饭店情景英语（第二版）课件：Guest Service 客户服务

MajorContents前厅GuestService客户服务???Whatproducesasatisfiedguest?I.Leading-inBACKNEXTWhatproducesasatisfiedguest?Havingabeautifulhotelwithexcellentrestaurantsandnumerousfacilitiesisverynicebutit’snotenough.Wemusthavefriendly,courteousandefficientstafftoprovideservicetoourguests,thatistosay,tosatisfytheirneeds.Onlyinthatway,canweproducesatisfiedguests.Rememberahotel’sreputationcanbemadeorbrokenbytheattitudeandbehaviorofitsstaff.Theyareextremelyimportanttothesuccessofahotel.I.Leading-inPREV.BACK预定服务程序II.WorkingProcedureBACKNEXT延房程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT8.押金条和接待通知传收银签收,接待通知留底联存入相应文件夹。访问或来电的处理II.WorkingProcedurePREV.NEXT访问或来电的处理II.WorkingProcedurePREV.BACK(R:Receptionist

G:Guest)R:Goodevening.IsthatDr.LewisinRoom3206?G:Yes.R:ThisisReception,Dr.Lewis.Youcalledustoreportthat——yourTV/ACwasnotworking.——yourroomwasverycold.——youhavenotowelsinyourbathroom.——youcan’tsleepatnightbecauseyourneighborwasmakingabignoise.III.DialoguesBACKNEXTDialogue1

——itemsinyourroomarenotreplenished.G:Yes,that’sright.R:I’mcallingtocheckwhethertheproblemhasbeensolved,Sir.EitherG:Oh,yes,thankyou.Yourpeoplewerehere5minutesago.R:Good.Thankyou,Sir.Goodnight.G:Goodnightandthanks.III.DialoguesPREV.NEXTOrG:No,Ihaven’tseenanybodysinceIcalledyou.R:I’msorry,Sir.I’llcheckwith

——Engineering.

——Housekeeping.

——theAssistantManager.G:Wouldyou?Thankyou.R:Thankyou,Sir.I’llcallyoubackassoonasIcan.III.DialoguesPREV.NEXT(O:OperatorH:housekeeper

G:Guest)O:Goodmorning,GardenHotel.Angelaisspeaking.MayIhelpyou?G:Yes,Istayedinyourhoteltwodaysago.WhenIgothome,IfoundthatI’dleftmybaginthehotelroom.O:MayIaskwhoiscallingplease?Andyourtelephonenumber?G:It’sMaryLee,andmyphonenumberis81123456.III.DialoguesBACKNEXTDialogue2O:OK,Ms.Lee,pleaseholdonforasecond.I’lltransferyourcall(putyouthrough)tothemanageroftheHousekeepingDepartment.H:Housekeeping,Davidspeaking.Howareyou,Ms.Lee?G:Hi.IamreallyforgettingandI’veleftmybaginyourhotel.H:Don’tworry,Ms.Lee.Couldyoupleasedescribeyourbagandgivemeyourroomnumberplease?G:It’saredbagbrandedGucci.Theroomnumberwas2356.H:Isee.I’llcheckwhetherithasbeenfound,andI’llcallyouback.III.DialoguesPREV.NEXT(10minuteslater.)H:Goodmorning,Ms.Lee.I’mpleasedtotellyouthatyourbaghasbeenlocatedinyourguestroomandisnowinstorage.G:ThankGod!Mightyoubeabletosendittome?H:Absolutely!Ms.Lee.Pleasegivemeyouraddressandcreditcardnumbersothehotelcouldbillyoufortheshippingcharges.G:OK.Thanks.III.DialoguesPREV.BACK换房

在不影响客人舒适度的前提下,避免不必要的换房,可节约人力,节省成本。因涉及房费问题,除非因酒店售房紧张等原因,应尽量避免由较高价格房间换至较低价格房间。遇到此类情况,应报告大堂副理处理。1.接到客人换房要求,应询问房号,电脑查询客人姓名,礼貌询问换房原因。MayIhaveyourroomnumber,Sir/Madam?

先生/女士,请问您是哪个房间?Mr.××,isthereanythinguncomfortableinyourroom?××先生,请问您对房间有什么不满意吗?IV.TipsforServiceBACKNEXT2.可能是因小设施问题如灯泡坏了,或因客人不了解客房设施的使用方法,应先联系房务部。Mr.××,mayIsendaroomattendanttocheckitforyoufirst?××先生,请让我先联系房务部帮您检查一下好吗?3.电话通知宾客服务中心客人房号及问题,请对方尽快回复,做好电话记录。4.宾客服务中心回复问题解决后,致电客人以表示对此事的关注。Morning/Evening/Afternoon,Mr.××.Receptionist××isspeaking.Hastheproblemofyourroomsettledyet?IV.TipsforServicePREV.NEXT您好,××先生。我是前台接待××。现在房间问题解决了吗?5.宾客服务中心回复告知客人的问题确是需耗时较多的工程问题,如下水管堵塞、卫生间渗水等,则需换房。6.查询同类房间可售状况,锁定换房房号,致电客人表示歉意。Mr.××,wearedeeplysorryfortheinconveniences.WouldyoumindchangingtoRoom××?××先生,我们为给您造成的不便深表歉意。您介意换

到××房吗?7.若没有同类房间,应考虑升级开房,交由大堂副理处理。IV.TipsforServicePREV.NEXT9.收回旧房卡、钥匙。10.更新电脑资料,修改房号、房价,备注栏注明换房原因。11.接待通知分送收银、宾客服务中心签收。留底联存档。IV.TipsforServicePREV.BACKV.Words&ExpressionsBACKNEXTnumerousadj.许多的reputationn.名誉;声誉depositv.&n.存放;预付押金;定金

put...through接通电话brandv.&n.(加)商标;品牌

locatev.找到V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.AGuestReportsaLostItemR:_____________________________________________G:Yes,I’mpackingforcheck-outwhenInoticedthatmysunglasseswerenowheretobefound.SoI’mthinkingyoumighthelpmeout.R:_____________________Madam.____________________________G:Sure,Icheckedtheroomseveraltimes.Itmusthavebeentakenbythehousekeeperswhentheycollectedlinens.BACKNEXTGoodmorning,GardenHotel.MayIhelpyou?I’msosorrytohearthat,Haveyoucheckedroom?VI.ExercisesR:Don’t_____________________Couldyou_________________________________________G:MysunglasseswereredincolorandbrandedGucci.(Cashierisatthesametimehelpingtheladycheckingout