文档介绍：Say It Nicely
e to the
“Say It Nicely” Training
Objective
The objective of this training is to equip our staff with a standardized way to explain to our guests when they encounter any plaints or enquiries.
Contents
Scenario(情景)
Principles(原则)
Do’s
Don’ts
Scenario 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 sincere
How To Say It Nicely
Remember, 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 e 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:
Principle
Offer 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.