1. Please list the names of well-known domestic economy hotel chains (including national brands and international brands) and make a simple comparison. Please explain the organizational structure of general hotel management companies and how hotel management companies supervise individual hotels under their control.
0 1. Organizational structure of general hotel management companies: board of directors-president-vice president-administrative office, expert group-hotel management department, headhunting department, finance department and training and development department.
02. Organize an expert group to make unannounced visits, check the financial statements and get feedback from customers.
2. How do you think you can become a qualified general manager of a hotel management company (or what conditions or qualities should a general manager of a hotel management company have)? What is the difference between the general manager of a hotel management company and the general manager of a single hotel?
0 1, I think: noble professional ethics and work style, professional management skills, rich management experience, flexible management ideas and quick adaptability are the basic qualities that a qualified general manager of a hotel management company should possess.
02. I think: the general manager of a single hotel aims at maximizing the interests of his own hotel; The general manager of a hotel management company should not only consider the maximum benefit of a single hotel, but also consider the grand development of his own hotel management company.
3. Please discuss the management characteristics of budget hotels and how they differ from traditional star hotels from the perspective of comprehensive management of budget hotels.
0 1. Economical hotels focus on the characteristic development idea of "small but complete, small but refined" and make full use of the characteristics of the surrounding environment for operation and management.
02. Economy hotels are relatively cheap, clean, comfortable and safe. Unlike ordinary star-rated hotels, budget hotels have no spacious lobby, swimming pool, bar, entertainment room and other supporting facilities. Front desk, guest room and restaurant are the three elements of an economy hotel. Some business activities such as copying, faxing and typing are done by the front desk.
4. If you are the general manager of a newly established economic hotel chain management company, what aspects will you start with to build a brand and promote the network, or how to better manage the hotel and maximize the management benefits of the enterprise?
0 1. Develop a standardized, standardized, personalized, programmed and scientific management mode;
02. Make a feasible marketing plan;
03. Enter the market with the group's development ideas as the breakthrough point;
04, through the Internet, radio, newspapers and other media for publicity;
05. Develop customers of enterprises and institutions, consolidate customers and ensure the operating profit of the hotel.
Hotel training problem
One. fill-in-the-blank question
1.
The purpose of this kind of training is to improve the service quality and meet the needs of competition and development.
2.
At present, the gap between our hotel and other star-rated hotels lies in poor hygiene, insufficient enthusiasm and insufficient atmosphere of star-rated hotels.
3.
Hotel guests refer to people who come to the hotel or spend money in the hotel, which can be divided into consumption guests and non-consumption guests.
The most important product that a hotel provides to its guests is service. "
5.
Hotel products are comprehensive, direct, non-storable and unstable in quality.
6.
Service quality is the foundation of image, the way of competition and the source of wealth.
7.
The six characteristics of service quality are functionality, economy, safety, rapidity, comfort and civilization.
8. Evaluate the service quality by feeling, which is reflected in the "five senses"
That is, comfort, value for money, safety, convenience and intimacy.
9.
Excellent service = standard service+extraordinary service.
10.
Quality service includes good manners, excellent service attitude, rich service knowledge, skilled service skills, fast service efficiency, complete service items, flexible service methods, scientific service procedures, perfect service facilities, reliable security, elegant service environment and high-quality food supply.
1 1.
Good service attitude. Specifically, waiters should be conscientious, proactive, enthusiastic, patient, meticulous and polite when serving guests.
12.
In the service work, we should put an end to prevarication, coping, perfunctory, prevarication, indifference, carelessness, boredom, arrogance and indifference.
13.
In hotel service, the two problems that are most likely to cause complaints from guests are complaints about service attitude; Second, complaints about service efficiency.
14. The international standard for housekeeping is 16- 18, the domestic standard is 10- 15, and the standard time for housekeeping is 25-30.
Minutes.
15. The extra service for guests to temporarily add items is generally at 10.
It will be finished in a few minutes.
16.
When the reception desk is busiest, you should pick up one, pick up two and greet three.
17.
Respecting customers should follow two basic viewpoints. The customer is God, our parents, and the second customer is always right.
18.
Customer's personality can be divided into ten types: ordinary, self-expanding, taciturn, keen, social, stubborn, gentle, wordy, forgetful and wasteful.
19.
Taboos of guests in social interaction include disrespect for guests, haggling over everything, commenting on customers, breaking promises, not using proper nouns, laughing at waiters because they don't understand goods, whispering in front of guests, being too familiar with their words and deeds, etc.
