常运行答案：A、B、D5. 酒店客户投诉处理时，以下哪些做法是正确的？A. 认真倾听客人的投诉B. 立即道歉并尝试解决问题C. 记录客人的投诉内容D. 与客人争论答案：A、B、C三、判断题（每题1分，共5分）1. 酒店前台接待客人时，可以忽略客人的隐私。

全国职业院校技能大赛中职组酒店服务赛项英语口试题库一、中餐宴会摆台与服务某些情景应答及答题要点：1. Q：Ask the guests if they have a reservation with your restaurant.A：Good evening. Do you have a reservation?2. Q：How do you check upon the guest’s name of the reservation?A：Good evening. Under whose name was your reservation made?3. Q：The guests need a table for 4，and they would like to dine somewhere quiet.A：Very well. This way please. Here’s a window table for four overlooking the lake. It’s very ni ce and quiet here.4. Q：Can you explain the terms of breakfast both for adults and children in the hotel?A：Sure，we offer breakfast at the rate of 128 RMB for each adult，and it’s free of charge for children under 6.5. Q：If you want to confirm the reservation of the dinner，what can you say?A：I will say “Good evening，sir. I’d like to confirm your reservation.May I have your name，please?”6. Q：Inform the guest that the restaurant is fully booked this evening，and suggest thathe book a table the same time tomorrow evening.A：I’m sorry. We are fully booked this evening. How about tomorrow?We still have some nice tables available for tomorrow evening.7. Q：What would you do when the guest complains that the restaurant is too noisy?A：I will apology and say “let me see if we can find a table on the other side of therestaurant，it is a bit quiet there.”8. Q：Ask the guests their preference for food，Chinese，Western，Japanese or Korean.A:Which style of cuisine would you prefer?We serve Chinese，Western，Japanese and Korean food here.9. Q：How do you offer to take order for the guests in the evening?A：Good evening. May I take your order now?/ Are you ready to order now?10. Q：How do you ask the guest to check his bill?A：Here’s your bill. Please check it. The fruit combination is on the house.11. Q：Visit the table to check if your service is satisfactory. Inform the guest the lastcourse will be dessert?A：Is everything to your satisfaction?All the dishes have been served as the menu goes，except for the dessert to follow.12. Q：Ask the guest his preference for fruit juice.A：What kind of fruit juice would you prefer?We have grape juice，kiwifruit juiceand orange juice.13. Q：Ask the guest’s choice of wine.A：Would you like a bottle of red wine to go with your Sirloin Steak?14. Q：What do you say when serving the guests their dessert?A：Here is your dessert. Please enjoy.15. Q：Ask the guest how he would like his steak prepared.A：How would you like your steak done?Rare，Medium or Well-done?16. Q：What is the duty of a Food and Beverage Manager?A：A Food and Beverage Manager is in charge and directs the work ofthe Department.17. Q：Tell the guests the general sequence of a Chinese dinner.A：Chinese dinner usually starts with cold dishes and ends with a soup.18. Q：What do you recommend if the guest orders a fresh white water fish?A：May I suggest steaming the fish to retain its freshness?19. Q：How do you ask about the guest’s preference for buffet or a la carte service?A：How would you like your dinner served?A buffet or an a la carte service?20. Q：How do you ask about the guest’s preference for salad?A：What kind of salad would you prefer?We have Ham Salad，Prawn Salad，and Fresh Vegetable Salad.21. Q：How do you respond to a guest’s compliments to your service?A：Thank you for your compliments. It’s our greatest pleasure to be of service.22. Q：How do you ask the guest where he or she would like to sit?A：Which do you prefer，by the window or near the door?23. Q：Ask the guest what vegetable he’d like to have with his chicken.A：What vegetable would you like to go with your Roast Chicken?24. Q：What do you say in seeing off the guests?A：I’m glad you enjoyed. Thank you for coming！Good-bye.25. Q：Tell the guest what exactly is the dish of “Spaghetti with Lamb”.A：“Spaghetti with Lamb” is actually lamb cooked with herbs and served with spaghetti.26. Q：As a hostess，what’s the first thing you need to find out when the guest arrives?A：I have to find out whether the guest has a reservation or not.27. Q：What will a bartender tell the guests about Margarita?A：A Margarita is a popular cocktail made by mixing one part of tequila and three parts of dry wine and lemon.28. Q：What would you say if the guest wants to know the business hours of yourrestaurant?A：We provide restaurant service from 6:30 a.m. to 10:00 p.m. every day.29. Q：What information do you give when introducing your restaurant to the guest?A：I would tell the guest about the style，the specialties，the popular dishes，the business hours of the restaurant.30. Q：What would you say when you want to recommend something to the guest?A：May I recommend this one，madam?