客艙部面試的常見問題HSKPInterviewQuestionsandAnswers《郵輪客艙服務(wù)與管理》浙江國際海運職業(yè)技術(shù)學院客艙部面試的常見問題Q1.Introduceyourself.重點介紹自己的姓名、年齡、在讀院校（畢業(yè)院校），所學專業(yè)，以及所面試崗位的相關(guān)工作經(jīng)驗（或?qū)嵙暯?jīng)歷）。然后可以再介紹一下自己的性格特點、興趣愛好及家鄉(xiāng)等。大家可以參考以下自我介紹：Morning,sir.It'smyhonertointroducemyself.MynameisLucy,21yearsold.Iamasophomore(大二學生)andIwillgraduatefromZhejiangInternationalMaritimeCollegenextJune.MymajorisInternationalCruiseCrew.Ihaveeverworkedasaroomattendantfor6monthsinSheratonGrandHangzhouBinjiangHotel.Iamanoutgoinggirlandlovetravellingwithmyfriends.MyHometownisZhoushan,whichisasmallcitybutwithbeautifulsea-view.Thankyou!客艙部面試的常見問題Q2.Describeyourhoteltome.一般郵輪公司要求至少有6個月的高星級酒店工作經(jīng)歷，準確說出酒店的英文全稱，所在的城市，星級（最好五星級fivestar），酒店的客房數(shù)量，客房的員工數(shù)等內(nèi)容。應(yīng)答參考如下：IworkedinSheratonGrandHangzhouBinjiangHotel，afivestarhotel.Therearetotal300rooms,includes42suites.ThenumberofstaffsinHSKPDepartmentisabout80.客艙部面試的常見問題Q3.Couldyoutellmeaboutyourdailydutiesasaroomattendant?介紹客房服務(wù)員的工作職責。考查你對崗位職能的了解程度。應(yīng)答參考如下：1.Followguidelinesorqualitycontrolstoprepareroomsforguests.2.Launderandrepairlinens3.Makesurebuilding,furniture,floors,andallpublicareasareclean.客艙部面試的常見問題Q4.Howmanyroomscanyoucleaneveryday?Howlongdoesittaketocleanaroom？詢問你每天打掃的房間數(shù)和打掃一間房間所用的時間。考查你的業(yè)務(wù)水平。應(yīng)答參考如下：16-20roomsperday.Andittakesmeabout15-20minutestocleanaroom.客艙部面試的常見問題Q5.Whatarethesizesofyourrooms/suites詢問房間或套房的面積。考查你對酒店客房的了解及日常工作的觀察能力。應(yīng)答參考如下：DeluxeRooms(豪華間231rooms)isabout33-58SquareMeters.ExecutiveRooms(行政豪華間27rooms)isabout44-89SquareMeters.andDeluxeSuites(豪華套房42suites)isabout72-256SquareMeters. 客艙部面試的常見問題Q6.Whatareyourworkinghours?詢問工作時間。根據(jù)上班時間如實回答即可。如：From8am--8pmfordayshift;From8pm--8amfornightshift.Q7.Howmanyemployeesarethereinyourteam？詢問團隊（部門）一共多少人？根據(jù)部門情況回答即可。一般通過這個問題去驗證你前面所工作的酒店經(jīng)歷的真實性，房間數(shù)和人員配備要協(xié)調(diào)。應(yīng)答參考如下：Thereare80employeesinmyteam.客艙部面試的常見問題Q8.CanyoudescribeasituationwhenyouhavesuccessfullyresolvedaGuest’scomplaintorproblem?描述一項你成功解決客人投訴或問題的經(jīng)歷。考查你的對客服務(wù)應(yīng)變能力。應(yīng)答參考如下：Onceaguestcomplainedthattheairconditionerdidn’twork,Ifeltsorryaboutitandaskedengineertohelpcheckitimmediately.Inordernottodisturbguesttorestasitwasalittlelate,Isuggestedroomchangetoguest.Andhelptransferherluggagetoanewroom.Shefeltsatisfiedwithmywork.客艙部面試的常見問題Q9.Whatwillyoudoifyoufindaguests’belongingintheroomwhentheguestcheckedoutthehotel？當客人退房后，你發(fā)現(xiàn)有客人的遺留物品，你該怎么做？考查你對常規(guī)問題的應(yīng)變處理能力，對規(guī)定程序的熟練度。應(yīng)答參考如下：Iwillreporttomysupervisorimmediately,bringguests’belongingtoServiceCenterandloginLostandFoundBooks.ThentheServiceCenterAttendantorReceptionistwillcontactguest.