3、联系接待部门或客人的助手、随从，请他们安排。
21, a famous person in your hotel, someone claiming to be a newspaper reporter, he asked to know the guest's room number, and would like to interview, how should you deal with this?
Answer:
1, refused to inform the room number, and explain the relevant provisions.
2, asked the reporter to produce the relevant documents, to verify the identity.
3, contact the reception department or the guest's assistant, follow, please arrange for them.
22、深夜，客人来电话说隔壁的客人很吵，无法入睡，应如何处理？ 答：1、向客人表示歉意。问清房号（包括嘈杂的）。 2、打电话或是上房间，劝告嘈杂的客人。 3、可以帮肋客人转房。
22, late at night, the guests came to the phone said that the next door is noisy, can not sleep, how should handle?
Answer:
1, apologize to the guests. Ask the room number (including the noisy).
2, call or on the room, advise the noisy guests. 3, can help the rib guest room.
23、一位女客人来报，她晚上经常受到一些不明身份的电话骚扰，你如何处理？
答：1、了解详情。
2、建议客人转房或对客人房号保密，所有电话通过总机转接。 3、通知保安部采取安全措施。
23, a female guest to the newspaper, she often by some unidentified telephone harassment at night, how do you deal with?
Answer:
1, to understand the details.
2, to advise the guest room or confidential guest room number, all by telephone switchboard.
3, notify the security department to take safety measures.
24、某星期日，你接到楼层服务员报，有十几个团体客人在楼层走廓里做祷告。作为大堂副理，你应如何处理？
答：1、立即到现场劝止客人。 2、建议客人到市内教堂做祷告。 3、如无教堂，可向客人提供会议室。
24, a Sunday, you received a floor attendant newspaper, a dozen group of guests on the floor zoukuo prayer. As an assistant manager, how should you do?
Answer:
1, immediately to the scene to discourage guests. 2, advise the guest to the city church.
3, if no church, to provide guests with the meeting room.
25、楼层服务员清扫房间时发现客人生病了，立即通知正在当班的你，你该怎么办？
25, the floor attendant to clean the room and found the guest is ill, immediately notify you are on duty, what should you do?
答：1、对客人表示关切，简单询问一下病情。
2、客人行动方便，引导他去医务室，行动不便则叫医生到现场诊断。 3、运送客人要避开公共场所。 4、传染病做好隔离和消毒工作。 5、慰问病人。
Answer:
1, the guests expressed concern, simply ask about the condition. 2, the guest action is convenient, guide him to go to the medical room, the action inconvenience is called the doctor to the spot diagnosis.
3, transport guests to avoid public places.
4, infectious disease to do a good job in isolation and disinfection work.
5, condolences to the patient.
26、你饭店的一位住店客人因在房间的椅子上摔绞而受伤，你应如何处理？
A guest at your hotel, 26 for a chair in the room fell and twisted injured, how should you handle?
答：1、道歉并安慰客人，马上联系医生。
2、向上级汇报，通知相关部门进行特殊照顾。 3、陪同上级到房间探病问候。
4、对所发生的事情向客人表示歉意，必要时进行补救措施。 5、通知维修部门对该房的设备进行检查维修。
6、做好事发经过记录，查事故发生的原因，吸取教训，防止类似的事情再发生。
Answer:
1, apologize and comfort the guests, immediately contact the doctor.
2, report to the superior, notify the relevant departments to carry out special care.
3, to greet the visiting room accompanied by the superior.
4, to apologize to the guests what happened, when necessary, to carry out remedial measures.
5, notify the maintenance department of the housing equipment for inspection and maintenance.
6, to do a good job of the incident, check the cause of the accident, learn from the lessons to prevent similar incidents from happening again.
27、客人反映在客房失窃时怎么办？ 答：1、详细了解客人丢失物品细节。 2、帮助客人寻找。
3、确实找不到的话要及时向上级汇报。
4、如果是重大的失窃（价值较大）时，应马上保护现场，立即报告保安部门，必要时要将客人的外出、该房间的来访等情况提供有关部门协助调查处理。
27, guests reflected in the room when the theft of how to do? Answer:
1, detailed understanding of the details of the loss of the guests.
2, to help the guests to find.
3, really can not find the words to report to the higher authorities in a timely manner.
4, if it is a major theft (value) of the larger, should immediately to protect the scene, immediately report to the security department, necessary to the guest go out, visit the room, provide relevant departments to assist in the investigation process.
28、当发现客人一夜未归时怎么办？ 答：1、检查该房间有否异常。 2、了解客人有无在其他房间。
3、联系接待单位，了解是否有外出安排。
4、如不知其去向或无法打听时立即向上级汇报，并密切注意该房间。 5、如房间没有任何物品时要考虑客人是否逃帐。
28, when the guests do not have a night to find how to do? Answer:
1, check whether the room has abnormal.
2, to understand whether the guests in the other room.
3, contact the reception unit, to understand whether there are arrangements for going out.
4, if they do not know where to or can not be asked to report to the superior immediately, and pay close attention to the room.
5, such as the room without any items to consider whether the guest to escape account.
29、当接到客人在房间休息要求任何人不要打扰并不接电话时怎么办？ 答：1、确认房号、姓名和时间段。
2、通知总机做电话DND（免打扰）和房务中心做人工DND。 3、做好记录工作。
4、过时同客人联系取消DND。
29, when receiving guests in the room to rest and ask any person do not bother not to answer the phone when how to do?
Answer:
1, to confirm the room number, name and time period.
2, to inform the operator telephone DND (DND) do artificial DND and room service center.
3, do a good job of record.
4, out of date with the guests to cancel the contact DND.
30、当发现客人不懂使用我们的设备时怎么办？ 答：1、首先向客人表示歉意，不能嫌弃和嗤笑客人。
2、向客人作详细介绍，耐心向客人说明用法。
3、说话要注意态度和语言艺术，使客人不至于不懂使用房间设备感到有失面子而觉得难堪。也不能因此瞧不起客人，以为客人土气，更不应该有此情绪流露以至引起客人的不快。
4、如果客人仍不清楚，则叫人去现场示范。
30, when the guests do not know what to do when we use the equipment?
Answer:
1, first of all apologize to the guests, and guests can not despise scorn.
2, make a detailed introduction to the guests, patiently explained to the guests.
3, attention should be paid to speak attitude and language art, make the guests not to understand the use of equipment room feel embarrassed to lose face. Also can not look down upon the guests, the guests think rustic, but should not have the emotion and cause the unhappy guests.
4, if the guests are still not clear, it is called to the scene to demonstrate.
31、当客人提出的问题，你不清楚难以回答时该怎么办？
答：1、仔细倾听，详尽回答。
2、不懂或不清楚，回答没有把握的问题，请客人稍等，向有关部门了解后再做答复。
3、因无法一时弄清楚的问题，请客人回房稍候，弄清楚后再答复。 4、经努力仍无法解答时也要给客人一个回音，并耐心解释，表示歉意。
31, when the guest's questions, you don't know the answer to how to do?
Answer:
1, listen carefully, detailed answer.
2, do not understand or do not know, answer not to grasp the problem, please wait a moment, to the relevant departments to understand and then do reply.
3, due to the problem can not be a moment, please return to the room for a moment, get a clear answer.
4, after efforts still cannot answer when to give the guests a reply, and patiently explain, apologize.
32、客人正在谈话，你有急事找他时怎么办？
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