cheap custom jewelry wholesale Seeking the technical assessment materials of the workers and institutions of Weifang Changyi Organization Institutions (guest room waiters), thank you

Andre

November 16, 2022 at 2:46 pm

zen jewelry wholesale 1. Briefly describe the history of the world hotel
The world hotel development history has gone through four stages: ① Inn period. In 600 AD, a rudimentary inn appeared in Europe. ② Deluxe restaurant. The country with typical representative significance in the middle of the 19th century was France. ③ During the commercial hotel. The commercial restaurant began in the early 20th century and represents the United States on behalf of the country. ④ During the new hotel. Beginning in the middle of the 20th century, with the improvement of living standards and consumption levels, tourism has become increasingly popular, and the main reception objects of hotels have shifted from business tourists to ordinary tourists in sightseeing and vacation.
2. What are the classification methods of restaurants?
la can be divided into tourist hotels, business restaurants, resort restaurants, conference restaurants, long -stay restaurants and motels according to the purpose of the hotel. ② Divided into small restaurants, medium -sized restaurants and large restaurants. According to the number of guest rooms (internationally divided)
3. What are the sources of reception?
① Tourism and tourism ② Business ③ vacation
4. Star grade division and assessment basis
① The building, decoration, equipment, facilities of the hotel ② Service Quality ⑤ Hotel's service items
5. Explain the concept of hotel management
The hotel management agencies and managers under the premise of understanding objective objects, implement decision -making, organization, command, control, coordination and other management functions Maximum reception capabilities to ensure the dual benefits of hotels.
6. What are the basic theories of hotels?
① Traditional management theory ② Scientific management theory ③ Modern management theory ④ behavioral science theory
7. What is the starting point of scientific theory?
This theory of scientific management is based on the purpose of pursuing production efficiency, using scientific methods, and managing in accordance with the laws of production.
8. The basis of briefing the theory of behavioral science n The so -called behavioral science is a science that studies the behavior of people in production and the analysis of the psychological causes of behavior.
9. What is the theory of demand level
The theory believes that people's behavior has a certain motivation, and the motivation has a strong need for a certain thing in the human beings. American psychologist Abraham Maslo summarizes human needs into five categories: ① physiological needs; ② safety needs; ③ emotional and belonging needs; ④ status and respected needs; ⑤ self -realization The need. Maslow believes that people generally pursue the satisfaction of various needs from low to advanced in accordance with this order.
10. Which is the restaurant management function?
① Decision plan function ② Organization function ③ command function ④ control function ⑤ coordination function
11. What issues should be paid attention to during the decision -making process of restaurants
① decision -making is based on blind subjective. ② During the decision -making process, we must fully consider the risk factors in the future. ③ During the decision -making process, we must give full play to collective wisdom.
12. What are the ways to coordinate?
① The overall coordination of the restaurant. Including coordination between departments, the coordination between the middle or lower levels of the department, the coordination of the department and the society, and the coordination between the enterprise and the enterprise. ② The hotel is vertically coordinated. Including the coordination of the internal and lower relationships of the hotel system, the coordination of the upper and lower relationships of the restaurant, the coordination of the restricted agencies related to the society and the society related to society.
13. What quality should hotel managers have?
① Ideological and political quality ② Business quality ③ Psychological quality ④ physical fitness
14. Principles set by organizational institutions
① The unity of command ② institutionalization, coordination of responsibilities, coordination and management level and management amplitude rationalization ④ Principles commensurate with talents ⑤ The performance of communication
15. What are the types of hotel organizations?
ct on the business business of hotels, including general service stations, catering, etc. ② The functional management agencies of the hotel, including the personnel department and the finance department. ③ The administrative agency of the hotel, including party committees, unions, offices, etc.
16. The basic concept of the guest room department
The room department, also known as the house department or housekeeper, is responsible for managing the hotel affairs of the hotel.
17. What position is the room department in the hotel?
la for the room is the basic facilities and main parts of the hotel.
② guest room income is the main source of income of the hotel. ③ The quality of guest rooms is an important sign of the quality of hotel commodities. ④ Management of the guest room department directly affects the operation management of the hotel.
18. What are the main institutions of the guest room?
The manager room, customer service center, floor group, public zone group, laundry room, fabric room
19.
The room department and the front hall department are the most closely linked. The latest room information must be provided between the guest room department and the front hall to accurately rent the guest rooms and increase the rental rate of the guest rooms. The guest room department shall timely clean up the guest rooms that have been checked out of the store and report to the former department for guests who are about to arrive at the hotel that day.
20. According to the location of the rooms, what kind of rooms can be divided into the rooms
① orthopedic rooms: windows are facing parks, sea, lakes or streets. ② Interior room: The windows are facing the guest room in the hotel. ③ Corner room: The guest room located in the corridor. ④ Advanced houses: two rooms are connected to the outdoor, and there are no rooms in the room.
21. How is the standard room layout? What basic equipment is equipped with various functional spaces?
① sleep space. In this space, the main furniture is bed. The bed is equipped with bed sheets, blankets, mattresses, mattresses, pillows, pillowcases, etc., as well as bedside tables, bedside lamps, bedside tables to place items. Paper paper, pencils, etc. provide convenience for guests. ② Wash the space. There are bathtubs, toilets, washbasins, etc. ③ living room. The living room of the standard room is in the front of the window, mainly in the coffee table, chairs, etc. for guests to rest, meet customers, eat, and watch TV. ④ Writing space. The writing space generally includes multi -function cabinet tables, luggage racks and TV cabinets and writing desks. There is a lamp on the writing table. Laundry sheets, laundry bags, etc. are placed in the drawer. You can dress up, the TV on the other side of the countertop, a small refrigerator with a drink. ⑤ Storage space. It is usually arranged next to the aisle with a closet for guests to store clothing, luggage and restaurants to provide hanger and quilt.
22. For example, how to match the color matching in the guest room?
The warm tones such as orange, yellow, red, etc. are matched with the shade room. Cold colors such as blue and green are often used in guest rooms facing west and south.
23. What kind of lighting is suitable for the bedside?
The local lighting
24. What preparations should I do before the room cleaning?
In the preparation phase, first prepare a housing work vehicle and check whether it is intact and flexible. The working vehicle is usually two to three floors. Putting the sheets and pillow bags on the lower layer, and the large towels, bath towels, facial towels, etc. are placed on the upper layer. According to the quota of the items, the items are standardized, the consumption items are neatly placed, and various cleaning supplies are placed in the cleaning. Check whether the vacuum cleaner has wind leakage and leakage, pour the dust bag, replace the dust bag regularly, and then clean it in order.
25. What should the waiter pay attention to when entering the room?
First of all, without hanging a "don't disturb" card or lighting, first knock on the door for three times. At the same time, you should report your own identity. Down. While entering the house, he reports his own identity. If you meet the guests sleep, you should leave softly, or the guest is in the room, and you can start working after obtaining the consent of the guest. Usually clean up the room and then clean up the bathroom. If you clean up the room, you can clean up the bathroom and then clean up the guest room.
26. How to clean up the room of the guests from the store?
First of all, pay attention to whether there are customers lost or lost or damage to the room facilities and items. Then, open the curtains, open the window to breathe, collect cups and pan -cylinder, and wait for washing in the bathroom. Collect the garbage in the room with the trash can, and then replace the cloth towel on the bed with the same number of cloth towels to organize the bed.

