酒店管理会所 香格里拉客房部开业筹备运营指南

ScenarioHSP-1模拟情景客房-01Re:ShoeShineService擦鞋服务-您给客房服务员打电话说需要擦鞋服务Evaluation:评估DidourHousekeepingStaff:我们的客房服务员是否:YesNo是否1Pressthedoorbellproperly?()()正确地按响客房门铃?2Greetyoubyname?()()称呼您的姓？3Introducehimself/herself?()()介绍他/她自己？4Smile?()()面带自然微笑？5Establisheyecontact?()()有眼神接触?6Lookpresentable?()()看上去很专业?7Useappropriatelanguageincommunicationwithyou?()()使用得当的语言与您进行沟通交流?8Offershoeshineservice?()()提出为您进行擦鞋服务?9Wishyouapleasantstay?()()祝您入住愉快?10Makehimself/herselfavailablewhenneeded?()()提出随时愿意为您服务?11Howwouldyouratethisexperience?Why?您如何评价此经验？为什么？__________________________________________________________________________________________________________________________________________________________Othercomments:其它建议：__________________________________________________________________________________________________________________________________________________________GuestName:Date：客人姓名：日期：.ScenarioHSP-02模拟情景客房-02Re:Borrowshoe–brushandshoemat向客房服务员借用鞋刷和鞋垫Evaluation:评估DidourHousekeepingStaff:我们的客房服务员是否:YesNo是否1Greetyoubyname?()()称呼您的姓？2Introducehimself/herself?()()介绍他/她自己？3Smile?()()面带自然微笑？4Offershoeshineservice?()()提出为您进行擦鞋服务?5Handletherequestefficiently?()()高效率地为您解决问题?6Howwouldyouratethisexperience?Why?您如何评价此经验？为什么？__________________________________________________________________________________________________________________________________________________________Othercomments:其它建议：__________________________________________________________________________________________________________________________________________________________GuestName:客人姓名：Date：日期：ScenarioHSP-03模拟情景客房-03Re:Placedirtyshoesinbathroom把脏的鞋子放在浴室Evaluation:评估DidourHousekeepingStaff:我们的客房服务员是否:YesNo是否1Offershoeshineservice?()()提出为您进行擦鞋服务?2Howwouldyouratethisexperience?Why?您如何评价此经验？为什么？__________________________________________________________________________________________________________________________________________________________Othercomments:其它建议：__________________________________________________________________________________________________________________________________________________________GuestName:客人姓名：Date：日期：ScenarioHSP-04模拟情景客房-04Re:Complainshoeshineservicedidnotprovide投诉没提供擦鞋服务Evaluation:评估DidourHousekeepingStaff:我们的客房服务员是否:YesNo是否1Didtheordertakeranswerthephonewithin3rings?()()听单员是否在铃声响三声内接起电话?2Handlethecallcourteously?()()有礼貌得处理您的来电?3Speakinapleasantandwell-modulatedvoice?()()在讲话时令人感觉愉悦,语量适中?4Useyournameduringtheconversation?()()在交谈中使用您的姓?5Didasincerelyapologize?()()向您表示真诚的道歉?6Offershoeshineserviceimmediately?()()向您立即提议擦鞋服务?7Handletherequestefficiently?()()高效率地处理您的要求?8Howwouldyouratethisexperience?Why?您如何评价此经验？为什么？__________________________________________________________________________________________________________________________________________________________Othercomments:其它建议：__________________________________________________________________________________________________________________________________________________________GuestName:客人姓名：Date：日期：ScenarioHSP-05模拟情景客房-05Re:GuestcallHousekeepingtorequestaflowervase客人打电话给客房要一个花瓶Evaluation:评估DidourHousekeepingStaff:我们的客房服务员是否:YesNo是否1Didtheordertakeranswerthephonewithin3rings?()()听单员是否在铃声响三声内接起电话?2Handlethecallcourteously?()()有礼貌得处理您的来电?3Speakinapleasantandwell-modulatedvoice?()()在讲话时令人感觉愉悦,语量适中?4Useyournameduringtheconversation?()()在交谈中使用您的姓?5Handletherequestefficiently?()()高效率地处理您的要求?6Thankyouforyourcalling?()()感谢您的来电?7Howwouldyouratethisexperience?Why?您如何评价此经验？为什么？__________________________________________________________________________________________________________________________________________________________Othercomments:其它建议：__________________________________________________________________________________________________________________________________________________________GuestName:客人姓名：Date：日期：ScenarioHSP-06模拟情景客房-06Re:GuestcallHousekeepingtorequestaflowervase客人打电话给客房要一个花瓶Evaluation:评估DidourHousekeepingStaff:我们的客房服务员是否:YesNo是否1Didtheordertakeranswerthephonewithin3rings?()()听单员是否在铃声响三声内接起电话?2Handlethecallcourteously?()()有礼貌得处理您的来电?3Speakinapleasantvoice?()()在讲话时令人感觉愉悦,语量适中?4Useyournameduringtheconversation?()()在交谈中使用您的姓?5Handletherequestefficiently?()()高效率地处理您的要求?6Thankyouforyourcalling?()()感谢您的来电?7Howwouldyouratethisexperience?Why?您如何评价此经验？为什么？__________________________________________________________________________________________________________________________________________________________Othercomments:其它建议：__________________________________________________________________________________________________________________________________________________________GuestName:客人姓名：Date：日期：ScenarioHSP-07模拟情景客房-07Re:GuestcallHousekeepingOfficetorequest2towels客人打电话给客房要2条毛巾Evaluation:评估DidourHousekeepingStaff:我们的客房服务员是否:YesNo是否1Didtheordertakeranswerthephonewithin3rings?()()听单员是否在铃声响三声内接起电话?2Handlethecallcourteously?()()有礼貌得处理您的来电?3Speakinapleasantvoice?()()在讲话时令人感觉愉悦,语量适中?4Useyournameduringtheconversation?()()在交谈中使用您的姓?5Handletherequestefficiently?()()高效率