酒店推介购物服务标准操作(中英版).docxVIP

酒店推介购物服务标准操作 GJEST EXPECTATION客人期望： I expect that hotel staff can recommend suitable shopping centers to meand refer me to local specialty shops in accordance with my requests. 我希望酒店员工能为我推荐宜人的购物中心，按我的请求向我推荐当地特色商店。 Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要？ Answers 回答: Wemust recommend a nice shopping center to our guests as well as being able to know specialty shops. 我们必须向客人推荐一个宜人 的购物中心并让客人能了解我们的特色商店。 Increase guest satisfaction. 提高客人满意度。 Demonstrate my professionalism. 展示我的职业道德。 Assist guests with special request. 处理客人特殊请求 STEPS步骤 How / Standards 标准 1) Shopping recommendations 购物推存 Ask guests what they are looking for and try to find out the estimated budget from the guest. 询问客人他们想要什么并设法获取客人的购物预算 值。 Give the guest a map and indicate the store locations. 给客人一张地图并给客人指出商店位 置。 Be sure to give accurate addresses along with stores hours of operation. 确保商店地址 及营业时间无误。 Offer the guest any discount cards if applicable. 如果可以的话，给客人提供打折卡。 If the guest has limited time, shopping arrangements can be organized. 如果客人时间的 有限，可以组织购物活动。 Offer Transportation. 提供交通服务。 Summary questions 问题小结： Why do we need to find out about our guest needs and their budget? 为什 么我们需要弄清客人需求及他们的购物预算？ Why do we need to provide a map to guests as well as the correct address? 我们需要向客人提供一张地图和无误的地址吗？ Can we offer a limousine? 我们能提供轿车服务吗？ 奖品名称：500万U豆体验卡 卡号:50Dd4fea7001 everage D、stain 7、 The words below equals to one another except (). A、the high season B 、the busy season C 、the peak season D. the off season 8、 Sichuan cuisine is () and contains chili. A、sour B 、sweet C、hot D 、salty 9、 The word cuisine means ().. A、热辣的B、菜系C、苦干的D、大堂吧 10、 The word a miscalculation refers to () A、确认 、算账、算错账C、结账 、算账 、算错账 11、The word party in our book refers to A、 随行人员、 聚会 C、 聚会 、党员 12、 PC is short for A、 potato chips B portable computer C 、personal computer D 、both B and C 13、what should the reservation clerk says first when he/she answers the phone? A、Reservatons, may I help you? B 、welcome to our ho