/ May I suggest you try this one，sir?/ Would you like to take a look at this，Miss?31. Q：After you have finished taking order for the guests，what would you say?A：Thank you. Please wait a minute. We’ll be back with your order soon.32. Q：If the guest wants to try some dishes that are typical local specialty of Suzhou，buthe has no idea what to order，what would you recommend to him?A：I will recommend the Squirrel-shaped Mandarin Fish，the Quick-boiled White Shrimp，and the Stir-fried Shredded Eel with Hot Oil.33.Q：What would you say to the guest when you are recommending your housespecialty？A：Would you like to try our house specialty?It’s very p opular among our guests. 34. Q：How do you respond to a guest’s complaint about the dish being too salty?A：I will apologize and say：“Let me organize another dish for you”.35. Q：If the guest tells you that his wife is a vegetarian，what would you say?A：We do serve delicious vegetarian food in our restaurant. Actually the Tofu dishes are very popular among the guests.36. Q：If a guest wonders whether he could smoke at the bar，what will you probably say?A：I will say “I’m sorry. But smoking is not allowed anywhere inside the bar.”37. Q：What would you ask when the guest orders whisky?A：I will ask “Do you want it straight up or on the rocks?”38. Q：What is the duty of an Executive Chef?A：An Executive Chef decides on the items on the menus，and coordinates the preparation of the food and beverage.39. Q：What will you do when the guest tells you that there’s a miscalculation in the bill?A：I will check with the guest carefully. If there is a mistake，I will apologize and then bring the bill back to the cashier’s desk to correct it.40. Q：What would you ask if the guest wants to settle his bill?A：How would you like to pay?In cash，by credit card，or room charge?41. Q：How do you make sure of the number of people in the dinner party?A：How many people are there in your party?42. Q：How do you ask the guests who is paying for the dinner?A：Do you want separated bills or just one single bill?/ May I know who is paying，please?43. Q：How do you ask the guests to take their seats?A：Would you please take your seats?44. Q：What do you ask to see if the guest would like to have an aperitif before ordering?A：Would you like an aperitif before you order?/ Do you care for a drink before youorder?45. Q：If the guest complains that the soup is cold，what should you do?A：I will apologize to the guest and promise to return the soup to the chef immediately and get a fresh hot bowl of soup for the guest.46. Q：What question would you ask further when the guest orders coffee?A：Would you like your coffee black or white?/ Would you like your coffee with cream or milk?47. Q：What are the five main kinds of restaurant services?A：There are mainly 5 kinds of restaurant services. They are gueridon service，silver service，plate service，buffet service and takeaway service.48. Q：What’s the standard of excellence for restaurant service in a deluxe hotel?A：The restaurant service in a deluxe hotel is expected to be fast，polite，very professional and of top quality.49. Q：Tell the guests about the choices they have for main course.A：What would you like to have for main course?We have Sirloin Steak，Roast Lamb，Grilled Prawns and Scallops with Ginger Sauce.50. Q：Ask and see if the guests would like to have something for dessert.A：What would you like for dessert?/ What shall I bring you for dessert?二、客房中式铺床某些情景应答及答题要点：1. Q：When the guest wants to book a standard room in your hotel，but you don’t know whether you have a room or not，what should you say as a reservation assistant?A：Sir，please wait a minute，I’ll check if we have a room available for you.2.Q：You come to make up room for a guest，but he tells you that he prefers it laterbecause he is busy doing some paper work，what will you say?A：I will say：That’s all right. I will come back later. What time would it be convenient for you，sir?3.Q：What will you do if the guest says that she wants to use her hairdryer，but it’s 110volts?A：I will tell the guest that the electrical voltage in China is 220 volts. And I will send her a transformer or a hairdryer for 220 volts.4.Q：What should you say when you give the registration form to the guest as areceptionist?A：Sir，here is your