Make an introduction about the staffing and internal organization in a hotel Giới thiệu về nhân sự và tổ chức nội bộ trong khách sạn + The receptionist department plays the role of hotel
ĐỀ CƯƠNG THI CUỐI KÌ (TIẾNG ANH KHÁCH SẠN – NHÀ HÀNG) NỘI DUNG CÂU NỘI DUNG CÂU STT GỢI Ý TRẢ LỜI HỎI TIẾNG ANH HỎI TIẾNG VIỆT + The receptionist department plays the role of hotel representative to communicate, provide information to customers, receive, and resolve guest complaints Make an introduction + The members of the executive department combined Giới thiệu nhân about the staffing and with the heads of the departments to form a senior tổ chức nội internal organization leadership team Responsible for the management and khách sạn in a hotel operation of the entire hotel operation, ensuring the effectiveness committed to the investor or the group + The role of the hotel security department is to ensure the safety of guests, employees, and property of the hotel + The receptionist: Checking in for guests usually includes the following stages: receiving credit card information, giving a registration card to the guest into the room and answering any questions from the guest They also regularly take phone calls and make reservations Make a list of Lên danh sách + Porter: As soon as guests check in at the front desk, common jobs in a công việc phổ biến they will help guests put their luggage into the room and hotel khách sạn make sure that the guest room is okay + Housekeeping: The housekeeping team ensures that the hotel and rooms are clean, so that guests can return As a housekeeping staff, you may be required to clean guest rooms, change sheets and towels, change used toiletries, and clean other areas of the hotel + Table part: Ensure complete and accurate implementation of the preparation work ready to serve guests/ Serve wholeheartedly, thoughtfully, generously, politely, meeting the needs of customers/ Clean up, clean when guests return and proceed to set up again/ Coordinate activities with other departments to complete tasks + Receptionist part: Welcome, guide and see off guests in and out of the restaurant/ Responsible for customer booking issues, seating arrangement for customers/ Always have a professional working style, cheerful, welcoming and polite attitude towards customers/ Record Make a list of Lên danh sách customer feedback, deal with it within the scope of common job in a công việc phổ biến authority and report it to the restaurant's supervisor and restaurant? nhà hàng? manager/ Know the restaurant's menu, structure, layout, reservation and unbooked status at the beginning of each shift/ Support Supervision, perform other tasks as assigned by superiors + Bartender part: Responsible for preparing drinks according to customer's request/ Preservation of food, items, and equipment in the work area/ Ensure cleanliness in the bar area/ Check and monitor the status of ingredients at the bar area, order ingredients for the bar/ Prepare relevant reports as required/ Support other departments to complete tasks/ Perform other tasks as assigned Kỹ trách + Take care of your appearance, make an impression right What are the job nhiệm công việc from the first meeting skills and lễ tân gì? + Know your job responsibilities of a receptionist? What are the job skills and responsibilities of a hotel manager? What are the job skills and responsibilities of a housekeeping staff? + Positive working attitude + Foreign language communication skills + Listening skills + Good visibility Kỹ trách nhiệm công việc They need to have good listening skills, teamwork skills, nhà quản lý and communication skills, Resolve customer complaints khách sạn gì? Kỹ trách They need to clean master skills, laundry skills, time nhiệm nhân viên management skills, communication skills, honest, dọn phịng gì? diligent - hard working, customer care skills… Thuyết trình Make a presentation khách sạn mà bạn of a hotel you know biết What are the hotel facilities and amenities? Make an introduction of the facilities in the hotel room Trang thiết bị tiện nghi khách sạn gì? Giới thiệu tiện nghi phòng khách sạn 10 Make an introduction Giới thiệu sở vật of the hotel facilities chất khách sạn 11 Đưa định hướng Giving direction of sở vật chất the hotel facilities to khách sạn cho khách the hotel guest khách sạn Melia Hanoi Hotel - is a 5-star hotel in Hanoi, located in the heart of Hanoi city From the hotel, it only takes a few minutes to reach famous historical sites such as Ho Chi Minh Mausoleum and Museum, One Pillar Pagoda, Hanoi Opera House, Temple of Literature and many beautiful rivers, lakes, and temples The hotel is about 500 meters from Hanoi Railway Station and 38 km from Noi Bai Airport Melia Hanoi Hotel includes 306 rooms and apartments In which, there are 238 Deluxe rooms with an area of 30 m2 and 66 Executive Suite rooms with an area of 68 m2 All rooms are designed