酒店面试问题

酒店面试问题

酒店面试问题

问：你如何知道你能胜任这份工作？
答：我学习的是酒店管理专业，加上实习工作，使我适合这份工作。我相信我能成功。

问：在你现在的酒店你学到了什么？
答：优质的服务才能为酒店带来收益。并且深刻体会到：要以绅士淑女的态度为绅士淑女服务，不仅是给客人优质的服务，也是对自身修养的提高。

问：在你现在的酒店遇到过什么问题？
答：客人常常来抱怨服务速度太慢，他们通常希望我们能为他们做好一系列的配套服务，其中包括一些小细节。

问：介绍一下你所在的酒店和你的工作职责
答：这是一个酒店式服务公寓，一共有108间房，大部分的客人属于长住客（一个月起租），也有零租房间。我的工作是前台接待，负责日常的入住退房手续，同时兼顾总机，为所有在店客人提供相应的需求。

问：你觉得你的优势在那里？
答：我的个性开朗，喜欢与人打交道，乐于助人，同时善于倾听，沟通能力好。这在我的工作中能给我很大的帮助。

问：介绍一下每天的工作流程
答：我的工作是翻班制的，一天工作12个小时，早上主要的工作是办理C/O手续，和相应的服务，中午需要制作当天的报表，核对收银金额；下午开始办理C/I手续，这期间要处理客人各种投诉和需求。晚上是作为夜班值班经理处理公寓夜间事务。另外还要完成前台的夜审工作：核对房间数目，押金的收取情况等等。

问：你是如何处理客人投诉的？
答：当客人提出投诉时，首先先向客人致歉，然后耐心的倾听，了解情况，如果是公寓工作上的失误，在向客人道歉之后，做出相应的补偿。对于复杂的问题，要缓减客人的过激心态，不要马上表态，向上级领导汇报后再给客人答复。

Q : How do you know that you are capable of performing this work?

Answer : I was studying hotel management expertise, coupled with practical work, so I fit the job. I believe I succeeded.

Q : In your hotel now what you learned?

Answer : quality of service in order to generate income for the hotel. And deeply understand : to the ladies and gentlemen of the attitude of the ladies and gentlemen, is not only to the guests of quality service and as well as for their own accomplishments.

Q : In your hotel now encountered any problems?

A : Visitors often complained service is too slow, they usually hope we will be able to do a range of complementary services, including some small details.

Q : You tell us where the hotel and your duties

Answer : This is a hotel-like service apartments, A total of 108 rooms, most of the guests Cheung Guest (one month rents), or between zero renters. My job was to receive prospects, responsible for the day-to-day checkout procedures, taking into account the switchboard. shop for all the guests with a corresponding demand.

Q : Do you feel that you have the advantage there?

A : I cheerful personality, like with other people and happy to help others, to learn to listen, ability to communicate well. This in my work, give me a lot of help.

Q : tell us about the daily workflow

Answer : My work is over class system, a one day working 12 hours At the main work is for C / O procedures, and the corresponding services, noon need to produce a statement of the day, check the amount of the cash register; afternoon for C / I procedure, which the guests have to be tackled during the various complaints and demands. Night is a night shift manager on duty at night apartment affairs. Furthermore, we need to complete the trial stage of the night : check the number of rooms, the collection of deposits, and so on.

Q : how do you deal with complaints of the guests?

A : When the guest lodge complaints, the first guests to apologize first, and then the patience to listen and understand the situation, If the apartment is work mistakes, apologize to the guests, make appropriate compensation. For complex problems, mitigation guests radical mindset, we must not rush to position, reporting to higher authorities after guests reply.

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