registration form，please check your information,if everything is right，please sign your name here.5.Q：If the guest comes to you and says he can’t open the door with the key to hisroom，what will you do?A：I will go and have a check with him，and help to have his key changed if necessary.6.Q：Try to introduce the different types and styles of rooms in the hotel to Mr. Bellowswho is making a reservation over the phone.A：What kind of room would you like，Mr. Bellows?We have single rooms，double rooms，suites and deluxe suites in Japanese，British，Roman，French and presidential styles.7.Q：A guest tells you that he is attending an important conference，and wants to havehis suit dry-cleaned as soon as possible. What will you do to help?A：I will suggest that he take the express laundry service. There will be an extra charge of 50% for the express，but the laundry will be sent back to him in four hours.8.Q：What’s the information you give when you’re introducing a guestroom to theguest？A：I will introduce the equipment，the services provided，special facilities and the view the guest may get from the room.9.Q：When the guest wants to do the early departure,what should you ask as areceptionist?A：Sir，today is not your departure date. Would you want to leave earlier?10.Q：If the guest says he would like to sleep late the next morning，what will yousuggest?A：Please press the “Do Not Disturb” (DND) button before you go to bed，and you won’t be disturbed the next morning.11.Q：A guest wonders if the outdoor swimming pool of the hotel is a right place to cooloff and relax.A：Our outdoor roof-top swimming pool features a 150-metre long pool. It presents an excellent oasis for the guests to cool off and relax after a busy day.12.Q：If the guest asks you to look after the baby for her，what will you say?A：I’m sorry，madam. I can’t do that. It’s against our hotel’s regulation. But we havea very good baby-sitting service. The sitters are well-educated and reliable.13.Q：What will the attendant say to help if a guest asks to have a stain on his clothesremoved?A：Sure. We will try our best to remove the stain but we cannot guarantee the result.14.Q：What will you say if the guest complains the beef steak sent by Room Service israre，while he asked for well-done?A：I’m terribly sorry. I will inform the Food and Beverage Department；they’ll see to the matter and have another steak prepared to your appetite.15.Q：What will you say if there is no room available for the guest who is calling to makea reservation?A：I’m sorry，but we are fully booked. Shall I put you on the waiting list?We will contact you if there is a cancellation.16.Q：How do you respond to an unexpected request from the guest?A：I’m not sure，but we’ll see what we can do for you. / I can’t guarantee，but let’s see what we can do.17.Q：How do you ask the guest how he likes his steak cooked?A：How would you like your steak cooked?Rare,Medium Rare,Medium,Medium Well,or Well Done?18.Q：Tell the guest how to ask for Room Service by telephone.A：You can dial 515 to ask for Room Service. Room Service is available round the clock.19.Q：Explain to the guest the hotel preference policy in making up rooms.A：We always make up the check-out rooms first，unless there is a request.20.Q：Explain to the guest the use of the Hotel Service Directory.A：By referring to the Hotel Service Directory on the writing desk，you’ll find detailed information about all the services we provide in the hotel.21.Q：What is not included in the room charge?A：Well,you will find a mini-bar in your e of it will be charged to your account.Also,the hotel provides room service,at an additional charge of course.22.Q：Tell the guests about the voltage difference between the USA and China；remindhim that the sockets in the bathroom are for 110 volts and 220 volts respectively.A：The voltage here is much higher than that in the USA. There’re two sockets in the bathroom，one is for 110 volts and the other 220 volts.23.Q：The guest would prefer the turndown service for him after 9:00 pm when you’ll beoff duty. How do you respond?A：Don’t worry，sir. I will make sure to let the night staff know，and he’ll do the turndown service for you after 9:00 pm.24.Q：Explain to the guest how to use the door knob menu to order and have hisbreakfast in the room.A：You may use the door knob menu to order Room Service. Just tick the items you’d like for breakfast，write down the time，and hang the door knob menu outside the door before you go to bed tonight25.Q：The guest orders Room