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1.Wouldyoupleasegiveusabriefintroductiontothereservationservice?Whenwetravelortakepartinmeetingsthatneedtogoout,Wecanmeetourneedsbybooking,Therearemanywaystoreserve,Suchastelephonereservation,internetreservationandsoon.Wecanbookticket,hotel,restaurantinthisways.Ithinkreservationserviceisveryconvenientforus.2.YouareaFrontOfficeManager(FOM)ofahotelandyouarehelpingabusinessguesttocheckout.Youfindasmallandbeautifulvaseintheguestroomismissing,howwillyoudealwiththisproblem?IfIamthehotelFrontOfficeManager,whentheguestcheckingout,Iwilltaketheguesttotheplacewherethepeoplearefewandsaytohimorher.Whenthestaffcleanedtheroom,Thestaffsaidthatanexpensivevasewasnotfoundinhisorherroom.Thenasktheguestwhetherheorsheisnotcareful,whenpackingtheluggage,letthevaseintotheluggagecarrier.Orputitinaplacewherewecannotseeit.Pleaseasktheguesttohelpusfindthevase.Iftheguestwanttocollectthevase,heorshehastopaymoneytothehotel.Finally,Ifwecannotfindthevase,IthinkIwillpayforthevaseforthehotel.3.WouldyoupleasetellusthethedefinitionofVIP?WhatarethedifferencesbetweenVIPguestsandotherguests?ThefullnameofVIPisimportantperson.VIPguestsarethemostimportantcustomermarketinthehotel.VIPguestsandordinaryguestsinthehoteltoenjoythetreatmentandservicestandardsaredifferent,TheidentityoftheVIPguestsismoredistinguishedthantheordinaryguests.4.Whyishousekeepingadepartmentofprimaryimportanceinthehoteloperations?Thehousekeepingdepartmentisveryimportantintheoperationofthehotel.Itistheeconomiclifelineoftheeconomicsourcesofthehotel.5.Howaretheactivitiesofthefrontdeskandthehousekeepingdepartmentcloselycontacted?Thecheckinofeveryguestneedtobehandledatthefrontdesk.Alltheguestshaveanyneedtheycancallthefrontdesk,andthenthefrontdesktoinformotherdepartmenttohelptheguesttosolvetheproblem.sotheyareincloselycontact.6.Whyisthefoodandbeveragedepartmentisveryimportantdivisionofahotel?Thefoodandbeveragedepartmentisveryimportantintheoperationofthehotel.Itistheeconomiclifelineoftheeconomicsourcesofthehotel.7.Whatkindsofskillsisawaiterrequiredtohave?Theyshouldhavegoodsenseofservice,languageskill,professionalknowledgeandskills.8.Whatkindofinformationdoesthefrontdeskusuallyprovidetotheguest?Thetypesofroom,theroomrateoftheroom,thefacilitiesintheguestroomandotherserviceandsoon.9.Whyshouldahotelstaffknowasmuchaspossibleaboutthehotel?Ifthehotelstaffhavealotofknowledge,theycanhelpgueststosolvetheproblemwell.Theyalsoimprovethequalityofserviceandstandardsofthehotel.10.PleasedescribewhattheCheckoutserviceis?Thecheckoutserviceisthelastpartoftheguestdeparturefromthehotel,Andthesatisfactiondegreeoftheguestisalsointhefinalcompletionofthislink.11.Iftheguestpaysbycheck/bycreditcard,whatshouldyoupayattentionto?Iftheguestusecashtopay,weneedtopayattentiontowhetherthemoneyisreal.Iftheguestusecreditcardtopay,weneedtopayattentiontoverifywhethertheinformationonthecreditcardistrue.12.Imagineyoumeetaguestharetodealwith,He/Shekeepscomplainingaboutyourservice,whatshouldyousay?IfImeetaguesthardtodealwith,Iwilllistentohiscomplaintsseriously.Andthenaccordingtohisneedstosolvetheproblemforhim,andcannotbeangrywiththeguest.Tryingmybesttosolvetheproblemforforguest