1. Please list the names of the more well-known domestic economy hotel chains (including national brands and international brands) and make a simple comparison. Please explain the organizational structure of a general hotel management company, and how the hotel management company monitors each individual hotel under its supervision.

01, general hotel management company organizational structure: board of directors - president - vice president - administrative office, expert group - hotel management department, headhunting department, finance department, training and development department

02, the organization of the expert group unannounced inspection. Check financial statements and understand customer feedback.

2, you think how to become a qualified hotel management company general manager (or hotel management company general manager should have what aspects of the conditions or qualities), the general manager of the hotel management company and the general manager of a single hotel in the difference.

01, I think: high professional ethics and work style, professional management skills, rich management experience, flexible management ideas and rapid response ability for a qualified hotel management company general manager should have the basic qualities.

02, I think: single hotel general manager to maximize the benefits of their own hotels as the main goal; hotel management company general manager in addition to consider the single hotel benefit maximization, but also consider their own hotel management company's grand development.

3, please from the perspective of comprehensive management of economic hotels, discuss what characteristics of economic hotels in the operation and management, and how different from the traditional star-rated hotels?

01, economy hotels around the "small, small and fine" characteristics of the development of ideas, make full use of the characteristics of the surrounding environment, operation and management.

02, economy hotels are relatively cheap, clean and comfortable environment and safety is guaranteed, with the general star hotel is different, economy hotels do not have a spacious lobby, there is no swimming pool, bar, recreation room and other supporting facilities. Front desk, guest room and restaurant are the three elements that make up a budget hotel. Some business activities such as copying, faxing and typing are done by the front desk.

4, if you as a newly created economy hotel chain management company general manager, talk about what you will start, build the brand and promote the network, or how to better manage the hotel, so that business management to maximize the benefits?

01, the development of normative, standardized, personalized, procedural, scientific management mode;

02, the development of feasible marketing programs;

03, group development ideas as an entry point into the market;

04, through the network, radio, newspapers and other media publicity;

05, tapping into the enterprises and institutions customers, consolidate the source of customers, to protect the hotel operating profits.

Grand Hotel Training Test Questions

I. Fill in the blanks

1.

The purpose of this training is to improve the quality of service needs, but also for competition and development needs.

2.

Currently, the gap between our hotel and other star hotels lies in the poor hygiene, not enough enthusiasm, and we can't find the atmosphere of star hotels and so on.

3.

The hotel guest is anyone who visits the hotel or spends money in the hotel is a hotel guest, which can be divided into consumption guests and non-consumption guests.

4. The most important product that a hotel provides to its guests is service."

5.

Hotel products are characterized by comprehensiveness, immediacy, non-storability, and quality instability.

6.

Service quality is the basis of image, the way of competition, the source of wealth.

7.

Six characteristics of service quality are, functionality, economy, safety, speed, comfort, civilization.

8. Depending on the feeling to evaluate the quality of service, specifically expressed as "five senses"

that is, the sense of comfort, the sense of value for money, the sense of security, the sense of convenience, a sense of cordiality.

9.

Quality service = standardized service + extraordinary service.

10.

Quality service includes good manners and courtesy, excellent service attitude, rich service knowledge, skillful service skills, fast service efficiency, a full range of services, flexible service mode, scientific service procedures, perfect service facilities, reliable security, elegant service environment, high-quality food supply.

11.

Have a good service attitude, specifically, the waiter for the guest service to do the work seriously and responsibly, proactive, enthusiastic and patient, meticulous and thoughtful, civilized and polite.

12.

In the service work should put an end to shirk, cope with, perfunctory, prevarication, indifference, gimlet, boredom, arrogant, indifferent.

13.

In the hotel service work, the most likely to cause guests to complain about the two problems of the first is the service attitude of the complaint; the second is the service efficiency of the complaint

14. Room attendants per person per day to sort out the international standard of the room is 16-18, the domestic standard is 10-15, sorting out the standard time of a room is 25-30

The standard time to organize a room is 25-30

minutes.