20.
Customers generally have the psychology of venting, respecting and compensating.
2 1.
The basic principle of handling guest complaints is to help guests solve problems sincerely, never have disputes with guests, never harm the interests of the hotel, never belittle others at will, and never create conflicts beyond their level.
22.
The types of guest complaints include facilities and equipment complaints, service attitude complaints, service quality complaints and abnormal situation complaints.
23.
In the process of service operation, the use of tools and equipment should be known three times, and its content is to know the principle, performance, purpose, use, maintenance and maintenance. ：
24.
During working hours, you must wear work clothes, a work number plate on the upper left chest, black leather shoes and socks with similar skin color. It is not allowed to wear heavy makeup, hair dye, long nails, colored nail polish and colored glasses.
25. Work hours must be 15 minutes in advance to change shifts. Penalty for being late for 5 minutes 1 minute, and being late for 30 minutes.
Minutes or more will be regarded as absenteeism.
26.
During the duty, smoking is prohibited in the public areas and work posts of the hotel, and drinking and alcoholic beverages are not allowed four hours before and during the duty.
27. Answer the phone when the bell rings.
Lift the plane by voice, say hello first and then report to the post to avoid feeding.
28. Appearance refers to people's gestures and demeanor in communication activities. When standing, you should tuck in your abdomen, hold out your chest, look straight ahead, have a natural expression and smile. The arms naturally droop or cross in front of you, and the right hand is placed on the left hand. When the lady stands, her feet are V-shaped.
Fonts, knees and heels should be close together, and men should stand with their feet shoulder-width apart.
29. When giving directions to the guests, keep your arms straight, fingers naturally close together, palms up, and point forward with the elbow joint as the axis. At the same time, keep your eyes on the target and consider whether the other party sees the indicated target. Never flick with your fingers when introducing or giving directions. PV\'A
30.
When handing something to a guest, you should pass it with both hands.
3 1. The English word for room service is Romse yvice.
32.
Try to walk to the right, don't walk in the middle, and let the guests or superiors walk to the right when guiding the guests.
33.
When going upstairs, the guest is in front, when going downstairs, the guest is in the back, three people walk together, and the guest is in the middle.
34.
Service level represents the degree of social civilization.
35.
The main norms of hotel professional ethics are warm and friendly, guests first, sincerity and fairness, reputation first, courtesy, excellent service, law-abiding, integrity, unity and cooperation, taking the overall situation into account, studying business and improving skills.
Two. True or false _
1.
The most important product provided by hotel guests is service, so it is comprehensive, direct, non-storable and unstable in quality. (right)
2.
Politeness and politeness are what waiters must do in their work. (error)
3.
The quality of hotel products is the quality of service. (error)
4.
Bracelets, bracelets, rings and earrings are not allowed. At work, it is mainly for the convenience of service and cleaning. (error)
5.
It is understandable that the waiter is in a bad mood, because the family prohibits sales. (error)
6.
There is no need to avoid coughing, sneezing, burping and yawning in front of guests. (error)
7.
When the waiter pours tea for the guest, the guest taps his finger on the table to show that he wants the waiter to pour more. (error)
8.
When introducing guests, we should introduce the old people to the young people and the high-ranking people to the low-ranking people. (right)
9. 100- 1=0
It refers to a link, where one person's service is poor, the quality service of all other positions and the efforts of employees will be in vain, and a good hotel image will no longer exist in the impression of guests. (right)
10.
The guest's code of conduct must be strictly implemented according to the hotel system. (error)
1 1.
Hotel professional ethics refers to the code of conduct and code of conduct that people engaged in the hotel industry should abide by during the whole professional activities. (right)
12. the abbreviation of our store is Nanchong HOTCL.
(error)
13.
Anywhere in the hotel, you should greet any guest, and you should use your respectful name and job title. (error)
14.
Customer's satisfaction with hotel service is the standard to measure the quality of hotel service. (right)
15.
The most admirable skill of the waiter is that he can see through some of the needs that the guests are most interested in and provide corresponding services according to the actual situation. (right)
Three. Short answer y
1.
What should we do when guests ask us to do something for them?
A: 1
As long as the guests can meet their requirements, we are happy to help them. When guests ask us to do things for them, we should ask about the contents of the things to be done, that is, we should ask about the name, quantity, size, color, shape and time requirements of the goods, pay the guests in advance and notify the relevant personnel to handle them.
