金陵苏源大酒店新员工入职培训.ppt

* If a guest explains something: If you agree, you can say: “That’s true.” “Yes, exactly.” “I agree.” If you are surprised at what you hear, you can say: “Really? How/ very interesting.” “ Is that so? * When a guest is embarrassed because he is slow and clumsy (or handicapped): Say: “Please take your time, sir/madam. There’s no hurry.” ?“Don’t worry, sir/madam. We’ll see to it.” (We’ll clean it up. Etc.) * When you break into the guests’ conversation: “Excuse me, sir, may I have your membership card (credit card/ room number), please?” “Excuse me for interrupting.” “May I take up a few moments of your time?” “May speak to you for a moment sir/ madam?” Afterwards, say: “Sorry to have bothered you, madam.” * When a gust asks you to hurry up. Say:“Thank you for waiting. I’ll see to it right away.” * Guests demanding service: You can only serve one person at a time, so say pleasantly (Smiling): “May I ask who’s next, please?” “I’ll be with you in a moment, sir/madam.” (to the guest who is still waiting) If the guest breaks a queue to demand service, say: “I’m sorry, I must take each guest by turn, sir/madam. I’ll be with you as soon as possible.” * On picking up a telephone for an incoming call: Answer with a smile in your voice: “Good morning /afternoon / evening, Reservation (department etc.) May I help you?” If a guest wants an outside line, say: “Please dial 0 first, sir.” * Handling mistakes: Say: “ I’m very sorry. There could have been a mistake. I do apologize.” “I’m sorry, sir/madam. I’ll look into the matter at once.” “Thank you for waiting.” * Accepting complaints / criticism: Say: “Thank you for telling us, madam. It won’t happen again, Please accept our apologies. I will let the person in charge know.” * When you don’t understand: Say: “ I’m sorry would you please repeat it?” “I’m sorry, I don’t quite understand. Should I get the manager?” “I beg your pardon, sir/madam.” If the guest doesnt understand you, say: “May I show you, please?” *