文档介绍：Aile Crown Holiday Hotel Shishi
我们是快乐的行李生
Bellboys in the Aile Crown Holiday Hotel Shishi 作为爱乐皇冠假日的行李员
Duties and the reason behind it.
你的职责
How to increase guest satisfaction!
如何让我们的客人更加满意?
Are you a Good Bell Staff? 你是一个合格的行李员吗?
当见到客人时
你面带微笑了吗?
Are you a Good Bell Staff? 你是一个合格的行李员吗?
酒店房间类型
各房型的价格
市内旅游景点
娱乐场所
酒店各部门管理人员
常用电话号码
。。。。。。。。
Rooming a guest 指引客人进房间
Why is this one of the most important tasks of the bellboy?
为什么这是行李员的一项重要工作?
What are you suppose to do?
你应该如何做?
What should you mention during the rooming process?
在指引客人进房间的过程中你应介绍哪些内容?
Why is this one of the most important tasks of the bellboy? 为什么这是行李员的一项重要工作?
Contact 与客人建立良好的接触
Security 客人的安全
Information 给客人提供必要的信息
Sales 适时销售酒店设施
Guest Satisfaction 让客人满意
Luggage 帮助客人运送行李
Maybe Tips 也许。。小费?
Contact 与客人建立良好的沟通
前线员工与客人的良好接触,会使的客人感到我们对他的欢迎与关注
The initial contact with Hotel staff is very important as the guest gets the feeling of being e and cared for.
称呼客人姓名,会使他感到高兴
Use the guests name.
询问客人旅途情况
Ask the guest about his trip.
尝试找出客人的其他要求
Try to find out additional requirements
以热情、友善、专业的标准与客人沟通
Be friendly, warm and professional.
仔细聆听客人的要求,你会找到可能的销售机会
Listen carefully to the guests needs. There might be a lot of Sales leads mentioned by the guest.
Security 客人的安全
当带领客人去房间的路上要介绍消防通道的位置
When rooming a guest, fire exits must be pointed out.
也要指示灭火器的位置
Fire extinguishers must be pointed out.
Information 提供信息
为客人提供关于餐厅、商务及健身中心的一些信息。
Information about Restaurants, Breakfast, Business, Fitness Center has to be given.
为客人介绍一些特别的促销活动。
Special Promotions have to be mentioned.
为客人介绍火警逃生、迷你吧台、
天气预报、灯光控制及床头灯控制
开关、干/湿洗衣服务、电视系统等
Fire exit & instructions, Mini-bar, Climate control, Light switches & bedside control, Laundry/dry cleaning supplies, Television system
别让客人看上去象这样!
Don’t let the guest look like this!
Sales 适时销售酒店设施
在带房过程中,
你可以适时
销售些什么?
What could you sell
during the rooming process?
餐厅 Restaurants
房间 Rooms
车辆 Transportation
礼品店 Kiosk
其它服务(鲜花服务)
other Services (