2
Do things for guests, be accurate, clear and timely, that is, do things accurately; Clear accounts and procedures; Timely delivery, timely return, timely request and report.
2.
What should I do if I am in a bad mood in service work?
A: 1
Treat your guests warmly and politely at work, no matter what your mood is.
2
In any case, you should forget your private affairs, put your energy into your work, and always ask yourself whether you can smile at the service and leave a pleasant impression.
Remember "politeness" at all times.
Two words, you can grasp your words and deeds in the service process and provide quality services for guests.
3. Briefly describe the main responsibilities of your position? b
Answer (omitted)
four
Briefly describe your work procedure?
Answer: (omitted
5.
When a guest asks a question, it is unclear and difficult to answer. What should I do?
A: 1
First of all, waiters should not only have good service attitude, skilled service skills and rich business knowledge, but also be familiar with the general situation of enterprises and social conditions. This can try to avoid the phenomenon that guests don't understand or are unclear when asking questions, and it is difficult to answer them;
2
When you encounter questions that you don't understand or know clearly and are not sure to answer, please wait a moment and ask the relevant departments before answering. If the question is complicated and you can't understand it at once, you can ask the guest to go back to the room and wait for a while, and then answer the guest when you figure it out. If you still can't answer after your efforts, you should give the guests an answer, explain patiently and apologize.
3. The questions asked by the guests cannot be "I don't know", "I don't understand", "I don't know", "I think" and "maybe".
Answer the guests later.
6.
What should I do if there is an error in service work?
Answer: 1. First of all, when we serve our guests, we should try our best to do our work perfectly and properly with a serious and responsible attitude to avoid mistakes and accidents. 2, if there is a mistake, if the guest is present, first of all to apologize, and then take remedial measures in time. 3. After the event, we should carefully find out the reasons, learn lessons and avoid similar mistakes. four
You can't hide any mistakes. If you can't solve it yourself, you should ask your superiors immediately to avoid a big accident.
7.
How to correctly handle the guest's complaints? Answer: (omitted)
8.
What are the skills to build a good customer relationship?
A:
(omitted)
9.
What should you do if the guest loses his temper and scolds you?
A: 1
It is the duty of the waiter to receive guests. Even if you are scolded by the guests, you should do a good job of reception.
2
When a guest loses his temper and scolds you, keep a calm attitude, carefully check whether there are any shortcomings in his work, and then politely explain and apologize after the guest is calm. Never quarrel or abuse with guests.
three
If the guest's anger has not subsided, report to the leader in time.
10.
What do you think we should do to find runners and guests in public places?
Answer: 1, because guests generally care about face, especially those with higher status. Therefore, when looking for a guest in a public place, we should first consider the guest's face-saving psychology, invite the guest aside first, and then pay attention to the use of language and art quietly, such as "I'm sorry, sir, because of our negligence in work, you still have bills (drinks, snacks, room rates, etc.). ) Not yet solved. Would you please check it and solve it now? " After paying, the guest should say, "I'm sorry to bother you, but thank you."
2. If we don't do this, but in public, especially when guests and friends are together, we will say, "There are still documents outstanding." .
It will make guests feel embarrassed and disgusted, and even refuse to recognize the bill for the sake of face, which will bring difficulties to the collection work; At the same time, it is also impolite behavior.
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Examination questions of hotel management and practice (10)
1. Fill in the blanks (65438+ 0 for each blank, ***20 for each blank)
1. The service quality assurance system is composed of several interrelated aspects such as service personnel.
2. It is a management method to control hotel business activities through the formulation and implementation of the system.
3. The service of the front office runs through and determines the satisfaction of the guests to a certain extent, and its service quality is directly related to the service effect of other departments of the hotel.
4. It is a method to analyze the labor quota of similar hotel rooms on the basis of the indicators that have been achieved in history, and then estimate the working hours consumption according to the current situation of hotel rooms through comparative analysis.
5. Restaurant sales service is a business process of directly serving guests, mainly including the business organization of preparing meals, and
And other activities.
6. Multi-function halls not only exist, but often can be divided into different independent areas, which not only saves space, but also expands the business scope.
7. Catering quality, including product quality and service quality, is the most important factor for customers to choose a dining place according to the current market situation.
8. the high-quality food raw materials referred to in restaurant catering do not refer to the highest quality raw materials, but.
9. Entertainment refers to sports activities in which people adjust their mood, promote their health and make friends for leisure.
