凯悦酒店01-02HowtoEscortandSeataGuest教案详解.ppt

Introduction前言 We want every Guest to feel the Hyatt Touch! 我们要让每一位客人感受到凯悦温情！ Let us delight our guests with our enthusiastic service attitude demonstrated through Flexibility, Initiative, Teamwork and Sincerity. 让我们成为“优态使者”，灵活主动，真诚待客 Objective目标 By the end of this session, our objective is to ensure that you have learned “How to escort and seat a Guest” with confidence, and according to our defined standards. 到这次课程结束的时候，我们的目标是要确保你学会 如何按照我们酒店的标准，自信地 “引领客人并安排就座”。 Any Questions? 有问题吗？ Check the Reservation List检查预订表 How to ask the guest if they have made a reservation? 如何询问客人是否有预订？ “Good morning / afternoon / evening ,Sir / Madam. do you have a reservation? ” “先生/小姐，早上好/下午好/晚上好。 请问您有预订吗？” Check the Reservation List检查预订表 What if the guest has made a reservation? 如果客人有预订，应该怎样做？ “May I know what your reservation name is?” “请问预订者的名字是……？” Confirm the reservation 确认预定 “Mr./Ms. XXX, your reservation is for XX people in smoking/non-smoking section?” “XXX先生/小姐，您一共是XX位，预 定在我们的吸烟/非吸烟区？” 1. Check the Reservation List 检查预订表 What if the guest has not made any reservation? 如果客人没有做任何预订，怎样办？ Ask how many guests in the party 询问聚会客人人数 “How many guests will be in your party?” “请问您一共多少位？” 1. Check the Reservation List 检查预订表 What if the guest has not made any reservation? (Cont’d) 如果客人没有做任何预订， 怎样办？ （续） Ask the guest if they would like smoking or non smoking area 询问客人需要吸烟区还是无烟区的位置 “Would you prefer smoking or non smoking, Sir / Madam?” “先生/小姐，请问您喜欢吸烟区还是无烟区？” 2. Update Floor Plan更新餐位图 How would we assign a table? 我们如何安排餐桌？ Assign a table on the floor plan 在餐位图上分配合适餐桌 3. Select the Menu选择菜单 What should we consider when selecting a menu? 选择菜单时应注意什么？ Correct menu 合适的菜单 Clean – no rips, tears 整洁的菜单 – 无裂口、无破损 4. Invite the Guest to the Table 邀请客人至餐桌 Using an open palm gesture 张开手掌指路 “This way please, Sir / Madam” “先生/小姐,请这边走。” 5. Escort the Guest引领客人 No more than 1 meter ahead 在客人前方不超过1米处 Do not walk fast 步伐不要过快 Ensure