（English）客房中式铺床部分情景应答及答题要点

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Q: What will you say if there is no room available for the guest who is calling to make a reservation?

Q: When the guest wants to do the early departure, what should you ask as a receptionist?

Q: If the guest says he would like to sleep late the next morning, what will you suggest?

Q: If the guest asks you to look after the baby for her, what will you say?

Q: Explain to the guest the use of the Hotel Service Directory.

Q: Tell the guest where to leave his laundry?

Q: Phone the guest and tell him that you’ve found the wallet he lost the other day.

Q: How do your check with the guest when sending up his luggage?

Q: Apologize for the inconvenience caused to the guest and assure him it will not happen again.

Q: How do you greet the checking-in guests at the Front Desk?

Q: How do you respond if a guest complains that one of the pillows in his room smells funny?

Q：If the guest is calling for another toothbrush, what will you say?

Q: How do you offer to take a message for a guest?

Q: One guest looks worried, show your concern and offer your help.

Q: Tell the guests to contact you when they have requests.

Q: How do you check if the visitor of a guest, named Williams, has an appointment?

Q: When the guest wants to book a suite in your hotel, but you don’t know whether you have a room or not, what should you say as a reservation assistant?

Q: What will you do if the guest says that he wants to use his shaver, but it’s 110 volts?

Q: What should you say when you give the registration form to the guest as a receptionist?

Q: Try to introduce the different types and styles of rooms in the hotel to Mrs. Brown who is making a reservation over the phone.

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