27. How to organize the evening room?
The evening rooms must be done. Make a night -bed room organizing and bathroom collation. Generally, it starts after 6 pm. Before entering the guest room, knock on the door or the doorbell in accordance with regulations, and notify your identity.
28. The characteristics of cleanliness and hygiene in public areas?
① The passenger flow is large, the requirements are high, and the impact on the reputation of the hotel is great. ② wide range and trivial work. ③ Poor working conditions, being contempt, professional and technical.
29. What is planned hygiene?
The guest room plan hygiene is based on the daily hygiene cleaning, formulated a periodic cleaning plan, adopt a regular cycle, and completely clean up and clean the dead ends of cleaning and hygiene or the parts and furniture equipment that are easy to ignore. Maintain maintenance to further ensure the quality of cleaning and maintenance of the guest rooms, and maintain a good state of room facilities and equipment.

30. What special precautions are available in the room finishing
In after entering the room, put the working car horizontally at the door, and always open the door of the room. Note whether there are customers who are lost and the loss or damage of room facilities and items. Then, open the curtains, open the window to breathe, collect the cups and pan -cylinder, and place it in the bathroom for washing. Collect the garbage in the room with the trash can, and then replace the cloth towel on the bed with the same number of cloth towels to organize the bed.
31.
① The lobby ② restaurant, bar and multi -function hall ③ toilet ④ elevator and escalators ⑤ bronze, steel ⑥ lighting
32. What are the requirements for cleaning and hygiene in the public health zone?
① All public health areas are kept tidy. The ceiling, walls, and glass are not dusty, cobweb, marks in the 3m vision of the guests. ② The passage, the aisles, and the entrance hall are clean and tidy. ③ Proper positions in public areas include decorative paintings, potted plants, and bonsai. The position is properly placed, beautiful and comfortable. ④ All public places have good ventilation, fresh air, and public toilets are clean and without odor.
33. What is the principle of cleaning the room?
This to remove various dirty traces so that the cleaning object meets the standards required by the hotel.

34. Briefly describe the content of the "May 4th System" of the hotel's hygiene
① four non -system. Buyers do not buy rotten and deteriorated raw materials, custodians and accepters do not collect rotten and deteriorated raw materials, processors do not use rotten and deteriorated raw materials, and salespersons do not sell rotten and deteriorated raw materials. ②The isolation system. Slutherapy isolation, isolation of finished products from semi -finished products, isolation of food from debris, and isolate food from natural ice. ③ Four Customs System. One washing, two brushes, three ponds, four disinfection. ④ Four fixes. Person, fixed objects, set time, fixed quality. ⑤ Four diligence. Wash your hands and cut your nails; take a bath, haircut; wash clothes, bedding; change your work clothes.
35. Disinfection methods commonly used in hotel appliances
① High -temperature disinfection method ② Soaking disinfection method ③ Electricity disinfection method ④ UV disinfection method ⑤ Carbonate disinfection
36. ② Check rooms in the room leader of the rooms ③ The supervisor of the room floor of the rooms ④ the manager of the room department check the house

