酒店管理前厅 酒店服务操作——客服中心指南2015(叶予舜).pdfVIP

酒店管理前厅 酒店服务操作——客服中心指南  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 maximize guest satisfaction. 我们必须让客人最大限度的满足。 2. Improve our GSTS score. 提高 GSTS 分数。 3. Be as professional as possible. 尽可能体现我们的专业性。 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. The role of Guest Service Guest Service Center is a Why does the Guest Service Center centralized operator that handles Center handle a large number of 客服中心的作用 a large number of guest requests. guest requests? 客服中心集中处理大量的客人需求。 为什么客服中心负责处理大量客人需 求？ 2. Handle requests concerning The requests concerning the Why don’t we let Housekeeping Housekeeping services Housekeeping and Laundry handle guest requests directly? 处理关于客房服务的要求 department will be forwarded to 我们为什么不直接让客房部处理客人 Housekeeping or Butler. The 的要求？ services are: 要求涉及到客房服务和洗衣部将被转 到客房部或服务员。这些服务有： Please make up my room. 请打扫我的房间。 Extra supplies of linen. 额外的拖鞋。 Laundry/Dry cleaning collection. 洗衣/干洗衣物的收取。 Lost property. 财务丢失。 Extra bathroom amenities. 2 叶予舜 二〇一四年十二月