酒店管理前厅 酒店服务操作——处理询问2015(叶予舜).pdfVIP

酒店管理前厅 酒店服务操作——处理询问  Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？ Answers: 回答： 1. We must provide a prompt and accurate service. 我们必须提供迅速准确的服务。 2. We want to service and help our internal and external customers. 我们想要对内线和外线客人提供服务和帮助。 3. A perfect handling can retain guest loyalty and therefore increase revenue. 一个完美的处理可以保留忠实客人从而增加收入。 4. Improve our GSTS score. 提高 GSTS 分数。 5. Show our professionalism. 体现我们的专业。 1 叶予舜 二〇一四年十二月二十八日星期日 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Handling inquiries Ensure that all inquiries are dealt with Why are we always emphasizing on 处理询问 PROMPTLY and that the person prompt and accurate service? dealing with the inquiry is capable of 为什么我们一直强调迅速准确的服务？ doing so. 保证所有询问都被迅速的处理，并尽可能 去处理。 Nothing offends more than being Why can’t we pass the inquiry to passed from one person to another or someone else? having to wait for somebody to go to 我们为什么不能把某人的询问转到其他地 another person to get all the correct 方？ information. 没有什么比把电话从一个人转到另一个人 或让来电者等候去问别人以得到正确信息 更冒犯来电者的了。 The best way to avoid this situation is for the inquiry to be channeled to the correct person/department in the very first instance.