Service，and now you are delivering his breakfast to theroom. What do you say after knocking on the door?A：This is Room Service. I’ve brought you your breakfast.26.Q：Phone the guest and tell him that you’ve found the cell phone he lost the other day.A：This is Lost and Found. We have found your cell phone.27.Q：Apologize to the guest for the delay of his baggage delivery.A：I’m sorry for the delay. But the bellman is delivering your baggage up to your room now.28.Q：A visitor comes to meet Mr. Smith in Room 2501，but he is not in the room now，what do you say to the visitor? .A：I’m afraid Mr. Smith is not in the room now. Would you like to leave a message?29.Q：How do you respond if a guest complains that one of the pillows in his roomsmells funny?A：I’m sorry，sir. I will have a new pillow sent to your room right away.30.Q：How do you check with the guest when sending up his luggage? .A：Here we are，Room 1208. You’ve got three pieces of luggage in all. Is that right，sir?31.Q：How do you ask the guest to make sure if there is something identical attached tohis luggage?A：Is there a tag or anything identical attached to your luggage，sir?32.Q：The guest wants to know if he can make a direct dial international call from hisroom.A：Yes，sir. You can make a direct-dial international call from your room. Please dial9 first，and then the country code，the area code and finally the telephone number. 33.Q：Tell the guest where to leave his laundry. .A：Just leave your laundry in the laundry bag behind the bathroom door. The attendant will come and collect the laundry.34.Q：Tell the guests to contact you when they have requests. .A：If you have any requests，please feel free to let us know，we are always at your service.35.Q：You’re sending back the laundry to Mr. Dave. Tell him a button on his shirt ismissing，and you’ve sewed on a new one for him. .A：Mr. Dave，here’s your laundry. By the way，one button was missing from your shirt，and we’ve sewed on a new one.36.Q：One guest looks worried，show your concern and offer your help. .A：Good afternoon，you look worried. What has happened?How can I help you?/ CanI be of assistance?37.Q：Apologize for the inconvenience caused to the guest，and assure him it will nothappen again. .A：I’m sorry for the inconvenience，sir. I assure you this won’t happen again.38.Q：The guest tells you that he’s just had a shower，and the bathroom is quite a mess.A：Don’t worry sir. I will tidy up your bathroom right away.39.Q：How do you greet the checking-in guests at the Front Desk?A：Good morning. Welcome to the Hotel. Do you have a reservation?40.Q：What are the items of information a receptionist should ask the guests to enterwhen filling out the registration form?A：The receptionist should make sure that such information items as the guest’s full name，address，nationality，forwarding address，visiting purpose and signature are all entered correctly and legibly.41.Q：How do you ask for guests’ personal information politely?A：Excuse me. May I have your name，address and your telephone number?42.Q：Inform the guest that you are able to accept his booking.A：We are glad to tell you that we are able to accept your booking.43.Q：How to ask about the Room Rate for a double room?A：What is the price for a double room?/ How much is a double room per night?44.Q：You’ve helped the guest check in at the Front Desk. And now tell him to follow thebell boy to his room.A：If you are ready，the bell boy will show you up to your room.45.Q：How do you inform the guest of the arrival of his visitor?A：A certain Mr. Zhang wants to see you，sir. He is now waiting in the lobby.46.Q：How do you ask the speaker to slow down?A：Excuse me，but would you please slow down a little?/ Excuse me，madam，but would you mind slowing down a bit?47.Q：Give two examples of making courteous parting remarks.A：Thank you for calling us，sir. / Thank you for choosing us for your service，sir. / Thank you for staying with us，sir. / Thank you for using Room Service，sir.48.Q：How do you talk about distance when showing guests the way?A：It takes about 20 minutes to get there by taxi/bus/on foot. /It is 20 minutes’ taxi ride/ bus ride/ walk from here.49.Q：How do you check if the visitor of a guest，named Williams，has an appointment?A：Did Mr. Williams know that you were coming?/ Is Mr. Williams expecting you?/ Do you have an appointment with Mr. Williams?50.Q：How do you offer to take a message for a guest?A：Would you like to leave a word/message?/ Anything you’d like me to tell/pass along to the guest?。