10. A set of equipment as important as the sound in the ballroom plays a vital role in depicting and rendering the atmosphere in the ballroom.
1 1. The service life of hotel equipment refers to all the time from installation, commissioning and handover to production, formal production, maintenance and repair.
12. equipment operation and maintenance procedures correctly master the operation skills and maintenance methods of equipment.
13. Regular maintenance is a maintenance activity according to the corresponding technical requirements, and it is a preventive maintenance method based on time.
14. It is a training method, which refers to how to train employees to finish or deal with a specific job or problem in a standardized way.
15. Many automation equipments used in hotels need to be connected with computer systems and have necessary universal interfaces, so we should pay attention to their combination when choosing computer systems.
Second, multiple-choice questions (choose a correct answer from the four alternative answers of each small question, and fill in the serial number of the correct answer in brackets. 2 points for each small question, ***20 points)
1. () China began to implement the star-rated standards for foreign-related hotels, and comprehensively evaluated the "hardware" and "software" of hotels, classified them and formulated standards.
1978
c 1982d 1988
2. In all kinds of hotels, generally speaking, the hotel with a large repeat rate is ().
A. Comprehensive Hotel B. Holiday Inn
C. Business Hotel D. Conference Hotel
A hotel has 300 rooms, including 200 standard rooms, 50 single rooms and 50 suites. The prices are 380 yuan, 300 yuan and 580 yuan. If the number of rooms rented on a certain day is 200 and the room income is 84,000 yuan, the potential room yield on that day is ().
A.42% B.66.7%
68.5 percent and 70 percent
4. The following equipment, () does not belong to the computer room equipment.
A. Furniture B. Vacuum cleaner
C. electrical appliances D. sanitary ware
5. () Mainly responsible for the business process of the restaurant, it is required to provide targeted services for the guests according to the service process, and strive to expand the sales of catering products to ensure the completion of the scheduled business indicators.
A. Executive Chef B. Restaurant Manager
C. Banquet Manager D. Wine Manager
6. At the temperature of-18 ~ 23℃, the effective shelf life of fish is ().
A. 1 ~ 3 months B.3 ~ 6 months
C.6 ~ September D.6 ~1February
7. When making cold dishes, () does not meet the requirements of kitchen hygiene management.
A. The cold dish production room should be separated from other production areas.
B Knife, anvil and rag should be cooked separately and disinfected regularly.
C. install ultraviolet lamp and fly and insect prevention equipment.
D cold dishes should not be eaten immediately after serving, and should be directly put into the refrigerator for refrigeration.
8. The temperature of the gym should be controlled at around ().
A. 18~20℃ B.20~22℃
C.2 1~23℃ D.23~25℃
9. When the hotel only has the advantage of middle or low position, the entertainment department should implement the competitive strategy of ().
A. Head-on competition B. Waiting for the opportunity
C. Dislocation competition D. Ignore it
10. The following () is a subsystem function that does not belong to the foreground software of the hotel computer management system.
A. Room management B. Personnel management
C. Shopping center management D. Entertainment management
Three. Noun explanation (3 points for each small question, *** 15 points)
1. Three-level maintenance
2. The kitchen production quality platform number hanging fishing method
3. Ideal average house price
4. Electronic door lock
5. Security false positives
4. Short answer questions (1, 2, 3, 6 points for each question, 7 points for the fourth question, and 25 points for * * *)
1. What factors do you think affect the determination of house prices?
2. What principles should be followed when placing room supplies?
3. How to consider the layout of large-scale zero-point restaurants in peak season and off season?
4. What are the characteristics of hotel safety management?
V. Essay questions (10 points for each small question, ***20 points)
1. How to establish salary concept? And please design a reasonable post salary scheme.
2. How to do a good job in equipment procurement?
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Hotel marketing manager simulation test questions
First, multiple choice questions
1. The responsibility of the marketing manager is (? )。
A. directly report to the deputy prime minister? B. coordination with the front office
C. coordinate with housekeeping department and engineering department? D. Coordination with the computer room
2. The website management must highlight the theme is (? )。
A. quiet? B.warm? C. loose? D. norms
3. The hotel should be based on its own (? ) to establish their own corporate compensation system.
A. what is the nature of the industry? B. target? C. scale? D. Policy
4. The hotel publicizes the corporate image through the Internet, which is better than the previous publicity method. ) to make intangible services tangible.