with meticulous attention to detail, comfortably decorated and meet the highest standards of seasonal travelers Melia Hanoi Hotel includes restaurants with a rich menu of Asian and Chinese cuisines Melia Deli or Lobby Lounge are bars serving drinks, cocktails, and light snacks The basic facilities and amenities in the hotel: - Kitchen facilities, like fridge, coffee maker and microwave - TV with cable - Hair dryer - Essentially kit, like soap, shampoo, body milk, conditioner, towels - Facilities (Outside the bedroom): - Dining options - Recreational activities - Swimming pool - Parking - Spa - Bar, Fitness Center, mini-bar… Bora Bora swimming pool in Bao Son hotel is a fourseason swimming pool located under the roof, in a quiet space on the 2nd floor The swimming pool is designed in the shape of the number 8, with large and small interconnected pools The large tank has a length of 20m, the largest width of 10m, a depth of 1.5-2m; The small tank has a diameter of 6m, a depth of 0.8m The outstanding advantage of Bao Son hotel's indoor swimming pool is that it always maintains warm water, the average temperature is 33-34 degrees, completely airtight, very suitable for adults and children to practice sports, maintain swimming habits to exercise health even on cold winter days 12 What are the possible Các cách để ways to reserve a đặt phòng khách sạn hotel room? gì? 13 What are the Những trách nhiệm responsibilities of the nhân viên đặt reservation clerk? phòng? 14 What information is Những thông tin included in the bao gồm reservation form? đơn đặt phòng? 15 What are the possible reasons for people to cancel or change their booking reservation? Những lý để người hủy thay đổi đặt chỗ đặt phòng họ gì? 16 How hotels reply the guest’s amendment and cancellation? Làm để khách sạn trả lời việc sửa đổi hủy bỏ khách? In particular, the swimming pool does not use chemicals to make the water harmful to the skin and the water is changed daily, so swimmers can be assured of the quality of the water at the pool + Guaranteed reservation is a form of booking according to an agreement between the guest and the hotel, in which the hotel must keep the booked room until the time of check out of the next day, calculated according to the date of the guest intended arrival, except by special agreement between the two parties + Non-guaranteed reservation is a booking form in which guests only reserve the room in advance, and the hotel will keep the room for guests until a certain time of the day of the guest's intended arrival, depending on the regulations of each guest hotel After that specified time, if the guest does not come to check-in, the hotel has the right to sell the room to another guest + Good appearance, good looking + Have good communication skills and situational skills, knowing foreign languages is an advantage + Always have a friendly, gentle, smiling attitude with customers + Precise, meticulous, not encounter unnecessary errors in the working process + Understand the working process, job characteristics and the software and tools to support the work + Coordinate with other departments to solve the work Reservation staff must fully understand the following information: - Name of guest, name of group of guests, name of registrant - Address, phone number, fax number (including area code), email of the guest - Number of guests traveling in the group - Date and time of arrival and number of nights of stay - Number of rooms and types of rooms - Room rate and form of payment - Reservation type (guaranteed or non-guaranteed) - Special requests of guests There are: wrong information on hotel booking, bad weather epidemic, security, terrorism When receiving cancellation information from the guest, the staff receiving the reservation should be nostalgic but polite and enthusiastic to help the guest cancel the reservation-avoid showing an unpleasant attitude, causing difficulties for the guest Reservation staff need to determine the cause and regulations on cancellation of the reservation committed between the hotel and the guest For non-guaranteed reservations, the following tasks should be performed: • Greet customers and ask for their requests • Receive request to cancel reservation • Make a reservation cancellation • Record the cancellation time and the name of the person reporting the cancellation 17 Make the explanation of the terms and conditions of booking amendment Thực giải thích điều khoản điều kiện việc sửa đổi đặt chỗ 18 Make the explanation of the terms and conditions of booking cancellation for FIT / GIT Giải thích điều khoản điều kiện hủy đặt phòng cho FIT / GIT - For guaranteed booking When a customer makes a reservation, make sure that the staff receiving the reservation performs the following tasks: • Greet customers and ask for their requests • Receive request to cancel reservation • Ask the guest's name to make a