ZZ022 酒店服务赛项赛题-2023年全国职业院校技能大赛赛项赛题.docx

2023全国职业院校技能大赛中职酒店服务赛项专业理论赛卷餐饮服务部分一、简答题1.请列*中国菜的特点。2 .简述中餐午晚餐点菜单填写的步骤。3 .简述宴会“八知”、三了解”的内容。4 .简述接受点菜的要点。5 .简述英式早餐的内容。6 .营业结束后清理酒吧的主要内容。7 .自助餐厅餐前准备，服务员的具体工作有哪些？8 .承接宴会预订业务的程序是什么？9 .客房送餐食品服务的内容有哪些？10 .餐饮部是饭店组织机构中的重要组成部分，其职能有哪些？11 .酒吧酒具和杯具的清洗和消毒，应注意哪些问题？12 .请简述西餐菜品与酒水的搭配。13 .饭店员工言行举止应达到的基本要求有哪些？14 .简述鸡尾酒的基本结构。15 .简述红葡萄酒的服务流程。16 .请简述上菜规范摆放的具体要求。17 .列举青茶（乌龙茶）的主要特征。18 .请简述菜单定价必须遵循的基本原则。19 .标准菜谱的设计内容是什么？20 .简述法式菜的特点。21 .请简述餐饮管理的主要任务。22 .简述中国“八大菜系”的菜肴特色。23 .列举中国白酒按主要香型分类，代表性的名品及特点。24 .饭店组织机构设计应遵循哪些原则？25 .标准菜谱在餐饮生产管理中的作用有哪些？26 .简述西餐撤换餐用具的时机？27 .中餐厅服务中传菜服务有何要求？28 .西餐正餐的上菜顺序是什么？29 .如何服务西餐菜肴？30 .简述接待信奉宗教客人的注意事项。二、应变题1.如何接听客人的订餐电话？2 .客人来就餐但餐厅已经客满怎么办？3 .就餐客人中有儿童，服务时应注意哪些事项？4 .客人预订了宴会，但过了预订抵达时间还未到，宴会厅管理人员应如何处理?5 .用餐的客人急于赶时间，应如何提供餐饮服务？6 .服务员应如何为客人推荐酒水？7 .若客人点的是需要冰镇的酒水（如白葡萄酒、香槟酒）怎么办？8 .客人在用餐过程中感到不适时，服务员应如何处理？9 .客人因等菜时间太长要求取消食物，服务员应如何处理？10 .如何为行动不便的宾客提供就餐服务？IL客人在用餐过程中要求改菜，服务员应该怎么办？12 .发现未付账的客人离开餐厅时，服务人员该怎么办？13 .当客人反映菜肴不熟时，服务员应该怎么办？14 .当服务员不慎将菜肴汤汁溢出时，服务员的正确做法是什么？15 .营业时间内，某种食物售罄，怎么办？16 .客人认为他所点的菜“不是这样的菜”时，怎么办？17 .当客人起身敬酒时，不慎将邻座的酒杯碰翻，服务员应做哪些工作？18 .客人反映账单不准确时，服务员正确的做法是什么？19 .宴会中遇到醉酒客人时应怎么办？20 .在餐厅发生火灾时该怎么办？21 .大型宴会的主办单位负责人要求控制饮品时，怎么办？22 .由于疏忽而上错菜，如何处理？23 .宾客请服务员代为点菜时，怎么办？24 .如果在服务过程当中，客人给你小费，怎么处理？25 .餐厅突然停电应该如何处理？26 .宾客请服务员介绍菜品时怎么办？27 .为客人斟倒酒水时，服务员不小心碰翻了客人的酒杯，怎么办？28 .负责主桌的服务员在主宾或主人离席讲话时怎么办？29 .客人提出食物变质时应该怎么办？前厅、客房服务部分一、简答题1 .简述客房设备用品配置的基本要求。2 .客衣洗涤时应遵守哪些规定？3 .为客人寄存行李的流程。4 .遗留物品处理的简要程序是什么？5 .客房早班楼层服务员的岗位职责有哪些？6 .住店客人送洗衣服的途径有哪些？7 .简述空房的清扫要求。8 .客房清扫的规定有哪些？9 .客房清扫保养的准备工作有哪些？10 .客房清扫整理顺序是什么？11 .简述散客入住接待程序。12 .简述控制客房状态的方法和技巧。13 .客史档案有哪三个方面的基本内容？14 .饭店节能减排应遵循的“4R”原则是什么？15 .对于酒店来说，客人投诉可以起到哪些作用？16 .饭店综合服务素养主要体现在哪几个方面？17 .客房的发展趋势是什么？18 .什么是客房小整服务？19 .客房清扫的基本方法有哪些？20 .简述客房MINI吧服务的要点。21 .前厅部员工的职业素养要求有哪些？22 .地毯的清洁保养有哪些方式?23 .简述客房部(部分饭店洗衣房隶属于客房部的情况下)原始记录的主要内容。24 .领班查房的作用是什么？25 .饭店智能化系统管理中客房常用的电子表格与报表有哪些？26 .在管理和使用清洁剂的过程中，需要注意哪些问题？27 .饭店设计客房组织机构应考虑的因素有哪些？28 .旅游饭店星级的划分与评定(GB/T143082010)中对饭店客房印刷品的要求有哪些？29 .简述前台排房顺序。30 .简述在满房预订的情况下客人要求续住的处理。二、应变题1.当发现客人不会使用客房的设备时，怎么办？2一位住店客人在房间摔跤受伤，服务员应如何处理？3 .客人入住房间后又要求调房时，前厅怎么处理？4 .客人反映在客房失窃时，服务员该如何处理？5 .发生火灾时，应如何处理？6 .在楼面发现可疑人，服务员应如何处理？7 .清扫房间时，如果发现房内有大量现金，怎么处理？8 .服务员清扫客房时，客人在房间，应如何处理？9 .清扫客房时，房门上挂有“请勿打扰”牌，应如何处理？10 .当你在岗位上工作时，如有客人缠着你聊天，你应如何处理？11 .客人外出回房时，发现房间未整理而投诉，应如何处理?12 .如何做好托婴服务？13 .客人要求代买药品时，应如何处理？14 .服务员发现宾客在饭店内意外受伤，应如何处理？15 .客房部服务员发现客人患突发性疾病，应如何处理？16 .遇到客人投诉，应如何处理？17 .服务员在清洁或服务过程中发现有违禁品，应如何处理？18 .发现客人休克或有其他危险情况时，怎么处理？19 .