如何处理非嘉宾轩客人使用休闲厅 (2).ppt

前言Introduction 在京津新城凯悦酒店，XXX。 At Hyatt Regency Jing Jin City Resort and Spa, XXX. 一个关键的因素是XXX 。 An important factor is XXX . 前言Introduction 这表示我们一定要确保XXX。 That means that we must ensure that XXX. 目标Objective 到此课程结束时，我们的目标是要确保你学会 “如何处理非嘉宾轩客人使用休闲厅 ”， 并按照酒店标准实践。 By the end of this Session, our Objective is to ensure that you have learned “How to handle Non – Regency Club Guest using the lounge ” with Confidence, and according to our defined Standards. 有问题吗？ Any Questions? 如何问候客人？ How to greet the guest ? “先生/小姐，早上/下午/晚上好,欢迎光临嘉宾轩休闲厅。” “Good morning / afternoon / evening, Sir/Madam. Welcome to the Regency Club Lounge .” 标准检查Checking the Standards 问 :如何问候客人？ How to greet the guest ? 问 :获取哪些客人信息？ What guest information should be obtained? 问 :为什么要核对客人信息？ Why do we check guest information? 问 :哪些客人可以使用休闲厅？ Who is entitled to use the Regency Club Lounge ? 标准检查Checking the Standards 问 :非嘉宾轩客人要使用休闲厅我们该如何做? What do we do if the guest does not have the privilege to use the lounge? 问 :嘉宾轩客人可否邀请其他客人使用休闲厅？ Can Regency Club guests bring their guests to use the lounge? 问 :开餐时间我们和客人说什么？ What do you say to guest during the meal period? 问 :闭餐时间我们和客人说什么？ What do you say to the guest during the non-meal period? 标准检查Checking the Standards 问 :嘉宾轩客人邀请多于两位客人使用休闲厅，我们怎么做？ What do you do if a Regency Club guest invites more than two guests to use the lounge? 问 :如果店外客人先于嘉宾轩客人到达休闲厅，我们怎么做？ What do we do if an outside guest arrives earlier than the Regency Club guest? 问 :我们怎样和嘉宾轩客人说？ What do you say to the Regency Club guest? 问 :如果嘉宾轩客人同意，我们怎么做？ What do we do if the Regency Club guest agrees? 标准检查Checking the Standards 问 :如果店外客人点饮品，我们怎么做？ What do we do if the outside guest orders drinks? 问 :我们离开时怎样向客人表达祝愿？ How do we leave the table? 问 :请问此项工序与房务部经典20条中的哪一项相关？ Which item of Rooms Top 20 is this task referred to? 标准检查Checking the Standards Q. What do you do if the guest does not have privilege to use the lounge? Q. What do you say to the guest