客艙部面試的常見問題Q10.Pleasenamesomebathroomamenitiesyoureplenisheveryday.列舉幾種客房衛(wèi)生間每天更換的用品。考查對衛(wèi)生間用品的掌握，主要衛(wèi)生間用品英文名稱的表述。應(yīng)答參考如下：BathTowels，HandTowels，F(xiàn)aceTowels，Bathmat,shampoo,hairconditioner,Bathgel,combandsoon.Q11.WhatdoesDNDsignmean?Whatdoyoudoifyouseethissign?DND意味著什么？看到它你會怎么做？考查你的應(yīng)變能力與業(yè)務(wù)知識。應(yīng)答參考如下：DoNotDisturb.Gotothenextroomandreturnlater.客艙部面試的常見問題Q12.Whatdoyouhaveinyourservicecart/trolley?工作車上都裝有什么？考查你對工作車的布置熟悉程度，屬于專業(yè)知識提問。應(yīng)答參考如下：Towels，bathrobes,sheets,duvetcovers，pillowcases,cleaningsupplies，bathroomsupplies,papersuppliesandsoon.客艙部面試的常見問題Q13.Tellmethestepsofcleaningaroom.請你描述客房清潔的步驟。目的是考查你的業(yè)務(wù)技能。應(yīng)答參考如下：7StepsofGuestroomCleaning:1.Preparetheroomforcleaning2.Removetrashandlinenandspraythebathroom3.Makethebed4.Dustanddampwipe5.Cleanthebathroom6.Vacuum7.Inspectyourwork客艙部面試的常見問題Q14.Howdoyoumakethebed?請你描述鋪床的步驟。目的是考查你的業(yè)務(wù)技能。應(yīng)答參考如下：1.Inspectthebedfordamages2.Positionthebottomsheet3.Positionthetopsheet4.Positiontheblanket/duvet5.Foldtheduvetcover6.Putonthecleanpillowcovers7.Putthebedspread8.Inspectthebedtomakesureitiswrinkle-freeandsmooth客艙部面試的常見問題Q15.Whatisturndownservice？什么是夜床服務(wù)？考查你的專業(yè)知識和業(yè)務(wù)技能，是否具備客艙服務(wù)經(jīng)驗和能力。應(yīng)答參考如下：Theturn-downserviceisinordertooffertheutmostcomforttotheirguests.Itinvolvespreparingtheroomforthenight,sothataclientfeelsathomeandcaneasilygotobeduponreturningtohisroom.ItisalwayscarriedoutbetweenfiveandnineP.M.justbeforetheclientreturnsforthenight.客艙部面試的常見問題Q16.Whatisyourplaninthefuture?你未來的職業(yè)計劃是什么？考查你對未來的規(guī)劃，也側(cè)面了解你是否會長時間在郵輪工作。應(yīng)答參考如下：IplantobecomeaprofessionalinHSKPdepartmentbyactivelycompletingworktasksandaccumulatingexperiencein3-5years.Ialsohopetohavetheopportunitytoleadateamandbecomeanexcellentmanagerafterseveralyears.客艙部面試的常見問題Q17.Tellmeaboutatimewhenteamworkhelpedyouresolveaproblem.請描述一次團隊協(xié)作幫你解決難題的經(jīng)歷。此問題的意圖是了解你的團隊協(xié)作能力和工作表現(xiàn)。應(yīng)答參考如下：OnceImetadrunkguestduringthenightshift.Withthehelpofthelobbymanager,wesenttheguestbacktohisroomforrest,preparedtowelsandwaterfortheguest,andplacedatrashcanbesidehisbed.Whenhewokeupthenextmorning,theguestwrotealetterofcommendation,tothankmeandmycolleaguesforourcarefulcare.客艙部面試的常見問題Q18.Whydon'tyoucontinueyourstudysinceyouaresoyoung?你還這么年輕為什么不繼續(xù)上學讀書？了解你是否真的想要工作。應(yīng)答參考如下：AsIwillgraduatefromcollegenextJune,Ihopetostartworkingearlytoearnmoneytosupportmyfamily.客艙部面試的常見問題Q19.Whatdoyouknowaboutourcompany?談?wù)勀銓ξ覀児镜恼J識。考查你前期是否做過相關(guān)功課，是否真的對該公司感興趣。面試也是雙向了解的過程，面試官當然也希望應(yīng)聘者能夠?qū)居幸欢ǖ恼J識，體現(xiàn)出你對本次面試的重視程度。以加勒比郵輪公司為例，應(yīng)答參考如下：AsIKnow,RoyalCaribbeanCruiseshas29shipsandroutesaround