行李員英語面試試題

 1. luggage storing conversation: if our guests want to store their luggage in our hotel, what will you say?

答題要點：

1）問候客人；（2分）

2）向客人提供幫助；（2分）

3）詢問客人房間號；（3分）

4）詢問行李件數(shù)；（3分）

5）詢問行李當(dāng)中有無貴重物品，易碎物品和食物等，我們不對以上物品負(fù)責(zé)；（3分）

6）詢問客人什么時候來��；（3分）

7）向客人說明寄存的收費標(biāo)準(zhǔn)；（3分）

8）讓客人在行李登記本和行李牌上面簽名；（3分）

9）告訴客人物品是本人憑行李牌和簽名取行李并提醒客人好好保存行李牌。（3分）

Reference: Good morning, sir. What can I do for you? Could you give me your room number, please? How many pieces of luggage do you want to store? Do you have some valuables, vulnerable things or food in your luggage? We can not store them, you will have to take them with you. We are not responsible for these things. When will you come back to pick them up? For luggage storing, for every piece of luggage we will charge you five RMB each day except today. We need your signature on the luggage registration book and on the claim tag. You can claim your luggage by your signature and the claim tag. Please keep it carefully.

2. If it is raining outside now and one of our guests wants to know where they could get an umbrella. What will you say?

答題要點：

1）問候客人；（2分）

2）向客人提供幫助；（2分）

3）詢問客人房間號；（1分）

4）建議一：每個房間都配有一把雨傘，我可以幫您到房間去取雨傘，不過需要您稍等一下。（10分）

5）建議二：您也可以在前臺借一把雨傘，但是需要收取您50元的押金。我們會給您一張收據(jù)。當(dāng)您歸還收據(jù)和雨傘的時候，我們就退還您50元的現(xiàn)金。（10分）

Reference: Good afternoon, sir. What can I do for you? （you see, it is raining outside. How could I get an umbrella?） Could you tell me your room number please? I could give you two pieces of suggestion.

1） in your room there is an umbrella in the wardrobe. I can bring it downstairs for you. But you will have to wait for a moment. 2） you can also borrow it from the front desk. We will charge you 50 Yuan as a deposit and we will give you a receipt. When you return the umbrella and the receipt, we will give you back the money.

3. Now we met each other at the airport. What will you say to while away the 40minutes from the airport to our hotel.

答題要點：

1）問候客人；（2分）

2）自我介紹并表示歡迎；（3分）

3）向客人提供行李服務(wù)；（2分）

4）制造話題與客人溝通；（18分）

Reference: Good afternoon, sir. This is Oscar from victory hotel. Welcome to our hotel. Let me help you with your luggage. Is this your first time to Canton? How about your trip?

4. （show rooms）if a receptionist need you to show a business room to a guest in the west building, what will you say to the guest?

答題要點：

1） 首先問候客人；（2分）

2） 介紹酒店其他設(shè)施設(shè)備所處位置（15分）

3） 介紹客房；（8分）

Good afternoon, sir. Welcome to our hotel. Now I will show you the room. This way please. For the sake of security only our tenants could use the elevator going up and down. Every time if you want to use the elevator, you will use your room key to touch the elevator sensor. When it turns green, you can press the button. Generally speaking, all the equipments in this building has been newly-renovated. All the furnitures are new. And the windows of most of the rooms are taking advantage of soundproof glass. So it's very quiet. The M floor which is between the first and the second floor is our western restaurant and business center. the buffet is from 7:00am to 10:30am and the price is 58 yuan. if you choose to stay here, for business room the room rate is 580, it's including up to two complimentary breakfast. Business rooms in the west building are very spacious, very quiet. With a big window you can have a good view and there is a computer in the room, so you can enjoy surfing the internet for free. Devices in the east building including: snooker and table tennis are on the third floor. Swimming pool and Gym are on the ninth floor. Beauty salon, sauna, business center……
 

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