What is the meaning of a hotel?

This is a place where guests can stay and eat. Specifically, a hotel is a place where tourists can stay by selling rooms, restaurants and comprehensive service facilities. It is an organization that provides guests with housing facilities, food, drinks and services and obtains economic benefits.

What is the standard for dividing the hotel scale?

Hotel scale is generally divided into three types according to the number of rooms and beds in the hotel: large, medium and small. With the frequent international exchanges and the development of tourism and aviation, the hotel industry has developed rapidly. At present, the internationally accepted classification standards are:

Rooms under 300 are collectively referred to as "small hotels".

Hotels with 300 to 600 rooms are called "medium-sized hotels".

Hotels with more than 600 rooms are called "grand hotels".

What is the classification standard of hotels?

In order to promote the development of tourism, protect the interests of tourists and facilitate the comparison between hotels, the international community has made some regulations on hotel grades. Since 1950s and 1960s, a relatively uniform grading standard has been gradually formed according to the hotel's construction equipment, hotel scale, service quality and management level. Tourist hotels are divided into five grades, namely, one-star, two-star, three-star, four-star and five-star (or four-star luxury) hotels.

One-star hotel. The equipment is simple, with two basic functions of eating and living, which can meet the simplest travel needs of guests and provide basic services. It belongs to the economic category and meets the needs of tourists with poor economic ability.

Two-star hotel. General equipment, in addition to basic equipment such as guest rooms and restaurants, there are comprehensive service facilities such as salesroom, post and telecommunications, hairdressing, etc. The service quality is good, which belongs to the general tourism level and meets the needs of tourists. Take the agate two-star hotel in Bordeaux as an example. There are 148 rooms on the seventh floor. Each room has two sides and three beds, with an area of 13.5 square meters (including 2.5 square meters bathroom with toilet, bath and shower head). There are hot and cold air equipment, carpets and telephones in the room. The furniture is simple, low cost and economical.

Samsung hotel. Well-equipped, not only providing accommodation, but also meeting rooms, recreation halls, bars, cafes, beauty salons and other comprehensive service facilities. Each room covers an area of about 20 square meters, with complete furniture, refrigerator and color TV. Good service quality and high charging standard. Can meet the needs of middle-class and above tourists. At present, this medium-level hotel is the most popular in the world, with a large number.

Four-star hotel. Luxury equipment, comprehensive service facilities, many services, excellent service quality, attention to indoor environment art, and provide quality services. Guests can not only get advanced material enjoyment, but also get good spiritual enjoyment. This kind of hotel is usually called a first-class hotel internationally, and the fees are generally higher. It mainly meets the needs of upper-class tourists and mass tourists with higher economic status.

Five-star (or four-star luxury) hotel. This is the highest level tourist hotel. The equipment is luxurious and the facilities are more perfect. In addition to luxurious guest room facilities, service facilities are complete. Various restaurants, large banquet halls, conference halls and comprehensive services are relatively complete. It is the center of social activities, conferences, entertainment, shopping, entertainment and health care. With beautiful environment and high service quality, it is a kind and happy small society. The charging standard is very high. It mainly meets the needs of the upper bourgeoisie, government officials, celebrities, managers of large enterprises, engineers and technicians, officials attending international conferences, experts and scholars.

What is the significance of hotel service?

In short, hotel service is the most important product sold by hotels. Hotel products are comprehensive products that meet the multi-level consumption needs of guests and provide them with various tangible products and services. Hotel products are different from those of other material production departments. The products sold by the Material Production Department are mainly material products, while hotels provide a variety of products and services to their guests on the condition of hotel facilities.

The reception service process refers to the labor process in which room attendants use various materials and equipment in the room to provide services for guests. The consumption process refers to the guest's accommodation process, which is consistent with the reception service process in time and space. After the product is made, it cannot be exchanged and become a commodity. Therefore, there is only one kind of goods produced by hotels, that is, services.

What is the definition of a guest room?

Guest rooms are the main facilities for hotels to provide accommodation and rest for their guests. They are also the "home" of tourists and the main part of hotels and restaurants.

What kind of rooms do you have? 、

There are generally two kinds of rooms: single rooms and suites.

A single room usually consists of a room with an area of 16 ~ 20㎡, with ancillary equipment such as toilet.

A room with a single bed is called a single room, which is suitable for single people on business trips.

A room with two single beds or a double bed is called a double room. This room is suitable for two guests and couples, and for tourist groups.

An apartment consists of two or more rooms (with bathrooms and other ancillary facilities).

Double Suite: Generally, two rooms are connected. One is the reception room and the other is the bedroom. There are two single beds or a double bed in the bedroom. Such a room is suitable for couples or tour groups.

Combination Suite: This is a specially designed room according to needs, and each room has a bathroom. Some consist of two opposite rooms; Some are composed of two rooms next door, with doors and locks in the middle; Some are made up of three adjoining rooms with bathrooms.

