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 doesn't 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. Li's 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 \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 doesn't know the employee's 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 guest's 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 year's 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。
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