酒店前台沟通技巧

SayItNicelyWelcometothe“SayItNicely”TrainingObjective•Theobjectiveofthistrainingistoequipourstaffwithastandardizedwaytoexplaintoourguestswhentheyencounteranyguestcomplaintsorenquiries.Contents•Scenario(情景）•Principles（原则）•Do’s•Don’tsScenario1•Aguestwithareservationarrivesatthehotelveryearlyinthemorning.Heexpectstogetaroom,getchangedandthengooutforhismeetingbuttherearenovacantcleanroomsavailable.•Mr.XXX,I’msorrytoinformyouthattheroomisnotreadyatthemoment.However,I’llinformtheHousekeepingDepartmenttorushtheroomforyourightawayanditwilltakeapproximately45mins.Principles:•Alwayslookintotheguest’seyes•BeapologeticandsincereHowToSayItNicelyRemember,weshallneversay...•Sorry,wedon’thaveroomnow.•Becausethecheck-intimeisat2pm,youknow?!...•I’msorryfortheinconveniencecaused.Thehotelwasquitefulllastnightandmanyguestshavejustcheckedout.Alotofroomsareundercleaningalreadyandwewillgiveyouthefirstroomavailable.Principles:•Explainpolitely,withasmile(Iftheguestquestionswhyhecannotgetaroomimmediately)Again,neversay...•Butsir,becauseyoucometooearly,theroomisstilldirty.•IhavealreadyinformedthehousekeepingDept.foryou.Offeralternatives（选择）Ifyouwouldliketogetchanged,youmayusetheFitnessCenteronthe1/Fwhereshowerandchangingroomfacilitiesareavailable.Principles:PrincipleOfferotheralternatives（选择）ifthefirstonedosenotseemappropriate.Or,PerhapsyouwouldliketohaveacupofcoffeeinourlobbyloungeandI’llletyouknowimmediatelyoncetheroomisready.Pleasedon’tsay•Youcanwaitthereorhaveacupofcoffeeinlobbylounge.Iftheguestasksisitcomplimentary...•No,youhavetopay.PrinciplesOfferadvancedserviceMr.XXX,maywestoretheluggageforyouinthemeantime?Wewillsendittoyourroomonceitisready.Ifguestwantstoseethemanager,pleasedon’tsay...•Themanagerisnowinameeting.•GMisofftoday.•Ifyouareinahurry,youcantryShangri-laorSheraton.Theyarenotsobusy.ButIdon’tthinktheywillhavearoomforyou.PrinciplesThankguestSorryabouttheinconvenienceandthankyouforyourunderstandingScenario2•AguestarrivesattheFrontdeskandyoucannotlocatetheguest’sreservation.Howtosayitnicely•Sir/Madam,I’msosorrytokeepyouwaiting.I’mafraidwecouldn’tlocateyourbooking.Wouldyoubyanychancehaveaconfirmationnumber?Principles:•Alwayslookintotheguest’seyes.•Beapologeticandsincere.Neversay...•Areyousureyoumadeareservation?Icannotfindyourname.Or:•Ifyouwanttobookaroom,youshouldcallourReservationDept.first.(Ifguestcannotprovideconfirmationnumber)•That’sal-rightsir,wedohaveroomsavailabletodayatUS$XXXpernight.PrinciplesExplainpolitely,withasmile.Pleasedon’tsay...•Don’tyouknowyourconfirmationnumber?•Ofcoursewehave,butitcostsRMBXXXanight.(Ifguestagrees,pleasesay)•MayIhaveyourpassportforregistration?(Iftheguestinsiststhathe/shehasmadereservationbutthereisnoroomavailable...)•Onemomentplease.Iwillgetmysupervisortohelpyou.Principles:•Seekforhelp.•Neverarguewiththeguest.Don’tsay•Weareverybusy,almostfulleveryday.Youshouldalwaysmakereservationinadvance.Scenario3•AguestarrivesattheFrontDeskandtheroom/bedtypethatherequestedisnotavailable.HowtosayitnicelyMr.XXX,I’msorrythattheroom/bedtypeyourequestedisnotavailableastodaywehavequitealotofrequestsforthesametypeofroom/bed.Principles:Apologizeandlooksincere.Principles:Offeralternatives•MrXXX,doyoumindtakingaXXXroom/bed?ThisroomisjustasniceastheroomyouhavereservedandIcanarrangearoomforyouonahigherfloor.(Remember,givethisalternativeonlyifsureyouhaveoneavailable)•Youmustbetiredafteralongjourney.Wouldyouliketotakethisroomtonightandifyoudon’tfeelcomfortable,pleaseletusknowtomorrowandwecanalwaysarrangearoomchangeforyou.Whatisforbidden（禁止的）tosay...•Becauseyoumakethereservationverylate.Wedonothavethiskindofroom/bedanymore.NowwehaveonlyXXXroom/bed.•DidyoutelltheReservationsstaff?Norecords…nothinghere.•Theymustforget.Italwayshappens.•Anyway,wedonothavethiskindofroomanymore.Alwaysremembertosay…•Mr.XXX,sorryaboutthatonceagainandhaveanicestaywithus.Principles:•ThankguestforhisunderstandingScenario4•AnAdvancePlusmemberischeckinginbutcannotprovideavalidA+voucher.Howtosayitnicely•Mr.XXX,I/msorrybutthisvoucherhasalreadyexpired.WouldyouliketotakethespecialrateforCATHmemberswhichisUSxx?•Imaygiveyouaroomfirst,Mr.XXX,andyoucanprovideusanothervoucherbeforecheck-out,otherwisetheroomratefortodaywillbeUS$XXX.Wouldthisbeacceptabletoyou?Principles:Smile,donotgivetheimpressiontotheguestthathehasdonesomethingwrong.Itisanightmare（噩梦）totheguestifwesay...•Whydon’tyoucomeearlier?It’salreadyexpired.Wecannotacceptit.•Iwillgiveyouaroom,butIhavetotellyouthattherateisRMBXXX.•Youshouldhavereaditcarefullywhenyouboughtthecard.(Iftheguestinsists（坚持）tousethatvoucher,weshall...)•OurA+cardstaffwouldbepleasedtoassistyouwithmoredetails.Wouldyoupleasewaitamoment.Thankyou!Principles:•CallA+stafftohelp.•Neverarguewiththeguests.Scenario5•AnangryguestcallstheFrontDeskfromtheroomanddemandedtotalktothemanager.Howtosayitnicely•IftheAsstManagerisaroundandtheguestdoesnotwanttospeaktoyou:•Sir,Mam,isthereanythingIcandoforyou?CertainlySir,pleaseholdthelineandI’llputyouthroughtoourAsstManagerrightaway.•IftheDutyManagerisnotaround:•Sir/Madam,I’mafraidtheDutyManageri