A. faster? B. clearer? C. More comprehensive? D. More interactive
5. Travel agencies mostly use (? ) booking method
A. telephone? B. letters? Fax? D. Internet
6. What is the source of the hotel reservation? )
A. Individual travelers or relatives and friends? B. Company or organization
C. travel agency? D. transportation company
7. The research on the market development of auxiliary production in the off-season of hotel management belongs to the focus of market research. )。
A. First priority? B. Second priority
C. Third priority? D. fourth priority
8. The following are the obvious expenses (? )。
A. Management costs? B. insurance premium? C. transportation costs? D. Advertising expenses
9.(? ) is a very important data in room management, which reflects the management level of the hotel and the adequacy of the tourist market.
A. Room occupancy rate? B. Average house price
C. Average annual cost per unit room? D. Cost rate of food and beverage
10. The reservation analysis report has (? )。
A. passenger nationality analysis report? B. Market analysis report
C. Room acceptance analysis report? D. Business analysis statistics
Second, the judgment question
1. Hotel marketing is a series of commercial and sales activities that make hotels profitable. (? )
2. Hire first-class marketers, and be sure to hire experienced ones. (? )
Among the concerns of hotel guests, business executives and other guests pay more attention to the reputation of the hotel, and they need larger and more elegant rooms. (? )
4. Zero-based budgeting method is scientific in logical procedure, so it is adopted by many hotels. (? )
5. In the distribution of authority between headquarters and branches, headquarters should strengthen targeted authority, and branches should strengthen professional authority. (? )
6. The fee used to reward the middleman in the transaction is usually 15%. (? )
7. Price is the third component of hotel marketing mix. (? )
8. Hotel price combination or price structure usually consists of base price, preferential price and qualified price. (? )
9. The waiting price is usually about 20% lower than the standard room rate, and the service target is the guests who have not made a reservation but need to wait for a vacant room. (? )
10. The establishment of hotel sales incentive system is a strategic issue. (? )
Third, short answer questions
1. What are the details of hiring first-class marketers?
2. What are the preparation methods of marketing budget?
3. What are the ways for hotels to accept reservations?
4. What should be included in the cancellation record?
5. What should I pay attention to in meeting management?
Fourth, practical operation and analysis questions
1. Please draw up a hotel marketing plan for this year according to the actual situation of your company.
A Chinese-American businessman stayed in Shanghai Blue Sky Hotel for two and a half months. That day, accompanied by two friends, he went to the front desk to check out the bill. After checking the computer information, the waiter told him, "Sir, your check is only 30 yuan, and your account is 400 yuan. Please make up the cash before checkout. " The businessman said, "Then give me credit." The waiter replied, "I'm sorry, sir." According to the relevant regulations of the hotel, credit is not allowed. " Businessmen are very unhappy. "I am a long-term guest of your hotel. Don't I have any credit? " "No, sir." The waiter refused. Businessmen felt humiliated and could not get off the stage, so they stormed back to the guest room with their guests.
The merchant immediately called the public relations sales department of the hotel, told what happened at the front desk just now, and accused the waiter of not giving him credit in front of his friends. "I can't even afford this room rate?" Rosie, who answered the phone, was not in charge of receiving merchants, so she felt very suddenly, but she immediately calmed down and quickly sorted out her thoughts and replied, "Sir, the waiter's attitude towards you just now was really rude. I apologize on behalf of the hotel. However, the waiter also has difficulties, because according to the hotel regulations, the money consumed by the guests cannot be collected, and the responsible waiter is responsible. Please forgive me for this. " The merchant's mood began to ease, but then he threw the question to Rosie: "Well, I'll ask you to give me credit now." Rosie had a brainwave and suddenly had an idea. She calmly replied: "I'll ask the leader, please call me again in 5 minutes." In fact, Miss Peng didn't call the leader because she had the right to credit, but she didn't want customers to feel free to credit. Five minutes later, the businessman called and Rosie told him, "The hotel manager agreed to give you credit. Would you please fill in the check in a few days? " The businessmen agreed happily.
The next morning, Rosie knew that all the businessmen had gone out, so she called his company. His secretary, Miss Qu, answered the phone. Rosie asked Miss Qu to convey her suggestion to the merchant: In the future, such account transactions do not need to be handled by the boss himself, but by Miss Qu; You don't need to find a hotel waiter, just find her to handle it. In the afternoon, Miss Qu took a check and sent it to Rosie in the public relations sales department, conveying her boss's thanks.