37. The concept of briefly describe the laundry room
A working department of washing and ironing.
38. How to coordinate the relationship between the laundry and various departments
① The relationship between the laundry room and the catering department and the guest room department. Send the washed cloth to the floor every day, and the catering department has a special person to go to the laundry room or the grass house to collect it to send it to clean or dirty grass. ② The relationship between the laundry room and the confession department. The laundry room provides the purchase list of items, which must be marked with quantity, price, quality, and supply time. After the laundry room is accepted and accepted, it can be included in the warehouse to ensure quality and specifications. ③ The relationship between the washing room and the engineering department. Washing room equipment energy supply system, engineering department and laundry room jointly formulate maintenance plans to check and maintain regular inspections.
39. What is the job responsibilities of the laundry manager?
The washing room manager is responsible for the management of laundry rooms, and is responsible for the ironing management of all the grassweed and employee system of the restaurant. ① Responsible for formulating washing plans, operating procedures and working systems. ② Responsible for employee work arrangements and manpower scheduling. ③ Control the cost of laundry and other expenses. ④ Do a good job of maintenance and maintenance of the equipment, and urge engineers to repair and replace the replacement of damaged equipment components in a timely manner. ⑤ Responsible for handling errors and damage compensation. ⑥ Buy laundry raw materials to ensure reasonable reserves. ⑦ Supervisory and inspect the work and quality of subordinate employees. ⑧ Responsible for employee business technology training in the department.
40. What are the requirements for the washing of customer clothes and systems
la to meet the time requirements of guests for washing. ② Meet guests' requirements for washing quality. ③ Avoid the damage and loss of customer clothes caused by washing. ④ Avoid uniform mixing. ⑤ Special requests made by the guests try to meet as much as possible. ⑥ Correct the wrong washing requirements of the guests.
41. What are the detergents commonly used in washing rooms?
① The main washing agent of cotton fabrics-PH-10 ② metatalide-PH-13 ~ 14 ③ acid powder-generally citric acid and acetic acid ④ oxygen drifting agent-hydrogen hydrogen hydrogen bleach ⑤ chlorine drift agent ——It two types of sodium chloride and sodium borate ⑥ powder -can be replaced by raw powder, which are mainly used for desktop and napkins. ⑦ Soft agent -It has a good effect on restoring and maintaining the washed towel fabric.乙 dry cleaner -tetonethylene.
42. The maintenance of the washing room equipment
① does not allow the washing machine to operate under overload, and the machine overloading is the most fatal damage. ② Each machine has a special person responsible for use and maintenance to enhance the sense of responsibility. ③ Check it first before turning on, and never let the machine run with illness. ④ regularly repair the machine to prevent problems before they occur.
43. Please compare the characteristics of various room service models
① Set up a service table on the floor, and then set up a workshop to be equipped with a full -time waiter. This model is the most basic, most traditional, and most common model for hotel room services in my country. This service model provides face -to -face services, which can timely discover the needs of guests in time, which is conducive to displaying the enthusiastic services of guest room employees, making guests feel kind. At the same time, the duty of the floor on duty at 18 or 24 hours can find suspicious signs in time, which is conducive to the safety of the guest rooms. However, the floor service desk is three shifts a day. It costs manpower, high cost, difficult to control service quality, and poor service quality of individual waiters will damage the image of the hotel. ② The rooms do not have service desks and platforms, and work rooms are set up according to the number of rooms on each floor. This mode adopts back -to -back service, which can be manpower and reduce the operating costs of guest rooms. The expensive labor abroad is the main reason why the hotel adopts this model. At the same time, you can disturb the guests and keep the room area quiet. However, the waiter could not face face -to -face service, reducing emotional exchanges. The waiter did not actively discover the needs of the guests and provides the service in a timely manner to move the guests' inconvenience. Because there is no waiter on duty on the floor, it is not safe enough, so it has higher requirements for the safety system of the hotel.
44. How to provide the floor service
The guests arrive at the floor and send them to the guest room. Because the guests are tired, work should be enthusiastic and fast. ① Castle mouth welcome guests ② lead the entry of the house ③ pour water in the water ④ Introduce the room equipment, and introduce the key introduction that can make it easy for guests to use improper problems.
45. What are the issues of receiving visitor?
The reception of the waiter on the floor of the floor should be as warm and polite as the residents, and the guests will lead the guests to the room. When guests are not in the room, they should wait for visitors to wait in the public area and not wait in the guest rooms.
46. If you provide laundry services, you should pay attention to?
The number of types and pieces of the customer's clothing, check whether there are things in the bag, whether they are deducted, severe stains and fading, and whether it is damaged. The washing method should be filled in or recognized by the guests. Wash the clothes to be returned to the guest room in time, and the guests cannot hang the clothes directly into the wardrobe.
47. What are the standards for measuring the quality of room service?
① Benbuchi ② comfort ③ security ④ attraction
48. How do hotel employees look at the guest's complaint?
① Complaints are the barometer of the quality of the hotel, and it is the driving force for improving the quality of service management. ② The guests directly complained to the hotel and provided the hotel with the opportunity to return their own reputation. ③ A welcome attitude towards the complaint.
49. What are the general procedures for handling guest complaints?
① Keep calmness, listen carefully and patiently, listen to the contents of the guest complaint ② Express sympathy ③ Fully care ④ Do not transfer the target, shirk responsibility ⑤ Record points ⑥ Tell the guests to take the measures to take the measures to take action to solve the problem to solve the problem to solve the problem ⑧ Check the implementation and record the archive.
50. What are the room booking?
The restaurant room booking has a variety of methods such as telephone, telegraph, telecommunications, letter, letter, verbal, signing contracts, and reservation through booking systems.
51. How to sell the room correctly?
① Highlight the value of the room and make the guests feel worthwhile. ② Provide the price range of rooms that can be selected, and provide guests with different nature and types of rooms. ③ Use more positive introductions, use less "only", "regret" and other words. ④ Make more suggestions to achieve guest interests first.
52. What are the room sales strategies?
① Discount Price Strategy ② Difference strategy ③ Psychological pricing strategy
53. What kind of factors should be considered in the price of rooms?
The internal factors and external factors. Internal factors include investment costs, non -business sector expenses, non -profit service expenditures, hotel hierarchical standards, and hotel service standards. External factors include the location of the restaurant, market competition, national policy and international and domestic situations, and exchange rate changes.
54. What are the pricing methods in the room?
① One thousandths of the thousandths ② Investment profit target pricing method ③ capital preservation pricing method ④ follow the pricing method
55. What are the fire protection facilities in the guest room?
① Smoke sensation alarm ② Automatic water spray ③ Safe escape picture ④ "Do not smoke in bed" Chinese and English logo ⑤ Alarm ⑥ Fire extinguishing equipment ⑦ Safe door and safety stairs
56. What?
la for smoking after smoking or alcohol in the guest room, and the unexplained cigarette butts and matches attract the items in the house. ② The electrical equipment in the rooms causes short -circuit or components to heat up due to poor installation or long use time. ③ The guests baked on the lampshade caused a fire. ④ The guests brought flammable and explosive items into the guest room, causing fires. ⑤ The guests accidentally used electrical appliances, causing fires. ⑥ Live guests in private to increase electrical equipment without limited extent, so that the circuit can operate over load and cause short circuit. ⑦ Due to the fire in the room, there is no necessary fire prevention measures.灭 The waiter poured the unexplained cigarette butt into a garbage bag or inhaled the vacuum cleaner. 。 Smoking in the warehouse.全 The fire safety system is not sound.
57. How to deal with the room with electricity?
Once a fire is found, immediately use the recent alarm device to call the police. Turn off all electrical switches and turn off the ventilation exhaust equipment. Use carbon dioxide fire extinguishers and dry powder fire extinguishers or 1211 fire extinguishers. Open the safety door and safety ladder, and organize the guidance of guests to evacuate. Use a wet towel to cover your mouth and nose through the fire field, close to the wall or move forward. When evacuating, the elevator is prohibited, and the guests are discouraged by the discouraged guests from returning to the fire field to pick up items.
58. How to prevent foreign personnel stealing?
① Remind guests not to tell other guests and strangers at will. ② Remind guests to use the precious items safe provided by the restaurant. ③ The guest who just stayed opened with the check -in form, room card or key to open the house with the front desk. ④ Confidentiality of the residents and not leaked to unrelated personnel at will. ⑤ Receive guests in accordance with the prescribed procedures and procedures. ⑥ For guests who do not return to the room at night, they should record and report superiority. ⑦ Strengthen the control of entrances, floors and other public places. ⑧ For non -residents, foreign staff, and employees who should not enter the floor, they should persuade them to leave.视 Strengthen floor inspection.
59. What should I find that guests are sick?
