酒店前台沟通技巧.ppt

Say It Nicely Welcome to the “Say It Nicely” Training Objective The objective of this training is to equip our staff with a standardized way to explain to our guests when they encounter any guest complaints or enquiries. Contents Scenario(情景） Principles（原则） Do’s Don’ts Scenario 1 A guest with a reservation arrives at the hotel very early in the morning. He expects to get a room, get changed and then go out for his meeting but there are no vacant clean rooms available. How To Say It Nicely Remember, we shall never say... Sorry, we don’t have room now. Because the check-in time is