如何处理客人询问 .ppt

前言Introduction 在京津新城凯悦酒店，员工是热情的， 并向客人提供优质满意的服务。 At Hyatt Regency Jing Jin City Resort and Spa, the staff is enthusiastic and the service is well presented and delivered. 一个关键的因素是我们品牌的承诺随时向客人 提供优质的服务并超越客人的满意度 。 An important factor is brand promise to be delivered and exceptional guest service to be provided at all times. . 前言Introduction 这表示我们一定要确保提供给客人准确的信息。 That means that we must ensure that accurate information is to be delivered to the guest . 目标Objective 到此课程结束时，我们的目标是要确保你学会 “如何处理客人询问”， 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 Guest Inquiry” with Confidence, and according to our defined Standards. 有问题吗？ Any Questions? 标准检查Checking the Standards 问 :什么是对客服务基本要点？ What are the basic guest service standards? 问 :当客人向柜台走来的时候，应该怎样问候客人？ What do we say when we see a guest approaching the counter? 问 :我们需要了解哪些酒店产品知识？ What should we know about our resort? 问 :回答客人问题的标准是什么？ What is the standard when we answer guest questions? 标准检查Checking the Standards 问 :当我们无法立即回复时要怎么说？ What should we say if we are not able to provide the answer right away? 问 :我们要获取客人的哪些信息？ What contact information shall we obtain from the guest? 问 :什么情况下需要记录客人需求？ What situation do we need to record the guest’s request? 问 :记录客人需求时，有哪些要点？ What information should we obtain when we record the guest’s request? 标准检查Checking the Standards 问 :在多长时间内回复客人？ How long should be taken to get back to the guest ? 问 :如何提供进一步的服务并向客人道别？ How do we offer further assistance and bid farewell to the guest? 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 TOP20 is this task referred to? 标准检查Checking the Standards * 嘉宾轩模块 REGENCY CLUB MODULE “ 如何处理客人询问 ” “ How to Handle Guest Inquiry ” RC-01-06 1.问候客人  Greet the Guest 什么是对客服务基本要点？ What are the basic guest service standards? 发自内心的微笑 Smile like we really mean it 建立良好的目光接触 Establish good eye contact 保持身姿端正 Maintain good body posture 口齿清晰，语速适中