Multi-suite: It consists of three to five or more rooms. There are two bedrooms with bathrooms, a reception room, a dining room, an office and a kitchen. There is a king bed in the bedroom.

Superior Suite: A suite of seven to eight rooms with a mini-bar in the corridor. The two bedrooms are separate, and the men's and women's bathrooms are separate. There are living rooms, study rooms, conference rooms, suites, guard rooms, dining rooms and kitchen facilities, and some have indoor gardens.

Three-dimensional suite: consists of two floors, upstairs and downstairs. Upstairs is the bedroom with two single beds or a double bed. There is a bathroom and reception room downstairs, and there is a movable sofa in the room, which can also be opened as a bed.

What is the position and function of the front desk in the hotel?

The position and role of the front desk in the overall service of the hotel is very important. It is not only the main channel for communication inside and outside the hotel, but also the hub and command center of hotel reception service. All departments in the hotel, such as catering department, recreation center, supply department, etc., have to rely on the general service desk to coordinate in order to do a good job of service. In terms of external liaison, we should organize our customers well, try our best to serve them warmly and thoughtfully, make them satisfied, leave a deep first impression, attract more guests for the hotel and increase social and economic benefits. The work of the main service desk is very important, especially requiring service personnel to be proficient in business and act quickly and accurately.

What kind of guest documents do you usually have?

Guest files generally have the following types. That is, the work permit; Letter of introduction from the unit; Resident identity card; Military pass; Exit visa (passport); Home Visit Permit for Hong Kong and Macao Compatriots.

Why do guests need to check in?

The purpose of guest accommodation registration is to do a good job in public security and provide targeted services for the hotel. Through guest registration, we can understand the natural situation of guests and provide targeted services. If you know the guest's birthday, congratulate the guests who celebrate their birthdays during their stay in the hotel, so that the guests will leave an unforgettable impression and the reputation of the hotel will be improved.

What is the quality standard of hotel service?

Customer's satisfaction with the hotel is the standard to measure the service quality of the hotel.

Customer's satisfaction with the hotel (that is, goodwill) can be summarized as: it can meet the basic living needs of guests during tourism.

The front desk, guest rooms, restaurants and other departments always maintain good working conditions and maintain high hygiene standards. The interior and exterior decoration of the hotel is beautiful, harmonious, practical and beautiful. The hotel has complete daily necessities, thoughtful service, comfortable accommodation and delicious food, which makes guests feel comfortable staying in the hotel.

Hotels should have complete safety facilities such as fire prevention and theft prevention.

Service personnel should promptly introduce the usage and instructions of safety facilities to the guests. Service personnel should also regularly check the health and safety facilities, so as to prevent and reduce as much as possible any possibility that may lead to accidents for guests, so that guests can feel at ease when staying in the hotel, thus creating a sense of security.

Hotel staff should maintain a friendly attitude towards guests under any circumstances, and be warm, polite and thoughtful; Work carefully, pay attention to efficiency, care about guests everywhere, think of them in everything, and make them feel kind and happy. When they stay in a hotel, they will feel at home, thus making them feel at home.

In a word, because the hotel provides various services for the guests, it meets the spiritual and material needs of the guests and produces a feeling of comfort, safety and home away from home, which is the main symbol to measure the service quality of the hotel.

What does the curtain in the hotel room do?

Curtains are mainly used to harmonize the light, keep out the cold and shade, improve the line of sight, and have certain sound insulation and decorative beautification effects. Hotels are generally equipped with two layers of curtains, the inner thin curtain and the outer opaque curtain.

What is the function of the Chinese restaurant in the hotel?

Restaurant is an important part of the hotel. It undertakes banquets, cocktail parties, cold meals, tea parties, snacks, dinners, bars and other tasks. It not only serves the guests who check in, but also serves the guests who don't.

Doing a good job in restaurant service not only reflects the management level and service quality of an enterprise, but also has a great relationship with the reputation of the enterprise and the success or failure of its operation.

What is the duty of the foreman?

The duties of the foreman are: mainly responsible for the dining service of a restaurant; Assist in guiding guests to their seats; Hand in the menu, ask the guests to order and choose drinks; Introduce the dishes and new varieties of the restaurant to the guests; Assist the deliveryman to serve food; Pay for the guests who eat; Ensure the service quality, hygiene and cleanliness of the restaurant in charge, and the items should be placed neatly and beautifully.

What is a banquet?

Banquet is a form of entertaining guests together. It has a certain scale format, strong purpose, high time requirement and its own unique service form.

What is a state banquet?

The state banquet is the biggest banquet form. Held by the head of state or government, presided over by the invited head of state or government, accompanied by other state leaders, and invited foreign missions and relevant people to participate.

What is western food? What are the characteristics of western food?

The word western food is determined by its specific geographical location. "West" means the West. Generally refers to western European countries. "Rice" is a diet dish. What we usually call western food includes not only western European countries' food, but also eastern European countries' food, including America, Oceania, Middle East, Central Asia, South Asian subcontinent and Africa. Western food generally uses knives and forks as tableware, bread as staple food, and long tables and dining tables are table-shaped.