In found that the guests are sick, you can ask the condition and help the guests ask the shop doctor. Guests are seriously ill, and their units and family members must be notified.
60. What is the psychological essence?
The psychology is the response of the human brain to objective reality. This is the most basic view of scientific psychology.
61. What are the basic psychological requirements of customers in the consumption of guest rooms?
The most concerned about the guests who came to the guest room to stay in "An Home" are the cleanliness of the guest room. This is the most basic and universal psychological state.
62. How to do good room service for different customers?
Hou room service must not only meet the physiological needs of customers 'rest and sleep, but also meet the high -level psychological needs of customers, and provide convenience for customers' business trade, vacation and leisure, scientific and technological activities, information exchanges, and social exchanges. condition. ① Furniture is complete and full of family atmosphere. ② The modern equipment system is perfect, full of pleasure and convenience.
63. How to establish a good service attitude?
The service attitude has important psychological functions for doing a good job of service, which has become the consensus of the tourism industry. Self -respect is the issue of waiters' views on their own service work. As the saying goes well, if you want to get heavy, you must take the lead. Self -respect is an important condition for doing a good job of service. To improve the service behavior, the first is to ask the waiter to have a happy expression and a natural smile from the heart. The second is to require the waiter to stand straight, natural, and rules, and to be stable, coordinated, and spiritual when walking. The third is to require waiters to have good language expression ability. A good environment will cause the waiter to have a pleasant emotion, and a pleasant emotion will make the waiter show a good service attitude.
64. How to improve the effect of speech expression?
① Use the power of action. The relationship between the expression of action and the expression of words is extremely close. Elegant and decent movements will enhance the infection of speech. ② Give play to the role of expressions. Psychological research results show that when people's vision and hearing work at the same time, the information received by the hearing is interacting with the information seen by the vision. Therefore, when using the service speech, the service staff must cooperate with the expression, so that passengers are stimulated at the same time in hearing and vision, excite the brain, resonate, and make the service speech achieve the best results.
65. What are the requirements for the beauty of the waiter's instrument?
The manner's instrument refers to the appearance of the waiter, including appearance, posture, decoration and behavior. ① The body shape and appearance should give passengers a healthy and mental feeling. ② Clothing and dressing should give passengers a comfortable and dignified feeling. ③ The behavior of behavior can give passengers a sense of stability, elegance, kindness, and chic.
66. What are the requirements for the temperament of the waiter?
It in service work, the service staff has special requirements. ① Sensibility and sensitivity should not be too high. ② Patience and emotional excitement cannot be low. ③ Strong plasticity.
67. How to choose room equipment?
① coordination. The room equipment requires a reasonable layout and proper configuration. ② Practical. Choose the device to consider practicality. ③ Adaptability. The room equipment should meet the needs of guests to enjoy, and according to the principles of economic reasonable, choose more advanced and good equipment in similar restaurants. ④ Energy saving. The equipment choice should consider the energy saving effect, that is, choose equipment with high energy utilization and low consumption. ⑤ Safety. The choice of equipment should consider whether it has safe and reliable performance.
68. How to maintain guest room wooden furniture?
In frequent ventilation and gas, wipe it gently with a soft dry cloth. Be careful not to put wet items on wooden furniture, wipe the furniture without rags with water, and prevent the furniture from contacting alkali water. Wooden furniture should avoid the sun exposure. Do not approach the heating tablets when placing it. Do not put the overheated utensils on it. Wipe it with furniture wax to prevent insects.
69. What are the standards for daily necessities in the room?
each room is equipped with a set of daily necessities. Each restaurant shall specify the number of daily necessities and placement of daily necessities at all levels of rooms at all levels.
70. Types of the cloth
① Bed cloth parts: sheets, pillowcases, etc. ② Sanitary clothing: facial towels, big bath towels, small bath towels and floor towels. ③ Table cloth: tablet, napkin, etc. ④ Decorative cloth: curtains, chair cover.
71. The number of cloths
The guest room fabric is generally 3-4 sets, one of which is in the guest room, one is on the working car, and the other is used as a spare room.
72. What is the work quota?
The operating quota has two forms of expression. One is to use time to indicate the time quota, and the other is the quota represented by the workload called the workload quota.
73. The formulation of work (labor) quota
① Actual measurement method ② Experience estimation method ③ Class push comparison method
74. Daily management of cloth must be quantitatively quantitative. ② Establish a receiving system. ③ Establish a system for scrap and reuse. ④ No employees are prohibited from using cloth. ⑤ Establish an inventory system. Establish a spare cloth storage card.
75. The maintenance of the cloth
① minimize the inventory time as much as possible to avoid the quality due to the excessive inventory time. ② The new cloth should be washed and then used, which is conducive to improving the strength of the cloth. ③ After the cloth is washed, it should be put on the shelves for a period of time to heat dissipation and extend the life of the cloth. ④ Do not put the cloth casually to prevent pollution and damage.
76. The storage of the cloth
① has good temperature and humidity and good ventilation conditions. ② Frequent inspections, ventilation and drying, putting desiccant and insecticides. ③ The cloth should be classified into the shelves. ④ The fabric room should not be stored in other items, especially chemicals and foods. ⑤ Use cloth cover for long -term unused cloths to prevent dust and discoloration.
77. How to train new employees?
The training before the new employee is a vital task. It is the best time to cultivate qualified employees. They should let them understand the situation of the hotel and the skills of their jobs. Generally, the following training should be accepted, departmental rules, etiquette politeness, the use of cleaning appliances, guest room cleaning procedures and standards, guest room service procedures, language skills and simple foreign language sessions.
78. How to effectively motivate employees?
Incentives refer to the motivation to stimulate people, make people have general inner motivation, and move towards the psychological activity process of certain target action, or the process of mobilizing the enthusiasm of people. (Concept of employee incentives) ① Spiritual rewards are more important than material rewards. ② Let most people have the chance to win. ③ Fair and reasonable. The standards are public, and the results are public. ④ Encourage competition. But it cannot affect the relationship between employees. ⑤ Various forms, entertaining. ⑥ Pay attention to the size. Too much praise and inappropriate criticism will play the opposite role. ⑦ Try to solve the actual difficulties of employees.
79. What are the main functions of public relations?
① The image of the organization. The main purpose of this communication is to transport a good organizational image to the public, and the main content of the spread is to increase the popularity and reputation of the organization. ② Coordinate the organizational environment. One of the functions of public relations is to create a good social and public opinion environment for organizational development. ③ Participate in organizational decision -making. Organizational development decisions are related to the survival of the organization, and public relations play a role of staff in the process of providing advice in decision -making. ④ Strengthen organizational unity. Public relations are an art of "seeking unity and development internally." ⑤ Improve organizational benefits. On the basis of winning the understanding, trust and support of public relations from all walks of life, public relations work can increase the efficiency of the organization and the overall benefits of society.
80. What are the main types of social sponsorship?
① Sports activity sponsorship ② sponsor of cultural and artistic activities ③ Education sponsorship
81. What are the customs and etiquettes of Hong Kong, Macao and Taiwan?
This people in Hong Kong and Macau are popular among people. In Hong Kong, people are accustomed to saying congratulations to getting rich, and they are unwilling to say "Happy New Year" and "Happy Holidays", because Hong Kong people taboo "happy" and are similar to "fast fall", and people are particularly taboo "fall" in the Chinese New Year. Essence In Hong Kong, there is also the habit of having "8" to "4". Taiwan's folk taboos mainly include "giving a towel to break the roots" and "sparked towels to leave the roots". Avoid fans, avoid scissors, and avoid people with umbrellas. There is a funeral family in Taiwan neither steaming sweet fruits nor dumplings. Do not insert chopsticks in the center of the bowl during eating. Avoid knocking the bowl with chopsticks, avoiding hair, and not washing your hair at night.
82. What are the characteristics of the eight major cuisine?
Lu cuisine: fresh and crispy and tender. Sichuan cuisine: Basic flavor, spicy, spicy, sweet, salty, sour, bitter. Cantonese cuisine: mainly fresh and tender crispy, pay attention to clear but not light, fresh but not vulgar, tender but not born, crispy but not burnt, oil but not greasy. Fujian cuisine: sweet but not greasy, sour but not faded. Su Cai: Fresh and peaceful, pursue the taste. Zhejiang cuisine: fresh and soft, mellow and glutinous, refreshing and not greasy. Hunan cuisine: heavy and sour. Hui cuisine: salty fresh and crispy, slightly spicy and refreshing, rarely seasoning with sugar.
83. What consciousness should be in the quality management of room service
① Strengthen the quality awareness of employees ② Establish a service quality responsibility system ③ implement standardized services ④ establishment of information feedback system

