Hotel management post self-test, see how many of these 66 questions can you answer correctly?
The front office and housekeeping department of the hotel play a vital role, so the ability of the front office manager and the housekeeping manager to deal with problems is particularly important.
In this issue of sharing, we have sorted out 66 questions that managers of front office and guest rooms must know, hoping to help hoteliers in these two positions to conduct self-examination, and also help hoteliers who are interested in developing in related positions Learn more about job details.
01
Front Office
1. You have 2 supervisors, one is 3,500 yuan, and one is 2,500 yuan. The salary is low and the ability is strong. When he knows the salary is low, he proposes to resign. How do you deal with it?
2. You just took over a new store, and there is an employee or supervisor in the front office who is very lazy. How should you start your work?
3. I am a guest. I swiped my card at the front desk for 1,000 yuan for pre-authorization, and the room fee is 200 yuan. When I check out, I swiped it into 1,000 yuan. What should you do?
4. If a guest calls to make a reservation and needs to keep his room until 2:00 a.m., what should you do?
5. How do you deal with the over-authority problem? Such as late payment, discount, free room.
6. In cross-departmental communication and cooperation, what advantages do you think you have? In addition, if you cannot reach an agreement with a certain department, how do you deal with it?
7. When you are in a departmental meeting and you find that an employee violates discipline, you punish him and deduct 10 points of performance, but the employee does not accept the punishment and talks back to you on the spot, what will you do?
8. The internal control management of the front office department is very important. As a department manager, you found that the short payment for the morning shift was 200 yuan. How would you deal with it?
9. XX store needs a front office manager. If you go to apply for this position, what preparations will you do?
10. What will you do when a star employee appears in your team (good performance, good ability, but not obeying your management, often arriving late and leaving early, not attending meetings, etc.)?
11. What are the assessment indicators for the general manager of your hotel?
12. Do you know the Revpar index of your store in 2017? How much is the month, how much is this month? (If it is in the front office: Optionally ask what are the surrounding competitive hotels? What advantages and promotions does the other party have)
13. The front desk staff are not enthusiastic. If you go to that hotel, what will you do?
14. If your branch asks each department to send personnel to carry out full-staff marketing (such as dispatching orders or visiting customers, etc.), most of the employees have very big opinions. If you encounter this situation, how should you deal with it?
15. In order to improve the quality of the branch, it is necessary to control the cost. Is there any conflict between the two? How do you understand it?
16. After you have just been promoted to a new store manager, you find that a supervisor is on par with you in terms of work ability and experience, or has surpassed you, how would you deal with it and how to face it?
17. Assign you to a store with poor performance to be the front office manager. The current occupancy rate is 40%. The store manager requires you to increase to 60% in 3 months. What are you going to do?
18. Both the sales department and the front office will be involved in room control. When you encounter tight sales, how do you balance room control and maximize hotel revenue?
19. Only one week and this month are over. The current goal has been 98% completed. If you need to complete the remaining tasks 100%, how do you lead the front office to complete it?
20. Do you have any successful examples of team building? What was the situation at that time?
21. The most successful case you communicated with the owner.
22. How did you train your subordinates?
23. Give a case where your actions make employees work with enthusiasm.
24. What is the biggest inspiration for you from Internet thinking?
25. The service attitude of the front office is poor, what do you think is the reason? How to solve?
26. Please recall a time when your service exceeded the customer’s requirements and made him very satisfied.
27. What do you do when the general manager of the hotel receives feedback from other department managers about your front desk? For example: always do not report to check out when checking out in the lobby?
28. When the guest renews his stay, he says that he has no money now. What should I do tomorrow?
29. When you go to a new store, there are employees who refuse to accept you and are more capable than you. How do you deal with it?
30. What is the specific meaning of RP?
31. What are the valid documents? Can a Hong Kong passport or a Taiwan passport be used for check-in?
32. As a department manager, how to do a good job in personnel training?
33. Have you ever interviewed employees and what should you pay attention to? What kind of questions to ask?
34. If your branch has “royal relatives”, as a manager, what should you pay attention to in management?
35. What should you do as the front office manager when you receive a severe attack or ward round by the public security organs?
02
Guest room
1. How much is the linen washing fee in your shop? (What is the cost of a single room for bed sheets/quilt covers?)
2. How do you understand the difference between “hands-on” and “authorization”?
3. If you want to set up 2 inspection-free waiters in your housekeeping department, how do you choose?
4. The staff is on a piece rate. You have to get off work at 6 o’clock, and the waiter has 6 rooms left unfinished. What should you do?
5. The XXX store needs a room manager. If you go to apply for this position, what preparations will you do?
6. The glass in the guest room cut the guest’s blood that day, and it was 10 o’clock in the evening. You are EOD, how do you deal with it?
7. Do you know the cost of a single room in your branch last month? Is there any way to make this cost even lower?
8. What do you do when a star employee appears in your team (good performance, good ability, but not obeying your management, often arriving late and leaving early, not attending meetings, etc.)?
9. How many people does the housekeeping department need for a new store with 100 rooms? –10 people, how to arrange?
10. What are the assessment indicators for the general manager of your store?
11. The supervisor checks how many rooms a day to be easy and efficient.
12. The new official took office as the “three fires”. If it were you, how would you burn these three fires?
13. When the branch asks each department to send personnel to carry out full-staff marketing (such as dispatching orders or visiting customers, etc.), most of the employees have very strong opinions. If you encounter this situation, how should you deal with it?
14. In order to improve the quality of the branch, it is also necessary to control the cost. Is there any conflict between the two? How do you understand it?
15. After you have just been promoted to a new store manager, you find that a supervisor is on par with you in terms of work ability and experience, or has surpassed you, how would you deal with it and how to face it?
16. In the maintenance of guest rooms, what do you think your branch needs to be maintained the most and are the most important at present, and tell us how you maintain it (any one, such as carpet\marble\furniture)!
17. How to ensure that the standard of supervisor’s rounds meets the company’s requirements, and what are your measures?
18. Recently, the hotel business has been very good. The guest room department is seriously lacking. The group attaches great importance to quality. At the same time, there are many inspections in the standardization/training department. How should you respond as a department manager?
19. How to avoid secondary pollution of linen?
20. What is the monthly cleaning fee of your shop? What is the unit price of bed sheets and duvet covers?
21. Two things happen at the same time: the guest complains because the linen is not clean, and the waiter asks for leave because of acute appendicitis. How do you deal with it?
22. What is authorization?
23. What are the five core tasks of a room manager?
24. What do you do when the guest says that the leftover items are left in the room and the waiter says they have not seen it?
25. The daily work of the manager?
26. What do you do when a guest is injured in the hotel?
27. How to maintain the carpet and how to maintain the marble?
28. When you check out, you find that five smoke holes have been burned in the carpet of the guest room. How do you collect money from the guest?
29. You go to a new store as a manager, what preparations do you have to do?
30. What is the staff size for 130 guest rooms in the establishment of stores one by one?
31. The first three items of room cost?