酒店前台沟通技巧.ppt

Say It NicelyWelcome to the “Say It Nicely” TrainingObjective• The objective of this training is to equip our staff with a standardized way to explain to our guests when they encounter any guest complaints or enquiries.Contents• Scenario(情景） • Principles（原则） • Do’s • Don’tsScenario 1• A guest with a reservation arrives at the hotel very early in the morning. He expects to get a room, get changed and then go out for his meeting but there are no vacant clean rooms available.• Mr. XXX, I’m sorry to inform you that the room is not ready at the moment. However, I’ll inform the Housekeeping Department to rush the room for you right away and it will take approximately 45 mins. Principles: • Always look into the guest’s eyes • Be apologetic and sincereHow To Say It NicelyRemember, we shall never say.• Sorry, we don’t have room now.• Because the check-in time is at 2pm, you know?!.• I’m sorry for the inconvenience caused. The hotel was quite full last night and many guests have just checked out. A lot of rooms are under cleaning already and we will give you the first room available. Principles: • Explain politely, with a smile(If the guest questions why he cannot get a room immediately)Again, never say.• But sir, because you come too early, the room is still dirty.• I have already informed the housekeeping Dept. for you.Offer alternatives（选择）If you would like to get changed, you may use the Fitness Center on the 1/F where shower and changing room facilities are available.Principles:PrincipleOffer other alternatives（选择） if the first one dose not seem appropriate.Or, Perhaps you would like to have a cup of coffee in our lobby lounge and I’ll let you know immediately once the room is ready.Please don’t say•You can wait there or have a cup of coffee in lobby lounge.If the guest asks is it complimentary. •No, you have to pay.PrinciplesOffer advanced serviceMr. XXX, may we store the luggage for you in the meantime? We will send it to your room once it is ready.If guest wants to see the manager, please don’t say.•The manager is now in a meeting.•GM is off today.•If you are in a hurry, you can try Shangri-la or Sheraton. They are not so busy. But I don’t think they will have a room for you.PrinciplesThank guestSorry about the inconvenience and thank you for your understandingScenario 2• A guest arrives at the Front desk and you cannot locate the guest’s reservation.How to say it nicelySir/Madam, I’m so sorry to keep you waiting. I’m afraid we couldn’t locate your booking. Would you by any chance have a confirmation number?Principles: Always look into the guest’s eyes. Be apologetic and sincere.Never say.• Are you sure you made a reservation? I cannot find your name. Or: • If you want to book a room, you should call our Reservation Dept. first.(If guest cannot provide confirmation number)•That’s al-right sir, we do have rooms available today at US$ XXX per night.PrinciplesExplain politely, with a smile.Please don’t say.• Don’t you know your confirmation number?• Of course we have , but it costs RMBXXX a night.(If guest agrees, please say)•May I have your passport for registration?(If the guest insists that he/she has made reservation but there is no room available.)•One moment please. I will get my supervisor to help you.Principles:•Seek for help. •Never argue with the guest.Don’t say• We are very busy, almost full every day. You should always make reservation in advance.Scenario 3• A guest arrives at the Front Desk and the room/bed type that he requested is not available.How to say it nicelyMr. XXX, I’m sorry that the room/bed type you requested is not available as today we have quite a lot of requests for the same type of room/bed.Principles:Apologize and look sincere.Principles:Offer alternatives• Mr XXX, do you mind taking a XXX room/bed? This room is just as nice as the room you have reserved and I can arrange a room for you on a higher floor. (Remember, give this alternative only if sure you have one available)• You must be tired after a long journey. Would you like to take this room tonight and if you don’t feel comfortable, please let us know tomorrow and we can always arrange a room change for you.What is forbidden（禁止的） to say.• Because you make the reservation very late. We do not have this kind of room/bed anymore. Now we have only XXX room/bed. • Did you tell the Reservations staff? No records…nothing here. • They must forget. It always happens. • Anyway, we do not have this kind of room anymore.Always remember to say…•Mr. XXX, sorry about that once again and have a nice stay with us.Principles:•Thank guest for his understandingScenario 4• An Advance Plus member is checking in but cannot provide a valid A+ voucher.How to say it nicely• Mr. XXX, I/m sorry but this voucher has already expired. Would you like to take the special rate for CATH members which is USxx? • I may give you a room first, Mr. XXX, and yo。