1 thought on “cheap custom jewelry wholesale Seeking the technical assessment materials of the workers and institutions of Weifang Changyi Organization Institutions (guest room waiters), thank you”

Andre
November 16, 2022 at 2:46 pm

zen jewelry wholesale 1. Briefly describe the history of the world hotel
The world hotel development history has gone through four stages: ① Inn period. In 600 AD, a rudimentary inn appeared in Europe. ② Deluxe restaurant. The country with typical representative significance in the middle of the 19th century was France. ③ During the commercial hotel. The commercial restaurant began in the early 20th century and represents the United States on behalf of the country. ④ During the new hotel. Beginning in the middle of the 20th century, with the improvement of living standards and consumption levels, tourism has become increasingly popular, and the main reception objects of hotels have shifted from business tourists to ordinary tourists in sightseeing and vacation.
2. What are the classification methods of restaurants?
la can be divided into tourist hotels, business restaurants, resort restaurants, conference restaurants, long -stay restaurants and motels according to the purpose of the hotel. ② Divided into small restaurants, medium -sized restaurants and large restaurants. According to the number of guest rooms (internationally divided)
3. What are the sources of reception?
① Tourism and tourism ② Business ③ vacation
4. Star grade division and assessment basis
① The building, decoration, equipment, facilities of the hotel ② Service Quality ⑤ Hotel's service items
5. Explain the concept of hotel management
The hotel management agencies and managers under the premise of understanding objective objects, implement decision -making, organization, command, control, coordination and other management functions Maximum reception capabilities to ensure the dual benefits of hotels.
6. What are the basic theories of hotels?
① Traditional management theory ② Scientific management theory ③ Modern management theory ④ behavioral science theory
7. What is the starting point of scientific theory?
This theory of scientific management is based on the purpose of pursuing production efficiency, using scientific methods, and managing in accordance with the laws of production.
8. The basis of briefing the theory of behavioral science n The so -called behavioral science is a science that studies the behavior of people in production and the analysis of the psychological causes of behavior.
9. What is the theory of demand level
The theory believes that people's behavior has a certain motivation, and the motivation has a strong need for a certain thing in the human beings. American psychologist Abraham Maslo summarizes human needs into five categories: ① physiological needs; ② safety needs; ③ emotional and belonging needs; ④ status and respected needs; ⑤ self -realization The need. Maslow believes that people generally pursue the satisfaction of various needs from low to advanced in accordance with this order.
10. Which is the restaurant management function?
① Decision plan function ② Organization function ③ command function ④ control function ⑤ coordination function
11. What issues should be paid attention to during the decision -making process of restaurants
① decision -making is based on blind subjective. ② During the decision -making process, we must fully consider the risk factors in the future. ③ During the decision -making process, we must give full play to collective wisdom.
12. What are the ways to coordinate?
① The overall coordination of the restaurant. Including coordination between departments, the coordination between the middle or lower levels of the department, the coordination of the department and the society, and the coordination between the enterprise and the enterprise. ② The hotel is vertically coordinated. Including the coordination of the internal and lower relationships of the hotel system, the coordination of the upper and lower relationships of the restaurant, the coordination of the restricted agencies related to the society and the society related to society.
13. What quality should hotel managers have?
① Ideological and political quality ② Business quality ③ Psychological quality ④ physical fitness
14. Principles set by organizational institutions
① The unity of command ② institutionalization, coordination of responsibilities, coordination and management level and management amplitude rationalization ④ Principles commensurate with talents ⑤ The performance of communication
15. What are the types of hotel organizations?
ct on the business business of hotels, including general service stations, catering, etc. ② The functional management agencies of the hotel, including the personnel department and the finance department. ③ The administrative agency of the hotel, including party committees, unions, offices, etc.
16. The basic concept of the guest room department
The room department, also known as the house department or housekeeper, is responsible for managing the hotel affairs of the hotel.
17. What position is the room department in the hotel?
la for the room is the basic facilities and main parts of the hotel.
② guest room income is the main source of income of the hotel. ③ The quality of guest rooms is an important sign of the quality of hotel commodities. ④ Management of the guest room department directly affects the operation management of the hotel.
18. What are the main institutions of the guest room?
The manager room, customer service center, floor group, public zone group, laundry room, fabric room
19.
The room department and the front hall department are the most closely linked. The latest room information must be provided between the guest room department and the front hall to accurately rent the guest rooms and increase the rental rate of the guest rooms. The guest room department shall timely clean up the guest rooms that have been checked out of the store and report to the former department for guests who are about to arrive at the hotel that day.
20. According to the location of the rooms, what kind of rooms can be divided into the rooms
① orthopedic rooms: windows are facing parks, sea, lakes or streets. ② Interior room: The windows are facing the guest room in the hotel. ③ Corner room: The guest room located in the corridor. ④ Advanced houses: two rooms are connected to the outdoor, and there are no rooms in the room.
21. How is the standard room layout? What basic equipment is equipped with various functional spaces?
① sleep space. In this space, the main furniture is bed. The bed is equipped with bed sheets, blankets, mattresses, mattresses, pillows, pillowcases, etc., as well as bedside tables, bedside lamps, bedside tables to place items. Paper paper, pencils, etc. provide convenience for guests. ② Wash the space. There are bathtubs, toilets, washbasins, etc. ③ living room. The living room of the standard room is in the front of the window, mainly in the coffee table, chairs, etc. for guests to rest, meet customers, eat, and watch TV. ④ Writing space. The writing space generally includes multi -function cabinet tables, luggage racks and TV cabinets and writing desks. There is a lamp on the writing table. Laundry sheets, laundry bags, etc. are placed in the drawer. You can dress up, the TV on the other side of the countertop, a small refrigerator with a drink. ⑤ Storage space. It is usually arranged next to the aisle with a closet for guests to store clothing, luggage and restaurants to provide hanger and quilt.
22. For example, how to match the color matching in the guest room?
The warm tones such as orange, yellow, red, etc. are matched with the shade room. Cold colors such as blue and green are often used in guest rooms facing west and south.
23. What kind of lighting is suitable for the bedside?
The local lighting
24. What preparations should I do before the room cleaning?
In the preparation phase, first prepare a housing work vehicle and check whether it is intact and flexible. The working vehicle is usually two to three floors. Putting the sheets and pillow bags on the lower layer, and the large towels, bath towels, facial towels, etc. are placed on the upper layer. According to the quota of the items, the items are standardized, the consumption items are neatly placed, and various cleaning supplies are placed in the cleaning. Check whether the vacuum cleaner has wind leakage and leakage, pour the dust bag, replace the dust bag regularly, and then clean it in order.
25. What should the waiter pay attention to when entering the room?
First of all, without hanging a "don't disturb" card or lighting, first knock on the door for three times. At the same time, you should report your own identity. Down. While entering the house, he reports his own identity. If you meet the guests sleep, you should leave softly, or the guest is in the room, and you can start working after obtaining the consent of the guest. Usually clean up the room and then clean up the bathroom. If you clean up the room, you can clean up the bathroom and then clean up the guest room.
26. How to clean up the room of the guests from the store?
First of all, pay attention to whether there are customers lost or lost or damage to the room facilities and items. Then, open the curtains, open the window to breathe, collect cups and pan -cylinder, and wait for washing in the bathroom. Collect the garbage in the room with the trash can, and then replace the cloth towel on the bed with the same number of cloth towels to organize the bed.