15. Guests temporarily add items additional services are generally completed within 10

minutes.

16.

The reception desk to receive the busiest guests should be to pick up one, answer two, greet three.

17.

The two basic points of view that should be followed in respect of the customer is one. The customer is God, is our food and clothing parents, two customers are always right.

18.

Customer personality can be divided into: ordinary, arrogant, reticent, acute, social, stubborn, gentle, long-winded, forgetful, wasteful and so on ten kinds.

19.

Guests in the social interaction of taboos have no respect for the guests, everything is catty, the customer judgment finger pointing, out of the ordinary, no credit, there is no proper address, because the customer does not understand the items and the wrong use of the waiter caused by the ridicule of the waiter, the waiter whispering to each other in front of the guests, and the customer is too familiar with the words and deeds are not measured.

20.

Customers generally have the psychology of seeking venting, seeking respect for the psychology of seeking compensation.

21.

The basic principle of dealing with guest complaints is to sincerely help guests to solve problems, never argue with guests, not to the detriment of the interests of the hotel, do not arbitrarily disparage others, and do not cross the line to submit contradictions.

22.

The types of guest complaints are complaints about facilities and equipment, complaints about service attitudes, complaints about service quality, and complaints about unusual circumstances.

23.

Service operation process, the use of tools and equipment should do three know, three will, the content is to know the principle, know the performance, know the use, will use, will maintain, will maintain.

24.

Working hours must be dressed in work attire, wearing a number plate on the upper left chest, wearing black shoes and socks similar to the skin color, do not put on heavy makeup, dyeing the hair, long nails, colored nail polish, and do not wear tinted glasses.

25. Work time must be 15 minutes in advance to the post for the handover, late within 5 minutes penalty of 1 point, late 30

minutes or more according to absenteeism.

26.

Smoking is prohibited in the hotel public **** domain and workstation during the shift, and alcohol and alcoholic beverages are not allowed to be consumed four hours before and during the shift.

27. When answering the phone, you should pick up the phone within 3

rings, greet first and then report your position, and avoid the word "hello".

28. Instrumentation refers to people's demeanor in the social activities of the posture and demeanor, standing should be closed abdomen, chest, eyes looking straight ahead, natural expression, with a smile. Arms naturally hanging down or in front of the body naturally cross, right hand on the left hand, women stand feet V

Zigzag, knees and heels should be close together, men stand feet and shoulder width.

31. The English word for room service is Romse yvice.

32.

Walk as far to the right as possible, not in the middle, and let the guest or superior walk on your right when leading the guest.

33.

When going up the stairs, the guest is in the front, when going down the stairs, the guest is in the back, when three people walk together in the center is the guest.

34.

The level of service is representative of the level of civilization of society.

35.

The main norms of professional ethics of the hotel are warm and friendly, guest first, sincere and fair, reputation first, civilized and polite, quality service, abide by the law, honesty and public service, solidarity and cooperation, the overall situation, study the business, improve skills.

II. Judgment questions_

1.

The most important product provided by the hotel guests is the service, and therefore it is comprehensive, direct, non-storable and quality instability and other characteristics. (Right)

2.

Courtesy and courtesy are what waiters must do in their work. (Wrong)

3.

The quality of the hotel product is the quality of service. (Wrong)

4.

Bangles, bracelets, rings, earrings, etc. are not allowed to be worn at work, mainly to facilitate service cleaning. (Wrong)

5.

The waiter is in a bad mood due to family lockups, and it's understandable to show a little bit of dull expression. (Wrong)

6.

Coughing, sneezing, hiccuping and yawning in the presence of guests are normal human physiological phenomena, and there is no need to avoid them. (Wrong)

7.

While the waiter was pouring tea for the guest, the guest tapped his finger on the tabletop to indicate that he wanted the waiter to pour more. (Wrong)

8.

