铂尔曼餐饮培训.ppt

Hostess Training- Telephone Etiquette 迎宾培训- 电话礼仪 Taking a reservation 为客人作预定 Do not forget to advise the guest of the following: 不要忘记提醒客人如下信息 Dress code for the particular restaurant 特殊餐厅的着装要求 Confirmation number 确认的联系方式 Table will be held for 30 minutes 桌子将保留30分钟 Repeat all reservation details to the guest 重复所有预定信息 Thank the guest use guest name for making the reservation with the Say : “We are looking forward to your visit, have pleasant day” 使用客人姓名感谢客人致电部门名称说我们期待您的光临，祝您有愉快地一天 Hostess Training- Telephone Etiquette 迎宾培训- 电话礼仪 Standard Phrases 标准短语 Put a guest on hold，You can use the following words 需要客人在线上等候时，你可以使用如下短句 “May I put you on hold?” 请您在线稍等一下好吗？ “Would you mind holding a second?” 请问您是否介意在线上稍等一会儿呢？ Releasing the hold button， You can use the following words 当等候结束时，你可以使用如下短句 “Thank you for holding.” 感谢您的等待 “My apologies for keeping you on hold.” 非常抱歉让您在线上久候 Hostess Training- Telephone Etiquette 迎宾培训- 电话礼仪 Standard Phrases标准短语 Transferring a guest 为客人转接电话时 “May I transfer your call to my colleague from . He/she will be able to assist you with your request immediately.” 请问我可以将您的电话转接至部门名称的同事姓名吗？他/她将根据您的要求为您提供相应的服务 Hostess Training- Telephone Etiquette 迎宾培训- 电话礼仪 Standard Phrases标准短语 Reconfirming a reservation 和客人再次确认预定 “Good Morning / Afternoon / Evening, Ms/ Mr Name of guest. My name is from in Pullman, Kunshan, We are holding a reservation for you in our for today at for persons in the section. I am calling to reconfirm your reservation. May we welcome you tonight?” “早上好/下午好/晚上好，客人姓名先生/女士，我是昆山铂尔曼酒店餐厅名字的员工名字，我们为您在今天时间在靠窗或吧台用您的名字定好了位子，您的客人人数是**。致电给您是再次确认所有细节，感谢您的宝贵时间，期盼您今晚的到来” Hostess Training- Telephone Etiquette 迎宾培训- 电话礼仪 Standard Phrases标准短语 Reconfirming a reservation eg. 和客人再次确认预定的例子 ”Good Afternoon, Mr. Teo. My name is Heidi, calling from Pullman Kunshan. We are holding a reservation for you in our restaurant tonight at 20.00 hrs for 4 people by the window section. I am calling to reconfirm your reservation. Ma