27. How to organize the evening room?
The evening rooms must be done. Make a night -bed room organizing and bathroom collation. Generally, it starts after 6 pm. Before entering the guest room, knock on the door or the doorbell in accordance with regulations, and notify your identity.
28. The characteristics of cleanliness and hygiene in public areas?
① The passenger flow is large, the requirements are high, and the impact on the reputation of the hotel is great. ② wide range and trivial work. ③ Poor working conditions, being contempt, professional and technical.
29. What is planned hygiene?
The guest room plan hygiene is based on the daily hygiene cleaning, formulated a periodic cleaning plan, adopt a regular cycle, and completely clean up and clean the dead ends of cleaning and hygiene or the parts and furniture equipment that are easy to ignore. Maintain maintenance to further ensure the quality of cleaning and maintenance of the guest rooms, and maintain a good state of room facilities and equipment.

30. What special precautions are available in the room finishing
In after entering the room, put the working car horizontally at the door, and always open the door of the room. Note whether there are customers who are lost and the loss or damage of room facilities and items. Then, open the curtains, open the window to breathe, collect the cups and pan -cylinder, and place it in the bathroom for washing. Collect the garbage in the room with the trash can, and then replace the cloth towel on the bed with the same number of cloth towels to organize the bed.
31.
① The lobby ② restaurant, bar and multi -function hall ③ toilet ④ elevator and escalators ⑤ bronze, steel ⑥ lighting
32. What are the requirements for cleaning and hygiene in the public health zone?
① All public health areas are kept tidy. The ceiling, walls, and glass are not dusty, cobweb, marks in the 3m vision of the guests. ② The passage, the aisles, and the entrance hall are clean and tidy. ③ Proper positions in public areas include decorative paintings, potted plants, and bonsai. The position is properly placed, beautiful and comfortable. ④ All public places have good ventilation, fresh air, and public toilets are clean and without odor.
33. What is the principle of cleaning the room?
This to remove various dirty traces so that the cleaning object meets the standards required by the hotel.

34. Briefly describe the content of the "May 4th System" of the hotel's hygiene
① four non -system. Buyers do not buy rotten and deteriorated raw materials, custodians and accepters do not collect rotten and deteriorated raw materials, processors do not use rotten and deteriorated raw materials, and salespersons do not sell rotten and deteriorated raw materials. ②The isolation system. Slutherapy isolation, isolation of finished products from semi -finished products, isolation of food from debris, and isolate food from natural ice. ③ Four Customs System. One washing, two brushes, three ponds, four disinfection. ④ Four fixes. Person, fixed objects, set time, fixed quality. ⑤ Four diligence. Wash your hands and cut your nails; take a bath, haircut; wash clothes, bedding; change your work clothes.
35. Disinfection methods commonly used in hotel appliances
① High -temperature disinfection method ② Soaking disinfection method ③ Electricity disinfection method ④ UV disinfection method ⑤ Carbonate disinfection
36. ② Check rooms in the room leader of the rooms ③ The supervisor of the room floor of the rooms ④ the manager of the room department check the house

