2013年湖南省高职旅游服务专业类中餐主题宴会设计项目(5)

same time, I would thank the guest all the same.

18. What do you think of the sentence “the guest is always right”?

Answer: In my opinion, it means, when we provide service for the guest ,we should stand in his shoes. Try all our best to make the guest satisfied. When handling misunderstandings and complaints, we’d better make good use of professional skills to respect our guest, save their face and make them stay in comfort. If the guest’s requests are not reasonable, we should explain patiently, and offer apology and concerns to them.

19. What is your own opinion towards tips? Please state your idea in your own words.

Answer: I think tips mean that the guest is satisfied with my job and service. And I know it is quite common in Western countries to accept tips from a guest. Therefore, I won’t refuse tips, because it will make the guest embarrassed. But before accepting tips, I should confirm the payment of service with my guest, in case of any misunderstanding or miscalculations.

20. Have you been trained to deal with emergencies? How will you settle the problem? Please

put forward your ideas with an example.

Answer: It is quite important to be trained to handle emergencies in the banquet service. For example, a guest may get stomachache or faint when attending a banquet or having dinner in the restaurant. In that case, a waiter/waitress should first keep calm. Then call for the ambulance and wait for the doctor. A waiter/waitress shouldn’t move the guest as he/she has no proper first aid knowledge or skills. When the doctor comes, I will assist the doctor and keep the food and drink on the table, in case there will be an examination of the food.

附件2：“中餐主题宴会设计”赛项设备(见“职教新干线”湖南工程职业技术学院机构空间技能竞赛专题栏目）

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