When making introductions, introduce the older to the younger, and the higher to the lower. (Right)

9.100-1=0

It means that if there is poor service in one link, in one person, the quality service of all the other posts and the hard work of the staff will go down the drain, and the good image of the hotel will no longer be there in the impression of the guests. (Right)

10.

The guest's code of conduct must be strictly enforced according to the hotel's system. (Wrong)

11.

Hotel ethics refers to the norms of behavior and code of conduct that should be observed by people working in the hotel industry throughout the course of their professional activities. (Right)

12. The abbreviation of our hotel is NAN CHONG HOTCL.

(Wrong)

13.

Any guest encountered at any location in the hotel should be greeted and addressed with honorifics and titles. (Wrong)

14.

Customer satisfaction with hotel service is the quality standard for measuring hotel service. （

15.

The most admirable skill of a waiter is his ability to see through the needs of his customers and provide them with services accordingly. (Right)

Three. Short Answer Y

1.

What should we do when a guest asks us to do something for him or her?

Answer:

1

We should be happy to help guests with their requests as long as we can. When the guests ask us to do things on behalf of the content of things should be asked to do things on behalf of the contents of the items should be asked to clarify the name, number, size, color, shape and time requirements, etc., and to the guests of the advance receipts, notify the relevant personnel to deal with.

2

To do things for the guests, we should do a quasi two clear three timely, namely: to do things quasi; clear accounts, clear procedures; hand over timely, send back timely, report timely.

2.

In the service work, the mood is not good when you should do?

Answer:

1

In the work, no matter how good or bad your mood, you should be warm and courteous to the guests.

2

No matter what the situation is, one should forget one's own private affairs and devote one's energy to one's work, and one should always ask oneself whether one is able to smile and make a pleasant impression in the service.

3, as long as every moment to remember "politeness"

Two words, you can grasp the process of service in their own words and deeds, to provide guests with quality service.

3. Briefly describe the main duties of your position?b

Answer (omitted)

4

Briefly describe the work procedures of your position?

Answer (omitted)

5.

What should you do when a guest asks a question and you are not sure and have difficulty answering it?

Answer: 1

First of all, in addition to having a good service attitude, skillful service techniques, and rich business knowledge, the waiter should also be familiar with the general situation of the enterprise and the social situation. In this way, we can try to avoid the occurrence of guests raise questions, they do not understand or unclear, difficult to answer the phenomenon;

2

, encountered their own do not understand or unclear, do not have the certainty of answering the question, we should ask the guests to wait a moment, to the relevant departments to ask for advice or inquiries before answering. If the problem is more complex, not clear at once, you can ask the guest to go back to the room to wait, to be clear and then reply to the guest. After efforts still can not answer, should give the guest a reply, and to patiently explain and apologize.

3, the guest raised the question, can not use "I do not know", "I do not understand", "I am not sure" or "I think", "may"

and other words to reply to the guest.

6.

What should I do if I make a mistake during service?

Answer: 1. First of all, when we are serving the guests, we should take a serious and responsible attitude and do our best to do the work perfectly and properly to avoid any mistakes and accidents. 2, if there is a mistake, if the guest is present, first of all to apologize, and then take timely remedial measures. 3, after the incident, we should carefully find out the reasons, learn from the experience, to avoid the occurrence of similar errors. 4

, all the errors, can not be hidden. If you can't solve it by yourself, you have to ask your superior immediately to avoid a big accident.

7.

How to correctly handle guest complaints? A: (omitted)

8.

What are the techniques for establishing good customer relations?

Answer:

(Omitted)

9.

What should you do when a guest loses his temper and scolds you?

Answer:

1

The waiter's reception of guests is his own responsibility, and even if he receives scolding from the guests, he should do a good job of reception at the same time.