预订客人抵达饭店后，无房间可安排入住，该如何处理？20 .发现客人损坏饭店财物时，应如何处理？21 .服务员在整理房间时，房间内的电话响起怎么办？22 .叫醒服务时，电话没人接怎么办？23 .收集洗衣时，发现客人没有填写洗衣单怎么办？24 .发现客人在房间内打架或争吵怎么办？25 .饭店突然停电或楼层突然停电怎么办？26 .在楼层上发现客人酗酒怎么办？27 .有访客到前台接待处，希望帮助查询某住客房号时，怎么办?28 .当发现洗坏了客人的衣服时怎么办？29 .深夜,客人来电说隔壁客人很吵,无法入睡,应如何处理？2023全国职业院校技能大赛中职酒店服务赛项专业英语问答赛卷一、餐饮服务部分情景应答及答题要点：1. Q:Asktheguestsiftheyhaveareservationwithyourrestaurant.2. Q:Howdoyoucheckupontheguest,snameofthereservation?3. Q:Theguestsneedatablefor4,andtheywouldliketodinesomewherequiet.4. Q:Canyouexplainthetermsofbreakfastbothforadultsandchildreninthehotel?5. Q:Ifyouwanttoconfirmthereservationofthedinner,whatwillyousay?6. Q:Informtheguestthattherestaurantisfullybookedat6pm,andsuggesthimtobookatableat7:30pm.7. Q:Whatwouldyoudowhentheguestcomplainsthattherestaurantistoonoisy?8. Q:Asktheguests,preferenceforfood,Chinese,Western,JapaneseorKorean.9. Q:Howdoyouoffertotakeorderfortheguestsintheevening?10. Q:Howdoyouasktheguesttocheckhisbill?11. Q:Visitthetabletocheckifyourserviceissatisfactory.Informtheguestthelastcoursewillbedessert.12. Q:Asktheguesthispreferenceforjuice.13. Q:Asktheguest,schoiceofwine.14. Q:Whatwillyousaywhenservingthegueststheirdessert?15. Q:Asktheguesthowhewouldlikehissteakprepared.16. Q:WhatisthedutyofaFoodandBeverageManager?17. Q:TellthegueststhegeneralsequenceofaChinesedinner.18. Q:Whatdoyourecommendiftheguestordersafreshwhitewaterfish?19. Q:Howdoyouaskabouttheguest,spreferenceforbuffetoralacarteservice?20. Q:Howdoyouaskabouttheguest,spreferenceforsalad?21. Q:Howdoyourespondtoaguest,scomplimentstoyourservice?22. Q:Howdoyouasktheguestwhereheorshewouldliketosit?23. Q:Asktheguestwhatvegetablehe,dliketohavewithhischicken.24. Q:Whatdoyousayinseeingofftheguests?25. Q:TelltheguestwhatexactlyisthedishOf“SpaghettiwithLamb”.26. Q:Asahostess,what,sthefirstthingyouneedtofindoutwhentheguestarrives?27. Q:WhatwillabartendertelltheguestsaboutMargarita?28. Q:Whatwouldyousayiftheguestwantstoknowthebusinesshoursofyourrestaurant?29. Q:Whatinformationdoyougivewhenintroducingyourrestauranttotheguest?30. Q:Whatwouldyousaywhenyouarerecommendingsomethingtotheguest?31. Q:Afteryouhavefinishedtakingorderfortheguests,whatwouldyousay?32. Q:IftheguestaskswhatkindofdrinksyouhaveintheChineserestaurant,whatwouldyourecommendtohim?33. Q:Whatwouldyousaytotheguestwhenyouarerecommendingyourhousespecialty?34. Q:Afterorderingseafoodforthestarter,steakforthemaincourseinwesternrestaurant,howdoyourecommendtablewinefortheguests?35. Q:Iftheguesttellsyouthathiswifeisavegetarian,whatwouldyousay?36. Q:Ifaguestwonderswhetherhecouldsmokeatthebar,whatwillyouprobablysay?37. Q:Whatwouldyouaskwhentheguestorderswhisky?38. Q:Howwouldyourespondifaguestcomplainedthatthefoodistooslow?39. Q:Whatwillyoudowhentheguesttellsyouthatthere,samiscalculationinthebill?40. Q:Whatwouldyouaskiftheguestwantstosettlehisbill?41. Q:Howdoyoumakesureofthenumberofpeopleinthedinnerparty?42. Q:Howdoyouasktheguestswhoispayingforthedinner?43. Q:Howdoyouaskthegueststotaketheirseats?44. Q:Whatdoyouasktoseeiftheguestwouldliketohaveanaperitifbeforeordering?45. Q:Iftheguestcomplainsthatthesoupiscold,whatshouldyoudo?46. Q:Whatquestionwouldyouaskfurtherwhentheguestorderscoffee?47. Q:Whatwouldyoudoiftheguestcallsforroomservice(breakfast)?48. Q:What,sthestandardofexcellenceforrestaurantserviceinadeluxehotel?49. Q:Telltheguestsaboutthechoicestheyhaveformaincourse.50. Q：Asktheguesthispreferenceforfriedeggs.二、前厅、客房服务部分情景应答及答题要点：1 .Q:Whentheguestwantstobookastandardroominyourhotel,butyoudon,tknowwhetheryouhavearoomornot,whatshouldyousayasareservationassistant?2 .Q:Youcometomakeuproomforaguest,buthetellsyouthatheprefersitlaterbecauseheisbusydoingsomepaperwork,whatwillyousay?3 .Q:Whatwillyoudoiftheguestsaysthatshewantstouseherhairdryer,butit,sIlOvolts?4 .Q:Whatshouldyousaywhenyougivetheregistrationformtotheguestasareceptionist?5 .Q:Iftheguestcomestoyouandsayshecan,topenthedoorwiththekeytohisroom,whatwillyoudo?6 .Q:TrytointroducethedifferenttypesandstylesofroomsinthehoteltoMr.Bellowswhoismakingareservationoverthephone.7 .Q:Aguesttellsyouthatheisattendinganimportantconference,andwantstohavehissuitdry-cleanedassoonaspossible.Whatwillyoudotohelp?8 .Q:What,stheinformationyougivewhenyou,reintroducingaguestroomtotheguest?9 .Q:Whenaguestwantstoknowhowlongittakestogettotheairport.Whatshouldyousay?10 .Q:Iftheguestsayshewouldliketosleeplatethenextmorning,whatwillyousuggest?11 .Q:Aguestwondersiftheoutdoorswimmingpoolofthehotelisarightplacetocooloffandrelax.12 .Q:Iftheguestasksyoutolookafterthebabyforher,whatwillyousay?13 .Q:Whatwilltheattendantsaytohelpifaguestaskstohaveastainonhisclothesremoved?14 .Q:WhatwillyousayiftheguestcomplainsthebeefsteaksentbyRoomServiceisrare,whileheaskedforwell-done?15 .Q:Whatwillyousayifthereisnoroomavailablefortheguestwhoiscallingtomakeareservation?16 .Q:Howdoyourespondtoanunexpectedrequestfromtheguest?17 .QrWhatwillyousaytohelpwhentheguestsaysthelinetosomewhereisalwaysbusy?18 .Q:TelltheguesthowtoaskforRoomServicebytelephone.19 .Q:Howtorespondtoaguestsrequestforalatecheck-out.20 .Q:ExplaintotheguesttheuseoftheHotelServiceDirectory.21 .Q：Whatisnotincludedintheroomcharge?22 .Q:TelltheguestsaboutthevoltagedifferencebetweentheUSAandChina;remindhimthatthesocketsinthebathroomareforIlOvoltsand220voltsrespectively.23 .Q:Theguestwouldprefertheturndownserviceforhimafter9:00pmwhenyou,llbeoffduty.Howdoyourespond?24 .Q:Explaintotheguesthowtousethedoorknobmenutoorderandhavehisbreakfastintheroom.25 .Q:TheguestordersRoomService,andnowyouaredeliveringhisbreakfasttotheroom.Whatdoyousayafterknockingonthedoor?26 .Q:Phonetheguestandtellhimthatyou,vefoundthecellphonehelosttheotherday.27 .Q:Apologizetotheguestforthedelayofhisbaggagedelivery.28 .Q:AvisitorcomestomeetMr.SmithinRoom2501,butheisnotintheroomnow,whatdoyousaytothevisitor?29 .Q:Howdoyourespondifaguestcomplainsthatoneofthepillowsinhisroomsmellsfunny?30 .Q:Howdoyoucheckwiththeguestwhensendinguphisluggage?31 .Q:Howdoyouasktheguesttomakesureifthereissomethingidenticalattachedtohisluggage?32 .Q:Howdoyourespondwhentheguestrequireswake-upservice?33 .Q:Telltheguestwheretoleavehislaundry.34 .Q:Tellthegueststocontactyouwhentheyhaverequests.35 .Q:You,resendingbackthelaundrytoMr.Dave.Tellhimabuttononhisshirtismissing,andyou,vesewedonanewoneforhim.36 .Q:Oneguestlooksworried,showyourconcernandofferyourhelp.37 .Q:HowdoyouasktheguesttosignthenameinthePOSlist?38 .Q:Theguesttellsyouthathe,sjusthadashower,andthebathroomisquiteamess.39 .Q:Howdoyougreetthechecking-inguestsattheFrontDesk?40 .Q:Whataretheitemsofinformationareceptionistshouldaskthegueststoenterwhenfillingouttheregistrationform?41 .Q:Howdoyouaskforguests,personalinformationpolitely?42 .Q:Informtheguestthatyouareabletoaccepthisbooking.43 .Q：Iftheguestiscallingforanotherbathtowel,whatwillyousay?44 .Q:You,vehelpedtheguestcheckinattheFrontDesk.Andnowtellhimtofollowthebellboytohisroom.45 .Q:Howdoyouinformtheguestofthearrivalofhisvisitor?A:AcertainMr.Zhangwantstoseeyou,sir.Heisnowwaitinginthelobby.46 .Q:Howdoyouaskthespeakertoslowdown?47 .Q:Givetwoexamplesofmakingcourteouspartingremarks.48 .Q:Whatshouldyousaywhentheguestasksyousomethingthatyouarenotveryclearabout?49 .Q:Howdoyoucheckifthevisitorofaguest,namedWilliams,hasanappointment?50 .Q：Howdoyourespondifaguestcomplainsthatthereisanoiseinhisroom?