Список ситуативных вопросов на которые Вам нужно ответить с помощью голосовых сообщений. Помните! В одном голосовом сообщение Вы должны озвучить вопрос и свой ответ. Количество вопросов должно быть равно количеству голосовых сообщений.
Task 1: This task is going to be in the form of voice messages. In each voice message you should:
explain in English what an excellent customer service is
give 5 examples of difficult situations from your work experience and how you solved those situations (a piece of advice: if you haven’t experienced such situations, you may use any difficult situation that happened to your colleague and that he has solved)
Task 2: Answer the situational questions related to the position you chose for your employment. You have to send your answers in the form of voice messages. Remember! One voice message should include 1 question and your answer to it. The quantity of voice messages should be equal to quantity of questions.
(Front Desk Sit Questions) The situational questions for guest relations agent may include questions related to other positions as a guest relations agent sometimes fulfils their duties.
Describe the hotel, in which you’ve worked before or are still working? How many stars does this hotel have?
2. Give four skills that are important for a receptionist, guest relation position? 3. What would be a double booking? How would you solve the problem? 4. What kind of professional hotel software are you using? 5. Explain the importance of targets and goals in your profession as receptionist. 6. Do you have minibars in rooms? What kind of drinks are there? 7. What is necessary to be a good chambermaid? 8. How many rooms did you clean? 9. Where did you keep your trolley? 10. What kind of amenities (предметы гигиены/канцтовары) did you keep on your trolley? 11. How did you start to clean the room? Describe step by step. 12. What kind of chemicals did you use? 13. Do you know Personal Hygiene rules? 14. How often did you change linen? 15. What ways of folding towels do you know? 16. What does laundry mean? 17. Whom do you report about repair needs? 18. Were you in charge of room service? If yes, what kind of food did you serve? 19. What should you do in order to prevent guests from falling down due to the wet floor? 20. What will you say if your guest asks for something that you can't do or don't know? 21. What should you do if the guest is complaining about service? 23. What are you going to do with the client who is heavily intoxicated? 24. What are you going to do if you see that someone broke a cup/plate? 25. What would you do if your worker spilled soup on the client’s dress?
(F&B department) WAITER: What kind of meat dishes do you know? What kind of cheeses do you know? What fine spirits do you know (upscale brands)? What are their prices in US dollars? How many ways to prepare a steak do you know? What will you offer your guest if he/she is fasting? From what side of a guest should you serve Martini / Smoothie/ Cocktails? What kind of cuisine do you know? Which guests should be served first if you have a party of guests? What allergy-causing foods do you know? What are you going to do with the client who is heavily intoxicated? What are you going to do if you see that someone broke a cup/plate? What would you do if you spilled soup on your client’s dress? What will you say if your guest asks for something that you can't do or don't know? What should you do if the guest is complaining about service? What was the day’s special at your restaurant? What was an average bill at your restaurant? What was the most expensive dish at your restaurant? What was the cheapest dish at your restaurant?
BARTENDER: 1. How will you recognize white wine glass from red wine glass? 2. What kind of cocktails do you know? 3. Which brands of beer do you know? 4. Tell me German, English, American beer names. 5. What brands of vodka do you know? 6. How to prepare classic cocktails: Pina colada, Margarita, Black Russian, Long Island, Cosmopolitan, Sex on the Beach, Bloody Merry etc? 7. How can you sell the client more expensive drink than what he has ordered? 8. Tell me the difference between single malt and blended whisky. 9. What alcohol can you recommend vegan?