- Listening is a ability to perceive sounds automatically.
- All Chinese people know Kung Fu.
- If you understand the speaker’s meaning, interrupt him/her immediately for saving time.
- Usually, same-day laudry service is more expensive than express service.
- Complaints can be used as learning experiences. They can teach you how to give better service and avoid situations that may lead to complaints in the future.
- Housekeeping is to see to the cleanliness and good order of all rooms and public areas in the hotel.
- “He is not available now.” means “He can’t answer the phone now”.
- The waiter should show the label to the guest before pouring the wine.
- One of the main reasons we quality check in service is because complaints people have are rarely voiced.
- After taking the order, the waiter need to repeat the order back to guest.
- Why should we ask customers more questions?
- Hotel usually provides a long-term accommodation for guests.
- When will compliant happen?
- What topics could the hotel attendant talk about when picking up the guest from the airport?
- What are the challenges that people face when dealing with upset customer?
- Price is relatively lower in the peak season.
- Body language can have an effect on how you sound on the phone.
- Express service—laundry can be done in three hours.
- Room reservation is usually the first connection between guests and the hotel.
- The main tasks of the executive chef are.
- What should maintenance staff pay attention to when entering the room for repairing?
- If a hotel guest wants to settle his bill, which ways of payment could be used?
- Stereotypes lead to.
- Mobile payment may include the following:
- Why is it necessary to listen to the customers?
- Which are the unacceptable topics.
- What questions should a hotel attendant ask if there is a wallet lost report from the guest?
- Which hotel brand belongs to Marriott?
- There are three methods to raise cultural awareness.
- Furniture could include.
- When requesting, offering, or recommending things, you should.
- When dealing with complaints, what is more important?
- Language, food, greetings & dress are.
- Talking with a shaky trembling voice, what does it imply?
- Please ( )an umbrella and ( ) warm when you are going out.
- Sitting slumped or hunched, what does it mean?
- What is the best way to answer an external guest call .
- 有人在服务您吗？
- 请问您有预订吗？
- 您介意我现在收拾房间吗？
- I’d getting ice from the machine on your floor. It’s by the elevators.
- is a kind of preconceptions, which is about a guest who can lead to judgments. Judgments and feelings build up into bits of knowledge you “know’ about your guests. These are called Stereotypes.
- L.E.A. F. stands for.
- The title of Mrs. Means.
- is the primary leader of the property of hotel.
- The housekeeping is responsible for ( ) of all guestrooms in a hotel.
- Places, towns, facilities that provide recreation and relaxation over and above accommodation, meals and basic amenities.
- The two main types of anger are.
- I’ d like to have a ( ) at 6:30 tomorrow morning by operator.
- Which adjective is NOT used correctly?
- ( ) is the series of stages a guest goes through before they arrive at a hotel, during their stay, and after they leave.
- Which word set best fits with: "Using certain modal verbs are excellent ways to soften a request or give an instruction. ( )
- What department has contact with the guest during all four stages? ( )
- The front office staff will deal with many guest requests, and have big influence on the guest's enjoyment during the departure stage. （ ）
- What are the three requirements for dealing with questions? ( )
- Most people make a reservation Online or by phone before they arrive at a hotel, so they don't have to walk around to find a hotel with rooms available. （ ）
- ( ) is the first place people will go if they have questions or concerns.
- Softeners are usually at the beginning of a sentence.（ ）
- To be polite, negative sentences (verb +not) should always contain the words “I'm sorry” .（ ）
- During the arrival stage, the guest will check in and receive their keys and any important information about their room and the hotel. （ ）
- A ( ) is a place of interest where tourists visit, typically for its inherent or an exhibited natural or cultural value, historical significance, natural or built beauty, offering leisure and amusement.
- People generally travel for a specific purpose. That purpose will determine where they'll stay and how they'll spend their time when away from home. As such ( ).
- Using landmarks can make it more difficult to give directions.（ ）
- No matter what job you have in a hotel, you are a salesperson.（ ）
- Typical amenities at a hotel, inside the room include ( ).
- When offering directions in a hotel, many times it is polite to lead guest to their destination.（ ）
- Rating systems are used to let people know what a hotel generally offers.（ ）
- ( ) assists guest with restaurant reservations, tickets for entertainment venues and arranging transportation.
- If your guest wants to go somewhere in the city, you can give them a map or even draw one with a few locations they may want to visit. Make sure to: ( ).
- You can add meaning to your message by placing the stress on an adjective.（ ）
- On Average, you have only 7 seconds to make a good first impression. Most times, people have positive or negative impression of you within 3 seconds.（ ）
- We are looking forward to ( ) you again.
- Excuse me, sir. You need to ( ) the form.
- Europeans and North Americans cultures often use small talk to break uncomfortable silences when someone is in their social or persona zones. （ ）
- Asking about how much a person makes is acceptable small talk. （ ）
- Asking someone's age is acceptable small talk on their birthday.（ ）
- ( ) is a list of food and beverage items.
- Shifting the focus of a statement from someone back onto yourself can make you seem more polite. （ ）
- What are NOT acceptable “small talk” topics? ( )
- What elements are NOT part of a good first impression? ( )
- Active listening allows the listener to understand and evaluate they hear using both verbal and non-verbal messages.（ ）
- As a Room Attendant, what is a good way to announce yourself when you knock on a guest room door? ( ).