2

When the guest lost his temper and scolded you, to maintain a calm attitude, seriously check their own work whether there are deficiencies, to be calm after the guests and then do a polite explanation and apologize. Never argue with the guests or abuse.

3

If the guest's anger has not yet subsided, it should be promptly reported to the leadership.

10.

When a runaway order is found and the guest is found in a public **** place, what do you think should be done?

Answer: 1, because the guests are generally more facetious, especially higher status guests. Therefore, when the discovery of the running order, in the public **** place to find the guests, first of all to take into account the guests love face of the psychology, the first guests to one side, and then whispered and pay attention to the use of language art, such as "I'm sorry, Mr., due to the negligence of our work, you still have (drinks, snacks, room charges, etc.) billing omitted to settle, please check it out, and now settle okay?" Guests should pay and say: "Sorry to bother you, thank you.

2, if we do not do this, but in public, especially when the guests and friends together, directly say: "There are still bills did not pay".

It will make the guests feel embarrassed and resentment, and even to face, the bill is not recognized, so that the collection work to bring difficulties; at the same time it is also impolite behavior performance.

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Hotel management and practice test questions (10)

I. Fill in the blanks (1 point per blank, ***20 points)

1. Service quality assurance system is By , service personnel and several interrelated aspects of the composition.

2. It is a management method to control the business activities of the hotel through the development and implementation of the system.

3. The service of the front office department, throughout the , to a certain extent, determines the degree of satisfaction of the guests, and the quality of its service is directly related to the service effect of other departments of the hotel.

4. It is based on the indicators that have been achieved historically, analyzing the indicators of work quotas of similar hotels rooms, and then combined with the current situation of the hotel rooms, through a comparative analysis to estimate the consumption of man-hours and the development of a method of work quotas.

5. Restaurant sales service work is a direct service for the guests of the business process, including the preparation room business organization, and

activities.

6. Multifunctional halls not only have , and often can be divided into different independent areas, not only to save space, but also to expand the scope of business.

7. Catering quality, including product quality and service quality, to the current market situation, which is the most important choice for customers to choose a dining place to choose a factor.

8. Hotel catering refers to high-quality food materials, does not mean the best quality of raw materials, but .

9. Recreation and leisure refers to people with the help of , through participation in activities to regulate mood, promote physical health, to achieve the purpose of leisure, friendship and sports activities.

10. The same important set of equipment in the ballroom and sound is , which plays a vital role in depicting and rendering the atmosphere of the ballroom.

11. Hotel equipment life is from the beginning of the installation and commissioning, transfer of production, production, maintenance, repair and transformation to the full time.

12. The operation and maintenance of the equipment is the operation and maintenance procedures to correctly grasp the equipment skills and maintenance methods.

13. Regular maintenance is in accordance with and the corresponding technical requirements of the maintenance activities, is a time-based preventive maintenance methods.

14. It is a training method that trains employees on how to perform or handle a specific task or problem in a standardized manner.

15. Hotel automation equipment used by many need to work with the computer system linkage, with the necessary common interface, so the choice of computer system should pay attention to its and .

Two, single-choice questions (in each of the four alternative answers to each sub-question, select a correct answer, and fill in the correct answer to the serial number in parentheses in the question stem. Each sub-topic 2 points, ***20 points)

1. ( ) China began to implement the star rating standards for tourism-related hotels, hotels, "hardware" and "software" for a comprehensive assessment, graded, set the standard.

A.1978 B.1980

C.1982 D.1988

2. In various types of hotels, generally speaking, the rate of repeat business is larger hotel ( ).

A. Comprehensive hotel B. Vacation hotel

C. Business hotel D. Conference hotel

3. A hotel has 300 rooms, of which 200 are standard rooms, 50 are single rooms, 50 are suites, and the room rates are 380 yuan, 300 yuan, and 580 yuan respectively. A day the number of rooms rented 200 rooms, room revenue amounted to 84,000 yuan, then the day of the potential room yield ( ).