The main characteristics of western food are prominent main ingredients, beautiful appearance, delicious taste, rich nutrition and convenient supply.

What are the requirements for serving western food?

Snacks (cold dishes) should be placed 15 minutes before the table is opened, and knives or spoons should be placed according to different dishes, forks should be placed for hard and thin dishes, and spoons should be placed for soft dishes, soups and juices. When the guests put the dessert knives and forks together, it means that they have eaten well, and then they can take them away with the plates for eating.

Soup: There are generally two ways to serve soup: one is to put the soup in a soup plate and put a saucer under it for each guest; The other is to put the soup plate (cushion chassis) in front of the guests, and the waiter will put the soup in front of each guest and let the guests help themselves as appropriate. When the guest puts the spoon upright, it means that he has finished eating and can remove the tableware.

Hot dishes: there are two forms of serving hot dishes: one is to put a long plate on the dining table and let the guests help themselves; The other is that the waiter carries a long plate to order for each guest.

Let the dishes (sub-dishes) be carried out in priority order.

Dim sum: Dim sum will be served after the last hot dish is finished. At this time, all the tableware should be removed except the dessert fork, fruit knife and tea spoon.

Fruit: After using snacks, remove all the table utensils and plates and serve fruit.

Red tea and coffee: generally, before coffee or black tea is served, milk and sugar cans are placed in the middle.

What are the ways to serve western food?

There are three popular western food service modes in the world: American service, French service and international service.

What is a tea party?

Tea parties mostly invite celebrities to talk about their stories. Generally from 4 pm to 6 pm, it is elegant, chic, relaxed and comfortable, and mainly focuses on tea tasting and tasting. Guests can go in and out at will, which can be done in the living room and dining room.

What are the functions of wine?

Wine is fermented from sugar-containing raw materials. It is people's habitual consumer goods. Moderate drinking has the functions of invigorating spirit, relaxing muscles and tendons, activating blood circulation and dispelling cold, and relieving fatigue. Beer, yellow wine and fruit wine also have certain nutrition, which can stimulate appetite, help digestion and promote health. In the modern tourism service industry, various receptions and banquets are often held, and guests who leave the table cannot do without wine. As a hotel waiter, you must be familiar with some wine knowledge to serve our guests better.

How is yellow rice wine brewed? What are the characteristics?

Yellow rice wine is a unique traditional drinking wine in China, named after its color Huang Liang. It is made of glutinous rice, rice or millet through fermentation, medicated wine and bran koji pressing. It is a low-degree fermented wine, which is suitable for long-term storage and has the characteristics of "the older the wine, the more fragrant it is". In addition, it also has certain nutritional value. Besides drinking, it is also an auxiliary material or "medicine primer" for making pills in traditional Chinese medicine, and it is also a seasoning for cooking food (it can remove the fishy smell and improve the taste of meat and other meat dishes).

What is a bar?

The bar is the place where the hotel provides drinks, entertainment and rest for the guests. Bars usually provide alcoholic drinks, especially cocktails, but some also provide non-alcoholic drinks and some snacks for guests to drink.

What are the common bars?

There are two kinds of common bars:

Standing bar: the service desk that provides alcoholic drinks. The guests came to the bar, drank a glass of beer and wine and left. Some bars have bar chairs and stools in front for people to take a nap and drink. The characteristic of this bar is that guests can see the bar at a glance and see with their own eyes how the waiter prepares the wine. It needs first-class service and high standards of hygiene. At the same time, there are also requirements for the personal appearance, hygiene and orderly work of waiters (bartenders).

Lobby bar: Lobby bar is more elegant and comfortable than standing bar. There are tables and chairs and private seats in the bar. The location of the bar should be properly selected. It is best to set it in a place where guests can easily see it when they enter and leave the hall. The lighting in the hall should be soft and elegant, accompanied by music (usually a small band of three to several people can be organized for accompaniment on weekends or festivals, plus tickets). It's better to put some train seats to talk to each other and some small tables in the hall. The layout of the hall should have its own characteristics.

Introduction of brandy

1. Brandy is fermented from grapes. Alcohol distilled more than twice. Brandy is a colorless liquid that can be bottled and stored in oak barrels for more than three years.

2. The difference between brandy and brandy

Cognac method: grapes are fermented and distilled twice. The first distillation is to distill the fermented grape stock solution and pomace together. The content of liquid pomace is as low as 65438 0%. The next secondary distillation removes the primary distillation and secondary distillation, leaving only the intermediate distillation with alcohol content as high as 70-75%. (The first distillation and the second distillation can be used to mix grape stock solution in the next brewing)

B. Armagnac method: grape stock solution is continuously supplied, and direct fire distillation is only conducted once. Because the upper half of the distillation pot is equipped with a distillation column device with a segmented isolation grid. 60% brandy can be obtained from the alcohol vapor generated when the stock solution is distilled in the middle.

The difference between the two methods is that Armagnac method is more complicated than the smell of cognac.