reservation • Ask and write down the name of the person who canceled the reservation (including the place of work, if any) • Ask the reason for the cancellation of the reservation • Reconfirm all old booking information • Reconfirm the cancellation of the reservation with the guest • Ask the unit to confirm the cancellation of the reservation • Thank the guest for the cancellation of the reservation • Seal cancellation of reservation • Enter the cancellation number in the cancellation book • Record information • Cancel booking in computer • Save cancellation records • Notify relevant departments If you not check-in by appointment, guests will be subject to a penalty fee as detailed in the Cancellation Policy for the booked price We reserve the right to cancel or amend reservations in the event that a customer has provided an invalid credit card, has engaged in fraudulent or inappropriate activity, or has an erroneous reservation or as a result of some error In addition, we also reserve the right to cancel or amend reservations if they not comply with our Terms and Conditions If a guest chooses to shorten their stay or check out early, they will be charged a penalty fee as detailed in the Cancellation Policy at the booked rate In the cases of cancellations mentioned above, the hotel is under no obligation to guarantee new available bookings or the best rates Party B is responsible for notifying Party A when adjusting or canceling a room, this notice must be in writing and sent to the hotel by fax or email during: Cancellation 21 days or more before check-in date: reservation can be canceled without charge service cancellation fee Cancellation between 21 days and 14 days before check-in date: 35% payment on the total amount for the service booked Cancellation between 14 days and 07 days before check-in date: 50% payment on the total amount for the service booked Cancel service within 07 days before check-in date or in case of failure to so booked service (no-show): must pay the full amount for the booked room Contract modifications are only valid when drawn up in writing and confirmed by the hotel 19 What are the steps in Trình bày bước the hotel check-in quy trình nhận process? phịng khách sạn? 20 What are the steps in Trình bày bước the hotel check-out quy trình trả process? phòng khách sạn? 21 What are the Các trách nhiệm responsibilities of the văn phịng phía trước front office? gì? 22 What are the skills and responsibilities of a server in the hotel restaurant? Kỹ trách nhiệm người phục vụ nhà hàng khách sạn gì? 23 What information does the server need when taking a customer’s order? Máy chủ cần thông tin nhận đơn đặt hàng khách hàng? 24 Làm máy How can a server chủ nhớ đơn remember the đặt hàng khách customer’s order? hàng? Adjusting information by phone will not be of any value + Welcome guest + Confirm the guest's reservation + Procedures for registration of accommodation for guests + Confirm the customer's payment method + Handing over the room key + Information about services in the hotel + Lead the guest to the room + Complete the profile, update information + Confirm the check-out + Notify guests of check-out with other departments in the hotel + Prepare payment records for guests, including: * Hotel registration form * Booking confirmation letter * Invoices, unpaid services from customers and promissory notes * Room changes voucher (if any) * Customer's prepayment slip (if any) * Contact credit card numbers * General invoice (attached to single invoice) * Thank you letter to customer + Check the customer's deposit amount + Ask the bank to accept the extra payment from the customer + Party B can only announce or advertise Party A's announced price on the media mass, including the internet + Party B informs customers of the hotel's regulations, and they must comply with these regulations This policy is for the duration of your stay at the hotel + Party A has the right to claim compensation (according to the time price) for the loss or damage caused by its customers caused by party B + Take care of your appearance, make an impression right from the first meeting + Know your job + Positive working attitude + Foreign language communication skills + Listening skills + Good visibility + Name of guest, name of group of guests, name of registrant + Address, phone number, fax number (including area code), email of the guest + Number of guests traveling in the group + Date of arrival and number of nights of stay + Number of rooms and type of room + Room rates and payment methods The hotel should note some information: + Customer name, address, phone number + Room type, room rate + Number of rooms and number of guests + Date of arrival and number of nights of stay 25 Introduce a Giới thiệu nhà restaurant you know hàng mà bạn biết 26 What are the basic Các dịch vụ services in a hotel? khách sạn gì? 27 What are the Các dịch vụ bổ sung additional services in khách sạn gì? a hotel? 