《前台术语解释疑难问题处理100题》(5)

答：1、应有礼貌地站在客人的一旁，双目注视着要找的客人。 2、当客人主动停下谈话时，向其他客人表示歉意。

3、简明扼要讲述要找客人事由，待其答复后再次向其他客人表示歉意。 4、如果用上述的办法，客人仍未觉察到你要找他时，应掌握在客人谈话的空隙征得客人同意，陈述打断理由。

32, the guest is talking, you have something urgent to find him when how to do?

Answer:

1, should be polite to stand on the side of the guests, eyes looking at the guests to find.

2, when the guests to stop talking, the other guests apologize.

3, to find the guest personnel by concise and to the point about the answer, again apologize to the other guests.

4, if the above approach, the guests have not yet found that you want to find him, should be in the guest's conversation with the guests agreed to the consent of the guests, the statement interrupted reason.

33、圣诞节、春节等节日期间遇到客人时怎么办？

答：1、节日期间以愉快的心情与客人打招呼，使用“圣诞快乐”“新年好”“恭喜发财”等节日敬语。

2、应注意，任何时候在客人面前都不应该有不愉快的表情流露。

33, Christmas, Spring Festival and other holidays when how to do? Answer:

1, during the festival to a happy mood and a guest greeting, use \merry Christmas\and \New Year\Hei Fat Choy\festivals such as honorifics.

2, should pay attention to, at any time in front of the guests should not have an unpleasant expression.

34、客人出现不礼貌的行为时怎么办？

34, when the guests appear impolite behavior how to do?

答：1、有理有节，不卑不亢。

2、分清情况，无意的，不与计较，恶意的，建议客人心平气和地商量解决问题。

3、如果是客人过激语言或行为，应保持冷静和克制的态度，不能以粗言回敬，要用礼貌来感染客人。

4、如果是对女服务员态度轻浮甚至动手动脚，女服务员可迅速回避，男服务员应主动上前应付。

5、如果情节严重或动手打人，应立即向上级报告，同时记录详细经过。

Answer:

1, rational and restrained, be neither humble nor pushy.

2, to distinguish the situation, no intention, not with the dispute, malicious, and recommended that the people of the heart to discuss and solve the problem.

3, if guests radical language or behavior, should maintain an attitude of calm and restraint, not to coarse language responded to use polite infection to guests.

4, if it is to the waitress levity and even lift, the waitress can quickly avoidance, the waiter should took the initiative to deal with.

5, if the circumstances are serious or beatings, should be reported to your supervisor immediately, and record details.

35、当你在岗位上工作时，一位客人缠着你聊天，你应如何处理？ 答：1、询问客人是否有事需要帮忙。 2、礼貌地向客人解释，工作时间不便长谈。 3、如客人不罢休，可借故暂避。

35, when you work in a position, a guest with you to chat, how should you handle?

Answer:

1, ask whether the guests need help.

2, politely explain to the guest, long working time inconvenience.

3, if you do not give up, be an excuse to take shelter.

36、为表示谢意，客人向你赠送小礼品或小费时，怎么办？ 答：1、对客人的盛情表示感谢。 2、对客人的赠送婉言谢绝。

3、盛情难却的话，则将小费及礼品交上级处理。

36, in order to express their gratitude, the guests presented to you a small gift or tip, how to do?

Answer:

1, thank you for the hospitality of the guests.

2, the guests presented declined.

3, shengqingnanque words, will pay a higher level processing and gift tips.

37、客人请你出去玩或看戏时怎么办？ 答：1、表示感谢。 2、婉言谢绝。

3、注意谢绝的语言技巧。

37, the guest asks you to go out to play or plays when the theater? Answer: 1, thank you.

2, declined.

3, pay attention to language skills declined.