酒店服务和管理技能比赛题库一、考核大纲表中“☆”表示该岗位必须掌握的知识考点二、题库范例（一）酒店基本知识1.如家愿景：成为大众住宿业的卓越领导者。

2.如家使命：1）为宾客营造干净温馨的“家”；2）为员工提供和谐发展的环境；3）为伙伴搭建互惠共赢的平台；4）为股东创造持续稳定的回报；5）为社会承担企业公民的责任。

3.如家服务理念：把我们快乐的微笑、亲切的问候、热情的服务、真心的关爱奉献给每一位宾客和同事。

4.酒店产品设计理念：1）客房墙面以粉、黄、绿相容，配上兰色的窗帘和粉色的被套，充分体现温馨如家氛围。

2）米黄色的家具，草绿色的地板，给人以明亮、简洁，回归大自然的感觉。

体现了“适度生活、自然自在”的生活理念；3）明黄色的淋浴房，给客人心情愉悦感觉，同时予以注意安全的寓意。

5.如家客房产品的设计理念是干净、舒适、温馨、安全。

6.穿黑色绒面鞋和黑色布鞋的岗位有客房服务员、PA服务员、客房经理。

7.制服的穿着要求：1）整洁、挺刮和大方。

制服必须上衣平整、裤线笔挺；2）做到衣裤无油渍、污垢、异味。

领口与袖口尤其要保持干净。

8.发型要求：1）朴实大方，头发要适当梳洗；2）男士鬓发不盖过耳部，前不及眉，头发不能触及后衣领，不烫发、不染色发，保持清洁、整齐、无头屑；3）女士头发过肩须整洁扎起，并用黑色发网罩起。

不能有怪异发型和发色。

9.规范的站姿：1）端正、自然、亲切、稳重；2）上身正直、平视前方、面带微笑、挺胸収腹、腰直肩平，两臂自然下垂，两腿站直；3）男士站立时,两腿可略分开;女士两腿合拢。

10.恰当的手势要求：1）自然优雅，规范适度，富有表现力的“体态语言”；2）将五指伸直并拢，掌心斜向上方，手与前臂形成直线，以肘关节为轴，弯曲140度左右为宜，手掌与地面基本上形成45度角；3）与客人交谈时，手势不宜过多，动作不宜过大，更不要手舞足蹈；4）手势动作应与表情和表意相一致；不能用单手指，指点客人或指向。

11.优质服务的10把金钥匙：1）一流的服务员，一流的服务标准；2）微笑；3）客人至上的信条，给予顾客宾至如归的感受；4）热情、快速、准确的服务；5）干净、温馨的客房，怡人的环境；6）真诚、诚实和友好；7）注重仪表和行为举止；8）具有团队精神和沟通能力；9）用尊称来问候客人；10）熟悉自己的工作、熟悉酒店、熟悉有关信息。

2021池州市职业院校技能大赛中职组饭店服务赛项客房专业知识口试题库（60题）一、简答题（30题）1.旅游饭店星级评定检查的项目包括哪些？答：（1）必备条件；（2）设施设备；（3）饭店运营质量。