- Laundry service 是指( ).
- One way to maintain mental focus while listening to a speaker is to mentally repeat words they are saying as they say them.（ ）
- You should try to guess what a speaker will say next and formulate your response while they are talking.（ ）
- Providing feedback to the speaker does NOT include ( ).
- The first step in active listening is to ( ).
- Respond to the statement: “I need more towels.” ( )
- Critical thinking means ( ).
- Maintaining eye contact and mirroring expressions are ways to show interest in what the speaker is saying.（ ）
- People will avoid ( ) in lineups or elevators because they feel insecure about other people in their personal space.
- Touch is the least powerful form of non-verbal communication.（ ）
- A message will seem insincere if the verbal and non-verbal messages inconsistent. （ ）
- A line cook's main responsibility is to prepare salads and desserts.（ ）
- When in conversation, a good amount of personal space would be ( ).
- A simple technique to improve eye contact is to look into a person's eyes long enough to notice what color they are.（ ）
- When meeting someone, you should make ( ) seconds of eye contact, and 4-5 seconds at a time during conversation.
- A good handshake means hands connect web to web, is firm but not too strong, goes in an up down motion lasting 3-4 seconds, all while making eye contact. （ ）
- Over half of how we communicate is through body language.（ ）
- Signals that someone is “strong and confident” are ( ).
- Most Germans demand good manners, so use their title and last name unless invited to use their first names.（ ）
- In the Triple A's of global service, “Adaptability” means ( ).
- When greeting a guest ( ).
- If someone has waited for you to help them, you should ( ).
- Using titles and surnames to call your guests.（ ）
- When serving people from other countries, you should ( ).
- Anytime a guest comes within ( ) of a staff member, the staff member should add a sincere greeting or gesture to the smile and eye contact.
- Usually, Russians take great pride in their country, love the arts, and place a high value on their families. （ ）
- Anytime a guest comes within ( ) of a staff member, the staff member should make friendly eye contact and give them a warm smile to acknowledge them.
- People will feel comfortable when ( ).
- All teenagers like punk music and smoke.（ ）
- Before the interview, please ensure ( ).
- Some women travelers may be interested in the Spa and the gift shop.（ ）
- Stereotypes are ideas and opinions we believe are true about ( ).
- Interview questions are generally ( ) questions.
- Americans only like to eat hamburgers and pasta.（ ）
- Your attitude shows through in your tone of voice. To show you are interested, you should ( ).
- During the interview, you may ( ).
- There’s a new ( ) restaurant in the hotel.
- That guy has a old suit, so he must be poor.（ ）
- I would like ( ) your reservation.
- The best way to develop cultural awareness is to step back and take a look at yourself. This means ( ).
- Seeing something from another point of view is the same as seeing it from their ( )。
- Having good customer service skills can help you communicate in a sensitive and flexible manner with people from other cultures. （ ）
- ( ) is a kind of services or items offered to guests or placed in guest rooms for convenience and comfort and at no extra cost.
- Resorts are generally in a vacation setting centered around a recreation or attraction such as skiing, golf, theme park, or beach getaway. （ ）
- You should always address adults from other cultures by their ( ).
- What is NOT an example of cultural differences? ( )。
- After greeting a new guest, the receptionist’s first action should be to ( ).
- Good Morning, ( ) I help you?
- Chinese breakfast is all the same from one province to other provinces.
- Do not knock or enter rooms displaying “Do Not Disturb”.
- As a attendant, you can wear accessories as you want to.
- Smoke alarm is very important.
- The menu is useless for the waiter to recommend dishes to guests.
- 95% of complaining customers will do business with you again if resolve the complaint immediately.
- Butler need to make sure the guest departure time before guest living.
- The executive housekeeper is a member of the management team, in charge of all aspects of food production, from menu planning to purchase costing.
- When saying no to someone, your goal is to say yes to the person while saying no to the request.
- Don't use the pronoun “we” when talking to guest to show you represent the company.
- American travelers will want to shop for big brands.
- Guests can print, fax and ship from the hotel business center.
- Small talk is the conversation which can break the ice. Which of the following sentences are small talks when picking up a guest?
- Which of the following statements is NOT true?
- Chinese cuisine can be classified into different styles by region.
- Which of sentence can be used to praise others?
- The executive Housekeeper should be management of equipment, and supplies, and.
- Why do we need to solve the problem quickly?
- The “guest stay cycle” is including.
- Which hotel brand belongs to high-end hotel?
- Which sentences are used to giving suggestions?
- Where should you drop the bill?
- Hotels and restaurants are also known as the ( ) Industry.
- Which is an example of the “Active voice”?
- ( ) is a polite way of saying "You go first."
- 您想住几晚？
- Which room type shares a wall with another room and is usually connected by a private door?
- Once complaint happens, when should we contact the customer?
- is responsible for seeing that all the equipment and kitchen utensils necessary for service are available in the right quantities.
- In hotels the ‘DND’ sign stands for ( )
- The ( )take care of the cleaning, reparing and laundering of guests’ clothing.
- performs deep-cleaning inspections, prepare work orders and conduct daily operations.
答案:错
答案:错
答案:错
答案:错
答案:对
答案:对
答案:对
答案:对
答案:对
答案:对
答案:Give them a opportunity to vent their anger.###So we can make clear the problems and what they wants.
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