问题 问答题 简答题

某饭店是一家接待商务客人的饭店,管理很严格。总台主管小王和其他两位服务员值班,11时进来了两位客人,小王很礼貌地招呼客人,并热情地向客人介绍饭店的客房。听了小王的介绍,客人对饭店的客房非常满意,同时,他们告诉小王,由于他们是商务客人,公司对他们出差住房的报批价格有规定,希望能给予他们房价的七折优惠。但是饭店规定总服务台主管只能有房价八折的权限,况且部门经理早已下班回家,小王想是否多销售两间客房对自己也没多大关系,还是非常礼貌地拒绝了两位客人的要求。最后两位客人不得不失望地离开了这家饭店。

饭店从这件事情中应及时调整哪些制度?

答案

参考答案:

饭店应调整以下制度:扩大对前台基层管理人员的授权,使前台基层管理人员在为客人服务时,有相应的权限来满足客人的一些特殊要求。这样既能提高服务工作的效率,又能多留住一些客人。在授权时要对下属进行相应的培训,建立有关监督考核机制和使用操作程序,使授权管理得到控制。此外还应建立有关激励机制、奖惩办法,增加饭店销售工作的干劲。

选择题
阅读理解

阅读理解

      A few years ago when my daughter was about two years old,I went through a difficult time.My

marriage was in trouble,I was pregnant (怀孕的) and not particularly well and I didn't have much money.

Looking back I think I was also a bit depressed,but I had to get on with taking care of my daughter the

best I could.

      One day I thought I would take my daughter to the park for a nice day as she liked there,and I thought it was a nice thing to do.I decided to walk because the bus was expensive,so it took us a long time to get

there.When we finally got there,immediately my daughter began to cry.She was cold,she was thirsty,and

she wanted to go home.To be honest,I had not prepared properly.I didn't even have any money to buy a

drink or to take the bus back home.I was so frustrated and cross with myself that my dream of a nice day

failed.

       I started walking back home (it was nearly 2 miles),and my daughter would not stop crying.I felt so

miserable and cross with myself and my life that I started crying too.

      At that point a car stopped and a gentleman offered us a lift.He took us home,and seemed really

concerned-he even offered me all his change!The kindness of this stranger to a stranger like me really

made me feel better.I never saw him again and I don't know who he is but he really helped me out that

day,so I just want to say thank you.

1.The writer writes the passage in order to________.

A.tell us how she got through her difficult time

B.tell us what kind of life she and her daughter once lived

C.tell us a journey she and her daughter had without money

D.express her sincere thanks for the driver who once helped her

2.Why did the writer go through a difficult time when her daughter was about 2 years old?

A.Because her daughter was too young and noisy and she didn't know how to care for her.

B.Because she loved her daughter too much and took care of her as best as she could.

C.Because she was worried about her own health.

D.Because there is something wrong with her marriage,health and money.

3.What finally caused the writer to cry?

A.Her own poor situation.

B.Her feeling sorry to her daughter.

C.The lack of money.

D.The failure of her dream of a nice day.

4.According to the passage,we can infer that________.

A.the writer could afford a bus ticket at that time

B.the writer will never forget the kindness given by the driver

C.the writer received the driver's change and bought drinks for her daughter

D.the driver knew the writer and her daughter