2.简述客房设备用品配置的基本要求。

答：（1）体现客房的等级和礼遇规格；（2）广告推销作用；（3）客房设施的配套性；（4）摆放的协调性；（5）以功能需要为转移，功能与美观相统一；（6）反映现代化需求，又要体现民族风情和地方特色。

3.简述客房的发展趋势。

答：（1）服务简便化；（2）设施智能化；（3）设备自动化；（4）设计人性化；（5）客房绿色化；（6）房型多样化等。

4.简述服务员在收取客衣时应核对项目。

答：（1）核对客人姓名、房号、日期、衣物名称、件数是否相符;（2）洗衣的种类；（3）衣服是否有破损、特别污迹；（4）客人有否签名等。

5.简述遗留物品处理的简要程序。

答：（1）发现客人的遗留物品，要及时送交客人；（2）如果客人已离开饭店，要积极与客人取得联系并遵照客人要求处理；（3）无法交还客人的物品，要详细填写宾客遗留物品登记表6.客房清扫的基本方法？答：（1）从里到外；（2）环形清扫；（3）先干后湿；（2）抹布干湿分开、折叠使用等7.客房产品的特点有哪些？答：（1）价值不能贮存（2）所有权不发生转移（3）以暗的服务为主（4）随机性与复杂性8.简述空房的清扫要求。

答：（1）用干抹布除去家具设备及物品的浮尘；（2）每天将浴缸和脸盆的冷热水及便器的水放流1—2分钟；（3）连续几天为空房的，要吸尘一次；（4）检查客房有无异常情况；（5）检查浴室“五巾”是否因干燥而失去弹性和柔软度，如不符合要求，要在客人入住前更换；（6）给地漏注水。

9.客房清扫的规定有哪些？答：（1）客房清扫应于客人不在房间时进行，如客人在房间需征得客人同意后方可进行；（2）养成进房前先思索的习惯；（3）注意房间挂的牌子；（4）养成进房前先敲门通报的习惯；（5）讲究职业道德，尊重客人生活习惯；（6）厉行节约，注意环境保护。

第一组：前台入住试题一套：应知应会：1、请说出福粤中餐厅的营业时间及风味？答：营业时间：午餐12 : 30 - 15 : 30晚餐19 : 00 - 23 : 30风味：谭府官宴、新派粤菜、风味鲁菜、北方精品专业知识：1、专业专业知识：术语解释——Skipper。

答案：（1）故意逃帐者；（2）特征：无行李或少行李者，使用假信用卡和假支票者等；（3）预防逃帐的措施：要求此类客人以现金的形式交付足额押金，当不能确定信用卡或支票的真伪时，应立即与银行取得联系进行确认，对有逃帐记录的客人，酒店应记录客人的姓名，编制进“黑名单”。

2、疑难问题处理：客人预定好房间，到前台后，房间仍是脏房？答案：（1）向客人致歉并解释，建议客人先办理入住手续。

（2）前台通知大堂经理可安排客人在休息区或大堂吧休息等待。

（3）关注房间，房间打扫后第一时间将房卡送到客人手中，送客人到房间，再次感谢客人的理解。

二套：应知应会：1、请说出四季西餐厅的营业时间及特色？答：营业时间：早餐：07 : 00 - 11 : 00午餐：13 : 00 - 15 : 30晚餐：19 : 00 - 22 : 30特色：开放式厨房、现场烹制专业知识：1、专业专业知识：术语解释——No-show。

答案：（1）订房不到；（2）没有预先通知取消又无预期抵达的订房；（3）对酒店的影响：使酒店失去预期的利润；（4）如何对付“订房不到”：要提前告之酒店为其保留房间的最后时限时。

2、疑难问题处理：团队漏结账目如何处理？答案：（1）检查该团所有资料，了解该团的旅行社名称，接待经办人姓名，了解该团目前的去向（2）如还在本地旅游或未离开机场等地方，可携带账单去收取漏结账目。

