香格里拉开业筹备房务部门模拟运营指南Word文档格式.docx
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香格里拉开业筹备房务部门模拟运营指南Word文档格式.docx
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2Greetyoubyname?
()()
称呼您的姓?
3Introducehimself/herself?
()()
介绍他/她自己?
4Smile?
()()
面带自然微笑?
5Establisheyecontact?
()()
有眼神接触?
6Lookpresentable?
()()
看上去很专业?
7Useappropriatelanguageincommunicationwithyou?
()()
使用得当的语言与您进行沟通交流?
8Offershoeshineservice?
提出为您进行擦鞋服务?
9Wishyouapleasantstay?
祝您入住愉快?
10Makehimself/herselfavailablewhenneeded?
()()
提出随时愿意为您服务?
11Howwouldyouratethisexperience?
Why?
您如何评价此经验?
为什么?
_____________________________________________________________________________
Othercomments:
其它建议:
_____________________________________________________________________________
GuestName:
Date:
客人姓名:
日期:
.
ScenarioHSP-02
模拟情景客房-02
Borrowshoe–brushandshoemat
向客房服务员借用鞋刷和鞋垫
1Greetyoubyname?
称呼您的姓?
2Introducehimself/herself?
3Smile?
()()
4Offershoeshineservice?
提出为您进行擦鞋服务?
5Handletherequestefficiently?
高效率地为您解决问题?
6Howwouldyouratethisexperience?
Date:
日期:
ScenarioHSP-03
模拟情景客房-03
Placedirtyshoesinbathroom
把脏的鞋子放在浴室
1Offershoeshineservice?
2Howwouldyouratethisexperience?
ScenarioHSP-04
模拟情景客房-04
Complainshoeshineservicedidnotprovide
投诉没提供擦鞋服务
1Didtheordertakeranswerthephonewithin3rings?
听单员是否在铃声响三声内接起电话?
2Handlethecallcourteously?
有礼貌得处理您的来电?
3Speakinapleasantandwell-modulatedvoice?
()()
在讲话时令人感觉愉悦,语量适中?
4Useyournameduringtheconversation?
()()
在交谈中使用您的姓?
5Didasincerelyapologize?
向您表示真诚的道歉?
6Offershoeshineserviceimmediately?
()()
向您立即提议擦鞋服务?
7Handletherequestefficiently?
高效率地处理您的要求?
8Howwouldyouratethisexperience?
ScenarioHSP-05
模拟情景客房-05
GuestcallHousekeepingtorequestaflowervase
客人打电话给客房要一个花瓶
6Thankyouforyourcalling?
感谢您的来电?
7Howwouldyouratethisexperience?
ScenarioHSP-06
模拟情景客房-06
3Speakinapleasantvoice?
ScenarioHSP-07
模拟情景客房-07
GuestcallHousekeepingOfficetorequest2towels
客人打电话给客房要2条毛巾
8Didtheordertakeranswerthephonewithin3rings?
9Handlethecallcourteously?
10Speakinapleasantvoice?
11Useyournameduringtheconversation?
12Handletherequestefficiently?
13Thankyouforyourcalling?
14Howwouldyouratethisexperience?
ScenarioHSP-08
模拟情景客房-08
GuestwillinquirefromG.S.AwhereaboutsoftheF&
Boutlets
客人询问宾客服务员餐厅在哪里
1Greetyouappropriatelywithasmile?
()()
微笑着,使用恰当的语言问候您?
2ExplainindetailwheretheF&
Boutletsare?
为您详细地介绍餐厅的情况?
3Wasthedirectiongiventoyoueasytofollow?
给您的方向容易找到?
4Wishyouapleasantday?
祝您今天心情愉快?
5Howwouldyouratethisexperience?
ScenarioHSP-09
模拟情景客房-09
AskRoomAttendantaboutservicehoursofLaundry,requestlaundryservice
询问客房服务员洗衣服务的时间,要求洗衣服务
1Say24hrslaundryservice?
回答您酒店提供24小时洗衣服务?
2Introducetheserviceproperly?
为您正确地介绍洗衣服务的详情?
3Pickupyourlaundryimmediately?
马上收取您的衣物?
4Howwouldyouratethisexperience?
ScenarioHSP-10
模拟情景客房-10
Expresslaundryforsuiteonly,othersonregularservice
客人提出西装需要加快洗衣服务,其他衣物寻常服务
1Toldyouthechargesforexpressservice?
告诉你有关加快洗衣服务之收费?
2Promptresponsetoexpresslaundry?
准时送回加快处理之洗衣?
3Wasthepackagingpresentable?
洗衣之包装是否美观?
ScenarioHSP-11
模拟情景客房-11
Couldnotfindroomkey,requestroomattendanttoopenthedoor.
客人找不到房间的钥匙,要求客房服务员打开房门
我们的客房服
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