plaints, plaints

B.Stay quiet and listen

C.Avoid difficult clients

D.Resolve ahead of time

答案: Avoid difficult clients

5、Which should be the first step of check-out service:

A.Printing the bill for the guest.

B.Asking if the guest has recently signed any nee in?

答案: Housekeeping. May I e in?

4、Which is NOT included in the personal laundry service for the guests:

es the first in the procedure of offering Chinese style F&B service:

A.Presenting the Chinese menu and beverage list.

B.Shomending Chinese liquors and Chinese style dishes.

D.Confirming the details of the orders.

答案:B

第四章

1、Which of the following is NOT an indoor facility:

A.fitness center

B.beauty salons

C.ATVs

D.billiards

答案:C

2、Which one is NOT likely to be involved in normal hotels:

A.Health spas & fitness centers

B.Beauty salons & wellness treatment centers

C.Convalescent home

D.Children’s playrooms and assorted facilities

mon machines in a business center EXCEPT:

A.photocopier

B.printer

C.fax machine

D.drying machine

答案:D

2、Who is the most important role in convention service?

A.A convention manager

B.A subordinate manager

C.A kitchen manager

D.A keynoter

答案:A

3、Which is inappropriate for a professional convention staff to do?

A.Keep a neat, e guests

答案:B

4、Who are supposed to assist the guests to finish the Deposit Form or Valuables Deposit Form?

A.The staff in the business center

B.The clerks in the front desk

C.The clerks in the left-luggage office

D.The staff in the lost and found department

答案:C

5、The main service offered by exhibition center usually includes:

A.Book an exhibition

B.Discuss something about the exhibition

C.Serve during the exhibition

D.All of the above

答案:D

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