如已离开本地，通过旅行社联系到陪同或者导游，请他们协助收回漏结账目，具体商定如何收钱以及开取发票。

三套：应知应会：1、请说出下列几种编写术语的含义？答：EOD 行政值班经理DND 请勿打扰C/I 住宿登记C/O 离店结帐AM 大堂值班经理VIP 重点宾客专业知识：1、专业专业知识：术语解释——Commercial rate.答案：（1）商务房价。

酒店服务技能大赛试题库及答案一、判断题。

1.“Check-Out Room”表示“住客房”。

A 、正确B 、错误 ( 正确答案 )2. 客房服务员发现访客离房时带有贵重物品或客房物品，应立即向公安部门报告。

A 、正确B 、错误 ( 正确答案 )3.A check-out room means the guests are leaving the hotel at the end of their stay 。

A 、正确 ( 正确答案 )B 、错误4. 客房服务员发现生病的客人要及时向上级报告并作好记录。

A 、正确 ( 正确答案 )B 、错误5. 起居室在套房中一般是采光及通风等比较好的一间。

A 、正确 ( 正确答案 )B 、错误6. 前台收银处给每一个人住客设立一张账卡，供收银员按日填入该客人在住店期间的房费及其他各项赊欠账。

A 、正确B 、错误 ( 正确答案 )7. 空调器若关闭后再重新启动时，必须等 1 分钟以后才可再开，以免因机内气体没有得到充分平衡，造成重新开机时使用负荷过大，损坏电动机。

A 、正确B 、错误 ( 正确答案 )8. 前台收银处一般归属饭店财务部A 、正确 ( 正确答案 )B 、错误9. 较高规格客房的卫生间有净身器和淋浴房。

A 、正确 ( 正确答案 )B 、错误10. 如果看见“DND”挂牌，客房服务员应立即为客人清扫房间。

A 、正确B 、错误 ( 正确答案 )11. 如果住客需要，客房服务员应该帮客人买药或提供相关药品。

A 、正确B 、错误 ( 正确答案 )12. 若电视机长期不用，要拔下电源插头。

A 、正确 ( 正确答案 )B 、错误13. 低温类植物花卉室内生长的最低温度不能低于 10℃。

A 、正确B 、错误 ( 正确答案 )14. 若有液体或异物落入电视机箱内，应立即拔掉电源，请专业人员检查后方可使用A 、正确 ( 正确答案 )B 、错误15. 布草房下设客衣组、干洗组、湿洗组、熨衣组等班组。