A.42% B.66.7%

C.68.5% D.70%

4. Of the following equipment, ( ) is not part of the guestroom equipment.

A. Furniture B. Vacuum cleaners

C. Electrical appliances D. Sanitary ware

5. The restaurant business process is mainly responsible for ( ), which is required to take the service procedures as the standard, provide services to guests in a targeted manner, and strive to expand the sales of food and beverage products to ensure the completion of the predetermined business targets.

A. Executive Chef B. Restaurant Manager

C. Banquet Manager D. Wine Manager

6. The effective shelf life of fish is ( ) at temperatures between -18 and 23 degrees Celsius.

A.1 to 3 months B.3 to 6 months

C.6 to 9 months D.6 to 12 months

7. Cold dishes are prepared with ( ), which is not in line with the requirements of kitchen hygiene management.

A. Cold dish production room should be separated from other production areas

B. Knives, cutting boards and rags should be separated from raw and cooked, and disinfected on a regular basis

C. Installation of ultraviolet lamps and anti-fly and anti-insect equipment

D. Cold dishes are not served immediately after loading the plate, and they should be placed directly into the refrigerator for freezing

8. Temperature inside the gymnasium should be controlled to be around ( ）.

A.18 to 20 ℃ B.20 to 22 ℃

C.21 to 23 ℃ D.23 to 25 ℃

9. When the hotel has only a median or a low advantage, the recreation department should implement the competitive strategy of ( ).

A. head-on competition B. wait for the right time

C. staggered competition D. ignore

10. The following ( ) is not part of the hotel computer management system front desk software should have subsystem functions.

A. Housekeeping B. Personnel management

C. Shopping mall management D. Entertainment management

Three, terminology (3 points per question, ***15 points)

1. three levels of maintenance

2. Kitchen production quality table number fishing method

3. Ideal average room rate

4. Electronic door locks

5. security false alarms

Four, short answer questions (subquestions 1, 2, 3 6 points each, subquestion 4 7 points, ***25 points)

1. What do you think are some of the factors that influence the determination of the price of the guest room?

2. What principles should be followed when placing guest room supplies?

3. How do you consider restaurant layout when a large à la carte restaurant encounters high and low seasons?

4. What are the characteristics of hotel safety management?

5. expository questions (10 points per question, ***20 points)

1. how to establish the concept of wages? And please design a reasonable job wage program.

2. How to do a good job in the purchase of equipment?

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Hotel Marketing Manager Practice Test Questions

I. Multiple Choice Questions

1. The duties of the marketing manager are(?) .

A. directly responsible to the deputy prime minister?B. coordination with the front office department

C. coordination with the rooms department and the engineering department?D. coordination with the computer room

2. The theme that must be emphasized in the management of the place is(?) .

A. quiet?B. warm?C. relaxed?D. standardized

3. The hotel should set its business compensation system according to its own(?) to set their business compensation system.

A. nature of the industry?B. objectives?C. size?D. policy

4. Hotels publicize their corporate image through the Internet, which is more than the previous way of publicity(?) , making intangible services tangible.

A. faster?B. clearer?C. more comprehensive?D. more interactive

5. Travel agencies mostly book rooms in (?) way to book rooms

A.telephone?B.letter?C.fax?D.Internet

6.The source of hotel bookings is(?)

A. travelers personally or friends and relatives?B. companies or organizations

C. travel agencies?D. transportation companies

7. market development research in the hotel business off-season to fight for auxiliary production belongs to the market research priorities of the (?) .

A. first priority?B. second priority

C. third priority?D. fourth priority

8. The following are conspicuous expenditures (?). .

A. administrative expenses?B. insurance expenses?C. transportation expenses?D. advertising expenses

9.(?) is a very important data in room management, which reflects the level of hotel management and the adequacy of the guest market.

A. room occupancy rate?B. average room rate

C. average annual cost per unit of room?D. food and beverage cost rate

10. booking analysis report has(?) .