37. The concept of briefly describe the laundry room
A working department of washing and ironing.
38. How to coordinate the relationship between the laundry and various departments
① The relationship between the laundry room and the catering department and the guest room department. Send the washed cloth to the floor every day, and the catering department has a special person to go to the laundry room or the grass house to collect it to send it to clean or dirty grass. ② The relationship between the laundry room and the confession department. The laundry room provides the purchase list of items, which must be marked with quantity, price, quality, and supply time. After the laundry room is accepted and accepted, it can be included in the warehouse to ensure quality and specifications. ③ The relationship between the washing room and the engineering department. Washing room equipment energy supply system, engineering department and laundry room jointly formulate maintenance plans to check and maintain regular inspections.
39. What is the job responsibilities of the laundry manager?
The washing room manager is responsible for the management of laundry rooms, and is responsible for the ironing management of all the grassweed and employee system of the restaurant. ① Responsible for formulating washing plans, operating procedures and working systems. ② Responsible for employee work arrangements and manpower scheduling. ③ Control the cost of laundry and other expenses. ④ Do a good job of maintenance and maintenance of the equipment, and urge engineers to repair and replace the replacement of damaged equipment components in a timely manner. ⑤ Responsible for handling errors and damage compensation. ⑥ Buy laundry raw materials to ensure reasonable reserves. ⑦ Supervisory and inspect the work and quality of subordinate employees. ⑧ Responsible for employee business technology training in the department.
40. What are the requirements for the washing of customer clothes and systems
la to meet the time requirements of guests for washing. ② Meet guests' requirements for washing quality. ③ Avoid the damage and loss of customer clothes caused by washing. ④ Avoid uniform mixing. ⑤ Special requests made by the guests try to meet as much as possible. ⑥ Correct the wrong washing requirements of the guests.
41. What are the detergents commonly used in washing rooms?
① The main washing agent of cotton fabrics-PH-10 ② metatalide-PH-13 ~ 14 ③ acid powder-generally citric acid and acetic acid ④ oxygen drifting agent-hydrogen hydrogen hydrogen bleach ⑤ chlorine drift agent ——It two types of sodium chloride and sodium borate ⑥ powder -can be replaced by raw powder, which are mainly used for desktop and napkins. ⑦ Soft agent -It has a good effect on restoring and maintaining the washed towel fabric.乙 dry cleaner -tetonethylene.
42. The maintenance of the washing room equipment
① does not allow the washing machine to operate under overload, and the machine overloading is the most fatal damage. ② Each machine has a special person responsible for use and maintenance to enhance the sense of responsibility. ③ Check it first before turning on, and never let the machine run with illness. ④ regularly repair the machine to prevent problems before they occur.
43. Please compare the characteristics of various room service models
① Set up a service table on the floor, and then set up a workshop to be equipped with a full -time waiter. This model is the most basic, most traditional, and most common model for hotel room services in my country. This service model provides face -to -face services, which can timely discover the needs of guests in time, which is conducive to displaying the enthusiastic services of guest room employees, making guests feel kind. At the same time, the duty of the floor on duty at 18 or 24 hours can find suspicious signs in time, which is conducive to the safety of the guest rooms. However, the floor service desk is three shifts a day. It costs manpower, high cost, difficult to control service quality, and poor service quality of individual waiters will damage the image of the hotel. ② The rooms do not have service desks and platforms, and work rooms are set up according to the number of rooms on each floor. This mode adopts back -to -back service, which can be manpower and reduce the operating costs of guest rooms. The expensive labor abroad is the main reason why the hotel adopts this model. At the same time, you can disturb the guests and keep the room area quiet. However, the waiter could not face face -to -face service, reducing emotional exchanges. The waiter did not actively discover the needs of the guests and provides the service in a timely manner to move the guests' inconvenience. Because there is no waiter on duty on the floor, it is not safe enough, so it has higher requirements for the safety system of the hotel.
44. How to provide the floor service
The guests arrive at the floor and send them to the guest room. Because the guests are tired, work should be enthusiastic and fast. ① Castle mouth welcome guests ② lead the entry of the house ③ pour water in the water ④ Introduce the room equipment, and introduce the key introduction that can make it easy for guests to use improper problems.
45. What are the issues of receiving visitor?
The reception of the waiter on the floor of the floor should be as warm and polite as the residents, and the guests will lead the guests to the room. When guests are not in the room, they should wait for visitors to wait in the public area and not wait in the guest rooms.
46. If you provide laundry services, you should pay attention to?
The number of types and pieces of the customer's clothing, check whether there are things in the bag, whether they are deducted, severe stains and fading, and whether it is damaged. The washing method should be filled in or recognized by the guests. Wash the clothes to be returned to the guest room in time, and the guests cannot hang the clothes directly into the wardrobe.
47. What are the standards for measuring the quality of room service?
① Benbuchi ② comfort ③ security ④ attraction
48. How do hotel employees look at the guest's complaint?
① Complaints are the barometer of the quality of the hotel, and it is the driving force for improving the quality of service management. ② The guests directly complained to the hotel and provided the hotel with the opportunity to return their own reputation. ③ A welcome attitude towards the complaint.
49. What are the general procedures for handling guest complaints?
① Keep calmness, listen carefully and patiently, listen to the contents of the guest complaint ② Express sympathy ③ Fully care ④ Do not transfer the target, shirk responsibility ⑤ Record points ⑥ Tell the guests to take the measures to take the measures to take action to solve the problem to solve the problem to solve the problem ⑧ Check the implementation and record the archive.
50. What are the room booking?
The restaurant room booking has a variety of methods such as telephone, telegraph, telecommunications, letter, letter, verbal, signing contracts, and reservation through booking systems.
51. How to sell the room correctly?
① Highlight the value of the room and make the guests feel worthwhile. ② Provide the price range of rooms that can be selected, and provide guests with different nature and types of rooms. ③ Use more positive introductions, use less "only", "regret" and other words. ④ Make more suggestions to achieve guest interests first.
52. What are the room sales strategies?
① Discount Price Strategy ② Difference strategy ③ Psychological pricing strategy
53. What kind of factors should be considered in the price of rooms?
The internal factors and external factors. Internal factors include investment costs, non -business sector expenses, non -profit service expenditures, hotel hierarchical standards, and hotel service standards. External factors include the location of the restaurant, market competition, national policy and international and domestic situations, and exchange rate changes.
54. What are the pricing methods in the room?
① One thousandths of the thousandths ② Investment profit target pricing method ③ capital preservation pricing method ④ follow the pricing method
55. What are the fire protection facilities in the guest room?
① Smoke sensation alarm ② Automatic water spray ③ Safe escape picture ④ "Do not smoke in bed" Chinese and English logo ⑤ Alarm ⑥ Fire extinguishing equipment ⑦ Safe door and safety stairs
56. What?
la for smoking after smoking or alcohol in the guest room, and the unexplained cigarette butts and matches attract the items in the house. ② The electrical equipment in the rooms causes short -circuit or components to heat up due to poor installation or long use time. ③ The guests baked on the lampshade caused a fire. ④ The guests brought flammable and explosive items into the guest room, causing fires. ⑤ The guests accidentally used electrical appliances, causing fires. ⑥ Live guests in private to increase electrical equipment without limited extent, so that the circuit can operate over load and cause short circuit. ⑦ Due to the fire in the room, there is no necessary fire prevention measures.灭 The waiter poured the unexplained cigarette butt into a garbage bag or inhaled the vacuum cleaner. 。 Smoking in the warehouse.全 The fire safety system is not sound.
57. How to deal with the room with electricity?
Once a fire is found, immediately use the recent alarm device to call the police. Turn off all electrical switches and turn off the ventilation exhaust equipment. Use carbon dioxide fire extinguishers and dry powder fire extinguishers or 1211 fire extinguishers. Open the safety door and safety ladder, and organize the guidance of guests to evacuate. Use a wet towel to cover your mouth and nose through the fire field, close to the wall or move forward. When evacuating, the elevator is prohibited, and the guests are discouraged by the discouraged guests from returning to the fire field to pick up items.
58. How to prevent foreign personnel stealing?
① Remind guests not to tell other guests and strangers at will. ② Remind guests to use the precious items safe provided by the restaurant. ③ The guest who just stayed opened with the check -in form, room card or key to open the house with the front desk. ④ Confidentiality of the residents and not leaked to unrelated personnel at will. ⑤ Receive guests in accordance with the prescribed procedures and procedures. ⑥ For guests who do not return to the room at night, they should record and report superiority. ⑦ Strengthen the control of entrances, floors and other public places. ⑧ For non -residents, foreign staff, and employees who should not enter the floor, they should persuade them to leave.视 Strengthen floor inspection.
59. What should I find that guests are sick?
