凯悦前厅接待避免客人投诉7个关键.pptVIP

7 Keys a day, Keeps complain away(Reception) Key 1: M.S.G Make eyes contact Smile Greeting guest 7 Keys a day, Keeps complain away(Reception) Key 2: Address guest name twice (While you confirm the reservation and departure time, or ask business card) 7 Keys a day, Keeps complain away(Reception) Key 3: Ask for preference (Kind of room category: Smoking room or high floor, King bed etc ) 7 Keys a day, Keeps complain away(Reception) Key 4: Ask for business card (Update guest history is one of our Grand Service Standard) 7 Keys a day, Keeps complain away(Reception) Key 5: Must ask check out time and transportation arrangement (Key points on the Hotel IQ report, it will easily control our room sale for next day) 7 Keys a day, Keeps complain away(Reception) Key 6: Only point out the rate and room number (Remember do not announce the room number verbally as security reason) 7 Keys a day, Keeps complain away(Reception) Key 7: Wish and escort to the elevator (FO standard phrase and introduce how to use the key in the elevator) 7 Keys a day, Keeps complain away(Cashier) Key 1: M.S.G Make eyes contact Smile Greeting guest 7 Keys a day, Keeps complain away(Cashier) Key 2: Collect the room key from guest (Standard check out procedure) 7 Keys a day, Keeps complain away(Cashier) Key 3: Confirm the guest name (Prevent guest announce the wrong room number) 7 Keys a day, Keeps complain away(Cashier) Key 4: Ask mini bar and in room safety box (Our Grand Service Standard) 7 Keys a day, Keeps complain away(Cashier) Key 5: Inquire guest satisfaction (While you printing bill for guest) 7 Keys a day, Keeps complain away(Cashier) Key 6: Luggage assistance and transportation arrangement (Remind guest luggage will be hold or collect and explain the where is Limo lord , if have) 7 Keys a day, Keeps complain away(Cashier) Key 7: Offer farewell (Use FO standard phrase, fulfill our service standard) * *