酒店前台沟通技巧.pptVIP

Say It Nicely Welcome to the “Say It Nicely” Training Objective The objective of this training is to equip our staff with a standardized way to explain to our guests when they encounter any guest complaints or enquiries. Contents Scenario(情景） Principles（原则） Do’s Don’ts Scenario 1 A guest with a reservation arrives at the hotel very early in the morning. He expects to get a room, get changed and then go out for his meeting but there are no vacant clean rooms available. How To Say It Nicely Remember, we shall never say... Sorry, we don’t have room now. Because the check-in time is at 2pm, you know?!... (If the guest questions why he cannot get a room immediately) Again, never say... But sir, because you come too early, the room is still dirty. I have already informed the housekeeping Dept. for you. Principles: Principle Please don’t say Principles If guest wants to see the manager, please don’t say... Principles Scenario 2 A guest arrives at the Front desk and you cannot locate the guest’s reservation. How to say it nicely Principles: Always look into the guest’s eyes. Be apologetic and sincere. Never say... Are you sure you made a reservation? I cannot find your name. Or: If you want to book a room, you should call our Reservation Dept. first. (If guest cannot provide confirmation number) Please don’t say... Don’t you know your confirmation number? Of course we have , but it costs RMBXXX a night. (If guest agrees, please say) (If the guest insists that he/she has made reservation but there is no room available...) Don’t say We are very busy, almost full every day. You should always make reservation in advance. Scenario 3 A guest arrives at the Front Desk and the room/bed type that he requested is not available. How to say it nicely Principles: Offer alternatives Mr XXX, do you mind taking a XXX room/bed? This room is just as nice as the room you have reserved and I can arrange a room for you on a higher floor. (Remember, give this alte