無(wú)錫某酒店前臺(tái)員工培訓(xùn)資料30(編輯修改稿)
2025-04-28 23:51 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 ，首先向賓客道歉，并解釋沒有滿足客人需求的原因，“很抱歉，X先生，由于酒店客滿，我們已經(jīng)沒有可售房間了?！盜f it is genuine fault of the hotel, first apologize to the guest and explain why the request may not be possible to meet, “I am sorry, Mr. X, but due to the hotel being full we do not have a room available”. 告訴賓客你理解他的需要，你會(huì)盡可能滿足他。Tell the guest you understand his needs and you will do whatever you can to satisfy him”. 10分鐘內(nèi)解決問(wèn)題Resolve the situation with 10 minutes. 如果可能提供客房升級(jí)，需請(qǐng)示班組負(fù)責(zé)人。Offer an upgrade where possible. 描述新房間的優(yōu)點(diǎn)Describe the benefits of the new room allocated. 積極反應(yīng)，立即道歉并使賓客清楚事情的進(jìn)展過(guò)程Always respond positively, never hesitate to
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