28 What are the special Các dịch vụ đặc biệt services that hotels mà khách sạn cung offer? cấp gì? 29 What are the services Các dịch vụ in the restaurant? nhà hàng gì? 30 What are the Nhà hàng quán restaurant in the bar? bar gì? 31 Make a presentation Thuyết trình about the special dịch vụ đặc biệt mà services that hotels khách sạn cung cấp offer 32 + Special requests from guests + Is the reservation guaranteed or not? + Payment methods + Reservation number (number of booking slip) Out of all the restaurants I've been to, Ocean house restaurant is my favourite Ocean Place in the centre of Shanghai city I like the spacious, peaceful space, good service, and food This is a four-story restaurant, and the 2nd floor is reserved for different parties or special events The children's playground is quite large, and children love to play there, the restaurant serves a few dishes including exotic desserts, ice cream The prices are reasonable, and the food is served quickly Weekly music performances and regular customer discounts are two other reasons why I prefer the bar over other restaurants in my city Main service: accommodation, meals + Accommodation is business activities providing shortterm accommodation facilities for people in need (business, tourism, etc.) + Meals: It includes the activities of preparing food, selling, and serving the consumption needs of food and beverages and providing other services to satisfy the dining and entertainment needs of customers in restaurants hotel for the purpose of making a profit Additional services are understood as services that the hotel provides to customers to satisfy optional needs Ther are: Changing money, swimming pool, minibar, spa, laundry… Main services: Including bedroom and catering services, wholesale hotel towels This is an essential service of every customer when coming to the hotel to stay Additional services: Including services such as: Spa, swimming pool, restaurant, bar to satisfy the needs of relaxation and entertainment of customers Restaurant service is understood as all business activities implemented by a restaurant to meet the needs of food and beverage for diners and the market, to bring revenue and profit to customer’s shop A restaurant is an establishment that specializes in the cooking and serving of food and drinks to customers, mainly for immediate consumption In addition, many restaurants also have a service to pack food for customers to "take away" instead of eating at the restaurant On bar, the restaurant service customers besides foods, the restaurant combines with the preparation of drinks and smoothies Laundry is called the laundry department in the hotel, in charge of collecting all fabric items according to the hotel's standards, such as blankets, sheets, mattresses, pillowcases in the system of rooms with guests to stay wash and iron all those items Những kiện What events are There are: birthday, conference, meeting, anniversary, tổ chức hosted at hotels? contract signing, team building khách sạn? 33 Người lao động giúp What workers help at kiện events at hotels? khách sạn? 34 What facilities Khách sạn có hotels have for tiện nghi cho special events? kiện đặc biệt? 35 Make a presentation about the facilities and amenities for conferences and meetings Thuyết trình sở vật chất tiện nghi cho hội nghị họp 36 Make a presentation about the facilities and amenities for weddings and parties Thuyết trình sở vật chất tiện nghi cho tiệc cưới tiệc tất niên 37 Make a presentation Thuyết trình sở about the facilities vật chất tiện nghi and amenities for cho buổi tiệc galas At each hotel, there are spaces dedicated to birthdays and parties, so you don't need to worry too much about choosing a decoration location, as well as considering whether the decoration space is large enough to invite guests guests, as well as whether it is suitable for a birthday party or not… - Welcoming guests from the reception - Record orders, introduce, consult food and drink, serve food and drink that have been ordered by customers - Make sure to be present and ready to meet the needs of guests during the meal - Implement the payment process - Welcome guests, clear the table - Cleaning the area in charge Hotels that offer high-end conference room services often incorporate food service as well Accordingly, attendees can enjoy food and drinks Even resting in a hotel room Or use the utilities and services that come with it The hotel conference room is also beautifully decorated At the same time, there is a full range of smart equipment, logistics (chairs, tables…) Some conference room rental locations also support consulting and organizing stages in the event So, you should use them when having a meeting The conference room of Melia Hanoi Hotel has a capacity of up to 1300 people, allowing customers to organize large-scale and