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ĐỀ CƯƠNG THI CUỐI KÌ (TIẾNG ANH KHÁCH SẠN – NHÀ HÀNG)
STT
NỘI DUNG CÂU
HỎI TIẾNG ANH
NỘI DUNG CÂU
HỎI TIẾNG VIỆT
GỢI Ý TRẢ LỜI
1.
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
representative to communicate, provide information to
customers, receive, and resolve guest complaints.
+ The members of the executive department combined
with the heads of the departments to form a senior
leadership team. Responsible for the management and
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
2.
Make a list of
common jobs in a
hotel
Lên danh sách các
công việc phổ biến
trong khách sạn
+ 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.
+ Porter: As soon as guests check in at the front desk,
they will help guests put their luggage into the room and
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.
3.
Make a list of
common job in a
restaurant?
Lên danh sách các
công việc phổ biến
trong nhà hàng?
+ 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
customer feedback, deal with it within the scope of
authority and report it to the restaurant's supervisor and
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
4.
What are the job
skills and
Kỹ năng và trách
nhiệm công việc của
một lễ tân là gì?
+ Take care of your appearance, make an impression right
from the first meeting
+ Know your job
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responsibilities of a
receptionist?
+ Positive working attitude
+ Foreign language communication skills
+ Listening skills
+ Good visibility
5.
What are the job
skills and
responsibilities of a
hotel manager?
Kỹ năng và trách
nhiệm công việc của
một nhà quản lý
khách sạn là gì?
They need to have good listening skills, teamwork skills,
and communication skills, Resolve customer complaints.
6.
What are the job
skills and
responsibilities of a
housekeeping staff?
Kỹ năng và trách
nhiệm của nhân viên
dọn phòng là gì?
They need to clean master skills, laundry skills, time
management skills, communication skills, honest,
diligent - hard working, customer care skills…
7.
Make a presentation
of a hotel you know
Thuyết trình về một
khách sạn mà bạn
biết
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 2 restaurants with a rich menu of Asian
and Chinese cuisines. Melia Deli or Lobby Lounge are
bars serving drinks, cocktails, and light snacks.
8.
What are the hotel
facilities and
amenities?
Trang thiết bị và tiện
nghi của khách sạn là
gì?
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…
9.
Make an introduction
of the facilities in the
hotel room
Giới thiệu các tiện
nghi trong phòng
khách sạn
10.
Make an introduction
of the hotel facilities
Giới thiệu cơ sở vật
chất của khách sạn
11.
Giving direction of
the hotel facilities to
the hotel guest
Đưa ra định hướng về
cơ sở vật chất của
khách sạn cho khách
của khách sạn
Bora Bora swimming pool in Bao Son hotel is a four-
season 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 2 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.
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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.
12.
What are the possible
ways to reserve a
hotel room?
Các cách có thể để
đặt phòng khách sạn
là gì?
+ 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.
13.
What are the
responsibilities of the
reservation clerk?
Những trách nhiệm
của nhân viên đặt
phòng?
+ 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, do 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
14.
What information is
included in the
reservation form?
Những thông tin nào
được bao gồm trong
đơn đặt phòng?
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.
15.
What are the possible
reasons for people to
cancel or change
their booking
reservation?
Những lý do có thể
để mọi người hủy
hoặc thay đổi đặt chỗ
đặt phòng của họ là
gì?
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.
16.
How do hotels reply
the guest’s
amendment and
cancellation?
Làm thế nào để
khách sạn trả lời việc
sửa đổi và hủy bỏ của
khách?
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
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- 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
17.
Make the
explanation of the
terms and conditions
of booking
amendment
Thực hiện giải thích
các điều khoản và
điều kiện của việc
sửa đổi đặt chỗ
If you do 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 do 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.
18.
Make the
explanation of the
terms and conditions
of booking
cancellation for FIT /
GIT
Giải thích các điều
khoản và điều kiện
hủy đặt phòng cho
FIT / GIT
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 do 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.
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Adjusting information by phone will not be of any value.
19.
What are the steps in
the hotel check-in
process?
Trình bày các bước
trong quy trình nhận
phòng khách sạn?
+ 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
20.
What are the steps in
the hotel check-out
process?
Trình bày các bước
trong quy trình trả
phòng khách sạn?
+ 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
21.
What are the
responsibilities of the
front office?
Các trách nhiệm của
văn phòng phía trước
là gì?
+ 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.
22.
What are the skills
and responsibilities
of a server in the
hotel restaurant?
Kỹ năng và trách
nhiệm của một người
phục vụ trong nhà
hàng khách sạn là gì?
+ 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
23.
What information
does the server need
when taking a
customer’s order?
Máy chủ cần thông
tin gì khi nhận đơn
đặt hàng của khách
hàng?
+ 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.
24.
How can a server
remember the
customer’s order?
Làm thế nào một máy
chủ có thể nhớ đơn
đặt hàng của khách
hàng?
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.