FrontOfficeTraining1.docVIP

Guest’s arrival and check-in 客人抵达与登记入住 Build guest loyalty by making a great first impression welcoming and making the guest feel at home. 良好第一印象，使客人有宾至如归感，才能有客户忠诚度 Bellboy is the first contact for the guest with the hotel. 门卫是酒店与客人接触的第一名片 Open car door if applicable and welcome the guest by smiling and saying: “ Welcome to Valley View Hot Spring resort”. 如果可以的话，打开车门，并微笑着对客人说：“欢迎来到望谷温泉度假村酒店” Then proceed to carry all luggage, starting with women’s and older person’s luggage first. Open main door and let guest enter in front of you. Direct them with an open palm to the check-in counter. 然后帮客人提行李，先是女士跟老人的行李。打开主门，让客人先于你进入。引导他们都到前台 6 steps for guest check-in 登记入住6部曲 Greet me 1- 问候 Welcome me 2- 欢迎 Inform me 3- 告知 Direct me 4- 引导 Thank me 5- 感谢 Call me 6- 打电话 Greet me 问候 Make sure to greet every guest who enters your area with “good morning”, “good afternoon’ or “good evening” 确保能给每位客人问候，说“早上好”，“下午好” 或者“晚上好” Ask “how may I help you? 询问“我该怎么帮助您？” Welcome me 欢迎 Look up the guest reservation and determine whether or not they have stayed at the hotel before 查阅以往记录，确定客人之前是否在酒店住过 If the guest has stayed at the hotel before, acknowledge that and welcome them back by saying: “Welcome back to Valley View Hot Spring Resort” 如果客人之前在酒店住过，对此表示感谢，“欢迎再次光临望谷酒店” If you cannot tell if the guest has stayed at the hotel before, find out by simply saying: “Welcome to Valley View Hot Spring Resort, have you stayed with us before?” 如果不能确定的话，可以简单说：“欢迎来到望谷酒店，能之前到这住过吗？” Inform me 告知 Even if the guest has stayed at the hotel, tell them about at least 3 features of our hotel. 即使客人之前在酒店住过，也要至少告诉他酒店的3个特色 Choose any of the following amenities or dining options based on the guest type: 根据客人类型，告知客人有如下娱乐设施或者就餐选择： Pool area and hours 泳池区以及开放时间 Chinese restaurant and western restaurant area and hours 中西餐厅以及开放时间 Free Wi-Fi area 免费无线网络区域 Hot spring area 温泉区 Spa 水疗 Green bicycle map 自行车绿道图 Local attractions 地方景点 Be prepared to answer questions the guest may have about the hotel or local area. 充分准备，回答客人可能提出的关