38、客人要求与你合影留恋怎么办？ 答：1、向客人表示谢意，但应婉言谢绝。

2、如客人出于善意且执意要求合影，则要征得上级同意，在不影响工作和饭店格调前提下，可以与客人合影。

3、但要避免单独与客人合影。

38, the requirements of the guests and you take a picture of how to do?

Answer:

1, thanks to the guests, but should be declined.

2, if the guest out of goodwill and insists on the photo, to obtain parent consent, in does not affect the work and hotel style under the premise, with guest photo.

3, but to avoid the guest photo alone.

39、在服务中，自己心情欠佳时怎么办？

答：1、要记住我们的工作是为客人服务，而不是为自己服务，所以不能将自己的不佳情绪带到工作中。

2、自己的不良情绪会造成工作失误和客人不满，要尽力去克制。 3、如实难控制，应暂时回避，等情绪稳定下来再为客人服务。

39, in the service, what do you do when you are in a bad mood? Answer:

1, we must remember that our work is to serve the guests, rather than for their own services, so you can not bring their own bad mood to work.

2, their bad mood can cause the work fault and the guest is unhappy, must try to control.

3, it is difficult to control, should be temporarily avoided, such as emotional stability and then serve the guests.

40、当你遇到下级与客人争吵时怎么办？ 答：1、本着“客人总是对的”的原则。 2、制止员工的争吵，请他回避。

3、向客人道歉，问明情况，为客人解决问题。 4、事后教育员工。

40, when you encounter the lower and the guests when the quarrel how to do?

Answer:

1, in line with \guest is always right\principle. 2, to stop the staff quarrel, ask him to avoid.

3, apologize to the guests, ask the situation, to solve the problem for the guests.

4, after the education staff.

41、对特殊宾客怎样服务？

答：1、尊重客人，服务耐心，周到。

2、主动帮助客人，优先满足客人要求，并给予特别照顾。

3、对伤病和残疾宾客的服务要迅速体贴，对饮酒宾客的服务要耐心细致，对儿童要掌握儿童的特点。

4、记录客人特点，传达到相关部门，随时为客人提供服务。

41, for special guests how to serve? Answer:

1, respect for the guests, the service of patience, and thoughtful. 2, take the initiative to help guests, give priority to meet the requirements of the guests, and give special care.

3, the injury and disabled guests service to be rapid and considerate, the service of drinking guests should be patient and meticulous, the characteristics of children to master the child.

4, record the characteristics of the guests, to convey to the relevant departments, at any time to provide services to the guests.

42、对挑剔的客人怎样服务？

答：1、以礼相待，认真耐心地听清楚客人所挑剔的事情，绝对不允许与客人争论

2、不将自己的愿望、想法与店方的规定强加于人，也不能为此影响工作情绪；

3、对客人提出的问题，坚持在饭店利益不受损害的情况下，尽量满足客人的要求; 如是无理要求或无法满足，则要婉转地拒绝。

4、对挑剔客人服务的水准要保持一致性，不得打折扣。

5、记录挑剔的客人姓名、特点等情况，以便有针对性地提供服务。

42, to the discerning guests what services? Answer:

1, with due respect, earnestly patiently listen to guest critical things, absolutely not allowed to argue with the guest

2, will provide your wishes, thoughts and shop on others, nor for the emotional impact of the work;

3, the guests presented problems, adhere to the hotel interests will not be harmed. Try to satisfy customers' requirements; such as unreasonable demands or unable to meet, to refuse it politely.

4, the guest services critical to maintain consistency, not discount.

5, record of discerning guest name, etc., in order to provide targeted services.

43、发现客人行动不便时怎么办？ 答：1、主动上前为客人服务。 2、举例：如扶客人、帮提行李等。 3、安排房间应靠近电梯或服务台。 4、通知有关部门，对客人特殊照顾。

43, found that the guests do not move, how to do? Answer:

1, take the initiative to serve the guests.

2, for example, to help support such as guest luggage etc..

3, the arrangement of the room should be close to the elevator or the service desk.

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