香格里拉前厅部开业筹备运营指南.docVIP

Scenario FD-1 模拟情景 前台- 1 Re: Front Office Simulation Exercise – No Show. 前台情景模拟练习――――预订客人未到 You are scheduled to arrive on ______________, but did not show up for check in. Your room reservation intentionally will be left as “No Show”. You will only check in on __________ at ___________hrs and insist that your reservation is for ___________ only. 您预订在 日入住酒店，但您没来，您的预订已被改成未到状态,而您又在 日 时来到酒店入住，并坚持说您的预订是在 日 时。 Evaluation: Yes No 评估： 是 否 Did the GSA resolve the “Slight Confusion”? ( ) ( ) If not, why? 宾客服务员是否解决了这个“小问题”？如果没有，为什么？ _______________________________________________ Did the GSA handle your concern in a polite, friendly and ( ) ( ) professional manner? 宾客服务员是否以礼貌、和蔼而专业的态度处理此事？ Did the GSA apologize for letting you wait and/or the inconvenience? ( ) ( ) 宾客服务员有没有为对您造成的不便向您道歉？ 4 How long did the GSA take to complete your check in? ( ) ( ) 宾客服务员用了多长时间为您完成办理入住手续？ Excellent Good Fair Below Poor Average 优 好 一般 差 劣 5 How would you rate the handling skills of the GSA? ( ) ( ) ( ) ( ) ( ) 您对员工的处理技巧如何评价？ 6 How would you rate this experience? Why? ( ) ( ) ( ) ( ) ( ) 您如何评价此经验？为什么？ _____________________________________________________________________________________ _____________________________________________________________________________________ Other comments: 其它建议： _____________________________________________________________________________________ _____________________________________________________________________________________ Guest Name: Date: 客人姓名: 日期: Scenario FD-2 模拟情景