2019全国职业院校技能大赛中职组酒店服务赛项英语口试题库一、中餐宴会摆台与服务部分情景应答及答题要点：1. Q: Ask the guests if they have a reservation with your restaurant.A: Good evening. Do you have a reservation?2. Q: How do you check upon the guest’s name of the reservation?A: Good evening. Under whose name was your reservation made?3. Q: The guests need a table for 4, and they would like to dine somewhere quiet.A: Very well. This way please. Here’s a window table for four overlooking the lake. It’s ver y nice and quiet here.4. Q: Can you explain the terms of breakfast both for adults and children in the hotel?A: Sure, we offer breakfast at the rate of 128 RMB for each adult, and it’s free of charge for children under 6.5. Q: If you want to confirm the reservation of the dinner, what will you say?A: I will say “Good evening, sir. I’d like to confirm your reservation. May I have your name, please?”6. Q: Inform the guest that the restaurant is fully booked this evening, and suggest him tobook a table for tomorrow evening.A: I’m sorry. We are fully booked this evening. How about tomorrow? We still have some nice tables available for tomorrow evening.7. Q: What would you do when the guest complains that the restaurant is too noisy?A: I will apologize and say “let me see if we can find a table on the other side of the restaurant, it is a bit quiet there.”8. Q: Ask the guests’ preference for food, Chinese, Western, Japanese or Korean.A: Which style of cuisine would you prefer? We serve Chinese, Western, Japanese and Korean food here.9. Q: How do you offer to take order for the guests in the evening?A: Good evening. May I take your order now? / Are you ready to order now?10. Q: How do you ask the guest to check his bill?A: Here’s your bil l. Please check it. The fruit combination is on the house.11. Q: Visit the table to check if your service is satisfactory. Inform the guest the lastcourse will be dessert.A: Is everything to your satisfaction? All the dishes have been served as the menu goes, except for the dessert to follow.12. Q: Ask the guest his preference for juice.A: What kind of fruit juice would you prefer? We have grape juice, kiwifruit juice and orange juice.13. Q: Ask the guest’s choice of wine.A: Would you like a bottle of red wine to go with your Sirloin Steak?14. Q: What will you say when serving the guests their dessert?A: Here is your dessert. Please enjoy.15. Q: Ask the guest how he would like his steak prepared.A: How would you like your steak done? Rare, Medium or Well-done?16. Q: What is the duty of a Food and Beverage Manager?A: A Food and Beverage Manager is in charge and directs the work ofthe Department.17. Q: Tell the guests the general sequence of a Chinese dinner.A: Chinese dinner usually starts with cold dishes and ends with a soup.18. Q: What do you recommend if the guest orders a fresh white water fish?A: May I suggest steaming the fish to retain its freshness?19. Q: How do you ask about the guest’s preference for buffet or a la carte service?A: How would you like your dinner served? A buffet or an a la carte service?20. Q: How do you ask about the guest’s preference for salad?A: What kind of salad would you prefer? We have Ham Salad, Prawn Salad, and Fresh Vegetable Salad.21. Q: How do you respond to a guest’s compliments to your service?A: Thank you for your compliments. It’s our greatest pleasure to be of service.22. Q: How do you ask the guest where he or she would like to sit?A: Which table do you prefer, by the window or near the door?23. Q: Ask the guest what vegetable he’d like to have with his chicken.A: What vegetable would you like to go with your Roast Chicken?24. Q: What do you say in seeing off the guests?A: I’m glad you enjoyed. Thank you for coming! See you next time.25. Q: Tell the guest what exactly is the dish of “Spaghetti with Lamb”.A: “Spaghetti with Lamb” is actually lamb cooked with herbs and served with spaghetti.26. Q: As a hostess, what’s the first thing you need to find out when the guest arrives?A: I have to find out whether the guest has a reservation or not.27. Q: What will a bartender tell the guests about Margarita?A: A Margarita is a popular cocktail made by mixing one part of tequila and three parts of dry wine and lemon.28. Q: What would you say if the guest wants to know the business hours of yourrestaurant?A: We provide restaurant service from 6:30 a.m. to 10:00 p.m. every day.29. Q: What information do you give when introducing your restaurant to the guest?A: I would tell the guest about the style, the specialties, the popular dishes, the business hours of the restaurant.30. Q: What would you say when you are recommending something to the guest?A：May I recommend this one, madam? / May I suggest you try this one, sir? / Would you like to take a look at this, Miss?31. Q: After you have finished taking order for the guests, what would you say?A: Thank you. Please wait a minute. We’ll be back with your order soon.32. Q: If the guest wants to try some dishes that are typical local specialty of Suzhou, buthe has no idea what to order, what would you recommend to him?A: I will recommend the Squirrel-shaped Mandarin Fish, the Quick-boiled White Shrimp, and the Stir-fried Shredded Eel with Hot Oil.33.Q: What would you say to the guest when you are recommending your housespecialty？A: Would you like to try our house specialty? It’s very popular among our guests. 34. Q: How do you respond to a guest’s complaint about the dish being too salty?A: I will apologize and say: “Let me organize another dish for you”.35. Q: If the guest tells you that his wife is a vegetarian, what would you say?A: We do serve delicious vegetarian food in our restaurant. Actually the Tofu dishesare very popular among the guests.36. Q: If a guest wonders whether he could smoke at the bar, what will you probably say?A: I will say “Sorry,sir.Our bar is non-smoking.But we have smoking area outside the bar over there”。