Makingroomreservationwho:Reservationclerk/reservationistWorkingplace:atthefrontoffice/desk;attheregistrationdesk;atthereceptiondeskWayofreservation:bytelephoneorwalkinServiceProcedure服務(wù)流程1.Greettheguest----Mr.,Mrs.,Ms.,sir,madam,ladiesandgentlemen,thatlady,theladywithyou,thegentlemanwithyou2.Asktheguestofthereservationinformation.Thedateofarrivalanddeparture;Thenumberofthepeople;Theroomtypeandthenumberofrooms;“Whatdatewouldthatbe?Forwhich/whatdate/Forwhen/Howlongwillyouintendtostay?Forhowmanydays?Howmanypersonsarethereinyourparty?/forhowmanypeople?Whatkindofroomdoyoulike?”3.Searchfortheroomavailable/neededinthecomputer4.Get

thefollowing

informationfromtheguest.Thenameoftheguestorthegroup;Theguest’stelephonenumber;Thecontactnameandhistelephonenumber.“MayIhaveyournameandtelephonenumber?”“mayIbegyourpardon?/pardonme?/Sorry,Ididn’tgetit.Couldyoupleasespeakitagain?”5.Confirmandrepeatthereservationwho?whatkindofrooms?Howmanyrooms?date?telephonenumber?6.Expressyourwisheswelookforwardtowelcomingyou;welookforwardtohavingyouwithus;welookforwardtoyourarrival/servingyou.7.Formthereservationrecordfillintheregistrationform.Keypoints:

?Politelanguageshouldbeusedduringthewholeserviceprocess.

禮貌服務(wù)語(yǔ)言要貫穿在整個(gè)服務(wù)流程中。

“MayIhaveyournameandtelephonenumber,please?”

“Howmanynightswillyoustaywithus,sir?”

“Whattypeofroomwouldyouprefer,lady?”

“CouldIhaveyourarrivalanddeparturedate,please?”

?Ifyoureallycan’tunderstandwhattheguestsaysordon’tgetthecompleteinformationfromtheguest,besurenottoguessoreventosay“yes”.Pleasedon’tbeafraidofthissituationandasktheguesttosaythatagainpolitely.

如果你真的沒(méi)有聽(tīng)懂客人的話或者沒(méi)有從客人那兒得到完整信息，切記胡亂猜測(cè)甚至答應(yīng)客人.遇到這樣的情況不用慌張，有禮貌地請(qǐng)求客人重復(fù)即可。

Forexample:“MayIbegyourpardon?/pardonme?/Sorry,Ididn’tgetit.Couldyoupleasespeakitagain?”

?Doconfirmandrepeattotheguestafterreceivingallrelativeinformationaboutthereservation.

在獲得了所有關(guān)于預(yù)訂的信息之后要跟客人進(jìn)行信息的核對(duì)和復(fù)述。

Forexample:“Thankyou,Mr.Baker.You’vebookedastandardroomforyourfriendandyou,fromOCT10to11,andyourtelephoneis0061-0430-340127.Isthatcorrect?”

?Providingreasonablesuggestionstomeetguest’srequirementwhenthehotelisfullybooked.

當(dāng)酒店已經(jīng)滿房時(shí)要給出合理的建議來(lái)滿足預(yù)訂客人的需求。

Recommendotherroomtypesorotherstayingdateorotherhoteltotheguest.

推薦別的房型、入住時(shí)間、其他酒店給客人。

Forexample:“SorrySir,wedon’thaveadoubleroomnow.Wouldyoumindasingleroominstead?”

“I’msorry,butallroomsarefullybooked.CanItakeyournameandnumber,andIwillcontactyouifwehaveacancellation?”RoomtypeStandardsingle標(biāo)準(zhǔn)單人間Superiorsingle高檔單人間Deluxesingle豪華單人間一張單人床Standarddouble標(biāo)準(zhǔn)雙人間Superiordouble高檔雙人間Deluxedou