A.Passenger Nationality Analysis Report?B.Market Analysis Report

C.Room Acceptance Analysis Report?D.Business Analysis Statistics

II.Judgment Questions

1.Hotel marketing is a series of business and sales activities carried out in order to make the hotel profitable. (?)

2. Hiring first-class marketing staff must be hired with extensive experience. (?)

3. Among the concerns of hotel guests, guests such as business executives are more concerned with the prestige of the hotel, and they need larger and more elaborate rooms. (?)

4. Zero-based budgeting is used by many hotels because it has a strong scientific basis in terms of logical procedures. (?)

5. In the distribution of authority between the headquarters and branches, the headquarters should strengthen the authority of targeted aspects, while the branches should strengthen the authority of specialized aspects. (?)

6. The fee for rewarding the middleman in a transaction is usually 15%. (?)

7. Price is the third component of the hotel marketing mix. (?)

8. The hotel price mix or price structure usually consists of a base price, a discounted price, and a qualifying price. (?)

9. Waiting rates are usually about 20% lower than standard rates and serve guests who have not made a reservation and need to wait for availability. (?)

10.The establishment of a hotel sales compensation system is a tactical matter. (?)

3. SHORT ANSWER QUESTIONS

1. What are the details of hiring a top-notch marketing staff?

2. What are the methods of preparing a marketing budget?

3. What are the ways in which hotels accept reservations?

4. what should be included in a record of canceled reservations?

5. What points should be noted in conference management?

Four, practical and analytical questions

1. Please according to the actual situation of the company to draw up a hotel marketing plan for the current year.

2. A Chinese American businessman in Shanghai Blue Sky Hotel has been staying for two and a half months. That day, he was accompanied by two friends to the main desk checkout, the waiter checked the computer information and told him: "Sir, your check is only 30 yuan, and you have more than 400 yuan on hand, please make up for the cash before checkout." The customer says, "Then give me credit." The waiter replied, "Sir, I'm sorry, according to the rules of the hotel, you can't have credit," and the merchant was very upset: "I'm a long-stay guest of your hotel, can't I have a little credit?" "No, sir." The waiter flatly refused. The merchant felt that he had lost face and could not stand it, so he took his guest back to the guest room in a rage.

The businessman immediately called the hotel's public relations and sales department and recounted what had just happened at the main desk, accusing the waiter of molesting him by not giving him credit in front of his friends. "Can't I even afford to pay for this room?" Answer the phone Rosie was not responsible for the reception of this businessman, do not know him, so I felt very suddenly, but she immediately calmed down, quickly clean up a thought, replied: "Sir, just now the waiter to you to speak to the attitude is indeed more hard, there are rude, I apologize on behalf of the hotel to you. However, the waiter also has a difficult situation, because according to the hotel's rules, whenever the guest spending money can not be recovered, the waiter will be responsible for it. Please understand this point as well, sir." The businessman's mood began to ease, but then threw the dilemma back at Rosie: "Well, then, I'm going to ask you to give me credit now." Rosie was struck with an idea. She calmly replied, "Let me ask the leader to please call me back in five minutes." In fact, Ms. Peng did not call the leadership, because she herself has the right to credit, but she did not want to let the businessman have the feeling that you can just credit. 5 minutes later, the businessman called, Roxie told him: "The hotel leadership agreed to give you credit, please make up the check in the next few days, okay?" The businessman happily agreed.

The next morning, Roxie knew that the businessman had gone out, so she called his company, and his secretary, Ms. Qu, answered the phone. Roxie asked Miss Qu to convey her advice to the businessman: the future of such accounts to and from the matter, do not have to bother the boss personally, can be handled by Miss Qu; also do not have to look for the hotel attendant, you can look directly to her to deal with. That afternoon, Miss Qu took a check to the PR and Sales Department Rosie hand, and conveyed the boss's gratitude to her.