第八章单元测试
- What department has contact with the guest during all four stages? ( )
- What are the three requirements for dealing with questions? ( )
- Which word set best fits with: "Using certain modal verbs are excellent ways to soften a request or give an instruction. ( )
- ( ) is the first place people will go if they have questions or concerns.
- ( ) is the series of stages a guest goes through before they arrive at a hotel, during their stay, and after they leave.
- Softeners are usually at the beginning of a sentence.（ ）
- To be polite, negative sentences (verb +not) should always contain the words “I'm sorry” .（ ）
- The front office staff will deal with many guest requests, and have big influence on the guest's enjoyment during the departure stage. （ ）
- 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. （ ）
- During the arrival stage, the guest will check in and receive their keys and any important information about their room and the hotel. （ ）
A:Front Office
B:F&B
C:Leadership
D:Housekeeping
答案:Front Office
A:Be polite, be honest and remember you represent the hotel.
B:Listen, care, and tell the truth.
C:Listen carefully, tell the guest what your manager tells you to say, show you care.
D:Use active listening skills and give feedback.
A:I 'm' afraid/ so sorry/ to be honest/unfortunately
B:Can/will/should/must
C:Direct questions, indirect questions, question tags
D:Would/could/may/might
A:Housekeeping
B:The information center
C:The front desk
D:F&B
A:The service cycle
B:The guest stages
C:The guest cycle
D:The service stages
A:对 B:错
A:错 B:对
A:错 B:对
A:对 B:错
A:对 B:错
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