luxurious conferences with the service of professional and experienced staff in the field organize events The conference area is always fully equipped with machinery, equipment, and professional services for events from projectors, speakers, photocopiers to secretarial services, translation Melia Hanoi Hotel is a high-class address for luxurious and polite parties With a team of years of experience operating in an international environment, all your requirements for a perfect party will be satisfied Melia Hanoi Hotel owns the largest Ballroom in Vietnam with a capacity of 1200 conference guests or 800 party guests This is also the ideal choice for small and medium meetings with function rooms from 70-200 seats In addition, Melia Hanoi also offers high-class executive meeting rooms with luxurious leather seats and beautiful city views In a 12,000 m2 campus with a unique design, Sen Tay Ho restaurant is always close to nature, Sen Tay Ho is proud of being filled with modern culture 1,500 guests together enjoyed over 200 delicious dishes, delicious dishes in the world were collected in the heart of Hanoi at Sen Tay Ho restaurant The restaurant includes the following restaurant chain: Traditional lotus, international buffet, Royal Lotus, Royal Lotus, International Lotus The nursery area and the entertainment area include a children's room and a karaoke room 38 What off-services Khách sạn bố trí hotels arrange for dịch vụ phụ guests? cho khách? 39 Make a presentation Thuyết trình about one off-service dịch vụ khách sạn hotels offer cung cấp 40 What are common Khách thường phàn guest’s complaints in nàn khách the hotels? sạn? 41 What are common Khách thường phàn guest’s complant in nàn nhà the restaurants? hàng? 42 What are some steps Một số bước để giải to deal with guest’s khiếu nại complaint? khách gì? 43 Lập danh sách Make a list of phương thức common methods of toán phổ biến payment in hotels khách sạn nhà and restaurants hàng 44 Make a list of precautions receptionists and sale staff should take when dealing with payment Lập danh sách biện pháp phòng ngừa mà nhân viên lễ tân nhân viên bán hàng cần thực giao dịch toán 45 What common problems hotel guests often have during the payment process? Khách khách sạn thường gặp vấn đề q trình tốn? + Minibar + Changing money + Swimming pool + Laundry service + Transportation rental service Minibar is a mini refrigerator, used to cool drinks or to store cosmetics, fruit, food, etc., is one of the important equipment in the room of 4–5-star hotel rooms today The hotel invests in a mini bar to serve the needs of food and drink preservation of customers, while creating modernity and comfort during their stay Every day, the minibar area is always thoroughly checked by hotel staff to keep it clean + Guest requested to change room + The surrounding guests are noisy + Booking error + Customer lost luggage + Food and drink service problems + Staff damaged guest's belongings + Complain about the quality of the food + Angry at having to wait so long + Guests arrive first but are served later + The waiter brought the wrong dish + Spill food on guests + Guests leave because of slow service or no tables + Customers complained because the restaurant ran out of some of their favorite dishes + Receiving complaints + Sympathize with customers + Ask the right questions and listen to the customer's presentation + Come up with a solution to solve it + Implement the given solution + Care and follow up customers after implementation + Cash: This form is applied to customers who make reservations and want to pay directly at the counter Despending on each hotel, there will be different payment currencies, usually Vietnam Dong and Dollars or some hotels also accept other foreign currency denominations + Card + ATM/Visa/Master/Momo + Voucher/Barter Before paying, ask guests if they have discount cards, VIP cards, vouchers or messages received in the restaurant's promotions All cases of payment must be according to the bill, if it is exceeded, an additional bill must be issued or a confirmation of receipt of additional money from the customer into the bill of the manager - Guests not agree to pay for services arising in the invoice - Guests request a room discount - The guest cannot pay the bill - When checking out, counterfeit money, checks or credit cards are discovered - Guests request to check out later than the specified time: Therefore, when guests call or directly inform them that they will be checking out late, the front desk needs to let the guests know about the extra charge and note the following issues: + Check the responsiveness of the hotel + Negotiate with the guest the exact check-out time and the amount to be paid for the overtime room rental Some customers may be annoyed to be charged this extra fee and refuse to pay, front desk staff need to face such situations calmly and give good reason