WorksheetsSymphony of Service Act 2 - The Performance
Total questions: 12
Worksheet time: 6mins
In which situation will you NOT USE “two-hand delivery”?
以下哪个情况请勿用 “双手递送”？
Passing the drinks over a bar counter 递送一杯饮料
Handing a bag of purchases to the guest 递给客人装有所购物品的袋子
Guest are involved in their own conversation 客人正尽情的聊天
Handing guest their key cards 提供房门钥匙
Which of the following is not a good example of body language? 以下哪个不是集体语言的好例子？
Make appropriate eye contact 保持合适的眼神接触
Standing straight with hands in the pocket 伸直双手放在口袋里站着
Maintain alert posture with hands at the side
时刻保持警惕的姿势， 把双手保持在侧面
Guide guests with your full outstretched hand rather than pointing 使用伸展的手臂和摊开的手掌为客人指路
Which of the following is “out of tune” with our verbal language? 以下哪个是属于走调的 “语言” 和 “语气” ？
No problem!
Absolutely!
Certainly!
Definitely!
Which of the following sentences are out of tune sentence? (Select all that apply) 以下哪些是属于“走调”的句子？
My sincere apologies for the inconvenience caused, allow me to inform my MOD on the incident and please be assured that this will not happen again. 为您照成的不便，我深表歉意。请应许我传告我的 MOD 这回事，我保证一定不会再发生。
Certainly, I will ensure that your dietary needs are input into the Opera system. 一定，我会在我们的 Opera 系统记录好您的饮食需求。
Ok, allow me to show you the way to BRK for your dinner reservations 请让我带路，带您到 BRK 用餐。
It is my pleasure. Thank you. May I assist you with your luggage? 这是我的荣幸。谢谢你。我能为您提行李吗？
You met a guest at the corridor and started interacting with him. You asked the guest how you should address him and he replied “Andy”. Hence, we should follow the guest’s reply and address him by “Andy”. 你在酒店走廊遇到了一位客人，想问候怎样称呼他·，他说 ”叫我 Andy 就好“， 因此我就称呼客人为 ”Andy”。
True 正确
False 不正确
Whenever I am in the hotel premises, I am a Lobby Ambassador.
每当我在酒店的范围内，我就是大堂品牌使者
True 真确
False 不正确
When should we Build Confidence during guest interaction? 以下哪些客人互动的情况下我们应该 ”树立信心“ ？
Giving recommendations 给与客人推荐
Handing over a guest to another associates 介绍并把客人交代给您的同事
All the above 以上所有
As part of elevator etiquette, we should always hold the lift for the guest by pressing the lift button. 电梯礼节的细节包括为客人按电梯按钮。
True 正确
False 不正确
What is the LEARN Model we use in "Handling Guest Opportunities"?
LEARN Model 是用来解决问题和应对客人的机会， 它包括：
Listen, Encourage, Acknowledge, Respond, Notify
聆听，鼓励，认同，应对，通知
Listen, Empathize, Acknowledge, React, Notify
聆听，感同身受，认同，回应，通知
Listen, Empathize, Apologize, Respond, Notify
聆听，感同身受，道歉，应对，通知
Listen, Encourage, Apologize, Respond, Notify
聆听，鼓励，道歉，应对，通知
Which of the following is not an Empathy statement?
以下那一句不是 ”感同身受“ 的句子？
We understand how frustrating it is for your line to be transferred to the Front Office three times but there is no one available to pick up the phone. 我们理解您泄气的心情，知道您播了三通的电话到我们前台，结果却没人接
We sincerely apologize for the inconvenience and trouble caused to you 对于已经给您造成的不便我深表歉意。
We know that this is totally unacceptable, having to pay such a premium rate but yet being checked into a room that is not properly cleaned. 我们知道这是完全不能接受的，您已还了房费，入住时却被分配了一间肮脏的房。
We should not just listen to the facts, but to the feelings as well when the guest is reporting an issue. 当客人报告问题的时候，我们应该聆听事实和客人的感受。
True 正确
False 不正确
Which of the following sentence is an ideal response for providing a fond goodbye to the guest who is heading off for lunch at Jumbo Seafood restaurant upon check out? 客人退房了，正准备去 Jumbo 海鲜餐厅用餐，请选择跟客人道别的最佳句子。
Thank you for staying with us, we look forward to see you again soon! 感谢您选择我们的酒店，我们期盼再次见到您！
Thank you for staying with us Mr Smith. Have a nice day! 感谢您选择我们的酒店，祝你有个愉快的一天
Thank you for staying with us Mr Smith, we hope you will have a delicious lunch at Jumbo Seafood restaurant! 感谢您选择我们的酒店，希望您在 Jumbo 海鲜餐厅用餐愉快！
Thank you for staying with us Mr Smith, it’s a pleasure to be able to assist you. Goodbye! 感谢您选择我们的酒店，为您服务是我的荣幸。再见！
