酒店管理前厅 酒店服务操作——医疗帮助2015叶予舜).pdfVIP

酒店管理前厅 酒店服务操作——医疗帮助  Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？ Answers: 回答： 1. We must have a good safety and security procedure to protect our staff and guests. 我们必须有一个好的安全的和保险的程序去保障我们的员工和客人。 2. Medical service is a critical issue in a hotel and the guest must experience a level of confidence in the medical provider and the staff member who they are liaising with. 医疗服务在酒店是一项决定性的焦点事件,客人必须体验有一定水平和自信 的医疗员工的服务并能担任联络员。 3. Improve our GSTS score. 提高 GSTS 分数。 4. Demonstrate our professionalism by showing care and concern. 体现关爱和关心，以证明我们的专业。 1 叶予舜 二〇一四年十二月二十八日星期日 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Answering Pick up the call within 3 rings by Is there a standard that all hotels 应答 saying: must provide the medical service? 在铃响三声之内接起电话： 所有酒店必须提供医疗服务是标准吗？ Good Morning/afternoon/evening/, XXX Hotel,. XX speaking, How may I help you? DRILL LANGUAGE 早上/下午/晚上好，XXX酒店，我是 对话练习 XXX，有什么能帮您？ 2. Listening Let the guest know we are listening Why should I not interrupt the 聆听 to him. guest even I know what his/her 让客人知道我们正在聆听他讲话。 problem is? Do not interrupt the guest and 我们为什么不打断客人，即使知道他/她 clarify guest needs. 的问题所在？ 不要打断客人并了解客人需要