In found that the guests are sick, you can ask the condition and help the guests ask the shop doctor. Guests are seriously ill, and their units and family members must be notified.
60. What is the psychological essence?
The psychology is the response of the human brain to objective reality. This is the most basic view of scientific psychology.
61. What are the basic psychological requirements of customers in the consumption of guest rooms?
The most concerned about the guests who came to the guest room to stay in "An Home" are the cleanliness of the guest room. This is the most basic and universal psychological state.
62. How to do good room service for different customers?
Hou room service must not only meet the physiological needs of customers 'rest and sleep, but also meet the high -level psychological needs of customers, and provide convenience for customers' business trade, vacation and leisure, scientific and technological activities, information exchanges, and social exchanges. condition. ① Furniture is complete and full of family atmosphere. ② The modern equipment system is perfect, full of pleasure and convenience.
63. How to establish a good service attitude?
The service attitude has important psychological functions for doing a good job of service, which has become the consensus of the tourism industry. Self -respect is the issue of waiters' views on their own service work. As the saying goes well, if you want to get heavy, you must take the lead. Self -respect is an important condition for doing a good job of service. To improve the service behavior, the first is to ask the waiter to have a happy expression and a natural smile from the heart. The second is to require the waiter to stand straight, natural, and rules, and to be stable, coordinated, and spiritual when walking. The third is to require waiters to have good language expression ability. A good environment will cause the waiter to have a pleasant emotion, and a pleasant emotion will make the waiter show a good service attitude.
64. How to improve the effect of speech expression?
① Use the power of action. The relationship between the expression of action and the expression of words is extremely close. Elegant and decent movements will enhance the infection of speech. ② Give play to the role of expressions. Psychological research results show that when people's vision and hearing work at the same time, the information received by the hearing is interacting with the information seen by the vision. Therefore, when using the service speech, the service staff must cooperate with the expression, so that passengers are stimulated at the same time in hearing and vision, excite the brain, resonate, and make the service speech achieve the best results.
65. What are the requirements for the beauty of the waiter's instrument?
The manner's instrument refers to the appearance of the waiter, including appearance, posture, decoration and behavior. ① The body shape and appearance should give passengers a healthy and mental feeling. ② Clothing and dressing should give passengers a comfortable and dignified feeling. ③ The behavior of behavior can give passengers a sense of stability, elegance, kindness, and chic.
66. What are the requirements for the temperament of the waiter?
It in service work, the service staff has special requirements. ① Sensibility and sensitivity should not be too high. ② Patience and emotional excitement cannot be low. ③ Strong plasticity.
67. How to choose room equipment?
① coordination. The room equipment requires a reasonable layout and proper configuration. ② Practical. Choose the device to consider practicality. ③ Adaptability. The room equipment should meet the needs of guests to enjoy, and according to the principles of economic reasonable, choose more advanced and good equipment in similar restaurants. ④ Energy saving. The equipment choice should consider the energy saving effect, that is, choose equipment with high energy utilization and low consumption. ⑤ Safety. The choice of equipment should consider whether it has safe and reliable performance.
68. How to maintain guest room wooden furniture?
In frequent ventilation and gas, wipe it gently with a soft dry cloth. Be careful not to put wet items on wooden furniture, wipe the furniture without rags with water, and prevent the furniture from contacting alkali water. Wooden furniture should avoid the sun exposure. Do not approach the heating tablets when placing it. Do not put the overheated utensils on it. Wipe it with furniture wax to prevent insects.
69. What are the standards for daily necessities in the room?
each room is equipped with a set of daily necessities. Each restaurant shall specify the number of daily necessities and placement of daily necessities at all levels of rooms at all levels.
70. Types of the cloth
① Bed cloth parts: sheets, pillowcases, etc. ② Sanitary clothing: facial towels, big bath towels, small bath towels and floor towels. ③ Table cloth: tablet, napkin, etc. ④ Decorative cloth: curtains, chair cover.
71. The number of cloths
The guest room fabric is generally 3-4 sets, one of which is in the guest room, one is on the working car, and the other is used as a spare room.
72. What is the work quota?
The operating quota has two forms of expression. One is to use time to indicate the time quota, and the other is the quota represented by the workload called the workload quota.
73. The formulation of work (labor) quota
① Actual measurement method ② Experience estimation method ③ Class push comparison method
74. Daily management of cloth must be quantitatively quantitative. ② Establish a receiving system. ③ Establish a system for scrap and reuse. ④ No employees are prohibited from using cloth. ⑤ Establish an inventory system. Establish a spare cloth storage card.
75. The maintenance of the cloth
① minimize the inventory time as much as possible to avoid the quality due to the excessive inventory time. ② The new cloth should be washed and then used, which is conducive to improving the strength of the cloth. ③ After the cloth is washed, it should be put on the shelves for a period of time to heat dissipation and extend the life of the cloth. ④ Do not put the cloth casually to prevent pollution and damage.
76. The storage of the cloth
① has good temperature and humidity and good ventilation conditions. ② Frequent inspections, ventilation and drying, putting desiccant and insecticides. ③ The cloth should be classified into the shelves. ④ The fabric room should not be stored in other items, especially chemicals and foods. ⑤ Use cloth cover for long -term unused cloths to prevent dust and discoloration.
77. How to train new employees?
The training before the new employee is a vital task. It is the best time to cultivate qualified employees. They should let them understand the situation of the hotel and the skills of their jobs. Generally, the following training should be accepted, departmental rules, etiquette politeness, the use of cleaning appliances, guest room cleaning procedures and standards, guest room service procedures, language skills and simple foreign language sessions.
78. How to effectively motivate employees?
Incentives refer to the motivation to stimulate people, make people have general inner motivation, and move towards the psychological activity process of certain target action, or the process of mobilizing the enthusiasm of people. (Concept of employee incentives) ① Spiritual rewards are more important than material rewards. ② Let most people have the chance to win. ③ Fair and reasonable. The standards are public, and the results are public. ④ Encourage competition. But it cannot affect the relationship between employees. ⑤ Various forms, entertaining. ⑥ Pay attention to the size. Too much praise and inappropriate criticism will play the opposite role. ⑦ Try to solve the actual difficulties of employees.
79. What are the main functions of public relations?
① The image of the organization. The main purpose of this communication is to transport a good organizational image to the public, and the main content of the spread is to increase the popularity and reputation of the organization. ② Coordinate the organizational environment. One of the functions of public relations is to create a good social and public opinion environment for organizational development. ③ Participate in organizational decision -making. Organizational development decisions are related to the survival of the organization, and public relations play a role of staff in the process of providing advice in decision -making. ④ Strengthen organizational unity. Public relations are an art of "seeking unity and development internally." ⑤ Improve organizational benefits. On the basis of winning the understanding, trust and support of public relations from all walks of life, public relations work can increase the efficiency of the organization and the overall benefits of society.
80. What are the main types of social sponsorship?
① Sports activity sponsorship ② sponsor of cultural and artistic activities ③ Education sponsorship
81. What are the customs and etiquettes of Hong Kong, Macao and Taiwan?
This people in Hong Kong and Macau are popular among people. In Hong Kong, people are accustomed to saying congratulations to getting rich, and they are unwilling to say "Happy New Year" and "Happy Holidays", because Hong Kong people taboo "happy" and are similar to "fast fall", and people are particularly taboo "fall" in the Chinese New Year. Essence In Hong Kong, there is also the habit of having "8" to "4". Taiwan's folk taboos mainly include "giving a towel to break the roots" and "sparked towels to leave the roots". Avoid fans, avoid scissors, and avoid people with umbrellas. There is a funeral family in Taiwan neither steaming sweet fruits nor dumplings. Do not insert chopsticks in the center of the bowl during eating. Avoid knocking the bowl with chopsticks, avoiding hair, and not washing your hair at night.
82. What are the characteristics of the eight major cuisine?
Lu cuisine: fresh and crispy and tender. Sichuan cuisine: Basic flavor, spicy, spicy, sweet, salty, sour, bitter. Cantonese cuisine: mainly fresh and tender crispy, pay attention to clear but not light, fresh but not vulgar, tender but not born, crispy but not burnt, oil but not greasy. Fujian cuisine: sweet but not greasy, sour but not faded. Su Cai: Fresh and peaceful, pursue the taste. Zhejiang cuisine: fresh and soft, mellow and glutinous, refreshing and not greasy. Hunan cuisine: heavy and sour. Hui cuisine: salty fresh and crispy, slightly spicy and refreshing, rarely seasoning with sugar.
83. What consciousness should be in the quality management of room service
① Strengthen the quality awareness of employees ② Establish a service quality responsibility system ③ implement standardized services ④ establishment of information feedback system

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